ITIL For Those Who Don’t Have The Time

Alex D Paul

Agenda

• ITIL in an era of people who don’t have the time

• What do people think about ITIL?• Breaking the ITIL Mould, The ManageEngine

Way• A Nose Dive into ITIL Implementation

New Heroes Don’t Have Time

• Impatient - Want Results Now

• Quick, Easy & Reliable

• Products are built for people who don’t have time

What People think about ITIL

Complicated & Time Consuming Not for SMBs Expensive

After Training - Where Do I Start?

Too m

uch of

informatio

n

ITIL V3Pink Elephant Certification

ISO 20000

ITIL Process consultants

ITIL V2

ITIL Process and Software

Training

Consulting

Software &

ImplementationThis is where businesses are lost

in space

About ManageEngine

• Leader in low cost enterprise IT Management software

• Products span across entire IT Management arena• 90% of the features of the Big 4 at 10% of the price

WebNMS network management oem-ed by Cisco, Nokia, Nortel

Networks, and telcos

Challenge: Building ITIL Software

• Built-in ITIL Processes works for 80% of businesses• Advanced Users can customize the rest 20%• Customization – Point & Click – no coding required

ITIL Modules

Service Delivery(Strategy)

• Availability•Capacity•Security•FMITS•SLM•ITSCM

Service Support(Operations)

•Incident •Problem•Change•Release•CMDB

Red Book Blue Book

Incident Management

Incident Management

• Incident is a disruption in the normal service

• The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.

Incident Management - Example

Incidents and Workarounds

1

2

Search for resolutions from the Incident

Search and Copy Resolutions based on keywords in

incident

Problem Management

ELIMINATE THE ROOT CAUSE

Problem Management

• The goal of Problem Management is to find the root cause of incidents and reduce the impact on business.

• It is a proactive approach that prevents recurrence of incidents.

Problem Management

Problem Management - SDP1

Problem Record

2Problem Management Process

With analysis

2

How many incidents can be closed if this problem is closed

Change Management

Change Management

• The goal of Change Management is to control and manage approved changes with accepted risk.

Change Management Implementation1 Change Record with Process tabs

2Change Plan Process

CAB Approvals

3

4

Release Management

Forward Schedule of Changes

CMDB

• Don’t Complicate CMDB• Implement CMDB start from Critical Servers –• Map services to assets and people using it• Cover points of failure

CMDB

1

Which Business Service Depends on this asset

2

How many Users will be affected if this asset fails?

3

Paid software in the assets

ITIL Versions – What is right for me?

ITIL

V2

ITIL

V3

ITIL V3

Service StrategyService DesignService TransitionService OperationContinual Service Improvement

Core Modules

ITIL V3 gets more focus on BSM

How ITIL V3 relates to V2

Service Strategy

Serv. Portfolio mgmt

Financial Management

Summary

• ITIL is commonly perceived as complex, tedious and expensive

• Fast, Easy, and affordable way to ITIL• ServiceDesk Plus has built-in ITIL Service

Support processes, that can customized

Thanks

Questions

More Info

Website & 30 day free trial

www.servicedeskplus.com

Online Demo

http://demo.servicedeskplus.com