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
2. 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
3. New Heroes Don’t Have Time
•Impatient - Want Results Now
•Quick, Easy & Reliable
•Products are built for people who don’t have time
4. What People think about ITIL
Complicated & Time
Not for SMBs
Consuming Expensive
5. After Training - Where Do I Start?
ITIL V2
ITIL V3
Pink Elephant Certification
ITIL Process
ISO
consultants
20000
6. ITIL Process and Software
Training
Consulting
Software
&
Implementation This is where businesses are lost
in space
7. 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
8. 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
9. ITIL Modules
Service Delivery Service Support
(Strategy) (Operations)
• Availability • Incident
• Capacity • Problem
• Security • Change
• FMITS • Release
• SLM • CMDB
• ITSCM
Blue Book
Red Book
11. 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.
15. 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.
25. ITIL V3
ITIL V3 gets more focus on BSM
Core Modules
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
26. How ITIL V3 relates to V2
Service Service Service Service Continual
Strategy Design Transition Operation Improvement
Serv.
Availability Serv.
Portfolio Change Incident
Mgmt Reporting
mgmt
Capacity
Financial
Release Problem Service Mgmt
Management Mgmt
Continuity Request
Configuration SLM
Mgmt Fulfillment
Security Event
SKM
Mgmt Management
27. 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