Information Technology

Infrastructure Library (ITIL)

most widely accepted approach to IT

Service Management

Submitted by:
Yatish Bathla
INTRODUCTION
provides a framework to place existing
methods and activities in a structured
context.
Provides comprehensive, consistent and
coherent set of best practices for IT
Management processes
Promote quality approach to achieve
business effectiveness and efficiency in
the use of information systems
 ITIL is more than a library of books

Training: Qualifications:
Fundamentals Certification at each
Practitioner level
Service Manager

Information Technology Infrastructure Library

Consultancy:
Provision of IT Tools: ITIL
consulting services to compliance is
clients based on a de driving tools
facto standard manufacturers
itSMF: User groups
providing seminars,
conferences, and
workshops
OBJECTIVES
To meet growing needs
Improve quality of IT services
Understand weakness and identify
strength
Align IT services with the current
and future Needs
Reduce long-term costs of IT
service provision
THE DEMING CYCLE
ITIL Components
IT Service

security
Service Level Continuity
Management Management

Availability
Management Release
Management
Capacity
Management
IT
Change
Financial Infrastructure Management
esk
Management Service D
for IT services Configuration
Management
Incident
Management Problem Management
STRUCTURE OF ITIL
STRUCTURE OF ITIL
The Business Perspective

ICT Infrastructure Management

Application Management

Service Management
 Service Management
The business drivers

The technology drivers

IT organization in Change

o divided into two core

areas: Service Support
and Service Delivery
 The
The Service
Service Support
Support

Goals

Ensure that the IT Services are

aligned to the business needs
To meet this objective, three areas
need to be considered: People with
the right skills , Effective and
efficient Service Management
processes , Good IT Infrastructure
in terms of tools and technology.
 The
The Service
Service Support
Support

CORE PROCESS
Types of Process
o Configuration Management
o Problem Management
o Incident Management
o Release Management
o Change Management
The Service Desk
The
The Service
Service Support
Support
 Service
Service Delivery

Goals

oo Realisation
Realisation ofof Above
Above Three
Three Areas
Areas
Decides
Decides the
the type
type ofof Service
Service
Deleivered
Deleivered toto Customer
Customer
oo These three areas will only facilitate
These three areas will only facilitate
the
the realisation
realisation of
of the
the objectives
objectives ifif
they
they are
are considered
considered in in relation
relation to
to aa
conscious,
conscious, structured
structured mechanism
mechanism of of
alignment
alignment oror 'steering'
'steering' towards
towards
concrete
concrete business
business focused
focused goals
goals
 Service
Service Delivery

CORE PROCESS
Service Level Management
Financial Management for IT
Services
Capacity Management

IT Service Continuity
Management
Availability Management
Service
Service Delivery
Service Management benefits
Business benefits

Financial benefits

Employee benefits

Innovation benefits

Internal benefits
Potential Service Management
issues
Issue :An overall lack of commitment from IT staff
and Customers

How to avoid :Conduct awareness campaigns

Issue : Insufficient knowledge of business strategy

How to avoid :Arrange strategy workshops

Issue :Inappropriate expenditure

How to avoid :Ensure that all expenditure is cost
justified
Potential Service Management
issues
Issue :Lack of staff skill
How to avoid :important that the concepts of ITIL are
understood.

Issue : Loss of the Service Management 'champion'

How to avoid :Ensure that a team of people is
responsible and not all initiatives with one person

Issue :Failure to Implement and Deliver

How to avoid :setting of timelines. Break Projects into
more manageable pieces.
VISION
Creating a Service Management
vision

Communicating the vision

Empowering others

Setting direction
ASSESSMENT
Steering
Planning
Analysis
Realization
Benchmarking
Maturity
Current tool support
MEASURABLE TARGETS
Business case
Identifying and managing risks
Gap assessment report
GQM (Goals/Questions/Metrics)
Tools
PROCESS IMPROVEMENT
Awareness
Organizational Change
Cultural Changes
Implementation role
Training
MEASUREMENT AND METRICS
Success Factors
Key Performance Indicators
Organizational driver
TRACKING MOMENTUM
Consolidate Changes
Institutionalize the Change
Ongoing monitoring
Reinforce business
Knowledge Management
SUMMARY
ITIL is:

The international de-facto Best Practice for IT

Service Management
Process Approach to improving Quality, Efficiency
and Effectiveness
Service focused IT management, viewed from the
perspective of IT customers and users
Evolving, vendor-neutral, non-proprietary
framework
CobiT complementary, Certifiable through ISO20000
SUMMARY
Planning and implementation of Service
Management depends what needs to be done and
then produce a plan to do.
The main driver for improvement come from the
business needs and business priorities
Improvement plan take action to achieve the
objectives
the overall strategy focused on IT organization
DEFINED COMMON SENSE
REFRENCES
www.ogc.gov.uk
The Balanced Scorecard : Translating
Strategy into Action
Robert S. Kaplan, David P. Norton
1996
Code of Practice for IT Service
Management (A), DISC
The Cultures of Work Organizations
Trice/Beyer 1993
REFRENCES
In Search of Excellence: Lessons
From America's Best-Run Companies
Thomas Peters, Robert H. Waterman,
Tom Peters 1995
A Management System for the
Information Business: Organizational
Analysis
Edward A Van Schaik