ITIL & Srvic Prdictability/Modling 1
2 Plxnt Th Company 2001 Foundd Plxnt basd on an Expandd ITIL Architctur, CMMI, ISO, and BS15000 - itdna 2003 Launchd itdna Srvic Offring 2003 John Groom, past Dirctor of th OGC acknowldgd itdna as th Richst st of ITIL intllctual proprty in th industry 2004 Dclind multipl acquisition offrs from Fortun 500 IT srvic organizations 2004 Stratgic agrmnt with Prot Systms to dlivr ITIL consulting to thir clint bas 2005 Stratgic agrmnt with Sun Microsystms to dlivr ITIL srvics to thir customr bas 2005 Rcipint of Dloit s Tch Titan Award 2006 Stratgic partnrship with TamQust 2006 Stratgic agrmnt with th British Standards Institut to provid ISO 20000 srvics
IT Srvic Gartnr masurmnts show th ovrall rsults of moving from no adoption of IT Srvic (ITIL) to full adoption can rduc an organization's Total Cost of Ownrship by as much as 48%. 3
ITIL 4 T h B u s i n s s Planning for Srvic Srvic Srvic ICT Businss Support Infrastructur Prspctivs Srvic Dlivry Scurity Application T h T c h n o l o g y
Srvic Dlivry 5 Srvic Lvl Capacity Financial for IT Availability ITIL Srvic Continuity T h Planning for Srvic Srvic B Srvic ICT u Businss Support Infrastructur s Prspctivs i Srvic Dlivry n Scurity s Application s T h T c h n o l o g y
Srvic Support Srvic Dsk Incidnt Problm Configuration 6 Chang Rlas T h B u s i n s s Businss Prspctivs ITIL Planning for Srvic Srvic Srvic Support Srvic Dlivry Scurity Application ICT Infrastructur T h T c h n o l o g y
ITIL Adoption in North Amrica 80% 60% 40% 20% 0% Corporations with Rvnu xcding $1 Billion Currntly End of 2006 End of 2008 13% 40% 80% 7
ITIL s Evolution ITIL Procsss can b difficult to implmnt sinc ITIL in its currnt form dscribs th what but not th how of IT srvic dlivry. In othr words, a lack of implmntation tools and bst practics ar incrasing costs and timlins rlatd to ITIL implmntation. 8
ITIL, Whr dos it fit - (Govrnanc, Procss, Scurity, Mtrics, Policy & Procdurs) ISO20000 ISO27001:2005 9
itdna 10
Expandd ITIL Srvic Support Architctur Configuration Chang Incidnt Problm Rlas Srvic Dsk Policis and Procdurs Asst Chang Control Dsktop Support Fault Monitoring Tchnology Rfrsh Hlp Dsk Education Projct Srvr Support Fault Rcovry Dsktop Srvics Consumabl Provisioning Equipmnt Purchasing Communication Ntwork Support Problm Analysis Srvr Srvics Stratgic Planning Databas Support Root Caus Analysis Ntwork Srvics Mssaging Support Databas Srvics 11 Mssaging Srvics
Expandd ITIL Srvic Dlivry Architctur Srvic Lvl Capacity Continuity Availability Financial Scurity Policis and Procdurs SLA Dvlopmnt Capacity Planning Rquirmnts Prformanc Tuning Cost Accounting Monitoring SLA Monitoring Businss Rquirmnts Analysis Dvlop BCP/DR Outag Analysis Contract Scurity Dvlopmnt Standards Dvlopmnt Prformanc Monitoring Implmnt BCP/DR Fault Tr Analysis RFP Accss Control Standards Monitoring Capacity Monitoring Maintain BCP/DR Budgting BCP/DR Training 12
Embddd Intllctual Proprty 13
CMMI Procss Maturity Modl Optimizing (5) Continuously Improving Procss Rduc Man Hours with Automation Dfind (3) Quantitativly Managd(4) Standard, Consistnt Procss Prdictabl Procss Managd (2) Plannd Procsss Initial (1) Ad hoc Procsss 14 Incrasd Procss Effctivnss & Quality
Procss Maturity Profil Availability Scurity IT Srvic Continuity Srvic Dsk 5 4 3 2 1 0 Configuration Incidnt Problm Capacity Rlas Financial Srvic Lvl Chang 15 Currnt Maturity Dsird Maturity
Industry Insight IT organizations should incrasingly look for tools that can sift through th managmnt data cluttr to pinpoint today s problms and prdict tomorrow's nds 16
TamQust On th Wb 17
Srvic Modling In th simplst trms, modling is about finding th point whr th srvic starts to slow down. 18
Srvic Modling Qustion: How will a critical srvic rspond to a 5% usr incras pr month? 19
Prdictd Srvic Capacity Answr: Th srvic will hit its limit in Jun whn th strtch factor rachs 2. 20
Srvic Lvl Costs $8.00 $7.00 $6.00 Millions of Dollars $5.00 $4.00 $3.00 $2.00 $1.00 $0.00 3 Scond 2.5 Scond 2 Scond 1.5 Scond Avg. Rspons Tim 21 Cost Options for Sals Support Application
Qustions & Answrs 22