1. Why your company should use ITIL Ari Rantala University of Jyväskylä Information system science

2. Introduction What is ITIL? Why you want to use it? How your organization benefits from ITIL? Conlcusion

3. What is ITIL? The IT Infrastructure Library (ITIL) is a comprehensive set of open "best practice" books that covers virtually all aspects of IT Service Management (ITSM) throughout its full lifecycle. ITIL is controlled by the UK government's Office of Government Commerce (OGC) and is internationally recognized as the most comprehensive ITSM framework available.

4. 5 core books of ITIL

5. 10 things you should know about ITIL 1. ITIL stands for the Information Technology Infrastructure LibraryInformation Technology Infrastructure Library 2. The organization body that supports ITIL is located in the United Kingdom 3. ITIL consists of a series of books giving guidance and recommendations 4. To be successful, ITIL stresses the need for a strong executive sponsor

6. 10 things you should know about ITIL 5. ITIL is not project management 6. Despite its popularity, little content is available on ITIL 7. ITIL is not a tool 8. ITIL is not an all-or-nothing proposition 9. You can implement ITIL in stages 10. You can be certified in ITIL

7. Service overall picture Applications Firewall Network Switch Load Balancer Portal Identity Manager Web Servers Router SAP PSFT Siebel 3 rd Party Applications Databases Mainframe Database Web Services

8. Single point of service (SOC) Incident management Problem management Change management Configuration management Release management Service level management Availability management Capacity management It service continuity management Financial management for it services Service Desk Service delivery Service support

9. Simple service desk case

10. Why you want to use ITIL? 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.

11. How your organization benefits from ITIL? 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

12. How your organization benefits from ITIL? Justify the cost of service quality Provide services that meet business, customer, and user demands Integrate central processes Learn from previous experience Provide demonstrable performance indicators

13. 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 player

14. Recommendations Develop a phased approach, which includes repeatable and consistent standards for all processes to follow Breakdown work into “manageable chunks” Appoint process owners Establish program management

15. Conclusions What, why and how Integrating ITIL takes time, so dont hesitate ITIL is a way to do things, a guidebook for better management and project handling

16. Questions?