Embed Size (px)
Citation preview
IT Service Management with ITIL
Enterprise ValueEnterprise Value
Statement:Statement:““Today’s IT manager is Today’s IT manager is
less interested in less interested in technology than most technology than most
references (books, references (books, courses, ‘solutions courses, ‘solutions
providers’) care to admit.”providers’) care to admit.”
Statement:Statement:““Today’s IT manager is Today’s IT manager is
less interested in less interested in technology than most technology than most
references (books, references (books, courses, ‘solutions courses, ‘solutions
providers’) care to admit.”providers’) care to admit.”
1. Aligning IT strategy with business strategy
2. Meeting business and user needs3. Coping with change4. Dealing with senior management5. Managing costs, budgets and resources6. Keeping up with technology7. Recruiting and retaining staff8. Time and resource management9. Infrastructure management10.Maintaining skills and knowledge
Sales Arguments: Addressing the Top ten concerns of IT DirectorsSales Arguments: Addressing the Top ten concerns of IT Directors
The Process Driven Organisation
the processes decide
the processes decide
Service Management= The Objective Tree =
QualityFlexibilityCost management
How
/ What ?
ORGANISATIONORGANISATION
BUSINESS PROCESSESBUSINESS PROCESSES
IT SERVICE PROVISIONIT SERVICE PROVISION
SERVICE MANAGEMENTSERVICE MANAGEMENT
Why!
effective
efficient
organisationorganisation
effective
efficient
IT service provisionIT service provision
ITILITIL
IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)
• ITIL• IT Infrastructure Library
• OGC http://www.ogc.gov.uk/ogc/isite.nsf/default.html
• Office of Government Commerce
• ITSMF http://www.itsmf.org
• IT Service Management Forum
• Benefitsindependent (of systems and/or platforms)flexible (also applicable outside IT)applicable worldwideapplicable in companies, institutions, governmentprocedures are ISO compliant
ITIL Service Management
Service Level Management
FinancialManagement
for IT services
Capacity Management
Availability Management
IT Service Continuity
Management
IncidentManagement Problem Management
Change Management
Configuration Management
Release Management
ITInfrastructure
ITInfrastructure
security
security
Service DeskService Desk
The ITIL Framework
Source: OGC
Service Support
Service Delivery
Security Management
Security Management
The Business Perspective
ICT Infrastructure Management
Planning to Implement Service Management
Applications Management
Th
e B
usin
ess
Th
e B
usin
ess
Th
e T
ech
nolo
gy
Th
e T
ech
nolo
gy
Software Asset Management
ITIL CertificationITIL Certification
ITIL FoundationITIL Foundation
ITIL PractitionerITIL Practitioner
ITIL Service ManagerITIL Service Manager
Practitioner Certificate in IT Service Management
Manager’s Certificate in IT Service Management
Foundation Certificate in IT Service Management and/or
• EXIN http://www.exin-exams.com
• European Examination Institute for Information Science
• ISEB http://www.bcs.org.uk/iseb/ism2.htm
• The IInformation SSystems EExamination BBoard
• Testing at Prometric (www.prometric.com)
ITIL Trend
• Adoption rate increasing Globally
• Vendors are being pressured by the market to demonstrate deployment of industry-accepted best-practice process models (such as ITIL, as it is currently the most widely known set of public best-practice process models)
ITIL Worldwide (1)
ABN-AMRO BankAetna Life InsuranceAT&T SolutionsAustralia PostAXA Insurance GroupBank of CanadaBank of Montreal (Cebra, Harris Bank)Barclays BankBass BreweriesBritish AirwaysBritish TelecomCable & WirelessCanadian Fed. & Prov. GovernmentsCapital One ServicesCGICIBC
Computer Sciences CorporationConsumers GasDLJ PershingDutch Land Registry OfficeDutch RailwaysEDSExxonFederal ExpressGE CapitalGeneral AccidentGreat West LifeGuinness/UDVHewlett PackardHong Kong & Shanghai BankIBM/ISMING Bank
ITIL Worldwide (2)
J.D. Edwards & CompanyKPMGLegal & General InsuranceLucent TechnologiesMackenzie Financial Corp.Manulife FinancialMenominee Indian Tribe of WisconsinMerrill LynchMicrosoft Corp.Mutual Life Assurance CompanyNational Westminster BankNesbitt BurnsNetwork AssociatesOntario HydroOraclePerot Systems
UK Post OfficePeregrine SystemsProcter & GambleRemedy Corp.Royal Bank of ScotlandRoyal MailScottish ProvidentShellGlaxoSmithKlineStandard Life AssuranceThe Equitable Insurance CompanyToronto Dominion BankUnion GasVirginia PowerVodafoneZurich Insurance
Who uses ITIL?
• PUBLIC SECTOR - Central & Local Government, Health & Police Authorities
• PRIVATE SECTOR - Banking, Insurance, Telecomm, Utilities, Retail, Transport, Leisure
• VENDORS - Product suppliers, Consultancies, Trainers, Legal, Recruitment, Outsourcing
Implementation ChallengesProcess DesignWhat You Don't See is Critical
Values &Beliefs
InformationArchitecture& SystemsOrganizational
Structures
ChangeReadiness Leadership
RetrainingReward &MeasurementSystems
New ITSM
Processes
Job Definitions
Portrait of a Service Manager
visionvisionvisionvision
presentationpresentationskillsskills
presentationpresentationskillsskills
ITIL ITIL knowledgeknowledge
ITIL ITIL knowledgeknowledge
resistanceresistance
ITIL & the Organisation
CIO
Operations Development Customer Relationship
Service Desk
Desktop Support
Network Support
Server Support
Fin. Apps
HR Apps
Log Apps
Account Mgt.
Vendor Mgt.
Bus. Analysts
Success for ITIL in Major Organisations
• Establish a sense of urgency• Create the guiding coalition• Develop a Vision and Strategy• Communicate the Change Vision• Empower employees for broad-based action• Generate short-term wins• Consolidate gains and produce more change• Anchor new approaches in the culture
Source: Kotter
Where’s the proof that ITIL works?
• Many testimonials available
• It’s common sense!
• Absence of published empirical data
Repeatable, documented processes are essential to improving IT
service delivery and management. The ITIL framework provides an
effective foundation for quality IT service management.
Bottom Line:
