final introduction
DESCRIPTION
TRANSCRIPT
ITIL V3 - 2011
Executive Review
Peleg Holzmann, MIS, CISSP, ITIL v3 Expert
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Issues facing Senior Business Managers and IT Managers Today
IT & Business
• Integrating and aligning IT and business goals
• Implementing continual improvement
• Measuring IT organization effectiveness and efficiency
• Optimizing costs and the Total Cost of Ownership (TCO)
• Achieving and demonstrating Return on Investment (ROI)
• Demonstrating the business value of IT
• Improving project delivery success
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• ITIL (Information Technology Infrastructure Library) is a systematic approach to high quality IT service delivery
• Developed in 1980s by Office of Government Commerce (OGC), current: Version v3 (Refresh 2011)
• Documented best practice for IT Service Management
• Organizational size and industry independent
• Provides common language with well-defined terms
• Comprised of 5 Books - (1,888 Pages)
What is ITIL?
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Because ITIL is all about Service and Customers!A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Why ITIL?
Customer’s don’t require servers, software and routers – they require services that meet their needs.
&
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ITIL v3
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Service Strategy: The achievement of strategic goals or objectives requires the use of strategic assets. The guidance shows how to transform service management into a strategic asset.
Service Strategy
Business Relationship Management4
Demand Management1
Strategy Management for IT Services5
Service Portfolio Management (SPM)2
Financial Management for IT Services3
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Service Strategy
Demand Management
Understand
Anticipate
Influence
Service Portfolio Management (SPM)
Right Mix of Services
Business Outcomes
Levels of Investment
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Service Strategy
Budgeting
Accounting
Charging
Develop
Evaluate
Leverage
Financial Management for IT Services Business Relationship Management
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Service Strategy
Offerings
Capabilities
Markets
Strategy Management for IT Services
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Service Strategy
Define the Market
Develop the Offerings
Develop Strategic Assets
Prepare for Execution
Service Design
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13 Design Coordination
Service Catalog Management (SCM)6
Service Level Management (SLM)7
Supplier Management8
Capacity Management9
Availability Management10
IT Service Continuity Management (ITSCM)11
Information Security Management12
Service Design: guidance on designing IT services, along with the governing IT practices, processes and policies, to realize the strategy and facilitate the introduction of services into the live environment ensuring quality service delivery, customer satisfaction and cost-effective service provision.
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Service Design
Description
Cost
Who
SLA
MTBF
MTTR (RTO / RPO)
Service Catalog Management (SCM) Service Level Management (SLM)
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Service Design
Good & Services
Supply Chain
Links
Planning / Predicting
Monitoring
Tuning
Supplier Management Capacity Management
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Service Design
Define
Analyze & Measure
Plan
Reduce Risk
Manage Impact
Agreed Levels
Availability Management IT Service Continuity Management (ITSCM)
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Service Design
Implement
Information Assets
Acceptable Levels
Consistent
Processes
Activities
Design CoordinationInformation Security Management
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Service Design
How are we going to provide it?
How are we going to build it?
How are we going to test it?
How are we going to deploy it?
Holistic approach to determine the impact of the introduction of change on existing services and
management processes
Service Transition: guidance for the development of capabilities for transitioning new and changed services into operations, ensuring the requirements of Service Strategy, encoded in Service Design, are effectively realized in Service Operations while controlling the risks of failure and disruption.
Service Transition
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Transition Planning & Support14
Change Management15
Service Asset &Configuration Management (SACM)
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Release & Deployment Management17
Service Validation & Testing18
Change Evaluation19
Knowledge Management20
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Service Transition
Deployment
Quality Estimates
Time & Cost
Changing States
Control
Accept & Embrace
Transition Planning & Support Change Management
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Service Transition
Configuration Items (CI)
Relationships CI’s
Deliver CI’s
Control Movement
Integrity
Correct
Service Asset &Configuration Management (SACM)
Release & Deployment Management
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Service Transition
Deployed
Support?
Expectations
Prior to Change
Major Change
New or Substantial
Service Validation & Testing Change Evaluation
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Service Trnasition
Insights
Experience
Knowledge
Knowledge Management
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Service Transition
Build
Testing
Deployment
User Acceptance
Early Life Support
Service Operation: guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer and the service provider. Strategic objectives are ultimately realized through Service Operations.
Service Operation
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Event Management21
Incident Management22
Request Fulfillment23
Problem Management24
Access Management25
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Service Operation
Filter
Categorize
Monitor
Restore
Minimize Impact
Quality & Availability
Event Management Incident Management
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Service Operation
Minor (Standard) Changes
Information
Repeatable (Safe)
Cause Incidents
Prevent Incidents
Root Cause
Request Fulfillment Problem Management
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Service Operation
Authorized Users
Un-Authorized Users
Execute Security Policies
Access Management
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Service Operation
A B
External
Quality
Stability
Proactive
Internal
Cost
Responsiveness
Reactive
Continual Service ImprovementContinual Service Improvement: guidance in creating and maintaining value for customers through better design, introduction and operation of services, linking improvement efforts and outcomes with Service Strategy, Design, Transition and Operation.
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7-Step (CSI) Improvement Process26
1
Continual Service Improvement
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Plan1. Identify the strategy for improvement2. Define what you will measure
Do3. Gather the data4. Process the data
Check5. Analyze the data/information6. Present & Use the information
Act7. Implement Improvement
Did we get there?
How do we get there?
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Continual Service Improvement
Where do we want to be?
Where are we now?
What is the vision?
Measurements & Metrics
Service & Process Improvement
Measurable Targets
Baseline Assessments
Business Vision, Mission, Goals & Objectives
How
do
we
kee
p t
he
mom
entu
m g
oin
g?
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Case StudiesPurdue University Visa Avaya
Service Desk Incident ITIL
• Decrease 50% second level support calls
(InfoWorld)
• Reduced incident resolution times by 75%
(Smart Enterprise Magazine)
• Reduce IT budget by 30%• Helped with Sarbanes-Oxley
Legislation(Techworld)
Capital One Procter & Gamble Hershey Foods
ITIL ITIL ITIL
• 30% reduction in system crashes and software distribution errors
• 92% reduction in critical incidents within a 2 year period
• Estimated 10% - 20% savings on support costs over a 5 year period
(Computerworld CIO.com)
• Documented 6% - 8% decrease in operating costs
• $125 million annual IT savings• $500 million in 4 years• 10% reduction in help desk calls(Network World)
• 97% change success rate(Gartner)
Confidential Bank JP Morgan Chase Johnson & Johnson
Change, Incident, Problem & Release and Deployment
Incident Management & Change Management
ITIL
• Reduced severity of change issues by 60% over the period of 12 months
• Actual ROI was $10 million saved against $300,000 incremental expense.
(Computerworld CIO.com)
• 93% customer satisfaction w/Service Desk
• First time call resolution of 75%• Total call volume down 500,000 calls (Computerworld UK)
• $30 million cost savings 2005• Help desk resolution time down to 18
minutes from 27 minutes(Network World)
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We must have!
Vision & Strategy
Steering
Processes
Technology
People & Culture
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THANK YOU