Published on January 2, 2009
Ikram Ahmed Khan Director Business Beam (Pvt.) Limited
What is a Service? What is Service Management? What is ITIL? Myths and Realities around ITIL (c) 2004-2008 Business Beam (Pvt.) Limited 2
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Definition: ◦ A means of delivering value to customers by facilitating outcomes that they want to achieve without the ownership of specific costs and risks. Examples: ◦ Event Hosting service offered by Hotels ◦ Rescue 1122 ◦ Website hosting service (c) 2004-2008 Business Beam (Pvt.) Limited 5
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A set of specialized organizational capabilities for providing value to customers in the form of services (c) 2004-2008 Business Beam (Pvt.) Limited 7
Delivering Offer Order, A Delightful Greeting and Selection, Preparing Monitoring Dining Prepare Seating Taking order Order Customer Experience Tables Process 1 Process 2 Process 3 Process 4 Process 5 Manage Handle Understand Realize Deploy Service Facilities Customer Customer Solution Solution Interaction Requirements Implement Determine Required Contacting The Required Processes, Providing Building the Potential Quality of Tools and Applications Availability of Infrastructure customer Service Organization and Reporting Applications (c) 2004-2008 Business Beam (Pvt.) Limited 8
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Stands for “Information Technology Infrastructure Library” Set of experiences by the industry leaders (e.g. IBM, SUN, HP, Microsoft, etc.) in the form of best practices to manage your IT services Version 3, released in May 2007, consists of 5 core books Fits all kinds of organizations, large and small (c) 2004-2008 Business Beam (Pvt.) Limited 10
Service Strategy (SS) Service Design (SD) Service Transition (ST) Service Operations (SO) Continual Service Improvement (CSI) (c) 2004-2008 Business Beam (Pvt.) Limited 11
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Many IT leaders and enterprises are looking for a magic bullet to end their IT chaos. Reality: ◦ Success with ITIL is largely dependent on determining how best, and when, to apply the processes in the IT organization (c) 2004-2008 Business Beam (Pvt.) Limited 14
Vendors claiming quot;ITIL compliancequot; give the false impression that ITIL is an IT standard Reality: ◦ ITIL is a set of best practices ◦ In the strictest sense of the term, there is no such thing as ITIL compliance ◦ ISO 20000 ITSMS is an international standard “based” on ITIL (c) 2004-2008 Business Beam (Pvt.) Limited 15
The interactive and integrative nature of ITIL processes implies the entire framework has to be in place for benefits to be achieved Reality: ◦ Many organizations benefit from implementing only one or two ITIL processes such as change management or incident management (c) 2004-2008 Business Beam (Pvt.) Limited 16
Getting IT under control with ITIL is an important step in meeting the requirements of governance Reality: ◦ ITIL does not address governance in a comprehensive way ◦ CobiT is the de facto North American governance framework (c) 2004-2008 Business Beam (Pvt.) Limited 17
ITIL consists of a series of books that describe best practices in IT service areas. Reality ◦ ITIL provides WHAT to do, not HOW to do it ◦ It is not an instructional manual for IT leaders to improve IT services and operations (c) 2004-2008 Business Beam (Pvt.) Limited 18
Understand ITIL - Read ITIL books, articles and blogs Attend training courses and seminars ◦ ITIL v3 Foundation can be a good starting point Hire a good consultant – if you want to improve your IT services “quickly”! (c) 2004-2008 Business Beam (Pvt.) Limited 19
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