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Ken’s ITIL Presentation ITIL = IT Infrastructure Library

Ken’s ITIL Presentation ITIL = IT Infrastructure Library. Agenda. Systems vs Service Management Quality Management A Process Lead Approach ITIL ITIL Framework ITIL Maturity audits. Systems vs Service Management. Systems Focus on the individual technical components

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Ken’s ITIL Presentation ITIL = IT Infrastructure Library

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  1. Ken’s ITIL PresentationITIL = IT Infrastructure Library

  2. Agenda • Systems vs Service Management • Quality Management • A Process Lead Approach • ITIL • ITIL Framework • ITIL Maturity audits Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  3. Systems vs Service Management • Systems • Focus on the individual technical components • Technical teams tend to work in silos • KPI’s are usually such things as System Availability times • Service • Focus is on the delivery of the business related “Service” • It is recognised the Services and support for services runs across different support groups so matrix management is needed • KPI’s are service related - such as Service availability or “Delay in call rating” (Vodafone example) Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  4. Quality and Process Management Consolidation of the Level Reached The Demming Circle of Continuous Improvement Plan (Project Plan) Do (Project) Check (Audit) Act (New Actions) Scope Process and Identify Relationships (1) Continuous Quality Improvement Document and Analyse Process (2) Implement Improved Process (4) Design Improved Process (3) Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  5. A Process Led Approach • Set the Policy • A policy is a governing principle that mandates or constrains actions – often the SLA • Have a few simple easy to understand rules, such as: • All security access will be role based • All users will be able to log on to any workstation • Each workstation or server has a standard build • Document the Process • Include a flowchart • Use consistent templates • Document the Procedures • Checklists, work instructions etc • Remember ‘Plan, Do, Check, Act’ • Set practical Quality Measurements • “If you can’t measure it you can’t manage it” • “If you can’t influence it don’t measure it” • Measurements should be easily gained • Team culture that is positively critical and works at standardisation Documentation Process Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  6. Documenting Processes Template Major Headings Overview Process Control Process Goal Process Owner Ownership Responsibilities When Actioned SLA Details Quality Parameters & KPI’s Inputs Prerequisites Inputs Related Documentation Process Enablers Group Responsible Resources Roles Process Process Flowchart Activities Outputs Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  7. Achieving ITIL Based Service Requirements • Management strategy commitment and direction • People with the right skills, training and service culture • Effective Processes (The ITIL Service Management Framework) • The right tools and technology for support • The focus is on Service Management, not Systems Management Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  8. Introducing ITIL • The IT Infrastructure Library was developed by the Office of Government Commerce (OGC) in the UK • It is the most widely accepted approach to IT Service Management in the world • A comprehensive and consistent set of best practices for IT Service Management • Promotes a quality approach to achieving business effectiveness and efficiency in the use of information systems • Is partially in the public domain • Is a framework to be built on and adapted - Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  9. SLAs, SLRs, OLAs • Service reports • Service Catalogue • SIP • Exception Reports • Audit reports Service Level Management • Availability Plan • Design criteria • Targets/Thresholds • Reports • Audit reports • Financial Plan • Types and models • Costs and Charges • Reports • Budgets, Forecasts • Audit reports Availability Management Financial Management SERVICE DELIVERY • IT Continuity Plans • Risk Analysis • Requirements Def’n • DR contracts • Reports • Audit reports • Capacity Plan • Targets/Thresholds • Capacity Reports • Schedules • Audit reports IT Service Continuity Management Capacity Management • Registration • Authorisation • Planning • Control • Evaluation Service Desk Central Point of Contact btwn Users and IT Change Management • Storage • Release build • Distribution • Implementation • Incident Control • Daily contact btwn IT & Users • Business support • Mgmt reporting Incident Management Release Management SERVICE SUPPORT • Incident Control • Problem control • Error control • Pro-active PM • Management reporting • Identification • Control • Status accounting • Verification Configuration Management Problem Management ITIL Framework Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  10. Implement via a Continuous Service Improvement Program Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  11. ITIL Maturity Measures Starting Point After 3 Months After 9 Months Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  12. Benefits ... • Business benefits • Better business IT alignment • More reliable and productable support • Everyone knows what is expected of them • Better motivated staff • Increased staff and IT productivity • Enhanced customer satisfaction • Financial benefits • Cost-justified IT infrastructure and IT services • The cost and impact of implementing Change is reduced and the impact on the business will be minimised • Services are not over-engineered • ’Just in time' Capacity • Appropriate service continuity expenditure Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  13. ... Benefits • Innovation benefits • Clearer understanding of the requirements of the IT service provision will ensure that IT services are delivered that underpin business processes • Increased flexibility and adaptability is likely to exist within the services • Improved ability to recognise changing trends and to adapt quickly to new requirements and market developments ('competitive edge'). • Internal benefits • Improved metrics and management reporting • Improved communications and inter-team working (both IT and Customer) • Process maturity benefits that are repeatable, consistent and self-improving Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  14. References • ITIL - http://www.ogc.gov.uk/index.asp?id=2261 • ITIL Self Assessments - http://www.itsmf.com/bestpractice/selfassessment.asp • IT Service Management Forum – www.itsmf.com • Microsoft Operations Framework (MOF) - http://www.microsoft.com/technet/itsolutions/techguide/mof/default.mspx • MOF is a source of good information about ITIL processes • The New Zealand IT Service Management Forum is currently being formed – www.itsmf.co.nz allows you to register for this forum • www.bs15000.org.uk provides information on the British Standard which is expected to be adopted as the Australian and New Zealand Standard Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

  15. Questions Ken Dixon iE3 Consultant 021 615 626 kend@ie3.co.nz

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