IT Service Management with ITIL

1. IT Service Management with ITIL Enterprise Value

2. Statement: “Today’s IT manager is less interested in technology than most references (books, courses, ‘solutions providers’) care to admit.”

3. Sales Arguments: Addressing the Top ten concerns of IT Directors • Aligning IT strategy with business strategy • Meeting business and user needs • Coping with change • Dealing with senior management • Managing costs, budgets and resources • Keeping up with technology • Recruiting and retaining staff • Time and resource management • Infrastructure management • Maintaining skills and knowledge

4. The Process Driven Organisation the processes decide

5. ORGANISATION BUSINESS PROCESSES IT SERVICE PROVISION SERVICE MANAGEMENT effective organisation efficient ITIL effective IT service provision efficient Service Management= The Objective Tree = Quality Flexibility Cost management How / What ? Why!

6. IT Infrastructure Library (ITIL) • ITIL • IT Infrastructure Library • OGC http://www.ogc.gov.uk/ogc/isite.nsf/default.html • Office of Government Commerce • ITSMF http://www.itsmf.org • IT Service Management Forum • Benefits • independent (of systems and/or platforms) • flexible (also applicable outside IT) • applicable worldwide • applicable in companies, institutions, government • procedures are ISO compliant

7. security ITInfrastructure Service Desk ITIL Service Management IT ServiceContinuityManagement Availability Management Capacity Management Service Delivery Set FinancialManagementfor IT services Release Management Service Support Set Change Management Service Level Management Configuration Management Incident Management Problem Management

8. Service Support Service Delivery The ITIL Framework Planning to Implement Service Management The Business Perspective ICT Infrastructure Management Security Management The Business The Technology Applications Management Software Asset Management Source: OGC

9. ITIL Certification • EXIN http://www.exin-exams.com • European Examination Institute for Information Science • ISEB http://www.bcs.org.uk/iseb/ism2.htm • The Information Systems ExaminationBoard • Testing at Prometric (www.prometric.com) ITIL Service Manager ITIL Foundation Manager’s Certificate in IT Service Management and/or Foundation Certificate in IT Service Management ITIL Practitioner Practitioner Certificate in IT Service Management

10. ITIL Trend • Adoption rate increasing Globally • Vendors are being pressured by the market to demonstrate deployment of industry-accepted best-practice process models (such as ITIL, as it is currently the most widely known set of public best-practice process models)

11. ABN-AMRO Bank Aetna Life Insurance AT&T Solutions Australia Post AXA Insurance Group Bank of Canada Bank of Montreal (Cebra, Harris Bank) Barclays Bank Bass Breweries British Airways British Telecom Cable & Wireless Canadian Fed. & Prov. Governments Capital One Services CGI CIBC Computer Sciences Corporation Consumers Gas DLJ Pershing Dutch Land Registry Office Dutch Railways EDS Exxon Federal Express GE Capital General Accident Great West Life Guinness/UDV Hewlett Packard Hong Kong & Shanghai Bank IBM/ISM ING Bank ITIL Worldwide (1)

12. J.D. Edwards & Company KPMG Legal & General Insurance Lucent Technologies Mackenzie Financial Corp. Manulife Financial Menominee Indian Tribe of Wisconsin Merrill Lynch Microsoft Corp. Mutual Life Assurance Company National Westminster Bank Nesbitt Burns Network Associates Ontario Hydro Oracle Perot Systems UK Post Office Peregrine Systems Procter & Gamble Remedy Corp. Royal Bank of Scotland Royal Mail Scottish Provident Shell GlaxoSmithKline Standard Life Assurance The Equitable Insurance Company Toronto Dominion Bank Union Gas Virginia Power Vodafone Zurich Insurance ITIL Worldwide (2)

13. Who uses ITIL? • PUBLIC SECTOR- Central & Local Government, Health & Police Authorities • PRIVATE SECTOR- Banking, Insurance, Telecomm, Utilities, Retail, Transport, Leisure • VENDORS - Product suppliers, Consultancies, Trainers, Legal, Recruitment, Outsourcing

14. Process Design What You Don't See is Critical New ITSM Processes Job Definitions Change Readiness Leadership Retraining Reward & Measurement Systems Information Architecture & Systems Values & Beliefs Organizational Structures Implementation Challenges

15. resistance vision Portrait of a Service Manager presentationskills ITIL knowledge

16. ITIL & the Organisation

17. Success for ITIL in Major Organisations • Establish a sense of urgency • Create the guiding coalition • Develop a Vision and Strategy • Communicate the Change Vision • Empower employees for broad-based action • Generate short-term wins • Consolidate gains and produce more change • Anchor new approaches in the culture Source: Kotter

18. Where’s the proof that ITIL works? • Many testimonials available • It’s common sense! • Absence of published empirical data

19. Bottom Line: Repeatable, documented processes are essential to improving IT service delivery and management. The ITIL framework provides an effective foundation for quality IT service management.