ITIL® OVERVIEW

A presentation by QAI

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ITIL® Overview

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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

And, to ultimately reduce inefficiency, reduce cost, and improve value delivered and RoI of IT support and operations
*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™ -2-

ITIL® Benefits- Efficiency
Benefits Application Processes

Increased productivity of staff members
Increased operational efficiency of staff members Reduced resolution time

Automation
RACI Chart Implementation Implementation of SKMS

All ITIL® Processes
All ITIL® Processes Service Asset & Configuration Management -

Improved effectiveness of IT function

Current reputation can be improved by reducing the ratio of new projects to ongoing maintenance and operations (currently 32% focus is on new projects; 62% focus is on maintaining and operating the existing environment.)*

*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
Benefits Application Processes

Quality of service through improved responsiveness
Reduced downtime

By defining service levels, IT knows what the customer expects and can respond accordingly. By Implementing problem management process (and/or role), the root problems for incidents can be identified and resolved.

Service Level Management & Service Catalog Management Problem Management, Availability Management, Capacity Management, IT Service Continuity Management

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

Reduced downtime and speed of implementation of changes

Through Release, Change and Configuration management, changes can be implemented without causing downtime, rework or rollbacks.
If services are managed according to service levels, penalties can be avoided.

Optimization of service-level agreements

Utilization of resources across IT

Through asset tracking, portfolio management and project management assets (people, infrastructure, licenses, etc.) can be effectively utilized.

Change Management, Service Asset & Configuration Management and Release Management Service Level Management, Service Catalog Management & Service Portfolio Management Service Asset & Configuration Management, Change Management

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 Policies and procedures are repeatable, documented and controlled. Enabling the IT function to demonstrate its value Application Documentation is necessary for all ITIL® processes, which in turn provide visibility and control. Relationship processes such as supplier management give IT a new or different reputation. Processes All ITIL® Processes

Supplier Management & Service Level Management

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

Source: Planning to Implement Service management
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™ -8-

The Five Core ITIL® V3 Books

Service Strategy (SS) Focuses on the strategic integration of IT with the Business

Service Design (SD) Focuses on the design of effective services

Service Transition (ST) Focuses on the evolution or change of services

Service Operation (SO) Focuses on the day-to-day running of IT services

Continual Service Improvement (CSI) Focuses on the Plan, Do, Check, Act process

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
Practical Decision Making

• How to build and refine a service strategy • Service Lifecycle • IT Financial Management • Demand Management • Service Portfolios • Organizational Design • Generic Technology Requirements

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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