Home Source: http://www.zdnet.com.tw/news/software/0,2000085678,20122422,00.htm
ITIL is a heat topic at current years, but the expert has actually made the different sound. Referring to ITIL framework, it is not to be able to solve all problems and not to be suitable for all organization. As CA ITIL practices manager concurrently honor Vice-president Brian Johnson indicate that ITIL framework is a reference for the enterprise IT working flow design only, also it is not a standard which can apply to any mechanically in any organization and industry. The goals for using the ITIL framework to improve enterprise’s IT service quality and efficiency, as well as decreases the cost of IT operation and the accident has the possibility, and then reflected that in business service quality and efficiency.
The ITIL true core lies in enterprise's demand. Johnson indicated that ITIL itself is a set of methods and procedures; uses for to assist the enterprise to make the IT flows working well, causes IT services can combine within enterprise's service goal. If enterprise already has a good operated flow itself, it is not necessarily to change to ITIL framework. Enterprise must realize which processes have to change in the existing working flow first then appraises the following step. The key point is the business change to be better with ITIL framework, but not focus on ITIL implementation.
In term of practice aspect, ITIL really has possibly enhances enterprise's IT services, but if enterprise's culture is not suitable on ITIL framework, the result possibly will be actually a disaster on ITIL implementation mandatory. Here has a bad example on American company inducts 6 Sigma solution in their business operation, this company already has very much on innovation ability. After inducting 6 Sigma solution, actually instead was inferior to the past. When the enterprise must introduce any standard, framework or methodology in the business operation, needs to be confirm that really suitable in their own personnel, organization characteristic and the culture, otherwise possibly could not receive the expectation effect, also could have the negative influence in the business processing.
Johnson also reminds this if enterprise intends to have ITIL or any new working flow, the essential establishment has the substantive authority (e.g. sufficient share attains the CIO authorization) IT service design team to take responsibility on the sole execution, on one side they must have ability communicates the demand with operating unit, on the other hand, can also coordinate and integrate IT department's resources, this can impel and realize the new working flow truly.
Thus this article, I can understand the ITIL framework is an assistance tool to support the business operation based on the business strategy. It can achieve the business processing flow automation and may help everybody feel better on their hard working. But tool is tool; it can help us to formulate the strategy we needs. It is a human’s work, impossible to be substituted.
Thursday, May 22, 2008
CA CIO：Adopting ITIL from the beginning of urgent question
Home Source: http://www.zdnet.com.tw/news/software/0,2000085678,20120564,00.htm
Phil Stunt the Vice president of CA global Information Technology Department, he believed that before the enterprise adapting to the ITIL framework, the most difficult things is find out their own demand, And then decided should start from where. Discovers what problems are the company has? And define which items should be achieved on the first priority base on the ITIL implementation? This key point will affect the successful or failure on ITIL process implementation.
In case, there have the different order of priority in different enterprise and different stage of management. The enterprise has understood the currently demand which will be easier to define the actual effect of ITIL. Also could clearly to find the suitable starting point. Regarding to the general enterprise, they are unwilling to introduce ITIL framework to their company, because it is hardly to appraise the benefit on ITIL implementation.
Due to CA have numerous Branch office in the world, therefore IT government becomes the first priority to concentrate. This company has 1,800,000 above infrastructure events every time (for example network not steadily and so on), finally must involve the IT personnel actually just 1500, because they already uses the CMDB and Service Desk related solution many years.
CA also spends a lot of many in personnel's education and training in practicing ITIL framework. Stunt indicated that they have more than 600 people in IT department; the arrangements on education and training cost not to be low, average each personnel invest possibly surpass 1000 US dollars.
I agree with the CA CIO idea, using the ITIL framework on fixing the urgent question for the business. Although ITIL concept involving is quite broad, inducts partially first from the core business, thus reduces services operation cost, in accordance with the situation expands again the scope, transforms to be helpful on the promotion of profit’s service tool, that will be easier to feel the effect bring from ITIL standard.
Phil Stunt the Vice president of CA global Information Technology Department, he believed that before the enterprise adapting to the ITIL framework, the most difficult things is find out their own demand, And then decided should start from where. Discovers what problems are the company has? And define which items should be achieved on the first priority base on the ITIL implementation? This key point will affect the successful or failure on ITIL process implementation.
In case, there have the different order of priority in different enterprise and different stage of management. The enterprise has understood the currently demand which will be easier to define the actual effect of ITIL. Also could clearly to find the suitable starting point. Regarding to the general enterprise, they are unwilling to introduce ITIL framework to their company, because it is hardly to appraise the benefit on ITIL implementation.
Due to CA have numerous Branch office in the world, therefore IT government becomes the first priority to concentrate. This company has 1,800,000 above infrastructure events every time (for example network not steadily and so on), finally must involve the IT personnel actually just 1500, because they already uses the CMDB and Service Desk related solution many years.
CA also spends a lot of many in personnel's education and training in practicing ITIL framework. Stunt indicated that they have more than 600 people in IT department; the arrangements on education and training cost not to be low, average each personnel invest possibly surpass 1000 US dollars.
I agree with the CA CIO idea, using the ITIL framework on fixing the urgent question for the business. Although ITIL concept involving is quite broad, inducts partially first from the core business, thus reduces services operation cost, in accordance with the situation expands again the scope, transforms to be helpful on the promotion of profit’s service tool, that will be easier to feel the effect bring from ITIL standard.
Sunday, April 27, 2008
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.
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.
Tuesday, April 15, 2008
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.
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.
Monday, April 07, 2008
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.
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.
Sunday, April 06, 2008
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:
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.
Tuesday, April 01, 2008
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
- Configuration management
- Change management
- Release management
- Incident management
- Problem management
- Service desk
- Service delivery
- Service level Management
- Capacity management
- Financial management for IT services
- Availability management
- 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.
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