Microsoft® Office

Visio® Professional 2007 for IT

Putting Visio into Practice:

ITIL Overview
Presenter:
Date:
ITIL Goals

 Align IT services with current and future

needs of businesses and customers
 Improve quality of IT services delivered
 Reduce the long-term cost of service
provisioning
What is ITIL?
ITIL: information technology infrastructure library
 Best practices in management of IT service
processes
 Developed by UK Office for Government Commerce
(OGC)
 Areas of focus
 service delivery
 service support.
 Recently added
 Security and Risk mgmt
 Infrastructure Mgmt
 Application mgmt
 From “what” to “how”-the business viewpoint of IT
Why ITIL is important
Gartner, 2005
“Six in 10 IT projects fail because people underestimate or fail to
build correct infrastructures to support the projects.”

“Fully adopting an IT service management strategy can cut an

organization's cost of IT ownership by about 50%.”
What Is Your Familiarity With or Use of ITIL?
2003 2004
Never heard of it before now 27% 22%
Know that it has something to do with IT management
processes and best practices 42% 36%
Have used ITIL to help document incident and problem
management processes 14% 16%

Currently use multiple ITIL management process guides 17% 25%

Survey responses 138 164
Source: Gartner Research (December 2004)
Why ITIL is important
Forrester, 2005
"2005 will be the year when ITIL goes mainstream."

“Around 12% to 13% of $1 billion-plus companies have

implemented ITIL in some way, shape, or form.”

“ In a survey of 65 CIOs, 3% identified ITIL as their

primary process methodology.”

“Interest in ITIL is especially evident in governmental

institutions and in certain geographies, particularly
Holland, the UK, and Canada.”
Why is ITIL important

 The IT Service Management Forum

membership has almost tripled over the past
three years, from 550 to roughly 1,600
 U.K. ITIL publisher The Stationery Office,
reports that about one-third of ITIL-related
traffic on its Web site comes from the U.S.
Source: Network World, 2004
Service Management Processes
IT HELP DESK
Service Delivery Service Support
Service Level Management Incident Management
Maintain and improve IT service Restore service quickly when an
quality. incident occurs

Financial Management Problem Management

Stewardship of IT assets and Minimize impact of incidents on
resources business

Capacity Management Change Management

Meet capacity and performance Utilize standardized methods to resolve
requirements change-related Incidents

Configuration Management
Availability Management
Provide accurate information on system
Deliver required levels of availability
configurations

Continuity Management Release Management

Ensure that IT functions can be Plan and oversee successful SW/HW
recovered within agreed time frame rollout
Gartner Research Study 12/04
Gartner Research Study 12/04

What Models Are You Planning to Standardize on for IT Operations?

ITIL (only) 31%
CobiT (only) 4%
CMM (only) 3%
ISO 9000 (only) 3%
Six Sigma (only) 7%
All of the above 1%
ITIL & CobiT or CMM 13%
ITIL & ISO 9000 or Six Sigma 19%
None of the above 19%
Survey responses 134
Source: Gartner Research (December 2004)
ITIL Version 3

 Scheduled for release May 2007

Continual Service Improvement

Service Operation

Service Transition

Service Strategies

Service Design
ITIL Process Documentation
Use Visio 2007 Professional for all ITIL diagram types
 Basic and Cross Functional Flowchart
 Workflow diagram
 Fault tree analysis
 Event, Input-Process Output
 Detailed network diagram, end user devices
 Helpdesk shapes-problem, incident, service desk, KB
 Service Level Mgmt Shapes:
SLA, OLA, RFC, CI, flags, error fault/failure
 Drill down analysis (pivots for fault analysis, or problem
drilldown)
 Various types of data and application flows
 Communication perspective:
Website Map, project timeline, org chart
 Block drawing for conceptual analysis
Example: Visio ITIL Process Flow

 Use Visio 2007 Pro ITIL

template
 Standardize flows
for incident and Incident Mgmt Service Desk
Service Request
Service Level

problem mgmt. as
per ITIL guidelines Problem Mgmt
Availability

Capacity
Change Mgmt

Financial Management
For IT Servces
Release Mgmt

Service Continuity
Configuration Management
Database
Example: Process Flow Data
 Data graphics
 Generate dynamic data views from static diagrams
Example: IT Fault Analysis
Easily create
1 fault tree Data Graphic – Event
diagrams
Information Systems
using the failure
Q mean 0.0022
Visio stencils

Data Graphics
Import show the context
2 production of data
data from an
Excel file or
Database Data Graphic –
End Event

3 Q mean 0.0005
Link the data to Visio shapes and Sensitivity Value
display the data using Data Graphics 1.01