itil for those who don't have the time

Alex D Paul

Product Manager

ITIL For Those Who Don’t Have The Time

A best practices framework for managing IT services

Objective : Align IT with Business

Base for ISO 20000

Popular Standard for Helpdesk and Support Ops

Defined by OGC, UK

ITIL – A Quick Backgrounder

ITIL – Collective Knowledge

ITIL Modules

Service Delivery(Strategy)

• Availability• Capacity• Security• FMITS• SLM• ITSCM

Service Support(Operations)

• Incident • Problem• Change• Release• CMDB

Red Book Blue Book

Incident Management

Incident Management

• Incident is a disruption in the normal service

• The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.

Incident Management - Example

Incident Management Workflow

Tuesday, January 8, 2008

Problem Management

ELIMINATE THE ROOT CAUSE

Problem Management

• The goal of Problem Management is to find the root cause of incidents and reduce the impact on business.

• It is a proactive approach that prevents recurrence of incidents.

Problem Management

Problem Management Workflow

Tuesday, January 8, 2008

Change Management

Change Management

• The goal of Change Management is to control and manage approved changes with accepted risk.

Change Management Workflow

Tuesday, January 8, 2008

CMDB

• CMDB – Critical Servers –top down approach• Map services to assets and people using it• Cover points of failure

What People think about ITIL

Complicated Not for SMBs Expensive

But Common Sense is made expensive

After Training - Where Do I Start?

Too m

uch of

informatio

n

ITIL V3

Pink Elephant Certification

ISO 20000

ITIL Process consultants

Pink Elephant Certification

ITIL V2

ITIL software products

ITIL Process and Software

Training

Consulting

Software &

ImplementationMostly, this is the part where you

get robbed

Complex Software

ITIL Versions – What is right for me?

ITIL

V2

ITIL

V3

ITIL V3

Service StrategyService DesignService TransitionService OperationContinual Service Improvement

Core Modules

ITIL V3 gets more focus on BSM

How ITIL V3 relates to V2

Service Strategy

Serv. Portfolio mgmt

Financial Management

Service Design

Availability Mgmt

CapacityMgmt

Continuity Mgmt

Security Mgmt

Service Transition

Change

Release

Configuration

SKM

Service Operation

Incident

Problem

Request Fulfillment

Event Management

Continual Improvement

Serv. Reporting

Service Mgmt

SLM

Take a minute to think

Why is ITIL software so expensive.

What are my options?

Get Your AnswersRun a comparison and get your own answers

Get The Complete Picture

ServiceDesk Plus and ITIL

ServiceDesk Plus comes with • ITIL ready framework

– Incident Management– Problem Management– Change Management– CMDB

• No Expensive Consultants Required

Thank You