Optimize ITIL ® Implementations With processes automation ITIL is a Registered Trademark by the OGC Dimitri Mizernik

2Mercury Confidential & Proprietary ITIL ® Adoption Is On The Rise “ITIL is gaining momentum because of the increasing need within IT organizations to optimize their operational processes for discipline and business value.” Glenn O’Donnell—META Group (2005)

3Mercury Confidential & Proprietary ITIL Is Descriptive, Not Prescriptive Source: ITSMF book “An introductory overview of ITIL” ITIL tells you what to do—not how to do it “ITIL improves IT Efficiency and Effectiveness whilst improving the overall Quality of Service to the business within imposed cost constraints.” Best practice process definitions for IT service management How do you implement ITIL processes in a way that maximizes the business value of IT? GoalHow?What

4Mercury Confidential & Proprietary The Mercury Approach What We Do Optimize application quality, performance, and availability across the lifecycle BenefitsHow We Do It Transform a process into a digitized executable Enforce, repeatable ITIL processes Manage to business- centric service levels Digitize IT Processes Measure service levels from an end-user perspective Improve business value of IT services Ensure high quality of IT services Reduce costs Improve efficiency Rapid time to value Embed best practices Provide end-to-end visibility and control Re-use lifecycle assets Deliver via managed service

5Mercury Confidential & Proprietary The Difference ICT Infrastructure Management TheTechnologyTheTechnology TheTechnologyTheTechnology Planning to Implement Service Management TheBusinessTheBusiness TheBusinessTheBusiness Service Support Service Delivery Security Management Service Management Service Support Service Delivery Service Management Aligned With The Business Mercury delivers the only offering for Service Management that aligns strategic, tactical and operational processes Strategic Operational Tactical The Business Perspective The Business Perspective Application Management

6Mercury Confidential & Proprietary Where To Get Started? Source: Mercury Survey of Pink Elephant ITSM Conference attendees, Feb 2005 Which ITIL Process Is Most Important to You and Your Organization? Change Management and Service Level Management Service Support Service Delivery Incident Management Problem Management Change Management Configuration Management Release Management Service Level Management Availability Management Capacity Management Financial Management Service Continuity Management

7Mercury Confidential & Proprietary Effective Change Management Change Configuration Enforce quality of changes Provide change impact analysis and monitoring Ensure change control of releases RequestAssessApproveImplementReviewClose Baseline Definitive Software Library Release CMDB Config Audit Impact Report Update Records Check Release Design Build Test Train Install Verify ITIL Goal: To ensure standard procedures are being used to make changes to the IT infrastructure with minimum impact and to prevent incident occurrence

8Mercury Confidential & Proprietary Digitize ITIL ® Processes with Mercury Workflow Provides definition of a set of best-practice IT processes Mercury Digitize ITIL processes to define, enforce, automate, measure and improve repeatable processes ITIL

9Mercury Confidential & Proprietary Enabling ITIL® Service Support Processes Streamlined process from Incident to Release Operational efficiency SOX control points IncidentProblemChangeRelease

10Mercury Confidential & Proprietary How it Works BUSINESS VALUE APPLICATION DELIVERY APPLICATION MANAGEMENT Design and Develop Optimize Quality Optimize Performance Monitor Availability & Performance Prevent Application Downtime Align Business & IT Operations Resolve Problems Go No-Go IT GOVERNANCE Demand Mgmt Application change requests Deploy Review Changes Deploy changes to application environments Approve Changes Submit

11Mercury Confidential & Proprietary - Submit request for Change (RFC) SOX qualification of RFC requests ITIL compatible form data for ITIL RFC request RFC Queue for Change Manager ITIL Change Management

12Mercury Confidential & Proprietary - Standard Change Process SOX control oversight and segregation of duties CAB review of change Urgent Change sub-workflow ITIL Change Management

13Mercury Confidential & Proprietary - Release Process Aggregate multiple changes (RFCs) into single release Migrate entire release into LIVE production environment ITIL Release Management

14Mercury Confidential & Proprietary Integrated Change and Release Release software components Package of change components (release) - Create package (release) ITIL Release Management

15Mercury Confidential & Proprietary Migrate package to the LIVE environment - Migrate and install package SOX controls on package migration RFC closed after successful release ITIL Release Management

16Mercury Confidential & Proprietary ITIL Management reports RFC summary report Prioritized list of RFCs Forward Schedule of Changes (Release calendar)

17Mercury Confidential & Proprietary ITIL Dashboard Key ITIL KPIs and trends

18Mercury Confidential & Proprietary Accelerate ITIL implementations Results: Faster Time to Value for ITIL compliance Enforce repeatable change and release management processes Improve staff productivity and improve operational efficiency Improve IT-Business Alignment and customer satisfaction Faster time to value of ITIL benefits Reduce SOX compliance overhead Leverage out-of-the-box digitized ITIL compatible processes Ensure integrated ITIL processes to maximize value Adopt consistent use and reporting of ITIL terminology and KPIs Achieve sustainable SOX compliance of ITIL processes Reduce the cost and effort of SOX compliance Ensure SOX oversight and control for changes to “In-scope” systems