Service Management is a practice hugely famous Business process framework. ITIL is one of the famous service management framework.
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ITIL implementation and Service Management Best Practices – useful information and quick guide
1. ITIL Implementation – Useful
information and Quick guide
Welcome to Online Seminar
Presented by
Sriram Srinivasan
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2. Agenda
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What is ITIL?
Why Implement ITIL?
About Implementation
ITIL Implementation Activities
Implementation Success and Failure
Checklist for Implementation
Contact detail
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3. Objectives
• Provide useful information on ITIL
Implementation
• Fundamentals of ITIL Implementation
• Quick guidance on Implementation Approach
• More ITIL Approach
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4. ITIL Service Management (ITIL®)
• ITIL is the most recognized framework for IT service
management in the world. Delivering a cohesive set
of best-practice guidance drawn from public and
private sectors internationally, ITIL helps service
providers with best-practice guidance on the
provision of quality IT services, and the processes,
functions and other capabilities needed to support
them.
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5. Why Implement ITIL?
ITIL provides a systematic and professional approach to the management of IT
services. Adopting its guidance offers users a huge range of benefits that include:
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Reduced costs
Improved value creation
Improved IT services through the use of proven best-practice processes
Improved customer satisfaction through a more professional approach to service
delivery
Alignment with business needs, including the development of a business
perspective
Improved productivity
High-quality IT services that benefit the business customer
A balanced and flexible approach to service provision
Well-designed services which meet customers' needs - now and in the future
Ability to adopt and adapt to reflect business needs and maturity.
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6. • ITIL has been adopted by thousands of organizations
worldwide, such as NASA, the UK National Health Service
(NHS), HSBC bank and Disney™. ITIL is also supported by
quality services from a wide range of providers including
examination institutes, accredited training providers and
consultancies, software and tool vendors and well known
service providers such as IBM, Telefonica, HP and British
telecom (BT).
• ITIL Best Practices also support the foundations of ISO/IEC
20000 (previously BS15000), the International Service
Management Standard for organizational certification and
compliance. Organizations can therefore implement ITIL to
attain organizational certification.
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7. About Implementation
• Remember an ITIL implementation is not just about
ITIL but there are lot more factors related.
• There is no “Right” or “wrong” way to do it
• You need a practical approach rather than book
based
• Just establishing an ITIL best practice doesn’t mean
you will recognize benefits
• Implementation are not fast or easy
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13. Implementation - Real Time Scenario
Scenario:
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Asset Database is required to be built for the IT assets of the Organization covering
end user, server, network etc.
The Organization currently uses LANDESK, TIVOLI (but does not have ADDM) and
has BMC Service Desk Express
ERP system is used for holding fixed asset information about the assets. Asset
stock information is maintained in ERP. However asset Lifecycle information is
maintained in BMC.
Asset Database need to be built in BMC however BMC does have discovery
module
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14. Objectives
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Account for all the IT Assets and configurations within the organization.
Creating configuration management or one access to ensure that IT assets
or CI’s information are recorded and tracked throughout its lifecycle in
centralized manner.
To identify configuration items and their relationships and add them to the
configuration management database (CMDB).
Integrate CMDB with BMC and connect it to Tivoli and control CI’s.
To establish a review process that ensures that the CMDB accurately
reflects the up-to-date IT environment.
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15. Approach and Activities
• Building Asset Database
• Asset Balance in ERP and BMC
• Design Configuration Management System or
CMDB
• Implementation Plan - Action and Outcome of
Implementation
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16. 1. Building asset database
•Create a scope and procedure documentation for configuration management system.
•Establish a link/connector with single reliable source database of organization and finalize the
one which gives most accurate information. In this case ERP can be input or source.
•LANDesk can be used for collecting desktop information management.
•Identify new discovery tool to be integrated with existing system.
•Discover as many assets as possible using auto discovery tools – desktops, servers, network
devices.
•Collect inventory data maintained by various teams and structure them as per the CMDB
requirement.
•Validate the discovered data with manually tracked records to fill the gap.
•Define and Identify all the CI’s which are important to be tracked and managed under
configuration management system.
•Develop standard naming conventions for all the CI’s.
•Identify roles & responsibilities for the data sources of CIs to be managed in CMDB .
•Design process for registration of new CI’s, update of existing CI’s and removal of obsolete CI’s.
•Start populating validated data into CMDB as per the CI structure designed and build
relationship according to critical services.
•Develop the integration plan with BMC, Tivoli and LANDesk (if needed)
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17. 2. Asset balance in ERP and BMC
•ERP will become primary or initial interface for CMDB.
•Integrating CMDB with BMC will correct asset life cycle management.
•Prepare an asset inventory from ERP and BMC separately.
•Verify asset information between ERP and BMC, this can be one time activity before
the final phase of BMC CMDB integration.
•Assuming only assets within the organization will be maintained by ERP and BMC,
possibly we can go for physical inventory and labeling existing assets.
•Maintaining fixed asset information including changes in ERP database belongs to
respective function hence we might not be able to provide 100% accuracy but
providing periodic synchronization of CMDB with ERP can ensure better asset
management.
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18. Configuration Management System Process Flow
Start
Collection of IT Asset from
single or multiple database.
List of validated
IT Components/
asset database
Identify CI's
Need to
manage CI
No
End
Yes
Define CI to be
Managed
Identify relationships &
dependencies among CI's
Select CI Attributes
Add CI to CMDB
Repeat the process for all CI's
need to be managed.
Review CI's and
update if needed
CMDB integration ready
End
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19. S.NO
Action
Description
Outcome
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Identify CI’s
New H/w procured, discovered, new s/w procured,
discovered, user location discovered, new services
developed, new procedure document created.
Decide if CI needs to be
managed or not?
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Manage CI
CI approved to be managed in CMDB
Further classification of CI’s
will be done.
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Define CI
CM defines the new CI to be added in CMDB
New CI definitions
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Identify relationships &
dependencies
Respective dependency is established between CI’s.
Relationship is established between CI to model the real
time IT environment
Updated relationships
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Select CI attributes
Relevant attributes are identified for the CI
Updated attributes
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Add CI to CMDB
CI will be added or updated in the CMDB
CMDB updated
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20. Success and Failure
• Success factors
– Executive support and Organizational
commitment
– Clear Project definition, business objectives and
requirements
– Practical plan and expectations
– Clear roles and responsibilities
– Risk management and quality method
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21. • Success is determined by achieving business
alignment
• IT cannot define ITIL success without business
weighing in
• Remember there is no “Right” or “wrong” in
ITIL but its all about “Improvement” through
“Best Practices”
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22. Reason for ITIL Failures
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Unrealistic timeline
Attempt to do “too much” or “too little”
More focus on “Tools” & “Application”
Organization Culture
Economy
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23. Checklist
• Better to go with Standard (ISO 20000:2011)
• No standard template
• Create your own “check list” based on
“Organization needs”
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24. Looking for contact and assistance in Service Management
practice, ISO 20000 Certification, ITIL Implementation, contact or
connect with me in LinkedIn.
Sriram Srinivasan, PMP, ITIL Expert, Cobit,
Prince2 Practitioner, CISCS, Lead Auditor ISO
20000, ISO 27001, ISO 9001, ISO 27002, BS
25999
UAE: +971 50 959 7823
India: +91 9840091512/9940191512
ProVise Consulting, FZE
P.O. Box 51543, Sharjah,
United Arab Emirates
Learn, Grow, Network
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