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Making the Move to ITIL

Making the Move to ITIL. WIIFM. Sept 20, 2011. ITIL. Information Technology Infrastructure Library 1980 Office of Government Commerce, Great Britain Common sense approach to IT service management Not a project management methodology Must be integrated with project management.

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Making the Move to ITIL

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  1. Making the Move to ITIL WIIFM Sept 20, 2011

  2. ITIL • Information Technology Infrastructure Library • 1980 • Office of Government Commerce, Great Britain • Common sense approach to IT service management • Not a project management methodology • Must be integrated with project management

  3. Alignment & Business Case "You've got to be very careful if you don't know where you're going, because you might not get there." Yogi Berra

  4. ITIL Elements • Service strategy • Service design • Service transition • Service operation • Continual improvement • Kaizen • Lifecycle quality control • Plan-Do-Check-Act

  5. Service Strategy • Assessment • Decisions • Match need to capability • Fitness for purpose and use [Quality] • Opportunities • Service portfolio • Outsourcing • ROI

  6. Service Design • Value • Design • Requirements & traceability • Delivery • Service catalog management • Service level management • Capacity management • Availability • Continuity, Security, Supplier

  7. Service Transition • Planning • Change management • Configuration management • Release & deployment • Validation & testing

  8. System Failure Service Operation • Business value – meet requirements • Problem management • Incident management • Fulfillment • Access management • Monitor & control • Application management • Service operation & project management

  9. Continual Service Improvement • Constantly creating and maintain value for customers • Small incremental improvement • Benefits • Kaizen & Ishikawa

  10. Lifecycle Quality Control • Plan-Do-Check-Act • Deming Cycle • Foundation of the quality movement & Six Sigma • Define-Measure-Analyze-Improve-Control (DMAIC)

  11. Leverage ITIL • Business project structure focused on the customer • Timing • Cultural realignment • Adapt best practices Noah didn’t start working on his ark when it first started raining!

  12. Value to the Business • Improved productivity & service quality • Responsive, consistent, measurable IT services • Improved IT & business alignment • Reduced costs • Predict customer needs • Increased process efficiencies

  13. Value to Project Manager • Clear the fog in the front end • Everyone gets on board • Sponsor stays tuned in asking to help • Integrated accountability

  14. IT Project Benefits • Clear understanding of strategy moving forward • Standardized approach • Teaming • Clear understanding of the end state • Improved governance

  15. Challenges

  16. Starting Point • Internal objective assessment • Define the gaps • Set the course • Develop a measured plan • Team approach • Improvise, Adapt, Overcome

  17. Low Hanging Fruit – Quick Wins

  18. Implementation • How do you eat an elephant? • Check your terminology • Think systems integration • Choose the simplest path • Complete an element then • Determine what to do next • Keep moving

  19. Maturity • Continuous maturity assessment • Incremental process improvements

  20. Is ITIL Right for All Companies? • Environment, position, value

  21. “It is not necessary to change. Survival is not mandatory.”W. Edwards Deming

  22. www.vbpm.org Mike Beard, PMP CLP ITIL CSM 714-357-6766 mikebeard@vbpm.org Eliminating the Waste and Confusion™

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