IMPLEMENTING ITIL*WHY, HOW, WHEN, & WHAT I’VE LEARNED
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What is ITIL?
• Basic Principles
How to Use It
• Bend It to Suit Your Needs
Why ITIL Works
When ITIL Won’t
• Incompletely Tailored
• Improper Launch
Payoff
TABLE OF CONTENTS
Fig 1. Total service-impacting issues by month after ITIL implementation.
WHAT IS ITIL?
BASIC PRINCIPLES
WHAT IS ITIL?An acronym.
“Information Technology Infrastructure Library.”
A way to find order in chaos.
ITIL provides a framework that allows a company to categorize problems, sort them through a workflow, and discover solutions much more rapidly than relying on an organic process.
USING
ITIL
BASIC PRINCIPLES
BASIC ITIL JARGONService- Do you deliver it? Do your customers need it, or you need it to serve your customers? Then it’s a service.
Problem- An aspect of a service that is not functioning properly. If left alone long enough, will become an incident.
1. Process fails
2. Alerts
BASIC ITIL JARGONIncident- A service-impacting issue. Requires triage time to resolve and typically impacts a company’s customers.
1. Hardware failures
2. Outages
Change- A planned alteration to a service. Mitigates problems, and resolves incidents.
3. Also introduces new risk.
ITILBEST PRACTICE
MAKING ITIL WORK FOR YOUR COMPANY
SAMPLE ITIL PROCESS FLOW
Problem Management
Change Management
Incident Management
Production
Operations QA/Ops/Prod
ITILDISASTERS
LEARNING FROM PAST FAILURES
IMBALANCED IMPLEMENTATION
Problem Management
Change Management
Incident and Change Management Effect: Not enough emphasis on
the power of Change. Problem Management has no voice.
COMMUNICATION BREAKDOWNS
Problem Management
Change Management
Incident Management ?
Effect: Problem Management knows what’s wrong, but Incident Management and Change Management can’t work together to prevent future problems until information is relayed through the middle man.
STUTTERING START
Problem Management
Change Management
Incident Management
Effect: Implementing ITIL piecemeal causes pain down the line. The late starters may have difficulty finding advocacy or streamlining the process to suit a full-fledged ITIL.
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ITILFOR THE WIN
TRUE STORIES OF ITIL PAYOFF
TALKING AT YOU FOR A MOMENT
QUESTIONS?THANKS FOR LISTENING. :]
APPENDIXRESOURCES FOR PRESENTING
APPENDIXDIGITAL: PDF
• An annotated follow-along .PDF for tablets and smartphones.
• E-mail out before the presentation.
PRINTABLE: NOTES
• For those who prefer to take notes on pen and paper.
• Print and hand out before the presentation.
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