Post on 01-Nov-2014
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12th July, 2007
Introduction to IT Systems Management
- Mukul bhalla
Agenda
• Organization and Policies
• IT Customer Relationship Mgmt
• IT Service Management
• Overview of ITIL
• Processes under ITIL
• Benefits
• Reasons for failure
Organization and PoliciesVisionVision
Mission & Objectives
Policy
Planning
-Time
-Quantity
-Quality
-Cost & Revenue
Tasks & Actions
Implementation
Measurement & Control
I can make money by selling PCs!
Mission statement is a short, clear description of the objectives of the organization and the values it believes in
Combination of all decisions and measures taken to define and realize the objectives
Implementing policies in the form of specific activities requires planning
Realization of planned activities requires action
Actions are allocated to personnel as tasks
Direction & control provided by measurement
Planning Horizon
Business ApplicationTechnical
Infrastructure
1 year
Time
IT Customer Relationship Mgmt
Department Managers
Project Managers
Users
Budget Holders
Business Manager
Change Mgmt
Incident Mgmt
Service Desk
Service Level Mgmt
IT Mgmt
Demand Supply
Operational
Tactical
Strategic
Customer Organization
IT Organization
Support
Service Levels
Strategic Alignment
IT Customer Relationship MgmtPolicy
Report
Evolution of IT Management
IT Service Management
• It is a discipline for managing large-scale IT systems
• Philosophically centered on the customer's perspective of IT's contribution to the business
• Stands in deliberate contrast to technology-centered approaches to IT management
• Has ties and common interests with the process improvement movement (E.g. TQM, Six Sigma, CMM etc.)
• “IT thinking about the delivery of IT to the business” and not
• “IT thinking about the 'information' needs of the business”
IT Service Management (contd)
• Contributing frameworks:– Control Objectives for Information Technology
(COBIT)– Microsoft Operations Framework (MOF)– Enterprise Computing Institute– Information Technology Infrastructure Library
(ITIL)
Overview of ITIL
• ITIL is a framework of best practice approaches intended to facilitate the delivery of high quality IT services
• It is published in a series of books (hence the term Library), each of which covers a core area within IT Management
• The names ITIL and IT Infrastructure Library are Registered Trade Marks of the United Kingdom's Office of Government Commerce (OGC)
Motivation
Key Foundations of ITIL
What ITIL is (not)
Process Orientation
Process Orientation
Quality – cornerstone of ITIL
ITIL Framework (Version 2)
Our focus…
ITIL Processes
Incident Management
Incident Management
Incident Management
Problem Management
Problem Management
Problem Management
Comparison
Change Management
Change Management
Change Management
Configuration Management
Configuration Management
Configuration Management
Comparison
Service Level Management
Service Level Management
Availability Management
• Availability
•Reliability
•Maintainability
•Serviceability
Availability Management
• Business must have clearly defined availability objectives
•SLM must have been clearly set up to formalize agreements
• Percentage availability (uptime)
• Downtime duration
• Downtime frequency
Capacity Management
• Performance Management: Measuring, monitoring and tuning the performance of IT infrastructure components.
• Application Sizing: Determining the hardware or network capacity needed to support new or modified services.
• Capacity Planning: Developing capacity plan, based on CDB.
Capacity Management
• Accurate business forecast & expectations.
• Understanding of IT strategy and planning.
• Predictability of customer demand
• Technology
• Cost
Continuity Management
• Disaster: An event that affects a service or system such that significant effort is required to restore the original performance level.
Continuity Management
• Support and communication throughout the organization
• Dedicated training for anyone involved in the process
• No of identified shortcomings of the recovery plan
• Revenue lost further to disaster
Benefits of ITIL
• Benefits to the customer/user:
– Provision of IT services becomes customer-focused
– Agreements about service quality improves relationship
– Services are described better, in customer language
– Quality, Availability, Reliability and Cost of services are managed better
Benefits of ITIL (contd)
• Benefits to the IT organization:– IT organization develops clear structure– More focus on corporate objectives– More control of infrastructure– Easier to manage changes– Coherent framework for internal and external
(supplier) communication– Process structure provides for effective
outsourcing of elements of IT service
Some Testimonials
• Procter & Gamble– Started using ITIL in 1999 and has realized a
6% to 8% cut in operating costs. – Another ITIL project has reduced help desk
calls by 10%. In four years, the company reported overall
– Savings of about $500 million.
Testimonials (contd)
• Caterpillar– Embarked on a series of ITIL projects in 2000.– After applying ITIL principles, the rate of
achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%.
Testimonials (contd)
• Nationwide Insurance– Implementing key ITIL processes in 2001 led
to a 40% reduction of its systems outages. – The company achieved a $4.3 million ROI over
the next three years
Reasons for failure of ITIL implementation
• Lack of management commitment • Spending too much time on complicated
process diagrams • Not creating work instructions • Not assigning process owners • Being too ambitious • Concentrating too much on performance • Not reviewing the entire ITIL framework
Thank you!