ISACA SIG ITIL Presentation

ISACA Chennai Chapter is the oldest ISACA chapter in India and has been playing a very proactive role in educating its members on the latest industry updates. This year it decided to incorporate a Special Interest Group or SIG to focus on IT Service Management. SIG -ITIL as it is informally called conducted a meeting on the 6^th of April with a focus on Service Design and Service Transition.

There were two speakers who were to give the theoretical perspective to the topics while they needed a speaker to give a practical perspective. I was contacted by one of the Chapter members to give two presentations of about one hour each covering both Service Design and Service Transition.

Keeping in mind the post lunch time and the profile of the participants; my presentation was peppered with a lot of anecdotes bringing to light the challenges faced in providing appropriate services.

The base case study used was an actual implementation of full-fledged customer support department created by Sunil in the early 90’s which saw services being provided for about 5000 computer systems across 300 locations across India. From the Service Design perspective component the focus was on:

·         Design Coordination
·         Capacity Management
·         Availability Management
·         Service Level Management

The anecdotes were based on People and processes with the thought running from the lines of Douglas Adams, taken from the Service Design book:

“The common mistake that people make when trying to design something completely foolproof is to underestimate the ingenuity of complete fools”

The focus on Service Transition was based on the words of Andy Warhol, taken from the Service Transition book

 “They always say that time changes things, but you actually have to change them yourself”

 The processes covered included:

·         Change Management
·         Service Asset & Configuration Management
·         Release & Deployment Management
·         Service Validation & Testing
·         Knowledge Management

It was a great way to get back into the presentation and writing space. Expect a lot more articles after a long break.