ITIL Management Overview Ppt

8/11/2019 ITIL Management Overview Ppt

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Slide 1


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Global best practice for IT Service ManagementProvides a frameworkSupported by the itSMFFirst published by UK Government in the late1980sUpdated to v2 in 2000/2001Updated to v3 in 2007/2008

A lifecycle model with more focus onstrategy, business outcomes & business value

Slide 2


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Designed around providing value to thebusinessAligned to ISO/IEC 20000 & other best practices

Recognising that IT is a Strategic BusinessUnitGuidance on tool selectionIndustry and topic specific guidanceImplementation guidanceIntegrated process maps

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Focus on the requirements of the University &not the technologyImplement Service Management best practiceBecame part of the business planning processUsing an existing recognised framework (notre - inventing the wheel) Introduction to IT Services of a service culture& increase in staff awareness of ServiceManagement

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Commitment to continual service improvement& a service cultureDriving IT service delivery through processimprovement & process implementationAbility to measure Service Delivery to theUniversityChange Control/ManagementTo reduce the cost of keeping the lights on Customer service is paramount adding valueto the Student Experience

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To become a process-based organisation andto join up existing processes To manage Major Incidents

Reducing unplanned outagesBuilding relationships with all parts of theUniversity other service departments,faculties, schools, etc.

It is Best Practice

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Slide 7


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ServiceStrategy establishes anoverallstrategy for ITServices &ITSM

Service Design establishsolutions tomeetrequirements

ServiceTransition managing thetransitionthrough the

lifecycle

ServiceOperation day-to-daymanagementof IT Services

ContinualServiceImprovement

managingimprovementsto IT Servicesand ITSMProcessesSlide 9


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Slide 10

Alignment of new & changing services toUniversity strategySupports business cases for investmentResolves conflicting demands for servicesImproves service quality by strategic planningEnsures that Universities can manage thecosts and risks associated with their ServicePortfolios


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Slide 11

Agreeing service level agreements with internalfaculties, schools & departmentsMeasuring IT quality in business/Universityterms

Reduced total cost of ownership

Improved quality/consistency of service

Improved IT governance

More effective Service Management


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Slide 12

Align the new or changed service with theUniversitys requirements & business operations Ability to adapt quickly to new servicerequirements

Improved success rate of changesImproved organisational agility and flexibilityProvides a consistent & rigorous framework forevaluating the service capability & risk before a

new or changed service is released


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Slide 13

Delivering & managing services at agreed levelsto University customers & usersManagement & monitoring of the technologythat is used to deliver & support services

Management of Incidents, including MajorIncidents, & ensuring recovery of serviceEnsuring the appropriate IT organisation is inplace to support the overall servicerequirements of the UniversityCost-effective Service Delivery


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Slide 14

Commitment to ongoing service qualityOngoing improvements to service & supportingprocessesReview & implementation of appropriateUniversity/business-focused service measuresROI (Return on Investment)VOI (Value on Investment)Continual improvement becomes part ofBusiness as Usual


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Adoption rate of is rapidly increasing globally

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The University of Dundee

The University of Ulster

Huddersfield University

Sheffield Hallam University

Nottingham Trent University

Coventry University

Edinburgh Napier University

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The University of Leeds

The University of Edinburgh

The University of Birmingham

The University of Nottingham

The University of Exeter

The University of Leicester

The University of Cardiff

Loughborough University


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Slide 17

EDS

Exxon

Federal Express

GE Capital

General Accident

J.D. Edwards & Company

KPMG

Legal & General Insurance

Merrill Lynch

Microsoft Corp.

Oracle

Hewlett Packard

UK Post Office

Procter & Gamble

Remedy Corp.

Royal Mail

Scottish Provident

Shell

Standard Life Assurance

The Equitable InsuranceCompany


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Develop a Vision & a StrategyCommunicate the Change VisionEmpower employees for broad-based actionGenerate short-term winsAnchor new approaches in the culture of the ITorganisationManagement buy - in ITIL awareness & trainingDont get stuck in the planning do something!

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Repeatable, documented processes areessential to improving IT service delivery &management

The ITIL framework provides an effectivefoundation for quality IT service management

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Buy-in from IT Senior Management, IT staff &any other key people / stakeholders is critical tooverall successRealistic understanding of the time taken toplan & implement ITIL processes is neededResource required to carry out processdevelopment is an issueStructure understand what your structureshould look like to support the appropriateprocesses & roles

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Focus on the development of the ITorganisation required to support ServiceManagementHave dedicated roles rather than part time i.e.Change ManagerDont do ITIL from the book it needs to beadapted to the organisationCommunication is key at all stagesDont underestimate the internal effort inchanging to a new Service Management tool

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Slide 22

Investment there has to be some budget ITIL training (the common message) & thedevelopment of process (backfill for resource)Consider placing all Support Teams undercentral management this leverages synergies& is more cost effectiveITIL is a journey not a destination Requires commitment as the payback is notimmediate & may not be seen for a couple ofyears


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Slide 23

Launch sooner! Dont spend months & monthsplanning it is better to get started & deliversomething!Time pressures it took much longer thanoriginally planned/anticipated be realistic withthe timescalesEngage with those who will be involved in theprocess this ensures buy - in at all levels &ensures contribution/collaboration in theprocess development


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Slide 24

Reduced cost of Business as Usual Reduced effort involved in keeping the lightson Delivery of quality service which fits therequirements of the UniversityImproved availability/reliability of servicesHelped establish better relationships across IT &the UniversityIntroduction of a service culture

ITIL Management Overview Ppt

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