itil for those who don't have the time
DESCRIPTION
ITIL Presentation from Alex D Paul, Director ITSM, ManageEngineTRANSCRIPT
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