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IT Service Delivery – An IT Service Delivery – An Enterprise ApproachEnterprise Approach

Mark GuidryMark Guidry

October 18, 2007October 18, 2007

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What Is IT Service Delivery?What Is IT Service Delivery?

Service Delivery is the method by Service Delivery is the method by which an organization acquires, which an organization acquires, maintains, supports and operates its maintains, supports and operates its IT infrastructureIT infrastructure• HardwareHardware• NetworkingNetworking• SoftwareSoftware

CustomCustom Vendor suppliedVendor supplied

• SecuritySecurity

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IT Service Delivery - IT Service Delivery - ImplementationImplementation

Often a home grown collection of Often a home grown collection of organizational structures and organizational structures and processesprocesses• ““Ad Hoc” evolutionAd Hoc” evolution• No clear governance modelNo clear governance model• Not process drivenNot process driven• Unclear roles and responsibilitiesUnclear roles and responsibilities• Inflexible – may hamstring the business Inflexible – may hamstring the business

as it grows and evolves as it grows and evolves

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Process FrameworksProcess Frameworks

A Process Framework Provides High level A Process Framework Provides High level Process Structure and DefinitionProcess Structure and Definition• Defines process areas and their relationshipsDefines process areas and their relationships• Supplies a governance modelSupplies a governance model• Does not define process detailsDoes not define process details• Does not specify policiesDoes not specify policies

There Is An Industry Standard Process There Is An Industry Standard Process Framework For IT Service DeliveryFramework For IT Service Delivery

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IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)

Started by British Government as Started by British Government as collection of best practices for IT collection of best practices for IT service deliveryservice delivery

Evolved into an IT governance model Evolved into an IT governance model for service deliveryfor service delivery

De facto standard for enterprise De facto standard for enterprise services delivery - process services delivery - process frameworkframework

ISO standard (ISO 20000/BS 15000)ISO standard (ISO 20000/BS 15000)

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Why Use ITIL?Why Use ITIL? You Don’t deliver consistent services or supportYou Don’t deliver consistent services or support You are in the business of fire fighting rather than You are in the business of fire fighting rather than

deliveringdelivering Your clients come to you with solutions rather Your clients come to you with solutions rather

than problemsthan problems You have cross functional communication You have cross functional communication

problems and silosproblems and silos You are unable to easily answer questions about You are unable to easily answer questions about

your environment and systemsyour environment and systems Poor understanding of capacity and financial Poor understanding of capacity and financial

conditionsconditions

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ITIL Primary ModelITIL Primary Model

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Service Support Process AreasService Support Process Areas

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Configuration ManagementConfiguration Management

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Service DeskService Desk

1111

Incident ManagementIncident Management

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Problem ManagementProblem Management

1313

Change ManagementChange Management

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Release ManagementRelease Management

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Service Delivery Process AreasService Delivery Process Areas

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Availability ManagementAvailability Management

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IT Service ContinuityIT Service Continuity

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Capacity ManagementCapacity Management

1919

Financial ManagementFinancial Management

2020

Service Level ManagementService Level Management

2121

Security ManagementSecurity Management

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What Should You Expect From What Should You Expect From ITIL?ITIL?

Improve the quality and speed of responses to customers

Be Pro-active versus Re-active Reduce the overall number of incidents Find permanent solutions Improve control of SLA performance Improved management decisions using

service and customer centric data Targeted, considered investments to gain

operational efficiencies through use of proven best practices

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ConclusionConclusion

If you’ve done IT Service Delivery If you’ve done IT Service Delivery you will understand ITILyou will understand ITIL

Start small and grow by iterationStart small and grow by iteration• ITIL “out-of-the box” is largeITIL “out-of-the box” is large• No obvious start pointNo obvious start point

ITIL provides an excellent model to ITIL provides an excellent model to improve your IT Service Deliveryimprove your IT Service Delivery

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ReferencesReferences ITIL Originators - www.itil.org.uk/ ITIL Originators - www.itil.org.uk/ ITIL Central - itsm.fwtk.orgITIL Central - itsm.fwtk.org The ITIL 'Open' Encyclopedia - itil.technorealism.orgThe ITIL 'Open' Encyclopedia - itil.technorealism.org The ITIL and ISO 20000 Support Portal - The ITIL and ISO 20000 Support Portal - www.15000.netwww.15000.net Common Myths About ITIL- Common Myths About ITIL-

itmanagement.earthweb.com/netsys/article.php/3615866itmanagement.earthweb.com/netsys/article.php/3615866 Top ITIL Myths - Top ITIL Myths -

itmanagement.earthweb.com/service/article.php/3295251itmanagement.earthweb.com/service/article.php/3295251 Advanced ITIL for the IT Professional Advanced ITIL for the IT Professional

www.nextslm.org/itil/itil_basics.htmwww.nextslm.org/itil/itil_basics.htm

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Backup SlidesBackup Slides

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Process HierarchyProcess Hierarchy

PolicyPolicy – a high-level overall plan – a high-level overall plan embracing the general goals and embracing the general goals and acceptable procedures and processes used acceptable procedures and processes used to implement it. to implement it.

Process – Process – The set of activitiesThe set of activities used to used to achieve a goal defined by the policy.achieve a goal defined by the policy.

ProcedureProcedure – The sequence of steps – The sequence of steps required to implement each activity in a required to implement each activity in a processprocess

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Service ManagementService Management

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ITIL DiagramITIL Diagram

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ITIL Diagram Big ITIL Diagram Big