ITILITIL

2

AgendaAgenda

What is ITIL?Why ITIL?How did we begin?What have we done?What do we expect to gain?Questions?

3

What is ITIL?What is ITIL?

Created in the 80s by the British Government to address inefficiencies with providing IT services to meet the growing demands

Common sense & best practices (mainframe operations)

ITIL – a framework for service oriented IT organization based on 11 core disciplines.

These disciplines are not implemented, but come about as an evolution to the manner in which we conduct our day to day business

4

What is ITIL?What is ITIL?

ITIL Version 35 core books

– Service Strategy– Service Design– Service Transition– Service Operation– Continual Service Improvement

5

What is ITIL?What is ITIL?Service StrategyService Strategy

The Practice of Service Management Service Principles

– Service Assets, Provider Types, Structures, Fundamentals (New) Service Strategy (New) Service Economics

– IT Financial Management– Return on Investment (New)– Service Portfolio Management (New)– Demand Management (New)

Strategy & Organization Culture, Technology, Operations (New)

6

What is ITIL?What is ITIL?Service DesignService Design

Service Design Principles (New) Service Design Processes

– Service Catalog Management (New)– Service Level Management– Capacity Management– Availability Management– Service Continuity Management– Information Security Management– Supplier Management (New)– Application Management (New as core)– Data & Information Management (New)– Requirements Engineering (New)

Service Design Considerations (Organization, Process & Tools) (New)

7

What is ITIL?What is ITIL?Service TransitionService Transition

Service Transition Principles Service Transition Processes

– Transition Planning & Support (New)– Change Management– Service Asset (New) & Configuration Management– Configuration Management System (New)– Release & Deployment Management– Service Validation & Testing (New)– Evaluation (New)– Knowledge Management (New)

8

What is ITIL?What is ITIL?Service OperationService Operation

Service Operation Principles Service Operation Processes

– Event Management (New)– Incident Management– Request Fulfillment (New)– Problem Management– Access Management (New)– Monitor & Control, IT Operations, Tech. Domain Mgmt. (New)

Functions:– Service Desk– Technical Management (New)– IT Operations Management (New)– Applications Management (New)

9

What is ITIL?What is ITIL?Continual Service ImprovementContinual Service Improvement

Continual Improvement Principles & Fundamentals (New) Continual Improvement Processes (New)

– The Seven Step Improvement Process– Service Reporting– Service Measurement– Return on Investment (ROI) for CSI– Business Questions for CSI– Service Level Management & Service Improvement

CSI Methods & Techniques: Assessments, Benchmarking, Measurement Models (SWOT, Balanced Score Card) (New)

10

11

12

Why ITIL?Why ITIL? Operate IT like a business to provide reliable, available, &

serviceable IT services & infrastructure A catalyst to facilitate changing the way an organization operates

from a functional silo to a service oriented design comprised of cross-functional teams unified in the common pursuit of service excellence.

Leverages W. Edwards Deming PDCA model Clearly defined, documented, & repeatable processes – consistent,

efficiencies, planned vs. hero tactics Widely accepted in European companies and quickly moving into

the US market. ISO 20000 published in 2005 is making the way for ITIL ISO

certification

13

How did we begin?How did we begin?

Change management– Dedicated resource 2004 to address audit

recommendations– Add structure to a somewhat chaotic environment– Clearly defined & accepted procedures & policies

More stringent – no exceptions Application modifications to implement business logic Online calendar – visibility Exception reports Metrics

– Streamlined change advisory board meeting– Audit and approval controls implemented

14

What have we done?What have we done?

– Engaged Gartner (Metagroup) Assisted in self assessment –

– CMMI model – • 1 Initial – processes are chaotic, heroics, ad-hoc, normally

unstable• 2 Managed – processes are planned, measured and controlled.• 3 Defined – processes are well characterized and understood and

described in standards, procedures, tools, & methods. Processes established and improved over time. Consistent across the organization

• 4 Quantitatively Managed – sub-processes are controlled using statistical & other quantitative techniques. Established quantitative objectives for process quality & performance

• 5 Optimizing – processes continually improved though incremental & innovative means

TIC overall CMMI average 1.6 (industry 2.4) Range from 1.0 to 3.3 (industry range 1.7 to 3.2)

15

What have we done?What have we done?

5 year plan– Completed

Incident Problem

– IT Service Continuity– Next

Configuration (CMDB) Asset & Inventory Release

16

What have we done?What have we done?

Incident and Problem Management– Identified tasks related to Incident & Problem

Management– Required all incidents to be logged– Documented procedures to enable transition to

Service Desk Customer satisfaction has continued to increase (80% to

90% surveys) We have continued to increase 1st call resolution

– Refined Problem Management procedures– Established standard root cause categories

17

What have we done?What have we done?

Configuration Management– Identified CIs to meet our needs– Created RFI based on our needs– Chose best fit for TIC

18

What have we done?What have we done?

IT Service Continuity– Identified key business functions and required

applications– Engaged co-location vendor– Leverage virtualization & replication

technology

Go-live end of July 2007

19

What have we done?What have we done?

Continue with evangelistic approach Trained and certified 22 key team

members.– 1st class had 100% pass rate. – 2nd class all but one passed.

20

What have we done?What have we done?

Business priorities– Last year completed over 75 projects– Focused on technology, improvements, and

efficiencies

21

What do we expect to gain?What do we expect to gain?

Received reliance on our IT controls from E&Y Ensure that we are an organization that provides the

most efficient and cost effective IT services that enable our customers to meet their current and future objectives.

Complexity and size of our environment continues to grow and that growth benefits from clearly defined, documented, and repeatable processes and procedures.

Improve IT Service Delivery and Support Improve IT efficiencies

22

What do we expect to gain?What do we expect to gain?

Clearly defined and repeatable processes that enable quick, 1st time quality customer support and product delivery

Leverage best practices to maintain our reputation as a 1st-class organization

Increased proactive problem identification– Improved root cause analysis– Reduce recurring problems

Lower costs – do more with less

23

Questions?Questions?

?