What Is ITIL ?
- ITIL = Information Technology Infrastructure Library
- Created in 1989 by the CCTA (Central Computer and Telecommunication Agency), a UK government agency, renamed later as an OGC (Office of Government Commerce). Currently named as Cabinet Office (CO).
- ITIL is:
- comprehensive, consistent & coherent set of best practices for IT management.
- identifies key management processes in IT organizations
- aligns IT services with business requirements
- promotes a quality management approach
- vendor (tool) independent
- worldwide de facto standard for IT Service Management
Benefits of ITSM Practices
- Improved quality of IT services delivered
- Decreased IT operating costs
- More reliable business support
- Enhanced customer satisfaction
- Greater flexibility
- Clearer alignment of IT’s capabilities to support business strategy.
10% reduction in repeat calls to service desk
IT – one less support staff
Business – increased “productivity”
Efficient & effective change management system
IT – fewer problems from bad changes
Business – faster time to market
Efficient & effective capacity management
IT – better budgeting, better resource usage
Business – better budgeting, improved cash flow
Benefits that Drive ROI
- Reduce Incidents by 30%
- Reduce Mean Time To Repair by 80%
- Reduce cycle-time for changes by 25%
- Improve implementation of no fault changes by 25%
- Reduce high-priority and emergency changes by 50%
- Reduce (over) capacity by 15%
- Increase availability by 10%
- Decrease Time to Market
70% achieving “tangible & measurable” benefits
- 85% resolution at FPOC (First Point Of Contact)
- 79% reduction in downtime & other factors
- Downtime reduced from 60 to 15 mins
Proctor & Gamble
- $100 million p.a. savings!