ITIL A Team GALIP Presentation A. Silverman, N. Elovitz, L. Johnson, M. Saxena, W. Zhao

Agenda Key Concepts ITIL Framework ITIL Service Delivery ITIL Service Support Service Desk ITIL in Practice Q&A

Key Concepts

Concept of Service Unix ServersLinux Servers Windows Servers Mainframes Enterprise Server Infrastructure Network Backbone ERPDBCRMDBHRDBApp1DBApp2DB Enterprise Database Infrastructure IT People Order Processing Supply Chain Service HR Process Business Process Business IT Alignment IT Service Management

So, What is ITIL ? Information Technology Infrastructure Library A customizable framework of best practices that promote IT Service Management

ITIL Goals BITA – Business IT Alignment Improve the quality of IT services Increase Customer Satisfaction Reduce the long term cost of service provision

ITIL Framework THETECHNOLOGYTHETECHNOLOGY THEBUSINESSTHEBUSINESS Planning to Implement Service Management Application Management Service Management Service Support Service Delivery Business Perspective ICT Infrastructure Security Management

7 ITIL Books (Best Practices) Service Support (aka Blue Book) Service Delivery (aka Red Book) Security Management ICT (Information and Communications Technology) Infrastructure Management Application Management The Business Perspective Planning to Implement Service Management

Service Management Financial Management Service Level Management Capacity Management Availability Management Continuity Management Infrastructure Management Security Management Business Objectives & KPIs The Customer’s Business Processes Configuration Management Incident Management Change Management Problem Management Release Management Service Desk House of Service

Service Desk

ITIL Service Desk The service desk name signifies the move to a broader, centralized role for front line support ITIL service desk is fully integrated with all ITIL service management processes - including incident, problem, change, configuration, and service level management - across the organization

Characteristics of the ITIL Service Desk Provide single point of access Integrate with ITIL service management processes proactively Manage logged problems across the organization Embedded best practice in all processes Provide centralized knowledge and consistent service Reduced risk of disruption of IT service delivery

Service Desk - Goals Facilitate restoration of normal service Owns Service Disruption Single point of ownership Interface with Service Management Activities

Question for you? Is Call Center a Service Desk ? No – Because it registers the problem and refers them to other parts of the organization

Question for you? Is Help Desk a Service Desk ? No – Because it is reactive in nature and Multiple points of contact

Service Desk Skills Knowledgeable about Customers and Users Business Functions IT Supply Organizations Customer/User Focused Telephone Etiquette Ability to handle complaints and stress Articulate and Methodical Professional & Positive Please don’t call them “unskilled” workers

ITIL in Practice

History of ITIL ITIL – IT Infrastructure Library Set of Best Practices & Customizable Framework Originally developed in 1980’s by British Government with Public & Private Sector Contributions CCTA – Central Computer & Telecommunication Agency OGC – Office of Government Commerce V & v3 “ITIL Refresh” in process

The Business of ITIL Microsoft/IBM example: Co-authored a new Application Management book as part of ITIL MOF – Microsoft Operations Framework Framework specifically to manage Microsoft technologies HP example: ITSM – IT Service Management MS-IT (managed services)

ROI of ITIL “Since the focus is on process improvements not just technology assets, IT managers generally don’t understand how to do an ROI assessment.” -- Ruben Melendez, president of Glomark Group, a consulting firm specializing in technology ROI Lots of consultants out there eager to help Upcoming ITIL v.3 will help customers Customize implementation Gain demonstrated ROI

ROI additions with v.3 Lifecycle management- TCO Self-assessment guidance Add a view of ROI output as part of assessment Maturity improvement Linkages to ISO-compliance Knowledge, skills, and competencies Improved benchmarking Maturity plan: short-mid-long term horizons Business case preparation Show where ROI and when to expect Capability decision drivers Ensure right set of capabilities

P&G Success Story (2004) Started ITIL 1999, WW Streamline quantity of help desk applications Root cause analysis of trends in help desk calls 6-8% reduction in operating costs 15-20% reduction in personnel 10% reduction in help desk calls Total savings of $500M

ITIL Standards In House Procedures ITIL PD005 Code of Practice BS Standard Achieve this Management Overview Process Definition Deployed Solution All this rolls up to ISO 20,000 in 2007

ITIL Training and Certification ITSM Awareness Seminars ITSM Workshops ITSM Practitioner Certificate ITSM Manager Certificate ITSM Foundation Certificate

Getting Started ITIL Toolkit beginners guide fact sheets management presentation compliance assessment compliance presentation template

Community support itSMF – IT Service Management Forum User groups Self assessments Bookstore Conferences News and updates Many others

Why use ITIL? It helps you separate administrative tasks and technical tasks so that you assign the most appropriate resources It helps keep costs in the organization to a minimum You will be able to better measure technical support performance … enables you to run IT as a business!

Q & A If you have any questions, please ask your Service Desk