ITIL

A Team GALIP PresentationA. Silverman, N. Elovitz, L. Johnson, M. Saxena, W. Zhao

Agenda

• Key Concepts• ITIL Framework

• ITIL Service Delivery• ITIL Service Support

• Service Desk• ITIL in Practice• Q&A

Key Concepts

Concept of Service

Unix Servers Linux ServersWindows Servers

Mainframes

Enterprise Server Infrastructure

Network Backbone

ERP ERP DBDB

CRM CRM DBDB

HRHRDBDB

App1App1DBDB

App2App2DBDB

Enterprise Database Infrastructure

IT People

OrderProcessing

SupplyChain

EmailService

HR Process

Business Process

Business IT Alignment

IT Service Management

So, What is ITIL ?

•Information Technology Infrastructure Library

•A customizable framework of best practices that promote IT Service Management

ITIL Goals

• BITA – Business IT Alignment

• Improve the quality of IT services• Increase Customer Satisfaction

• Reduce the long term cost of service provision

ITIL Framework

THE

TECHNOLOGY

THE

BUSINESS

Planning to Implement Service Management

Application Management

ServiceManagement

ServiceSupport

Service Delivery

Busi

ness

Pers

pect

ive

ICT

Infras

truc

ture

SecurityManagement

7 ITIL Books (Best Practices)

• Service Support (aka Blue Book)• Service Delivery (aka Red Book)• Security Management• ICT (Information and Communications

Technology) Infrastructure Management

• Application Management• The Business Perspective• Planning to Implement Service

Management

Service Management

FinancialManagement

Service Level Management

CapacityManagement

AvailabilityManagement

ContinuityManagementIn

frastru

cture

Managem

en

t

Secu

rityM

anagem

en

t

BusinessObjectives

& KPIs The Customer’s Business Processes

Configuration Management

Incident Management

Change Management

ProblemManagement

Release Management

Service Desk

House of Service

Service Desk

ITIL Service Desk

• The service desk name signifies the move to a broader, centralized role for front line support

• ITIL service desk is fully integrated with all ITIL service management processes - including incident, problem, change, configuration, and service level management - across the organization

Characteristics of the ITIL Service Desk

• Provide single point of access • Integrate with ITIL service

management processes proactively • Manage logged problems across the

organization • Embedded best practice in all

processes • Provide centralized knowledge and

consistent service • Reduced risk of disruption of IT

service delivery

Service Desk - Goals

• Facilitate restoration of normal service• Owns Service Disruption• Single point of ownership

• Interface with Service Management Activities

Question for you?

• Is Call Center a Service Desk ?

No – Because it registers the problem and refers them to other parts of the organization

Question for you?

• Is Help Desk a Service Desk ?

No – Because it is reactive in nature and Multiple points of contact

Service Desk Skills

• Knowledgeable about • Customers and Users• Business Functions• IT Supply Organizations

• Customer/User Focused• Telephone Etiquette• Ability to handle complaints and stress• Articulate and Methodical• Professional & Positive

Please don’t call them

“unskilled” workers

ITIL in Practice

History of ITIL

• ITIL – IT Infrastructure Library• Set of Best Practices & Customizable

Framework• Originally developed in 1980’s by British

Government with Public & Private Sector Contributions • CCTA – Central Computer &

Telecommunication Agency• OGC – Office of Government Commerce• http://www.itil.co.uk/

• V2 2001 & v3 “ITIL Refresh” in process

The Business of ITIL

Microsoft/IBM example:• Co-authored a new Application Management

book as part of ITIL• MOF – Microsoft Operations Framework

• Framework specifically to manage Microsoft technologies

HP example:• ITSM – IT Service

Management• MS-IT (managed

services)

ROI of ITIL

• “Since the focus is on process improvements not just technology assets, IT managers generally don’t understand how to do an ROI assessment.” -- Ruben Melendez, president of Glomark Group, a consulting firm specializing in technology ROI

• Lots of consultants out there eager to help

• Upcoming ITIL v.3 will help customers • Customize implementation• Gain demonstrated ROI

ROI additions with v.3

• Lifecycle management- TCO• Self-assessment guidance

• Add a view of ROI output as part of assessment

• Maturity improvement• Linkages to ISO-compliance

• Knowledge, skills, and competencies• Improved benchmarking

• Maturity plan: short-mid-long term horizons

• Business case preparation• Show where ROI and when to expect

• Capability decision drivers• Ensure right set of capabilities

P&G Success Story (2004)

Started ITIL 1999, WW• Streamline quantity of help desk applications• Root cause analysis of trends in help desk calls

• 6-8% reduction in operating costs• 15-20% reduction in personnel• 10% reduction in help desk calls

Total savings of $500M

http://www.nextslm.org/itilintro.html

ITIL Standards

In House Procedures

ITIL

PD005Code of Practice

BS 15000

Standard

Achieve this

ManagementOverview

Process Definition

Deployed Solution

All this rolls up to

ISO 20,000 in 2007

ITIL Training and Certification

ITSM Awareness Seminars

ITSM Workshops

ITSM PractitionerCertificate

ITSM ManagerCertificate

ITSM Foundation Certificate

Getting Started

• ITIL Toolkit http://toolkit.drkeyboard.com/

• beginners guide• fact sheets• management

presentation• compliance assessment• compliance presentation

template

Community support

• itSMF – IT Service Management Forum• http://www.itsmf.com/index.asp

• User groups• Self assessments• Bookstore• Conferences• News and updates

• Many others•http://www.itilpeople.com •http://www.itilcommunity.com/

Why use ITIL?

• It helps you separate administrative tasks and technical tasks so that you assign the most appropriate resources

• It helps keep costs in the organization to a minimum

• You will be able to better measure technical support performance

… enables you to run IT as a business!

Q & A

If you have any questions, please ask your Service Desk