Introduction to IT Systems Management
- Premanand Lotlikar 12th July, 2007
Agenda • • • • • • •
Organization and Policies IT Customer Relationship Mgmt IT Service Management Overview of ITIL Processes under ITIL Benefits Reasons for failure
Organization and Policies Vision Vision Mission & Objectives
Policy Planning -Time
I can make money by selling PCs! Mission statement is a short, clear description of the objectives of the organization and the values it believes in Combination of all decisions and measures taken to define and realize the objectives Measurement & Control
Direction & control provided by measurement
-Quantity -Quality -Cost & Revenue
Tasks & Actions
Implementing policies in the form of specific activities requires planning Realization of planned activities requires action Actions are allocated to personnel as tasks
Implementation
Planning Horizon 1 year
Business
Technical Infrastructure
Application
Time
IT Customer Relationship Mgmt Customer Organization
IT Organization IT Customer Relationship Mgmt
Strategic Business Manager Tactical
Operational
Budget Holders Department Managers
Strategic Alignment
Service Levels
Support
Policy IT Mgmt
Service Level Mgmt Change Mgmt
Project Managers
Incident Mgmt
Users
Service Desk
Demand
Supply
Report
Evolution of IT Management
IT Service Management • It is a discipline for managing large-scale IT systems • Philosophically centered on the customer's perspective of IT's contribution to the business • Stands in deliberate contrast to technology-centered approaches to IT management • Has ties and common interests with the process improvement movement (E.g. TQM, Six Sigma, CMM etc.) • “IT thinking about the delivery of IT to the business” and not • “IT thinking about the 'information' needs of the business”
IT Service Management (contd) • Contributing frameworks: – Control Objectives for Information Technology (COBIT) – Microsoft Operations Framework (MOF) – Enterprise Computing Institute – Information Technology Infrastructure Library (ITIL)
Overview of ITIL • ITIL is a framework of best practice approaches intended to facilitate the delivery of high quality IT services • It is published in a series of books (hence the term Library), each of which covers a core area within IT Management • The names ITIL and IT Infrastructure Library are Registered Trade Marks of the United Kingdom's Office of Government Commerce (OGC)
Motivation
Key Foundations of ITIL
What ITIL is (not)
Process Orientation
Process Orientation
Quality – cornerstone of ITIL
ITIL Framework (Version 2)
Our focus…
ITIL Processes
Incident Management
Incident Management
Incident Management
Problem Management
Problem Management
Problem Management
Comparison
Change Management
Change Management
Change Management
Configuration Management
Configuration Management
Configuration Management
Comparison
Service Level Management
Service Level Management
Availability Management • Availability •Reliability •Maintainability •Serviceability
Availability Management • Percentage availability (uptime) • Downtime duration • Downtime frequency
• Business must have clearly defined availability objectives •SLM must have been clearly set up to formalize agreements
Capacity Management • Performance Management: Measuring, monitoring and tuning the performance of IT infrastructure components. • Application Sizing: Determining the hardware or network capacity needed to support new or modified services. • Capacity Planning: Developing capacity plan, based on CDB.
Capacity Management • Predictability of customer demand • Technology • Cost
• Accurate business forecast & expectations. • Understanding of IT strategy and planning.
Continuity Management • Disaster: An event that affects a service or system such that significant effort is required to restore the original performance level.
Continuity Management • No of identified shortcomings of the recovery plan • Revenue lost further to disaster
• Support and communication throughout the organization • Dedicated training for anyone involved in the process
Benefits of ITIL • Benefits to the customer/user: – Provision of IT services becomes customer focused – Agreements about service quality improves relationship – Services are described better, in customer language – Quality, Availability, Reliability and Cost of services are managed better
Benefits of ITIL (contd) • Benefits to the IT organization:
IT organization develops clear structure More focus on corporate objectives More control of infrastructure Easier to manage changes Coherent framework for internal and external (supplier) communication – Process structure provides for effective outsourcing of elements of IT service – – – – –
Some Testimonials • Procter & Gamble – Started using ITIL in 1999 and has realized a 6% to 8% cut in operating costs. – Another ITIL project has reduced help desk calls by 10%. In four years, the company reported overall – Savings of about $500 million.
Testimonials (contd) • Caterpillar – Embarked on a series of ITIL projects in 2000. – After applying ITIL principles, the rate of achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%.
Testimonials (contd) • Nationwide Insurance – Implementing key ITIL processes in 2001 led to a 40% reduction of its systems outages. – The company achieved a $4.3 million ROI over the next three years
Reasons for failure of ITIL implementation • Lack of management commitment • Spending too much time on complicated process diagrams • Not creating work instructions • Not assigning process owners • Being too ambitious • Concentrating too much on performance • Not reviewing the entire ITIL framework
Thank you!