1. Introduction to ITIL Andy Park

2. What is happening within ICT? ICT is getting more complex Companies are dependant on ICT The requirements are more demanding

3. How do you cope? Process based ICT organization

4. ITIL Information Technology Infrastructure Library A set of guidelines for managing your ICT processes

5. What’s involved? Service support –Day to day running of ICT Service delivery –Planning and strategy

6. Why bother? Improve quality of service Lets people know where they stand: –The ICT people know what they have to deliver –The rest of the company knows what it can expect ISO 9001 Formalized working practices Standardized language

7. What’s it going to cost? Depends on just how far you go. Consultant for several months Participation of management Participation of ICT staff Participation of some users Tooling

8. Some results Defined quality of service Defined cost structure Overall efficiency improved Good relationships between customers and suppliers

9. Will it succeed? Only with full management commitment The company culture has to be able to support it Support from experts

10. Result By investing in the management of the processes of your ICT organization you build an ICT organization that cost effectively runs today’s business and is ready to cope with anything the future has to offer.