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Itil introduction


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  • 1. Introduction to IT Systems Management - Mukul bhalla
  • 2. Agenda
    • Organization and Policies
    • IT Customer Relationship Mgmt
    • IT Service Management
    • Overview of ITIL
    • Processes under ITIL
    • Benefits
    • Reasons for failure
  • 3. Organization and Policies Vision Vision Mission & Objectives Policy
    • Planning
    • Time
    • Quantity
    • Quality
    • Cost & Revenue
    Tasks & Actions Implementation Measurement & Control I can make money by selling PCs! Mission statement is a short, clear description of the objectives of the organization and the values it believes in Combination of all decisions and measures taken to define and realize the objectives Implementing policies in the form of specific activities requires planning Realization of planned activities requires action Actions are allocated to personnel as tasks Direction & control provided by measurement
  • 4. Planning Horizon Business Application Technical Infrastructure 1 year Time
  • 5. IT Customer Relationship Mgmt Demand Supply Operational Tactical Strategic Department Managers Project Managers Users Budget Holders Business Manager Change Mgmt Incident Mgmt Service Desk Service Level Mgmt IT Mgmt Customer Organization IT Organization Support Service Levels Strategic Alignment IT Customer Relationship Mgmt Policy Report
  • 6. Evolution of IT Management
  • 7. IT Service Management
    • It is a discipline for managing large-scale IT systems
    • Philosophically centered on the customer's perspective of IT's contribution to the business
    • Stands in deliberate contrast to technology-centered approaches to IT management
    • Has ties and common interests with the process improvement movement (E.g. TQM, Six Sigma, CMM etc.)
    • “ IT thinking about the delivery of IT to the business” and not
    • “ IT thinking about the 'information' needs of the business”
  • 8. IT Service Management (contd)
    • Contributing frameworks:
      • Control Objectives for Information Technology (COBIT)
      • Microsoft Operations Framework (MOF)
      • Enterprise Computing Institute
      • Information Technology Infrastructure Library (ITIL)
  • 9. Overview of ITIL
    • ITIL is a framework of best practice approaches intended to facilitate the delivery of high quality IT services
    • It is published in a series of books (hence the term Library ), each of which covers a core area within IT Management
    • The names ITIL and IT Infrastructure Library are Registered Trade Marks of the United Kingdom's Office of Government Commerce (OGC)
  • 10. Motivation
  • 11. Key Foundations of ITIL
  • 12. What ITIL is (not)
  • 13. Process Orientation
  • 14. Process Orientation
  • 15. Quality – cornerstone of ITIL
  • 16. ITIL Framework (Version 2)
  • 17. Our focus…
  • 18. ITIL Processes
  • 19. Incident Management
  • 20. Incident Management
  • 21. Incident Management
  • 22. Problem Management
  • 23. Problem Management
  • 24. Problem Management
  • 25. Comparison
  • 26. Change Management
  • 27. Change Management
  • 28. Change Management
  • 29. Configuration Management
  • 30. Configuration Management
  • 31. Configuration Management
  • 32. Comparison
  • 33. Service Level Management
  • 34. Service Level Management
  • 35. Availability Management
    • Availability
    • Reliability
    • Maintainability
    • Serviceability
  • 36. Availability Management
    • Business must have clearly defined availability objectives
    • SLM must have been clearly set up to formalize agreements
    • Percentage availability (uptime)
    • Downtime duration
    • Downtime frequency
  • 37. Capacity Management
    • Performance Management: Measuring, monitoring and tuning the performance of IT infrastructure components.
    • Application Sizing: Determining the hardware or network capacity needed to support new or modified services.
    • Capacity Planning: Developing capacity plan, based on CDB.
  • 38. Capacity Management
    • Accurate business forecast & expectations.
    • Understanding of IT strategy and planning.
    • Predictability of customer demand
    • Technology
    • Cost
  • 39. Continuity Management
    • Disaster: An event that affects a service or system such that significant effort is required to restore the original performance level.
  • 40. Continuity Management
    • Support and communication throughout the organization
    • Dedicated training for anyone involved in the process
    • No of identified shortcomings of the recovery plan
    • Revenue lost further to disaster
  • 41. Benefits of ITIL
    • Benefits to the customer/user:
      • Provision of IT services becomes customer-focused
      • Agreements about service quality improves relationship
      • Services are described better, in customer language
      • Quality, Availability, Reliability and Cost of services are managed better
  • 42. Benefits of ITIL (contd)
    • Benefits to the IT organization:
      • IT organization develops clear structure
      • More focus on corporate objectives
      • More control of infrastructure
      • Easier to manage changes
      • Coherent framework for internal and external (supplier) communication
      • Process structure provides for effective outsourcing of elements of IT service
  • 43. Some Testimonials
    • Procter & Gamble
      • Started using ITIL in 1999 and has realized a 6% to 8% cut in operating costs.
      • Another ITIL project has reduced help desk calls by 10%. In four years, the company reported overall
      • Savings of about $500 million.
  • 44. Testimonials (contd)
    • Caterpillar
      • Embarked on a series of ITIL projects in 2000.
      • After applying ITIL principles, the rate of achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%.
  • 45. Testimonials (contd)
    • Nationwide Insurance
      • Implementing key ITIL processes in 2001 led to a 40% reduction of its systems outages.
      • The company achieved a $4.3 million ROI over the next three years
  • 46. Reasons for failure of ITIL implementation
    • Lack of management commitment
    • Spending too much time on complicated process diagrams
    • Not creating work instructions
    • Not assigning process owners
    • Being too ambitious
    • Concentrating too much on performance
    • Not reviewing the entire ITIL framework
  • 47.
    • Thank you!