Why your company should use ITIL

Ari RantalaUniversity of JyväskyläInformation system science

IntroductionWhat is ITIL?Why you want to use it?How your organization benefits

from ITIL?Conlcusion

What is ITIL?The IT Infrastructure Library (ITIL) is

a comprehensive set of open "best practice" books that covers virtually all aspects of IT Service Management (ITSM) throughout its full lifecycle.

ITIL is controlled by the UK government's Office of Government Commerce (OGC) and is internationally recognized as the most comprehensive ITSM framework available.

5 core books of ITIL

10 things you should know about ITIL1. ITIL stands for the

Information Technology Infrastructure Library

2. The organization body that supports ITIL is located in the United Kingdom

3. ITIL consists of a series of books giving guidance and recommendations

4. To be successful, ITIL stresses the need for a strong executive sponsor

10 things you should know about ITIL5. ITIL is not project

management6. Despite its popularity, little

content is available on ITIL7. ITIL is not a tool8. ITIL is not an all-or-nothing

proposition9. You can implement ITIL in

stages10.You can be certified in ITIL

Service overall picture

Applications

Firewall

Network

Switch

Load Balancer

Portal

Identity Manager

Web Servers

Router

SAP

PSFT S

iebel

3rd Party Applications

Databases

Mainframe

Database

Web Services

Single point of service (SOC)

Incident management

Problem management

Change management

Configuration management

Release management

Service level management

Availability management

Capacity management

It service continuity

management

Financial management for it services

Service Desk

Service delivery

Service support

Simple service desk case

Why you want to use ITIL?The Business is more and more

dependent on IT.Complexity of IT constantly increases.Customers are demanding more for

less.Global competitiveness growing at a

rapid rate requiring a more flexible approach to integration.

Stronger focus on controlling the costs of IT.

Low customer satisfaction levels.

How your organization benefits from ITIL?Improve Resource UtilizationBe more competitiveDecrease reworkEliminate redundant workImprove upon project

deliverables and timeImprove availability,

reliability and security of mission critical IT services

How your organization benefits from ITIL?Justify the cost of service

qualityProvide services that meet

business, customer, and user demands

Integrate central processesLearn from previous

experienceProvide demonstrable

performance indicators

Recommendations Create a sense of urgency!Decide/Declare Service Management

StrategyEngage all employeesCreate Communications and Awareness

campaignsFocus on areas of painCreate a Program to transform the

organizationAppoint program sponsors and key

player

RecommendationsDevelop a phased approach,

which includes repeatable and consistent standards for all processes to follow

Breakdown work into “manageable chunks”

Appoint process ownersEstablish program management

ConclusionsWhat, why and howIntegrating ITIL takes time, so

dont hesitateITIL is a way to do things, a

guidebook for better management and project handling

Questions?