0. IT Service Management Presented by: Bill Robinett
IT Service Mgmt Program & Project Office Manager
Department of Information Services
State of Washington

1. It is a way of standardizing IT functions
What is ITIL?
It is a way of standardizing IT functions
Provides a Service Oriented approach to IT
Developed in the U.K. about 20 years ago.
The goal was to develop an approach that would be vendor-independent and applicable to organizations with differing technical and business needs

2. What is ITIL?

3. Align with the business Deliver services to customers
Strategic Goals
Align with the business
Deliver services to customers
Provide the overall framework
Version 2 or 3?
Governance, Service, and Assurance

4. ITIL in Government vs Private Sector
Need for upper management adoption
Costs
Culture Change

5. Three Approaches: People, Process, Technology
How do we get started?
People – Reorganization or Not?
Process – Which ones first?
Technology – Tool is not the silver bullet

6. Governance and Adoption
Stakeholder/Steering Committees
Process Owners/Managers
Owners are accountable
Managers are responsible
Training/Certification

7. WA DIS IT Service Management Program Overview
Establish a comprehensive ITSM system at DIS that will allow delivery of high quality and consistently reliable services to our customers:
DIS business focus – 2 year project
Phased Approach
Governance
People/Process/Technology
Metrics and CSI

8. DIS ITIL Long-term Strategy?
SERVICE STRATEGIES
Service Portfolio
IT Financial Management
IT Demand Management
Strategy Generation
SERVICE DESIGN
Service Catalog Management
Service Level Management
Supplier Management
Capacity Management
Availability Management
Service Continuity Mgmt
Information Security Management
SERVICE TRANSITION
Change Management
Service Asset & Configuration Mgmt
Knowledge Management
Release & Deployment Management
SERVICE OPERATIONS
Request Fulfillment Management
Event Management
Incident Management
Problem Management
Access Management
Service Desk