Microsoft ® Office Visio ® Professional 2007 for IT Putting Visio into Practice: ITIL Overview - PowerPoint PPT Presentation

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Microsoft ® Office Visio ® Professional 2007 for IT Putting Visio into Practice: ITIL Overview. Presenter: Date: . ITIL Goals. Align IT services with current and future needs of businesses and customers Improve quality of IT services delivered

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Microsoft ® Office Visio ® Professional 2007 for IT Putting Visio into Practice: ITIL Overview

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Microsoft office visio professional 2007 for it putting visio into practice itil overview l.jpg

Microsoft® Office Visio® Professional 2007 for ITPutting Visio into Practice:ITIL Overview

Presenter:

Date:


Itil goals l.jpg

ITIL Goals

  • Align IT services with current and future needs of businesses and customers

  • Improve quality of IT services delivered

  • Reduce the long-term cost of service provisioning


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What is ITIL?

ITIL: information technology infrastructure library

  • Best practices in management of IT service processes

  • Developed by UK Office for Government Commerce (OGC)

  • Areas of focus

    • service delivery

    • service support.

  • Recently added

    • Security and Risk mgmt

    • Infrastructure Mgmt

    • Application mgmt

    • From “what” to “how”-the business viewpoint of IT


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Why ITIL is important

Gartner, 2005

“Six in 10 IT projects fail because people underestimate or fail to build correct infrastructures to support the projects.”

“Fully adopting an IT service management strategy can cut an organization's cost of IT ownership by about 50%.”


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Why ITIL is important

Forrester, 2005

"2005 will be the year when ITIL goes mainstream."

“Around 12% to 13% of $1 billion-plus companies have implemented ITIL in some way, shape, or form.”

“ In a survey of 65 CIOs, 3% identified ITIL as their primary process methodology.”

“Interest in ITIL is especially evident in governmental institutions and in certain geographies, particularly Holland, the UK, and Canada.”


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Why is ITIL important

  • The IT Service Management Forum membership has almost tripled over the past three years, from 550 to roughly 1,600

  • U.K. ITIL publisher The Stationery Office, reports that about one-third of ITIL-related traffic on its Web site comes from the U.S.

    Source: Network World, 2004


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Service Management Processes

Service Delivery

Service Support


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Gartner Research Study 12/04


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Gartner Research Study 12/04


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ITIL Process Documentation

Use Visio 2007 Professional for all ITIL diagram types

  • Basic and Cross Functional Flowchart

  • Workflow diagram

  • Fault tree analysis

  • Event, Input-Process Output

  • Detailed network diagram, end user devices

  • Helpdesk shapes-problem, incident, service desk, KB

  • Service Level Mgmt Shapes: SLA, OLA, RFC, CI, flags, error fault/failure

  • Drill down analysis (pivots for fault analysis, or problem drilldown)

  • Various types of data and application flows

  • Communication perspective: Website Map, project timeline, org chart

  • Block drawing for conceptual analysis


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Example: Visio ITIL Process Flow

  • Use Visio 2007 Pro ITIL template

  • Standardize flows for incident and problem mgmt. as per ITIL guidelines


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Example: Process Flow Data

  • Data graphics

  • Generate dynamic data views from static diagrams


Example it fault analysis l.jpg

2

3

Example: IT Fault Analysis

Easily createfault tree diagramsusingthe Visiostencils

Data Graphic – Event

DataGraphicsshowthecontextofdata

Importproductiondatafroman

Excel file or Database

1

Data Graphic – End Event

Link the data to Visio shapes and display the data using Data Graphics


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