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©2004Hewlett-PackardTheinformationcontainedhereinissubjecttochangewithoutnoticeWhatisITILandWhyShouldICare?dianehoschlersr.itsmsolutionarchitectdecember2004DianeHoschlerSr.ITSMSolutionArchitectHPConsulting&[e-mail]916785-0991Allprocessesandcontentarebeingtransformedfromphysicalandstatictodigital,mobileandvirtual.Thedemandforsimplicity,manageabilityandadaptabilityischanginghowthecompanyworksandorganizes,buysandusestechnology.Horizontal,heterogeneous,networkedorganization.Withacquisitions,needtoembraceStandardstoimproveconnectionandusecommonlanguage.CIOvs.CEOPriority60%ofCEOsSayITisalignedwiththeirgoals.CIOManagementPriorities1.IncreaseBusinessEfficiencythroughIT-enabledprocessimprovement2.AlignITandbusinessgoals3.Improveinternalcustomersatisfaction4.CreatecompetitiveadvantagethroughIT5.ControlITcosts1.AlignITandbusinessgoals2.IncreaseBusinessEfficiencythroughIT-enabledprocessimprovement3.CreatecompetitiveadvantagethroughIT4.Improveinternalcustomersatisfaction5.ControlITcostsCEOManagementPrioritiesforITCIOMagazineMinimizerisk:•Ensuresecurityandcontinuityofinternalbusinessoperations,whileminimizingexposuretoexternalriskfactorsMaximizereturn:•Improvebusinessresults;growrevenueandearnings,cashflow,andreducedcostofoperationsImproveperformance:•Improvebusinessoperationsperformanceend-to-endacrosstheenterprise•IncreasecustomerandemployeesatisfactionIncreaseagility:•EnablethebusinessorganizationandoperationstoadapttochangingbusinessneedsCIObalancingactDefining,MeasuringandAssessing“Agility”easeLevelofeffort,cost,andriskrequiredtointroduceandsupportchange.rangeBreadthofchangethatcanbesupportedorintroduced.timeSpeedatwhichinfrastructurechangescanbeimplemented.“Asetofrelatedcomponentsprovidedinsupportofoneormorebusinessprocesses.TheservicewillcompriseofarangeofConfigurationItemtypes,butwillbeperceivedbythecustomerandusersasaself-contained,single,coherententity.”Source:AdictionaryofITServicemanagementTerms,AcronymsandAbbreviationsOK,thenwhatisanITService?WhatisanITService?ITPeopleProcessesTechnologyPublicInfrastructureFedExPeopleProcessesTechnologyPublicInfrastructureEitheryourInfrastructuredeterminesyourServiceLevelOrYourServiceLeveldeterminesyourInfrastructure.Howwegothere…TodayAutomatingtheITinfrastructure’sabilitytoadapttoeverybusinessdecisionEmphasis:Effectiveness+Stability+Reliability+Speed+RoIT1990sAutomatingthefrontofficeEmphasis:SpeedEfficiency1980sAutomatingthebackofficeEmphasis:StabilityReliabilityHorizontalarchitecturestable,flexible,supplymatchesdemandSilosoftechnologyinflexibletochange,over-provisionedInformationTechnologyInfrastructureLibrary•Resultofyearsofanalysisandresearch•Currentlyconsistsof7booksprovidingguidanceontheplanning,deliveryandmanagementofqualityITservicestosupporttheirbusiness.•THEdefactoglobalstandardofITServiceManagementbestpractices•ITILisVital!It’snotaquestionofwhetheryou’redoingITServiceManagementornot…it’saquestionofhowwell-orpoorly-you’redoingit!WhatisITIL?PlanningtoImplementServiceManagementServiceManagementCoreServiceSupportServiceDeliveryTheBusinessTheBusinessPerspectiveApplicationsManagementICTInfrastructureManagementTheTechnologySecurityManagementITIL®PublicationsMapApplicationAssetManagementAvailablenowavailablenowavailablenowavailablenowavailablenowComingSoon!availablenowcertificationbodies:•ISEB(TheInformationSystemsExaminationBoard)–UK•EXIN(ExaminationInstituteforInformationScience)–Netherlandsavailablecertification:•FoundationCertificate–entry-levelmultiplechoiceexam•Practitioner’sCertificates–forspecificdisciplines;passin-courseassessmentsandacase-studybasedmultiplechoiceexam•Manager’sCertificate–requirespassing2three-houressayexamsaftersuccessfullypassinganaccredited10daytrainingcourse(ITILaccreditationdemonstratesthatanindividualhasmetthestandardsassetbyanexaminationcertificationboardcomprisingrepresentativesfromOGC,itSMFandtheexaminingboards.)ITIL®certificationCoreITIL®ServiceManagementProcessesServiceSupport•ServiceDesk*•IncidentManagement•ProblemManagement•ConfigurationManagement•ChangeManagement•ReleaseManagementServiceDelivery•ServiceLevelManagement•FinancialManagementforITServices•CapacityManagement•ITServiceContinuityManagement•AvailabilityManagement*ServiceDeskisafunctionnotaprocessSource:ITServiceManagement,ITSMF“ITServicesaretheresolelytosupportthebusinessanditsefficientandeffectiveoperation.”–itSMFITIL®PocketGuideIntegrationSimplificationStandardizationModularity+++Appliedconsistentlyacross:•Businessprocesses•Applications•Infrastructure•Reducenumberofelements•Eliminatecustomization•Automatechange•Usestandardtechnologiesandinterfaces•Adoptcommonarchitectures•Implementstandardprocesses•Breakdownmonolithicstructures•Createreusablecomponents•Implementlogicalarchitectures•LinkbusinessandIT•Connectapplicationsandbusinessprocesseswithin&outsidetheenterpriseYoudon’tbuyanAdaptiveEnterprise.Youbuildit.Business“FrontWheel”AlignmentIT“SpectacularResults”AlignmentBusinessIT“We’rebehindyoualltheway”Align