How one company turned around a bad experience

Home Source:
http://www.networkworld.com/newsletters/nsm/2006/0306nsm1.html

ITIL already became a workable and best practice on IT service management, but in the real world, there still emerges few setback examples from the implementation of ITIL. What factors cause the organization or company turned around? A story has happened in an international telecom company. They want to provide new services to its customers within new technologies. This company made a number of acquisitions. As a result the company's infrastructure became more comprehensive. The existing IT groups without much consolidation, just a little centralized control, poor communications and plan B on technology issues and redundancies. Few years later, this company wants to introduce ITIL framework in their organization. Hiring the business analysts and created a 12-person ITIL team for ITIL implementation. Each team member was certified. That team directly report to executive management. However, the decision was made to separate the team, including both managerially and operationally.

After one year on investigation and analysis, that team provide a quite comprehensive implementation plan to the organization. That plan was following all the ITIL guidelines and has been customized to fit the company's ideal operations. That plan is more theoretical than practical, event this plan has been customized for telecom workflow. But it was incompatible with the real-case in this kind of complex and non-standard structure IT organization.

Meanwhile, the organization continued to grow; IT staff had not been on board since the projects commencement. In addition, the communication problems and understand the basic ITIL methodologies, plus the implementation process incompatible with the actual workflows and roles. The ITIL was pulled back and assigned to IT architects for mend initially.

Eventually, their ITIL implementation is come true, but it is push by the large customer contracts which identify the ability of service levels requirement for the services. Also copy others successful story’s environment which includes tools, CMDB set up concept and implementation. This time the company understands the benefits from ITIL, after the labor, times and expenses. This story reports by Chris Matney on network world.

Enterprise's information environment is more complex on day by day, special on the integration of cross platforms and cross departments. Thus this story can be seen, it is no piece of cake on the reconstruction of information system without the strategic plans. Because of the information service management rules is affects the enterprise to be able truly support each business service operation. A balance between theory and practice is very important. The truly experience holds benefit of the ITIL framework implementation; both theory and practice had been achieved.

FAR EASTONE (FETnet) induct ITIL proof their IT value

Home Sources:
http://www.ithome.com.tw/itadm/article.php?c=35077
http://www.advtekgroup.com/content/view/114/163/
http://app.digitimes.com.tw/ShowNews.aspx?zCatId=254&zNotesDocId=0000034431_A2K5BK3U0Q49B5T0V51B0

In order to representing the IT value; FAR EASTONE (FETnet) (http://www.fetnet.net ) induct ITIL to their corporation.

They start to carry on the assessment in 2002. As the result, FETnet commence the ITIL project from the service desk, and then develop a series e-Form platform to manage all electronic documentation operation. The ITIL application has been developed to the peak in 2004. Under the conformity demand, documentation works within the official forming on identical management.

At present in FETnet IT foundation, they reconstruct their IT departments on 6 big units which divide into the network service, the office automation service, the distributed service, the service desk, the data operations center and the system technology support. Each unit also has the different target of achievements and the grade of service management. Their system technologies support the different working attribute area with a conformity e-Form platform.

According to IT foundation reconstruction, they have established the different level of service agreement, for example the event processes the time must surpass 30 minutes and so on, if surpasses 30 minutes not to process, the system will make a alert with a red color symbol to the operator, also the user may penetrate FETnet services quality with on-line system to give grades. Therefore they review grade of services each week for the formulation reasonable target. FETnet’s ITIL project which is special inducts, certainly they do not purchases set of ready-made tools directly. However, they still need help with some third party tools. An example listed as next.

FETnet Assistant manager Mrs. Zhu mention, inducts HP the ILM information life cycle management system to improve ORACLE ERP in the short two months and establishes the data compilation with the working standard procedure which files away, this HP the ILM solution display the proper attention to both security and the efficiency.

In my opinion, ITIL is the global recognition in IT services management. The enterprise inducts ITIL will be the future tendency, obtain the ITIL authentication at early step, that will create the opportunity of understand how the information changing which affect the enterprise’s working flow in the life cycle that would increasing the competitive ability in the industry and strengthened business operation.

PepsiCo targets ITIL compliance

Home Source:
http://www.computerweekly.com/Articles/2007/11/15/228103/pepsico-targets-itil-compliance.htm

According to Saran’s report in computer weekly, Pepsi Cola takes the lead to impel ITIL standard in IT service in England. They have obtained the good result after inducts ITIL to let the user wait for the IT service desk response the time decay one half. This successful improves the IT service and usability. The improvement on user seeks approximately IT service at helpdesk has promoted 1 time from needs to wait for 2 minutes in 2006 to only needs to wait for 1 minute in 2007; and more than 20% user feeling the IT department has been achieved in 2007. The service flow on continuously informed the correlation progress rate increased from 28% in 2006 to 40% at 2007, which approved with the implementation of ITIL methodology.

PepsiCo IT services manager Tim Huelin indicated in the itSMF conference in England, Pepsi Cola is planning impels ITIL standard to the global various business foothold after England success on ITIL implementation with Partner in IT consultant firm's assistance. They estimated it can be finished in 2009, the location such as Europe, Asian Pacific, Africa and so on.

Pepsi Cola achieved their prospect which impelled ITIL standard to promote the user satisfaction of IT service initially. The user degree of satisfaction also obviously enhances which demonstrated by the result as listed previous, they looking to the right consultant firm's assistance. They support Pepsi Cola transform IT processes to conforms to the ITIL standard from has not formulated the service support flow to their user. Although they have not listed ITIL implementation in details how to establish the processes and how much investment they are expended, but Pepsi Cola getting the profit from ITIL implementation, the success has proven by the data.

ITIL V2 .vs. V3

Home Source :
http://www.ogc.gov.uk/guidance_itil_4899.asp
http://www.best-management-practice.com/Portfolio-Library/IT-Service-Management-ITIL/ITIL-Version-3/

ITIL version 3 is announced at middle of 2007. The version 3 appearance is not substitutes for version 2. It is remodeling and supplements the deficiency of version 2. The biggest difference on ITIL V2 and V3 are ITIL V2 is take the working flow as the guidance and emphatically to the flow execution. Version 3 uses the idea of life cycle, business processes with IT services closely. In other world, ITIL V2 is being process-oriented whereas V3 is much more service-oriented. Certainly, V3 provide more realistic practice methodologies than V2.

ITIL version 3 is focus on IT service management which is reflected in the following five areas:

• Service Strategies
• Service Design
• Service Transition
• Service Operation
• Continuous Service Improvement

So, the comparison between version 2 and version 3 on Different layer of implementation as next:

Version 2

• Business and IT Alignment
• Value Chain Management
• Linear Service Catalogues
• Collection of integrated processes

Version 3

• Business and IT integration
• Value Network Integration
• Dynamic Service Portfolios
• Holistic Service Management Lifecycle

ITIL standard is like a set of IT services encyclopedia. Version 2 suits for the organization if enterprise's IT management had not achieved in mature situation. Cause version 2 is focus on the processes flow control. They need a better flow control on their IT services first, for instance, change management. And then they can update to version 3 later. Many application or system is collected together become services. If the enterprise's IT operation has already been mature and wants to manage a good IT service on the life cycle in further. They suits to use version 3.

ITIL version 3 is an updating version based on the version 2, its core elements maintained with the version 2 uniformity and carries on the version 2 flow according to the service life cycle recombines and the renewal.

What is ITIL?

ITIL Home Source:

http://www.itil-officialsite.com/AboutITIL/WhatisITIL.asp

http://www.ogc.gov.uk/guidance_itil_4671.asp

ITIL is an acronym for Information Technology Infrastructure Library. Which is a guide which provides organization to approach the Information Technology (IT) services quality on the business; and which is a set of best practices standard for IT service management. ITIL is scaleable and has been developed in variety organization or company. In order to satisfy corporate aims and meet their business needs. Also it can be adapted and adopted in different ways according to each individual organizations needs. It provides the foundation and a customizable framework of best practices to achieve quality IT service and overcome difficulties associated with the growth of IT systems.


There are the core elements of ITIL version 2:

• Service support

1. Configuration management
2. Change management
3. Release management
4. Incident management
5. Problem management
   

• Service desk

1. Service delivery
2. Service level Management
3. Capacity management
4. Financial management for IT services
5. Availability management
6. IT service continuity management

This framework used for IT service management and delivery. However, there does not provide the details or steps for implementing on services improvement. The problem is organization or company needs to understand their current system situation, also they have to do an assessment which can help to finding out the implementation step on which parts can gain the greatest IT value. And then to develop the right roadmap achieves their business quality and successful in futures.