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2. Agenda
 The History of the IT Department
 The ITIL® History, Benefits and Errors
 The ITIL® Version 2
 ITIL Commercial-off-the-shelf (COTS) Solutions
 The ITIL® Version 3
 Chief Executive/Operations/Technology/Information/Architects Officers
 Senior Managers
 IT Staff
Audience
 Understanding of IT Department responsibilities and objectives
Prerequisites

3. IT Department “History”
 The IT Department emerged in the early 60s and it grew at
warp speed with a voracious appetite for “high-cost” IT
products (DBMS,CMS, CRMs, ERPs, SCMs, etc).
 To stop the increasingly expensive IT binges, the UK
Government publishes a “diet” in the early 90s - ITIL.
 Almost simultaneously, a new branch of the IT industry
emerged focused “low-cost” products – open-source.
 In 2000 IT Department across the world are forced to go on a
“low-cost” diet because of the Tech bubble crash.
 At the end of 2007, few IT departments switched to a
balanced “diet”. The large majority of organizations are still
too afraid of “managing the change” and thus plagued by
information silos, legacy technology, lost credibility and a
geek-manager communication gap. The binge is back!

4. ®
The ITIL Framework (IT Diet)
 Margaret Thatcher’s second term (1983–1987) put government
under direct mandate to increase effectiveness by lowering the
costs of expenditure. UK’s Central Computer and Communications Agency
(CCTA) managed an £8 billion budget. To comply it mandate
decided to create a method to increase efficiency and
effectiveness for IT projects.
Early 80s 1986
British Gov A task force is 1989
1992 2001 2007
decides to create created to define SLM book is
GITIM is released ITIL v2 is released ITIL v3 is released
IT delivery the plan to create published
method GITIM
Software
Vendors
Training Consulting Organizations Certification ITIL®

5. ITIL Benefits
 Employee Moral – ITIL® is very specific about implementing a
customer centric method of delivering IT services.
 Efficiency – ITIL® focus on the efficiency of processes and
thus proactiveness resulting on the IT’s ability to focus on
the organization’s objectives, eventually leading to the
effective outsourcing of some of the non-core IT services.
 Agility - ITIL® increases agility of the organization’s core
and thus it will be able to anticipate market trends.
 Quality – ITIL® focus on the effectiveness of processes
(quality ) and will become a trend setters by the rest of the
organization, which will follow suit.
 Suppliers Relations – ITIL© is a solid ground that will shore-
up and streamline operations with suppliers.

6. Common Mistakes using ITIL
 Don’t Rush – ITIL® is a marathon journey. It will require
proper effort and goal management approach. Overly
aggressive objectives may lead to frustrating results. Focus
on quantifiable tasks.
 Make it Simple - Unnecessary steps will lead to decrease of
the service quality. Focus on quality-of-service.
 Measure it - Focus on metrics as you are thinking of the
services you want to offer. Power without control is useless.
 Communicate – Share information with other departments.
Teach if necessary. Don’t move forward without support.
 Budget carefully - Success is depends on being able to offer
lots of training, proper documentation and even additional
hands for the deployment period.

7. ITIL® v2 Service Level Management
Financial Management for IT Services
Capacity Management
 Service Delivery IT Service Continuity Management
Availability Management
 Service Support
 ICT Infrastructure Mgmt. Service Desk
Incident Management
 Security Management Problem Management
 The Business Perspective Configuration
Management
 Application Management Change Management
Release Management
 Software Asset Mgmt.
 Planning to Implement Service Management
 ITIL Small-Scale Implementation (not part of the
original publication)

8. ITIL® COTS Solutions
Assyst 6.0  PinkElephant has a program
BMC Remedy IT Service Management Suite 7.0 that allows ITIL® software
Unicenter® Service Desk r11 vendors to determine
IT Service Management 5.0
whether or not their
products meet the
Supportworks ITSM 6.0
mandatory functional
Maximo IT Enterprise 6.0 requirements for ITIL
ITSM 4.1 compatibility as interpreted
InfraEnterprise 8.0 by Pink. These comply with
iWise v7.0
seven functional
requirements: Incident,
Marval MSM 6.0
Problem, Change,
ServiceCenter 6.2 Configuration, Availability,
Sostenuto ITSM 2006 Release and Service Level
ITBM Suite v7 Management.
Point of Business (POB) 21

9. ITIL® v3
 Service Strategy
 Service Design
 Service Transition
 Service Operation
 Continual Service Improvement
What’s new:
 Focus on all events of the service life cycle.
 Introduction of Service Strategy
 Utility (fit-for-purpose)
 Warranty (fit-for-use)
 Service Portfolio Management
 Crowdsourcing
 Unified Compliance

10. Summary
 ITIL® is a method that will assist organizations to
increase efficiency and effectiveness of your IT
services.
 ITIL® needs to be looked at from a holistic
perspective focusing on larger time frames to assess
improvements.
 “ITIL® is BPM for the IT Department”. Use your
ITIL® project to extend the same principles to all
your organization’s principles.
 M2MSys® uses ITIL® to assist its customers increase
the Return on Investment from our information
system.

11. Contact Us!
 M2MSys® is a developer of next generation Health
and Human Services solutions using COTS cognitive-
event-driven information platforms,
 Schedule your FREE consultation today!
404-388-6744

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