blue-tri-color-logo §Jana Soběhrdová §Itil MU FIT Itil® - Information Technology Infrastructure Library IBM-logo-50-black About lector •Mgr. Jana Soběhrdová •Original profession – Teacher of German & History •Almost 10 years in IBM •Positions - started as 1st level technician/helpdesk agent (Services Desk), supporting big international, industrial customer in German & English; moved into junior position of Client Support Manager for the same customer and continuing in senior role as Service Availability Manager until now (all roles within GTS – Global Technology Services division) •ITIL Expert certification IBM-logo-50-black Agenda •ITIL – Basic Overview - Lifecycle Approach üSS,SD,ST,SO,CSI •Components of each lifecycle stage üProcesses & Functions •ITIL Service Management & IBM Alignment üExamples •Core Tools üTicketing tool, CMDB • IBM-logo-50-black 4 SSO pro FI MU 5/3/2016 Information Technology Infrastructure Library •IT Service Management ~ ITSM covers IT services, processes, technology, and staffing and personnel practices that contribute to the management of IT infrastructure • •ITIL® represents the best practices in IT Service Management ü Becoming international standard ü Adopt & Adapt to your business needs ü The Client’s business enablement is the main focus – not the technology § IBM-logo-50-black • http://wildcatit.com/wp-content/uploads/2013/05/itil_v321.jpg ITILv3 (2011 Edition) Lifecycle approach IBM-logo-50-black 6 SSO pro FI MU 5/3/2016 A pot file is a Design Template file, which provides you the “look” of the presentation §You apply a pot file by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. §Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) or BluePearl Deluxe.pot (white background) and click on Apply. §You can switch between black and white background by navigating to that pot file and click on Apply. §Another easier way to switch background is by changing color scheme. Opening the Task Pane, select Slide Design – Color Schemes and click on one of the two schemes. All your existing content (including Business Unit or Product Names) will be switched without any modification to color or wording. Start with Blank Presentation, then switch to the desired Design Template §Start a new presentation as Blank Presentation §You can switch to Blue Onyx Deluxe.pot by opening the Task Pane with View > Task Pane and select Slide Design – Design Templates. §Click on the word Browse… at bottom of Task Pane and navigate to where you stored BlueOnyx Deluxe.pot (black background) and click on Apply. §Your existing content will take on Blue Onyx’s black background, and previous black text will turn to white. You should add your Business Unit or Product Name by modifying it on the Slide Master §You switch to the Slide Master view by View > Master > Slide Master. §Click on the Title Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. §Click on the Bullet List Page thumbnail icon on the left, and click on the Business Unit or Product Name field to modify it. §Click on Close Master View button on the floating Master View Toolbar You can turn on the optional date and footer fields by View > Header and Footer •Suggested footer on all pages including Title Page: Presentation Title | Confidential •Date and time field can be fixed, or Update automatically. It appears to the right of the footer. •Slide number field can be turned on as well. It appears to the left of the footer. IBM-logo-50-black 7 SSO pro FI MU 5/3/2016 Why is ITIL important to IBM and our clients? • Reduced disruption to IT Services • Greater control of IT infrastructure & changes to it • Lower IT cost – centralized & standardized services • Connects the IT infrastructure to the business it supports so that IT investment is focused on the highest priority business needs • Single point of contact for end-users for incidents, service requests, and information – reduces multiple help desks • Vendor-neutral language to describe IT service management – helps to manage IT support across multiple suppliers • End-to-end integration of IT management processes • Supports business controls compliance •…..Results in better quality, lower TCO, IT alignment to business, and easier outsourcing • § § IBM-logo-50-black 8 http://www.quintgroup.com/images/librariesprovider11/Academy/Frontpage/itil-expert-pathway-premium- elearning.png?sfvrsn=3 ITIL Qualification System 100 % IBM-logo-50-black 9 SSO pro FI MU 5/3/2016 What problems are our customers trying to solve with outsourcing and ITIL •Establish baseline of process/process supporting tools/knowledge üSome customers don’t have processes established in some areas – like problem management •Stabilize/Standardize/Centralize infrastructure •Process/ITSM tools standardization üEither across customer internal lines of business or across suppliers •Integration of infrastructure and application management üWant to be able to improve infrastructure stability by integrating applications & infrastructure •Right size infrastructure to support critical business services •Link IT investment and support to business strategies and priorities § – – IBM-logo-50-black 10 ITIL is the foundation upon which IBM IT processes are built Strengths ITIL §Wide ranging, narrative treatment of the lifecycle of Service Management §Largely consistent style across the set of books §Introduction of key new concepts §Provides process objective, goals, activities, high level responsibilities PRM-IT Process Reference Model for IT §Coherent, consistent model and downstream items such as assessment matrixes §Integrated set of rigorously defined inputs, outputs and controls – essential for process automation §Covers the full range of IT – includes governance ITUP IBM Tivoli Unified Process §Builds on PRM-IT §Simple web navigation and visualization of processes §Is built on Rational Method Composer – provides simple tool to customize & tailor processes §Provides roles and responsibilities at the task level – key for process automation §Provides detailed activity flow Summary – we have talked about operationalizing ITIL. Cover each point on slide. Migration to ITIL V3 is a journey. Includes migration from paper-bound processes to ITUP. Notes for previous clients who know EOPs: Enterprise Operational Process (EOP) set, which is an IBM worldwide strategic solution. EOPs are IBM’s Strategic Outsourcing Delivery template processes. They cover an end-to-end scope and a depth of detail that takes them beyond the high-level 'what' needs to be done descriptions in ITIL and into the low-level 'how' to do it. They have been built upon our global process experience and initiatives to verify that delivery by IBM meets the ‘world-class’ standards that our clients have come to expect. ITUP is in the process of replacing the Enterprise Operational Process (EOPs) with ITUP content. IBM-logo-50-black 11 SSO pro FI MU 5/3/2016 Process Overview – Example – • § – – IBM-logo-50-black 12 SSO pro FI MU 5/3/2016 Process Overview – Example continued § IBM-logo-50-black 13 SSO pro FI MU 5/3/2016 Process Overview – Example continued IBM-logo-50-black 14 SSO pro FI MU 5/3/2016 Ticketing tools - Example •Ticket/Case/Call/Situation record – documentation and linkage to CMDB •IBMs Original tool ISM/Maximo/SCCD IBM-logo-50-black 15 SSO pro FI MU 5/3/2016 Change record flow IBM-logo-50-black 16 Source : http://www.neteye-blog.com/2015/10/is-a-cmdb-a-deciding-factor-for-service-oriented-companies/ CMDB EN - EriZone IBM-logo-50-black 17 SSO pro FI MU 5/3/2016 Questions ? question_mark