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1、What is ITIL and Why Should I Care?,diane hoschlersr. itsm solution architect december 2004,Diane HoschlerSr. ITSM Solution ArchitectHP Consulting & IntegrationDiane.H916 785-0991,http:/,The big shifts in business,All processes and content are being transformed from physical and static to digital, m
2、obile and virtual.,The demand for simplicity, manageability and adaptability is changing how the company works and organizes, buys and uses technology.,Horizontal, heterogeneous, networked organization. With acquisitions, need to embrace Standards to improve connection and use common language.,CIO v
3、s. CEO Priority,60% of CEOs Say IT is aligned with their goals.,CIO Management Priorities,Increase Business Efficiency throughIT-enabled process improvementAlign IT and business goalsImprove internal customer satisfactionCreate competitive advantage through ITControl IT costs,Minimize risk:Ensure se
4、curity and continuity of internal business operations, while minimizing exposure to external risk factors,Maximize return:Improve business results; grow revenue and earnings, cash flow, and reduced cost of operations,Improve performance:Improve business operations performance end-to-end across the e
5、nterpriseIncrease customer and employee satisfaction,Increase agility:Enable the business organization and operations to adapt to changing business needs,CIO balancing act,Defining, Measuring and Assessing “Agility”,“A set of related components provided in support of one or more business processes.T
6、he 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: A dictionary of IT Service management Terms, Acronyms and Abbreviations,OK, then what is an IT Service?,What is an IT Service?,IT,Pe
7、ople Processes TechnologyPublic Infrastructure,FedEx,PeopleProcessesTechnologyPublic Infrastructure,Either your Infrastructure determines your Service LevelOrYour Service Level determines your Infrastructure.,How we got here,Today Automating the IT infrastructures abilityto adapt to every business d
8、ecisionEmphasis:EffectivenessStabilityReliabilitySpeed RoIT,1990s Automating the front officeEmphasis:Speed Efficiency,1980s Automating the back officeEmphasis:StabilityReliability,Horizontal architecture stable, flexible, supply matches demand,Silos of technologyinflexible to change, over-provision
9、ed,Information Technology Infrastructure Library Result of years of analysis and research Currently consists of 7 books providing guidance on the planning, delivery and management of quality IT services to support their business. THE de facto global standard of IT Service Management best practices I
10、TIL is Vital! Its not a question of whether youre doing IT Service Management or not its a question of how well - or poorly - youre doing it!,What is ITIL?,Planning to Implement Service Management,Service Management Core,ServiceSupport,ServiceDelivery,TheBusiness,The Business Perspective,Application
11、s Management,ICTInfrastructureManagement,TheTechnology,Security Management,ITIL Publications Map,Application Asset Management,certification bodies: ISEB (The Information Systems Examination Board) UK EXIN (Examination Institute for Information Science) Netherlandsavailable certification:Foundation C
12、ertificate entry-level multiple choice examPractitioners Certificates for specific disciplines; pass in-course assessments and a case-study based multiple choice examManagers Certificate requires passing 2 three-hour essay exams after successfully passing an accredited 10 day training course(ITIL ac
13、creditation demonstrates that an individual has met the standards as set by an examination certification board comprising representatives from OGC, itSMF and the examining boards.),ITIL certification,Core ITIL Service Management Processes,Service SupportService Desk*Incident ManagementProblem Manage
14、mentConfiguration ManagementChange ManagementRelease Management,Service DeliveryService Level ManagementFinancial Management for IT ServicesCapacity ManagementIT Service Continuity ManagementAvailability Management,* Service Desk is a function not a process,Source: IT Service Management, ITSMF,“IT S
15、ervices are there solely to support the business and its efficient and effective operation.”, itSMF ITIL Pocket Guide,Integration,Simplification,Standardization,Modularity,+,+,+,Applied consistently across:Business processesApplicationsInfrastructure,Reduce number of elementsEliminate customizationA
16、utomate change,Use standard technologies and interfacesAdopt common architecturesImplement standard processes,Break down monolithic structures Create reusable components Implement logical architectures,Link business and IT Connect applications and business processes within & outside the enterprise,Y
17、ou dont buy an Adaptive Enterprise. You build it.,IT,Business and IT Alignment,“Bold Fusion” Alignment,Business and IT,Business and IT Alignment,Relationship between people, process, and technology,HP ITSM processes Consist of activities to manage the IT services lifecycleAre the glue between: Peopl
18、e and management technologyIT services and IT infrastructurePeopleExecute, control, and own the HP ITSM processesDesign, build, integrate, and manage IT servicesManagement technologyEnables execution and control of HP ITSM processesAutomates provisioning and assurance of IT services,Reduced risk and
19、 implementation time Lower costs Increased customer satisfaction Competitive advantage,What You Get,Proven processes based on industry best practices Faster time-to-market Balance between customer requirements and service costs Transparent support of business processes Measurable, well-defined servi
20、ces Management of customer expectations Continuous improvement of service quality Improved/strong relationships with both customers and partner providers Time to be proactive Built-in “Management of Change” Ability to dynamically address changing business requirements with flexibility and speed (agi
21、lity),Because you now have,Process,Process,People,Technology,The Right Balance for Success,ITSM,an approach that brings togetherProcess, People, and Technologythrough a powerful reference model,HP ITSM Reference Model vs3.0,Its time to:,Demand more from IT than its ever delivered before. Make it pro
22、ve its value, make it pay.Demand a new IT architecture: one that is open, modular and flexible; one that adapts, and adapts quickly, to every IT event triggered by every business decision.Demand that technology yield to the disciplines of business and be subject to the same practices and return anal
23、ysis as any other business decision.Demand an alternative way to how IT and IT services have been purchased, implemented and operated for the last two decades.Demand the ultimate state of IT fitness: Insist that business and IT be perfectly synchronized, and speed the evolution toward an adaptive en
24、terprise.,The IT Service Management Forum is the only internationally recognized and independent organization dedicated to IT Service Management. It is a not-for-profit body, wholly owned, and principally operated, by its membership. It was formed in the UK in 1991 & has national chapters around the
25、 globe. The itSMF USA was formed in 1997 and has over 1600 members representing over 500 companies.,What is the itSMF?,Area happenings,itsmF USA (www.itsmfusa.org)Complementary copy of ITSM Overviewhttps:/ conference (/ Long Beach, CA (9/04)2005 Chicago, IL (9/05)Norcal itsmF LIG ()2nd Tuesday of th
26、e monthNo December meetingJan 11 topic: Configuration management,itSMF USA: itSMF International: ITIL: www.itil.co.uk HP: Other: ,Looking for more?,What is ITIL and Why Should I Care?,diane hoschlersr. itsm solution architect december 2004,Diane HoschlerSr. ITSM Solution ArchitectHP Consulting & IntegrationDiane.H916 785-0991,
