Leveraging ITILChallenges and Successes
Greg Charles, Ph.D.Area Principal Consultant
February 2006
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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
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Today’s Agenda
•Purpose•Level Set on ITIL•Case Studies
Challenges and Benefits•Discussion
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What Is ITIL?
- ITIL is a seven book series that guides business users through the planning, delivery and management of quality IT services
Information Technology
Infrastructure Library
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Planning To Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Application Management
ICTInfrastructureManagement
The
Technology
Security Management
The ITIL Books
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IncidentsProblems
Known Errors Changes Releases
MonitoringTools
Incidents
Incidents
ChangeManagement
ReleaseManagement
Release scheduleRelease statisticsRelease reviewsSecure library’Testing standardsAudit reports
ConfigurationManagement
ProblemManagement
IncidentManagement
Customer Survey reports
CommunicationsUpdates
Work-arounds
Releases
DifficultiesQueries
Enquiries
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Problem statisticsProblem reportsProblem reviewsDiagnostic aidsAudit reports
Service reportsIncident statisticsAudit reports
Changes
ClsRelationships
Service Desk
Customer Surveyreports
The Business, Customers or Users
ITIL Service Support Model
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ITIL Service Delivery ModelBusiness, Customers and Users
QueriesEnquiries
Service LevelManagement
AvailabilityManagement
CapacityManagement
FinancialManagement
For IT Services
IT ServiceContinuity
Management
CommunicationsUpdatesReports
RequirementsTargets
Achievements
SLAs, SLRs OLAsService reportsService catalogueSIPException reportsAudit reports
IT continuity plansBIS and risk analysisRequirements def’nControl centersDR contractsReportsAudit reports
Financial planTypes and modelsCosts and chargesReportsBudgets and forecastsAudit reports
Capacity planCDVTargets/thresholdsCapacity reportsSchedulesAudit reports
Availability planAMDBDesign criteriaTargets/ThresholdsReportsAudit reports
Alerts and ExceptionsChanges
ManagementTools
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Complete ITIL Process Model
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What Is ITIL 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.
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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.).
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Case Study (Commonalities)
Must Have:- Support (both up and down)
- Direction / Roadmap
- Ownership
Method of Implementation- Where to start
- Back-in / Replacement.
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Case Study
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*
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Have a plan
Fire FightingFire Fighting
OptimizingOptimizing
ROI
Value
Network Management
ROI
Value
Problem Management
ROI
Value
IT Asset Management
ROI
Value
Change Management
ROI
Value
Service Level Management
Asse
ssme
nt
Ro
adm
ap
Investment Benefits Realization
ROI
Value
IT Balanced Scorecard
Reactive
Proactive
BusinessAlignment
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Getting It Right From The Start
4 — Always-On
1 — Active
2 — Efficient
3 — Responsive
AS
IS
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 RealizedFrom
Implementation
Increased ValueFrom
Optimization
Time
Post-ImplementationImplementation
Potential Risk
Optimize
Thank You
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