Adopting ITIL To Improve IT Processes Andy Finley Sales Engineering

2 Agenda What is ITIL? The purpose of ITIL? ITIL Service Management ITIL Service Support ITIL Service Delivery How Aldon can Help Interactive Aldon Product Presentation

3 What is ITIL ? Created and owned by, the UK Government’s Office of Government Commerce (OGC). Only consistent comprehensive documentation of best practice for IT Service Management. Drawn from Public and Private organisations internationally. Supported by Accredited Training and Certification Schemes

4 What is the Purpose of ITIL ? Bridge Gap Between Business & Technology Continuous Improvement of Service Quality Reduce Long Term Costs of IT

5 ITIL Publications ITIL Service Support Service Delivery Planning To Implement Security Management Business Perspective Infrastructure Management Application Management Software Asset Management Small-Scale Implementation

6 ITIL Publications ITIL Service Support Service Delivery Planning To Implement Security Management Business Perspective Infrastructure Management Application Management Software Asset Management Small-Scale Implementation

7 Terminology ITIL Terms used in this presentation CMDB –Configuration Management Database CI – Configuration Item RFC – Request For Change DSL – Definitive Software Library DHS – Definitive Hardware Store CM – Change Manager CAB(/EC) – Change Advisory Board

8 Service Support SD Incident / Problem Change Release Configuration

9 Service Delivery Service Level Availability / Capacity IT Service Continuity Financial Management of IT

10 Aldon – Helping to apply ITIL Focus: Service Desk Incidents and Problems Change Release Configuration Service Levels

11 The Aldon Suite Aldon Lifecycle Manager Enterprise software configuration & change management Aldon Deployment Manager Automated Distribution and Deployment Aldon Community Manager Requirements and Incident Management

12 Business-Oriented Inventory Organisation Groups Applications Releases Tasks

13 Business Oriented Inventory AP, Payroll HR, GL Base, NY, London

14 Flexible Permissions Mission-CriticalWeb DocsSingle User PRODUCTION Development PRODUCTION Development PRODUCTION Development QA Test CAB Approval Programmer Request/CM Approval

15 Multiple Versions & Releases CORPORATE BASE RELEASE 2LIVE Release 3 Fixes Future Short Term Long Term Site 1Site 2

16 CHECKOUTCHECKOUT PROMOTE Multiple Data Libraries EMERGENCYEMERGENCY Test Data Libraries PROD QA Development Archive Developer Data Libraries Distribute Demonstration Environment

17 Further Information