ITIL
Agenda <ul><li>What is ITIL? </li></ul><ul><li>Why ITIL? </li></ul><ul><li>How did we begin? </li></ul><ul><li>What have w...
What is ITIL? <ul><li>Created in the 80s by the British Government to address inefficiencies with providing IT services to...
What is ITIL? <ul><li>ITIL Version 3 </li></ul><ul><li>5 core books </li></ul><ul><ul><li>Service Strategy </li></ul></ul>...
What is ITIL? Service Strategy <ul><li>The Practice of Service Management </li></ul><ul><li>Service Principles </li></ul><...
What is ITIL? Service Design <ul><li>Service Design Principles  (New) </li></ul><ul><li>S ervice Design Processes </li></u...
What is ITIL? Service Transition <ul><li>Service Transition Principles </li></ul><ul><li>Service Transition Processes </li...
What is ITIL? Service Operation <ul><li>Service Operation Principles </li></ul><ul><li>Service Operation Processes </li></...
What is ITIL? Continual Service Improvement <ul><li>Continual Improvement Principles & Fundamentals  (New) </li></ul><ul><...
 
 
Why ITIL? <ul><li>Operate IT like a business to provide reliable, available, & serviceable IT services & infrastructure </...
How did we begin? <ul><li>Change management </li></ul><ul><ul><li>Dedicated resource 2004 to address audit recommendations...
What have we done? <ul><ul><li>Engaged Gartner (Metagroup) </li></ul></ul><ul><ul><ul><li>Assisted in self assessment – </...
What have we done? <ul><li>5 year plan </li></ul><ul><ul><li>Completed </li></ul></ul><ul><ul><ul><li>Incident </li></ul><...
What have we done? <ul><li>Incident and Problem Management </li></ul><ul><ul><li>Identified tasks related to Incident & Pr...
What have we done? <ul><li>Configuration Management </li></ul><ul><ul><li>Identified CIs to meet our needs </li></ul></ul>...
What have we done? <ul><li>IT Service Continuity </li></ul><ul><ul><li>Identified key business functions and required appl...
What have we done? <ul><li>Continue with evangelistic approach </li></ul><ul><li>Trained and certified 22 key team members...
What have we done? <ul><li>Business priorities </li></ul><ul><ul><li>Last year completed over 75 projects </li></ul></ul><...
What do we expect to gain? <ul><li>Received reliance on our IT controls from E&Y </li></ul><ul><li>Ensure that we are an o...
What do we expect to gain? <ul><li>Clearly defined and repeatable processes that enable quick, 1 st  time quality customer...
Questions? <ul><li>? </li></ul>
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Itil Updated Aug2008 For Cio Presentation

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  • Itil Updated Aug2008 For Cio Presentation

    1. 1. ITIL
    2. 2. Agenda <ul><li>What is ITIL? </li></ul><ul><li>Why ITIL? </li></ul><ul><li>How did we begin? </li></ul><ul><li>What have we done? </li></ul><ul><li>What do we expect to gain? </li></ul><ul><li>Questions? </li></ul>
    3. 3. What is ITIL? <ul><li>Created in the 80s by the British Government to address inefficiencies with providing IT services to meet the growing demands </li></ul><ul><li>Common sense & best practices (mainframe operations) </li></ul><ul><li>ITIL – a framework for service oriented IT organization based on 11 core disciplines. </li></ul><ul><li>These disciplines are not implemented , but come about as an evolution to the manner in which we conduct our day to day business </li></ul>
    4. 4. What is ITIL? <ul><li>ITIL Version 3 </li></ul><ul><li>5 core books </li></ul><ul><ul><li>Service Strategy </li></ul></ul><ul><ul><li>Service Design </li></ul></ul><ul><ul><li>Service Transition </li></ul></ul><ul><ul><li>Service Operation </li></ul></ul><ul><ul><li>Continual Service Improvement </li></ul></ul>
    5. 5. What is ITIL? Service Strategy <ul><li>The Practice of Service Management </li></ul><ul><li>Service Principles </li></ul><ul><ul><li>Service Assets, Provider Types, Structures, Fundamentals (New) </li></ul></ul><ul><li>Service Strategy (New) </li></ul><ul><li>Service Economics </li></ul><ul><ul><li>IT Financial Management </li></ul></ul><ul><ul><li>Return on Investment (New) </li></ul></ul><ul><ul><li>Service Portfolio Management (New) </li></ul></ul><ul><ul><li>Demand Management (New) </li></ul></ul><ul><li>Strategy & Organization Culture, Technology, Operations (New) </li></ul>
    6. 6. What is ITIL? Service Design <ul><li>Service Design Principles (New) </li></ul><ul><li>S ervice Design Processes </li></ul><ul><ul><li>Service Catalog Management (New) </li></ul></ul><ul><ul><li>Service Level Management </li></ul></ul><ul><ul><li>Capacity Management </li></ul></ul><ul><ul><li>Availability Management </li></ul></ul><ul><ul><li>Service Continuity Management </li></ul></ul><ul><ul><li>Information Security Management </li></ul></ul><ul><ul><li>Supplier Management (New) </li></ul></ul><ul><ul><li>Application Management (New as core) </li></ul></ul><ul><ul><li>Data & Information Management (New) </li></ul></ul><ul><ul><li>Requirements Engineering (New) </li></ul></ul><ul><li>Service Design Considerations (Organization, Process & Tools) ( New) </li></ul>
    7. 7. What is ITIL? Service Transition <ul><li>Service Transition Principles </li></ul><ul><li>Service Transition Processes </li></ul><ul><ul><li>Transition Planning & Support (New) </li></ul></ul><ul><ul><li>Change Management </li></ul></ul><ul><ul><li>Service Asset (New) & Configuration Management </li></ul></ul><ul><ul><li>Configuration Management System (New) </li></ul></ul><ul><ul><li>Release & Deployment Management </li></ul></ul><ul><ul><li>Service Validation & Testing (New) </li></ul></ul><ul><ul><li>Evaluation (New) </li></ul></ul><ul><ul><li>Knowledge Management (New) </li></ul></ul>
    8. 8. What is ITIL? Service Operation <ul><li>Service Operation Principles </li></ul><ul><li>Service Operation Processes </li></ul><ul><ul><li>Event Management (New) </li></ul></ul><ul><ul><li>Incident Management </li></ul></ul><ul><ul><li>Request Fulfillment (New) </li></ul></ul><ul><ul><li>Problem Management </li></ul></ul><ul><ul><li>Access Management (New) </li></ul></ul><ul><ul><li>Monitor & Control, IT Operations, Tech. Domain Mgmt. (New) </li></ul></ul><ul><li>Functions: </li></ul><ul><ul><li>Service Desk </li></ul></ul><ul><ul><li>Technical Management (New) </li></ul></ul><ul><ul><li>IT Operations Management (New) </li></ul></ul><ul><ul><li>Applications Management (New) </li></ul></ul>
    9. 9. What is ITIL? Continual Service Improvement <ul><li>Continual Improvement Principles & Fundamentals (New) </li></ul><ul><li>Continual Improvement Processes (New) </li></ul><ul><ul><li>The Seven Step Improvement Process </li></ul></ul><ul><ul><li>Service Reporting </li></ul></ul><ul><ul><li>Service Measurement </li></ul></ul><ul><ul><li>Return on Investment (ROI) for CSI </li></ul></ul><ul><ul><li>Business Questions for CSI </li></ul></ul><ul><ul><li>Service Level Management & Service Improvement </li></ul></ul><ul><li>CSI Methods & Techniques: Assessments, Benchmarking, Measurement Models (SWOT, Balanced Score Card) (New) </li></ul>
    10. 12. Why ITIL? <ul><li>Operate IT like a business to provide reliable, available, & serviceable IT services & infrastructure </li></ul><ul><li>A catalyst to facilitate changing the way an organization operates from a functional silo to a service oriented design comprised of cross-functional teams unified in the common pursuit of service excellence. </li></ul><ul><li>Leverages W. Edwards Deming PDCA model </li></ul><ul><li>Clearly defined, documented, & repeatable processes – consistent, efficiencies, planned vs. hero tactics </li></ul><ul><li>Widely accepted in European companies and quickly moving into the US market. </li></ul><ul><li>ISO 20000 published in 2005 is making the way for ITIL ISO certification </li></ul>
    11. 13. How did we begin? <ul><li>Change management </li></ul><ul><ul><li>Dedicated resource 2004 to address audit recommendations </li></ul></ul><ul><ul><li>Add structure to a somewhat chaotic environment </li></ul></ul><ul><ul><li>Clearly defined & accepted procedures & policies </li></ul></ul><ul><ul><ul><li>More stringent – no exceptions </li></ul></ul></ul><ul><ul><ul><li>Application modifications to implement business logic </li></ul></ul></ul><ul><ul><ul><li>Online calendar – visibility </li></ul></ul></ul><ul><ul><ul><li>Exception reports </li></ul></ul></ul><ul><ul><ul><li>Metrics </li></ul></ul></ul><ul><ul><li>Streamlined change advisory board meeting </li></ul></ul><ul><ul><li>Audit and approval controls implemented </li></ul></ul>
    12. 14. What have we done? <ul><ul><li>Engaged Gartner (Metagroup) </li></ul></ul><ul><ul><ul><li>Assisted in self assessment – </li></ul></ul></ul><ul><ul><ul><ul><li>CMMI model – </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>1 Initial – processes are chaotic, heroics, ad-hoc, normally unstable </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>2 Managed – processes are planned, measured and controlled. </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>3 Defined – processes are well characterized and understood and described in standards, procedures, tools, & methods. Processes established and improved over time. Consistent across the organization </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>4 Quantitatively Managed – sub-processes are controlled using statistical & other quantitative techniques. Established quantitative objectives for process quality & performance </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>5 Optimizing – processes continually improved though incremental & innovative means </li></ul></ul></ul></ul></ul><ul><ul><ul><li>TIC overall CMMI average 1.6 (industry 2.4) </li></ul></ul></ul><ul><ul><ul><li>Range from 1.0 to 3.3 (industry range 1.7 to 3.2) </li></ul></ul></ul>
    13. 15. What have we done? <ul><li>5 year plan </li></ul><ul><ul><li>Completed </li></ul></ul><ul><ul><ul><li>Incident </li></ul></ul></ul><ul><ul><ul><li>Problem </li></ul></ul></ul><ul><ul><li>IT Service Continuity </li></ul></ul><ul><ul><li>Next </li></ul></ul><ul><ul><ul><li>Configuration (CMDB) </li></ul></ul></ul><ul><ul><ul><li>Asset & Inventory </li></ul></ul></ul><ul><ul><ul><li>Release </li></ul></ul></ul>
    14. 16. What have we done? <ul><li>Incident and Problem Management </li></ul><ul><ul><li>Identified tasks related to Incident & Problem Management </li></ul></ul><ul><ul><li>Required all incidents to be logged </li></ul></ul><ul><ul><li>Documented procedures to enable transition to Service Desk </li></ul></ul><ul><ul><ul><li>Customer satisfaction has continued to increase (80% to 90% surveys) </li></ul></ul></ul><ul><ul><ul><li>We have continued to increase 1st call resolution </li></ul></ul></ul><ul><ul><li>Refined Problem Management procedures </li></ul></ul><ul><ul><li>Established standard root cause categories </li></ul></ul>
    15. 17. What have we done? <ul><li>Configuration Management </li></ul><ul><ul><li>Identified CIs to meet our needs </li></ul></ul><ul><ul><li>Created RFI based on our needs </li></ul></ul><ul><ul><li>Chose best fit for TIC </li></ul></ul>
    16. 18. What have we done? <ul><li>IT Service Continuity </li></ul><ul><ul><li>Identified key business functions and required applications </li></ul></ul><ul><ul><li>Engaged co-location vendor </li></ul></ul><ul><ul><li>Leverage virtualization & replication technology </li></ul></ul><ul><li>Go-live end of July 2007 </li></ul>
    17. 19. What have we done? <ul><li>Continue with evangelistic approach </li></ul><ul><li>Trained and certified 22 key team members. </li></ul><ul><ul><li>1st class had 100% pass rate. </li></ul></ul><ul><ul><li>2nd class all but one passed. </li></ul></ul>
    18. 20. What have we done? <ul><li>Business priorities </li></ul><ul><ul><li>Last year completed over 75 projects </li></ul></ul><ul><ul><li>Focused on technology, improvements, and efficiencies </li></ul></ul>
    19. 21. What do we expect to gain? <ul><li>Received reliance on our IT controls from E&Y </li></ul><ul><li>Ensure that we are an organization that provides the most efficient and cost effective IT services that enable our customers to meet their current and future objectives. </li></ul><ul><li>Complexity and size of our environment continues to grow and that growth benefits from clearly defined, documented, and repeatable processes and procedures. </li></ul><ul><li>Improve IT Service Delivery and Support </li></ul><ul><li>Improve IT efficiencies </li></ul>
    20. 22. What do we expect to gain? <ul><li>Clearly defined and repeatable processes that enable quick, 1 st time quality customer support and product delivery </li></ul><ul><li>Leverage best practices to maintain our reputation as a 1 st -class organization </li></ul><ul><li>Increased proactive problem identification </li></ul><ul><ul><li>Improved root cause analysis </li></ul></ul><ul><ul><li>Reduce recurring problems </li></ul></ul><ul><li>Lower costs – do more with less </li></ul>
    21. 23. Questions? <ul><li>? </li></ul>

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