Implementing ITILBy Albert Pap

Table of content

•ITIL•Practical situation•Why ITIL•Implementation

ITIL•IT-Governance

framework•Structure for

the IT processes

•Most used framework in the Benalux

•Hardly any scientific research

IT Helpdesk for a hospital

Before•Extinguis

h fire•Free

roaming•Mobile

phones

After• Helping from

a distamce• Reuse

knowledge• Solving

probems definitely

Why ITIL???

•All about the money!•Improving service quality•Providing structure in chaos•Reuse resources

ImplementationProject startup

Service structure

Iterative improvemen

t

Establish control

Tool support

Project plan

Service portfolio

Improvement plan

SLA

Helpdesk Tool

Conclusion

•No method engineering for me•Large process framework without ‘a how

to do it’•PHD •Possible research: Roles, attributes,

implementation order, testing in practise, implementation differences due to culture or organizational characaristics

Questions

Prepare ITIL project

Define IT service structure

Select process and owners

Analyze current processes

Implement tool support

Identify and define support services

Define service structure

Select required process

Assign owners

Describe process

Perform benchmark

Define criteria

Create SWOT

Implement improvementsSelect improvements

Implement improvements

Perform benchmark

Identify flows

Determine interaction

Establish control

Determine metrics

Determine goals

Define reporting procedure

Define detailed process description

Select tool

Implement tool

PROJECT INITIATION DOCUMENT

SERVICE PORTFOLIO

SERVICE LEVEL PACKAGE

SERVICE DESIGN PACKAGE

PROCESS DESCRIPTION

KPI

SWOT

IMPROVEMENT DOCUMENT

IMPROVEMENT LIST

PROCESS FLOW DIAGRAM

PROCESS

PROCESS OWNER

PROCESS FLOW TEST

MONITORING PROCEDURE

SLA

REPORTING PROCEDURE

DETAILED PROCESS DESCRIPTION

TOOL SELECTION DOCUMENT

TOOL IMPLEMENTATION

PLAN

[Else]

[Approved]

[Else]

[Complete]

[Else]

[Approved]

Define service visionDefine service vision

Implement service structure

1

1

1

1..*

1..*

1..*

SERVICE VISION

1..*

1..*

1..*

1..*

1..*

1..*

1..*IMPLEMENTATION

PLAN

Influences

BENCHMARK

1

1..*

1..* 1..*

1..*

1..*

1

11..*

1..*

1..*

1..*

1

1..*0..*

1..* 0..*

0..*1..*

Update

1

1..*

EDUCATION PROGRAM

BUSINESS CASE

Initiate project

Get resources

Create education programm

Identify and define business services

1

Influences Influences

Influences Influences

Influences

Influences

Influences

Influences

BUSINESS SERVICE

SUPPORT SERVICE

1

1..*

1..*