School of Engineering

Ajeenkya D Y Patil University, Pune

2018-19

Subject: Information Technology Infrastructure Library

Bachelor of Computer Application (MACT)

Topic:Report on implementing ITIL in your own company

Company Name- CONNECT
By

Student Name: Mansi Sawant (URN NO.: 2017-B-30031999)

Pradnya Kamble (URN NO.: 2017-B-02121999)
Shweta Shinde (URN NO.: 2017-B-30091998)

Guided By: Prof. Shailvi Maurya

Introduction
The complexity of Information Technology (IT) systems makes it difficult to match customer requirements with
the capabilities of service provider. Early 1990s, most service organizations established few service-level
agreements (SLA) as key performance indicators (KPI) but it was difficult to measure/monitor them in a
distributed systems environment . To address these problems, many organizations adopted Information
Technology Infrastructure Library (ITIL) as a framework for improving the service support processes. In the
past, many IT organizations focused only on technical issues. Now, IT companies are focusing on providing a
high quality service. IT became a part of daily business activities in every organization. The ITIL is not
hardware or software, but it is a technique to manage the technology and communications in an optimal way.
The ITIL is not just a set of rules that must be followed, but guidelines for IT service support process. The
primary objective of the ITIL is to establish the best practices and improving the standard of IT service quality
that customers should demand and providers should supply . The ITIL can be used as a quality service guideline
for objectives : Better quality control, service level, efficiency, cost reduction, and effectiveness of information
flow, SLAs, and control over business processes. ITIL plays an important role in helping a business
organization to meet its objectives since it helps to manage the IT resources more efficiently. One should
consider the environment (social, organizational, and physical), processes and their interdependencies among
different dimensions of a company. A clinical information system (CIS) and end-user of a bio-medical
application are depicted

What is ITIL?
The ITIL (Information Technology Infrastructure Library) is a framework designed to standardize the selection,
planning, delivery and maintenance of IT services within a business. The goal is to improve efficiency and
achieve predictable service delivery. The ITIL framework enables IT administrators to be a business service
partner, rather than just back-end support. ITIL guidelines and best practices align IT department actions and
expenses to business needs and change them as the business grows or shifts direction.

Company Name

Connectis the name of the company. This company will manage all the calling and messaging
service.Characteristics of a successful ITIL communications plan include:

•Communication that shows executive buy-in at the start of an ITIL programme. The initial message should
come from the highest level to communicate executive support and commitment to the programme.

•A strategy that matches key delivery points in the ITIL implementation to a planned communication, with a
consistent message that reinforces the milestone success and benefit to the people.

•A variety of communications vehicles that can range from newsletters, video messages, voicemail, email,
intranet postings, internal advertising and more.

•Messages that target individuals based on their roles. The deeper you get into an ITIL implementation, the
more granular your communications will become for specific roles.

A challenge in any ITIL communications plan is tailoring the communications to individuals. Through the
years, many of us have learned the best way to communicate is to present the information in a format with
which the recipient is most comfortable. But how do you know what that best way is? Effective communication
requires an understanding of the personality traits of the individual. There are a few proven techniques that you
can use to tailor communications and get the message effectively delivered and understood. One such technique
is done using a simple set of questions to help determine a person’s dominance in four areas:

• Analytical

• Detailed

• Holistic

• Interpersonal

IMPLENENTATION OF SERVICE STATERGY IN CONNECT-

Service Strategy- It is core stage of service lifecycle. The purpose is to define strategic approach for service
management across the whole lifecycle, which includes understanding business perspective, future plans,
position and activity pattern that a service provider needs in order to be able to deliver the service that meets the
business needs.

OBJECTIVES-

1. Understanding the strategy for messaging and calling service provided in Company.
2. How customers will use this service.
3. Defining Customer perceived.

PROCESSES INVOLVED –

1. Service Portfolio Management-

Purpose- To ensure that we are providing appropriate calling and messaging services to meet the
requirements of customer. This also includes company’s investment and interaction with other services.
Implementation in Connect-
It is a complete set of services providing to customers like incoming/outgoing calls, messages which will
include contractual and financial commitments like for how much it cost for per incoming and outgoing
call. If two people are communicating via messages how much it should be charge per message. All this
discussion will happen in a meeting and decisions will taken as per the majority which is benefited to
both customers as well as service provider.

Three sections of service portfolio includes

pipeline section-Contains information of services that are in pre-operational state.
Service catalog- customer facing issues and live operational services.(Call-Center service)
Retired section- The services that have been retired.
A balance approach to the introduction of new services and development of services, compare to the
development of live services, will ensure that we can manage any conflicts in resource allocation.
2. Financial Management-
Purpose- To design , develop and deliver the services that meets the organizational requirements with
appropriate level of funding.
Implementation in Connect-
 Financial Management is a must part in any organization. IT services must ensure that the practices are
consistent with existing cooperate controls and that reporting and accounting activities meet with
governance standards as defined by whole company.
For instance, the Company was charging Rs 1 per outgoing message. If the customers are facing
problems than according to their feedback company should decide and work on existing service charge
and should be ready with other plan to meet the customers requirements which will benefit them as well
as customers.
All the financial related work should be managed consistently with trusted communities to avoid any
pitfalls in the service provided by Service Provider in company.
Financial management consist of three main phases-
Budgeting- This is the process of predicating and controlling income and expenditure of money for
calling and messaging service within an organization.
Accounting- To account fully for the way that it’s money has been spent includes ( charts, ledgers ,
journals and so on).
Charging- This the process required to bill customers for the use of services and will be applicable only
were organizational accounting models require it to take place.

3. Business Relationship Management-

Purpose- Establish a relationship between service provider and customer and maintain this continuing to
review the business and customer needs.
For implementing this in Connect, the company provides customers will the call center service where
they can put forward any query which they are facing and the service provider i.e. the Employees of
call center will try to solve the issue.
For instance, if the customer is charging more than what he a bonded too than after issuing the case in
call center the employee (service provider) will make sure to solve the issue. He will check all the
previous records, will checklist if there is any fault form their side and through this process the relation
establish between the customer and service provider will help the company in future to build up more
rapport and gain success which will indeed take company to Higher level of benefits, ideas, plans and
Satisfaction.
IMPLEMENTATION OF SERVICE DESIGN IN CONNECT -
Service Design- The purpose of service design is to deliver a new service or a change to an existing service that
is capable of delivering the strategic outcome required. This involves not only the technology used to deliver the
service but the process and policies needed to ensure that the technical solution delivers the intended value.

OBJECTIVES-

1. Quality design of service

2. Minimize the amount improvements necessary

Process Involved-

 Service Design Package(SDP) consists of one or more documents provides during service design stage
that describes all aspects of service throughout its lifecycle.
 Four key elements of service Design-
People- The people involved in designing the message and voice call system. This will include staff
members, designers, mangers etc.
Process- there is a process for everything we do and if its with business perspective than is proper
documentation of each and every process and service the company design so that for further
modification if its required things will be available to the staff to introduced changes to an existing
system or to develop a new process. For calling and messaging service there is process to be followed in
order to meet the future requirements.
Products- This are tools and technology used to design a particular service. The proper tools and
technology should be used to maintain the flow of service and to provide customers what they actually
need.
Partners- This may include the external suppliers, third party suppliers and manufacturers who will
assist the company to deploy a successful product..
Five major aspects of service design includes-
Service solution- it is the job of service design to deliver a solution that meets the requirements within
any technical or financial constraint that exists. The solution must work well with existing service. In
messaging service if there may happen that at some point in time the designers feel that it should look
more attractive if try to implement sending of photos via messaging than this feature should wok along
with considering the pre-existing features.
Management Information System and Tools-
This are used to support and automate process. We cannot directly implement any feature to any service.
A proper methodology should be followed like service knowledge management, information security
system, quality management should also be applied to design and integrate a new service.
Architecture-
The architecture design for the messaging and calling service should not be affected with this added
feature. The designers will have to ensure that there should not be uncertainty in pre-existing
architecture as it will affect the whole cycle. If the current designed feature is not feasible than either the
architecture should be amended or new service feature should be revised.
Measurement system-
The current metrics that are gathered must be sufficient to enable the service to be assessed for
efficiency and effectiveness.
Processes-
The new process will need to be designed and existing process should be checked to see wether the
required any improvement or not.

SERVICE LEVEL MANAGEMENT-

The purpose of service level management is to ensure that all the current and planned IT services are
delivered to agree achievable targets. It is about discussing, negotiating and agreeing with the customer
about what IT service should be provided and ensuring that objective measures are used to ascertain
whether that service has been provided to the agreed level.
Service level agreement contains all the guidelines, terms and conditions and policies that are meant to
followed by customers as well as service providers. This contains what the service is about, how the
services providers will help the customers. Everything is in written documentation format so that further
there should not be any kind of problem.
It is important to make the distinction between the service and the support provided for that service. The
SLA should state what level of throughput is reasonable. Security aspects of the service should be stated
in SLA.
Operational level agreement- straight forward agreement between internal support department or other
internal departments who are supplying an element of service. OLA’s describes commitments for each
IT team. Thus a proper flow of process should be followed to avoid any type destruction.
IMPLEMENTATION OF SERVICE TRANSITION IN CONNECT –
Service Transition:Service transition makes sure that new or changed service satisfies the needs of customers
and business expectations as documented in the service strategy and service design lifecycle stages.

Objective:

1. The objective of ITIL Service Transition is to build and deploy IT services. The Service Transition
lifecycle stage also makes sure that changes to services and service management processes are carried
out in a coordinated way.

Processes Involved:

1. Change Management:
Process Objective: To control the lifecycle of all Changes. The primary objective of Change
Management is to enable beneficial Changes to be made, with minimum disruption to IT services.
In Connect, over the period of time there will be enhancement of technology that has to be incorporated
in the particular service. For this change management works as a solution to keep our customers with us
throughout the changes that are being made in the process. It takes care that the change decided to be
done will not make huge difference for existing customers to use the service further and also will not
make a trouble for new customers planning to move to our service.

2. Change Evaluation:
Process Objective: To assess major Changes, like the introduction of a new service or a substantial
change to an existing service, before those Changes are allowed to proceed to the next phase in their
lifecycle.
Role of this in Connect is like evaluator. Evaluation of the change that has to be made is necessary int
terms of technical aspects as well as customer point of view. Also it looks after the process if it will
sustain the ongoing service and fit well to move further to other phases in their lifecycle.

3. Project Management (Transition Planning and Support):

Process Objective: To plan and coordinate the resources to deploy a major Release within the predicted
cost, time and quality estimates.
As the enhancements are done it has to be deployed in estimated time, cost and quality so to look after
that this is done. In Connect, the deployment has to be valid and appropriate or else it will hamper the
business miserably so to take care of this project management plans and coordinates the resources to
deploy.

4. Application Development:
Process Objective: To make available applications and systems which provide the required functionality
for IT services. This process includes the development and maintenance of custom applications as well
as the customization of products from software vendors.
5. Knowledge Management:
Process Objective: To gather, analyze, store and share knowledge and information within an
organization. The primary purpose of Knowledge Management is to improve efficiency by reducing the
need to rediscover knowledge.
It is very necessary to know about what we all are working and striving for in a business. This makes the
production and delivery more effective and time consuming. So also for Connect knowledge
management helps in acquiring the knowledge about overall service we are providing.
IMPLEMENTATION OF SERVICE OPERATION IN CONNECT –
Service Operation: It ensures that services are being provided efficiently and effectively as per SLAs. It
includes monitoring services, resolving incidents, fulfilling requests and carrying out operational tasks.

Objective:
1. The objective of ITIL Service Operation is to make sure that IT services are delivered effectively and
efficiently. The Service Operation lifecycle stage includes the fulfilling of user requests, resolving
service failures, fixing problems, as well as carrying out routine operational tasks.

Processes Involved:
1. Event Management:
Process Objective: To make sure CIs and services are constantly monitored, and to filter and categorize
Events in order to decide on appropriate actions.
It handles the various events that are been processed in the ongoing service. It may be different
subscriptions or any other event it makes sure that the services are constantly monitored.

2. Incident Management:
Process Objective: To manage the lifecycle of all Incidents. The primary objective of Incident
Management is to return the IT service to users as quickly as possible.
If anything goes wrong , we should be able to react in proper way and manage the service to bring it
back in place as soon as possible which will not make a trouble to the customer.

3. Request Fulfillment:
Process Objective: To fulfill Service Requests, which in most cases are minor (standard) Changes (e.g.
requests to change a password) or requests for information.
There can be any issue that may be faced from customer’s side, so we are able to make the changes
accordingly and help them there and then.

4. Access Management:
Process Objective: To grant authorized users the right to use a service, while preventing access to non-
authorized users. The Access Management processes essentially execute policies defined in Information
Security Management. Access Management is sometimes also referred to as Rights Management or
Identity Management.

5. Problem Management:
Process Objective: To manage the lifecycle of all Problems. The primary objectives of Problem
Management are to prevent Incidents from happening, and to minimize the impact of incidents that
cannot be prevented. Proactive Problem Management analyzes Incident Records, and uses data collected
by other IT Service Management processes to identify trends or significant Problems.
IMPLEMENTATION OF CONTINUAL SERVICE IMPROVEMENT IN CONNECT

The CSI approach and also the 6-Step CSI Model

Businesses got to unceasingly upgrade and improve their services so as to stay competitive. Therefore, there’s a
necessity for steady, current enhancements throughout the Service Lifecycle.

The Continual Service Improvement (CSI) is the stage of the ITIL Service Lifecycle that focuses on making and
maintaining continuous worth for purchasers. This is often done by distinguishing and implementing
enhancements to the IT services that support the business processes.

Starting an enhancement initiative simply to complete it as another task is wrong. Perhaps it doesn’t essentially
look that means, however an enhancement initiative affects all of a company’s levels – from strategic all the
way down to the individual level. On the basis of that reality, it’s logical that a managed approach is required to
implement improvement initiative(s). The CSI approach is intended to do exactly the same – it provides a
managed thanks to handle improvement initiatives for all interested parties and also the company itself,
similarly as groups or people.

PDCA (plan–do–check–act or plan–do–check–adjust) is an iterative four-step management method used in

business for the control and continuous improvement of processes and products. It is also known as
the Deming circle/cycle/wheel, the Shewhart cycle, the control circle/cycle, or plan–do–study–act (PDSA).
Another version of this PDCA cycle is OPDCA. The added "O" stands for observation or as some versions say:
"Observe the current condition." This emphasis on observation and current condition has currency with the
literature on lean manufacturing and the Toyota Production System