1. IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED

2. What is ITIL? Basic Principles How to Use It Bend It to Suit Your Needs Why ITIL Works When ITIL Won’t Incompletely Tailored Improper Launch Payoff TABLE OF CONTENTS Fig 1. Total service-impacting issues by month after ITIL implementation.

3. WHAT IS ITIL? BASIC PRINCIPLES

4. WHAT IS ITIL? An acronym. “Information Technology Infrastructure Library.” A way to find order in chaos. ITIL provides a framework that allows a company to categorize problems, sort them through a workflow, and discover solutions much more rapidly than relying on an organic process.

5. USING ITIL BASIC PRINCIPLES

6. BASIC ITIL JARGON Service- Do you deliver it? Do your customers need it, or you need it to serve your customers? Then it’s a service. Problem- An aspect of a service that is not functioning properly. If left alone long enough, will become an incident. 1.Process fails 2.Alerts

7. BASIC ITIL JARGON Incident- A service-impacting issue. Requires triage time to resolve and typically impacts a company’s customers. 1.Hardware failures 2.Outages Change- A planned alteration to a service. Mitigates problems, and resolves incidents. 1.Also introduces new risk.

8. ITIL BEST PRACTICE MAKING ITIL WORK FOR YOUR COMPANY

9. SAMPLE ITIL PROCESS FLOW Problem Management Change Management Incident Management Production Operations QA/Ops/Prod

10. ITIL DISASTERS LEARNING FROM PAST FAILURES

11. IMBALANCED IMPLEMENTATION Problem Management Change Management Incident and Change Management Effect: Not enough emphasis on the power of Change. Problem Management has no voice.

12. COMMUNICATION BREAKDOWNS Problem Management Change Management Incident Management ? Effect: Problem Management knows what’s wrong, but Incident Management and Change Management can’t work together to prevent future problems until information is relayed through the middle man.

13. STUTTERING START Problem Management Change Management Incident Management Effect: Implementing ITIL piecemeal causes pain down the line. The late starters may have difficulty finding advocacy or streamlining the process to suit a full-fledged ITIL. ? ?

14. ITIL FOR THE WIN TRUE STORIES OF ITIL PAYOFF

15. TALKING AT YOU FOR A MOMENT

16. QUESTIONS ? THANKS FOR LISTENING. :]

17. APPENDIX RESOURCES FOR PRESENTING

18. APPENDIX DIGITAL: PDFPDF An annotated follow-along.PDF for tablets and smartphones. E-mail out before the presentation. PRINTABLE: NOTESNOTES For those who prefer to take notes on pen and paper. Print and hand out before the presentation.