Leveraging ITIL Challenges and Successes Greg Charles, Ph.D. Area Principal Consultant February...

Leveraging ITILChallenges and Successes

Greg Charles, Ph.D.Area Principal Consultant

February 2006

2 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.

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


Today’s Agenda

•Purpose•Level Set on ITIL•Case Studies

Challenges and Benefits•Discussion


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


Planning To Implement Service Management

Service Management

ServiceSupport

ServiceDelivery

The

Business

The Business

Perspective

Application Management

ICTInfrastructureManagement

The

Technology

Security Management

The ITIL Books

6 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.CMDB

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


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


Complete ITIL Process Model


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.


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.).


Case Study (Commonalities)

Must Have:- Support (both up and down)

- Direction / Roadmap

- Ownership

Method of Implementation- Where to start

- Back-in / Replacement.


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*


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


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

[email protected]

Thank You

Leveraging ITIL Challenges and Successes Greg Charles, Ph.D. Area Principal Consultant February...

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