ICS Area Managers Training 2010 ITIL V3 Overview April 1, 2010

Who Cares About ITIL? According to Forrester Research, over 40% of billion dollar corporations have already adopted ITIL. That figure will rise to 80% by the end of » ITIL Version 3 is All Business – CIOUpdate.com

Why? As well as greater efficiency Gartner states that an organization can achieve up to a 48% reduction in total cost of ownership (TCO) by fully implementing ITIL. » ITIL Version 3 is All Business – CIOUpdate.com 3

How? ITIL process development and maturity – Better control – more changes handled with fewer problems – Better resource utilization IT Governance – They know what they have, how much it is costing, how it is being used, and how effective they are Alignment with business Becoming trusted partners Integrating tools and technology Well defined roles and responsibilities 4

Customer Value 5

Managing Technology 6

Technology Availability 7

Actual Availability for Customer 8

Another Way of Looking At It 9

The Model 10

ITIL V3 11 Continual Service Improvement Service Strategy Service Design Service Transition Service Operation Strategy Generation Demand Mgt Service Portfolio Management IT Financial Mgt IT Service Continuity Mgt Information Security Mgt Service Level Mgt Supplier Mgmt Capacity Mgt Availability Mgt Service Catalog Mgt Service Asset and Configuration Mgt Release and Deployment Mgt Change Management Service Validation & Testing Evaluation Knowledge Management Transition Planning and Support Event Management Incident Management Problem Management Application Management Request Fulfillment Access Management IT Operations Management Technical Management Service Desk Service MeasurementService Reporting7-Step Improvement

What Makes Process? 12 Process OwnershipProcess Goal Process Resources Process Roles Inputs Outputs Activities CSFs and KPIs

Fitting it Together 13 Request Fulfill Prob Mgmt Change Mgmt Service Level Mgmt Service Cat Inc Mgmt Config Mgmt

CfgCfg KBKB Service Request Design Service Request Request CfgCfg Outcomes Enhancement Development Maintenance PdM Approval Problem Team Approval Customer Contact incl OIT as Customer Incident Impact Request Individual System Problem Request Problem (RCA) SCR Change Approval RCR SCR Standard Change All Contacts Recorded Info Request Fulfillment Inventoried Not Inventoried Answer Reroute to Partner Work Around Known Error What (People, Process, Technology, Environment) How (Technology) What (People, Process, Technology) How (Technology) CMDB Verify Incident Problem Change Configuration Service Catalog Service Level Management Request Fulfillment Info Answer Reroute to Partner What (People, Process, Technology, Environment) How (Technology) Stabilization (RCA) Stabilization (RCA) Known Error Candidate Closed with Work Around Go To Chg Change What (People, Process, Technology) How (Technology) Stabilization (RCA) KBKB Knowledge Trend Analysis or Major Incident Review Design Problem (RCA) SCRRCR Work Around Known Error How (Technology)Emergency Process Interaction Flow

Service Strategy Strategy Generation – Define the Market – Develop the Offering & Strategic Assets Demand Management – Understand and manage demand for IT Services to ensure value delivery without excess capacity and costs – Influence user and customer demand for IT Services Service Portfolio Management – Defines and describes IT Services in terms of business value IT Financial Management – Provides business with financial value of IT Services 15

Service Design Service Catalog Management – Single source of consistent information on agreed IT Services Service Level Management – Negotiates, agrees and documents appropriate IT Service targets with business – Monitors and produces reports on IT Service performance Capacity Management – Ensure that cost-justifiable IT capacity in all areas of IT always exist and is matched to current and future agreed needs of the business 16

Service Design Availability Management – Ensure that the level of service availability matches or exceeds current and future needs of the business, in a cost effective manner IT Service Continuity Management – Support the overall Business Continuity Management process by ensuring that required IT technical and service facilities can be resumed within required, and agreed, business timescales 17

Service Design Information Security Management – Align IT security with business security and ensure that information security is effectively managed in all service and IT Service Management activities Supplier Management – Manage suppliers and the services they supply, to provide seamless quality of IT Service to the business, ensuring value for money is obtained 18

Service Transition Transition Planning and Support – Plan and coordinate resources to establish a new or changed service into production within the predicted cost, quality and time estimates Change Management – Ensure all changes are recorded, evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner 19

Service Transition Service Validation & Testing – Assure that a service will provide value to customers and their business Service Asset & Configuration Management – Define and control the components of services and infrastructure and maintain accurate configuration information on the historical, planned and current state of the services and infrastructure 20

Service Transition Release & Deployment Management – Build, test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders’ requirements and deliver the intended objectives Evaluation – Compares actual performance of service against predicted performance to determine if performance is acceptable and value being achieved 21

Service Transition Knowledge Management – Ensure the right information is delivered to the appropriate place or competent person at the right time to enable informed decision 22

Service Operation Event Management – Ensure the ability to detect events, make sense of them and determine appropriate control action Incident Management – Restore normal service as quickly as possible and minimize negative impact on business operations 23

Service Operation Request Fulfillment – Provide channel for users to request and receive standard services for which a pre-defined approval and qualification process exists Problem Management – Prevent problems and resulting incidents from happening – Eliminate recurring incidents and minimize the impact of incidents that cannot be prevented 24

Service Operation Access Management – Provides the right for users to be able to use a service or group of services 25

Continual Service Improvement 7-Step Improvement Process – Define what you should measure – Define what you can measure – Gather the data – Process the data – Analyze the data – Present and use the information – Implement corrective action 26

Continual Service Improvement Service Measurement – Ensure that overall service is measured and calculated beyond the component level Availability Reliability Performance Service Reporting – Ensures actionable reporting to business What happened What we did How we will ensure negative impact does not happen again 7-Step Improvement Process 27

QUESTIONS? COMMENTS? EMOTIONAL OUTBURSTS? 28