ITIL Overview - PowerPoint PPT Presentation

1 / 19
About This Presentation
Title:

ITIL Overview

Description:

What is ITIL v2? Information Technology. Infrastructure Library ... http://www.itil.co.uk/index.htm. http://www.ogc.gov.uk/guidance_itil.asp ... – PowerPoint PPT presentation

Number of Views:541
Avg rating:3.0/5.0
Slides: 20
Provided by: bna0
Category:
Tags: itil | itil | overview

less

Transcript and Presenter's Notes

Title: ITIL Overview


1
ITIL Overview HIMSS
Jolene McAfee jmcafee_at_bandag.com
April 11, 2008
2
First, the problem statement
  • Operational costs are too high dont know where
    to cut.
  • Cant explain to the business why you need more
  • Cant explain to the business where their is
    going
  • Cant get everything done with the allotted
    people
  • Customer satisfaction is lacking
  • Service quality is lacking
  • Sarbanes Oxley (SOX) compliance

3
The Solution
  • IT service providers need to be able to adapt and
    respond to the changes required by the business.
  • We need to know how to design and develop
    effectiveness and efficiency into the way the
    organization delivers services while being
    flexible and improving the quality of service

4
What is ITIL v2?
  • Information Technology
  • Infrastructure Library

Service Support Configuration Management,
Problem Management, Change Management, Incident
Management, Release Management Service Delivery
Service Level Management, Capacity Management,
Contingency Planning, Availability Management,
Cost Management for IT services (Financial)
5
V2 Business IT Alignment
6
Service Support
7
Service Delivery
8
(No Transcript)
9
V3 Business and IT Integration
10
ITIL v3 Improvements
11
(No Transcript)
12
What has ITIL done for us?
13
The Benefits
  • Knowledge of what services are being delivered
    consumed (Catalog of Services)
  • Viewed as valued business partner instead of a
    supplier of commodities
  • IT Governance Sarbanes Oxley compliance
  • Process improvement reducing costs

14
Lessons Learned
  • Use common sense
  • Use internal folks when available
  • Formally train champions
  • Implementation is not a one time deal
  • Didnt require acceptance from other business
    units we communicated value to the business
  • Take ownership

15
Metrics - KPIs
16
Metrics
17
Service Metrics
18
Moving forward
19
Resourceshttp//www.itsmfusa.org/mc/page.dohtt
p//www.itsmwatch.com/http//www.itil.co.uk/index
.htmhttp//www.ogc.gov.uk/guidance_itil.asphttp
//www.itilpeople.com/
Write a Comment
User Comments (0)
About PowerShow.com