Leveraging ITIL Using Best Practices to face Real-World Business Challenges Greg Charles, Ph.D. Area Principal Consultant July 2006.

Leveraging ITIL

Using Best Practices to face Real-World Business Challenges

Greg Charles, Ph.D.Area Principal Consultant

July 2006

2 © 2005 Computer Associates International, Inc. (CA). All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.

Today’s Objective

-To discuss some of the challenges, successes and implementation methods in the area of Service Management using ITIL’s Best Practice guidelines


Today’s Agenda

Level Set and updates on ITIL

•Case Studies

Challenges and Benefits

•Discussion


What Is ITIL?

- ITIL is a seven book series that guides business users through the planning, delivery and management of quality IT services

Information Technology

Infrastructure Library


Planning To Implement Service Management

Service Management

ServiceSupport

ServiceDelivery

The

Business

The Business

Perspective

Application Management

ICTInfrastructureManagement

The

Technology

Security Management

The ITIL BooksIntroduction to ITIL

Software Asset Management

Small-Scale Implementation


ITIL Service Mgmt Simplified

Service Support

Service Delivery

IncidentManagement

IncidentManagement

ProblemManagement

ProblemManagement

ChangeManagement

ChangeManagement

ReleaseManagement

ReleaseManagement

ConfigurationManagement

ConfigurationManagement

ServiceDesk

ServiceDesk

AvailabilityManagement

AvailabilityManagement

CapacityManagement

CapacityManagement

FinancialManagement

FinancialManagement

ServiceContinuity

ServiceContinuity

Business, Customers & UsersBusiness, Customers & Users

Service LevelManagement

Service LevelManagement


ITIL Service Support


Service Delivery


What’s ITIL Service Management All About?

- Aligning IT services with business requirements

- A set of best practices, not a methodology

- Providing guidance, not a step-by-step, how-to manual; the implementation of ITIL processes will vary from organization to organization

- Providing optimal service provision at a justifiable cost

- A non-proprietary, vendor-neutral, technology-agnostic set of best practices.


Case Study (Commonalities)

Reasons for going to ITIL:- Cost Savings

- Do more with less

- Operations growth is out of control

- Improve service

- Grow the business

- Governance (Config, Change, Bus. Cont.).


Case Study (Commonalities)

Must Have:- Support (both up and down)

- Direction / Roadmap

- Ownership

Method of Implementation- Where to start

- Back-in / Replacement.


Case Study List (from Feb 2006)

Company A Company B Company C Company D

_________ _________ _________ _________

Change / Change Service Configuration

Incident Mgmt Desk Mgmt

100’s internal 150K internal 16K internal 210K internal

1K external* handful >1M external 17M external*

Improve Stem Mandated Governance

Service / Growth from above of massive org.

Grow

Business*

Service Level Mgmt

2500 retail locations*

Business growth (B2B & B2C)

*Recent Merger!!!


Company A

- 4400 employees world-wide / $52B in assets

- Recently de-centralized IT

- IT Management changes (wind out of their sails)

- Committed to ITIL, but will implement regionally

- New focus on Service Desk, Incident, Problem and Change Management (single tool)

- ITIL Pass/Fail requirements of IT employees

- 22% improvement in time to closure

- 1st call resolution still a high-priority


Company B

- 150k internal/county employees

- Starting with Change Management (reduce I/P)

- ITIL believers, but still lack knowledge

- Afraid of over-expecting results

- Ground-swell being created over ITIL in county

- CIO backing best-practices focus

- Yet to see benefits – lack of implementation

- They have a plan!!!


Company C

- Lacking previous metrics- Project dollars at risk (no business visibility)- Found a savior in Business Alignment- Improved

- Escalation capabilities (automated)- User satisfaction (per surveys)- Perceived response times (lack of metrics)

- IT Mgmt considers ITIL a successful journey- YOY 20% growth rate w/o additional headcount- Lowered turnover rate on Service Desk

- (17% down to 6%)


Company D- Traditional “low-tech” has moved to “high-tech”

- IT provides internal support and B2B and B2C

- Some internal perception that “IT is the business”

- Went ITIL 3 yrs ago

- Started with Service Level Management

- Found difficulties:- Integration with other processes

- Communication to users/business

- Keeping the “wind in the sails”

- Remained focused on “process improvement”

- Heavily vendor influenced


Have a Plan – to get It Right From The Start

4 — Always-On

1 — Active

2 — Efficient

3 — Responsive

AS

IS

Assess

Client maturity isolates appropriate transition point, roadmap & ROI

Blueprints (through assessment)

Best Practices-Based Solutions (ITIL, CobIT, etc.) Identifies Pain Points and Business Requirements Actionable and Phased Plan to Desired “To-Be”

State with Strategic Recommendations Quantifies ROI for Business Case Justification and

Goal Achievement Improved Business Processes

Customer Need

Design & Build

Value RealizedFrom

Implementation

Increased ValueFrom

Optimization

Time

Post-ImplementationImplementation

Potential Risk

Optimize

[email protected]

Thank You

Leveraging ITIL Using Best Practices to face Real-World Business Challenges Greg Charles, Ph.D. Area Principal Consultant July 2006.

Documents

area of service management

whats itil service management

services marks

management of quality

service delivery slide

itil service support

trade names

respective companies