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ITIL For Those Who Dont Have The Time Webinar with Forrester Analyst Evelyn Hubbert focusing on how business can implement ITIL without spending too much of time and money
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ITIL For Those Who Don’t Have The Time
Alex D Paul
Agenda
• ITIL in an era of people who don’t have the time
• What do people think about ITIL?• Breaking the ITIL Mould, The ManageEngine
Way• A Nose Dive into ITIL Implementation
New Heroes Don’t Have Time
• Impatient - Want Results Now
• Quick, Easy & Reliable
• Products are built for people who don’t have time
What People think about ITIL
Complicated & Time Consuming Not for SMBs Expensive
After Training - Where Do I Start?
Too m
uch of
informatio
n
ITIL V3Pink Elephant Certification
ISO 20000
ITIL Process consultants
ITIL V2
ITIL Process and Software
Training
Consulting
Software &
ImplementationThis is where businesses are lost
in space
About ManageEngine
• Leader in low cost enterprise IT Management software
• Products span across entire IT Management arena• 90% of the features of the Big 4 at 10% of the price
WebNMS network management oem-ed by Cisco, Nokia, Nortel
Networks, and telcos
Challenge: Building ITIL Software
• Built-in ITIL Processes works for 80% of businesses• Advanced Users can customize the rest 20%• Customization – Point & Click – no coding required
ITIL Modules
Service Delivery(Strategy)
• Availability•Capacity•Security•FMITS•SLM•ITSCM
Service Support(Operations)
•Incident •Problem•Change•Release•CMDB
Red Book Blue Book
Incident Management
Incident Management
• Incident is a disruption in the normal service
• The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.
Incident Management - Example
Incidents and Workarounds
1
2
Search for resolutions from the Incident
Search and Copy Resolutions based on keywords in
incident
Problem Management
ELIMINATE THE ROOT CAUSE
Problem Management
• The goal of Problem Management is to find the root cause of incidents and reduce the impact on business.
• It is a proactive approach that prevents recurrence of incidents.
Problem Management
Problem Management - SDP1
Problem Record
2Problem Management Process
With analysis
2
How many incidents can be closed if this problem is closed
Change Management
Change Management
• The goal of Change Management is to control and manage approved changes with accepted risk.
Change Management Implementation1 Change Record with Process tabs
2Change Plan Process
CAB Approvals
3
4
Release Management
Forward Schedule of Changes
CMDB
• Don’t Complicate CMDB• Implement CMDB start from Critical Servers –• Map services to assets and people using it• Cover points of failure
CMDB
1
Which Business Service Depends on this asset
2
How many Users will be affected if this asset fails?
3
Paid software in the assets
ITIL Versions – What is right for me?
ITIL
V2
ITIL
V3
ITIL V3
Service StrategyService DesignService TransitionService OperationContinual Service Improvement
Core Modules
ITIL V3 gets more focus on BSM
How ITIL V3 relates to V2
Service Strategy
Serv. Portfolio mgmt
Financial Management
Summary
• ITIL is commonly perceived as complex, tedious and expensive
• Fast, Easy, and affordable way to ITIL• ServiceDesk Plus has built-in ITIL Service
Support processes, that can customized
Thanks
Questions
More Info
Website & 30 day free trial
www.servicedeskplus.com
Online Demo
http://demo.servicedeskplus.com