Page 1 © 1999 Metamagine 11/99/PG/English/Demo

Page 2 © 1999 Metamagine 11/99/PG/English/Demo presents ………...

Page 3 © 1999 Metamagine 11/99/PG/English/Demo l Introduction l ITIL l Where does fit in ? l What is (not) ? l How does work ? l Benefits to your organisation and people Roadmap to this presentation

Page 4 © 1999 Metamagine 11/99/PG/English/Demo Introduction: Trends in IT What does todays customer expect from the IT organisation? l Defining clear organizational responsibilities l Improving service management l Improving relationship management l Thinking about "quality" l Thinking about "cost” This means l Defining clear organizational responsibilities l Improving service management l Improving relationship management l Thinking about "quality" l Thinking about "cost"

Page 5 © 1999 Metamagine 11/99/PG/English/Demo Introduction: IT Service Management Service Management: The delivery of customer-focused IT services using a process-oriented approach. l services that meet cost and performance targets ätargets that are set in partnership with Line-of- Business customers ätargets that are embodied in service level agreements and operational level agreements

Page 6 © 1999 Metamagine 11/99/PG/English/Demo ITIL: What is ITIL ? 3 Information Technology Infrastructure Library. (Developed by CCTA) 3 Systematic and practical method for optimizing the management of your IT environment /infrastructure 3 A series of books and modules that serve as ‘best practices’ manuals for IT service provisioning

Page 7 © 1999 Metamagine 11/99/PG/English/Demo ITIL: The ITIL Methodology Most important advantages 3 People, Processes & Infrastructure 3 Collected from suppliers, consultants and users of information technology 3 A cookbook for IT service provision 3 Modular implementation 3 “Best practices” approach as opposed to “Reinventing the wheel” 3 Offers certification of consultants and practititioners

Page 8 © 1999 Metamagine 11/99/PG/English/Demo ITIL & IPW ® : Where do they meet? l IPW builds on ITIL l ITIL suggests what to do; IPW suggests how it could be done l IPW specifies process linkages much more thoroughly

Page 9 © 1999 Metamagine 11/99/PG/English/Demo ITIL & IPW ® : Processes

Page 10 © 1999 Metamagine 11/99/PG/English/Demo Where doesfit in ? l To achieve a process oriented approach IT departments may have to change l Change involves people l helps to “unfreeze” and “move”

Page 11 © 1999 Metamagine 11/99/PG/English/Demo What is (not) ? l It’s a Business Simulation 3It simulates a logistics company 3It has no direct relation with IT, but the principles are very similair 3People see the immediate effects of their actions, because they are sitting next to the “client” and other colleagues 3A period of a month is reduced to approx. 2 minutes 3People can safely experiment with solutions l It’s NO assessment tool !

Page 12 © 1999 Metamagine 11/99/PG/English/Demo What is ? l Participants can experience how changes, for example the introduction of ITIL principles, can contribute to the improved performance of an IT service center…. 3 experience how the customer experiences the IT dept 3 gain insight into how service management works (or falls short) 3 gain “hands on” experience in the implementation of process-related improvements 3 experience the importance and impact of the different ITIL processess l It can be used “stand-alone” (one day session) of within ITIL Foundations course l It is available in serveral languages (Dutch, German, French, English, Spanish …)

Page 13 © 1999 Metamagine 11/99/PG/English/Demo How doeswork ? l Participants are placed in a new situation (logistics) l Break down of components in the simulation influence the production (proces even stops) l The short time periods and the break downs introduce a certain amount of stress l The simulation is played in 4 (5) consecutive rounds l Break downs are “predefined” and refer to the ITIL processes that are adressed in the theory between rounds l Participants are stimulated to implement the processes discussed in the practise of the simulation

Page 14 © 1999 Metamagine 11/99/PG/English/Demo How doeswork ? DO THINK THEORY NEW PROCEDURES MEASURE COMMUNICATE GOAL

Page 15 © 1999 Metamagine 11/99/PG/English/Demo How doeswork ? Introduction Process models Control-IT Round 0 Round n Theory n Evaluation Define procedures Present procedures Action Measure service Evaluate

Page 16 © 1999 Metamagine 11/99/PG/English/Demo Control-IT Supplier Assembly companies Logistic Ltd 3 organizations

Page 17 © 1999 Metamagine 11/99/PG/English/Demo The Control-IT Infrastructure A B CD E F F E DC B A B A A B Sector blue Sector red Sector yellow Sector green TR blue TR red TR yellow TR green TR 1 TR 2 TR 3 TR 4 W1W2 W1 W2 assembly station (AS) loading bay (LB) warehouse (WH) sector (SC) conveyor track (TR)

Page 18 © 1999 Metamagine 11/99/PG/English/Demo Assembly companies Principal Assembly company Assembly worker Assembly company Assembly worker

Page 19 © 1999 Metamagine 11/99/PG/English/Demo Logistic Ltd Account manager Employee Infrastructure manager Builder Infrastructure mgt/Builder Customer service

Page 20 © 1999 Metamagine 11/99/PG/English/Demo Supplier

Page 21 © 1999 Metamagine 11/99/PG/English/Demo Service contract Service contract Assembly companies Account manager Principal Logistic Ltd

Page 22 © 1999 Metamagine 11/99/PG/English/Demo Deliveries Supplier BuilderInfrastructure manager EquipmentConsultancy Logistic Ltd

Page 23 © 1999 Metamagine 11/99/PG/English/Demo Rectify breakdowns Assembly companies Infrastructure mgt/BuilderCustomer service Assembly worker breakdown report breakdown location Logistic Ltd

Page 24 © 1999 Metamagine 11/99/PG/English/Demo Roles Principal Supplier Account manager Simulation leader Infrastructure mgt/Builders Infrastructure mgt/Builders Customer service Customer service Assembly workers Assembly workers Journalist

Page 25 © 1999 Metamagine 11/99/PG/English/Demo The Control-IT Infrastructure A B CD E F F E DC B A B A A B Sector blue Sector red Sector yellow Sector green TR blue TR red TR yellow TR green TR 1 TR 2 TR 3 TR 4 W1W2 W1 W2 The simulation leader will “jam” the infrastructure, thus providing the need for discussing ITIL processes

Page 26 © 1999 Metamagine 11/99/PG/English/Demo Benefits l Creates awareness of the benefits of ITILprocesses in a comprehensive way l Provides “safe” environment for experiments with implementing new ITIL processes l Motivates and “unfreezes” IT staff l Based on the worldwide accepted ITIL concepts

Page 27 © 1999 Metamagine 11/99/PG/English/Demo Want to try ?