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Service Excellence - Beyond ITIL
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Service Excellence - Beyond ITIL


This is a presentation made in SimpliLearn ITSM conference in May 2013. This presentation gives a view of popularity of ITIL, where and why it makes an impact, where it falls short and a proposal on …

This is a presentation made in SimpliLearn ITSM conference in May 2013. This presentation gives a view of popularity of ITIL, where and why it makes an impact, where it falls short and a proposal on how the shortfall could be bridged.

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  • 1. SimpliLearn ITSM Conference24th May 2013Service Excellence – ITIL & beyondMosesraj RCollabera SolutionsBangalore
  • 2. 2
  • 3. Popular methods adopted in bridgingservice gaps3Goals – Initiativesframework• What are ourobjectives• Where do westand• What are outchallenges• How do weovercome• Action plans &timelinesITIL• A set ofpractices inmanaging aservice• Strategy, Design,transition,operations &improvement6 Sigma / Lean• A set of tools &techniques• Lean – flowimprovement• 6 Sigma –statisticalmethod ofproblem solving
  • 4. Popular methods adopted in bridgingservice gaps4ITIL
  • 5. Book Trends on ITIL vs. ServiceManagement5
  • 6. Search Trends – ITIL vs. CMMI6
  • 7. ITIL OverviewService LifecycleContinualServiceImprovementServiceOperationsServiceTransitionServiceDesignServiceStrategyService Strategy, Design, andTransition are where the newservices are defined, designedand transitioned respectively.Service Operation is wherethose services are deliveredto customers and who giverecommendations forimprovements to ServiceStrategy staff.
  • 8. ITIL Case Study8Background – Disconnect withbusiness, asset managementissues and operational escalationsApproach• Gap Analysis• Core Team Formation• ITIL & ISO 20k trainings• Process Definition workshops• Implementation workshop• Internal Trainings and teamenablement sessions• Pre-Assessment• Stage I Audit• Workshops to close gaps• Stage II Audit• CertificationKey Highlights• Defined 10+ key services under 4broad service categories• 100% services attached to measurableSLAs• Dashboard based reporting tobusiness• Component Failure Impact Analysis(CFIA) used to identify single point offailure, design and monitoring foravailability• Improved change effectiveness –Structured changes increased from 8in 2012 to 7 in the Jan 13’.alone• Formalized agreements b/w internalteams, aligned to SLAs• Lean/6 Sigma based improvementinitiatives
  • 9. ITIL Case Study - Impact9Service StrategyService DesignService TransitionService Operations
  • 10. Industry Case Studies10VISA: Implemented Incident Management guidelines, which resulted inimproved monitoring of network and systems outages, and a reduction inthe time to resolve Incidents by as much as 75%Nationwide Insurance: Implementing key ITIL processes that led to a 40%reduction of its systems outages.Capital One: An ITIL program that began in 2001 resulted in a 30%reduction in systems crashes and software-distribution errors, and a 92%reduction in “business-critical” Incidents by 2003.Bank of America: Used ITIL best practices to improve inventory processesand then used the framework to improve the Asset Management process.Implementation allows the bank to conduct financial planning forequipment based on actual spendingServiceOperationsService Design,ServiceoperationsServiceOperationsService TransitionService StrategySource :
  • 11. Considering 40+ Industry Case Studies– Impact Summary11Service StrategyService DesignService TransitionService OperationsAmplecasestudiesLimitedCaseStudies
  • 12. 12Service PortfolioFinancial ManagementDemand ManagementService Level ManagementCatalogue ManagementCapacity ManagementAvailability ManagementService ContinuityInformation SecuritySupplier ManagementChange ManagementConfig ManagementRelease & DeploymentKnowledge ManagementTestingIncident ManagementProblem ManagementService RequestEvent ManagementAccess ManagementEffectiveness Measurement
  • 13. Practice 1 – Customer Centricity13
  • 14. 14Practice 2 - Innovation
  • 15. Practice 3 – Measuring Value Add15
  • 16. Practice 4 - Teaming16
  • 17. Thankyou17Mosesraj R - (