ITIL
A Team GALIP Presentation
A. Silverman, N. Elovitz, L. Johnson, M. Saxena, W. Zhao
Agenda
• Key Concepts
• ITIL Framework
• ITIL Service Delivery
• ITIL Service Support
• Service Desk
• ITIL in Practice
• Q&A
Key Concepts
Business
IT Alignment
IT Service
Management
Concept of Service
Business Process
Order
Processing
Supply
Chain
Email
Service
HR Process
IT People
Enterprise Database Infrastructure
ERP
DB
CRM
DB
HR
DB
App1
DB
App2
DB
Network Backbone
Enterprise Server Infrastructure
Unix Servers
Linux Servers
Windows
Servers
Mainframes
So, What is ITIL ?
•Information Technology
Infrastructure Library
•A customizable framework
of best practices that
promote IT Service
Management
ITIL Goals
• BITA – Business IT Alignment
• Improve the quality of IT services
• Increase Customer Satisfaction
• Reduce the long term cost of service
provision
ITIL Framework
T
H
E
B
U
S
I
N
E
S
S
Planning to Implement Service Management
Service
Management
Service
Delivery
Service
Support
Security
Management
Application Management
T
H
E
T
E
C
H
N
O
L
O
G
Y
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
Service
House Management
of Service
Business
Objectives
& KPIs
The Customer’s Business Processes
Service Level Management
Capacity
Management
Continuity
Management
Availability
Management
Service Desk
Change Management
Incident
Management
Problem
Management
Configuration Management
Release
Management
Security
Management
Infrastructure
Management
Financial
Management
Service Desk
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
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
Service Desk - Goals
• Facilitate restoration of normal service
• Owns Service Disruption
• Single point of ownership
• Interface with Service Management
Activities
Question for you?
• Is Call Center a Service Desk ?
No – Because it registers the problem and
refers them to other parts of the
organization
Question for you?
• Is Help Desk a Service Desk ?
No – Because it is reactive in nature and
Multiple points of contact
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
ITIL in Practice
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
The Business of ITIL
HP example:
• ITSM – IT Service
Management
• MS-IT (managed
services)
Microsoft/IBM example:
• Co-authored a new Application Management
book as part of ITIL
• MOF – Microsoft Operations Framework
• Framework specifically to manage
Microsoft technologies
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
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
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
ITIL Standards
BS
Achieve
this
15000
Standard
PD005
Code of Practice
ITIL
In House Procedures
Management
Overview
Process
Definition
Deployed
Solution
ITIL Training and Certification
ITSM Practitioner
Certificate
ITSM Manager
Certificate
ITSM Foundation Certificate
ITSM Awareness
Seminars
ITSM Workshops
Getting Started
• ITIL Toolkit
http://toolkit.drkeyboard.com/
• beginners guide
• fact sheets
• management
presentation
• compliance assessment
• compliance presentation
template
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/
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!
Q&A
If you have any questions,
please ask your Service Desk