ITIL Guiding Principles for KSR Students

Basic and its must

1. Mr. K.SENTHIL KUMAR,M.E., Lecture by ASSISTANT PROFESSOR INFORMATION TECHNOLOGY K.S. Rangasamy College of Technology Tiruchengode – 637 215. Namakkal Dt. Tamil Nadu ITIL Guiding Principles AUGMENTED INTELLIGENCE LED MANAGED SERVICES

2. ITIL Guiding Principles 2

3. 3 The value of the services is always determined in the perspective of customers. More than the creation of value, it has to be realised and acknowledged by the stakeholders, upon value realization. Every service, produces an output which can be measured and checked through its utility & warranty. Example: An IT Service like monitoring and managing the IT Infrastructure of the customer is aimed at ensuring the availability of the services. Firstly, In the absence of the monitoring and managing services, organization cannot learn the variations in the infrastructure which impacts the availability & reliability of the services. Focus on Values

4. 4 Organizations on the verge of building new systems tend to scrap the existing system In this tendency, organizations will lose out on the opportunities of leveraging on existing environment, practices, technologies which are useful while establishing the new or improving the existing ones. It is extremely unproductive to take such approaches, which would result in waste of effort, time, and loss of existing systems, services, practices, people, process, tools & technology platforms. Example if in a service desk the call closure performance is checked regularly to reduce the duration of call closure, it might result in improving the call closure performance. However, it Would result in too much focus on minimizing time, rather than resolving the call (for example: incident) to the satisfaction of the user. Start where you are

5. 5 Every service which is established, is done so by taking a step by step approach. It is sensible and practical to accomplish it iteratively rather than doing everything in one go. This will help in organizing the work into smaller and manageable pieces, which can be executed in order and with appropriate control. Example Assume a scenario where the organization decides to build an application for the finance department. While the ITSM understands the requirements of the finance department, i.e. modules for accounting, billing, payment processing etc., these modules should be there along with the capabilities of communication, reporting etc. Progress iteratively with feedback

6. 6 While an organization takes up an initiative, the involvement of the right set of people is essential for making the right decisions. This involves assimilating right information, which is more relevant and appropriate to take forward the initiative, with increased probability of success in the long run. Example An organization decided to transform the entire organization to a single technology platform (like Operating System), to bring in the better collaboration and transaction. While doing this, the organization has to engage with all stakeholders across the organization like users and department heads (functional heads) To understand the details of requirements in each function/department like the applications used, the system configuration requirement Collaborate and promote visibility

7. 7 While establishing and managing an IT service, one needs to know the overall picture of the service and service management system; a bird’s eye view. A clear understanding is needed of how all the components of the service organization are organized and function together Example Think and work holistically

8. 8 The principle, keep it simple and practical, emphasizes on establishing the minimum required steps in an approach or process to achieve the objectives. It is important to produce the solutions which are workable, practical, and understandable while delivering the solutions. Example In an online “net banking” service, capturing data, such as how long it took for a customer of bank to complete the entire process of his/her activity, may add little value for decision-making and identifying the opportunity to improve customer experience. Keep it simple and practical

9. 9 The optimization refers to making something more effective and improving the usefulness of that as needed. Optimization shall be done for entire services, systems, processes, products etc. The objective of optimizing helps in maximizing the value by better utilization of resources i.e. Human resources or Technology Resources. Example Resource Optimization refers to the methods and processes, which are used for aligning the available resource to what is required. Optimize and automate

10. 10 While following the ITIL guiding principles, it is important to recognize that they interact and depend upon each other. Principle interaction

11. Thanks for watching !   K.S.RANGASAMY COLLEGE OF TECHNOLOGY (Autonomous) Tiruchengode – 637 215, Namakkal Dt. Tamil Nadu www.ksrct.ac.in Keep Learning & Growing ! /ksrct1994