New York, NYNew York, NYNovember 3, 2006November 3, 2006

Demystifying ITILDemystifying ITIL Understanding ITIL Understanding ITIL Without the HypeWithout the Hype

ObjectivesObjectives

Introduction Key Issues IT Service Management

(ITSM) History of ITIL The ITIL Framework Using ITIL in Your

Company CA Service Management

Accelerator (Brian Johnson)

Click to edit Master title styleClick to edit Master title styleObligatory Dilbert slideObligatory Dilbert slideAccepting ChangeAccepting Change

Key Issues facing IT ManagersKey Issues facing IT Managers

Aligning IT and Business goals

Implementing Continuous Improvement

Measuring IT organization effectiveness and efficiency

Reducing the Total Cost of Ownership (TCO)

Demonstrating the business value of IT

Managing the constant change in business and IT

Manage services to

customers, NOT technology to

users

What is IT Service Management?What is IT Service Management?DefinitionDefinition

Three key elements contribute to the success of a comprehensive IT Service Management program:—Process Management—Quality Management— ITIL

IT Service Management (ITSM) is the process of managing IT services to effectively and efficiently meet the needs of the Customer

IT Service ManagementIT Service ManagementBusiness BenefitsBusiness Benefits

Continuous Improvements in the delivery of services

— Providing consistent and more predictable IT services

Improved communication and relationships

Strong business partnerships— Expectations are clear throughout

the value chain

Increased IT customer satisfaction— Well-linked and well-understood handoffs

between IT processes means that customers

and their problems don’t “fall through the cracks,”

Reduced long-term costs— “Best practices are the key to cost

reduction, with potential savings of up to 48%” (source: Gartner)

What is a “Best Practice”What is a “Best Practice”A Working DefinitionA Working Definition

Best Practices are a set of guidelines based on the best experiences of the most qualified and experienced professionals in a particular field

It is based on:—More than one person

—More than one organization

—More than one technology

—More than one event

Where Do Best Practices FitWhere Do Best Practices FitA HierarchyA Hierarchy

Standard

Best Practice

Applied Framework

Organizational Policies, Practices& Procedures

How should we do it in our organization?

What should we do?BS 15000

How should we do it?ITIL

How should we do itin a particular context?

ITSM

What is ITIL?What is ITIL?The Information Technology Infrastructure The Information Technology Infrastructure LibraryLibrary

Documented set of best practices (books) for IT Service Management

Originated and maintained in the UK by the Office of Government Commerce (OGC)

Process based approach to IT service delivery that is internationally accepted and recognized

Written by consultants, vendors, IT practitioners

Over 200,000 copies of the library have been sold world-wide

Originally published nearly 20 years ago, ITIL was refreshed in 2001 to reflect current best practices

Active international user group, the itSMF(IT Service Management Forum)

Provides “Best Practice” guidelines to ensure IT processes are aligned to business processes

ITIL is not a standard, so tools, processes or people cannot be “ITIL compliant”

Is process driven, scalable and flexible Organizations should adopt the

guidelines, principles and concepts, then adapt to fit their environment

Platform independent—Version 1 is 10+ years old – mostly

centralized IT—Version 2 adds in decentralized

processing

ITIL PhilosophyITIL Philosophy

Is ITIL the Answer?Is ITIL the Answer?

Incident Management - Restore normal service as quickly as possible

Problem Management - Get to the root cause of incidents

Change Management - Ensure that standardized methods and procedures are used for prompt handling of changes

Service Level Management – Maintain and improve IT service quality…through reporting

Why ITIL?Why ITIL?Benefits of ITILBenefits of ITIL

Reduction in TCO Greater alignment of IT services, processes and goals

with business requirements, expectations and goals Improved business profitability and productivity Support staff that are more aware of business

processes and their impact on the business Provide more proactive services to customers Improved service levels and quality of service

ITIL Organizational StructureITIL Organizational StructureThe LibraryThe Library

• Incident Management• Problem Management• Change Management• Configuration

Management• Release Management

• Availability Management• Capacity Management• Continuity Management• Financial Management• Service Level Management

SERVICE SUPPORTLIBRARY

SERVICE DELIVERYLIBRARY

ITIL ProcessesITIL ProcessesService SupportService Support

Day-to-day Short to medium-term

management cycles Service Desk Configuration

Management Database

Maintain flexibility of the infrastructure

Focus on control of the infrastructure

A basis for Service Delivery

ITIL ProcessesITIL ProcessesService DeliveryService Delivery

Forward-looking Medium to longer

term management cycles

Focus on developing plans for improving the quality of IT services

What are the business requirements?

How do we structure services to meet these?

What level of quality do we need and how do we achieve it?

ITIL Driven Cost ReductionsITIL Driven Cost ReductionsDirect and IndirectDirect and Indirect

Direct

Reduced cost of incident resolution

Reduced self-inflicted incidents via integrated and reliable change

Increased productivity of IT staff

Improved asset utilization, life cycle management and accurate software licensing costs

Reduced service cycle times End-to-end service cost

optimization Automation

Indirect Reduced peer support Standardization Consolidation Non-IT staff more productive Improved availability Managing appropriate

expectations Improved efficiency of

security and business continuity planning processes

Improved IT governance Drives continual

improvement

Gartner GroupGartner GroupOpinion on ITIL Opinion on ITIL

ITIL is a well established, easily accessible, affordable process model for IT Service Management that is built around a set of best practices

ITIL is better known for its back-office operational process definitions than for its application management processes

ITIL is based on defining best-practice processes for IT service delivery and support, rather than defining a broad-based control framework

ITIL's structure enables incremental adoption, which facilitates continuous improvement

Source: Gartner Research

Do We Need ITIL?Do We Need ITIL?

Supports IT Service Management Program

Not an alternative framework, but:—Builds on what you have already

started and are doing well—Not an obscure theory, but

guidelines based on what has been proven to work

—At the core of what you do, not an add-on

Reduce costs Improve quality of service

Senior Management buy-in Tools alone do not solve problems If it isn’t broken, don’t fix it Reorganization is the last

thing on the agenda, not the first

Take one step at a time Communicate and sell at all

stages Be prepared for Change

Secrets of SuccessSecrets of SuccessSuccessful use of ITILSuccessful use of ITIL

Moving ForwardMoving Forward RecommendationsRecommendations

Source: Gartner

Measure IT costs and relate results to process analysis to find saving and improvement opportunities for optimization

Seek opportunities to learn from and copy best-practice processes

Success in IT Service Management is based on repeatable processes. Use ITIL as the basis for IT operational processes and then focus on continually improving them

IT Service Management requires fundamental cultural and behavioral change. Pay careful attention to organizational change management issues

IT Service Management will be a prerequisite for demonstrating business value. Success requires commitment and perseverance. Start now!

Taking the next step with Taking the next step with ITIL – CA Service ITIL – CA Service Management AcceleratorManagement Accelerator

presented by:presented by: Brian Brian JohnsonJohnson

CertificationCertification

Foundation Certificate

In IT Service Management

Foundation Certificate

In IT Service Management

ServiceSupport

ServiceDelivery

ServiceLevel

& Financial

Management

Capacity,Availability

&Service

ContinuityManagement

Configuration,Change

&Release

Management

ServiceDesk,

Incident&

ProblemManagement

PRACTITIONER’SCERTIFICATE

PRACTITIONER’SCERTIFICATE

PRACTITIONER’SCERTIFICATE

PRACTITIONER’SCERTIFICATE

PRACTITIONER’SCERTIFICATE

PRACTITIONER’SCERTIFICATE

Master’s Certificatein IT Service Management

Master’s Certificatein IT Service Management