1. ITIL
Information Technology Infrastructure Library

2. THE PHILOSOPHY OF ITSM
IT is the business
and
The business is IT

3. Introduction
The realization that Information is the most Important strategic resource in an Organization is growing
The key to the collection, analysis, production and distribution of information within an organization is
the quality of the IT Services provided to the business

4. Challenge
The challenge for IT managers is to co-ordinate and work in partnership with the Business to deliver high quality IT Services
While adopting a more business and customer oriented approach to delivering services and cost optimisation

5. Service
A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
Eg: “Sales people spending more time interacting with the customers” facilitated by “a remote access service that enables reliable access to corporate sales systems from sales people’s laptops”

6. Service…… Customer outcomes are the genesis of services
The value of the service to the customer is directly dependent on how well it facilitates these outcomes
The Service Provider would own the specific costs and risks

7. What is Service Management
Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services and ……
A set of Functions and Processes for managing the Services over their Lifecycle

8. Service Management …
Service management is concerned with more than just delivering services
Each service, process or infrastructure component has a life cycle, and service management considers the entire lifecycle from strategy through design and transition to operation and continual improvement

9. Service Management …
It is also a professional practice supported by an extensive body of knowledge, experience and skills
Industry best practices, academic research, formal standards
Origins – Traditional service businesses – Hospitality, Airlines, Banks,……

10. I T I L
ITIL is a public framework that describes Best Practice in IT Service Management
Philosophy – Good practice structures with room for self-optimization

11. Benefits increased user and customer satisfaction with IT services
Improved service availability, directly leading to increased business profits and revenue
financial savings from reduced rework, lost time, improved resource management and usage

12. What makes I T I L successful
Common sense approach to service management
Do what works
Common framework of practices that unite all areas of IT service provision towards a single aim – delivering value to the business

13. Benefits… Improved time to market for new products and services
Improved decision making and optimized risk

14. Evolution of I T I L Version 1 – 1980s…
Practice of ITSM started growing
Main focus – Application Development
Published as a series of books between 1989 – 95 by the Central Communications and Telecommunications Agency (this agency has since been subsumed into the Office of Government Commerce)
31 books grew to over 40 books
Usage principally confined to UK and Netherlands

15. Evolution of I T I L… Version 2 Published between 2000 – 2004
Set of seven, more closely connected and consistent books consolidated within an overall framework
Worldwide acceptance

16. Evolution of I T I L… Version 3 Published in 2007 Life cycle approach
Five core books and an Official Introduction
These will be enhanced in the future by complementary publications and set of supporting web services

17. The Service Lifecycle

18. The Service Lifecycle…
The ITIL Core
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

19. The Service Lifecycle…
Requirements are identified and agreed within the Service Strategy stage within a Service Level Package (SLP) and a defined set of business outcomes
Passes on to the Service Design stage where a service solution is produced together with a Service Design Package (SDP) containing everything necessary to take this through the remaining stages of the lifecycle

20. The Service Lifecycle…
The SDP passes to the Service Transition stage, where the service is evaluated, tested and validated, the Service Knowledge Management System (SKMS) is updated, and the service is transitioned into the live environment, where it enters the Service Operation stage

21. The Service Lifecycle…
Wherever possible, Continual Service Improvement identifies opportunities for the improvement of weaknesses or failures anywhere within any of the lifecycle stages

22. Service Strategy ‘How do you become not optional?’
William D. Green, CEO, Accenture
Thinking Why something should be done before How

23. Service Strategy …
How to transform Service Management into a strategic asset and then to think and act in a strategic manner
Helps clarify the relationships between various services, systems or processes and the business models, strategies or objectives they support

24. Goals and Objectives Goal – to help service providers to
Operate and grow successfully in the long term
Provide the ability to think and act in a strategic manner
Objective – To provide direction for
Growth
Prioritizing investments
Defining outcomes against which the effectiveness of the outcomes of the service may be measured

25. Service Design
‘Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for.’
Peter Drucker, American management guru.

26. Service Design…
The Service Design phase of the ITIL Service Lifecycle takes business requirements and, creates services and their supporting practices that meet business demands for quality, reliability and flexibility.
Service Design is iterative throughout the Service Lifecycle, and begins with a solid blueprint that enables the build, test and release stages of Service Transition through the Service Design Package.

27. Scope Design of: New or changed services
Service Portfolio and Service Catalog
Technology architecture and management systems
Processes required
Measurement methods and metrics

28. Value to business Reduced total cost of ownership (TCO)
Improved quality of service
Improved consistency of service
Easier implementation of new/changed services
Improved service alignment
More effective ITSM

29. Service Transition
Transitioning services into operation without disturbing existing services

30. Goals Assist organizations to plan and manage service changes
Deploy service releases into the production environment

31. Scope
For transitioning new and changed services into production environment, including
Release planning
Building
Testing
Evaluation and
Deployment

32. Value to business Ability to react quickly
Management of mergers, de-mergers, acquisitions, transfer of services
Higher success rate of changes and releases
Better prediction of service levels and warranties
Timely savings following disposal or de-commissioning
Reduced level of risk

33. Service Operation
Realizing value by operating a service effectively and efficiently

34. Service Operation …
Coordinate and carry out day to day activities and processes to deliver and manage services at agreed levels
Ongoing management of the technology that is used to deliver and support services
Where the plans, designs and optimizations are executed and measured

35. Scope Ongoing management of: The services themselves
The service management processes
Technology
People

36. Value to business
Where actual value of strategy, design and transition are realized by the customers
But
Where business dependency usually commences

37. Continual Service Improvement
To continually align and realign IT services to the changing business needs by identifying and implementing improvements to IT services
Continually looking for ways to improve process efficiency and effectiveness as well as cost effectiveness

38. CSI Objectives Review, analyze and make recommendations:
On improvement opportunities
Service levels
Improve effectiveness and efficiency in delivering services by ensuring applicable quality practices are used

39. Value to business Improved service quality, higher availability
Gradual cost reduction and better cost justification
Better information about existing services and areas for improvement
Better business/IT alignment
Increased flexibility and adaptability
Improved communication
ROI/VOI