Few practical ITIL implementation examples and a blueprint of integrated ITSM process with Service Catalog

1. © Conceptualized and Published by Aditya Dashora
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My Business – My IT – My ITSM
Practical ITIL implementation examples and service catalog blueprint
By Aditya Dashora

2. © Conceptualized and Published by Aditya Dashora
Contents
- Author Profile
- What happens with the ITIL Implementation?
- Can I make my own ITSM framework?
- Examples & Case Studies
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About the author
- Been working in IT Industry for 9 years
- Have been involved in multiple ITSM
Implementation, Service Improvement
Initiatives and Pre-sales
- Have worked with customers from all
verticals and geographies
- Have been recognized by the
customers in ITSM Auditing Skills
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What happens when we take ITIL
implementation too seriously? 4

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What happens when we take ITIL
implementation too seriously?
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What happens when we take ITIL
implementation too seriously?
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Chaos
Confusion
Complexity

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What happens when you hire
consultants? 7

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What happens when you hire consultants?
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Without Consultants
Without best practices, IT is less efficient, costly and people dependent however
business is “Happy” with IT.

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What happens when you hire consultants?
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A Consultant comes in with best practices and standards
Mr. Consultant
Best Practices;
Standards etc….

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What happens when you hire consultants?
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The Aftermath
The Business IT interaction becomes more complex. Overall IT is “Green” but
Business is “Not Satisfied”

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How many sentences you can make using
these words
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“Need” “Change”

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How many sentences you can make using
these words
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We need a Change
There is a need for
Change
A change is needed
Character Count= 13
Temperament= Aggressive
Character Count= 21
Temperament= Suggestive
Character Count= 15
Temperament= Passive
Observations
All of the sentences:
- Are grammatically
correct
- Convey similar
meaning
- Have different
temperament and
character count
Language allows us to craft different sentences using same words to convey same meaning with
different temperament. Depending upon the temperament, the character count and impact of the
sentence will change
“Need” “Change”

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Does ITIL allow me to make my own meaningful
sentences according to my temperament?
A thought process behind “My ITSM”
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Key Questions we need to answer
 Do I have to implement all the ITIL Processes to get the
benefits?
 Does ITIL provide any guidance on sequence of
implementation of 23 processes?
 Do I need to have all the Functions or ITIL suggested org
structure to do a successful ITIL implementation?
 Do I need to have an individual Person for each role?
 Should I start tool implementation without wasting time
on process?
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My Business – My IT – My ITSM
 I will define the IT Services for my organization before improving the processes
 I will design an end-to-end value stream for each of my services
 I will design & improve processes and simultaneously start tools implementation work
 I will define roles & responsibilities and then decide whether they need to be fulfilled by a team or
an individual. I will not define a role to justify existing org structure. If needed, I will not hesitate in
proposing restructuring of IT Organization
 I will select and implement the processes based on their utility in my organization and context. I
will not do a big bang process implementation exercise
 I will move towards “one stop shopping experience” for business by defining Service catalog.
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Golden Words
ITIL is a best practice framework and not a compliance framework therefore it is
okay to adopt and adapt ITIL according to the business needs.

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An example of “MY
ITSM” Framework
 Clear interface with business and
End-Users
 Interconnected processes & No
boundaries of different lifecycle
stages
 Knowledge management
interfaces with all the processes
 Reports and KPI Metrics for all the
processes
 Intelligent reporting dashboards
for business
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Case Studies
How Adoption and Adaptation of ITIL helped organizations to achieve better business-IT Alignment
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A financial institution did a successful experiment by marrying
incident management to availability management
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Incidents
Service
Requests
Monitoring Tools
Availability
Management
Service
Restoration
Problem
Change
Application Support
Request Fulfillment
Key Improvement Ideas:
- Replaced definition of Incident by
Major Incident and handlle it
using Service Restoration Process
- All Incidents related to Service
quality degration or medium
priority Incidents are treated as
ongoing 24x7 Service
Improvement work
- Detailed design time and runtime
Availability Management
- Triggered Availability
Management for each Incident
related to Infra
- Reduced user reported Incidents
to 10%
10
%
90
%
Total
Incidents
End Users

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A Fashion Retailer restructured the incident
prioritization process based on end user profiles
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Key Improvement Ideas:
- Early prioritization of
Incidents based on user
profiles
- Reduced Incident hop count
by 25%
- Early detection of Sev-
1,Sev2 incidents
- Easy classification of VIP,
VVIP tickets and Service
reqquests
- Overall customer
satisfaction improvement
Store User (SU)
Warehouse User
(WU)
General User (GU)
Traditional Prioritization Matrix
- Impact and Urgency Based
Prioritization
- P1(critical) to P5 (request)
Retailer’s End User Profile Based
Prioritization
SLA Target
SU1 3 0
M i n u t e s
SU2 2 H o u r s
SU3 8 H o u r s
SLA Target
WU1 2 H o u r s
WU2 4 H o u r s
WU3 2 4 H o u r s
SLA Target
GU1 4 H o u r s
GU2 8 H o u r s
GU3 4 8 H o u r s
Priority = Impact X Urgency
Priority = User Profile X Time X Urgency
Critical High Medium Low
Extensive/Widespread P1* P1 P2 P3
Significant/Large P1 P1 P2 P3
Moderate/Medium P2 P2 P2 P3
Localized/Minor P2 P3 P3 P4
Urgency
Impact

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Why Service Catalog
Utility and fitment of Service catalog in business-IT Ecosystem
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The need of service catalog is increasing everyday and
specially for companies marching towards cloud
Gartner research on critical capabilities on IT Service Catalog
Explains –
“Business demand is pushing organizations to create
and operate catalogs that provide a shopping place
for IT services. IT leaders need to know how this
marketplace is changing, and what capabilities
delineate how good a fit the vendors' offerings may
be for their needs.”
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A blue print of integrated ITSM Processes with Service Catalog
My ITSM Framework with Service
Catalog

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 For questions: adydashora@gmail.com
 in.linkedin.com/in/adityadashora
ThankYou