ITIL

1. ITIL A Team GALIP Presentation A. Silverman, N. Elovitz, L. Johnson, M. Saxena, W. Zhao

2. Agenda • Key Concepts • ITIL Framework • ITIL Service Delivery • ITIL Service Support • Service Desk • ITIL in Practice • Q&A

3. Key Concepts

4. Enterprise Database Infrastructure CRM DB ERP DB App1 DB App2 DB HR DB Enterprise Server Infrastructure Business Process Unix Servers Order Processing Supply Chain Linux Servers Windows Servers Email Service Mainframes HR Process Concept of Service Business IT Alignment IT Service Management IT People Network Backbone

5. So, What is ITIL ? • Information Technology Infrastructure Library • A customizable framework of best practices that promote IT Service Management

6. ITIL Goals • BITA – Business IT Alignment • Improve the quality of IT services • Increase Customer Satisfaction • Reduce the long term cost of service provision

7. Service Management Service Delivery Service Support ICT Infrastructure Business Perspective ITIL Framework T H E B U S I N E S S Planning to Implement Service Management T H E T E C H N O L O G Y Security Management Application Management

8. 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

9. Service Level Management Financial Management Capacity Management Continuity Management Availability Management Service Management House of Service Business Objectives & KPIs The Customer’s Business Processes Infrastructure Management Security Management Service Desk Change Management Incident Management Problem Management Release Management Configuration Management

10. Service Desk

11. 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

12. 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

13. Service Desk - Goals • Facilitate restoration of normal service • Owns Service Disruption • Single point of ownership • Interface with Service Management Activities

14. Question for you? • Is Call Center a Service Desk ? No – Because it registers the problem and refers them to other parts of the organization

15. Question for you? • Is Help Desk a Service Desk ? No – Because it is reactive in nature and Multiple points of contact

16. Please don’t call them “unskilled” workers 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

17. ITIL in Practice

18. 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

19. The Business of ITIL Microsoft/IBM example: • Co-authored a new Application Management book as part of ITIL • MOF – Microsoft Operations Framework • Frameworkspecifically to manage Microsoft technologies HP example: • ITSM – IT Service Management • MS-IT (managed services)

20. 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

21. 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

22. 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

23. BS 15000 Standard Achieve this All this rolls up to ISO 20,000 in 2007 Management Overview PD005 Code of Practice Process Definition ITIL Deployed Solution In House Procedures ITIL Standards

24. ITIL Training and Certification ITSM Practitioner Certificate ITSM Manager Certificate ITSM Foundation Certificate ITSM Awareness Seminars ITSM Workshops

25. Getting Started • ITIL Toolkithttp://toolkit.drkeyboard.com/ • beginners guide • fact sheets • management presentation • compliance assessment • compliance presentation template

26. 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/

27. 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!

28. Q & A If you have any questions, please ask your Service Desk