WhyshouldevenSMBs havea lookon ITIL andit Service Management and

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1 WhyshouldevenSMBs havea lookon ITIL andit Service Management and howcoulditil beusefulforthem? IT Service Management for SMEs: Challenges and Opportunites 27 October 2011, Debrecen, Hungary ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries "The Swirl logo is a Trade Mark of the Office of Government Commerce" "Based on OGC ITIL material. Reproduced under license from OGC" I m just waiting for statements that ITIL will healcancerorhelpsagainst hunger crisis * Ed Holub, Gartner-Analyst at the Computerzeitung 10th of April Copyright Dierk Söllner IT-Beratung 2

2 Introduction The ITIL Service Lifecycle Profile ofsmb (usingitil ) Personal best practice Copyright Dierk Söllner IT-Beratung 3 Master of Business Administration 9yearsofimplementingERP-Solutions anddata Warehouse-systems for SMB (IBM-partner) 10 yearsatit Service Management IT Provider forsmb Internal projectmanagerforitil implementation ITIL trainerforsmb Consultant for ITSM tool implementation Certified ITIL Service Manager v2 anditil Expert v Copyright Dierk Söllner IT-Beratung 4

3 :00 - dierk.soellner@dsoellner.de schrieb: Business perspective: - Name: Dierk Söllner One week without E- - Kunden-Nr.: xxxxxx Mails achieving the - Domain: dsoellner.de recipient Hallo, ich habe gestern Abend um 21:04 eine versendet, die bis heute morgen noch nicht angekommen ist. Wie kann ich sehen, ob diese versendet wurde? Ich habe auch in den letzten Tagen von anderen Kontakten gehört, dass meine s nicht angekommen sind. LG Dierk Söllner Guten Tag Herr Söllner, ich kann keine Störung am Maildienst von Server yyfeststellen. -versand und -Empfang funktioniert problemlos. Bei fehlerhaftem -versand sollten Sie entweder direkt vom Mailprogramm eine Fehlermeldung erhalten, bzw. liegt ein Problem mit dem Empfänger vor, so bekommen Sie vom Mailserver einen "Mail Delivery Report" mit entsprechender Fehlermeldung, warum die Zustellung nicht erfolgreich war. Mit freundlichen Grüßen xxx 24h-tfall-Telefon: +49 (0)9001 xxx Technical perspective: My systems are running! Copyright Dierk Söllner IT-Beratung 5 All Systems working regularly? Stay away Didyouputyour fingers on it? Does somebody know? Dimwit! Poor bugger! Are you responsible? Couldyou piniton somebody? Keep quiet! Fortune favours fools There is no problem! based on a poster by a service desk employee Copyright Dierk Söllner IT-Beratung 6

4 The Information Technology Infrastructure Library (ITIL ) is a set of best-practices for IT service management (ITSM) that focuses onaligning IT services with the needs of the business. In its current form (known as ITIL v3 and ITIL 2011 edition), ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage. ITIL describes procedures, tasksand checklists that are not organization-specific, used by an organization for establishing a minimum level of competency. It allows the organization to establish a baselinefrom which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement Copyright Dierk Söllner IT-Beratung Copyright Dierk Söllner IT-Beratung 8

5 Copyright Dierk Söllner IT-Beratung 9 Analyzing the defect printer put out the fire recover Changing the defect printer Changing all defect printers in case of accumulation protect Rescue Helping the customer to print thebillson a network printer Copyright Dierk Söllner IT-Beratung 10

6 What is the vision? Corporates trategy and objectives Where are we now? Defining the baseline Where do we want to be? specific goals to be measured How do we get there? Optimization of processes and services Did we get there? Measure and control Copyright Dierk Söllner IT-Beratung Reduced or small budget Need for simple process documentation Combination of roles and responsibility is necessary Informal way of work Increased front-line contact to user Copyright Dierk Söllner IT-Beratung 12

7 Informal culture People know the majority of staff within the organization, but some degreeofformalityisnecessarytoreduceriskandthecostsof loosing control Team spirit Team spiritislikelytoexpandbeyondthewallsofcompany segments to enable closer collaboration Quick communication Sometimes supporting, sometimes adversely(things are done withtheminimumnumberofcomplications, but witha lack of planning and documentation) Copyright Dierk Söllner IT-Beratung 13 Responsiveness As long services are working fine, the customer is satisfied Flexibility Very quickly reaction to new ideas and changes Understanding the business The ITSM staff knows their place in organizational supply chain Copyright Dierk Söllner IT-Beratung 14

8 Lack of specialists Less specialists leeds to cover several roles in an organization Reliance on individuals Proceeding for substitution in case of absense should be defined where to hide If things go wrong(e.g. personality clashes), there are fewer options for solving problems Copyright Dierk Söllner IT-Beratung Seite 15 Limited Knowledge Need to buy specialists for several tasks or invest with more internal work and qualification High organization costs Less chances for the economies of scale Per capita complexity Small does not mean simple Copyright Dierk Söllner IT-Beratung Seite 16

9 IT service catalogue DescribingtheIT Service withcustomerswords(e.g. insteadoflotus Domino or Microsoft Outlook) Start simple, have a close look at the business requirements and engage the business Communication on both sides(it and business) Incident Management Create a Single Point ofcontact Define special work orders for frequent incidents Documentation of trouble shooting(ticket system) Configuration Management Analyse and specify the IT Infrastructure Top-Down from IT-Service to Configuration Item Copyright Dierk Söllner IT-Beratung 17 All Systems working regularly? Service Strategy Continual Service Improvement Stay away Does somebody Change Management know? protects the running systems Keep quiet! Service Level Management defines the services to be provided (and to be expected) Dimwit! Poor bugger! Service Reporting proves the quality of service delivery Couldyou piniton somebody? Didyouputyour fingers on it? Are you responsible? Configuration Management gives definite information about the attended IT-Infrastructure Fortune favours fools Incident Management increase customer satisfaction by There is no problem! fast troubleshooting Copyright Dierk Söllner IT-Beratung 18

10 Dierk Söllner phone: