1. Leveraging ITIL Using Best Practices to face Real-World Business Challenges Greg Charles, Ph.D. Area Principal Consultant July 2006

2. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 2 Today’s Objective -To discuss some of the challenges, successes and implementation methods in the area of Service Management using ITIL’s Best Practice guidelines

3. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 3 Today’s Agenda Level Set and updates on ITIL Case Studies  Challenges and Benefits Discussion

4. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 4 What Is ITIL? -ITIL is a seven book series that guides business users through the planning, delivery and management of quality IT services I nformation T echnology I nfrastructure L ibrary

5. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 5 Planning To Implement Service Management Service Management Service Support Service Delivery TheBusinessTheBusiness The Business Perspective Application Management ICT Infrastructure Management TheTechnologyTheTechnology Security Management The ITIL Books Introduction to ITIL Software Asset Management Small-Scale Implementation

6. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 6 ITIL Service Mgmt Simplified Service Support Service Delivery Incident Management Problem Management Change Management Release Management Configuration Management Service Desk Availability Management Capacity Management Financial Management Service Continuity Business, Customers & Users Service Level Management

7. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 7 ITIL Service Support

8. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 8 Service Delivery

9. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 9 What’s ITIL Service Management All About? -Aligning IT services with business requirements -A set of best practices, not a methodology -Providing guidance, not a step-by-step, how-to manual; the implementation of ITIL processes will vary from organization to organization -Providing optimal service provision at a justifiable cost -A non-proprietary, vendor-neutral, technology- agnostic set of best practices.

10. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 10 Case Study (Commonalities) Reasons for going to ITIL: -Cost Savings -Do more with less -Operations growth is out of control -Improve service -Grow the business -Governance (Config, Change, Bus. Cont.).

11. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 11 Case Study (Commonalities) Must Have: -Support (both up and down) -Direction / Roadmap -Ownership Method of Implementation -Where to start -Back-in / Replacement.

12. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 12 Case Study List (from Feb 2006) Company A Company B Company C Company D _________ _________ Change / Change Service Configuration Incident Mgmt Desk Mgmt 100’s internal 150K internal 16K internal 210K internal 1K external* handful >1M external 17M external* Improve Stem Mandated Governance Service / Growth from above of massive org. Grow Business* Service Level Mgmt 2500 retail locations* Business growth (B2B & B2C) *Recent Merger!!!

13. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 13 Company A -4400 employees world-wide / $52B in assets -Recently de-centralized IT -IT Management changes (wind out of their sails) -Committed to ITIL, but will implement regionally -New focus on Service Desk, Incident, Problem and Change Management (single tool) -ITIL Pass/Fail requirements of IT employees -22% improvement in time to closure -1 st call resolution still a high-priority

14. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 14 Company B -150k internal/county employees -Starting with Change Management (reduce I/P) -ITIL believers, but still lack knowledge -Afraid of over-expecting results -Ground-swell being created over ITIL in county -CIO backing best-practices focus -Yet to see benefits – lack of implementation -They have a plan!!!

15. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 15 Company C -Lacking previous metrics -Project dollars at risk (no business visibility) -Found a savior in Business Alignment -Improved -Escalation capabilities (automated) -User satisfaction (per surveys) -Perceived response times (lack of metrics) -IT Mgmt considers ITIL a successful journey -YOY 20% growth rate w/o additional headcount -Lowered turnover rate on Service Desk -(17% down to 6%)

16. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 16 Company D -Traditional “low-tech” has moved to “high-tech” -IT provides internal support and B2B and B2C -Some internal perception that “IT is the business” -Went ITIL 3 yrs ago -Started with Service Level Management -Found difficulties: -Integration with other processes -Communication to users/business -Keeping the “wind in the sails” -Remained focused on “process improvement” -Heavily vendor influenced

17. © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 17 Have a Plan – to get It Right From The Start 4 — Always-On 1 — Active 2 — Efficient 3 — Responsive ASISASIS Assess Client maturity isolates appropriate transition point, roadmap & ROI Blueprints (through assessment)  Best Practices-Based Solutions (ITIL, CobIT, etc.)  Identifies Pain Points and Business Requirements  Actionable and Phased Plan to Desired “To-Be” State with Strategic Recommendations  Quantifies ROI for Business Case Justification and Goal Achievement  Improved Business Processes Customer Need Design & Build Value Realized From Implementatio n Increased Value From Optimization Time Post-Implementation Implementation Potenti al Risk Optimize

18. gregory.charles@ca.com Thank You