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!