Final introduction

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Final introduction

  1. 1. Peleg Holzmann, MIS, CISSP, ITIL v3 Expert
  2. 2. IT & Business Issues facing Senior Business Managers and IT Managers Today• Integrating and aligning IT and business goals• Implementing continual improvement• Measuring IT organization effectiveness and efficiency• Optimizing costs and the Total Cost of Ownership (TCO)• Achieving and demonstrating Return on Investment (ROI)• Demonstrating the business value of IT• Improving project delivery success 2
  3. 3. What is ITIL?• ITIL (Information Technology Infrastructure Library) is a systematic approach to high quality IT service delivery• Developed in 1980s by Office of Government Commerce (OGC), current: Version v3 (Refresh 2011)• Documented best practice for IT Service Management• Organizational size and industry independent• Provides common language with well-defined terms• Comprised of 5 Books - (1,888 Pages) 3
  4. 4. Why ITIL? Because ITIL is all about Service and Customers!A service is a means of delivering value to customers by facilitating outcomescustomers want to achieve without the ownership of specific costs and risks. 4
  5. 5. ITIL v3 5
  6. 6. Service StrategyService Strategy: The achievement of strategic goals or objectives requires the useof strategic assets. The guidance shows how to transform service management into astrategic asset. 5 1 Demand Management 2 Service Portfolio Management (SPM) 3 Financial Management for IT Services 4 Business Relationship Management 5 Strategy Management for IT Services 6
  7. 7. Service StrategyDemand Management Service Portfolio Management (SPM)Understand Right Mix of ServicesAnticipate Business OutcomesInfluence Levels of Investment 7
  8. 8. Service StrategyFinancial Management for IT Services Business Relationship ManagementBudgeting DevelopAccounting EvaluateCharging Leverage 8
  9. 9. Service StrategyStrategy Management for IT ServicesOfferingsCapabilitiesMarkets 9
  10. 10. Service StrategyDefine the Market Develop the Offerings Develop Strategic Assets Prepare for Execution 10
  11. 11. Service DesignService Design: guidance on designing IT services, along with the governing IT practices, processesand policies, to realize the strategy and facilitate the introduction of services into the live environmentensuring quality service delivery, customer satisfaction and cost-effective service provision. 6 Service Catalog Management (SCM) 8 7 Service Level Management (SLM) 8 Supplier Management 9 Capacity Management 10 Availability Management 11 IT Service Continuity Management (ITSCM) 12 Information Security Management 13 Design Coordination 11
  12. 12. Service DesignService Catalog Management (SCM) Service Level Management (SLM)Description SLACost MTBFWho MTTR (RTO / RPO) 12
  13. 13. Service DesignSupplier Management Capacity ManagementGood & Services Planning / PredictingSupply Chain MonitoringLinks Tuning 13
  14. 14. Service DesignAvailability Management IT Service Continuity Management (ITSCM)Define Reduce RiskAnalyze & Measure Manage ImpactPlan Agreed Levels 14
  15. 15. Service DesignInformation Security Management Design CoordinationImplement ConsistentInformation Assets ProcessesAcceptable Levels Activities 15
  16. 16. Service DesignHolistic approach to determine the impact of theintroduction of change on existing services and management processes 16
  17. 17. Service TransitionService Transition: guidance for the development of capabilities for transitioning new andchanged services into operations, ensuring the requirements of Service Strategy, encoded inService Design, are effectively realized in Service Operations while controlling the risks offailure and disruption. 14 Transition Planning & Support 7 15 Change Management Service Asset & 16 Configuration Management (SACM) 17 Release & Deployment Management 18 Service Validation & Testing 19 Change Evaluation 20 Knowledge Management 17
  18. 18. Service TransitionTransition Planning & Support Change ManagementDeployment Changing StatesQuality Estimates ControlTime & Cost Accept & Embrace 18
  19. 19. Service Transition Service Asset & Release & Deployment Management Configuration Management (SACM)Configuration Items (CI) Control MovementRelationships CI’s IntegrityDeliver CI’s Correct 19
  20. 20. Service TransitionService Validation & Testing Change EvaluationDeployed Prior to ChangeSupport? Major ChangeExpectations New or Substantial 20
  21. 21. Service TrnasitionKnowledge ManagementInsightsExperienceKnowledge 21
  22. 22. Service TransitionBuildTestingDeploymentUser AcceptanceEarly Life Support 22
  23. 23. Service OperationService Operation: guidance on achieving effectiveness and efficiency in thedelivery and support of services to ensure value for the customer and the serviceprovider. Strategic objectives are ultimately realized through Service Operations. 5 21 Event Management 22 Incident Management 23 Request Fulfillment 24 Problem Management 25 Access Management 23
  24. 24. Service Operation Event Management Incident ManagementFilter RestoreCategorize Minimize ImpactMonitor Quality & Availability 24
  25. 25. Service OperationRequest Fulfillment Problem ManagementMinor (Standard) Changes Cause IncidentsInformation Prevent IncidentsRepeatable (Safe) Root Cause 25
  26. 26. Service Operation Access Management Authorized Users Un-Authorized Users Execute Security Policies 26
  27. 27. Service Operation A B Reactive ProactiveResponsiveness Stability Cost Quality Internal External 27
  28. 28. Continual Service ImprovementContinual Service Improvement: guidance in creating and maintaining value forcustomers through better design, introduction and operation of services, linkingimprovement efforts and outcomes with Service Strategy, Design, Transition andOperation. 1 26 7-Step (CSI) Improvement Process 28
  29. 29. Continual Service ImprovementPlan1. Identify the strategy for improvement2. Define what you will measureDo3. Gather the data4. Process the dataCheck5. Analyze the data/information6. Present & Use the informationAct7. Implement Improvement 29
  30. 30. Continual Service Improvement Business What is the vision? Vision, Mission, Goals & Objectives Where are we now? Baseline AssessmentsHow do we keep themomentum going? Where do we want to Measurable Targets be? Service & Process How do we get there? Improvement Did we get there? Measurements & Metrics 30
  31. 31. Case Studies Purdue University Visa Avaya Service Desk Incident ITIL• Decrease 50% second level support • Reduced incident resolution times by • Reduce IT budget by 30% calls 75% • Helped with Sarbanes-Oxley(InfoWorld) (Smart Enterprise Magazine) Legislation (Techworld) Capital One Procter & Gamble Hershey Foods ITIL ITIL ITIL• 30% reduction in system crashes • Documented 6% - 8% decrease in • 97% change success rate and software distribution errors operating costs (Gartner)• 92% reduction in critical incidents • $125 million annual IT savings within a 2 year period • $500 million in 4 years• Estimated 10% - 20% savings on • 10% reduction in help desk calls support costs over a 5 year period (Network World)(Computerworld CIO.com) Confidential Bank JP Morgan Chase Johnson & Johnson Change, Incident, Problem & Incident Management & Change ITIL Release and Deployment Management• Reduced severity of change issues • 93% customer satisfaction w/Service • $30 million cost savings 2005 by 60% over the period of 12 Desk • Help desk resolution time down to 18 months • First time call resolution of 75% minutes from 27 minutes• Actual ROI was $10 million saved • Total call volume down 500,000 calls (Network World) against $300,000 incremental (Computerworld UK) expense.(Computerworld CIO.com) 31
  32. 32. We must have! 32
  33. 33. 33

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