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- 1. What is ITIL and Why Should I Care?diane hoschler sr. itsm solution architect december 2004Diane Hoschler Sr. ITSM Solution Architect HP Consulting & Integration Diane.Hoschler@hp.com 916 785-0991
- 2. The big shifts in businessAll processes and content are being transformed from physical and static to digital, mobile and virtual.The demand for simplicity, manageability and adaptability is changing how the company works and organizes, buys and uses technology.Horizontal, heterogeneous, networked organization. With acquisitions, need to embrace Standards to improve connection and use common language.
- 3. CIO vs. CEO Priority60% of CEOs Say IT is aligned with their goals.CIO Management PrioritiesIncrease Business Efficiency through IT-enabled process improvement Align IT and business goals Improve internal customer satisfaction Create competitive advantage through IT Control IT costsAlign IT and business goals Increase Business Efficiency through IT-enabled process improvement Create competitive advantage through IT Improve internal customer satisfaction Control IT costsCEO Management Priorities for ITCIOM a g a z i n e
- 4. Minimize risk: Ensure security and continuity of internal business operations, while minimizing exposure to external risk factorsMaximize return: Improve business results; grow revenue and earnings, cash flow, and reduced cost of operationsImprove performance: Improve business operations performance end-to-end across the enterprise Increase customer and employee satisfactionIncrease agility: Enable the business organization and operations to adapt to changing business needsCIO balancing act
- 5. Defining, Measuring and Assessing “Agility”easeLevel of effort, cost, and risk required to introduce and support change.rangeBreadth of change that can be supported or introduced.timeSpeed at which infrastructure changes can be implemented.
- 6. “A set of related components provided in support of one or more business processes. The service will comprise of a range of Configuration Item types, but will be perceived by the customer and users as a self-contained, single, coherent entity.”Source: A dictionary of IT Service management Terms, Acronyms and AbbreviationsOK, then what is an IT Service?
- 7. What is an IT Service?IT People Processes Technology Public InfrastructureFedExPeople Processes Technology Public Infrastructure
- 8. Either your Infrastructure determines your Service Level Or Your Service Level determines your Infrastructure.
- 9. How we got here…Today Automating the IT infrastructure’s ability to adapt to every business decision Emphasis: Effectiveness Stability Reliability Speed RoIT1990s Automating the front office Emphasis: Speed Efficiency 1980s Automating the back office Emphasis: Stability Reliability Horizontal architecture stable, flexible, supply matches demand Silos of technology inflexible to change, over-provisioned
- 10. Information Technology Infrastructure Library Result of years of analysis and research Currently consists of 7 books providing guidance on the planning, delivery and management of quality IT services to support their business. THE de facto global standard of IT Service Management best practices ITIL is Vital! It’s not a question of whether you’re doing IT Service Management or not… it’s a question of how well - or poorly - you’re doing it!What is ITIL?
- 11. Planning to Implement Service ManagementService Management CoreService SupportService DeliveryT h e B u s i n e s sThe Business PerspectiveApplications ManagementICT Infrastructure ManagementT h e T e c h n o l o g ySecurity ManagementITIL® Publications MapApplication Asset ManagementAvailable nowavailable nowavailable nowavailable nowavailable nowComing Soon!available now
- 12. certification bodies: ISEB (The Information Systems Examination Board) – UK EXIN (Examination Institute for Information Science) – Netherlands available certification: Foundation Certificate – entry-level multiple choice exam Practitioner’s Certificates – for specific disciplines; pass in-course assessments and a case-study based multiple choice exam Manager’s Certificate – requires passing 2 three-hour essay exams after successfully passing an accredited 10 day training course (ITIL accreditation demonstrates that an individual has met the standards as set by an examination certification board comprising representatives from OGC, itSMF and the examining boards.) ITIL® certification
- 13. Core ITIL® Service Management ProcessesService Support Service Desk* Incident Management Problem Management Configuration Management Change Management Release Management Service Delivery Service Level Management Financial Management for IT Services Capacity Management IT Service Continuity Management Availability Management* Service Desk is a function not a process
- 14. Source: IT Service Management, ITSMF“IT Services are there solely to support the business and its efficient and effective operation.” – itSMF ITIL® Pocket Guide
- 15. IntegrationSimplificationStandardizationModularity+++Applied consistently across: Business processes Applications InfrastructureReduce number of elements Eliminate customization Automate changeUse standard technologies and interfaces Adopt common architectures Implement standard processesBreak down monolithic structures Create reusable components Implement logical architecturesLink business and IT Connect applications and business processes within & outside the enterpriseYou don’t buy an Adaptive Enterprise. You build it.
- 16. Business“Front Wheel” AlignmentIT“Spectacular Results” AlignmentBusinessIT“We’re behind you all the way” AlignmentBusinessITBusiness and IT Alignment
- 17. “Bold Fusion” AlignmentBusiness and ITBusiness and IT Alignment
- 18. Relationship between people, process, and technology[HP] ITSM processes Consist of activities to manage the IT services lifecycle Are the glue between: People and management technology IT services and IT infrastructure People Execute, control, and own the HP ITSM processes Design, build, integrate, and manage IT services Management technology Enables execution and control of HP ITSM processes Automates provisioning and assurance of IT services
- 19. Reduced risk and implementation time Lower costs Increased customer satisfaction Competitive advantageWhat You Get… Proven processes based on industry best practices Faster time-to-market Balance between customer requirements and service costs Transparent support of business processes Measurable, well-defined services Management of customer expectations Continuous improvement of service quality Improved/strong relationships with both customers and partner providers Time to be proactive Built-in “Management of Change” Ability to dynamically address changing business requirements with flexibility and speed (agility)Because you now have…ProcessProcessPeopleTechnologyThe Right Balance for SuccessITSM …an approach that brings together Process, People, and Technology through a powerful reference model…
- 20. HP ITSM Reference Model vs3.0Availability managementContinuity managementSecurity managementCapacity managementService-level managementChange managementFinancial managementConfiguration managementService planningIT business assessmentIT strategy and architecture planningCustomer managementService build and testRelease to productionOperations managementProblem managementIncident and service request management
- 21. It’s time to:Demand more from IT than it’s ever delivered before. Make it prove its value, make it pay. Demand a new IT architecture: one that is open, modular and flexible; one that adapts, and adapts quickly, to every IT event triggered by every business decision. Demand that technology yield to the disciplines of business and be subject to the same practices and return analysis as any other business decision. Demand an alternative way to how IT and IT services have been purchased, implemented and operated for the last two decades. Demand the ultimate state of IT fitness: Insist that business and IT be perfectly synchronized, and speed the evolution toward an adaptive enterprise.
- 22. The IT Service Management Forum is the only internationally recognized and independent organization dedicated to IT Service Management. It is a not-for-profit body, wholly owned, and principally operated, by its membership. It was formed in the UK in 1991 & has national chapters around the globe. The itSMF USA was formed in 1997 and has over 1600 members representing over 500 companies. What is the itSMF?
- 23. Area happenings………itsmF USA (www.itsmfusa.org) Complementary copy of ITSM Overview https://asp5.catalog.com/khamilto2/books/itSMF%20Overview%20Pocket%20Guide.pdf www.itsmf.no/bestpractice/itil_overview.pdf Annual conference (/www.jupiterevents.com/itsmf/fall05/index.html) 2004 Long Beach, CA (9/04) 2005 Chicago, IL (9/05) Norcal itsmF LIG (www.norcalitsm.com) 2nd Tuesday of the month No December meeting Jan 11 topic: Configuration management
- 24. itSMF USA: www.itsmf.net itSMF International: www.itsmf.com ITIL®: www.itil.co.uk HP: www.hp.com/go/itsm Other: www.itsmwatch.com Looking for more?
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- 26. What is ITIL and Why Should I Care?diane hoschler sr. itsm solution architect december 2004Diane Hoschler Sr. ITSM Solution Architect HP Consulting & Integration Diane.Hoschler@hp.com 916 785-0991
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