ITIL as a Standard for Service Process Management Tavipark Sreesurichan

What is ITIL? Stands for “Information Technology Infrastructure Library” Is widely accepted approach to ITSM Represents a series of documents used to aid implementation of a framework for ITSM Defines how service management is applied within specific organizations Provide a cohesive set of best practices, drawn from public and private sector internationally

History & Evolution Created by the CCTA (Central Computer and Telecommunication Agency) during 1980s Under British government and a registered trademark of OCG Quickly adopted in European large companies and government agencies Early 1990s – become known as an industry best practice for IT Service Management Extremely fast evolved since created with refreshing project (v2) in 2005 and v3 being the current release

ITIL Principles Then – IT operated in functional silos with separate goals and objectives Now – IT becomes more service oriented where cross functional teams are unified Concepts “ recognition that organizations are becoming increasingly dependent on IT to satisfy corporate aims and meet business needs” Leads to increased requirement for high quality IT services

ITIL v2 Focus less on life cycle and more on process Organized into series of 7 distinct sets - contains 2 main service areas Service Support  enable IT services to be provided efficiently Service Delivery  manage IT services themselves and involve many practices to ensure the agreement between providers and customers

ITIL v2 (cont’)

ITIL v3 Officially replace v2 on May 30 th 2007 Anticipated that most of ITIL v2 would remain Contains transition strategy and process an part of the exercise Comprises of 5 distinct volumes

ITIL v3 (Cont’) ITIL Service Strategy (SS) ITIL Service Design (SD) ITIL Service Transition (ST) ITIL Service Operation (SO) ITIL Continual Service Improvement (CSI)

ITIL Service Strategy (SS) A view of ITIL which aligns information system and the business Help focus on understanding and translating business strategy into IT strategy Topics covered:  Strategy and value planning  Roles/ responsibilities  Planning and implementing service strategies  Business planning and IT strategy linkage  Challenges, risks and critical success factors

ITIL Service Design (SD) Provide guidance on the creation and maintenance of IT policies and architectures for IT service solutions Topics covered:  The service Lifecycle  Roles and responsibilities  Service Design objectives and elements  Selecting the appropriate model  Cost model  Benefit and risk analysis  Implementation  Measurement/ control  CSF’s and risks  Also embrace outsouring, insourcing and co-sourcing

ITIL Service Transition (ST) Cover the longer term change management and release practices Provide guidance for the transition of IT services into the business environment Topic covered:  Managing change - organizational and cultural  Knowledge management  Risk analysis  The principles of service transition  Lifecycle stages  Methods, practices and tools  Measurement and control  Other best practices

ITIL Service Operation (SO) Cover delivery and control process with service stability Embraces the basics of how to manage services in the production environment Topic covered:  Principles and lifecycle stages  Process fundamentals  Application management  Infrastructure management  Operations management  CSF’s and risks  Control Processes and functions

ITIL Continual Service Improvement Cover processes involved in improving service management within business Topic Covered:  The drivers for improvement  The principles of CSI  Roles and responsibilities  The benefits  Implementation  Methods, practices and tools  Other best practices

Why ITIL? ITIL is for IT service providers and any organizations that depends on IT services Benefits:  Rely on a tried and test processes of more than 20 years standing  Have access to many templates, checklists and documents  Contain quick start approach to help make use of time and resources available and see quick results  Apply most appropriate resources by helping to separate administrative tasks and technical tasks  Keep costs in the organization to a minimum  Protect non-technical staff from having to get too involved in technical support issues  Help measure technical support performance

Implementation To change the way an organization operates – not IT project but to drive business growth and aligning business and IT processes To be successful – strong ‘Executive Sponsor’ Need to translate ITIL theory into IT Service Management best practices Look holistically using principles to drive and ensure that continuous improvement always be applied ITIL is based on Business needs’ continual improvement; thus, never be completed

References officialsite.com/home.home.asp officialsite.com/home.home.asp IT Service Management Process Maps by Brain Johnson, Nancy Hinich, and Pete Watherhouse (June, 2006)