Post on 23-Jul-2015
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?What is ITIL
ITIL is used throughout the world as a de-facto standard. The principles and methodologies have been adopted by major organizations.
The Information Technology Infrastructure Library is a customer-focused, process-oriented approach to IT Service Management.
Successful IT organizations have turned to IT Service Management & ITIL to guide them through the planning, design, development, delivery and support of their services.
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ITIL Operational Processes
Configuration ManagementTo ide ntify , control and v e rify configuration of IT se rv ice s
Service Desk ManagementTo prov ide a s ing le , ce ntral point of contact for all use rs of IT within anorganization. At a minimum, the s e rv ice de sk function handle s all incide nts , s e rv ice and change s re que s ts and prov ide s an inte rface to all of the othe r s e rv ice support proce s se s .
Incident ManagementTo re s tore s e rv ice s with minimal bus ine ss dis ruption
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ITIL Operational Processes
Problem ManagementTo minimize the adve rse affe ct of IT proble ms .
Change ManagementTo prov ide a proactiv e , automate d and inte g rate d approach to infras tructure change control that minimize s bus ine ss risks and promote s s trate g ic planning for Infras tructure manage me nt
Release ManagementTo e nsure that only te s te d and corre ct v e rs ions of hardware and software are prov ide d.
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ITIL Tactical Processes
Service Level ManagementEnable s IT organizations to align with the bus ine ss units the y support by prov iding the frame work for e s tablishing and monitoring se rv ice re quire me nts by automating the tracking of critical me trics
Availability ManagementTo e nsure the appropriate le v e l of re source s to support the availability of IT se rv ice s
Capacity ManagementTo e nsure that ade quate capacity is av ailable to me e t bus ine ss re quire me nts , balancing supply with de mand.
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ITIL Tactical Processes
Continuity ManagementTo addre s s the pre paration and planning of disas te r re cove ry proce dure s for IT se rv ice s .
Financial ManagementTo prov ide cos t e ffe ctiv e control ov e r IT asse ts and re source s .
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1.0 DOLPHIN V
1.0 DOLPHIN V Sys tem
is the mos t comprehens ive s olution deve loped in 6.0 SAP ECC platfom
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Our Miss ion
Providing a professional solution in order to manage IT infrastructure as set of business process for improved efficiency, quality and ROI.
Developing all ITIL modules in the powerful and well-known SAP ECC platform
Developing a fully customizable, flexible, easy-to-use and integrated ITIL solution in the SAP R/3 environment
In this way Dolphin V1.0 helps IT organizations move toward a State of Operational Excellence
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Our Objectives
Optimize employee productivity
Maximize infrastructure availability
Ensure best usage of deployed capital
Drive to lowest cost for the acquisition, deployment, maintenance, change and disposition of assets used by employees
Improve the customer satisfaction
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Our Vis ion
Over all Management of IT Services
Consolidated Service Desk Approach
Incorporating the Best Practices
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1.0 DOLPHIN V
Dolphin V1.0 enables organizations to reduce operational costs, improve operational efficiencies, support employee productivity, enhance business performance and achieve measurable ROI by standardizing on common service model based on ITIL best practices.
Dolphin V1.0 provides an integrated environment with international service desk and single point of contact between end users and the IT department that delivers consistent and measurable service.
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1.0 – DOLPHIN V Consolidated Service Desk
Worldwide services requests management and reporting
Service request firewall system. Reject non-it requests or join the same requests into one incident
Fully customizable action management and messaging infrastructure
Full text searching for IT related documents
Detailed history tracking for service requests
Time zone analyse in determination of the response and restore times
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1.0 – DOLPHIN V International IT Management
Establishment of the international teams for large size change requests
Automatically request forwarding option to available IT services and specialists according to emloyee occupancy rates
IT service pooling and sharing algorithm. IT departments can share their services to usage of the other IT departments in the corporate
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Proses Model
C M D B
Business Requirements & Customer ProcessesExternal Tools
CMDB ReportsCMDB StatisticsPolicies / StandardsAudit Reports
Customer Satisfaction Survey
Service ReportsIncident StatisticsAudit Reports
Problem StatisticsTrend AnalysisProblem ReportsReviewDiagnosisAudit Reports
Change SchedulingChange StatisticsReviewAudit Reports
Release SchedulingRelease StatisticsReviewTest StandardsAudit Reports
VersionsIncidents RelationsProblems
Services Desk
VersionManagement
ConfigurationManagement
Changes
Incident Management
Problem Management Change
Management
Vision Scope Document
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Bas ic Process
WEB Interface
Telephone Call
Call Center
Service Request ?
CUSTOMER
Additional Information
Convert to Incident
REJECT
ACCEPT
IN C ID E N TM A N A G E ME N T
Convert to Change
Convert to V/S
C H A N G EM A N A G E ME N T
Convert to Problem
START
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( ) SWEBOOK Software Engineering Body of Knowledge compatible
Service Request
RFC need?
Approval
need?
Vision Scope Form Fulfillment
(Customer)
Vision Scope Form Fulfillment
(IT)
CAB ApprovalChange Request
(mid-size or large-size)
Change Request (pre-approved
bug-fix)
Incident
Customer
yes
no
Opportunity statement Vision statement Benefits Goals Usage analysis Feature lists etc........
Plan data Specialist assignments IT processes assign Technical analysis Architectural strategy Release strategy etc........
noyes
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Integration Alternatives
Easy integration with SAP modules with BAPI’s based on customer requirements
SAP Workflow integration via ITIL business objects MM Purchasing integration CS Customer services integration PM Plant maintenance integration CO Costing integration FI integration SAP Solution manager integration MS Office / Outlook / Lotus Notes integration
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....Thank you very much for your attention
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