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IT Service Management – the Next Level of IT Maturity

IT Service Management – the Next Level of IT Maturity. Andrius Dienys Blue Bridge, UAB 2003-10-21. IT in Lithuania: A Look Backwards. The start: first PCs some 15 years ago; Infobalt since 10 years Now: the power multiple GHz CPUs extremely large storage capacities

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IT Service Management – the Next Level of IT Maturity

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  1. IT Service Management – the Next Level of IT Maturity Andrius Dienys Blue Bridge, UAB 2003-10-21

  2. IT in Lithuania: A Look Backwards • The start: first PCs some 15 years ago; Infobalt since 10 years • Now: the power • multiple GHz CPUs • extremely large storage capacities • lots of data transmitted fast over vast distances • Do we now have enough power? ... • ... In most cases - probably yes! • What next?

  3. What do we want from IT anyway? • What the organization wants is IT as a COMMITMENT • Specified IT services • At specified times and places • Optimal quality & availability vs. cost • Rather than: “IT as a sum of its parts” • servers, • network • OS, DBMS, ... • applications etc. • Or “Technology excellence”

  4. In Order to Solve What Problems? • IT Alignment with organization’s business goals • Cost transparency (especially the cost of HR) • Risks related to dependence on undocumented yet critical knowledge • Foundation for Outsourcing

  5. How to Achieve? • Concept of Service Level Agreement (SLA) • Supporting Processes: Configuration, Change, Incident, Problem management • In business language: what do we have, who and how can change it, how do we respond to different situations and draw conclusions • Magic words: ITIL, ISO 9000 (?)

  6. THANK YOU!

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