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ITIL Webinar with Forrester
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Transcript of ITIL Webinar with Forrester
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ITIL For Those Who Don’t Have The Time
Alex D Paul
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Agenda
• ITIL in an era of people who don’t have the time
• What do people think about ITIL?• Breaking the ITIL Mould, The ManageEngine
Way• A Nose Dive into ITIL Implementation
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New Heroes Don’t Have Time
• Impatient - Want Results Now
• Quick, Easy & Reliable
• Products are built for people who don’t have time
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What People think about ITIL
Complicated & Time Consuming Not for SMBs Expensive
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After Training - Where Do I Start?
Too m
uch of
informatio
n
ITIL V3Pink Elephant Certification
ISO 20000
ITIL Process consultants
ITIL V2
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ITIL Process and Software
Training
Consulting
Software &
ImplementationThis is where businesses are lost
in space
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About ManageEngine
• Leader in low cost enterprise IT Management software
• Products span across entire IT Management arena• 90% of the features of the Big 4 at 10% of the price
WebNMS network management oem-ed by Cisco, Nokia, Nortel
Networks, and telcos
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Challenge: Building ITIL Software
• Built-in ITIL Processes works for 80% of businesses• Advanced Users can customize the rest 20%• Customization – Point & Click – no coding required
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ITIL Modules
Service Delivery(Strategy)
• Availability•Capacity•Security•FMITS•SLM•ITSCM
Service Support(Operations)
•Incident •Problem•Change•Release•CMDB
Red Book Blue Book
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Incident Management
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Incident Management
• Incident is a disruption in the normal service
• The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.
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Incident Management - Example
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Incidents and Workarounds
1
2
Search for resolutions from the Incident
Search and Copy Resolutions based on keywords in
incident
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Problem Management
ELIMINATE THE ROOT CAUSE
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Problem Management
• The goal of Problem Management is to find the root cause of incidents and reduce the impact on business.
• It is a proactive approach that prevents recurrence of incidents.
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Problem Management
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Problem Management - SDP1
Problem Record
2Problem Management Process
With analysis
2
How many incidents can be closed if this problem is closed
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Change Management
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Change Management
• The goal of Change Management is to control and manage approved changes with accepted risk.
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Change Management Implementation1 Change Record with Process tabs
2Change Plan Process
CAB Approvals
3
4
Release Management
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Forward Schedule of Changes
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CMDB
• Don’t Complicate CMDB• Implement CMDB start from Critical Servers –• Map services to assets and people using it• Cover points of failure
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CMDB
1
Which Business Service Depends on this asset
2
How many Users will be affected if this asset fails?
3
Paid software in the assets
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ITIL Versions – What is right for me?
ITIL
V2
ITIL
V3
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ITIL V3
Service StrategyService DesignService TransitionService OperationContinual Service Improvement
Core Modules
ITIL V3 gets more focus on BSM
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How ITIL V3 relates to V2
Service Strategy
Serv. Portfolio mgmt
Financial Management
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Summary
• ITIL is commonly perceived as complex, tedious and expensive
• Fast, Easy, and affordable way to ITIL• ServiceDesk Plus has built-in ITIL Service
Support processes, that can customized
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Thanks
Questions
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More Info
Website & 30 day free trial
www.servicedeskplus.com
Online Demo
http://demo.servicedeskplus.com