Published on January 15, 2009
NAPHIT 2006 Annual MeetingInformation Technology Infrastructure Library - ITIL : NAPHIT 2006 Annual MeetingInformation Technology Infrastructure Library - ITIL Michael Orr IBM – Senior Consultant, IBM/Tivoli Services firstname.lastname@example.org 910-681-0140 ITIL® is a Registered Trademark of the Office of Government Commerce (OGC) Presentation Objectives : Presentation Objectives In thirty minutes Answer the questions: What is ITIL? Why should you care? How does it relate with other things you’ve heard about? Case study ITIL Defined : ITIL Defined Information Technology Infrastructure Library (ITIL) A library of books describing best practices for IT Service Management (ITSM) Not a “standard” – evolving industry best practices Describes goals, activities, inputs & outputs of processes Specific procedures vary from organization to organization Worldwide de facto approach to IT management Open approach – not tied to any vendor IBM has been involved with ITIL since its inception in 1988 Currently >3,500 ITIL-certified employees in 37 countries Platinum membership in the IT Service Management Forum (itSMF) R ITIL is a registered trademark of the OGC (the UK Government's Office of Government Commerce) Service Support Service Delivery ICT Infrastructure Management Application Management Security Management Planning to Implement Service Management ITIL Software Asset Management ITIL The ITIL Publications Framework : Source: OGC The ITIL Publications Framework Service Support Processes : Service Desk (Function) Service Support Processes Configuration Management CMDB Incidents Customers & Users Incidents -RFCs from IT staff, users, customers New releases RFC RFC Source: W. Cook Used with Permission Incident Management Problem Management Change Management Release Management Service Delivery Processes : Service Delivery Processes Alerts, Exceptions & Changes -Inquiries -Communication -Reports and updates System Management Tools IT Infrastructure -Security plans -Intrusion prevention -Security event logging -SLAs, OLAs, SLRs, UCs -Service catalog -Requirements, targets, achievements Source: W. Cook Used with permission. Service Level Management Availability Management Capacity Management IT Financial Management IT Service Continuity Management Information Security Management Customers & Users Benefits of ITIL : Benefits of ITIL Common language to be used by all participants in implementing ITSM Alignment of IT with the business needs Work with business units to define standard, repeatable services Reduction of long-term costs for IT services Repeatable services provides for continued improvement and thus cost reduction. Think assembly line model Balance between effectiveness, efficiency, and cost for special projects Improved service quality and responsiveness ITIL incorporates quality management strategies Provides enhanced structure for regulatory compliance audits Standard services provide standard processes, metrics, roles, and responsibilities for auditing Regulatory audit exposures more easily identified for exception projects ITIL Certification : ITIL Certification Examination Focus Basic concepts of ITIL IT Service Management processes and process interfaces The benefits of IT Service Management Level 1: Foundation Certificate Examination Focus Varies depending on the particular process area. Practitioner exams are available as clustered groups of processes, such as Config/Change/Release Mgmt Level 2: Practitioner Certificate Examination Focus Details of all the ITIL process areas as well as practical applications and implementation issues. Level 3: Service Manager Certificate Slide 9: ITIL – a framework of best practice guidance for IT Service Management CMMI – consists of best practices that address product development and maintenance Six Sigma – uses root cause analysis to identify process improvements ISO 9000 – requirements on the design of processes involved in design and delivery Baldrige Award – assessment of seven aspects of process implementation and results CobiT – provides tools to assess and measure the IT processes in a business Relating IT Management Standards and Frameworks “Sorting Out” the models, standards and frameworks – IBM’s Opinion : “Sorting Out” the models, standards and frameworks – IBM’s Opinion = Yes, suitable for use = Proceed with caution, not its primary purpose = No, not suitable NAPHIT - ITIL Case Study : Department of Health, State of Florida Customer Profile: 160 person IT organization 100 associated staff imbedded in business units Supports 17,000 users Motivation for implementing ITSM: State legislature applying pressure on costs Getting Started: Started program 11/04 Focal point received formal education on ITIL Education of CIO and Bureau Chiefs; gained executive buy-in Previously established process improvement team served as spearhead Performed self-assessment using OGC tool NAPHIT - ITIL Case Study NAPHIT - ITIL Case Study cont. : Planning Developed 6 month awareness and education for organization Reviewed starting with CMDB, but found technology insufficient Start with Service Level Management, constructed Service Catalog Moved to more mature processes, Incident and Problem, to illustrate “quick wins” Design Process design done in-house, local variations allowed in some areas Technology/tool selection done once process understood Implementation Organization-wide roll-out of Service catalog, Incident and Problem Management Had to illustrate organizational level advantages to field to gain acceptance NAPHIT - ITIL Case Study cont. NAPHIT - ITIL Case Study cont. : Benefits Realized Provides a consistent management structure for handling service requests from customers Reduced the number of outstanding incident tickets that needed cross-team analysis and resolution Assists in aligning our Legislative budget requests with known best practice endorsed by the Legislature Future Started examining Change and financial management Due to legislative funding cuts cost pressures, process improvement team dissolved, but effort continues Contact: Monique Emmanual, Monique_Emmanuel@doh.state.fl.us NAPHIT - ITIL Case Study cont. ITIL Implementation : Adopt and Adapt Adopt ITIL as a common language and reference point for IT Service Management best practices and key concepts Adapt ITIL best practices to achieve business objectives specific to each company ITIL Implementation Online Resources : Online Resources Office of Government Commerce (OGC) The “mother ship” of ITIL http://www.ogc.gov.uk/ IT Service Management Forum Also an excellent source of ITIL publications http://www.itsmf.com/ IT Tool Selector Online resource for ITIL tools http://www.toolselector.com ITIL Examination Body (EXIN) Produces and administers ITIL exams http://www.exin-exams.com/
Guidelines of ITIL framework at Oxford Brookes University. ... Nelson, Richard (2004). Best Practices when implementing ITIL Orr, Anthony T. (2007) ...
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