optimize itil ® implementations with processes automation itil is a registered trademark by the ogc...

Optimize ITIL® ImplementationsWith processes automation

ITIL is a Registered Trademark by the OGC

Dimitri Mizernik [email protected]

Mercury Confidential & Proprietary 2

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)


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


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


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


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


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


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


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


- 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


- Standard Change Process

SOX control oversight and segregation of duties CAB review of change

Urgent Change sub-workflow

ITIL Change Management


- Release Process

Aggregate multiple changes (RFCs) into single release

Migrate entire release into LIVE production environment

ITIL Release Management


Integrated Change and Release

Release software components

Package of change components (release)

- Create package (release)ITIL Release Management


Migrate package to the LIVE environment

- Migrate and install package

SOX controls on package migration RFC closed after

successful release

ITIL Release Management


ITIL Management reports

RFC summary report

Prioritized list of RFCs

Forward Schedule of Changes (Release calendar)


ITIL DashboardKey ITIL KPIs and trends


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

optimize itil ® implementations with processes automation itil is a registered trademark by the ogc...

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