ITIL overview

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ITIL Overview: A presentation by QAI

http://www.qaiglobal.com

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ITIL overview

  1. 1. ITIL® OVERVIEW A presentation by QAI INDIA | USA | UK | CHINA | MALAYSIA | All rights reserved. © QAI India Limited. SINGAPORE
  2. 2. ITIL® Overview www.qaiglobal.com
  3. 3. Why Organizations are Implementing ITIL To significantly improve (and demonstrate improvement) in the quality of IT support and operations To decrease rework To automate repetitive work To eliminate redundant work To improve resource utilization To improve availability, reliability and security of business critical IT services To make IT support repeatable and predictable, thereby making provision more efficient and effective To link IT support priorities to business needs And, to ultimately reduce inefficiency, reduce cost, and improve value delivered and RoI of IT support and operations *Source: Enterprise And SMB Hardware Survey, North America And Europe, Q3 2007 ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trademark Office™ -2-
  4. 4. ITIL® Benefits- Efficiency Benefits Application Processes Increased productivity of Automation All ITIL® staff members Processes Increased operational RACI Chart Implementation All ITIL® efficiency of staff Processes members Reduced resolution time Implementation of SKMS Service Asset & Configuration Management Improved effectiveness Current reputation can be - of IT function improved by reducing the ratio of new projects to ongoing maintenance and operations (currently 32% focus is on new projects; 62% focus is on maintaining and operating the existing environment.)* *Source: Enterprise And SMB Hardware Survey, North America And Europe, Q3 2007 ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trademark Office™ -3-
  5. 5. ITIL® Benefits- Customer Satisfaction Benefits Application Processes Quality of service By defining service levels, IT Service Level through improved knows what the customer Management & responsiveness expects and can respond Service Catalog accordingly. Management Reduced downtime By Implementing problem Problem management process (and/or Management, role), the root problems for Availability incidents can be identified and Management, resolved. Capacity Management, IT Service Continuity Management ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trademark Office™ -4-
  6. 6. ITIL® Benefits- Agility in Adopting Changes, Cost Reduction Benefits Application Processes Reduced downtime Through Release, Change and Change and speed of Configuration management, Management, implementation of changes can be implemented Service Asset & changes without causing downtime, rework Configuration or rollbacks. Management and Release Management Optimization of If services are managed according Service Level service-level to service levels, penalties can be Management, agreements avoided. Service Catalog Management & Service Portfolio Management Utilization of Through asset tracking, portfolio Service Asset & resources across IT management and project Configuration management assets (people, Management, infrastructure, licenses, etc.) can Change be effectively utilized. Management ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trademark Office™ -5-
  7. 7. ITIL® Benefits- Compliance & Corporate Governance Benefits Application Processes Policies and Documentation is necessary for all All ITIL® procedures are ITIL® processes, which in turn Processes repeatable, provide visibility and control. documented and controlled. Enabling the IT Relationship processes such as Supplier function to supplier management give IT a Management & demonstrate its new or different reputation. Service Level value Management ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trademark Office™ -6-
  8. 8. ITIL® Benefits -Realization ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trademark Office™ -7-
  9. 9. ITIL® Benefits -Realization Companies such as Procter and Gamble, IBM, Caterpillar, Shell Oil, Boeing, and the Internal Revenue Service have all reported great success and significant operational cost savings as a direct result of ITIL® adoption. Shell Oil utilized ITIL® best practices when they overhauled their global desktop PC consolidation project, encompassing 80,000 desktops. After this project was completed, they can now do software upgrades in less than 72 hours, potentially saving 6000 man-days working days and 5 million dollars. Implementing key ITIL® processes in 2001 at Nationwide Insurance led to a 40% reduction of its systems outages. The company estimates a $4.3 million RoI over the next three years Cox adopted a plan to implement ITIL® Service Support and Service Delivery disciplines. As a result of these changes, Cox anticipates that, as a portion of annual revenue, Total Cost of Ownership(TCO) will decline by more than 25% or $24 Million each year Source: Planning to Implement Service management ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trademark Office™ -8-
  10. 10. The Five Core ITIL® V3 Books Service Strategy Service Design Service Service Continual Service (SS) (SD) Transition (ST) Operation (SO) Improvement (CSI) Focuses on the Focuses on the Focuses on the Focuses on the Focuses on the strategic design of evolution or day-to-day Plan, Do, Check, integration of IT effective services change of running of IT Act process with the services services Business ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trademark Office™ -9-
  11. 11. Service Strategy Practical Decision Making • How to build and refine a service strategy • Service Lifecycle • IT Financial Management • Demand Management • Service Portfolios • Organizational Design • Generic Technology Requirements ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and is Registered in the U.S. Patent and Trademark Office™
  12. 12. http://qaiglobal.com INDIA USA UK CHINA MALAYSIA Click here for more on ITSM SINGAPORE CONTACT US QAI India: QAI USA: QAI Malaysia: 1010 - 1012, Ansal Towers, 38 Nehru Place Windsor at Metro Center, 2101 Park Center Level 36, Menara Citibank, 165, Jalan New Delhi - 110019, India Dr., Suite 200, Orlando, FL 32835-7614 Ampang, 50450 Kuala Lumpur, Malaysia Phone: +91- 11- 26219792, 26220580 Phone: +407-363-1111 Phone: +603 2169 6241 conferences@qaiglobal.com conferences@qaiglobal.com conferences@qaiglobal.com QAI UNICOM / UK: QAI Singapore: QAI China: Unicom R&D House, One Oxford Road 391B Orchard Road #23-01, Rm. 1211, No. 498 Guoshoujing Rd. Shanghai Uxbridge, Middlesex, London, United Ngee Ann City Tower B, Zhangjiang Hi-Tech Park, Pudong New Area, Kingdom, Zip: UB9 4DA Singapore - 238874 Shanghai, China Zip: 201203 Phone : +44 (0)1895 256484 Phone:+65-6225-8139 Phone : +86-21-51314155 conferences@qaiglobal.com conferences@qaiglobal.com conferences@qaiglobal.com © QAI www.qaiglobal.com © QAI India Limited. All rights reserved. All rights reserved. No part of this document may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without prior written permission of QAI

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