ITSM Implementation

May, 2013

Abstract
Information Technology Infrastructure Library (ITIL) is the worldwide de facto standard for IT Service Management. ITIL is
intentionally composed of a common sense approach to service management do what works. And what works is adapting a
common framework of practices that unite all areas of IT service provision towards a single aim delivering value to the
business. The use of IT today has become a utility to business. Simply having the best technology will not ensure it provides
utility-like reliability. Professional, responsive, value driven service management is what brings this quality of service to the
business. The Service Manager best practice workflows are based on the Information Technology Infrastructure Library (ITIL)
standard, a widely recognized source of guidelines for Information Technology Service Management (ITSM). This paper presents
the best practices implemented for the customer to deliver value to the customer.

By Neha Rastogi
| WIPRO INFOTECH |

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Contents
Introduction ............................................................................................ 3
Key Challenges Facing an IT Manager .................................................... 3
ITIL Service Management Practices .......................................................... 4
Why Implemented Service Management? ............................................... 5
Service Manager Application ................................................................... 5
Overcoming the Challenges Service Manager Application ..................... 6
Improvements in Services Provided to the Customer ............................... 7
Conclusion .............................................................................................. 7
Appendix ................................................................................................ 8
References .............................................................................................................8
About the Author...................................................................................................8

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Introduction
ITIL is a compilation of best practices for managing IT services. Service Manager is certified as
compatible with ITIL objectives and standards. Service Manager complies with 100% of the ITIL
mandatory requirements and 80% of the recommended requirements for Incident, Problem, Change,
and Configuration Management processes. Service Manager has the additional certification of ITIL
Service Support Enhanced because it complies with a more extensive set of criteria.
This paper intends to identify the key challenges facing an IT Manager and how to overcome that. The
author believes that most of the challenges are due to lack of focus strongly on the processes required
to deliver effective services to the business customer.
The objective of this paper is to provide the reader with a practical view of addressing these challenges
by introducing a well-defined processed based approach of ITSM-explicitly bridging the gap between
technology and business.

Key Challenges Facing an IT Manager

Inability to implement changes without disruption

Inability to maintain consistent release management
Inability to implement and manage understandable Service Level Agreement
Inability to identify and administer components
Inability to obtain ISO certification
Inability to determine the cost of a service-never mind the ability to control costs Contribution to
solving business challenges - This means contributing earlier in the planning cycle
A measurable contribution to the business value chain
Service provision as opposed to IT product delivery
A business like relationship
A consistent and stable service
Less emphasis on technology

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ITIL Service Management Practices

Service Manager best practices implements the processes found in ITIL Service Transition and Service
Operation practices (Fig 1)
Service Transition

Service Transition focuses on how to transition new

or updated services into operation. It gives guidance
on how to control the risks of failure and disruption
and prevent undesired consequences while still
allowing innovation. Important topics include
Change Management, Release Management,
Configuration Management, and Service Knowledge
Management.

Service Operation

Service Operation focuses on the activities required

to manage service operation and to achieve
effectiveness in the delivery and support of services
as defined in Service Level Agreements with the
customers. Important topics include Incident
Management, Problem Management, and Request
Fulfilment.

Figure 1. ITIL based ITSM Practices

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Why Implemented Service Management?

Professionalism
Focus on benefits to the customer/business
Decision making metrics
Clear points of contact
Part of a QM strategy - focus on continuous improvement
Cost reduction - based on the standardization of the expensive processes (20/80) Avoid
reinventing the wheel
Long term survival!

Figure 2. Service Management

Service Manager Application

Proven Processes

Service Manager built in best practices and easily defined workflow mean less
time spent on implementing solutions and more time gathering business data
for informed decision making.

Complete
IT
Infrastructure
Management Solution

Service Manager provides the tools needed to manage operations today and
into the future.

Minimized Operations
Risk

Because Service Manager combines information with repeatable, measurable

workflow and accurate data about the environment, risks associated with
change are minimized.

Controlled Costs

Service Manager management tools help control costs by helping clients

understand the costs associated with IT services and effectively managing
technical staff.

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Overcoming the Challenges Service Manager Application

The following modules are implemented to deliver value to the customer:
Service Desk

The Service Desk application includes all direct interaction between a user and the service desk by
phone or by email. It also includes all user activities that occur by use of the self-service Web portal
(for example, searching the knowledgebase, checking for status updates, or logging an interaction).

Incident
Management

The Incident Management application ensures that incidents are resolved within agreed-on service
level targets and automates reporting and tracking of a single incident or a group of
incidents associated with a business enterprise. It also enables you to categorize and track various
types of incidents (such as service unavailability or performance issues, hardware or software
failures, etc.) and to track the resolution of these incidents.

Problem
Management

The Problem Management application helps to minimize the effects of incidents caused by errors in
the IT infrastructure and to prevent their recurrence by enabling you to identify the underlying
reason for one or more incidents, implement workarounds, identify known errors, and provide
permanent solutions. Its purpose is to prevent problems and resulting incidents, to eliminate
recurring incidents, and to minimize the impact of incidents that cannot be prevented.

Change
Management

The Change Management application controls the process to request, manage, approve, and control
changes that modify your organization's IT infrastructure. This process includes changes to all assets
and configuration items, such as network environments, facilities, telephony, and resources. It
covers changes to baseline service assets and configuration items across the entire service life cycle.

Request
Management

Request Management is the Service Manager application used to manage user requests for
products and services. Requests affect only the person making the request, or a subordinate group
of employees.

Configuration
Management

The Configuration Management application ensures that selected components of a complete IT

service, system, or product (the Configuration Item) are identified, base lined, and maintained
and that changes to them are controlled. It also ensures that releases into controlled environments
and operational use are completed on the basis of formal approvals.

Figure 3. General flow of Service Manager Application

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Improvements in Services Provided to the Customer

Improved customer service and satisfaction

Increased accessibility through a single point of contact and information Better quality and faster
turnaround of customer or user requests Improved teamwork and communication
Enhanced focus and a proactive approach to service provision
Improved usage of IT resources and increased productivity of all users
The ability to detect and resolve incidents, resulting in lower downtime and higher service
availability
The ability to align IT activity to real-time business priorities
The ability to identify potential improvements to services, and additional service or training
requirements
Improved service quality and reliability
Use standardized methods and procedures to ensure efficient and prompt handling of all changes
Record all changes to service assets and configuration items (CIs) in the Configuration
Management System (CMS) Optimize overall business risk
Respond to customers changing business requirements maximizes value and reduces incidents,
disruptions, and rework
Respond to business and IT requests for changes aligns services with business needs

Conclusion
This paper attempts to provide an insight into the practical implementation of a governance model by
providing pointers to artefacts and tools & methodologies which can be applied across other
engagements.
Organizations can face uncertainty in understanding which framework, method or standard of practice
they need in order to excel at managing IT services. ITIL has a solid harmony and can co-exist within
an organization to meet a range of service management needs.

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Appendix
References
Books

The Official Introduction to ITIL Service Life Cycle, Published By ISO.

About the Author

Neha Rastogi is a SI Engineer with almost 2.5 years of experience in the IT sector contributing in the
implementation of Enterprise Management services (EMS) for customers. Her experience is in
implementing and supporting ITIL based HP Service Manager which includes modules like Change
Management, Service Desk, Incident Management, Problem Management, Request Management, and
Configuration Management & Service Level Management.

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About Wipro Technologies

Wipro is the first PCMM Level 5 and SEI CMMi Level 5 certified IT Services Company globally. Wipro
provides comprehensive IT solutions and services (including Systems Integration, IS Outsourcing,
Package Implementation, Software Application Development and Maintenance) and Research &
Development Services (hardware and software design, development and implementation) to
corporations globally.
Wipros unique value proposition is further delivered through our pioneering offshore Outsourcing
Model and stringent quality processes of SEI and Six Sigma.

Wipro in Global Infrastructure Services

Wipros Global Infrastructure Services (GIS) is a pioneer in the Infrastructure Management services
space with revenues of 2Bn USD. This division contributes to over 30% of IT revenues of Wipro Ltd,
with a headcount of over 26,000+ technical specialists. Our strong domain capabilities and specialized
offerings help businesses across the globe transform their vision to results. Backed by our strong
network of iGCCs (Integrated Global Command Centers) and 10 owned datacenters spread across US,
Europe and India, GIS is enabled to provide cost variabalization, accelerated growth and continuous
innovation for global businesses. Few of our industry specific service offerings include Wireless Place,
ShoptalkTM, Bank-in-a-Box while our traditional offerings include data center management, cloud,
managed network, managed security, end user computing and business advisory services.

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