1. Attaining IT Service MaturityWhys, whats & hows Lead presentation in the Vyom Labs IT Service Management Conference by Atul Kherde Practice Head (ITSM) atul@vyomlabs.com

2. Background on the conference General lack of awareness about ITSM benefits Across the board Visionary approach – rarely seen Customer ‘closure’ rather than 'needs’ driven approach Plethora of incomplete implementation efforts Giving a ‘bad name’ to ITSM/ITIL Vyom Labs being an end-to-end solutions provider in this space wishes to contribute towards the global spread of ITIL / ITSM best practices.

3. IT Service Maturity How far to go? Life in an ITIL v3 Environment… How to go that far? Suggested implementation sequence - ISO 20 000

4. What is IT Service Management? Understanding Services Sensibilities Ordinary items, Bank Token service For best results, an IT Establishment should be operated as a SERVICE MANAGEMENT ESTABLISHMENT IT Service Management is a structured approach to IT service delivery and support based on ITIL best practices ITIL v3 scores over v2 by ensuring faster processing of new or changed services by adopting a service lifecycleapproach IT Service Management is a set of good/best practices to manage IT Services largely based on ITIL ITIL v3 is a set of 5 books on complete service lifecycle Strategy, Design, Transition, Operations & CSI

5. Gartner Group Maturity Model Value This curve denotes GROUP maturity as distinct from individual maturity Service Proactive Reactive Fire Fighting

6. Concepts of Service Maturity Service Request – menu card offering Incident – unexpected ‘goof up’ on a service Stability index: Ratio of Incidents / Service requests Airline industry ? Hospitality industry ? And How much for IT Industry? Induction maturity Lead Time for delivering productive service for fresher How far to go? IT Industry has to go really really faar..!

7. What is ITIL? ITIL is a public framework that describes Best Practices in IT service management Initial version consisted of 31 associated books covering all aspects of IT service provision It was then revised & replaced by 7 more closely connected and consistent books in ITIL v2 In 2007, ITIL v3 with five core books was released V2 advocated a process based approach Best kitchen V3 promotes a service lifecycle Get the Menu Card correct

8. ITIL v3 Core

9. Phase-wise focal points in ITIL v3 The Business / Customers Requirements Service Strategy Requirements Constraints Policies Strategies Service Design SDP s Standards Architectures Solution Designs Service Transition Service Portfolio Service Catalogue SKMS Tested solutions Transition Plans Service Operation Operational Services Operational Plans Continual ServiceImprovement Improvement actions and plans Over its lifetime, every service iterates many times through this cycle

10. Five major areas of Service Design Service Portfolio Design Design of Services: Identification of Business Requirements Definition of Service requirements Technology and architectural design Process design Measurement design Integrated design: Service Design Package

11. Service Model Service Model pa Function What HAPPENS there? Structure What IS there? Service Operation Service Model Facilitates collaboration & communication in the service life cycle.

12. Service V Model

13. Life in v3 Service Lifecycle Role of IT: Business enabler rather than supporter Why - Service strategy What – Service Design How – Service Transition Do it! – Service Operations Do it better – Continual Service Improvement Emphasis on IT Services rather than process Faster processing of new service proposals Quicker diagnosis and resolution of predicaments High Service Maturity characterized by predictable service delivery

14. IT Service Maturity How far to go? Life in an ITIL v3 Environment… How to go that far? Suggested implementation sequence for ISO 20 000

15. An exciting journey of continuous improvement IT Service Quality is not a destination… ISO 20 000 and beyond… It is a journey…

16. People ITIL trainings (from Foundation to ITIL Expert level), Orientation, Mobilization and Rollout workshops` Process Process Discovery, Design, Documentation, KPI Design, Dashboard Design and Report creation and Process Implementation with appropriate training Techno- logy Document Control System, CMDB, CMS, ITSM Tool, Customization, Testing and Hand-holding after go-live Balance these three critical areas… A healthy balance between the three critical areas essential People Processes and Technology All implementation efforts should happen as a part of a larger plan Organizations should try to get a single point of contact.

17. ITIL Implementation Framework 10-14 Time (weeks):1-2 14-16 10-12 ITSM Assess ITSM Plan ITSM Implement ITSM Manage What is the Vision? Where do we want to go? How do we get to our Vision? How do we know we have succeeded? Where are we now? How to keep the Momentum?

18. The take aways… ITIL is the de-facto standard in IT Service Management worldwide Globally, ITIL/ITSM is the way to go for IT Management careers Individuals have clear certification paths Organizations look at ISO 20 000 Suggested Actionable: What is in it for me?

19. Thank You! Questions? Atul Kherde Practice Head (ITSM) atul@vyomlabs.com