is itil past its prime? a look at what’s next for service integration
TRANSCRIPT
© 2015 Information Services Group, Inc. All Rights Reserved.
© 2015 Information Services Group, Inc. All Rights Reserved.
A Look at What’s Next for Service Integration Is ITIL Past Its Prime?
Lois Coatney, Partner, Ola Chowning, Director, Kevin Boulas, Principal Consultant
© 2015 Information Services Group, Inc. All Rights Reserved.
© 2015 Information Services Group, Inc. All Rights Reserved 4
Agenda
o How are the expectations of IT Changing?
o A Case Study: JitterCorp
o What is next for Service Integration?
© 2015 Information Services Group, Inc. All Rights Reserved 5
ITIL’s first goal was to untangle the “IT hairball.”
IT needed: o Predictability o Cost control o Minimal disruptions
ITIL provided: o Process rigor o Planning and documentation
© 2015 Information Services Group, Inc. All Rights Reserved 6
Emerging technologies are changing the expectations for IT
“I need information now to solve my problem.”
“IT is too focused on technology and is not
about business solutions.”
“IT is too slow and unresponsive – always behind
schedule and over budget.”
$
© 2015 Information Services Group, Inc. All Rights Reserved 7
Is process-heavy and internally focused ITIL service management at odds with the new imperatives and pace of change?
© 2015 Information Services Group, Inc. All Rights Reserved 8
ITIL
What do you think? ü There is room for both. ü ITIL is fine as a framework, but
implementation needs to change. ü ITIL needs to go!
vs. vs. Customer-focused Agile-driven
© 2015 Information Services Group, Inc. All Rights Reserved 9
So, is ITIL past its prime?
© 2015 Information Services Group, Inc. All Rights Reserved 10 10
Case Study
© 2015 Information Services Group, Inc. All Rights Reserved 11 11
Case Study
CEO CIO
© 2015 Information Services Group, Inc. All Rights Reserved 12
How do you mobilize?
© 2015 Information Services Group, Inc. All Rights Reserved 13
How do you build, test and deploy under a tight timeline?
© 2015 Information Services Group, Inc. All Rights Reserved 14
How does interaction with end user change (Service Desk)?
© 2015 Information Services Group, Inc. All Rights Reserved 15 15
© 2015 Information Services Group, Inc. All Rights Reserved 16
Where are the constraints in the current operation that will stifle the momentum.
Integrated Service Delivery
Data Integra>on & Analy>cs
User Enablement / Self Serve
© 2015 Information Services Group, Inc. All Rights Reserved 17
The new Service Integration imperatives for a successful IT environment?
Provider Accountability
Data Integra>on & Analy>cs
User Enablement / Self Serve
Integrated Service Delivery
www.isg-one.com
imagine your future™ let’s connect…