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ITIL in the Real World :

ITIL in the Real World : NYU Leverages ITIL Best Practices to Enhance IT Organizational Processes and Service Delivery. Presented by Ben Maddox, NYU Information Technology Services Ben.maddox@nyu.edu or 212-992-9298.

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ITIL in the Real World :

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  1. ITIL in the Real World: • NYU Leverages ITIL Best Practices to Enhance IT Organizational Processes and Service Delivery Presented by Ben Maddox, NYU Information Technology Services Ben.maddox@nyu.edu or 212-992-9298

  2. Information Technology Infrastructure Library (ITIL) and Information Technology Services (ITS) at NYU • New York University at a Glance • About Information Technology Services (ITS) at NYU About ITIL: Overview Key Components ITIL in Action: Strategic Planning, A Critical Element Mapping ITIL Processes to ITS Initiatives ITIL and ITS: Lessons Learned, Next Steps Summary

  3. New York University at a Glance • The nation’s largest private University, at over 50,000 students and more than 14,000 employees • Large and complex fiscal and physical operation • Consistently ranked as one of country’s more “wired” campuses • Impacted by HIPPAA, FERPA, Graham Leach Bliley and other regulatory policies • Currently implementing Active Directory • One central IT organization, but schools, divisions and departments may have local support teams, systems administrators and tools.

  4. About Information Technology Services at NYU • In advancement of the NYU community’s commitment to teaching, learning, research, and public service, the purpose of NYU Information Technology Services is • to serve, • to lead, • to innovate • with services that are readily available, responsive, reliable and cost-effective. • — ITS Mission Statement, adopted 1999

  5. Office of the Associate Provost & Chief Information Technology Officer (CITO) • Leadership and coordination of University IT strategy, policies, and services; IT-related planning, compliance, and continuity services. About Information Technology Services at NYU: Structure .edu Services Enterprise Computing & Support Services Communications & Computing Services • Technology services for faculty and students, in support of research, scholarship, and instruction; Internet2 resources; computer labs, ResNet services, classes, and more; development and management of web, email, and NYUHome portal services, and of strategic technology initiatives. • IT helpdesk services for all faculty, students, and staff, and application development and support for core University administrative systems; desktop support, accounts, training, publications, directory, database, and application security services; SIS, Albert, HRIS/PASS, fame, BSR Advance, Data Warehouse, BIA, eReports, Brio, Remedy, and more. • Operation, management, evolution and security of NYU's large-scale technology infrastructure providing voice (telephone) and data network services, and computing resources supporting a wide range of essential, computer-based University services. — Adapted from http://www.nyu.edu/its/about/

  6. About ITIL: Overview • Developed in late 1980s in the UK in response to growing dependence on IT • Now a public body of knowledge for Service Management best practices • Helps organizations improve service levels and reduce the cost of IT operations • A framework, defining ten interlocking processes for service support and service delivery • Also provides guidance on IT security, business management, and other topics • The ten ITIL processes are described in two volumes: • - Service Support focuses on management of essential operational processes • - Service Delivery on strategic management of the IT services

  7. About ITIL: Key Components Service Support Service Desk* Incident Management Problem Management Configuration Management Change Management Release Management *A function, not a process. Service Delivery Service Level Management Financial Management for IT Services Capacity Management IT Service Continuity Management Availability Management — Adapted from ITIL training material.

  8. About ITIL: Key Components (continued) Service Support Service Desk* Incident Management Problem Management Configuration Management Change Management Release Management *A function, not a process. Service Delivery Service Level Management Financial Management for IT Services Capacity Management IT Service Continuity Management Availability Management

  9. ITIL Best Practices Framework — may include other frameworks or guidelines Organizational and institutional strategy and alignment STRATEGIC PLANNING BEST PRACTICES ITIL Projects, Services initiatives and organizational culture PROJECTS & INITIATVES ITIL in Action

  10. ITIL in Action ITIL and Strategic Planning & Initiatives • The alignment of IT and business, mapping product and service delivery to institutional planning and identified needs, is strongly emphasized the ITIL framework. • Over the course of the last two years, ITS has provided ITIL Essentials Training or workshops to more than 50 staff members of our staff. In addition, staff members take advantage of tuition remisson and workshop offerings in project management, service delivery and communication. • ITS is committed to long term strategic and tactical partnerships with academic and operational units. These includes areas directly recommended by ITIL best practices, such as the strengthening of service delivery, service support, and continuity and availability management.

  11. Mapping ITIL Processes to ITS Initiatives *A function.

  12. Mapping Processes: Service Support (continued)

  13. Mapping Processes: Service Support (continued)

  14. Mapping Processes: Service Support (continued)

  15. Mapping Processes: Service Support (continued)

  16. Mapping Processes: Service Support (continued)

  17. Mapping ITIL Processes:Service Delivery

  18. Mapping Processes: Service Delivery (continued)

  19. Mapping Processes: Service Delivery (continued)

  20. Mapping Processes: Service Delivery (continued)

  21. Mapping Processes: Service Delivery (continued)

  22. ITS and ITIL: Asking the Right Questions Where do we want to be? Vision and business objectives Where are we? Assessment How can we get where we want to be? Process improvement How do we know that we have arrived? Metrics — Adapted from IT Service Management, an introduction, a publication of the IT Service Management Forum.

  23. ITIL & ITS: Lessons Learned, Next Steps • Process enhancement is incremental - take the long look • Use the framework to connect the dots of initiatives and build a portfolio • Integrate support planning earlier in our product and service development cycles, so that the products we release are easier to use and support. • Ask your client communities what will support their business and leverage ITIL to mapp your initiatives • Resource limitations will impact your timelines • Make noticeable improvements in procedures people have to follow to get ITS services. • Mitigate the impact of service disruptions by using innovative notification approaches. • Work with other help-providing groups at NYU to coordinate services more effectively. • Intensify our use of metrics in driving improvements and of the Remedy trouble ticket system to track problems, identify trends, and evaluate the effects of improvement measures introduced.

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