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A presentation by QAI
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Why Organizations are Implementing ITIL
To significantly improve (and demonstrate improvement) in the quality
of IT support and operations
To decrease rework
To automate repetitive work
To eliminate redundant work
To improve resource utilization
To improve availability, reliability and security of business critical IT
services
To make IT support repeatable and predictable, thereby making
provision more efficient and effective
To link IT support priorities to business needs
*Source: Enterprise And SMB Hardware Survey, North America And Europe, Q3 2007
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -3-
ITIL® Benefits- Customer Satisfaction
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -4-
ITIL® Benefits- Agility in Adopting Changes, Cost
Reduction
Benefits Application Processes
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -5-
ITIL® Benefits- Compliance & Corporate
Governance
Benefits Application Processes
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -6-
ITIL® Benefits -Realization
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -7-
ITIL® Benefits -Realization
Companies such as Procter and Gamble, IBM, Caterpillar, Shell Oil, Boeing,
and the Internal Revenue Service have all reported great success and
significant operational cost savings as a direct result of ITIL® adoption.
Shell Oil utilized ITIL® best practices when they overhauled their global
desktop PC consolidation project, encompassing 80,000 desktops. After this
project was completed, they can now do software upgrades in less than 72
hours, potentially saving 6000 man-days working days and 5 million dollars.
Implementing key ITIL® processes in 2001 at Nationwide Insurance led to a
40% reduction of its systems outages. The company estimates a $4.3
million RoI over the next three years
Cox adopted a plan to implement ITIL® Service Support and Service
Delivery disciplines. As a result of these changes, Cox anticipates that, as a
portion of annual revenue, Total Cost of Ownership(TCO) will decline by
more than 25% or $24 Million each year
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -9-
Service Strategy
• Service Lifecycle
• IT Financial Management
• Demand Management
• Service Portfolios
• Organizational Design
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™
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