ITIL Overview: A presentation by QAI http://www.qaiglobal.com

1. ITIL® OVERVIEW
A presentation by QAI
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2. ITIL® Overview
www.qaiglobal.com

3. Why Organizations are Implementing ITIL
To significantly improve (and demonstrate improvement) in the quality
of IT support and operations
To decrease rework
To automate repetitive work
To eliminate redundant work
To improve resource utilization
To improve availability, reliability and security of business critical IT
services
To make IT support repeatable and predictable, thereby making
provision more efficient and effective
To link IT support priorities to business needs
And, to ultimately reduce inefficiency, reduce cost, and
improve value delivered and RoI of IT support and
operations
*Source: Enterprise And SMB Hardware Survey, North America And Europe, Q3 2007
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -2-

4. ITIL® Benefits- Efficiency
Benefits Application Processes
Increased productivity of Automation All ITIL®
staff members Processes
Increased operational RACI Chart Implementation All ITIL®
efficiency of staff Processes
members
Reduced resolution time Implementation of SKMS Service Asset &
Configuration
Management
Improved effectiveness Current reputation can be -
of IT function improved by reducing the ratio of
new projects to ongoing
maintenance and operations
(currently 32% focus is on new
projects; 62% focus is on
maintaining and operating the
existing environment.)*
*Source: Enterprise And SMB Hardware Survey, North America And Europe, Q3 2007
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -3-

5. ITIL® Benefits- Customer Satisfaction
Benefits Application Processes
Quality of service By defining service levels, IT Service Level
through improved knows what the customer Management &
responsiveness expects and can respond Service Catalog
accordingly. Management
Reduced downtime By Implementing problem Problem
management process (and/or Management,
role), the root problems for Availability
incidents can be identified and Management,
resolved. Capacity
Management, IT
Service
Continuity
Management
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -4-

6. ITIL® Benefits- Agility in Adopting Changes, Cost
Reduction
Benefits Application Processes
Reduced downtime Through Release, Change and Change
and speed of Configuration management, Management,
implementation of changes can be implemented Service Asset &
changes without causing downtime, rework Configuration
or rollbacks. Management and
Release
Management
Optimization of If services are managed according Service Level
service-level to service levels, penalties can be Management,
agreements avoided. Service Catalog
Management &
Service Portfolio
Management
Utilization of Through asset tracking, portfolio Service Asset &
resources across IT management and project Configuration
management assets (people, Management,
infrastructure, licenses, etc.) can Change
be effectively utilized. Management
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -5-

7. ITIL® Benefits- Compliance & Corporate
Governance
Benefits Application Processes
Policies and Documentation is necessary for all All ITIL®
procedures are ITIL® processes, which in turn Processes
repeatable, provide visibility and control.
documented and
controlled.
Enabling the IT Relationship processes such as Supplier
function to supplier management give IT a Management &
demonstrate its new or different reputation. Service Level
value Management
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -6-

8. ITIL® Benefits -Realization
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -7-

9. ITIL® Benefits -Realization
Companies such as Procter and Gamble, IBM, Caterpillar, Shell Oil, Boeing,
and the Internal Revenue Service have all reported great success and
significant operational cost savings as a direct result of ITIL® adoption.
Shell Oil utilized ITIL® best practices when they overhauled their global
desktop PC consolidation project, encompassing 80,000 desktops. After this
project was completed, they can now do software upgrades in less than 72
hours, potentially saving 6000 man-days working days and 5 million dollars.
Implementing key ITIL® processes in 2001 at Nationwide Insurance led to a
40% reduction of its systems outages. The company estimates a $4.3
million RoI over the next three years
Cox adopted a plan to implement ITIL® Service Support and Service
Delivery disciplines. As a result of these changes, Cox anticipates that, as a
portion of annual revenue, Total Cost of Ownership(TCO) will decline by
more than 25% or $24 Million each year
Source: Planning to Implement Service management
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -8-

10. The Five Core ITIL® V3 Books
Service Strategy Service Design Service Service Continual Service
(SS) (SD) Transition (ST) Operation (SO) Improvement
(CSI)
Focuses on the Focuses on the Focuses on the Focuses on the Focuses on the
strategic design of evolution or day-to-day Plan, Do, Check,
integration of IT effective services change of running of IT Act process
with the services services
Business
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™ -9-

11. Service Strategy
Practical Decision Making
• How to build and refine a service strategy
• Service Lifecycle
• IT Financial Management
• Demand Management
• Service Portfolios
• Organizational Design
• Generic Technology Requirements
ITIL® is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce and
is Registered in the U.S. Patent and Trademark Office™

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