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ITIL stands for I.T. Infrastructure Library

Information Services Division - ITIL Project June 2008 Patrick Quain Chief Information Officer State of Arizona Department Of Administration. ITIL stands for I.T. Infrastructure Library. What is “ITIL?”

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ITIL stands for I.T. Infrastructure Library

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  1. Information Services Division - ITIL ProjectJune 2008Patrick QuainChief Information OfficerState of ArizonaDepartment Of Administration

  2. ITIL stands for I.T. Infrastructure Library What is “ITIL?” It is a set of guidance developed by the United Kingdom’s Office Of Government Commerce (OGC). The guidance, documented in a set of books, describe an integrated, process based, best practice framework for the managing IT services.

  3. ITIL - Trend • Adoption rate increasing Globally • Public and Private sectors are being pressured by the market to demonstrate deployment of industry-accepted best-practice process models (such as ITIL, as it is currently the most widely known set of public best-practice process models)

  4. ITIL- ADOA/ISD Objective • To become more cost-effective while still achieving the same or greater value. Gain shareholder loyalty from high availability, dependability and secure performance of IT services.

  5. ITIL- Benefits • Improve resource utilization • Be more competitive • Decrease rework • Eliminate redundant work • Improve upon project deliverables • Improve availability, reliability and security of mission critical IT services

  6. ITIL- Benefits, cont. • Justify the cost of service quality • Provide services that meet business and customer demands • Integrate central processes • Document and communicate roles and responsibilities • Provide demonstrable performance indicators

  7. Strategic Planning FY06-FY11 2006 2008 2009 2010 2011 2007 Discovery Training Training Actions Budgets Training Actions Software Tools Data Base Training Actions Build Conf. Data Base Training Actions Align IT With Customers Best Practice Framework In place Focused on Providing High Availability, Dependability, Security, With Low Cost, and Value added IT Services

  8. security ITInfrastructure Service Desk ITIL Service Management IT ServiceContinuityManagement Availability Management Capacity Management Service Delivery Set FinancialManagementfor IT services Release Management Service Support Set Change Management Service Level Management Configuration Management Incident Management Problem Management

  9. 11 . Manage the IS Business 11 . 1 Project Portfolio Management 2 . 5 . 7 . 1 . 3 . 4 . 6 . 8 . 9 . 10 . Manage IS Operations Release to Establish Develop IS Acceptance Prepare for Manage Manage Service Project Change Mgt . Production Business Solution Testing Impl . IS IS Delivery ( RTP ) Req ' ts Service Systems 1 . 1 2 . 1 3 . 1 4 . 1 5 . 1 6 . 1 7 . 1 8 . 1 9 . 1 10 . 1 Initiate Scope IS Design Plan UAT Configuration RTP Planning Supplier Capacity Back - Line Implementation Business Project Solution Management Planning Management Management Incident Project & Planning Management 1 . 2 2 . 2 3 . 2 4 . 2 5 . 2 6 . 2 7 . 2 8 . 2 9 . 2 10 . 2 Investigate Initiate IS Develop Plan TAT Change Gather Execute Service Level Problem Standard Technical Project System Management Resources RTP Plan Management Management Request Feasibility Management 2 . 3 4 . 3 7 . 3 1 . 3 3 . 3 5 . 3 6 . 3 8 . 3 9 . 3 10 . 3 Control IS Perform Post Analyse Develop Consolidated Build Customer Infrastructure Front - Line Project Pilot Training Business Training and Change Environment Relationship Mgt . & Incident Implementation Support Requirements Doc . Materials Planning Management Maintenance Management Beta Test 2 . 4 4 . 4 3 . 4 6 . 4 8 . 4 9 . 4 10 . 4 Close IS Execute TAT Release to Confidence Availability IT Service Exception & Project Acceptance Test Management Security & Alert Continuity Monitoring 4 . 5 10 . 5 Execute UAT Performance Management 4 . 6 10 . 6 Deliver Operate Products to Systems Library 10 . 7 Critical Incident Management ITIL- At 36,000 Feet

  10. ITIL – Terminology Sample • CMDB- Configuration Management Database • Service Desk – Help Desk • UAT - User Acceptance Testing • TAT - Technical Acceptance Testing

  11. ITIL- ADOA/ISD Oversight Team • ITIL- ADOA/ISD Oversight Management Team • There will be a minimum of eight members from ISD Management.

  12. ITIL- ADOA/ISD Oversight Team • Team will meet on a frequency of bi-weekly • Team members will pick the priority areas to refresh first.

  13. Assessment Priority- To Start 5.2 Change Management 9.2 Problem Management 9.4 Service Security 11.1 PMO Project Management Office 10.3 Incident Management 10.4 Alert Monitoring 8.3 Customer Relationship Management

  14. ITIL – Information Sources • Office of Government Commerce http://www.itil.co.uk/ • ITIL User Group http://www.itsmf.com

  15. ITIL Q & A Patrick.Quain@AZDOA.GOV

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