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IMPLEMENTING ITIL * WHY, HOW, WHEN, & WHAT I’VE LEARNED
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IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

Dec 15, 2015

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Ally Call
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Page 1: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

IMPLEMENTING ITIL*WHY, HOW, WHEN, & WHAT I’VE LEARNED

Page 2: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

March April May June0

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10 Severity 1Severity 2Severity 3

What is ITIL?

• Basic Principles

How to Use It

• Bend It to Suit Your Needs

Why ITIL Works

When ITIL Won’t

• Incompletely Tailored

• Improper Launch

Payoff

TABLE OF CONTENTS

Fig 1. Total service-impacting issues by month after ITIL implementation.

Page 3: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

WHAT IS ITIL?

BASIC PRINCIPLES

Page 4: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

WHAT IS ITIL?An acronym.

“Information Technology Infrastructure Library.”

A way to find order in chaos.

ITIL provides a framework that allows a company to categorize problems, sort them through a workflow, and discover solutions much more rapidly than relying on an organic process.

Page 5: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

USING

ITIL

BASIC PRINCIPLES

Page 6: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

BASIC ITIL JARGONService- Do you deliver it? Do your customers need it, or you need it to serve your customers? Then it’s a service.

Problem- An aspect of a service that is not functioning properly. If left alone long enough, will become an incident.

1. Process fails

2. Alerts

Page 7: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

BASIC ITIL JARGONIncident- A service-impacting issue. Requires triage time to resolve and typically impacts a company’s customers.

1. Hardware failures

2. Outages

Change- A planned alteration to a service. Mitigates problems, and resolves incidents.

3. Also introduces new risk.

Page 8: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

ITILBEST PRACTICE

MAKING ITIL WORK FOR YOUR COMPANY

Page 9: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

SAMPLE ITIL PROCESS FLOW

Problem Management

Change Management

Incident Management

Production

Operations QA/Ops/Prod

Page 10: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

ITILDISASTERS

LEARNING FROM PAST FAILURES

Page 11: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

IMBALANCED IMPLEMENTATION

Problem Management

Change Management

Incident and Change Management Effect: Not enough emphasis on

the power of Change. Problem Management has no voice.

Page 12: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

COMMUNICATION BREAKDOWNS

Problem Management

Change Management

Incident Management ?

Effect: Problem Management knows what’s wrong, but Incident Management and Change Management can’t work together to prevent future problems until information is relayed through the middle man.

Page 13: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

STUTTERING START

Problem Management

Change Management

Incident Management

Effect: Implementing ITIL piecemeal causes pain down the line. The late starters may have difficulty finding advocacy or streamlining the process to suit a full-fledged ITIL.

?

?

Page 14: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

ITILFOR THE WIN

TRUE STORIES OF ITIL PAYOFF

Page 15: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

TALKING AT YOU FOR A MOMENT

Page 16: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

QUESTIONS?THANKS FOR LISTENING. :]

Page 17: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

APPENDIXRESOURCES FOR PRESENTING

Page 18: IMPLEMENTING ITIL* WHY, HOW, WHEN, & WHAT I’VE LEARNED.

APPENDIXDIGITAL: PDF

• An annotated follow-along .PDF for tablets and smartphones.

• E-mail out before the presentation.

PRINTABLE: NOTES

• For those who prefer to take notes on pen and paper.

• Print and hand out before the presentation.