COVID 19 has made apps like Zoom popular, but what has tha done to customer service? Can ITIL help? Find out through this presentation.

1. ITIL AT A GLANCEHiperdist Training Series

2. WHAT IS ITIL?
The IT Infrastructure Library (ITIL) is a library of
volumes describing a framework of best
practices for delivering IT services.

3. Procter and Gamble publicly attributes nearly $125 million
in IT cost savings per year to the adoption of ITIL,
constituting nearly 10% of their annual IT budget.
ITIL ADOPTION
$125 MILLION
IT COST SAVING/ YEAR
EXAMPLES

4. Shell Oil utilized ITIL best practices while overhauling their
global desktop PC consolidation project, potentially saving
6000 man-days working days and 5 million dollars.
ITIL BEST PRACTICES
$5 MILLION SAVING
EXAMPLES

5. VISA reduced incident resolution time by at least 75%, Sallie Mae’s ITIL
implementation resulted in a reduction in length of help desk calls by
40% and improved the rate of first-call resolution to a two-year high.
ITIL IMPLEMENTATION
75% REDUCED
INCIDENT RESPONSE TIME
EXAMPLES

6. ITIL IMPROVE COMPANY’S BUSINESS
PERFORMANCE?
Improved IT services
Reduced IT costs
Manage Risk
Enhanced Customer Satisfaction

7. ITIL FRAMEWORK
ITIL Framework enables a standard, consistent way to identify, plan,
deliver and maintain the IT services that provide value to the
business.
IDENTIFY PLAN DELIVER MAINTAIN

8. WHAT ARE THE CORE AREAS OF ITIL?

9. ITIL FIVE CORE AREAS
Service
Strategy
Service
Transition
Improvement

10. 1. SERVICE STRATEGY
Service strategy helps you to create a strategy for all services that will
provide quality services to customers and stakeholders.
Service strategy encompasses portfolio, demand, and financial
management.
Do you want to know how to allocate your funds to the different services?
Which services to be given preference and focus compared to others?
Service
Strategy

11. Key Terms Service
Strategy
ITIL Demand
Management
Helps a business understand &
predict customer demand for
services.
Business Relationship
Management
Anticipating current and future
needs of the customer.
IT Service Portfolio
Ensure the organization has the
right set of IT services to balance
cost & capacity to meet business
requirements.
Service strategy helps you to create a strategy for all services that will
provide quality services to customers and stakeholders.
Service strategy encompasses portfolio, demand, and financial
management.

12. 2. SERVICE DESIGN
If you are planning to implement a service,
Do you know how it interacts and helps the business
and the technology?
What type of support needs to be provided & the supply
chain that interacts to make it effective?
Service
Strategy

13. 3. SERVICE DESIGN
Service design helps you to design IT services along with governing IT practices,
and policies to facilitate the transition of services into the live environment.
Service
Strategy

14. Key Terms
Service design helps you to design IT services along with governing IT practices,
and policies to facilitate the transition of services into the live environment.
Service Catalog
Management
Provide & maintain a single
source of consistent information
on all operational services
Availability
Management
Aims to define, analyze, plan,
measure and improve all aspects
of the availability of IT services
Service Level
Management
Responsible for ensuring that SLAs,
OLAs are appropriate for the
agreed service level targets
Service
Strategy

15. Key distinction
Service
Strategy
Service Catalog Service Portfolio
Represents only a portion of the
overall service portfolio
Consists of all current services, all pipeline
services that are in consideration or in
planning or development, and all retired
services that are no longer supported
Covers practices under Service
Management Practices
Covers activities under General Management
Practices
Operational Level Agreement Service Level Agreement
Internal Agreement between the
functions within the IT service provider
Document Agreement between service
provider and customer
Service Catalog vs Service Portfolio
Operational Level Agreement (OLA) vs Service Level Agreement (SLA)

16. 3. SERVICE TRANSITION
Service transition utilizes processes, systems and functions in order to build, test
and deploy the service before it moves into the operation zone, which is the first
time the customer will see or use the service.
Service
Strategy

17. Key Terms
Service transition utilizes processes, systems and functions in order to build, test
and deploy the service before it moves into the operation zone, which is the first
time the customer will see or use the service.
Service
Strategy
Change
Management
Ensures that all changes are
implemented in a
standardized manner.
Service Asset & Configuration
Management
Establishes control over the physical IT
infrastructure by defining and maintaining
configuration records in a centralized place
Knowledge
Management
Aims to improve both the speed and
quality of decision making by aggregating
knowledge previously dispersed.

18. 4. SERVICE OPERATION
How do you ensure that the service promised to the clients is being delivered?
Do you know if the service is secured?
Service operation has its own process and functions that are required to be
provided at the service levels.
Service operation gives you the best practices that are needed to provide
services as per the SLAs.
Service
Strategy
Service
Transition

19. Key Terms
Service operation has its own process and functions that are required to be
provided at the service levels.
Service operation gives you the best practices that are needed to provide
services as per the SLAs.
Service
Strategy
Service
Transition
Incident
Management
An unplanned interruption to the
delivery of a service, or a reduction in
the quality of that service.
Problem
Management
A process that attempts to prevent
incidents from happening by
troubleshooting the root cause.
Service Desk
A single point of contact between
users & service provider that
attempts to restore normal service to
users as quickly as possible

20. 5. CONTINUAL SERVICE
IMPROVEMENT
The only way you can sustain and
move forward in business is through
continually improving and revising the
benchmarks for your processes.

21. ITIL AT A GLANCEImplement ITIL in your organization today!
Reach out to us at marketing@hiperdist.ae for more information.