What is ITIL and why Should care 2 Diane hoschler Sr ITSM Solution Architect HP Consulting Integration Diane.Hoschler@hp.com 916785-0991 p december 2004 c 2004 Hewlett-Packard The information cont ained herein is subject to change without notice
© 2004 Hewlett-Packard The information contained herein is subject to change without notice What is ITIL and Why Should I Care? diane hoschler sr. itsm solution architect december 2004 Diane Hoschler Sr. ITSM Solution Architect HP Consulting & Integration Diane.Hoschler@hp.com 916 785-0991
The big shifts in business All processes and content are being transformed from physical and static to digital, mobile and virtual The demand for simplicity, manageability and adaptability is changing how the company works and organizes, buys and uses technology. With acquisitions, need to embrace Standards to Horizontal, heterogeneous, networked organizatio improve connection and use common language
The big shifts in business All processes and content are being transformed from physical and static to digital, mobile and virtual. The demand for simplicity, manageability and adaptability is changing how the company works and organizes, buys and uses technology. Horizontal, heterogeneous, networked organization. With acquisitions, need to embrace Standards to improve connection and use common language
CIO VS CEO Priority ClO Management Priorities 1.Increase Business Efficiency through IT-enabled process improvement 2. Align IT and business goals 3. Improve internal customer satisfaction Magazine 4. Create competitive advantage through IT 5. Control it costs CEO Management Priorities for IT 1. Align IT and business goals 2. Increase Business Efficiency through IT-enabled process improvement 3. Create competitive advantage through IT 4. Improve internal customer satisfaction 5. Control IT costs 60% of CeOs Say IT is aligned with their goals
CIO vs. CEO Priority 60% of CEOs Say IT is aligned with their goals. CIO Management Priorities 1. Increase Business Efficiency through IT-enabled process improvement 2. Align IT and business goals 3. Improve internal customer satisfaction 4. Create competitive advantage through IT 5. Control IT costs 1. Align IT and business goals 2. Increase Business Efficiency through IT-enabled process improvement 3. Create competitive advantage through IT 4. Improve internal customer satisfaction 5. Control IT costs CEO Management Priorities for IT CIO M a g a z i n e
ClO balancing act Maximize return Increase agility Improve business results, grow revenue Enable the business and earnings, cash flow, and reduced organization and operations to cost of operations adapt to changing business needs Minimize risk: Improve performance Ensure security and continuity of Improve business operations nternal business operations, while performance end-to-end minim izing exposure to external risk across the enterprise factors Increase customer and employee satisfaction
Minimize risk: • Ensure security and continuity of internal business operations, while minimizing exposure to external risk factors Maximize return: • Improve business results; grow revenue and earnings, cash flow, and reduced cost of operations Improve performance: • Improve business operations performance end-to-end across the enterprise • Increase customer and employee satisfaction Increase agility: • Enable the business organization and operations to adapt to changing business needs CIO balancing act
Defining, Measuring and Assessing "Agility time Speed at which infrastructure changes can be implemented Breadth of change that can be range ported or introduced Level of effort cost and risk ease required to introduce and support change
Defining, Measuring and Assessing “Agility” ease Level of effort, cost, and risk required to introduce and support change. range Breadth of change that can be supported or introduced. time Speed at which infrastructure changes can be implemented
OK, then what is an /T Service? p A set of related components provided in support of one or more business processes The service will comprise of a range of Configuration Item types, but will be perceived by the customer and users as a self contained, single, coherent entity. Source: A dictionary of IT Service management Terms, Acronyms and abbreviations
“A set of related components provided in support of one or more business processes. The service will comprise of a range of Configuration Item types, but will be perceived by the customer and users as a selfcontained, single, coherent entity.” Source: A dictionary of IT Service management Terms, Acronyms and Abbreviations OK, then what is an IT Service?
What is an T Service? FedEx PeoplePeople Processes Processes Technology Technology Public Infrastructure Public Infrastructure
What is an IT Service? IT People Processes Technology Public Infrastructure FedEx People Processes Technology Public Infrastructure
Either your Infrastructure determines your Service Level ○r Your Service level defermines your Infrastructure
Either your Infrastructure determines your Service Level Or Your Service Level determines your Infrastructure
How we gof here 1980s 1990s Today Automating the back the fronto automatin automating the it infrastructure's abilit oftice office to adapt to every business decision Emphasis Emphasis Emphasis Stability Speed Effectiveness Reliability Efficiency + stability Reliabilit Speed + RolT Horizontal architecture Silos of technology inflexible to change, over-provisioned Stable, flexible, supply matches demand
How we got here… Today Automating the IT infrastructure’s ability to adapt to every business decision Emphasis: Effectiveness +Stability +Reliability +Speed +RoIT 1990s Automating the front office Emphasis: Speed Efficiency 1980s Automating the back office Emphasis: Stability Reliability Horizontal architecture stable, flexible, supply matches demand Silos of technology inflexible to change, over-provisioned
What is TL? Information Technology infrastructure Library Result of years of analysis and research Currently consists of 7 books providing guidance on the planning, delivery and management of quality IT services to support their business THE de facto global standard of IT Service Management best practices ITIL is Vital! It's not a question of whether you're doing /T Service Management or not . it's a question of how well- or poorly you're doing it!
Information Technology Infrastructure Library • Result of years of analysis and research • Currently consists of 7 books providing guidance on the planning, delivery and management of quality IT services to support their business. • THE de facto global standard of IT Service Management best practices • ITIL is Vital! It’s not a question of whether you’re doing IT Service Management or not… it’s a question of how well - or poorly - you’re doing it! What is ITIL?