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ITIL For Those Who Don’t Have
The Time
           Alex D Paul
Agenda
• ITIL in an era of people who don’t have the
  time
• What do people think about ITIL?
• Breaking the ITIL Mould, ...
New Heroes Don’t Have Time




 •Impatient - Want Results Now
 •Quick, Easy & Reliable

 •Products are built for people wh...
What People think about ITIL

   Complicated & Time
                        Not for SMBs
      Consuming                  ...
After Training - Where Do I Start?
                                              ITIL V2
                           ITIL V...
ITIL Process and Software


       Training




        Consulting




        Software
           &
     Implementation  ...
About ManageEngine
• Leader in low cost enterprise IT Management
  software
• Products span across entire IT Management ar...
Challenge: Building ITIL Software




 • Built-in ITIL Processes works for 80% of businesses
 • Advanced Users can customi...
ITIL Modules

   Service Delivery      Service Support
      (Strategy)           (Operations)
• Availability        • Inc...
Incident Management
Incident Management
• Incident is a disruption in the normal service

• The goal of Incident Management is to restore
  no...
Incident Management - Example
Incidents and Workarounds
                                           Search for resolutions
                              ...
Problem Management
Problem Management
• The goal of Problem Management is to find
  the root cause of incidents and reduce the
  impact on bu...
Problem Management
Problem Management - SDP
               Problem Record
    1
                    Problem Management Process
              ...
Change Management
Change Management
• The goal of Change Management is to control and
  manage approved changes with accepted risk.
Change Management Implementation
                                       Change Record with Process
                 1     ...
Forward Schedule of Changes
CMDB
•   Don’t Complicate CMDB
•   Implement CMDB start from Critical Servers –
•   Map services to assets and people usin...
CMDB


                                                                   3




                                          ...
ITIL Versions – What is right for me?
ITIL V3
          ITIL V3 gets more focus on BSM



                Core Modules

          Service Strategy
          Ser...
How ITIL V3 relates to V2


  Service       Service         Service          Service          Continual
  Strategy      De...
Summary
• ITIL is commonly perceived as
  complex, tedious and expensive
• Fast, Easy, and affordable way to ITIL
• Servic...
Thanks


         Questions
More Info
        Website & 30 day free trial

        www.servicedeskplus.com

              Online Demo

     http://dem...
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ITIL Webinar with Forrester

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ITIL For Those Who Dont Have The Time
Webinar with Forrester Analyst Evelyn Hubbert focusing on how business can implement ITIL without spending too much of time and money

Published in: Technology, Business
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ITIL Webinar with Forrester

  1. 1. ITIL For Those Who Don’t Have The Time Alex D Paul
  2. 2. Agenda • ITIL in an era of people who don’t have the time • What do people think about ITIL? • Breaking the ITIL Mould, The ManageEngine Way • A Nose Dive into ITIL Implementation
  3. 3. New Heroes Don’t Have Time •Impatient - Want Results Now •Quick, Easy & Reliable •Products are built for people who don’t have time
  4. 4. What People think about ITIL Complicated & Time Not for SMBs Consuming Expensive
  5. 5. After Training - Where Do I Start? ITIL V2 ITIL V3 Pink Elephant Certification ITIL Process ISO consultants 20000
  6. 6. ITIL Process and Software Training Consulting Software & Implementation This is where businesses are lost in space
  7. 7. About ManageEngine • Leader in low cost enterprise IT Management software • Products span across entire IT Management arena • 90% of the features of the Big 4 at 10% of the price WebNMS network management oem-ed by Cisco, Nokia, Nortel Networks, and telcos
  8. 8. Challenge: Building ITIL Software • Built-in ITIL Processes works for 80% of businesses • Advanced Users can customize the rest 20% • Customization – Point & Click – no coding required
  9. 9. ITIL Modules Service Delivery Service Support (Strategy) (Operations) • Availability • Incident • Capacity • Problem • Security • Change • FMITS • Release • SLM • CMDB • ITSCM Blue Book Red Book
  10. 10. Incident Management
  11. 11. Incident Management • Incident is a disruption in the normal service • The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.
  12. 12. Incident Management - Example
  13. 13. Incidents and Workarounds Search for resolutions from the Incident 1 Search and Copy Resolutions based on keywords in incident 2
  14. 14. Problem Management
  15. 15. Problem Management • The goal of Problem Management is to find the root cause of incidents and reduce the impact on business. • It is a proactive approach that prevents recurrence of incidents.
  16. 16. Problem Management
  17. 17. Problem Management - SDP Problem Record 1 Problem Management Process With analysis 2 2 How many incidents can be closed if this problem is closed
  18. 18. Change Management
  19. 19. Change Management • The goal of Change Management is to control and manage approved changes with accepted risk.
  20. 20. Change Management Implementation Change Record with Process 1 tabs 3 2 Change Plan Process CAB Approvals 4 Release Management
  21. 21. Forward Schedule of Changes
  22. 22. CMDB • Don’t Complicate CMDB • Implement CMDB start from Critical Servers – • Map services to assets and people using it • Cover points of failure
  23. 23. CMDB 3 2 1 Paid software in the assets Which Business Service How many Users will be affected Depends on this asset if this asset fails?
  24. 24. ITIL Versions – What is right for me?
  25. 25. ITIL V3 ITIL V3 gets more focus on BSM Core Modules Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
  26. 26. How ITIL V3 relates to V2 Service Service Service Service Continual Strategy Design Transition Operation Improvement Serv. Availability Serv. Portfolio Change Incident Mgmt Reporting mgmt Capacity Financial Release Problem Service Mgmt Management Mgmt Continuity Request Configuration SLM Mgmt Fulfillment Security Event SKM Mgmt Management
  27. 27. Summary • ITIL is commonly perceived as complex, tedious and expensive • Fast, Easy, and affordable way to ITIL • ServiceDesk Plus has built-in ITIL Service Support processes, that can customized
  28. 28. Thanks Questions
  29. 29. More Info Website & 30 day free trial www.servicedeskplus.com Online Demo http://demo.servicedeskplus.com

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