Optimize ITIL® ImplementationsWith processes automation
ITIL is a Registered Trademark by the OGC
Dimitri Mizernik [email protected]
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ITIL® Adoption Is On The Rise
“ITIL is gaining momentum because of the increasing need within IT organizations to optimize their operational processes for discipline and business value.”
Glenn O’Donnell—META Group (2005)
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ITIL Is Descriptive, Not Prescriptive
Source: ITSMF book “An introductory overview of ITIL”
ITIL tells you what to do—not how to do it
“ITIL improves IT Efficiency and Effectiveness
whilst improving the overall Quality
of Service to the business within imposed
cost constraints.”
Best practice process definitions
for IT service management
How do you implement ITIL
processes in a way that
maximizes the business value
of IT?
Goal How?What
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The Mercury Approach
What We Do
Optimize application quality, performance, and availability across the lifecycle
BenefitsHow We Do It
Transform a process into a digitized executable
Enforce, repeatable ITIL processes
Manage to business-centric service levels
Digitize IT Processes
Measure service levels from an end-user perspective
Improve business value of IT services
Ensure high quality of IT services
Reduce costs
Improve efficiency
Rapid time to value
Embed best practices
Provide end-to-end visibility and control
Re-use lifecycle assets
Deliver via managed service
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The Difference
ICTInfrastructureManagement
The
Technology
The
Technology
Planning to Implement Service ManagementPlanning to Implement Service ManagementThe
Business
The
Business
ServiceSupport
ServiceDelivery Security
Management
Service Management
ServiceSupport
ServiceDelivery
Service Management Aligned With The Business
Mercury delivers the only offering for Service Management that aligns strategic, tactical and operational processes
StrategicOperationalTactical
TheBusiness
Perspective
TheBusiness
Perspective
Application ManagementApplication Management
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Where To Get Started?
Source: Mercury Survey of Pink Elephant ITSM Conference attendees, Feb 2005
Which ITIL Process Is Most Important to You and Your Organization?
Change Management and Service Level Management
Service Support Service Delivery
IncidentManagement
Problem Management
ChangeManagement
ConfigurationManagement
ReleaseManagement
Service LevelManagement
AvailabilityManagement
CapacityManagement
FinancialManagement
Service ContinuityManagement
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Effective Change Management
Change
Configuration
• Enforce quality of changes• Provide change impact analysis and monitoring• Ensure change control of releases
Request Assess Approve Implement Review Close
Baseline
Definitive Software Library
Release
CMDB
Config Audit
Impact Report
Update Records
Check
ReleaseDesign Build Test Train Install Verify
ITIL Goal:ITIL Goal:To ensure standard procedures are being used to make changes to the IT infrastructure with minimum impact and to prevent incident occurrence
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Digitize ITIL® Processes with Mercury Workflow
• Provides definition of a set of best-practice IT processes
Mercury
• Digitize ITIL processes to define, enforce, automate, measure and improve repeatable processes
ITIL
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How it WorksBUSINESS VALUE
APPLICATIONDELIVERY
APPLICATION MANAGEMENT
Designand
Develop
Optimize Quality
Optimize Performance
Monitor Availability & Performance
Prevent Application Downtime
Align Business & IT Operations
Resolve Problems
GoNo-Go
IT GOVERNANCEDemand
Mgmt
Application change requests
Deploy Deploy Deploy
Review Changes
Deploy changes to application environments
Approve Changes
Submit
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- Submit request for Change (RFC)
SOX qualification of RFC requests
ITIL compatible form data for ITIL RFC request
RFC Queue for Change Manager
ITIL Change Management
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- Standard Change Process
SOX control oversight and segregation of duties CAB review of change
Urgent Change sub-workflow
ITIL Change Management
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- Release Process
Aggregate multiple changes (RFCs) into single release
Migrate entire release into LIVE production environment
ITIL Release Management
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Integrated Change and Release
Release software components
Package of change components (release)
- Create package (release)ITIL Release Management
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Migrate package to the LIVE environment
- Migrate and install package
SOX controls on package migration RFC closed after
successful release
ITIL Release Management
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ITIL Management reports
RFC summary report
Prioritized list of RFCs
Forward Schedule of Changes (Release calendar)
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Accelerate ITIL implementations
Results: Faster Time to Value for ITIL compliance
• Enforce repeatable change and release management processes
• Improve staff productivity and improve operational efficiency
• Improve IT-Business Alignment and customer satisfaction
Faster time to value of ITIL
benefits
Reduce SOX compliance overhead
• Leverage out-of-the-box digitized ITIL compatible processes
• Ensure integrated ITIL processes to maximize value
• Adopt consistent use and reporting of ITIL terminology and KPIs
• Achieve sustainable SOX compliance of ITIL processes
• Reduce the cost and effort of SOX compliance
• Ensure SOX oversight and control for changes to “In-scope” systems