IMPLEMENTING
ITIL*
WHY, HOW, WHEN, & WHAT I’VE LEARNED
TABLE OF CONTENTS
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
10
9
8
7
6
5
4
3
2
1
0
Severity 1
Severity 2
Severity 3
March
April
May
June
Fig 1. Total service-impacting issues by month after ITIL
implementation.
BASIC PRINCIPLES
WHAT IS
ITIL?
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.
BASIC PRINCIPLES
USING
ITIL
BASIC ITIL JARGON
Service- 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 JARGON
Incident- A service-impacting issue. Requires triage time to
resolve and typically impacts a company’s customers.
1.
2.
Hardware failures
Outages
Change- A planned alteration to a service. Mitigates problems,
and resolves incidents.
1. Also introduces new risk.
MAKING ITIL WORK FOR YOUR COMPANY
ITIL
BEST PRACTICE
SAMPLE ITIL PROCESS FLOW
Problem
Management
Production
Operations
QA/Ops/Prod
Incident
Management
Change
Management
LEARNING FROM PAST FAILURES
ITIL
DISASTERS
IMBALANCED
IMPLEMENTATION
Problem
Management
Incident and Change
Management
Change
Effect:
Not enough emphasis on
Management
the power of Change. Problem
Management has no voice.
COMMUNICATION
BREAKDOWNS
Problem
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.
Change
Management
STUTTERING START
ProblemEffect: Implementing ITIL
piecemeal causes pain down the
Management
line. The late starters may have
difficulty finding advocacy or
streamlining the process to suit
a full-fledged ITIL.
?
Incident
Management
?
Change
Management
TRUE STORIES OF ITIL PAYOFF
ITIL
FOR THE WIN
TALKING AT YOU FOR A MOMENT
QUESTIONS
?
THANKS FOR LISTENING. :]
APPENDIX
RESOURCES FOR PRESENTING
APPENDIX
DIGITAL: PDF
PRINTABLE: NOTES
• An annotated
follow-along .PDF
for tablets and
smartphones.
• For those who
prefer to take notes
on pen and paper.
• E-mail out before
the presentation.
• Print and hand out
before the
presentation.