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
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ITIL Webinar with Forrester
- 1. ITIL For Those Who Don’t Have The Time Alex D Paul
- 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. New Heroes Don’t Have Time •Impatient - Want Results Now •Quick, Easy & Reliable •Products are built for people who don’t have time
- 4. What People think about ITIL Complicated & Time Not for SMBs Consuming Expensive
- 5. After Training - Where Do I Start? ITIL V2 ITIL V3 Pink Elephant Certification ITIL Process ISO consultants 20000
- 6. ITIL Process and Software Training Consulting Software & Implementation This is where businesses are lost in space
- 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. 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. ITIL Modules Service Delivery Service Support (Strategy) (Operations) • Availability • Incident • Capacity • Problem • Security • Change • FMITS • Release • SLM • CMDB • ITSCM Blue Book Red Book
- 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. Incident Management - Example
- 13. Incidents and Workarounds Search for resolutions from the Incident 1 Search and Copy Resolutions based on keywords in incident 2
- 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.
- 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
- 19. Change Management • The goal of Change Management is to control and manage approved changes with accepted risk.
- 20. Change Management Implementation Change Record with Process 1 tabs 3 2 Change Plan Process CAB Approvals 4 Release Management
- 21. Forward Schedule of Changes
- 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. 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. ITIL Versions – What is right for me?
- 25. ITIL V3 ITIL V3 gets more focus on BSM Core Modules Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
- 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. 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. Thanks Questions
- 29. More Info Website & 30 day free trial www.servicedeskplus.com Online Demo http://demo.servicedeskplus.com