Leveraging ITIL Challenges and Successes Greg Charles, Ph.D. Area Principal Consultant February 2006

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 2 Today’s Objective -To discuss some of the challenges, successes and implementation methods in the area of Service Management using ITIL’s Best Practice guidelines

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 3 Today’s Agenda Purpose Level Set on ITIL Case Studies  Challenges and Benefits Discussion

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 4 What Is ITIL? -ITIL is a seven book series that guides business users through the planning, delivery and management of quality IT services I nformation T echnology I nfrastructure L ibrary

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 5 Planning To Implement Service Management Service Management Service Support Service Delivery TheBusinessTheBusiness The Business Perspective Application Management ICT Infrastructure Management TheTechnologyTheTechnology Security Management The ITIL Books

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 6 CMDB Incidents Problems Known Errors ChangesReleases Monitoring Tools Incidents Change Management Release Management Release schedule Release statistics Release reviews Secure library’ Testing standards Audit reports Configuration Management Problem Management Incident Management Customer Survey reports Communications Updates Work-arounds Releases Difficulties Queries Enquiries CMDB reports CMDB statistics Policy standards Audit reports Change schedule CAB minutes Change statistics Change reviews Audit reports Problem statistics Problem reports Problem reviews Diagnostic aids Audit reports Service reports Incident statistics Audit reports Changes Cls Relationships Service Desk Customer Survey reports The Business, Customers or Users ITIL Service Support Model

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 7 ITIL Service Delivery Model Business, Customers and Users Queries Enquiries Service Level Management Availability Management Capacity Management Financial Management For IT Services IT Service Continuity Management Communications Updates Reports Requirements Targets Achievements SLAs, SLRs OLAs Service reports Service catalogue SIP Exception reports Audit reports IT continuity plans BIS and risk analysis Requirements def’n Control centers DR contracts Reports Audit reports Financial plan Types and models Costs and charges Reports Budgets and forecasts Audit reports Capacity plan CDV Targets/thresholds Capacity reports Schedules Audit reports Availability plan AMDB Design criteria Targets/Thresholds Reports Audit reports Alerts and Exceptions Changes Management Tools

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 8 Complete ITIL Process Model

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 9 What Is ITIL All About? -Aligning IT services with business requirements -A set of best practices, not a methodology -Providing guidance, not a step-by-step, how-to manual; the implementation of ITIL processes will vary from organization to organization -Providing optimal service provision at a justifiable cost -A non-proprietary, vendor-neutral, technology-agnostic set of best practices.

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 10 Case Study (Commonalities) Reasons for going to ITIL: -Cost Savings -Do more with less -Operations growth is out of control -Improve service -Grow the business -Governance (Config, Change, Bus. Cont.).

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 11 Case Study (Commonalities) Must Have: -Support (both up and down) -Direction / Roadmap -Ownership Method of Implementation -Where to start -Back-in / Replacement.

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 12 Case Study Company A Company B Company C Company D _________ _________ Change / Change Service Configuration Incident Mgmt Desk Mgmt 100’s internal 150K internal 16K internal 210K internal 1K external* handful >1M external 17M external* Improve Stem Mandated Governance Service / Growth from above of massive org. Grow Business*

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 13 Have a plan Fire Fighting Optimizing ROI Value Network Management ROI Value Problem Management ROI Value IT Asset Management ROI Value Change Management ROI Value Service Level Management Assessment Roadmap InvestmentBenefits Realization ROI Value IT Balanced Scorecard Reactive Proactive Business Alignment

© 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies. 14 Getting It Right From The Start 4 — Always-On 1 — Active 2 — Efficient 3 — Responsive ASISASIS Assess Client maturity isolates appropriate transition point, roadmap & ROI Blueprints (through assessment)  Best Practices-Based Solutions (ITIL, CobIT, etc.)  Identifies Pain Points and Business Requirements  Actionable and Phased Plan to Desired “To-Be” State with Strategic Recommendations  Quantifies ROI for Business Case Justification and Goal Achievement  Improved Business Processes Customer Need Design & Build Value Realized From Implementatio n Increased Value From Optimization Time Post-Implementation Implementation Potenti al Risk Optimize

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