IT Service Management (ITSM) & IT Infrastructure Library (ITIL) Overview

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1 IT Service (ITSM) & IT Infrastructure Library (ITIL) Overview September 2005 Hamid Nouri President, Nouri Associates Client Briefing

2 What is IT Infrastructure Library (ITIL)? Information Technology Infrastructure Library Developed by UK CCTA (now OGC) in 1980 s Result of years of analysis and research by many contributors Currently consists of 7 books providing guidance on the planning, delivery and management of quality IT services The de facto global standard of IT Service best practices ITIL is a process-based methodology that delivers a set of IT service management best practices that can help align IT with business requirements, improve service quality, and lower the long-term costs of IT service provision. ITIL is the world's most widely accepted approach to IT service management Page 2

3 What Is an IT Service? A set of related components provided in support of one or more business processes. The service will comprise of a range of Configuration Item types, but will be perceived by the customer and users as a self-contained, single, coherent entity. Source:- From A dictionary of IT Service management Terms, Acronyms and Abbreviations Services Require a Process View Page 3

4 How Does ITIL Work? Quality Methodology Focused on process management Process control Figure A The Deming Cycle Figure B The Generic Process Model Page 4

5 ITSM Reported Benefits Enhanced/Increased Service Levels Align IT goals with those of Business Units supported Make Excellence in Service a part of the culture Improved quality and reliability of IT services offered Optimize resource utilization Enforces collaboration across silos Move from traditional supply-demand model to customer oriented processes and service value creation Page 5

6 Core ITSM Disciplines Per the ITIL Framework Service Support Enables effective IT Services Building blocks of All IT Services Release Change Configuration SERVICE SUPPORT Problem Incident Service Level Financial Mngmnt For IT Services SERVICE DELIVERY Capacity IT Service Continuity Mgmt. Availability Service Desk Service Delivery of the IT services Security Page 6

7 Towards an International Standard British Standards Institute (BSi) Code of Practice [PD0005] Self-assessment Workbook [PD0015] - Specification [BS15000] Early adopters Feedback Rewrite as Part 1 & 2 (release 11/02) - Rewrite PD0005/PD Formal certification scheme 2006? - ISO Standard (ISO 20000) Page 7

8 ITSM Focuses on Continuous Process Improvement Customer Satisfaction B A Process Maturity and Effectiveness Change Maturity Release Effectiveness Problem Time Config. Incident Process Cycle Times Low Source:Adapted from Michael Porter, "What Is Strategy?" Harvard Business Review, November-December 1996 A Cost B A Best Practice on the Productivity Frontier B High Less Than Best Practice Low Quality High Page 8

9 What Vendors Support ITIL All Major IT industry vendors Microsoft (MOF Microsoft Operations Framework) IBM (IBM IT Service Framework) HP (HP ITSM Framework) Dell Used internally Cisco In the process of deploying globally Systems and Network Vendors BMC Mercury IBM/Tivoli CA Host of specialist vendors Over 100 vendors exhibited at itsmf USA (global user group) conference in 2005 Page 9

10 What User Organizations Use ITIL ITIL is predominant in Europe ITIL is catching on in US in last 5 years itsmf has over 3000 members in US now There are over 31 Local Interest Groups (up from 5 in 2001) Significant number of success stories emerging Early Success Stories Proctor & Gamble Caterpillar Etc. Many Financial Services Companies in process of evaluation, adoption or institutionalization All State Insurance Bank of America Washington Mutual Many others Page 10

11 NAI Contact: Hamid Nouri Telephone: 1 (888) Facsimile: 1 (415) Page 11

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