ITIL as a Standard for Service Process Management

1. ITIL as a Standard for Service Process Management Tavipark Sreesurichan

2. What is ITIL? • Stands for “Information Technology Infrastructure Library” • Is widely accepted approach to ITSM • Represents a series of documents used to aid implementation of a framework for ITSM • Defines how service management is applied within specific organizations • Provide a cohesive set of best practices, drawn from public and private sector internationally

3. History & Evolution • Created by the CCTA (Central Computer and Telecommunication Agency) during 1980s • Under British government and a registered trademark of OCG • Quickly adopted in European large companies and government agencies • Early 1990s – become known as an industry best practice for IT Service Management • Extremely fast evolved since created with refreshing project (v2) in 2005 and v3 being the current release

4. ITIL Principles • Then – IT operated in functional silos with separate goals and objectives • Now – IT becomes more service oriented where cross functional teams are unified • Concepts “ recognition that organizations are becoming increasingly dependent on IT to satisfy corporate aims and meet business needs” • Leads to increased requirement for high quality IT services

5. ITIL v2 • Focus less on life cycle and more on process • Organized into series of 7 distinct sets - contains 2 main service areas • Service Support  enable IT services to be provided efficiently • Service Delivery  manage IT services themselves and involve many practices to ensure the agreement between providers and customers

6. ITIL v2 (cont’)

7. ITIL v3 • Officially replace v2 on May 30th 2007 • Anticipated that most of ITIL v2 would remain • Contains transition strategy and process an part of the exercise • Comprises of 5 distinct volumes

8. ITIL v3 (Cont’) • ITIL Service Strategy (SS) • ITIL Service Design (SD) • ITIL Service Transition (ST) • ITIL Service Operation (SO) • ITIL Continual Service Improvement (CSI)

9. ITIL Service Strategy (SS) • A view of ITIL which aligns information system and the business • Help focus on understanding and translating business strategy into IT strategy • Topics covered: • Strategy and value planning • Roles/ responsibilities • Planning and implementing service strategies • Business planning and IT strategy linkage • Challenges, risks and critical success factors

10. ITIL Service Design (SD) • Provide guidance on the creation and maintenance of IT policies and architectures for IT service solutions • Topics covered: • The service Lifecycle • Roles and responsibilities • Service Design objectives and elements • Selecting the appropriate model • Cost model • Benefit and risk analysis • Implementation • Measurement/ control • CSF’s and risks • Also embrace outsouring, insourcing and co-sourcing

11. ITIL Service Transition (ST) • Cover the longer term change management and release practices • Provide guidance for the transition of IT services into the business environment • Topic covered: • Managing change - organizational and cultural • Knowledge management • Risk analysis • The principles of service transition • Lifecycle stages • Methods, practices and tools • Measurement and control • Other best practices

12. ITIL Service Operation (SO) • Cover delivery and control process with service stability • Embraces the basics of how to manage services in the production environment • Topic covered: • Principles and lifecycle stages • Process fundamentals • Application management • Infrastructure management • Operations management • CSF’s and risks • Control Processes and functions

13. ITIL Continual Service Improvement • Cover processes involved in improving service management within business • Topic Covered: • The drivers for improvement • The principles of CSI • Roles and responsibilities • The benefits • Implementation • Methods, practices and tools • Other best practices

14. Why ITIL? • ITIL is for IT service providers and any organizations that depends on IT services • Benefits: • Rely on a tried and test processes of more than 20 years standing • Have access to many templates, checklists and documents • Contain quick start approach to help make use of time and resources available and see quick results • Apply most appropriate resources by helping to separate administrative tasks and technical tasks • Keep costs in the organization to a minimum • Protect non-technical staff from having to get too involved in technical support issues • Help measure technical support performance

15. Implementation • To change the way an organization operates – not IT project but to drive business growth and aligning business and IT processes • To be successful – strong ‘Executive Sponsor’ • Need to translate ITIL theory into IT Service Management best practices • Look holistically using principles to drive and ensure that continuous improvement always be applied • ITIL is based on Business needs’ continual improvement; thus, never be completed

16. References • http://www.itlibrary.org/ • http://www.itil-officialsite.com/home.home.asp • http://itil.technorealism.org/ • http://itsm.fwtk.org/ • IT Service Management Process Maps by Brain Johnson, Nancy Hinich, and Pete Watherhouse (June, 2006)