IT Service Management based on ITIL

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Miles Flynn
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1 IT Service Management based on ITIL

2 Positioning Quality Systems ISO 900x ISO TQM EFQM Six Sigma Theory of Constraints Statistical Process Control Deming Etc.. Action Improve Define ITIL Best Practices Measure Process Frameworks Control / Stabilize What is not defined cannot be controlled What is not controlled cannot be measured What is not measured cannot be improved IT Infrastructure Library EDS Digital Workflow IBM Processes Gartner CSD Deloitte & Touche Microsoft MOF Etc.. Descriptive 2

3 Definition of ITIL ITIL: Information Technology Infrastructure Library Provides a comprehensive, consistent and coherent set of best practices focused on the management of IT service processes Promotes a quality approach to achieving business effectiveness and efficiency in the use of information systems Turning IT into business value

4 What is ITIL? A set of process and management standards A single language An integrated approach An accountable approach Direction and guidance Flexible for different organisations 4 4

5 What ITIL is not? A set of detailed processes and procedures Jargon for its own sake A fully prescribed approach A strict and definitive approach Set structures, processes and roles Only suited to large or process driven organisations 5 5

6 About ITIL and ITSM To align IT services with the current and future needs of the business and its Customers To improve the quality of the IT services delivered To reduce the long-term cost of service provision 6 6

7 Benefits to the Organisation Reducing Costs Risk Reduction Increasing Customer Satisfaction Reducing Major Service Outages Meeting corporate or regulatory requirements Lover Total Cost of Ownership (TCO) Incrementing ROI (Return On Investment) 7 7

8 Benefits to IT department Understanding IT spend Increased IT efficiency Proactive IT Management Better relationships with IT vendors and suppliers Services aligned to agreed customer requirements Higher IT staff productivity Ability to work on multiple projects in effective & efficient manner 8 8

9 Benefits to Customers and Users User friendly and documented IT Services Quick and efficient solving of incidents to improve customer satisfaction Single Point of Contact SPOC Knowledgebase Ability to respond quickly to new customer needs and expectations Higher IT reliability and availability Better communication with IT Service Provider Ability to market new services quicker 9 9

10 Manage as Business Service 10 10

11 IT Service vs. System Management End to End Service Management 11 11

ITIL Core Service Lifecycle Service Operation: To achieve effectiveness and efficiency in the delivery of services Continual Service Improvement: Continue to create and improve value through

12 ITIL Core Service Lifecycle Service Operation: To achieve effectiveness and efficiency in the delivery of services Continual Service Improvement: Continue to create and improve value through improvements and enhancements Service Design: High Quality, Cost Effective, Consistent Services Service Strategy: Model and Plan Services that have utility and warranty Service Transition: Transition new and changed services into operations 12

13 ITIL certification schema Advanced SM Professional Diploma ITIL Expert Diploma 5 Managing through the Lifecycle 5 15 Credits Credits Training provided by: itego element d.o.o. 2 credits ITIL Foundation for Service Management and itsm CENTER 13

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20 Thank you for your attention. If you need any further assistance on your ITIL journey please let us know and we will be more than willing to assist. Your ITIL competency provider: Consulting/Training Branimir Valentić Education 20 20

Achieving ICT Service Management Excellence with ITIL and ISO20000 Frameworks

CCPM Solutions Experts in ICT Performance Supporting Your Business Achieving ICT Service Management Excellence with ITIL and ISO20000 Frameworks 1 st July 2011, Addis Ababa By Yared Haile-Selassie & Workneh