Software Expo 2005 INTRODUCCION A ITIL Mayo 2005 Title slide

ITIL Defined Service Support Service Delivery ICT Infrastructure Management Application Management Security Management Planning to Implement Service Management ITIL The Information Technology Infrastructure Library (ITIL)R is a framework of IT Best Practices defined in a series of books. ITIL documents industry best practice for IT Service Management ITIL is gaining worldwide momentum as an industry best practice for implementing key systems management disciplines. A list of the ITIL books can be found at: http://www.ogc.gov.uk Software Asset Management ITIL R ITIL is a registered trademark of the OGC (the UK Government's Office of Government Commerce)

itSMF

El marco de ITIL consiste en una serie de libros que documentan las mejores prácticas de la industria en Gestión de Servicios IT The business The technology Planning to implement service management The business perspective Service management ICT Infrastructure management Service support Service delivery RON ITIL framework books The Business Perspective Familiarise business management with Components of and design of the Information Technology (ICT) infrastructure to support their business processes Understanding of service management standards and better practices Benefits of better IT Service management practices Helps business talk same language to the IT Operations Concerned with understanding and improving IT service provision as an integral part of an overall business requirement for high quality IS management. Covers issues such as: Business Continuity Management Partnerships and outsourcing Surviving change Transformation of business practice through radical change. Planning to Implement Service Management Helps service providers plan implementation of service management best practices Key issues to consider when planning the implementation of IT Service Management Help business talk on same language to the service provider Guidance on aligning business needs to IT Enables assessment of whether IT service provision is meeting needs of the business Guidance on level of service management maturity and on implementation processes Application management Manage applications from initial business need through the application management lifecycle to retirement. Interaction of service management and ICT infrastructure management. Alignment of IT projects through their lifecycle with business. ICT Infrastructure management Covers ICT infrastructure lifecycle Identification of business requirements Design and planning processes. Deployment processes. Operations processes. Technical support processes. Addresses the following areas in more detail: Network Service Management Operations Management Management of Local Processors Computer installation and acceptance Systems Management. Service Management All the IT processes the business requires to support and deliver IT services. Helps establish: improved quality of service (more reliable business support) Clearer view of current IT capability Increased flexibility and adaptability Improved cycle time for changes (and greater success rates) Service Delivery Looks at the services the business requires of the provider (internal IT organisation or external provider) in order to provide adequate support to the business customer. Service Support Ensuring the User has access to the appropriate services to support he business functions. Security Management Interfaces with Service Support/Delivery processes in the areas of: Confidentiality Integrity Availability of data S/w & h/w security policies E.g. Security Mgt interfaces with Service Mgt to assess the impact of proposed changes on security, to raise RFC’s in response to security problems; to ensure confidentiality and integrity of security data and to maintain the security when software is released into the live environment. Security management Application management ITIL is a registered trademark of the OGC (the UK Government's Office of Government Commerce)

ITIL’s Framework in Detail Service Level Management Availability Management Capacity Management IT Services Financial Management IT Services Continuity Management Service Desk Configuration Management Incident Management Problem Management Change Management Release Management Design and Plan Deployment Operations Technical Support IT Infrastructure Security Management Security setup from the IT manager's point of view Linking Business to IT Service support is the most popular currently worldwide in terms of customer popularity – ITIL book on Service Support is most often referenced. ITIL is a library of books the what you need to do to manage IT as business – but does not explain in detail how to do it. The ITIL framework places a strong emphasis on process – and is of most interest to customers who see process as important Application management is NOT application development. Instead, it looks at the entire life cycle of managing applications from a service point of view. For example, for SAP when you are gathering requirements you need to think about all of the service management elements to make the life cycle effective. How will the application be configured? Will it be available at the required service levels? How will new releases be deployed? How will it be supported? Etc. All books are released except for “The Business Perspective” which will cover the business value chain (customer / IT / business), business alignment (how organization is set up and how it is governed & managing the relationship between IT and business) … mostly overview of ITIL’s value to the business and that IT should have a business perspective. What is the vision? Where are we now? Where do we want to be? How do we check our milestones? How do we keep momentum? Manage the Business Value Align Service Delivery with Business Strategy Drivers and Organizational Capability Application Lifecycle Management Organization Roles and Functions Control Methods and Techniques

What else do you need to “make ITIL work? Implantación de best practices de IT Management (“Making ITIL Work”) requiere no solo conocimiento académico de las best practices o modelos ITIL Design & implementation methods What else do you need to “make ITIL work? Align IT with business objectives Lower the long term cost of service delivery Improve the quality of IT services OBJECTIVES Service Management Implementation expertise Integrated Process & Governance Models ITIL Prioritizing & Diagnostic Techniques T h e B u s i n T h e c n o l g y Planning to implement service management ITIL Capability Maturity Model The business perspective Service management ICT Infrastructure management Muchas empresas han luchado con la implantación de best practices de IT Management. “Making ITIL Work” requiere no solo conocimiento académico de las best practices o modelos Service Management Implementation expertise Integrated Process & Governance Models ITIL Prioritizing & Diagnostic Techniques ITIL Capability Maturity Model ITIL Design & implementation methods Project management Skilled & experienced IT management consultants ITIL Tool Vendor Strategic Partnerships Project management Service support Service delivery Skilled & experienced IT management consultant Security management Software Asset Management ITIL Tool Vendor Strategic Partnerships Application management ITIL is a registered trademark of the OGC (the UK Government's Office of Government Commerce)

Al final, el secreto de todas la implantaciones con éxito es la integración de organización, procesos, tecnología y datos Technology Implantación planificada Acuerdo en objetivos realistas Planteamiento estructurado Confianza en las disciplinas de gestión de proyectos Compromiso a nivel ejecutivo Information Services People Process Gente bien gestionada, con la información correcta, ejecutando un proceso bien definido y soportado por tecnología adecuada, ofrecerán servicios de alta calidad al negocio que soportan

Relación de IBM con ITIL IBM y su compromiso y liderazgo en el desarrollo de “Best Practices” de Gestión de IT. Libros originarios de ITIL Los "Yellow Books" de IBM fueron la clave para el desarrollo de Service Support IBM consultants fueron autores que contribuyeron a la confección de los libros Los curso de IBM fueron utilizados como guía por otros autores Los nuevos libros de ITIL "Application Management" - IBM Netherlands fue coautor con Microsoft "Service Delivery" - IBM UK aportó quality assurance ITIL Software Asset Management book Ongoing IBM es un miembro GLOBAL del itSMF (The IT Service Management Forum) IBM preside o está representada en varios de los comites del itSMF IBM UK esta ayudando en la producción de los libros de bolsillo del itSMF, como por ejemplo: Application Management ICT Infrastructure Management IBM Canada contribuyó en Introduction to ITIL Service Management Handbook

IBM proporciona servicios, asociados a implantación de ITIL, que van desde el diagnostico, diseño e implantación, complementándose esta última con soluciones pre-empaquetadas que aceleran dicha implantación Formación y certificación en ITIL Foundation Practitioners Service Manager ITIL – Servicios de Consultoría Servicios de Assessment ITIL Self Assessment Workshops ITIL Process Maturity Matrices ITIL Assessments Servicios de diseño Estrategia de IT Management Definición del portfolio de Servicios Process Design Diseño a alto nivel Diseño detallado y desarrollo ITIL Servicios de implantación Planificación e instalación de productos Desarrollo de código adaptado Adaptación de formularios y paneles Carga de datos Formación en productos IBM es partner con un número de vendors cuyas herramientas/productos han sido validados por terceros y han sido valorados de forma que se ajustan al framework de ITIL IBM has enhanced its ITIL Service capabilities with years of experience and intellectual capital. Whether you want ITIL Consulting Services, Implementation Services, or a Packaged Solution, IBM comes to the table with years of experience delivering excellence. IBM offers ITIL self assessment workshops, ITIL process maturity matrices, or consultant-led assessment engagements. IBM offers IT management strategy, service portfolio definition and process design engagements, including high level and detail design and development. IBM offers a wide range of ITIL implementation services, including product planning and installation services, custom code development, tailoring of forms and panels, population of data, and product training. And IBM has leveraged its vast base of knowledge in its pre-packaged IRM Accelerator solutions. ITIL Packaged Solutions IRM Accelerator (Full) IRM Accelerator for SMB

How ITIL Fits Within Tivoli and IBM IT Service Management and Operations process process process enables Autonomic computing e-Business On-Demand process process process

Workflow Models Using WBI Modeler

Process Reference Guide

IBM Tivoli’s Strategy 1 Continue investing in a broad and deep set of IT infrastructure management products that automate IT tasks 2 Invest in a platform that enables the automation and integration of IT processes Speaker notes to be added. Deliver a new set of process automation products based on best practices – that leverage a customer’s existing investment in IBM Tivoli Software products 3

IBM Tivoli’s Portfolio Linked To Processes Existing Product Portfolio Additional Products 3 Offerings that deliver IT process workflows … 1 Tivoli products that automate specific infrastructure management tasks Release Management Information Lifecycle Management Availability Management Will be updated to more easily integrate with each other Security Solution Capacity and Workload Management Business Service Management Service Continuity/ High Avail Service Level Management IT Financial Management Infrastructure Orchestration … with an integration platform that connects the workflows with the existing infrastructure management products Availability Speaker notes to be added Security Optimization Provisioning 2 Configuration Management Database Workflow Engine Software Resources System Resources Virtualization Core Processes and Collaboration Policy Configurator

Leveraging IBM’s On Demand Structure Process Y Product x Product x Product x Product x Process Choreographer Enterprise Service Bus CMDB Product x Product x Product x Product x Product x A process automation offering makes a customer IT process more efficient and effective, and consists of: A set of 2 or more products Workflows running on WebSphere Process Choreographer Linkages to a CMDB

Un Ecosistema abierto al resto de Proveedores CCMDB [ Process Modeler and Choreographer ] Partner Asset Partner Asset SOA Software Cisco Network Administration Software Partner Assets Los Procesos se integrarán para todos los vendedores de herramientas Los Datos se integrarán y gestionarán a través de CCMDB La Automatización de Procesos se extiende a través de los límites anteriores Open Process Automation Library (OPAL)

The Future Of IBM IT Service Management Today Near Term Future … Identity & Access Management Release Management Change &Configuration Management Availability Management … Integrate Identity & Access Management Release Management Change &Configuration Management Availability Management … We think that the center of gravity really is shifting from the products that are associated with managing the deployment of composite applications in support of On Demand Business processes, to the IT processes that are required to deliver the right labor cost equation and the right cycle time in terms of the amount of time it takes. Through the autonomic initiative, we're really driving manageability into the industry, and obviously that includes the IBM products, and how this comes together between Tivoli and the autonomic unit is how we deliver this to the client. Tivoli becomes the integration point. I want to spend the remainder of our time really talking about where we see this going. So again, today we talk about out capabilities in a more product-centric way around the automation blueprint. Again, we've got many great examples of how the capabilities that are coming from the autonomic computing initiative are actually helping us. The autonomic monitoring engine is actually technology being delivered with our Tivoli monitoring capability. We've got the solution install packages that are feeding into the Tivoli provisioning manager, so that's in place today and it's giving us the ability to automate IT activities, integrate these components, and get to much greater standardization around management. In the near term, and when I say near term, I really mean 2005, really kind of a 12-month horizon, you're going to see us come out in a much more bold way around this process-oriented, go-to-market model. This is not a Tivoli-only thought. It's a thought that really goes across IBM global services, Tivoli, the delivery side of IBM global services, the stuff they're doing with UMI, the things that we are doing with the consultants at IBM global services, who are actually engaging our customers, using assessment tools , and helping customers find the weaknesses in their processes, the best practices, and the technology that can then be in support of them, so that's really what's going to be happening in the new term. The first half of next year is when we'll be more articulate about this and we'll begin to deliver the kind of solutions, based on the investments we're making in things like work flows and business process modeling. We see this further extending in terms of being able to integrate across these IT processes and make sure that truly we're making the data center, the IT management, as On Demand as the business is, in support of the business becoming On Demand . This is where, again, the increased amount of delegation and, therefore, proactivity into the autonomic manager layer occurs. It's also where we begin to see an expansion of this capability into the business processes via the business performance management solutions. Automate IT Activities Integrate Autonomic Components Standardize Management Information Resources Automate Key IT Processes Increase Automated Information Sharing Across Processes Autonomic Capabilities Embedded More Deeply Integrate Across IT Processes Delegate Many Activities to Autonomic Managers Linkages to a Variety of Industry Business Processes Technology Breadth & Depth Open Standards & Architecture Innovation & Investment

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