the applicability of it service management & the it infrastructure library (itil) to financial...
DESCRIPTION
The Applicability Of IT Service Management & The IT Infrastructure Library (ITIL) To Financial ServicesTRANSCRIPT
The Applicability of IT Service Management and the IT Infrastructure Library (ITIL) to Financial Services
6/25/20072
Technology ManagementConference Agenda
• ITIL and ITSM Overview
• Panel Discussion
Jacob Granek Managing Director Depository Trust & Clearing Corporation
Christopher LordVice President – IT Service ManagementDepository Trust & Clearing Corporation
Jim Jankowski Director Technology ServicesThe Bank of New York
Ralph QuartianoExecutive Director Morgan Stanley
Karl BietschEVP & Co-founderConsulting-Portal
6/25/20073
Technology ManagementConference IT Service Management
Does IT and the Business see things “eye to eye”?
6/25/20074
Technology ManagementConference ITSM is Service Focused
6/25/20075
Technology ManagementConference ITSM Decomposes Services
Customer view
TechnologyNetwork Servers Application Software
Business Processes
6/25/20076
Technology ManagementConference ITIL Underpins IT Service Management
• A set of books
• A framework of best practices
• An approach
• Service provision
• The “What”, not the “How”
• Public domain
6/25/20077
Technology ManagementConference ITIL Background
• First Published in 1989
• UK government’s Central Computer & Telecommunication Agency (CCTA) now part of the Office of Government Commerce (OGC)
• Originally, intended to be used by the British government to improve Service Management
• Public domain, though materials are copyright of the Crown
• Large following in Europe, adoption skyrocketing in North America
6/25/20078
Technology ManagementConference The ITIL Processes
ServiceDesk
ConfigurationManagement
IncidentManagement
ProblemManagement
ChangeManagement
ReleaseManagement
Getting to the root cause of incidents and ensuring that permanent solutions are deployed to prevent reoccurrence
Minimizing the impact of change on the business through standardized methods
Deployment of packagedchanges reducing the impact of frequent one-off change implementations
Focusing on the quick restoration of service minimizing the impact to the business.
Identifying, controlling and verifying IT components and their inter-relationships. Provides information key to the other processes.
Ensuring that the necessary IT services can be recovered
within agreed business timescales
AvailabilityManagement
CapacityManagement
IT ServiceContinuity
Management
FinancialManagement
forIT Services
ServiceLevel
Management
Maintain and improve IT service quality, through a
constant cycle of agreeing, monitoring and reporting on
IT service achievements
Providing the sustained level of Availability required by the
business in a cost effective manner
Ensuring that the Capacity and
Performance needs of the business are being met
Cost-effective control and management of the IT
assets and the financial resources used in
delivering IT services
SE
RV
ICE
SU
PP
OR
TS
ER
VIC
E D
ELIV
ER
Y
6/25/20079
Technology ManagementConference Growth of ITIL
0
20000
40000
60000
80000
100000
2000 2001 2002 2003 2004 2005
Service ManagerPractitionerFoundationTotal
Other Key Indicators
• Corporate Recruiting
• University programs
• RFP Requirements
• Regulatory Audits
• ISO20000 certification
6/25/200710
Technology ManagementConference ITIL Version 3
6/25/200711
Technology ManagementConference Who is Using ITIL
• Financial Services– Bank of Montreal– Bank of New York– Barclay Bank– CIBC– Depository Trust and Clearing
Corp.– Fidelity Investments– Morgan Stanley– NYSE Group– RBC Financial Services
• Numerous Commercial Enterprises
• Government– Federal Government– Provincial and State
Governments– Government contractors
• Vendors– CA– BMC– HP– IBM– Outsourcing Organizations– Consulting Organizations
6/25/200712
Technology ManagementConference ITIL Certification
Practitioner of IT Service Management
Practitioner of IT Service Management
Manager of IT Service Management
Manager of IT Service Management
ITIL IT Service Management
ITIL IT Service Management
Foundation Specialist
6/25/200713
Technology ManagementConference Why is ITSM Important?
Standardization
Repeatability
Measurability
Regulatory Compliance Service ImprovementUnderpins Automation
Common Approach and Language