What is IT Service Management
• The management of IT services to support one or morebusiness areas
• A set of process and procedures aimed at the provision of high quality, cost effective IT
Services– Driven by business dependency upon IT
• The best definition and independent guidelines for IT ServiceManagement can be found in ITIL
The Four Ps IT Service Management (ITSM) is all about the efficient, effective and economical use of:
• People
– Customers, Users & IT Staff
• Processes
– ITIL
• Products
– Tools and technology
• Partners
– Vendors and Suppliers
ITIL Philosophy
• Capture industry “best practice”
• Organizations should adopt and adapt
• Scalable — organization size and need
ITIL Objectives
• Reduce Costs
• Improve Availability
• Tune Capacity
• Increase Throughput
• Optimize resource Utilization
• Improve Scalability
Service Support
• These are the more “Day to Day” processes which supports
Service Management
• Typically tend to be more “Reactive” than “Proactive”
• Made up of 5 Processes and 1 Function
– Service Desk (Function)
– Incident Management
– Problem Management
– Configuration Management
– Change Management
– Release Management
Service Delivery
• These are the more longer term planning type processes
which supports Service Management
• Typically tend to be more “Proactive” than “Reactive”
• Made up of 5 Processes
– Service Level Management
– IT Service Continuity Management
– Finance for IT Management
– Availability Management
– Capacity Management
Who Is Doing This?
• Government
• Financial services
• Insurance
• Manufacturing
• Publishing
• Outsourcing companies
• Utilities
ITIL Results
Proven Results:
(IDC study of companies who implemented ITIL solutions)
>50% decrease in system & network downtime
>30% improvement in IT staff productivity
>25% improvement in bringing new services online
Summary
• ITIL will change your IT organization into a strategic, business-oriented
delivery operation for IT services, as opposed to simply a tactical provider
of technology
• It will help your IT operation run more like a business. ITSM is an industry
standard that applies best practices to people, processes and technology
across boundaries
• Keep costs in check – By operating with optimal efficiency and existing
resources
• Deliver the highest possible quality of service to internal and external
customers – By catching problems before they happen and maximizing
the performance, availability and capabilities of IT services
• Adapt to change quickly and smoothly – By taking advantage of
unprecedented flexibility and agility
• Make the most of opportunities – By freeing up human and system
resources to pursue new initiatives or business prospects or deal with
competitive threats
