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9/30/2008

agenda
• ITIL defined
ITIL v3? • What’s wrong with v2?

What happened to v2? • Evolution


• New fancy words
• Why should you care?
Rhett Glauser • Running IT like a business, for the business
Service-now.com director of communications
• What’s technology got to do with it?

ITIL defined A brief history


• 80s - UK Government OCG
A library of best practices
• Early 90s - the first library was born
Run IT as a business with four primary goals:
• Late 90s - v2 was published
• Integrate IT with business requirements
• June, 2007 - v3 was published
• Grow the business
• Today - Global adoption and acceptance
• Deliver great IT service
• Balance resources and manage expectations

v2?

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The evolution of ITIL v3 highlights


• Now aligned exclusively to the business
• Service lifecycle focus - processes are secondary
• All V2 processes were transferred to V3
• Supports fulfillment of compliance requirements (SOX,
COBIT, Basel II, etc.)

• Agile and adjustable Service Design


• Improved measurability and traceability of value

New fancy words Why should you care?


ITIL v3 adoption*
• Lifecycle structure
• Service portfolio
• Measurement
• Operations and demand management Planned or implemented
No plans
• Integrated outsourcing

*Dimension Data survey of 371 CIOs. – February 2008.

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Service Portfolio

• Dumb it down (service catalog)

Run IT like a business, • Bundle services and assets for business consumption

f the
for th b i
business
• Help the business NOT waste money on IT
• Make your job more predictable

Build a Service Catalog Benefits

• Keep the UI simple • Better adaptability to change

• Start with something easy • Elimination of proprietary IT practices

• Automate high
g volume requests
q
• Better IT investment ROI

• Use a light weight approach - there will be change • Your finger on the pulse of IT service

• Grow as you win • Continual service improvement

End the IT smoke stack


What’s technology got to do with it?

• Technology is not the focus


• The more technology can get out of the way,
the better
• Vendors have historically failed in this regard

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