ITIL Best Practices Mark Boggia Altiris Systems Engineer

ITIL Best Practices Mark Boggia – Altiris Systems Engineer – United Kingdom Steve Massie- INCIT Technology Ltd

Agenda • • The Business of IT ITIL Altiris solutions and ITIL Q&A

The IT Environment IT complexity and business criticality • IT is becoming ever more complex and business is becoming increasingly reliant on IT – Time - Will continue e. g. e-world, mobile, integration, etc.

And this means …. Greater Pressure on IT Staff • Problem management – More to go wrong, harder to pinpoint – More people related problems – Greater impact when problems do arise • Asset Management – Harder to establish where investment is and is not required – Harder to keep track of IT assets (what’s where) • Implementation – New roll outs time consuming • Routine tasks – More of them – Users, applications, etc. • Remote sites/systems, e-business…. • ……

And you? Where are your pains and problems? Architecture/Standards 1% End-user Management 1% Planning 3% Storage Management 3% Operations 6% Security 19% Service Development 18% Procurement 22% Business Continuity 26% Applications Development 43% System/Network Change Management 48% Tech Support/Services 49% Configuration Management 55% Software Change Management 60% Asset Management 60% Help Desk and Problem Management 63%

And it also means… Increased Business Issues • Growing value to business means IT management more important - Pressure to increase IT budgets but in practice… • Now >70% spent on keeping IT going vs 45% a few years ago Total cost of ownership

What’s important? Organisations want to spend on technology that gives strategic benefit and not on keeping what they have going – Staying ahead, not afloat! Improving business Keeping IT going IT Departments want tools that will make the management of their IT estates easier

IT Objective - Moving up the ladder IT Service Delivery Business Aligned Planned Pro-active Reactive Chaotic How? Improving effectiveness Improving information APPLYING IT TO IT

Achieving this is about the three Ps ITIL People: Properly aligned with the organisation and Business Processes Process: Service Management Products to enable efficient and effective support processes across the enterprise Transformation to Create real Value altiris

What is ITIL? • • • IT Infrastructure Library Documented industry best practice framework for the support and delivery of IT services – It defines process requirements and approaches. Developed in the late 1980’s by the United Kingdom’s Office of Government Commerce (OGC) formerly the CCTA World-wide de facto standard in Service Management Pink. Verify™ - Certified Toolsets

This means - in terms of the ladder Optimised Managed Continuous process improvement is enabled by quantitative feedback from the processes and from piloting innovative ideas and technologies. Detailed measurements of the IT service delivery process and service quality are collected. Both the service processes and the delivered services are quantitatively understood and controlled. Defined The IT service processes are documented, standardised, and integrated into standard service processes. All services are delivered using approved, tailored versions of the organisation’s standard service processes. Repeatable Basic service management processes are established. The necessary discipline is in place to repeat earlier successes on similar services with similar service levels. Initial The IT service delivery process is characterized as ad hoc, and occasionally even chaotic. Few processes are defined, and success Adherence to Standards depends on individual effort and heroics.

ITIL Model Configuration Management Incident Management Service Support Service Desk Release Management Problem Management Change Management Financial Management Service Delivery Service Level Management Availability Management Capacity Management IT Service Continuity Management

Service Delivery - process inter-dependancies Legend Service Delivery Service Support Financial Management Availability Management IT Service Continuity Service Level Management Configuration Management Incident Management Problem Management Change Management Production Environment End User Business Units Customers Capacity Management Release Management

ITIL Benefits • Provides the essential “framework” to insure the success of core IT functions and processes • Language consistency • Learn from previous experience and apply to future operations • Saves re-inventing the wheel • Vendor and platform independent and impartial • Referenced, endorsed and extended by the Microsoft Operations Framework • Improves performance • Reduces costs and improves service • Happier end users, Less pressured IT staff, reduced costs, increased proactivity…

Altiris Express • An Integrated, Web Based, policy driven, IT management software suite

Altiris and ITIL Effectiveness Compliance Efficiency Process Controls Process Activities and Sub processes Process Enablers Altiris Tools

And sets out to address key issues Standard pains and problems? Architecture/Standards 1% End-user Management 1% Planning 3% Storage Management 3% Operations 6% Security 19% Service Development 18% Procurement 22% Business Continuity 26% Applications Development 43% System/Network Change Management 48% Tech Support/Services 49% Configuration Management 55% Software Change Management 60% Asset Management 60% Help Desk and Problem Management 63%

Lifecycle Management Deploy New System Distribute New software • • Assess • • • Reports Initial OS image and scripted install Configure network settings New apps/upgrades/files Migrate 1. 4. Altiris e. Xpress™ 3. 2. Manage/Monitor/Track Problem Resolution • • Remote control Help desk Identify conflicts Recover Systems • • • Inventory/Assets Software usage/licensing Event monitoring Service Levels Automated notification/action Etc…. .

Altiris Suites Client Management Suite Asset Management Suite • Service requests • Procurement • Lease hardware • Contract management • Software licenses • Depreciation • Financial systems • Fixed assets • Inventory • History • Reporting • TCO management • Retirement • SLA management • Receiving / Physical Audit • Deployment • Patch management • Software delivery • Application management • Application metering • Web administration • Remote control • Backup & recovery • Inventory • OS and personality migration • Software packaging Server Management Suite • Deployment • Patch management • Software delivery • Application management • Web administration • Remote control • Server recovery • Server inventory • Site monitor • Network topology • Software packaging

Architecture Other Servers PXE/DHCP, SQL, NT, Unix SMS Server e. Xpress Server Internet NT Server Office Systems NT/Unix Remote site

Where it Fits… • Compared to competitors – Integrated solutions traditionally costly and difficult/costly to implement and are generally not so good for client management – Point solutions fine but don’t offer breadth and have to be made to work together • Altiris e. Xpress provides an integrated solution that – – – Meets the comprehensive set of management requirements Is affordable and easy to use/install Provides a fully functional solution out of the box Is flexible and scaleable Supports Heterogeneous and remote user environments Integrates with and fills holes in other leading products in field – Supports MS backoffice apps and latest Intel standards – Is customer proven

Who rates it…. Rapi. Deploy®— Editor’s choice Entrepreneur of the Year § Best Networking Product Software § Best Product Software PC Transplant® Product of the Year

IT is…. • ITIL (and other best practice lists) remind us that IT is nothing more than the provision of a service to the business…. • We provide this service by undertaking a series of interdependent processes – a flow of actions and information, relating to technology. • The service must be delivered as effectively and as efficiently as possible which means these processes need to be effective and optimised Service Desk Incident Management I have a problem How do I …? I need a new … Can somebody … Problem Management Change Management Incidents Root Causes Changes Configuration Release Management Definitive Software Library Configuration Management

IT Management software • To support such processes we need tools that – Help us through and manage the process – Provide us with the information required to make decisions required within the process – Provide us with tools that enable us to effectively action the decisions made within the process • One cannot deliver an effective and efficient service if the tools that are used are/do not – Integrated – away from islands of automation – Consistent and therefore easy and quick to use – Cover the assessment, process management and action elements. – Deliver these with appropriate functionality. – Provide a consistent integrated and comprehensive data set – Affordable and easy to implement/manage

Altiris Mapped to ITIL example 1 Legend Service Delivery Service Support Financial Management Availability Management IT Service Continuity Capacity Management Service Level Management Configuration Management Incident/Work Management Problem Management Change Management Release Management Process Analysis Action • Helpdesk • Inventory/Asset/Contract • Carbon Copy • Web Admin for windows • Deployment tools • Monitoring solutions • Recovery solution • App metering • Knowledge Bases • App Management

Altiris Mapped to ITIL example 2 Legend Service Delivery Service Support Financial Management Availability Management IT Service Continuity Capacity Management Service Level Management Configuration Management Incident/Work Management Problem Management Change Management Release Management Process Analysis Action • NS Data gathering Policies • Monitoring Solution • Automated notification and action • Helpdesk • App Metering • Other NS Data • Web reports

The Business Case Business Aligned Typical Annual cost per user £ 4600 Planned Pro-active Reactive Chaotic Typical Annual cost per user £ 3200 Sources - Various

… And…. Aside from financial saving of £ 500 - £ 1700 per user per annum it’s also about… • Improving performance, response and reliability – better business and improved end user satisfaction • Making better use of assets • Improving control and measurement • Enabling competitive edge to be gained with new technology By making the management of IT estates easier for those responsible