WHY DO WE NEED TO KNOW ITSM?

 Alignment in Business – needs and whys

 Repeatable and scalable processes
 Defined roles and responsibilities
 Increased productivity
 Satisfied end users with realistic expectations
 Shorter gaps between detecting incidents and solving them
 Prevention of IT issues before they happen.
 Ability to identify and address repeat problems
 Analytics to measure and improve IT’s performance

 IT can react quickly to change and innovation in the market

 Better IT availability and performance means employees get more done

 IT issues are less common, less impactful, and less costly

 Employees know what services are available and how to use them

 IT provides better service at a lower cost

 Business complies with regulatory requirements no one wants to think

about.

ACCORDING TO THE SPEAKER:

 PROBLEMS ARE “REPEATED INCIDENCE”

 ITSM DEALS WITH PROBLEM MANAGEMENT AND INCIDENT
MANAGEMENT.
 IN BUSINESS, “TIME IS MONEY”
 HOW DO WE LEARN ITSM?

 BiSL - Business Information Services Library

 COBIT- A framework for the governance and management of

enterprise IT.

 ISO/IEC 20000 - A service management system standard from

International Organization for Standardization (ISO)

 MOF - The Microsoft Operations Framework

 Six Sigma - a methodology with tools and techniques for process

improvement

 ITIL - IT Infrastructure Library

WHAT IS ITIL?

 ITIL stands for IT Infrastructure Library. It is a framework for

service management and its based on service life cycle. It consists
of five lifecycle stages each of which has supproting publication.

ITSM VS ITIL

 ITSM IS THE PRACTICE OF DELIVERING IT SERVICES AND SUPPORT

THE INTERNAL CUSTOMERS THROUGH THE USE OF PEOPLE,
PROCESS, AND TECHNOLOGY.
ITIL IS BEST PRACTICES FRAMEWORK GOVERNING HOW ITSM IS
DELIVERED.
FIVE BOOKS COMPRISING THE ITIL

1. SERVICE STRATEGY
2. SERVICE DESIGN
3. DESIGN TRANSITION
4. SERVICE OPERATION
5. CONTINUAL SERVICE IMPROVEMENT

IT SERVICE LIFECYCLE (PHOTO)

1. SERVICE STRATEGY - outlines business goals and requirements needed to

service customers and those includes the following ITIL PROCESSES:

 strategy management for it services

 service portfolio management
 financial management for it services
 demand management
 business relationship management
2. SERVICE DESIGN - offers guidance for designing, changing, and improving
services and consumed by business end-users in order to perform their jobs.
This stage encompasses:

 DESIGN COORDINATION
 SERVICE CATALOGUE MANAGEMENT
 SERVICE LEVEL MANAGEMENT
 AVAILABILITY MANAGEMENT
 CAPACITY MANAGEMENT
 IT SERVICE CONTINUITY MANAGEMENT
 INFORMATION SECURITY MANAGEMENT
 SUPPLIER MANAGEMENT
3. DESIGN TRANSITION - processes guide the activities necessary for building and deploying IT
services, including:

 TRANSITION PLANNING AND SUPPORT

 CHANGE MANAGEMENT
 SERVICE ASSET AND CONFIGURATION MANAGEMENT
 RELEASE AND DEPLOYMENT MANAGEMENT
 SERVICE VALIDATION AND TESTING
 CHANGE EVALUATION
 KNOWLEDGE MANAGEMENT

4. SERVICE OPERATION - identifies and defines key processes related to the service desk,
technical management, application management, and IT operations teams effectively delivering
services. This stage involves:

 EVENT MANAGEMENT
 INCIDENT MANAGEMENT
 REQUEST FULFILLMENT
 PROBLEM MANAGEMENT
 ACCESS MANAGEMENT
This stage is also known as TICKETING.

5. CONTINUAL SERVICE IMPROVEMENT - guides the plan for IT service improvements using a
metrics-driven approach. In order to reap the benefits of Continual Servce Improvement (CSI), it
is important to define the key performance indicators (KPIs) for each service or process.
SEVEN-STEP IMPROVEMENT PROCESS

 INVOLVES DEMING CYCLE - plan , do, act, check

ITSM AND ITIL GOES BEYOND IT INDUSTRY AS THESE WERE BEING IMPLEMENTED IN A
DIVERSE RANGE OF INDUSTRY LIKE HIGHER EDUCATION AND MANUFACTURING.
WHERE DO WE START THEN?

PEOPLE FACING ROLES:

SERVICE DESK
BUSINESS RELATIONSHIP MANAGER
SUPPLIER RELATIONSHIP MANAGER

TECHNOLOGY FACING ROLES:

INCIDENT MANAGER
PROBLEM MANAGER
CHANGE MANAGER
ENTERPRISE ARCHITECT
PROJECT MANAGER
SYSTEM DEVELOPER
SYSTEM SUPPORT
CONFIGURATION AND DEPLOYMENT MANAGER
QA AND TESTING MANAGER
IT SECURITY MANAGER
IT SERVICE CONTINUING MANAGER
OTHER ROLES:
STRATEGY ANALYST
FINANCE ANALYST
DEMAND ANALYST
SERVICE PROTFOLIO AND CATALOGUE MANAGER
SERVICE DELIVERY MANAGER
CAREER PATHS