What is ITIL? How can it help your business?
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The document provides an overview of the IT Infrastructure Library (ITIL), a framework of best practices for delivering IT services, highlighting significant cost savings achieved by companies such as Procter & Gamble and Shell Oil through its adoption. It outlines the five core areas of ITIL: service strategy, service design, service transition, service operation, and continual service improvement, emphasizing their roles in managing IT services effectively. The document encourages organizations to implement ITIL to enhance service quality, reduce costs, and improve customer satisfaction.
What is ITIL? How can it help your business?
- 1. ITIL AT A GLANCEHiperdist Training Series
- 2. WHAT IS ITIL? The IT Infrastructure Library (ITIL) is a library of volumes describing a framework of best practices for delivering IT services.
- 3. Procter and Gamble publicly attributes nearly $125 million in IT cost savings per year to the adoption of ITIL, constituting nearly 10% of their annual IT budget. ITIL ADOPTION $125 MILLION IT COST SAVING/ YEAR EXAMPLES
- 4. Shell Oil utilized ITIL best practices while overhauling their global desktop PC consolidation project, potentially saving 6000 man-days working days and 5 million dollars. ITIL BEST PRACTICES $5 MILLION SAVING EXAMPLES
- 5. VISA reduced incident resolution time by at least 75%, Sallie Mae’s ITIL implementation resulted in a reduction in length of help desk calls by 40% and improved the rate of first-call resolution to a two-year high. ITIL IMPLEMENTATION 75% REDUCED INCIDENT RESPONSE TIME EXAMPLES
- 6. ITIL IMPROVE COMPANY’S BUSINESS PERFORMANCE? Improved IT services Reduced IT costs Manage Risk Enhanced Customer Satisfaction
- 7. ITIL FRAMEWORK ITIL Framework enables a standard, consistent way to identify, plan, deliver and maintain the IT services that provide value to the business. IDENTIFY PLAN DELIVER MAINTAIN
- 8. WHAT ARE THE CORE AREAS OF ITIL?
- 9. ITIL FIVE CORE AREAS Service Strategy Service Transition Improvement
- 10. 1. SERVICE STRATEGY Service strategy helps you to create a strategy for all services that will provide quality services to customers and stakeholders. Service strategy encompasses portfolio, demand, and financial management. Do you want to know how to allocate your funds to the different services? Which services to be given preference and focus compared to others? Service Strategy
- 11. Key Terms Service Strategy ITIL Demand Management Helps a business understand & predict customer demand for services. Business Relationship Management Anticipating current and future needs of the customer. IT Service Portfolio Ensure the organization has the right set of IT services to balance cost & capacity to meet business requirements. Service strategy helps you to create a strategy for all services that will provide quality services to customers and stakeholders. Service strategy encompasses portfolio, demand, and financial management.
- 12. 2. SERVICE DESIGN If you are planning to implement a service, Do you know how it interacts and helps the business and the technology? What type of support needs to be provided & the supply chain that interacts to make it effective? Service Strategy
- 13. 3. SERVICE DESIGN Service design helps you to design IT services along with governing IT practices, and policies to facilitate the transition of services into the live environment. Service Strategy
- 14. Key Terms Service design helps you to design IT services along with governing IT practices, and policies to facilitate the transition of services into the live environment. Service Catalog Management Provide & maintain a single source of consistent information on all operational services Availability Management Aims to define, analyze, plan, measure and improve all aspects of the availability of IT services Service Level Management Responsible for ensuring that SLAs, OLAs are appropriate for the agreed service level targets Service Strategy
- 15. Key distinction Service Strategy Service Catalog Service Portfolio Represents only a portion of the overall service portfolio Consists of all current services, all pipeline services that are in consideration or in planning or development, and all retired services that are no longer supported Covers practices under Service Management Practices Covers activities under General Management Practices Operational Level Agreement Service Level Agreement Internal Agreement between the functions within the IT service provider Document Agreement between service provider and customer Service Catalog vs Service Portfolio Operational Level Agreement (OLA) vs Service Level Agreement (SLA)
- 16. 3. SERVICE TRANSITION Service transition utilizes processes, systems and functions in order to build, test and deploy the service before it moves into the operation zone, which is the first time the customer will see or use the service. Service Strategy
- 17. Key Terms Service transition utilizes processes, systems and functions in order to build, test and deploy the service before it moves into the operation zone, which is the first time the customer will see or use the service. Service Strategy Change Management Ensures that all changes are implemented in a standardized manner. Service Asset & Configuration Management Establishes control over the physical IT infrastructure by defining and maintaining configuration records in a centralized place Knowledge Management Aims to improve both the speed and quality of decision making by aggregating knowledge previously dispersed.
- 18. 4. SERVICE OPERATION How do you ensure that the service promised to the clients is being delivered? Do you know if the service is secured? Service operation has its own process and functions that are required to be provided at the service levels. Service operation gives you the best practices that are needed to provide services as per the SLAs. Service Strategy Service Transition
- 19. Key Terms Service operation has its own process and functions that are required to be provided at the service levels. Service operation gives you the best practices that are needed to provide services as per the SLAs. Service Strategy Service Transition Incident Management An unplanned interruption to the delivery of a service, or a reduction in the quality of that service. Problem Management A process that attempts to prevent incidents from happening by troubleshooting the root cause. Service Desk A single point of contact between users & service provider that attempts to restore normal service to users as quickly as possible
- 20. 5. CONTINUAL SERVICE IMPROVEMENT The only way you can sustain and move forward in business is through continually improving and revising the benchmarks for your processes.
- 21. ITIL AT A GLANCEImplement ITIL in your organization today! Reach out to us at marketing@hiperdist.ae for more information.
Editor's Notes
- #9: https://www.mitel.com/products/applications
- #16: https://www.mitel.com/products/applications
- #17: Service transition that utilizes processes, systems and functions in order to build, test and deploy the service before it moves into the operation zone, which is the first time the customer will see or use the service.
- #18: Service transition that utilizes processes, systems and functions in order to build, test and deploy the service before it moves into the operation zone, which is the first time the customer will see or use the service.