Best Practice  “Definitions”  &  Additional Resources
Best Practice  <ul><li>Proven Activities or Processes that have been successfully used by multiple Organizations </li></ul...
Service Management <ul><li>Service Management is a set of specialized organizational capabilities for providing value to c...
IT Service Management (ITSM) <ul><li>The implementation and management of Quality IT Services that meet the needs of the B...
IT Service Management Lifecycle <ul><li>An approach to IT Service Management that emphasizes the importance of coordinatio...
Process <ul><li>A structured set of Activities designed to accomplish a specific Objective </li></ul><ul><li>A Process tak...
ITIL® (IT Infrastructure Library) <ul><li>A set of Best Practice guidance for IT Service Management. ITIL® is owned by the...
What is ITIL®? <ul><li>ITIL®,  I nformation  T echnology  I nfrastructure  L ibrary is the most widely accepted approach t...
Who would benefit the most? <ul><li>Vice President of Information Technology, or CIO </li></ul><ul><li>IT Directors and Ma...
Why is ITIL® is popular? <ul><li>Companies in both the U.S. and Canada ITIL® Certification is required of their IT contrac...
5 Reasons Why ITIL Implementations Fail <ul><li>Lack of management commitment </li></ul><ul><li>Spending too much time on ...
IT Service Management Forum (itSMF)  <ul><li>The IT Service Management Forum is an independent Organization dedicated to p...
Quick Win  <ul><li>An improvement Activity which is expected to provide a Return on Investment in a short period of time w...
Additional Information… <ul><li>www.microsoft.com/mof </li></ul><ul><li>www.tmforum.org </li></ul><ul><li>www.itgi.org </l...
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Best Practice Definitions &amp; Additional Resources

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Recap of some best practice definitions, benefits and additional websites for more information on best practice frameworks available. Remember - there are no silver bullets!

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  • ITIL is relevant to anyone involved in the delivery of support of IT services. Whether you are managing day-to-day IT services, or establishing and refining existing processes, ITIL can help you apply internationally proven best practices for the IT services and support you provide.
  • All types of management like IT management, operations management, and implementation managers
  • Other Reasons: Not assigning process owners, Being too ambitious, Not creating work instructions, Ignoring solutions other than ITIL, and Allowing departmental demarcation Lack of Management: No project can succeed without management commitment and drive Spending too much time…:When you start to approach ITIL, there is temptation to produce complex and detailed processes. This is not necessary for most of the processes, and wastes valuable time and resources. Concentrating too much…:Most IT monitoring activities concentrate on performance, while ignoring quality and processes. Failing to maintain momentum: It’s a huge effort to implement all ITIL processes and maintain the momentum, especially if the biggest gains come early in the ITIL Implementation. Not reviewing the entire…: You should look at the entire ITIL framework when putting ITIL Best Practices in place
  • Best Practice Definitions &amp; Additional Resources

    1. 1. Best Practice “Definitions” & Additional Resources
    2. 2. Best Practice <ul><li>Proven Activities or Processes that have been successfully used by multiple Organizations </li></ul><ul><li>ITIL® is an example of Best Practice </li></ul>
    3. 3. Service Management <ul><li>Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services </li></ul>
    4. 4. IT Service Management (ITSM) <ul><li>The implementation and management of Quality IT Services that meet the needs of the Business </li></ul><ul><li>IT Service Management is performed by IT Service Providers through an appropriate mix of people, Process and Information Technology </li></ul>
    5. 5. IT Service Management Lifecycle <ul><li>An approach to IT Service Management that emphasizes the importance of coordination and Control across the various Functions, Processes, and Systems necessary to manage the full Lifecycle of IT Services </li></ul><ul><li>The IT Service Management Lifecycle approach considers the Strategy, Design, Transition, Operation and Continuous Improvement of IT Services </li></ul><ul><li>In ITIL ® the ITSM Lifecycle: Uses the ITIL® Library of Books </li></ul>
    6. 6. Process <ul><li>A structured set of Activities designed to accomplish a specific Objective </li></ul><ul><li>A Process takes one or more defined inputs and turns them into defined outputs </li></ul><ul><li>A Process may include any of the Roles, responsibilities, tools and management Controls required to reliably deliver the outputs. A Process may define Policies, Standards, Guidelines, Activities, and Work Instructions if they are needed </li></ul>
    7. 7. ITIL® (IT Infrastructure Library) <ul><li>A set of Best Practice guidance for IT Service Management. ITIL® is owned by the OGC and consists of a series of publications giving guidance on the provision of Quality IT Services, and on the Processes and facilities needed to support them </li></ul><ul><li>See http ://www.itil.co.uk/ for more information </li></ul>
    8. 8. What is ITIL®? <ul><li>ITIL®, I nformation T echnology I nfrastructure L ibrary is the most widely accepted approach to IT service management in the world </li></ul><ul><li>ITIL® is also supported by a comprehensive qualifications scheme, accredited training organizations, and implementations and assessment tools </li></ul>
    9. 9. Who would benefit the most? <ul><li>Vice President of Information Technology, or CIO </li></ul><ul><li>IT Directors and Managers </li></ul><ul><li>Service Providers </li></ul><ul><li>Service Desk Support </li></ul><ul><li>IT Staff Members </li></ul><ul><li>Project Managers </li></ul><ul><li>IT Resources & IT Customers! </li></ul>
    10. 10. Why is ITIL® is popular? <ul><li>Companies in both the U.S. and Canada ITIL® Certification is required of their IT contractors </li></ul><ul><li>Companies will have the ability to assess their performance at any point in time, with ITIL® training </li></ul><ul><li>Companies want to make IT Service Management more effective in today’s business world and are heavily reliant on IT services </li></ul>
    11. 11. 5 Reasons Why ITIL Implementations Fail <ul><li>Lack of management commitment </li></ul><ul><li>Spending too much time on complicated process diagrams </li></ul><ul><li>Concentrating too much on performance </li></ul><ul><li>Failing to maintain momentum </li></ul><ul><li>Not reviewing the entire ITIL framework </li></ul>1- 5 are taken from Malcolm Fry, “Top 10 Reason’s Why ITIL Implementations Fail”, Do not follow the K.I.S.S. Principle
    12. 12. IT Service Management Forum (itSMF) <ul><li>The IT Service Management Forum is an independent Organization dedicated to promoting a professional approach to IT Service Management </li></ul><ul><li>The itSMF is a not-for-profit membership Organization with representation in many countries around the world (itSMF Chapters). The itSMF and its membership contribute to the development of ITIL and associated IT Service Management Standards </li></ul><ul><li>See http://www.itsmf.com/ for more information. </li></ul>
    13. 13. Quick Win <ul><li>An improvement Activity which is expected to provide a Return on Investment in a short period of time with relatively small Cost and effort. </li></ul>
    14. 14. Additional Information… <ul><li>www.microsoft.com/mof </li></ul><ul><li>www.tmforum.org </li></ul><ul><li>www.itgi.org </li></ul><ul><li>And many more… </li></ul>
    15. 15. Thank You

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