NAPHIT 2006 Annual Meeting

Information Technology Infrastructure

Library - ITIL
Michael Orr
IBM – Senior Consultant, IBM/Tivoli Services
orrm@us.ibm.com
910-681-0140
ITIL® is a Registered Trademark of the Office of Government Commerce (OGC)

© 2006 IBM Corporation

Presentation Objectives

In thirty minutes
 Answer the questions:
• What is ITIL?
• Why should you care?
• How does it relate with other things you’ve heard
about?
 Case study

© 2006 IBM Corporation

ITIL Defined R
ITIL is a registered trademark of the
OGC (the UK Government's Office of
Government Commerce)
 Information Technology Infrastructure Library
(ITIL)
Service Support
 A library of books describing best practices for IT
Service Management (ITSM) Service Delivery

• Not a “standard” – evolving industry best practices ICT Infrastructure

 Describes goals, activities, inputs & outputs of Management

processes Application
Management
 Specific procedures vary from organization to Security
organization Management

 Worldwide de facto approach to IT management Planning to

Implement
 Open approach – not tied to any vendor Service
Management
 IBM has been involved with ITIL since its inception Software Asset
in 1988 Management

• Currently >3,500 ITIL-certified employees in 37 countries

• Platinum membership in the IT Service Management ITIL
Forum (itSMF)
ITIL

© 2006 IBM Corporation

The ITIL Publications Framework

Planning to Implement Service Management

The Technology
IT Service ICT
The Business

Management Infrastruct
The Service ure
Service
Busines Managem
Support
Support
s ent
Perspec Service
tive Delivery
Delivery (Information
&
Communicati
Security
Security on
Technology)
Management
Management
Applications Management

Source: OGC

© 2006 IBM Corporation

 Service Support Processes

Customers & Users

-RFCs from IT New
staff, users, releases
customers
Release
Management
Service Desk RFC
(Function) Change
Automated Management
Tools RFC
Incident Problem
Incidents s Management
Incident
Management

Configuration
Management CMDB

- -Problems -
-
Inciden Chang Releas
ts -Known es
Source: W. Cook Errors es
Used with Permission

© 2006 IBM Corporation

 Service Delivery Processes

Customers & Users

-
-Inquiries
Communication

-Reports and
-SLAs, OLAs, SLRs, UCs
-Security plans Information Service Level
Management updates
Security
-Service catalog
-Intrusion Management
prevention
-Requirements,
-Security event
targets, achievements
logging
Availability Capacity IT Service
IT Financial Continuity
Management Management Management Management

Alerts, Exceptions & Changes

System Management Tools
IT Infrastructure
Source: W. Cook
Used with permission.

© 2006 IBM Corporation

Benefits of ITIL
 Common language to be used by all participants in implementing ITSM

 Alignment of IT with the business needs

• Work with business units to define standard, repeatable services

 Reduction of long-term costs for IT services

• Repeatable services provides for continued improvement and thus cost reduction.
Think assembly line model
• Balance between effectiveness, efficiency, and cost for special projects

 Improved service quality and responsiveness

• ITIL incorporates quality management strategies

 Provides enhanced structure for regulatory compliance audits

• Standard services provide standard processes, metrics, roles, and responsibilities for
auditing
• Regulatory audit exposures more easily identified for exception projects

© 2006 IBM Corporation

ITIL Certification
Level 1: Foundation Certificate
Examination Focus
 Basic concepts of ITIL
 IT Service Management processes and process interfaces
 The benefits of IT Service Management

Level 2: Practitioner Certificate

Examination Focus
 Varies depending on the particular process area.
 Practitioner exams are available as clustered groups of processes, such
as Config/Change/Release Mgmt

Level 3: Service Manager Certificate

Examination Focus
 Details of all the ITIL process areas as well as practical applications and
implementation issues.

© 2006 IBM Corporation

 Relating IT Management Standards and
Frameworks
CobiT – provides tools to
assess and measure the IT
Baldrige Award – assessment processes in a business
of seven aspects of process
implementation and results
ITIL – a framework of best
practice guidance for IT
Service Management

ISO 9000 – requirements on

the design of processes
involved in design and delivery
CMMI – consists of best
practices that address product
development and maintenance
Six Sigma – uses root cause
analysis to identify process
improvements

© 2006 IBM Corporation

“Sorting Out” the models, standards and frameworks – IBM’s Opinion

CBM4IT (IBM)

PRMIT (IBM)

ITIL V2

ITIL Refresh

CMMi

E-SCM

ISO 9000
ISO 20000

COSO

COBIT

SAS 70

Zachman

Six/Lean Sigma
Practices (common,
good, best)
Audit/Certification
Attestation not Cert
Assessment
Solution Design
Quality Mgmt System
IT Management System

IT Service Mgmt
System
Standard
Process Model
Framework
Capability Model
= Yes, suitable for use = Proceed with caution, not its primary purpose = No, not suitable

© 2006 IBM Corporation

NAPHIT - ITIL Case Study
Department of Health, State of Florida

Customer Profile:
• 160 person IT organization
• 100 associated staff imbedded in business units
• Supports 17,000 users

Motivation for implementing ITSM:

• State legislature applying pressure on costs

Getting Started:
• Started program 11/04
• Focal point received formal education on ITIL
• Education of CIO and Bureau Chiefs; gained executive buy-in
• Previously established process improvement team served as spearhead
• Performed self-assessment using OGC tool

© 2006 IBM Corporation

NAPHIT - ITIL Case Study cont.
Planning
• Developed 6 month awareness and education for organization
• Reviewed starting with CMDB, but found technology insufficient
• Start with Service Level Management, constructed Service Catalog
• Moved to more mature processes, Incident and Problem, to illustrate “quick
wins”

Design
• Process design done in-house, local variations allowed in some areas
• Technology/tool selection done once process understood

Implementation
• Organization-wide roll-out of Service catalog, Incident and Problem
Management
• Had to illustrate organizational level advantages to field to gain acceptance

© 2006 IBM Corporation

NAPHIT - ITIL Case Study cont.
Benefits Realized
• Provides a consistent management structure for handling service requests
from customers
• Reduced the number of outstanding incident tickets that needed cross-team
analysis and resolution
• Assists in aligning our Legislative budget requests with known best practice
endorsed by the Legislature

Future
• Started examining Change and financial management
• Due to legislative funding cuts cost pressures, process improvement team
dissolved, but effort continues

Contact: Monique Emmanual, Monique_Emmanuel@doh.state.fl.us

© 2006 IBM Corporation

ITIL Implementation

Adopt and Adapt

 Adopt ITIL as a common language and reference
point for IT Service Management best practices
and key concepts
 Adapt ITIL best practices to achieve business
objectives specific to each company

© 2006 IBM Corporation

Online Resources
Office of Government Commerce (OGC)
• The “mother ship” of ITIL
• http://www.ogc.gov.uk/
IT Service Management Forum
• Also an excellent source of ITIL publications
• http://www.itsmf.com/
IT Tool Selector
• Online resource for ITIL tools
• http://www.toolselector.com
ITIL Examination Body (EXIN)
• Produces and administers ITIL exams
• http://www.exin-exams.com/

© 2006 IBM Corporation