Final introduction
- 1. Peleg Holzmann, MIS, CISSP, ITIL v3 Expert
- 2. IT & Business Issues facing Senior Business Managers and IT Managers Today • Integrating and aligning IT and business goals • Implementing continual improvement • Measuring IT organization effectiveness and efficiency • Optimizing costs and the Total Cost of Ownership (TCO) • Achieving and demonstrating Return on Investment (ROI) • Demonstrating the business value of IT • Improving project delivery success 2
- 3. What is ITIL? • ITIL (Information Technology Infrastructure Library) is a systematic approach to high quality IT service delivery • Developed in 1980s by Office of Government Commerce (OGC), current: Version v3 (Refresh 2011) • Documented best practice for IT Service Management • Organizational size and industry independent • Provides common language with well-defined terms • Comprised of 5 Books - (1,888 Pages) 3
- 4. Why ITIL? Because ITIL is all about Service and Customers! 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. 4
- 5. ITIL v3 5
- 6. Service Strategy Service Strategy: The achievement of strategic goals or objectives requires the use of strategic assets. The guidance shows how to transform service management into a strategic asset. 5 1 Demand Management 2 Service Portfolio Management (SPM) 3 Financial Management for IT Services 4 Business Relationship Management 5 Strategy Management for IT Services 6
- 7. Service Strategy Demand Management Service Portfolio Management (SPM) Understand Right Mix of Services Anticipate Business Outcomes Influence Levels of Investment 7
- 8. Service Strategy Financial Management for IT Services Business Relationship Management Budgeting Develop Accounting Evaluate Charging Leverage 8
- 9. Service Strategy Strategy Management for IT Services Offerings Capabilities Markets 9
- 10. Service Strategy Define the Market Develop the Offerings Develop Strategic Assets Prepare for Execution 10
- 11. Service Design Service Design: guidance on designing IT services, along with the governing IT practices, processes and policies, to realize the strategy and facilitate the introduction of services into the live environment ensuring quality service delivery, customer satisfaction and cost-effective service provision. 6 Service Catalog Management (SCM) 8 7 Service Level Management (SLM) 8 Supplier Management 9 Capacity Management 10 Availability Management 11 IT Service Continuity Management (ITSCM) 12 Information Security Management 13 Design Coordination 11
- 12. Service Design Service Catalog Management (SCM) Service Level Management (SLM) Description SLA Cost MTBF Who MTTR (RTO / RPO) 12
- 13. Service Design Supplier Management Capacity Management Good & Services Planning / Predicting Supply Chain Monitoring Links Tuning 13
- 14. Service Design Availability Management IT Service Continuity Management (ITSCM) Define Reduce Risk Analyze & Measure Manage Impact Plan Agreed Levels 14
- 15. Service Design Information Security Management Design Coordination Implement Consistent Information Assets Processes Acceptable Levels Activities 15
- 16. Service Design Holistic approach to determine the impact of the introduction of change on existing services and management processes 16
- 17. Service Transition Service Transition: guidance for the development of capabilities for transitioning new and changed services into operations, ensuring the requirements of Service Strategy, encoded in Service Design, are effectively realized in Service Operations while controlling the risks of failure and disruption. 14 Transition Planning & Support 7 15 Change Management Service Asset & 16 Configuration Management (SACM) 17 Release & Deployment Management 18 Service Validation & Testing 19 Change Evaluation 20 Knowledge Management 17
- 18. Service Transition Transition Planning & Support Change Management Deployment Changing States Quality Estimates Control Time & Cost Accept & Embrace 18
- 19. Service Transition Service Asset & Release & Deployment Management Configuration Management (SACM) Configuration Items (CI) Control Movement Relationships CI’s Integrity Deliver CI’s Correct 19
- 20. Service Transition Service Validation & Testing Change Evaluation Deployed Prior to Change Support? Major Change Expectations New or Substantial 20
- 22. Service Transition Build Testing Deployment User Acceptance Early Life Support 22
- 23. Service Operation Service Operation: guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer and the service provider. Strategic objectives are ultimately realized through Service Operations. 5 21 Event Management 22 Incident Management 23 Request Fulfillment 24 Problem Management 25 Access Management 23
- 24. Service Operation Event Management Incident Management Filter Restore Categorize Minimize Impact Monitor Quality & Availability 24
- 25. Service Operation Request Fulfillment Problem Management Minor (Standard) Changes Cause Incidents Information Prevent Incidents Repeatable (Safe) Root Cause 25
- 26. Service Operation Access Management Authorized Users Un-Authorized Users Execute Security Policies 26
- 27. Service Operation A B Reactive Proactive Responsiveness Stability Cost Quality Internal External 27
- 28. Continual Service Improvement Continual Service Improvement: guidance in creating and maintaining value for customers through better design, introduction and operation of services, linking improvement efforts and outcomes with Service Strategy, Design, Transition and Operation. 1 26 7-Step (CSI) Improvement Process 28
- 29. Continual Service Improvement Plan 1. Identify the strategy for improvement 2. Define what you will measure Do 3. Gather the data 4. Process the data Check 5. Analyze the data/information 6. Present & Use the information Act 7. Implement Improvement 29
- 30. Continual Service Improvement Business What is the vision? Vision, Mission, Goals & Objectives Where are we now? Baseline Assessments How do we keep the momentum going? Where do we want to Measurable Targets be? Service & Process How do we get there? Improvement Did we get there? Measurements & Metrics 30
- 31. Case Studies Purdue University Visa Avaya Service Desk Incident ITIL • Decrease 50% second level support • Reduced incident resolution times by • Reduce IT budget by 30% calls 75% • Helped with Sarbanes-Oxley (InfoWorld) (Smart Enterprise Magazine) Legislation (Techworld) Capital One Procter & Gamble Hershey Foods ITIL ITIL ITIL • 30% reduction in system crashes • Documented 6% - 8% decrease in • 97% change success rate and software distribution errors operating costs (Gartner) • 92% reduction in critical incidents • $125 million annual IT savings within a 2 year period • $500 million in 4 years • Estimated 10% - 20% savings on • 10% reduction in help desk calls support costs over a 5 year period (Network World) (Computerworld CIO.com) Confidential Bank JP Morgan Chase Johnson & Johnson Change, Incident, Problem & Incident Management & Change ITIL Release and Deployment Management • Reduced severity of change issues • 93% customer satisfaction w/Service • $30 million cost savings 2005 by 60% over the period of 12 Desk • Help desk resolution time down to 18 months • First time call resolution of 75% minutes from 27 minutes • Actual ROI was $10 million saved • Total call volume down 500,000 calls (Network World) against $300,000 incremental (Computerworld UK) expense. (Computerworld CIO.com) 31
- 32. We must have! 32
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