ITIL Overview - PowerPoint by isbangee

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									Microsoft® Office Visio® Professional 2007 for IT Putting Visio into Practice:

ITIL Overview
Presenter: Date:

ITIL Goals
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Align IT services with current and future needs of businesses and customers Improve quality of IT services delivered Reduce the long-term cost of service provisioning

What is ITIL?
ITIL: information technology infrastructure library  Best practices in management of IT service processes  Developed by UK Office for Government Commerce (OGC)  Areas of focus


service delivery service support. Security and Risk mgmt Infrastructure Mgmt Application mgmt From “what” to “how”-the business viewpoint of IT


Recently added
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Why ITIL is important
Gartner, 2005 “Six in 10 IT projects fail because people underestimate or fail to build correct infrastructures to support the projects.” “Fully adopting an IT service management strategy can cut an organization's cost of IT ownership by about 50%.”
What Is Your Familiarity With or Use of ITIL? Never heard of it before now Know that it has something to do with IT management processes and best practices Have used ITIL to help document incident and problem management processes Currently use multiple ITIL management process guides Survey responses Source: Gartner Research (December 2004) 2003 27% 42% 14% 17% 138 2004 22% 36% 16% 25% 164

Why ITIL is important
Forrester, 2005 "2005 will be the year when ITIL goes mainstream." “Around 12% to 13% of $1 billion-plus companies have implemented ITIL in some way, shape, or form.”

“ In a survey of 65 CIOs, 3% identified ITIL as their primary process methodology.”
“Interest in ITIL is especially evident in governmental institutions and in certain geographies, particularly Holland, the UK, and Canada.”

Why is ITIL important


The IT Service Management Forum membership has almost tripled over the past three years, from 550 to roughly 1,600 U.K. ITIL publisher The Stationery Office, reports that about one-third of ITIL-related traffic on its Web site comes from the U.S.
Source: Network World, 2004

Service Management Processes

Service Delivery
Service Level Management Maintain and improve IT service quality.

Service Support
Incident Management Restore service quickly when an incident occurs

Financial Management Stewardship of IT assets and resources

Problem Management Minimize impact of incidents on business

Capacity Management Meet capacity and performance requirements

Change Management Utilize standardized methods to resolve change-related Incidents

Availability Management Deliver required levels of availability

Configuration Management Provide accurate information on system configurations

Continuity Management Ensure that IT functions can be recovered within agreed time frame

Release Management Plan and oversee successful SW/HW rollout

Gartner Research Study 12/04

Gartner Research Study 12/04

What Models Are You Planning to Standardize on for IT Operations? ITIL (only) 31% CobiT (only) 4% CMM (only) 3% ISO 9000 (only) 3% Six Sigma (only) 7% All of the above 1% ITIL & CobiT or CMM 13% ITIL & ISO 9000 or Six Sigma 19% None of the above 19% Survey responses 134 Source: Gartner Research (December 2004)

ITIL Version 3

Scheduled for release May 2007

Continual Service Improvement Service Operation Service Transition Service Strategies Service Design

ITIL Process Documentation
Use Visio 2007 Professional for all ITIL diagram types  Basic and Cross Functional Flowchart  Workflow diagram  Fault tree analysis  Event, Input-Process Output  Detailed network diagram, end user devices  Helpdesk shapes-problem, incident, service desk, KB  Service Level Mgmt Shapes: SLA, OLA, RFC, CI, flags, error fault/failure  Drill down analysis (pivots for fault analysis, or problem drilldown)  Various types of data and application flows  Communication perspective: Website Map, project timeline, org chart  Block drawing for conceptual analysis

Example: Visio ITIL Process Flow

Use Visio 2007 Pro ITIL template


Standardize flows for incident and problem mgmt. as per ITIL guidelines

Incident Mgmt

Service Desk

Service Level Service Request

Availability Problem Mgmt

Capacity Change Mgmt

Financial Management For IT Servces Release Mgmt

Configuration Management Database

Service Continuity

Example: Process Flow Data
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Data graphics Generate dynamic data views from static diagrams

Example: IT Fault Analysis
Easily create fault tree diagrams using the Visio stencils
Data Graphic – Event
Information Systems failure Q mean 0.0022


Import production data from an Excel file or Database

Data Graphics show the context of data

Data Graphic – End Event

Link the data to Visio shapes and display the data using Data Graphics
Q mean Sensitivity Value 1.01 0.0005

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