©2004Hewlett-PackardTheinformationcontainedhereinissubjecttochangewithoutnoticeWhatisITILandWhyShouldICare?dianehoschlersr.itsmsolutionarchitectdecember2004DianeHoschlerSr.ITSMSolutionArchitectHPConsulting&IntegrationDiane.Hoschler@hp.com916785-0991ThebigshiftsinThebigshiftsinbusinessbusinessAllprocessesandcontentarebeingtransformedfromphysicalandstatictodigital,mobileandvirtual.Thedemandforsimplicity,manageabilityandsimplicity,manageabilityandadaptabilityadaptabilityischanginghowthecompanyworksandorganizes,buysandusestechnology.Horizontal,heterogeneous,networkedorganization.Withacquisitions,needtoembraceStandardsStandardstoimproveconnectionanduseusecommonlanguagecommonlanguage.CIOvs.CEOPriority60%ofCEOsSayITisalignedwiththeirgoals.CIOManagementPriorities1.IncreaseBusinessEfficiencythroughIT-enabledprocessimprovement2.AlignITandbusinessgoals3.Improveinternalcustomersatisfaction4.CreatecompetitiveadvantagethroughIT5.ControlITcosts1.AlignITandbusinessgoals2.IncreaseBusinessEfficiencythroughIT-enabledprocessimprovement3.CreatecompetitiveadvantagethroughIT4.Improveinternalcustomersatisfaction5.ControlITcostsCEOManagementPrioritiesforITCIOMagazineMinimizerisk:•Ensuresecurityandcontinuityofinternalbusinessoperations,whileminimizingexposuretoexternalriskfactorsMaximizereturn:•Improvebusinessresults;growrevenueandearnings,cashflow,andreducedcostofoperationsImproveperformance:•Improvebusinessoperationsperformanceend-to-endacrosstheenterprise•IncreasecustomerandemployeesatisfactionIncreaseagility:•EnablethebusinessorganizationandoperationstoadapttochangingbusinessneedsCIObalancingactCIObalancingactDefining,MeasuringandAssessing“Agility”easeLevelofeffort,cost,andriskrequiredtointroduceandsupportchange.rangeBreadthofchangethatcanbesupportedorintroduced.timeSpeedatwhichinfrastructurechangescanbeimplemented.“Asetofrelatedcomponentsprovidedinsupportofoneormorebusinessprocesses.TheservicewillcompriseofarangeofConfigurationItemtypes,butwillbeperceivedbythecustomera...
