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Transcript of ITIL Introduction
- 1. ITIL Introduction Linpei Zhang April, 2006
2. Whats ITIL?
- ITIL (Information Technology Infrastructure Library) is a framework of best practices approaches intended to facilitate the delivery of high quality information technology services.
- - Wikipedia
3. Okay, what exactly is ITIL?
- A series of publications
- Best Practices for IT Service Management
- Worldwide Industry standard
- Management Philosophy
4. Brief History of ITIL
- The Central Computer and Telecommunications Agency of United Kingdom first published elements of ITIL in 1989.
- The intention is to improve the management of IT services in UK Central Government
- Contributed to by expert IT practitioners around the world.
- The UK Office of Government Commerce was established in 2000 and incorporates the CCTA.
- The OGC now owns ITIL and is responsible for its maintenance and further development
5. ITIL Publications 6. Putting them into context 7. ITIL is the industry standard
- Widely accepted in Europe, Asia and Australia
- 170,000 ITIL certified professionals worldwide
- Over 10,000 companies adopted ITIL worldwide
- Started to gain momentum in United States
- Over 2000 people attended itSMF USA Conference in Chicago, 2005, the ITIL trade show, representing over 700 companies
- More than 1000 IT Professionals got ITIL certifications every month since 2005
8. Whos Using ITIL
- Procter & Gamble
- Capital One
- British Petroleum
- UK Government Communications Headquarters
- US Army
- Oklahoma City
9. ITIL Tools
- Over 100 Vendors
- Well know tools supporting ITIL
- HP Openview Service Desk
- Remedy Strategic Service Suite
- CA Unicenter Service Desk
- Peregrine Service Center
10. Frameworks Based on ITIL
- HP ITSM Reference Model
- a model that combines ITIL and industry-standard best practices with years of HP knowledge and experience.
- Microsoft Operations Framework (MOF)
- Applying the principles of ITIL to the Microsoft technology platform, MOF provides a foundation to help IT organizations meet the challenges
11. Other useful frameworks focus on IT efficiency
- COBIT (Control Objectives for Information and Related Technologies)
- CMM (Capability Maturity Model)
- Six Sigma
- Balanced Scorecard
12. International Industry Standards
- Published by BSI (British Standards Institution) in 2000 as national standard for UK
- Published by ISO (International Organization for Standardization) on 12/15/2005
- The first International standard for IT Service Management. Its based on and has superseded BS15000.
- Both standards are based heavily upon ITIL
13. ITIL Philosophy
14. ITIL Philosophy One - Service
- IT Service Management (ITSM) means managing IT as aservicebusiness.
- Deploy and manage resources to a discrete set ofdefined services
- Thinking ourselves asService Providers
15. What kinds of services are we providing?
- Application Services
- Construction Services
- Support Services
- Network Support Service
- Application Maintenance Service
- Database Maintenance Service
- Infrastructure Maintenance Service
- Management Services
- Statistics and report
- Communication and Training
16. Behave like Service Providers
- Align IT services to the customer and business needs. Find out what the customer needs and make those services available
- Partner with the customer to create new ways of doing business. Create new competitive advantages.
- Increase the quality of the existing services by organizing around services and working to make those service efficient
17. Realize the promiseWe care about our Customer!
- Documenting, negotiating and agreeing Customer and business quality targets and responsibilities in Service Level Agreements (SLAs)
- Regular assessment of Customer opinions in Customer Feedback and Customer Satisfaction Surveys
- IT personnel regularly taking the Customer journey and sampling the Customer experience
- IT personnel taking the Customer and Business perspective and always trying to keep Customer interactions as simple and enjoyable as possible
18. Expected Results
- Alignment Better match IT capability and costs to business needs
- Efficiency Extend existing resources
- Reliability Ensure consistent performance
- Agility Response to business and technology-driven changes
19. ITIL Philosophy Two - Quality
- Quality is the degree to which a set of inherent characteristics fulfils requirements as in ISO 9000
- Service Quality is about ensuring customers get what they want as inManaging Service Quality
- Quality is a interactive term. Its all about satisfying and exceedingCustomer Expectations .
20. What does that mean?
- High quality of the product cannot be achieved without understanding what customer wants (requirements)
- Quality cannot be measured without asking the customers opinions
- High quality service cannot be delivered without thinking in customers perspective
21. How Customer Evaluate Service Quality?
- Did the service satisfy my expectation?
- Can I get the same service next time?
- Is the service provided by a reasonable cost?
22. A High Quality (Pleasant) Dining Service
- Reception desk
- Take order
- Food delivery
- The quality of the dinning service is based on the quality of ALL the services above!
Question:How to improve the quality of our IT Services? How can you contribute? 23. Continuously Improve Service Quality How do we keep the momentum going Where are we now? Current process & procedures Current challenges & problems Where do we want to be? What are the priorities? How do we bridge the gap? How do we get where we want to be? Informed planning Experienced execution Are we improving? Did we get to where we wanted to be? Strict control Status communication 24. How to get there - Quality Improvement Model
- Deming Circle (PDCA)
- Plan : Plan ahead for change. Analyze and predict the results.
- Do : Execute the plan, taking small steps in controlled circumstances.
- Check : Study the results
- Act : Take action to standardize or improve the process
25. ITIL Philosophy Three - Process
- A process is a specific ordering of work activities across time and space, with a beginning and an end, and clearly defined inputs and outputs: a structure for action. ... Taking a process approach implies adopting the customers point of view. Processes are the structure by which an organization does what is necessary to produce value for its customers.
- - Thomas Davenport,Process Innovation
26. Characteristics of Proces