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revenue and earnings, cash flow, and reduced cost of operations
organization and operations to adapt to changing business needs
Minimize risk:
• Ensure security and continuity of
available certification:
• Foundation Certificate – entry-level multiple choice exam • Practitioner’s Certificates – for specific disciplines; pass in-course assessments and a case-study based multiple choice exam • Manager’s Certificate – requires passing 2 three-hour essay exams after successfully passing an accredited 10 day training course
Source: A dictionary of IT Service management Terms, Acronyms and Abbreviations
What is an IT Service?
FedEx
People Processes Technology
IT
People Processes Technology
CEO Management Priorities for IT
1. Align IT and business goals 2. Increase Business Efficiency through IT-enabled process improvement 3. Create competitive advantage through IT 4. Improve internal customer satisfaction 5. Control IT costs
Financial Management for IT Services Capacity Management IT Service Continuity Management Availability Management
•
•
Configuration Management
Change Management
(ITIL accreditation demonstrates that an individual has met the standards as set by an examination certification board comprising representatives from OGC, itSMF and the examining boards.)
Defining, Measuring and Assessing “Agility”
time
Speed at which infrastructure changes can be implemented.
range
Breadth of change that can be supported or introduced.
you’re doing IT Service Management or not… it’s a question of how well - or poorly - you’re doing it!
ITIL® Publications Map
Planning to Implement Service Management
ease
Level of effort, cost, and risk required to introduce and support change.
OK, then what is an IT Service?
“A set of related components provided in support of one or more business processes. The service will comprise of a range of Configuration Item types, but will be perceived by the customer and users as a selfcontained, single, coherent entity.”
Available now Application Asset Management
ITIL® certification
certification bodies:
• ISEB (The Information Systems Examination Board) – UK • EXIN (Examination Institute for Information Science) – Netherlands
Silos of technology inflexible to change, overprovisioned
Horizontal architecture stable, flexible, supply matches demand
What is ITIL?
Information Technology Infrastructure Library • Result of years of analysis and research • Currently consists of 7 books providing guidance on the planning, delivery and management of quality IT services to support their business. • THE de facto global standard of IT Service Management best practices • ITIL is Vital! It’s not a question of whether
Public Infrastructure Public Infrastructure
Either your Infrastructure determines your Service Level Or
Your Service Level determines your Infrastructure.
T h e
available now
T h e T e c h n o l o g y
Service Management Core
available now
B available nowService The ICT Support u Business Infrastructure Management s Perspective i Service Coming Soon! available now n Delivery available now e Security s Management s Applications Management
• •
•
•
Release Management
•
* Service Desk is a function not a process
“IT Services are there solely to support the business and its efficient and – itSMF ITIL Pocket Guide effective operation.”
from physical and static to digital, mobile and virtual. The demand for simplicity, manageability and adaptability is changing how the company works and organizes, buys and uses technology.
How we got here„
1980s Automating the back office
Emphasis: Stability Reliability 1990s Automating the front office Emphasis: Speed Efficiency Today Automating the IT infrastructure’s ability to adapt to every business decision Emphasis: Effectiveness + Stability + Reliability + Speed + RoIT
© 2004 Hewlett-Packard The information contained herein is subject to change without notice
http://www.58pic.com
The big shifts in business
All processes and content are being transformed
Improve performance:
• Improve business operations
internal business operations, while minimizing exposure to external risk factors
performance end-to-end across the enterprise • Increase customer and employee satisfaction
Core ITIL® Service Management Processes
Service Support
•
• •
Service Delivery
•
Service Desk*
Incident Management Problem Management
Service Level Management
CIO
Magazine
CIO Management Priorities
1. Increase Business Efficiency through IT-enabled process improvement 2. Align IT and business goals 3. Improve internal customer satisfaction 4. Create competitive advantage through IT 5. Control IT costs
Horizontal, heterogeneous, networked organization.
Leabharlann BaiduWith acquisitions, need to embrace Standards to improve connection and use common language.
CIO vs. CEO Priority
60% of CEOs Say IT is aligned with their goals.
CIO balancing act
Maximize return:
• Improve business results; grow
Increase agility:
• Enable the business
What is ITIL and Why Should I Care?
Diane Hoschler Sr. ITSM Solution Architect HP Consulting & Integration Diane.Hoschler@hp.com 916 785-0991
diane hoschler sr. itsm solution architect december 2004