1. Microsoft® Office Visio® Professional 2007 for ITPutting Visio into Practice:ITIL Overview Presenter: Date:

2. ITIL Goals • Align IT services with current and future needs of businesses and customers • Improve quality of IT services delivered • Reduce the long-term cost of service provisioning

3. What is ITIL? ITIL: information technology infrastructure library • Best practices in management of IT service processes • Developed by UK Office for Government Commerce (OGC) • Areas of focus • service delivery • service support. • Recently added • Security and Risk mgmt • Infrastructure Mgmt • Application mgmt • From “what” to “how”-the business viewpoint of IT

4. Why ITIL is important Gartner, 2005 “Six in 10 IT projects fail because people underestimate or fail to build correct infrastructures to support the projects.” “Fully adopting an IT service management strategy can cut an organization's cost of IT ownership by about 50%.”

5. Why ITIL is important Forrester, 2005 "2005 will be the year when ITIL goes mainstream." “Around 12% to 13% of $1 billion-plus companies have implemented ITIL in some way, shape, or form.” “ In a survey of 65 CIOs, 3% identified ITIL as their primary process methodology.” “Interest in ITIL is especially evident in governmental institutions and in certain geographies, particularly Holland, the UK, and Canada.”

6. Why is ITIL important • The IT Service Management Forum membership has almost tripled over the past three years, from 550 to roughly 1,600 • U.K. ITIL publisher The Stationery Office, reports that about one-third of ITIL-related traffic on its Web site comes from the U.S. Source: Network World, 2004

7. Service Management Processes Service Delivery Service Support

8. Gartner Research Study 12/04

9. Gartner Research Study 12/04

10. ITIL Process Documentation Use Visio 2007 Professional for all ITIL diagram types • Basic and Cross Functional Flowchart • Workflow diagram • Fault tree analysis • Event, Input-Process Output • Detailed network diagram, end user devices • Helpdesk shapes-problem, incident, service desk, KB • Service Level Mgmt Shapes: SLA, OLA, RFC, CI, flags, error fault/failure • Drill down analysis (pivots for fault analysis, or problem drilldown) • Various types of data and application flows • Communication perspective: Website Map, project timeline, org chart • Block drawing for conceptual analysis

11. Example: Visio ITIL Process Flow • Use Visio 2007 Pro ITIL template • Standardize flows for incident and problem mgmt. as per ITIL guidelines

12. Example: Process Flow Data • Data graphics • Generate dynamic data views from static diagrams

13. 2 3 Example: IT Fault Analysis Easily createfault tree diagramsusingthe Visiostencils Data Graphic – Event DataGraphicsshowthecontextofdata Importproductiondatafroman Excel file or Database 1 Data Graphic – End Event Link the data to Visio shapes and display the data using Data Graphics