1. © 2006 IBM Corporation Making ITIL Actionable with IBM IT Service Management Alan GanekChief Technology Officer, Tivoli Software Vice President, Autonomic Computing Kirstin Heyman Principal, IT Strategy & Architecture, IT Service Management Global Technology Services April 24, 2006

2. Making ITIL Actionable © 2006 IBM Corporation 2 Planning to Implement Service Management Application Management The Business Perspective IT Infra- structure Management Service Management Service Delivery Service Delivery Service Support Service Support BusinessBusiness BusinessBusiness TechnologyTechnology TechnologyTechnology Software Asset Management Security Management IT Suppliers Business IT Users IT Partners Regulation IT Customers ITIL (IT Infrastructure Library) Defines Best Practices BUT ---- ITIL is not prescriptive

3. Making ITIL Actionable © 2006 IBM Corporation 3 How do you successfully implement best practices? Align IT with business objectives Lower the long term cost of service delivery Improve the quality of IT services ITIL OBJECTIVES Implementation expertise (Assess, Plan, Design, Implement) Governance Model Prioritizing & Diagnostic Techniques Capability Maturity improvement approach Design & implementation methods to enable project management disciplines Project management ITIL Tool Vendor Relationships and one throat to choke if possible Accelerator IC if possible Planning to Implement Service Management Application Management The Business Perspective IT Infra-structure Management Service Management Service Delivery Service Delivery Service Support Service Support BusinessBusiness BusinessBusiness TechnologyTechnology TechnologyTechnology Software Asset Management Security Management What else do you need to make ITIL work?

4. Making ITIL Actionable © 2006 IBM Corporation 4 IBM Tivoli Unified Process (ITUP) Methodware –ITUP 2.0 now available! –127 Tool Mentors (24 new) – describe how Tivoli tools implement process steps –18 Scenarios (13 new) – added compliance, storage, SOA and SLA New Thousands of downloads! IT Operational Management Products IT Service Management Platform IT Process Management Products Best Practices IBM IT Service Management

5. Making ITIL Actionable © 2006 IBM Corporation 5 Lessons Learned from Real World Implementations Reasons for prior project cost and timeline overruns –Education vs implementation –Poorly defined requirements –Systems and processes too complex –Shortage of required skills –Separation of BAU from project workload –Underestimation of effort –Poor project management Reasons for project failures –Poorly defined business requirements –Inability to set priorities –Complexity of project –Lack of committed sponsors –Lack of clear business drivers –Communication gaps between business and IT

6. Making ITIL Actionable © 2006 IBM Corporation 6