Adopting ITIL framework

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Path to ITIL Framework Adoption

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Adopting ITIL framework

  1. 1. Adopting ITIL Framework By: Vinayak Ghadi
  2. 2. Do we know about ITIL framework?• Information Technology Infrastructure Library (ITIL) is most popular framework for IT service management• Its a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business• The core of ITIL The core of ITIL is structured around a Service Lifecycle which consists of the five phases
  3. 3. Phases of Service lifecycle
  4. 4. Service Strategy: The Service strategy helps understand andprovides guidance on how to design, develop and implementservice management which would help define policies,guidelines and processes across the entire lifecycle.Processes involved :• Service Strategy• Service Portfolio Management• Demand Management• Financial Management
  5. 5. Service Design: Guidance on design and development ofservices and interrelated service management processesare defined under this publication. This helps mappingstrategic objectives into portfolios of service.Processes involved :• Service Catalogue Management• Service Level Management• Availability Management• Capacity Management• Service Continuity Management• IT Security Management• Supplier Management
  6. 6. Service Transition: Guidance on development and improvementfor capabilities and processes for transitioning new and changedservices into operation is covered under this publication,Realization of service strategies being mapped into service designwith control over risks of failure and service disruption is achieved.Processes involved :• Change Management• Service Asset and Configuration Management• Release and Deployment Management• Transition Planning and Support• Service Validation and Testing• Evaluation• Knowledge Management
  7. 7. Service Operation: Effectiveness and efficiency of theservice delivered and support to ensure the value to thestakeholder depends upon the practices in themanagement of service operations.Processes involved :• Incident Management• Problem Management• Event Management• Service Request Fulfilment• Access Management
  8. 8. Continual Service Improvement: This publicationemphasizes on improvement of processes in order to delivervalue to the customers with better design and transition andmeasuring scope for continuous improvement.Steps Involved :• What should we measure• What can be measured• Gather related data• Process data• Analyse data• Making it usable and Present data• Implement the corrective action
  9. 9. Key Adoption ChallengesQuestion to be answered• Do we really need ITIL? If yes how it is going to help us?• What impact it will have on our in-house processes which are in practice?• Are we going to achieve detailed and measurable outcome?• Can we map our enterprise vision into procedural roadmap to achieve it?• Will that guarantee us ROI(Return on Investment)?• Are we prepared to put RACI model in practice which emphasizes on Responsibility, Accountability, Consulting and Transparency in every function?
  10. 10. Dependencies• Processes Process• People• Technology People Technology
  11. 11. How do we prepare ourselves?• Business Support: Top management approval• Training and Building Knowledge Base: Defined processes and Documentation• Process Implementation & Technology: Prioritized Implementation managing technical dependencies• Change Management: Framework adoption resulting in changes across enterprise
  12. 12. Basic Adoption Model
  13. 13. Benefits of Framework Adoption• Improved resource utilization• Infrastructure management becomes smooth• Providing services meeting business, customer and user demands• Unified management tools, technology and people• Best practices for Project and vendor management• Ownership and Increased accountability on assets and documented processes• Operational visibility and proactive control can be enforced• Business continuity management becomes easier• Improved control and transparency• Increased alignment between business and IT• Measuring performance and efficiency improvises• Better understanding and improved ability to manage change
  14. 14. References1. ITIL Adoption Model based on TAM : http://www.ipedr.com/vol5/no1/8- H00038.pdf2. ITIL Adoption: 5 Steps That Can Help With Success http://blogs.forrester.com/stephen_mann/12-02-01- itil_adoption_5_steps_that_can_help_with_success3. ITIL® Adoption –the Challenges by Markus Bause, Director SERVIEW GmbH Written by Kate Winter4. ITIL Benefits and Barriers to Success http://www.computereconomics.com/article.cfm?id=14335. Top 20 (OK, 50) ITIL Adoption Mistakes by Stephen Mann http://blogs.forrester.com/stephen_mann/11-08-26- top_20_ok_50_itil_adoption_mistakes

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