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Implementing ITIL *

Implementing ITIL *. Why, how, when, & what I’ve learned. Table of contents. What is ITIL? Basic Principles How to Use I t Bend It to Suit Your Needs Why ITIL Works When ITIL Won’t Incompletely Tailored Improper Launch Payoff.

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Implementing ITIL *

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  1. ImplementingITIL* Why, how, when, & what I’ve learned

  2. Table of contents What is ITIL? Basic Principles How to Use It Bend It to Suit Your Needs Why ITIL Works When ITIL Won’t Incompletely Tailored Improper Launch Payoff Fig 1. Total service-impacting issues by month after ITIL implementation.

  3. Basic principles What is ITIL?

  4. What is Itil? • An acronym. • “Information Technology Infrastructure Library.” • A way to find order in chaos. • ITIL provides a framework that allows a company to categorize problems, sort them through a workflow, and discover solutions much more rapidly than relying on an organic process.

  5. Basic principles UsingITIL

  6. Basic Itil jargon • Service- Do you deliver it? Do your customers need it, or you need it to serve your customers? Then it’s a service. • Problem- An aspect of a service that is not functioning properly. If left alone long enough, will become an incident. • Process fails • Alerts

  7. Basic Itil jargon • Incident- A service-impacting issue. Requires triage time to resolve and typically impacts a company’s customers. • Hardware failures • Outages • Change- A planned alteration to a service. Mitigates problems, and resolves incidents. • Also introduces new risk.

  8. Making itil work for your company ITILbest practice

  9. SAMPLE ITIL Process Flow Production QA/Ops/Prod Operations

  10. Learning from past failures ITILDisasters

  11. Imbalanced Implementation Effect: Not enough emphasis on the power of Change. Problem Management has no voice.

  12. Communication Breakdowns Effect: Problem Management knows what’s wrong, but Incident Management and Change Management can’t work together to prevent future problems until information is relayed through the middle man. ?

  13. Stuttering Start Effect: Implementing ITIL piecemeal causes pain down the line. The late starters may have difficulty finding advocacy or streamlining the process to suit a full-fledged ITIL. ? ?

  14. True stories of itil payoff ITILFor the win

  15. Talking at you for a moment

  16. Questions? Thanks for listening. :]

  17. Appendix Resources for Presenting

  18. Appendix • DIGITAL: PDF • An annotated follow-along .PDF for tablets and smartphones. • E-mail out before the presentation. • PRINTABLE: NOTES • For those who prefer to take notes on pen and paper. • Print and hand out before the presentation.

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