This document discusses attaining IT service maturity through implementing ITIL best practices. It begins with background on an ITSM conference and a general lack of awareness about ITSM benefits. It then discusses concepts of service maturity, defining IT service management and describing the five core areas of ITIL v3: service strategy, design, transition, operations, and continual service improvement. Finally, it proposes a framework for ITIL implementation involving people, processes, and technology and achieving a balanced approach over time.

1. Attaining IT Service MaturityWhys, whats & howsLead presentation in the Vyom Labs IT Service Management ConferencebyAtul KherdePractice Head (ITSM)atul@vyomlabs.com

2. Background on the conferenceGeneral lack of awareness about ITSM benefits Across the boardVisionary approach – rarely seenCustomer ‘closure’ rather than 'needs’ driven approachPlethora of incomplete implementation effortsGiving a ‘bad name’ to ITSM/ITILVyom Labs being an end-to-end solutions provider in this space wishes to contribute towards the global spread of ITIL / ITSM best practices.

3. IT Service MaturityHow far to go?Life in an ITIL v3 Environment…How to go that far?Suggested implementation sequence - ISO 20 000

4. What is IT Service Management?Understanding Services SensibilitiesOrdinary items, Bank Token serviceFor best results, an IT Establishment should be operated as a SERVICE MANAGEMENT ESTABLISHMENTIT Service Management is a structured approach to IT service delivery and support based on ITIL best practicesITIL v3 scores over v2 by ensuring faster processing of new or changed services by adopting a service lifecycleapproachIT Service Management is a set of good/best practices to manage IT Services largely based on ITILITIL v3 is a set of 5 books on complete service lifecycleStrategy, Design, Transition, Operations & CSI

5. Gartner Group Maturity ModelValueThis curve denotes GROUP maturity as distinct from individual maturityServiceProactiveReactive Fire Fighting

6. Concepts of Service MaturityService Request – menu card offering Incident – unexpected ‘goof up’ on a serviceStability index: Ratio of Incidents / Service requestsAirline industry ?Hospitality industry ? And How much for IT Industry?Induction maturityLead Time for delivering productive service for fresherHow far to go?IT Industry has to go really really faar..!

7. What is ITIL?ITIL is a public framework that describes Best Practices in IT service managementInitial version consisted of 31 associated books covering all aspects of IT service provisionIt was then revised & replaced by 7 more closely connected and consistent books in ITIL v2In 2007, ITIL v3 with five core books was releasedV2 advocated a process based approach Best kitchenV3 promotes a service lifecycleGet the Menu Card correct

8. ITIL v3 Core

9. Phase-wise focal points in ITIL v3The Business / CustomersRequirementsServiceStrategyRequirementsConstraintsPoliciesStrategiesServiceDesignSDP sStandardsArchitecturesSolutionDesignsServiceTransitionService PortfolioService CatalogueSKMSTestedsolutionsTransitionPlansService OperationOperationalServicesOperationalPlansContinual ServiceImprovementImprovementactions and plansOver its lifetime, every service iterates many times through this cycle

10. Five major areas of Service DesignService Portfolio DesignDesign of Services: Identification of Business RequirementsDefinition of Service requirementsTechnology and architectural designProcess designMeasurement designIntegrated design:Service Design Package

11. Service ModelService ModelpaFunctionWhat HAPPENS there?StructureWhat IS there?Service OperationService Model Facilitates collaboration & communication in the service life cycle.

12. Service V Model

13. Life in v3 Service LifecycleRole of IT: Business enabler rather than supporterWhy - Service strategyWhat – Service DesignHow – Service TransitionDo it! – Service Operations Do it better – Continual Service ImprovementEmphasis on IT Services rather than processFaster processing of new service proposalsQuicker diagnosis and resolution of predicamentsHigh Service Maturity characterized by predictable service delivery

14. IT Service MaturityHow far to go?Life in an ITIL v3 Environment…How to go that far?Suggested implementation sequence for ISO 20 000

15. An exciting journey of continuous improvementIT Service Quality is not a destination…ISO 20 000 and beyond…It is a journey…

16. PeopleITIL trainings (from Foundation to ITIL Expert level), Orientation, Mobilization and Rollout workshops`ProcessProcess Discovery, Design, Documentation, KPI Design, Dashboard Design and Report creation and Process Implementation with appropriate trainingTechno-logyDocument Control System, CMDB, CMS, ITSM Tool, Customization, Testing and Hand-holding after go-liveBalance these three critical areas…A healthy balance between the three critical areas essential People Processes and TechnologyAll implementation efforts should happen as a part of a larger planOrganizations should try to get a single point of contact.

17. ITIL Implementation Framework10-14Time (weeks):1-214-1610-12ITSMAssessITSM PlanITSMImplementITSMManageWhat is the Vision?Where do we want to go?How do we get to our Vision?How do we know we have succeeded?Where are we now?How to keep the Momentum?

18. The take aways…ITIL is the de-facto standard in IT Service Management worldwideGlobally, ITIL/ITSM is the way to go for IT Management careersIndividuals have clear certification paths Organizations look at ISO 20 000 Suggested Actionable:What is in it for me?

19. Thank You!Questions?Atul KherdePractice Head (ITSM)atul@vyomlabs.com