Enterprise Value IT Service Management with ITIL Statement

Enterprise Value IT Service Management with ITIL

Statement: “Today’s IT manager is less interested in technology than most references (books, courses, ‘solutions providers’) care to admit. ”

Sales Arguments: Addressing the Top ten concerns of IT Directors 1. Aligning IT strategy with business strategy 2. Meeting business and user needs 3. Coping with change 4. Dealing with senior management 5. Managing costs, budgets and resources 6. Keeping up with technology 7. Recruiting and retaining staff 8. Time and resource management 9. Infrastructure management 10. Maintaining skills and knowledge

The Process Driven Organisation the processes decide

Service Management = The Objective Tree = Quality Flexibility Cost management ORGANISATION w ! /W hy t? organisation ha IT SERVICE PROVISION effective Ho W BUSINESS PROCESSES SERVICE MANAGEMENT efficient effective IT service provision efficient ITIL

IT Infrastructure Library (ITIL) • ITIL • IT Infrastructure Library • OGC http: //www. ogc. gov. uk/ogc/isite. nsf/default. html • Office of Government Commerce • ITSMF http: //www. itsmf. org • IT Service Management Forum • Benefits ü independent (of systems and/or platforms) ü flexible (also applicable outside IT) ü applicable worldwide ü applicable in companies, institutions, government ü procedures are ISO compliant

ITIL Service Management Availability Management Continuity Management Capacity Management Financial Management Release Management for IT services Service Level Management security IT Service IT Infrastructure Change Management Configuration Management Incident Management Problem Management sk e Service D

The ITIL Framework Planning to Implement Service Management The Business Perspective Security Management Service Delivery Applications Management Software Asset Management Source: OGC ICT Infrastructure Management The Technology The Business Service Support

ITIL Certification • EXIN http: //www. exin-exams. com • European Examination Institute for Information Science • ISEB http: //www. bcs. org. uk/iseb/ism 2. htm • The Information Systems Examination Board • Testing at Prometric (www. prometric. com) ITIL Service Manager ITIL Foundation Certificate in IT Service Management and/or Manager’s Certificate in IT Service Management ITIL Practitioner Certificate in IT Service Management

ITIL Trend • Adoption rate increasing Globally • Vendors are being pressured by the market to demonstrate deployment of industry-accepted best -practice process models (such as ITIL, as it is currently the most widely known set of public best -practice process models)

ITIL Worldwide (1) ABN-AMRO Bank Aetna Life Insurance AT&T Solutions Australia Post AXA Insurance Group Bank of Canada Bank of Montreal (Cebra, Harris Bank) Barclays Bank Bass Breweries British Airways British Telecom Cable & Wireless Canadian Fed. & Prov. Governments Capital One Services CGI CIBC Computer Sciences Corporation Consumers Gas DLJ Pershing Dutch Land Registry Office Dutch Railways EDS Exxon Federal Express GE Capital General Accident Great West Life Guinness/UDV Hewlett Packard Hong Kong & Shanghai Bank IBM/ISM ING Bank

ITIL Worldwide (2) J. D. Edwards & Company KPMG Legal & General Insurance Lucent Technologies Mackenzie Financial Corp. Manulife Financial Menominee Indian Tribe of Wisconsin Merrill Lynch Microsoft Corp. Mutual Life Assurance Company National Westminster Bank Nesbitt Burns Network Associates Ontario Hydro Oracle Perot Systems UK Post Office Peregrine Systems Procter & Gamble Remedy Corp. Royal Bank of Scotland Royal Mail Scottish Provident Shell Glaxo. Smith. Kline Standard Life Assurance The Equitable Insurance Company Toronto Dominion Bank Union Gas Virginia Power Vodafone Zurich Insurance

Who uses ITIL? • PUBLIC SECTOR - Central & Local Government, Health & Police Authorities • PRIVATE SECTOR - Banking, Insurance, Telecomm, Utilities, Retail, Transport, Leisure • VENDORS - Product suppliers, Consultancies, Trainers, Legal, Recruitment, Outsourcing

Implementation Challenges Process Design What You Don't See is Critical New ITSM Processes Change Readiness Job Definitions Leadership Retraining Reward & Measurement Information Values Systems Architecture & & Systems Organizational Beliefs Structures

Portrait of a Service Manager vision presentation skills resistance ITIL knowledge

ITIL & the Organisation CIO Operations Development Customer Relationship Service Desk Fin. Apps Account Mgt. Desktop Support HR Apps Vendor Mgt. Network Support Log Apps Bus. Analysts Server Support

Success for ITIL in Major Organisations • • Establish a sense of urgency Create the guiding coalition Develop a Vision and Strategy Communicate the Change Vision Empower employees for broad-based action Generate short-term wins Consolidate gains and produce more change Anchor new approaches in the culture Source: Kotter

Where’s the proof that ITIL works? • Many testimonials available • It’s common sense! • Absence of published empirical data

Bottom Line: Repeatable, documented processes are essential to improving IT service delivery and management. The ITIL framework provides an effective foundation for quality IT service management.