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How to implement effective ITSM System


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Presentation from the 5th itSMF SEE Regional Event on title: KEY ITSM DRIVERS FOR BUSINESS SUCCESS.The conference covered more than 30 inspiring and thought-provoking sessions, and as such it was the biggest and best-ever IT Service Management programme of seminars, panel discussions and keynotes in South East Europe. (

Online version of the presentation -

Published in: Technology, Business

How to implement effective ITSM System

  1. 1. Ana MeskovskaDaniela Gavrilovska How to implement Successful ITSM Systems 5th annual itSMF SEE Conference - Belgrade
  2. 2. About us Ana Meskovska, B.Sc. EE, CMC  Consultantin T&P Consulting  Quality and Information Security Manager  Member of the Board of directors of itSMF Macedonia Daniela Gavrilovska,  Support Account Manager  Member of itSMF Macedonia
  3. 3. Content Basic definitions ITSM hierarchy ITSM certifications What is new? Process of implementation People, Process, Technology Technology overview
  4. 4. Basic definitions IT service management (ITSM) is a discipline for managing IT systems, philosophically centered on the customers perspective of ITs contribution to the business. Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for ITSM, IT development and IT operations. ISO 20000 is the first international standard for ITSM (known as the quality standard for IT Service Management)
  5. 5. ITSM hierarchy 5
  6. 6. ITSM certifications Certifications for Organizations  ISO 20000 Certification Certifications for Professionals  ISO 20000 Qualifications  ITIL Version 3 Qualifications 6
  7. 7. ISO 20000 – Certificate for organizations Any organization is able to claim compliance with the ISO/IEC 20000 standard It is more valuable for such claims to be independently verified as part of a formal certification scheme. ISO 20000 certified organization  must comply with the standard  must be assessed by Registered Certification Body (RCB) RCB – organization registered by itSMF and granted permission to operate under the itSMF 7
  8. 8. ITSM Box
  9. 9. What is new? ISO/IEC 20000-1:2005 Information technology - Service management - Part 1: Specification ISO/IEC 20000-1:2011 Information technology - Service management - Part 1: Service management system requirements
  10. 10. Implementation process – Phase 1
  11. 11. Implementation process – Phase 2
  12. 12. Implementation process – Phase 3
  13. 13. People, Process, Technology People Process Tools
  14. 14. Question In an uncertain economy, where should the enterprise focus its attention and resources? The No. 1 answer was “improving business process” This has been the No. 1 response for the last five years! January 2010 CIO Survey, Gartner
  15. 15. Improvements Improvements in knowledge, skills, attitudes and Improvements in design and experience can partly engineering of activities, compensate for poorly tasks and interfaces can designed or inadequate compensate for limitations of processes, applications and people. infrastructure Automation of routine processes can reduce variation, allow quick adjustments to process capacity, and relieve stress on service staff during peak demand and off-hours.
  16. 16. Ease of Automation
  17. 17. Tools 1/6 ServiceService Desk CMDB Request and Define the services within fulfillment a catalogue structure in Track incidents, assign Control over the conjunction with the them to a technician for enterprise environment; business customers and resolution, and report on license, regulatory, patch create a service portal successful resolution and service management that allows users to request services Identifies the root cause Groups incidents into Defining of relationships and resolve the issue problems and addresses between Cis using pre-programmed the underlying causes and scripted self-healing techniques
  18. 18. Tools 2/6 Asset Security KnowledgeManagement Management Protects the integrity of Management Who owns the asset who the network, systems and Captures data is accountable, cost of applications, guarding throughout the Incident ownership and against intrusion and and Problem maintenance and who inappropriate access and Management lifecycles posses it usage using keyword Provides information to Generates alerts that will Speeding up the overall finance group that trigger the auto- resolution process purchases assets generation of incidents
  19. 19. Tools 3/6Systems and Event Performance Network Management Management Analysis of responsiveness,Management Generates error messages transaction and traffic for event management that Events are captured and throughput and utilization feeds the Incident assessed by rules-based, levels optimizing the Management and model-based and policy performance of the IT Availability Management based correlation services evaluating system, processes networks, databases and applications Software deployment within Provides information their domains (e.g. Release regarding availability Generation of the data of patches, pushing of impacts and performance required to report on SLAs firmware upgrades to thresholds that have been and provide input to service remote components on the exceeded related to Improvement plans. network) capacity or utilization
  20. 20. Tools 4/6Application Automated Statisticaland Service Incident AnalysisPerformance /Problem Tools Monitoring Monitors the end-to-end Resolution Provides the functionality to delivery of services that Service outage generates logically group data, model provides system, an alert that automatically current services and enable application, Availability and triggers diagnosis and predictive models to support Capacity Managers and repair procedures future service growth Service Owners Provides key metrics such as Provides input to the availability, transaction These procedures then Availability, Capacity throughput, transaction identify the root cause and processes and support the response time, network resolve the issue using pre- analysis of MTRS, MTBFs, latency, server efficiency, programmed and scripted Demand Management, database I/O and SQL self-healing techniques workload analysis, service effectiveness. modeling, application sizing
  21. 21. Tools 5/6 Software Software TestIT GRC Version Management Managing Compliance - The Control Support the control of all Support the testing activities act or process of complying mainframe, open systems, of Release Management to a desire, demand, network and applications and deployment activities proposal or regimen or to software providing a providing development, coercion; conformity in Definitive Media Library regression testing, user fulfilling official type repository for the acceptance testing and pre- requirements development environment production QA GRC Program Management Version information must Integrate with Incident (Risks, Controls, Activities, & seamlessly integrate with Management to capture Reports) the CMS and Release testing-related incidents Management
  22. 22. Tools 6/6 Project and Financial Business Portfolio Management Intelligence/RManagement Gather critical usage metrics eporting Provides business-related Support the registration, for each of the technologies data from all toolsets decision support, costing, being measured, links in the representing a guide to resource management, costing information from direct the activities of IT as portfolio visibility and accounting software and a whole in support of the project management then reports, analyses and business customer allocates costs, Task assignments for development activities, change and release build Enabling customers to Ensures overall quality and information based on the evaluate the information in governance of service agreed portfolio, capture of many dimensions provision resource data from ITSM, TCO of portfolio and resource utilization data
  23. 23. Ten Factors for ITSM Resistance1. No management commitment2. Saying "YES" but meaning "NO"3. ITIL is the objective not what it should achieve4. Plan, do, continual improvement focus5. Never mind about following procedures just do what we normally do6. ITIL never work here7. Throwing (ITIL) solutions over the wall and hoping that people will follow them8. IT thinks it doesnt need to understand the business to make a business case9. Unable to specify the VALUE required by the business10. Everything has the highest priority according to the users
  24. 24. When Implementing a ChangeDo Don’t Establish a baseline  Try to micro-manage everything Develop a communication strategy and ensure that is  Put minor changes through bureaucratic process understand  Forget the agreed degree of risk Identify impact  Focus solely on IT Be able to articulate why we are making this change  Forget the people Identify skills knowledge required  Overcomplicate things Promote right culture  Ignore the after effects of failed change Promote organizational discipline  Neglect the costs of transition Integrate HR support  Succumb to inertia Put the right people on the right roles  Pretend that there will be no losers Help people to manage stress Encourage people to think that the situation can be improved Provide easy access to information and documentation
  25. 25. Conclusion ITSM implementation = Change ITSM implementation is a project  clearly define processes  automation is excellent but needs to be suitable to your organisation
  26. 26. +38975464706Thank you