Published on February 2, 2009
The Applicability of IT Service Management and the IT Infrastructure Library (ITIL) to Financial Services
Agenda Technology Management Conference • ITIL and ITSM Overview • Panel Discussion Ralph Quartiano Jacob Granek Executive Director Managing Director Morgan Stanley Depository Trust & Clearing Corporation Karl Bietsch Christopher Lord EVP & Co-founder Vice President – IT Service Management Consulting-Portal Depository Trust & Clearing Corporation Jim Jankowski Director Technology Services The Bank of New York 6/25/2007 2
IT Service Management Technology Management Conference Does IT and the Business see things “eye to eye”? 6/25/2007 3
ITSM is Service Focused Technology Management Conference 6/25/2007 4
ITSM Decomposes Services Technology Management Conference Customer view Business Processes Technology Network Servers Application Software 6/25/2007 5
ITIL Underpins IT Service Management Technology Management Conference • A set of books • A framework of best practices • An approach • Service provision • The “What”, not the “How” • Public domain 6/25/2007 6
ITIL Background Technology Management Conference • First Published in 1989 • UK government’s Central Computer & Telecommunication Agency (CCTA) now part of the Office of Government Commerce (OGC) • Originally, intended to be used by the British government to improve Service Management • Public domain, though materials are copyright of the Crown • Large following in Europe, adoption skyrocketing in North America 6/25/2007 7
The ITIL Processes Technology Management Conference Identifying, controlling and Maintain and improve IT Configuration Service verifying IT components and their service quality, through a Management Level inter-relationships. Provides Management constant cycle of agreeing, information key to the other monitoring and reporting on processes. IT service achievements Focusing on the quick Providing the sustained level Incident Availability restoration of service minimizing of Availability required by the Management Management SERVICE DELIVERY SERVICE SUPPORT the impact to the business. business in a cost effective manner Service Desk Getting to the root cause of Ensuring that the Capacity Problem incidents and ensuring that Capacity and Management Management permanent solutions are Performance needs of the deployed to prevent business are being met reoccurrence Ensuring that the necessary IT ITService Minimizing the impact of Change Continuity services can be recovered change on the business Management Management within agreed business through standardized timescales methods Financial Cost-effective control and Deployment of packaged Management management of the IT Release for changes reducing the impact assets and the financial Management ITServices of frequent one-off change resources used in implementations delivering IT services 6/25/2007 8
Growth of ITIL Technology Management Conference Other Key Indicators 100000 • Corporate Recruiting 80000 • University programs Service Manager 60000 Practitioner • RFP Requirements Foundation 40000 Total • Regulatory Audits 20000 • ISO20000 certification 0 2000 2001 2002 2003 2004 2005 6/25/2007 9
ITIL Version 3 Technology Management Conference 6/25/2007 10
Who is Using ITIL Technology Management Conference • Financial Services • Government – Bank of Montreal – Federal Government – Bank of New York – Provincial and State Governments – Barclay Bank – Government contractors – CIBC – Depository Trust and Clearing Corp. – Fidelity Investments • Vendors – Morgan Stanley – CA – NYSE Group – BMC – RBC Financial Services – HP – IBM • Numerous Commercial – Outsourcing Organizations Enterprises – Consulting Organizations 6/25/2007 11
ITIL Certification Technology Management Conference Foundation Specialist Practitioner of IT Service Practitioner of IT Service Management Management ITIL IT Service ITIL IT Service Management Management Manager of IT Service Manager of IT Service Management Management 6/25/2007 12
Why is ITSM Important? Technology Management Conference Common Approach and Language Me tion asu a di z r ab r da ility tan Se n ce S rvic plia eI mp m Co rov y tor em la en u eg Un t R de rpi ility ns A tab uto ea ma ep tion R 6/25/2007 13
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