ITIL Overview

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ITIL Overview HIMSS
Jolene McAfee jmcafee_at_bandag.com
April 11, 2008
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First, the problem statement

• Operational costs are too high dont know where
  to cut.
• Cant explain to the business why you need more
  
• Cant explain to the business where their is
  going
• Cant get everything done with the allotted
  people
• Customer satisfaction is lacking
• Service quality is lacking
• Sarbanes Oxley (SOX) compliance

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The Solution

• IT service providers need to be able to adapt and
  respond to the changes required by the business.
• We need to know how to design and develop
  effectiveness and efficiency into the way the
  organization delivers services while being
  flexible and improving the quality of service

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What is ITIL v2?

• Information Technology
• Infrastructure Library

Service Support Configuration Management,
Problem Management, Change Management, Incident
Management, Release Management Service Delivery
Service Level Management, Capacity Management,
Contingency Planning, Availability Management,
Cost Management for IT services (Financial)
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V2 Business IT Alignment
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Service Support
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Service Delivery
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(No Transcript)
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V3 Business and IT Integration
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ITIL v3 Improvements
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(No Transcript)
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What has ITIL done for us?
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The Benefits

• Knowledge of what services are being delivered
  consumed (Catalog of Services)
• Viewed as valued business partner instead of a
  supplier of commodities
• IT Governance Sarbanes Oxley compliance
• Process improvement reducing costs

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Lessons Learned

• Use common sense
• Use internal folks when available
• Formally train champions
• Implementation is not a one time deal
• Didnt require acceptance from other business
  units we communicated value to the business
• Take ownership

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Metrics - KPIs
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Metrics
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Service Metrics
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Moving forward
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Resourceshttp//www.itsmfusa.org/mc/page.dohtt
p//www.itsmwatch.com/http//www.itil.co.uk/index
.htmhttp//www.ogc.gov.uk/guidance_itil.asphttp
//www.itilpeople.com/