Professional Documents
Culture Documents
The IT Perspective
ITIL solve all our problems!
..thats what
you think!..
Agenda
Introduction:
Business perspective
(.why are we doing it again?)
Part 1
Networking
Barriers & enablers
Part 2
Success factors
Spelling IT Out
ITIL: Information Technology Infrastructure Library
(you are certifiable, your organization isnt)
ITSM: Information Technology Service Management
(you and your organization are both certifiable
ISO/IEC:20000)
Copyright 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Business
demand
Business focus
Needed
Customer focus
Now
Product/Service focus
LOW
Technology focus
Growth model
Role of IT in the Organization
IT growth
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Implementing ITIL
Business
demand
Change
program
is to embark upon an
organizational
change program
...many
change programs
fail to realize
desired results
Technology
focus
IT growth
ITIL
is no different...
people
Copyright 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Id like an information
system that will enable
me to process customer
requests, allowing me to
rapidly call up customer
information and most
recent purchases linked
to geographical and
product based
groupings...
ITIL bridge
the communications gap.
Communication
issue
Technology
focus
IT growth
Copyright 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Really.how fascinating.
And how many gangle bits
of multiplexed asynchronous
digitized transfers per
cybernetic transaction
phase will be processed..
...er sorry?
You will be
gangle bits..
multiplexed ..
asynchronous
digitized transfers
Communication
issue
Technology
focus
IT growth
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I dont think
were on the
same
PLANET..
Communication
issue
Technology
focus
IT growth
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a bunch of
technoids
Service
We dont have
any technoids
in our
organization!
Attitude
Communication
issue
Technology
focus
IT growth
technoid:
spotty faced know it all IT technical person that communicates in grunts and
snorts (Not the IT Infrastructure library)
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11
Service
Attitude/
trust
Communication
issue
Technology
focus
Lack of
ICT knowledge
Lack of
effective
ICT governance
Unclear
ROI or
business case
Lack of
IT leadership
ICT thinks in
terms of systems
Lack of
business
knowledge
E&Y trends
Key issues:
internal
processes
insight into
costs
lowering costs
customer focus
IT growth
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12
Change
program
Service
the sleight of
hand
approach
The
paper
chase
Attitude/
trust
Communication
issue
Technology
focus
ITIL
for the
sake of
ITIL
The
great
tool
hunt
garbage in,
garbage out
ITIL
to the
letter
Thats what it
says in the book
IT growth
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13
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
this procedure?
- goal achievement?
: were going to
IMPLEMENT ITIL
IT leadership?
Clear ROI?
Copyright 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
14
Service
: no real responsibility
and authority allocated
IT growth
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15
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
: no understanding of purpose of
procedures
: too rigid and inflexible, no real
fit to organizational situation
and needs
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16
Business
demand
Change
program
Service
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
no
IT growth
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17
Business
demand
Change
program
Service
Output
focus
ICT thinks in
terms of
systems?
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
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18
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
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19
: Business knowledge
of ICT
Service
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
: Business steering
of ICT
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Change
program
Service
Output
focus
approach
IT leadership?
Clear ROI?
Attitude/
trust
Communication
issue
Technology
focus
IT growth
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21
It leadership?
Clear ROI?
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
more efficient,
cost effective
provision
of
quality
IT services
User
complaints
Capacity
demands
User
satisfaction
BullS**t
Meter
IT director
IT growth
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Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
Business intelligence?
Clear ROI?
Technology focus
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Goal:
reduce the amount of incidents
to the help desk
Service
Customer
focus
Goal
alignment
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
Goal:
most
99% availability of the unix
dissatisfied
system
aspect of IT
Availability management is the service delivery
most mature tactical process in according to
our organization
the users
..thats because users dont
understand what availability
management is..
theyre moaning
about the application!...
availability!
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Discussion/Questions