ITIL Introduction

ITIL Introduction Linpei Zhang April, 2006

What’s ITIL? ,[object Object],[object Object]

Okay, what exactly is ITIL? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Brief History of ITIL ,[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL is the industry standard ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Who’s Using ITIL ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL Tools ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Frameworks Based on ITIL ,[object Object],[object Object],[object Object],[object Object]

Other useful frameworks focus on IT efficiency ,[object Object],[object Object],[object Object],[object Object]

International Industry Standards ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL Philosophy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL Philosophy One - Service ,[object Object],[object Object],[object Object]

What kinds of services are we providing? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Behave like Service Providers ,[object Object],[object Object],[object Object]

Realize the promise “We care about our Customer!” ,[object Object],[object Object],[object Object],[object Object]

Expected Results ,[object Object],[object Object],[object Object],[object Object]

ITIL Philosophy Two - Quality ,[object Object],[object Object],[object Object]

What does that mean? ,[object Object],[object Object],[object Object]

How Customer Evaluate Service Quality? ,[object Object],[object Object],[object Object]

A High Quality (Pleasant) Dining Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Question: How to improve the quality of our IT Services? How can you contribute?

Continuously Improve Service Quality How do we keep the momentum going Where are we now? Current process & procedures Current challenges & problems Where do we want to be? What are the priorities? How do we bridge the gap? How do we get where we want to be? Informed planning Experienced execution Are we improving? Did we get to where we wanted to be? Strict control Status communication

How to get there - Quality Improvement Model ,[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL Philosophy Three - Process ,[object Object],[object Object]

Characteristics of Processes ,[object Object],[object Object],[object Object],[object Object]

Result vs. Process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Why we need Process to provide high quality service? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

But, what does process mean to me? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL Philosophy Four - Measurement ,[object Object],[object Object],[object Object],[object Object]

What do we mean “Measure” here? ,[object Object],[object Object],Are we in the right direction? Start Point Goal

Why “Best Effort” is not good enough? ,[object Object],[object Object],[object Object]

What to measure? ,[object Object],[object Object],[object Object]

KPI for Availability ,[object Object],[object Object],[object Object],[object Object]

Not too little, not too much ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL Philosophy Five - Cost ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

How Cost are related to us? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Cost Awareness – Thinking as the Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Hidden costs ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Efficient IT Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL Philosophy Six - Proactive ,[object Object],[object Object],[object Object],[object Object],[object Object]

Breaking things down ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

First thing first ,[object Object],[object Object],[object Object]

Some Proactive Activities Suggested by ITIL ,[object Object],[object Object],[object Object],[object Object]

What’s actually in ITIL? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Lifecycle ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Service Delivery ,[object Object],[object Object],[object Object],[object Object],[object Object]

Service Delivery Processes ,[object Object],[object Object],[object Object]

Service Delivery Processes – Cont. ,[object Object],[object Object]

Service Support ,[object Object],[object Object],[object Object],[object Object],[object Object]

Service Support Processes ,[object Object],[object Object],[object Object]

Service Support Processes – Cont. ,[object Object],[object Object],[object Object]

Benefits of ITIL to IT Department

How can ITIL help us? ,[object Object],[object Object],[object Object],[object Object],[object Object]

Development ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

QA/RATE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Release Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Infrastructure ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Support ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Implement ITIL ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Face the challenge ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Interesting! Now what? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

ITIL Introduction

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