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ITIL: What is it? Why you should use it? How to use it? August 9, 2007 T.C. Kaiser Senior Customer Solution Architect CA, Inc. Tampa Bay Technology Leadership.

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Presentation on theme: "ITIL: What is it? Why you should use it? How to use it? August 9, 2007 T.C. Kaiser Senior Customer Solution Architect CA, Inc. Tampa Bay Technology Leadership."— Presentation transcript:

1 ITIL: What is it? Why you should use it? How to use it? August 9, 2007 T.C. Kaiser Senior Customer Solution Architect CA, Inc. Tampa Bay Technology Leadership Association

2 2August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Agenda 1.The Big Picture 2.The IT Infrastructure Library – Definition, History, etc. 3.IT Service Management 4.ITIL v2 – Service Support and Service Delivery 5.ITIL v3 – The Service Lifecycle 6.The Benefits of ITSM 7.Real World Examples 8.Implementing ITIL – Recommendations, What Not to Do 9.Q&A

3 3August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Obstacles Prevent Effective Engagement IT Seen as Black Box: Business lacks visibility Poor customer satisfaction Overwhelming Demand: Unstructured capture of requests and ideas No formal process for prioritization and trade-offs Reactive vs. proactive

4 4August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Disparate Systems Reduce Efficiency No Single System of Record for Decision Making Relevant Metrics Hard to Obtain Disparate Systems Costly to Maintain and Upgrade

5 5August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA IT Governance Landscape

6 What is the Information Technology Infrastructure Library (ITIL)? History and Definitions

7 7August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA What is the IT Infrastructure Library? >ITIL is the basis of the worldwide standard for quality IT Service Management, ISO >ITIL was developed by the public and private sectors and globally adopted. >ITIL is in the public domain. “The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is a cohesive best practice framework, drawn from the public and private sectors internationally. It describes the organisation of IT resources to deliver business value, and documents processes, functions and roles in IT Service Management (ITSM).” Source: UK Office of Government Commerce

8 8August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA The History of ITIL 1980’s British government determined that the level of IT service quality they received was not sufficient. The Central Computer and Telecommunications Agency (CCTA) was assigned to develop a framework for efficient and financially responsible use of IT resources. This was a joint effort between the government and private sector experts The CCTA merged into the Office for Government Commerce (OGC). Microsoft used ITIL as the basis to develop the Microsoft Operations Framework (MOF) Version 2 of ITIL is released. The Service Support and Service Delivery books were redeveloped Version 3 of ITIL is released which adopts a lifecycle approach to Service Management with a better emphasis on IT-Business integration

9 9August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA IT Service Management >IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of an organization. This improves efficiency and effectiveness and reduces the risks of managing IT services. >Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Outcomes are possible from the performance of tasks and are limited by the presence of certain constraints

10 10August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA What is a Service? Source: OGC – “ITIL Refresh: Vendor pre-release briefing”, May 2007

11 11August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Anatomy of a Service (technical view) Applications Firewall Network Switch Load Balancer Portal Identity Manager Web Servers Router SAP PSFT Siebel 3 rd Party Applications Databases Mainframe Database Web Services

12 12August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA ITIL Service Management (v2) Service Management is the best known and most mature aspect of ITIL. It is comprised of two volumes: Service Support and Service Delivery. Service Management Service Support Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Service Delivery Service Level Management Financial Management Availability Management Continuity Management Capacity Management

13 13August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Core ITIL v3 Library Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007

14 14August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA ITIL v2 Service Support mapping to v3 ITIL V2 ProcessPrimary ITIL V3 Book Change ManagementService Transition Configuration ManagementService Transition Incident ManagementService Operation Problem ManagementService Operation Release ManagementService Transition Service DeskService Operation Service Asset and Configuration Management including the CMDB Service Transition CMBD is part of the Configuration Management system (CMS) Fault Management (ICT Volume)Service Operation Knowledge Management (NEW in the sense of service desk) Service Transition

15 15August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA ITIL v2 Service Delivery mapping to v3 ITIL V2 ProcessPrimary ITIL V3 Book Financial ManagementService Strategies Availability ManagementService Design Capacity ManagementService Design IT Service Continuity Management Service Design Referenced in Service Transition, Service Operation and Continual Service Improvement Service Level ManagementService Design Service Catalogue Management Service Design

16 16August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA ITIL Service Management (v3) Source: OGC – “ITIL Refresh: Vendor pre-release briefing”, May 2007

17 17August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Service Lifecycle Source: OGC – “ITIL Refresh: Vendor pre-release briefing”, May 2007

18 18August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Service Strategy >Practical Decision making >Business Eco systems >From value chains to value nets >Adaptive processes for customers, services and strategies >Linking to external practices and standards >Managing uncertainty and complexity >Increasing the economic life of services >Selecting, adapting and tuning the best IT service strategies Provides the guidance on how to design, develop, and implement service management as a strategic asset. Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007

19 19August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Service Design >Pragmatic Service Blueprint >Policies, Architecture, Portfolios, service models >Effective technology, process and measurement design >Outsource, shared services, co-source models? How to decide & how to do it >The service package of utility, warranty, capability, metrics tree >Triggers for re-design Guides the design and development of services and service management processes Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007

20 20August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Service Transition >Managing Change, Risk and Quality Assurance >Newly designed Change, Release & Configuration processes >Risk and quality assurance of design >Managing organization & cultural change during transition >Service knowledge management system >Integrating projects into transition >Creating & selecting transition models Provides guidance for the development and improvement of capabilities necessary to transition new and/or changed services into operations Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007

21 21August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Service Operation >Responsive, stable services >Robust end to end operations practices >Redesigned, incident and problem processes >New functions and processes >Event, technology and request management >Influencing strategy, design, transition and improvement >SOA, virtualization, adaptive, agile service operation models Tailors guidance on achieving effectiveness and efficiency in the delivery and support of services such that value is achieved for the customer and captured by the service provider Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007

22 22August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Continual Service Improvement >Measurements that mean something and improvements that work >The business case for ROI >Getting past just talking about it >Overall health of ITSM >Portfolio alignment in real-time with business needs >Growth and maturity of SM practice >How to measure, interpret and execute results Sustains the creation and maintenance of customer value through better design, introduction, and operation of services Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007

23 23August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Shifting Focus Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007

24 Why ITIL? Why should you implement processes based on the ITIL Framework?

25 25August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA The Case for IT Service Management >The Business is more and more dependent on IT. >Complexity of IT constantly increases. >Customers are demanding more for less. >Global competitiveness growing at a rapid rate requiring a more flexible approach to integration. >Stronger focus on controlling the costs of IT. >Low customer satisfaction levels.

26 26August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Benefits to the Organization >Improve Resource Utilization >Be more competitive >Decrease rework >Eliminate redundant work >Improve upon project deliverables and time >Improve availability, reliability and security of mission critical IT services >Justify the cost of service quality >Provide services that meet business, customer, and user demands >Integrate central processes >Document and communicate roles and responsibilities in service provision >Learn from previous experience >Provide demonstrable performance indicators Source: Pink Elephant – “The Benefits of ITIL® White Paper”, March 2006

27 27August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Real World Benefits >Procter & Gamble Started using ITIL in 1999 and has realized a 6% to 8% cut in operating costs. Another ITIL project has reduced help desk calls by 10%. In four years, the company reported overall savings of about $500 million. >Caterpillar Embarked on a series of ITIL projects in After applying ITIL principles, the rate of achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%. >Nationwide Insurance Implementing key ITIL processes in 2001 led to a 40% reduction of its systems outages. The company estimates a $4.3 million ROI over the next three years. >Capital One An ITIL program that began in 2001 resulted in a 30% reduction in systems crashes and software-distribution errors, and a 92% reduction in “business-critical” incidents by Source: Pink Elephant – “The Benefits of ITIL® White Paper”, March 2006

28 28August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Why Implement ITIL >Streamline service delivery and support processes >Develop repeatable procedures to aid first level support groups >Reduce number of service incidents and outages >Implement standards to do things right the first time >Perform proactive analysis, prevention and resolution >Plan for and ensure future capacity >Define clear services and service targets >Accurately allocate and recover costs >Audit, manage and improve IT processes Ultimately IT Service Management is about maximizing the ability of IT to provide services that are cost-effective and meet the expectations and needs of the business. Reduce Cost of Operations Improve Service Quality Improve Compliance Improve User Satisfaction

29 The How ITIL Implementation Best Practices

30 30August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA ITIL is not a step-by-step process “ITIL Processes can be difficult to implement since ITIL in it's current form describes the "what" but not the "how" of IT service delivery. In other words, a lack of implementation tools and best practices are increasing costs and timelines related to ITIL implementation.”

31 31August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Each ITIL Initiative is Unique Source: OGC – “ITIL Refresh: Vendor pre-release briefing”, May 2007

32 32August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA What NOT to do 1.Insufficient Management Buy-in or Budget. 2.Ignoring the need to market and communicate within & outside IT. 3.Training internal staff to the Foundation level with the expectation they can then implement ITIL successfully. 4.No External Baseline Assessment or adoption of a maturity model to Create a valid roadmap. 5.Thinking that technology alone can address the requirement for ITIL i.e. migrating bad process to new technology so automation is therefore not efficient enough to address IT needs. 6.Confusing Process with Procedures. 7.Not dedicating enough resources to the development effort. 8.Thinking process development equates to process implementation. 9.Weak documentation effort leads to inconsistent approach with very little chance of repeatability amongst IT Staff. 10.Failure to address IT Governance alignment.

33 33August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Recommendations >Create a sense of urgency! >Decide/Declare Service Management Strategy >Engage all employees >Create Communications and Awareness campaigns >Focus on areas of pain >Create a Program to transform the organization >Appoint program sponsors and key players >Assess, Design, Build and Implement process refinement >Create an ITSM adoption program with a charter

34 34August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Recommendations >Develop a phased approach, which includes repeatable and consistent standards for all processes to follow >Breakdown work into “manageable chunks” >Appoint process owners >Begin remediation process >Utilize/Establish program management

35 35August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Iterative Process What is the vision? Where are we now? Where do we want to be? How do we get there? How do we check we got there? High Level Objectives Assessments Measurable Targets Process Improvements Measurement And Metrics How do we keep the momentum going?

36 36August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Helpful Links >www.itsmf.net – IT Service Management Forum.www.itsmf.net  Tampa Bay Local Interest Group (LIG) meeting – Sept. 22, 2pm. >www.itsmfusion.com – itSMF USA Conference, Sept , Charlotte, NC.www.itsmfusion.com >www.ogc.gov.uk – UK Office of Government and Commerce.www.ogc.gov.uk >www.pinkelephant.com – ITSM consulting, events, education.www.pinkelephant.com >www.exin.org – Independent education institute.www.exin.org >www.itpreneurs.com – Training solutions for IT Management and IT Governance.www.itpreneurs.com

37 37August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA Questions? For More Information: T.C. Kaiser Sr. Customer Solution Architect CA, Inc mobile


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