ITIL V3 - 2011

Executive Review

Peleg Holzmann, MIS, CISSP, ITIL v3 Expert

2

Issues facing Senior Business Managers and IT Managers Today

IT & Business

• Integrating and aligning IT and business goals

• Implementing continual improvement

• Measuring IT organization effectiveness and efficiency

• Optimizing costs and the Total Cost of Ownership (TCO)

• Achieving and demonstrating Return on Investment (ROI)

• Demonstrating the business value of IT

• Improving project delivery success

3

• ITIL (Information Technology Infrastructure Library) is a systematic approach to high quality IT service delivery

• Developed in 1980s by Office of Government Commerce (OGC), current: Version v3 (Refresh 2011)

• Documented best practice for IT Service Management

• Organizational size and industry independent

• Provides common language with well-defined terms

• Comprised of 5 Books - (1,888 Pages)

What is ITIL?

4

Because ITIL is all about Service and Customers!A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Why ITIL?

Customer’s don’t require servers, software and routers – they require services that meet their needs.

&

5

ITIL v3

6

Service Strategy: The achievement of strategic goals or objectives requires the use of strategic assets. The guidance shows how to transform service management into a strategic asset.

Service Strategy

Business Relationship Management4

Demand Management1

Strategy Management for IT Services5

Service Portfolio Management (SPM)2

Financial Management for IT Services3

5

7

Service Strategy

Demand Management

Understand

Anticipate

Influence

Service Portfolio Management (SPM)

Right Mix of Services

Business Outcomes

Levels of Investment

8

Service Strategy

Budgeting

Accounting

Charging

Develop

Evaluate

Leverage

Financial Management for IT Services Business Relationship Management

9

Service Strategy

Offerings

Capabilities

Markets

Strategy Management for IT Services

10

Service Strategy

Define the Market

Develop the Offerings

Develop Strategic Assets

Prepare for Execution

Service Design

11

13 Design Coordination

Service Catalog Management (SCM)6

Service Level Management (SLM)7

Supplier Management8

Capacity Management9

Availability Management10

IT Service Continuity Management (ITSCM)11

Information Security Management12

Service Design: guidance on designing IT services, along with the governing IT practices, processes and policies, to realize the strategy and facilitate the introduction of services into the live environment ensuring quality service delivery, customer satisfaction and cost-effective service provision.

8

12

Service Design

Description

Cost

Who

SLA

MTBF

MTTR (RTO / RPO)

Service Catalog Management (SCM) Service Level Management (SLM)

13

Service Design

Good & Services

Supply Chain

Links

Planning / Predicting

Monitoring

Tuning

Supplier Management Capacity Management

14

Service Design

Define

Analyze & Measure

Plan

Reduce Risk

Manage Impact

Agreed Levels

Availability Management IT Service Continuity Management (ITSCM)

15

Service Design

Implement

Information Assets

Acceptable Levels

Consistent

Processes

Activities

Design CoordinationInformation Security Management

16

Service Design

How are we going to provide it?

How are we going to build it?

How are we going to test it?

How are we going to deploy it?

Holistic approach to determine the impact of the introduction of change on existing services and

management processes

Service Transition: guidance for the development of capabilities for transitioning new and changed services into operations, ensuring the requirements of Service Strategy, encoded in Service Design, are effectively realized in Service Operations while controlling the risks of failure and disruption.

Service Transition

17

Transition Planning & Support14

Change Management15

Service Asset &Configuration Management (SACM)

16

Release & Deployment Management17

Service Validation & Testing18

Change Evaluation19

Knowledge Management20

7

18

Service Transition

Deployment

Quality Estimates

Time & Cost

Changing States

Control

Accept & Embrace

Transition Planning & Support Change Management

19

Service Transition

Configuration Items (CI)

Relationships CI’s

Deliver CI’s

Control Movement

Integrity

Correct

Service Asset &Configuration Management (SACM)

Release & Deployment Management

20

Service Transition

Deployed

Support?

Expectations

Prior to Change

Major Change

New or Substantial

Service Validation & Testing Change Evaluation

21

Service Trnasition

Insights

Experience

Knowledge

Knowledge Management

22

Service Transition

Build

Testing

Deployment

User Acceptance

Early Life Support

Service Operation: guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer and the service provider. Strategic objectives are ultimately realized through Service Operations.

Service Operation

23

Event Management21

Incident Management22

Request Fulfillment23

Problem Management24

Access Management25

5

24

Service Operation

Filter

Categorize

Monitor

Restore

Minimize Impact

Quality & Availability

Event Management Incident Management

25

Service Operation

Minor (Standard) Changes

Information

Repeatable (Safe)

Cause Incidents

Prevent Incidents

Root Cause

Request Fulfillment Problem Management

26

Service Operation

Authorized Users

Un-Authorized Users

Execute Security Policies

Access Management

27

Service Operation

A B

External

Quality

Stability

Proactive

Internal

Cost

Responsiveness

Reactive

Continual Service ImprovementContinual Service Improvement: guidance in creating and maintaining value for customers through better design, introduction and operation of services, linking improvement efforts and outcomes with Service Strategy, Design, Transition and Operation.

28

7-Step (CSI) Improvement Process26

1

Continual Service Improvement

29

Plan1. Identify the strategy for improvement2. Define what you will measure

Do3. Gather the data4. Process the data

Check5. Analyze the data/information6. Present & Use the information

Act7. Implement Improvement

Did we get there?

How do we get there?

30

Continual Service Improvement

Where do we want to be?

Where are we now?

What is the vision?

Measurements & Metrics

Service & Process Improvement

Measurable Targets

Baseline Assessments

Business Vision, Mission, Goals & Objectives

How

do

we

kee

p t

he

mom

entu

m g

oin

g?

31

Case StudiesPurdue University Visa Avaya

Service Desk Incident ITIL

• Decrease 50% second level support calls

(InfoWorld)

• Reduced incident resolution times by 75%

(Smart Enterprise Magazine)

• Reduce IT budget by 30%• Helped with Sarbanes-Oxley

Legislation(Techworld)

Capital One Procter & Gamble Hershey Foods

ITIL ITIL ITIL

• 30% reduction in system crashes and software distribution errors

• 92% reduction in critical incidents within a 2 year period

• Estimated 10% - 20% savings on support costs over a 5 year period

(Computerworld CIO.com)

• Documented 6% - 8% decrease in operating costs

• $125 million annual IT savings• $500 million in 4 years• 10% reduction in help desk calls(Network World)

• 97% change success rate(Gartner)

Confidential Bank JP Morgan Chase Johnson & Johnson

Change, Incident, Problem & Release and Deployment

Incident Management & Change Management

ITIL

• Reduced severity of change issues by 60% over the period of 12 months

• Actual ROI was $10 million saved against $300,000 incremental expense.

(Computerworld CIO.com)

• 93% customer satisfaction w/Service Desk

• First time call resolution of 75%• Total call volume down 500,000 calls (Computerworld UK)

• $30 million cost savings 2005• Help desk resolution time down to 18

minutes from 27 minutes(Network World)

32

We must have!

Vision & Strategy

Steering

Processes

Technology

People & Culture

33

THANK YOU