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. 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)
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4. Why ITIL?
Because ITIL is all about Service and Customers!
A service is a means of delivering value to customers by facilitating outcomes
customers want to achieve without the ownership of specific costs and risks.
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6. Service Strategy
Service Strategy: The achievement of strategic goals or objectives requires the use
of strategic assets. The guidance shows how to transform service management into a
strategic 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
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7. Service Strategy
Demand Management Service Portfolio Management (SPM)
Understand Right Mix of Services
Anticipate Business Outcomes
Influence Levels of Investment
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11. Service Design
Service Design: guidance on designing IT services, along with the governing IT practices, processes
and policies, to realize the strategy and facilitate the introduction of services into the live environment
ensuring 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
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12. Service Design
Service Catalog Management (SCM) Service Level Management (SLM)
Description SLA
Cost MTBF
Who MTTR (RTO / RPO)
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14. Service Design
Availability Management IT Service Continuity Management (ITSCM)
Define Reduce Risk
Analyze & Measure Manage Impact
Plan Agreed Levels
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15. Service Design
Information Security Management Design Coordination
Implement Consistent
Information Assets Processes
Acceptable Levels Activities
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16. Service Design
Holistic approach to determine the impact of the
introduction of change on existing services and
management processes
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17. Service Transition
Service Transition: guidance for the development of capabilities for transitioning new and
changed services into operations, ensuring the requirements of Service Strategy, encoded in
Service Design, are effectively realized in Service Operations while controlling the risks of
failure and disruption.
14 Transition Planning & Support
7 15 Change Management
Service Asset &
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Configuration Management (SACM)
17 Release & Deployment Management
18 Service Validation & Testing
19 Change Evaluation
20 Knowledge Management
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23. Service Operation
Service Operation: guidance on achieving effectiveness and efficiency in the
delivery and support of services to ensure value for the customer and the service
provider. Strategic objectives are ultimately realized through Service Operations.
5 21 Event Management
22 Incident Management
23 Request Fulfillment
24 Problem Management
25 Access Management
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25. Service Operation
Request Fulfillment Problem Management
Minor (Standard) Changes Cause Incidents
Information Prevent Incidents
Repeatable (Safe) Root Cause
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27. Service Operation
A B
Reactive Proactive
Responsiveness Stability
Cost Quality
Internal External
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28. Continual Service Improvement
Continual Service Improvement: guidance in creating and maintaining value for
customers through better design, introduction and operation of services, linking
improvement efforts and outcomes with Service Strategy, Design, Transition and
Operation.
1
26 7-Step (CSI) Improvement Process
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29. Continual Service Improvement
Plan
1. Identify the strategy for improvement
2. Define what you will measure
Do
3. Gather the data
4. Process the data
Check
5. Analyze the data/information
6. Present & Use the information
Act
7. Implement Improvement
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30. Continual Service Improvement
Business
What is the vision? Vision, Mission, Goals &
Objectives
Where are we now? Baseline Assessments
How do we keep the
momentum going?
Where do we want to
Measurable Targets
be?
Service & Process
How do we get there?
Improvement
Did we get there? Measurements & Metrics
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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)
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