ITIL for App Support (ITMPI CHICAGO)
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Improving Application Support with ITIL Service Management April 29, 2010 Achieve your critical IT objectives and demonstrate the value of IT Presented by
Transcript of ITIL for App Support (ITMPI CHICAGO)
Improving Application Support with ITIL Service ManagementImproving Application Support with ITIL Service Management
April 29, 2010
Achieve your critical IT objectives and demonstrate the
value of IT
Achieve your critical IT objectives and demonstrate the
value of IT
Presented by
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“Most companies spend too much [on IT ] and get very little in return.”
Larry Ellison, founder of
Oracle
Businesses are increasingly demanding value from IT.
IT Organizations are trying to demonstrate value, while continuing to support the
business.
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Many IT organizations are successfully using ITIL as a
way to demonstrate value to the business.
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How can we use ITIL to better manage and measure our IT Service
Delivery?
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Use ITIL’s best practices to demonstrate IT’s value and achieve your IT Objectives.
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Step #2: Understand ITIL
Gain a basic understanding of how ITIL can be used to achieve IT objectives and demonstrate value.
Step
#2
What is
ITIL?
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ITIL is the definitive
framework forIT Service
Management (ITSM)
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The ITIL Service Lifecycle has five phases.
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The ITIL Service Life Cycle
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Step #3: Apply ITIL to Application Support
Use ITIL to achieve IT Objectives and demonstrate the value of
Application Support.
Step
#3
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Use ITIL to reduce the cost & improve the value of Application
Support
Use Service Strategy to align Application Support with the business’ goals & objectives
Use Service Design to define formal Service Level Agreements
Use Service Transition to minimize disruptions due to application service changes
Use Service Operations to manage work, control costs, track schedules, and measure performance
Improve quality and service performance with Continual Service Improvement
ITIL Service Management can be used to achieve IT Objectives.
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Service Strategy(ALIGNS Application Support)
Purpose: Define “WHAT” the business expects from Application Support.
Value: Allows the Application Support Team to understand the following:
• Application Support Services to be provided• Costs / Risks associated with the Application Support
function• Capacity requirements for service delivery
Phase Outcome
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Service Design(ALIGNS Application Support)
Purpose: Design and document “HOW” the Application Support Team will provide its services.
Value: Designs a Service Solution that includes the following:
• Components of the Application Support Service• Service Level Commitments• Communication CommitmentsPhase Outcome
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Service Transition(ALIGNS Application Support)
Purpose: Set up the Application Support Team and implement its processes and tools.
Value:Ensures that the Application Support Team is transitioned into Production with minimal risk of service disruption.
Phase Outcome
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Service Operation(allows you to MANAGE and MEASURE Application Support)
Purpose: Deliver the services specified in the Statement of Work at the agreed upon service levels.
Value:The Application Support Team:• Maintains the stability of the
applications • Maintains the availability of the
service• Controls demand• Achieves service level goals.
Phase Outcome
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IncidentProcess
Application Lifecycle Management
Process
ProblemProcess
Request Fulfillment
Process
Service Disruptions
Permanent Fixes
Service Requests
Technical Support Calls
Application Maintenance
Application Enhancements
Service Operation(Standard Work Processes)
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CAI P
roce
ss
Tem
plat
e
Customer Process
TRACER®
Service Operation(Standard Work Processes)
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DATA
Service Operation(Standard Processes ensure consistent data.)
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METRICS
DATA
Service Operation(Standard Processes enable accurate metrics.)
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Service Operation(Data, Metrics, and SLA’s enable performance reporting.)
Service Level Goals
KPI Service Level
Target
ActualService Level
Performance
Key Performance
Indicator
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Continual Service Improvement(IMPROVES Application Support)
Purpose: Look for ways to improve the efficiency and effectiveness of the Application Support service.
Value:Provides an external view of the team’s activities as well as insights into how to improve the team’s performance.
Phase Outcome
Examine Work Data
to determine where
to focus your attention.Classification Requests Hours
Manual Cust. Assistance 145 148
Application Consulting 73 94
Report Request 30 25
Operations Scheduling 27 25
User Guidance 11 12
Technical Troubleshooting 9 12
Data Manipulation 6 13
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Man
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ITIL Service Life Cycle… (for Application Support)
Service Assessment
Findings
Service Level
Agreement
Transition Plan
Standard Processes
DataMetri
csPerformance
Reports
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ITIL Service Life Cycle… (for Application Support)
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Many IT organizations are successfully using ITIL.
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How can ITIL improve
Application Support?
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We reviewed 3 Steps…Step #1: Recognize that Application Support is an important service
Step #2: Understand ITILStep #3: Apply ITIL to Application Support
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Use ITIL’s best practices to demonstrateApplication Support’s value and
achieve your IT Objectives.
Presented by
