Slides from our recent webinar, Beyond the ITIL Binder: Process Improvements Through Critical Communications. Recording to come shortly! Abstract: In an effort to streamline IT with the needs of a business, IT best practice frameworks, such as ITIL, continue to be the go-to resource for IT organizations. Although these frameworks offer guidance, the one-size-fits-all set of best practices often lack specific practical details or examples on how to implement within an organization. Without a proper communication framework, it becomes difficult to implement and use the best practices set fourth in ITIL. In this presentation, David de Swaan Arons, former ITIL consultant and ITSM manager, reviews critical communication considerations and best practices practices to improve ITIL and ITSM processes.

1. David de Swaan Arons
Beyond the ITIL Binder
April 26, 2016

2. 2
Agenda
Webinar
+ Introduction and housekeeping
+ David de Swaan Arons presents: Beyond the ITIL Binder
+ Connect with: David.deSwaanArons@Everbridge.com
+ Audience Q&A
FOLLOW US ON TWITTER, @EVERBRIDGE
TWEET DURING THE EVENT #ITILCOMMS
JOIN OUR EVERBRIDGE INCIDENT MANAGEMENT
PROFESSIONALS GROUP ON LINKEDIN

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Introduction
Our Presenter
David de Swaan Arons
Global IT Alerting Sales Lead
Everbridge

4. Beyond the ITIL
Binder

5. 5
Agenda
•ITIL Framework vs Practice
•What’s at Stake?
•Common Challenges
•Key Processes, Key Audiences
•Practical Tips from the Field
•Summary
•About Everbridge
5

6. 6
Agenda
ITIL & ITA Practical Tips
Key Takeaways
Q&A
& Get a Cool T-shirt
1
2
3
4
5
What’s At Stake

7. ITIL Framework & ITA

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ITIL Framework & Communication
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•Guidance for key IT processes, one language
•Best practice, not a ‘how to’

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ITIL Framework & Communication
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ITIL Framework
OK, so why are we talking IT Alerting?
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IT supports the Business
Why is this important?

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IT supports the Business
IT aligns with the Business
Why is this important?

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IT supports the Business
IT aligns with the Business
Why is this important?
IT is the
Business
An IT issue is a Business issue

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In Case of Critical IT Failure
Your IT Department

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In Case of Critical IT Failure
Your IT Department

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In Case of Critical IT Failure
Your IT Department
Your Customers Are Frustrated

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In Case of Critical IT Failure
Your IT DepartmentIs
Bombarded with Alerts
Your Customers Are Frustrated

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In Case of Critical IT Failure
Your IT DepartmentIs
Bombarded with Alerts
Your Customers Are Frustrated
Your Execs Are
Getting Anxious

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What’s the Cost of an IT issue Today?

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ITIL Framework
OK… so why are we talking IT Alerting?
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• Communications is key across processes
• Critical Issues requires direct response & insight
è Requires critical communication
− Major Incident Management vs. Incident Management
− Change Management à Emergency Changes
− Release Management à Roll Backs?
− Problem Management à Root Cause Analysis, MTTK?

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How do you Address the Cost of an IT Issue/Incident?
Reduce the Mean Time to Repair
MTTI
20min
MTTK
105min
MTTF
45min
MTTV
30min
MTTR example: 200 Minutes
Best Opportunity to Eliminate Inefficiencies
Source: Reduce IT Downtime With Automated Communication, Stephanie Balaouras, Forrester
• Mean time to identify
• Mean time to know
• Mean time to fix
• Mean time to verify

22. ITA Challenges & Tips

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Different Audiences, Different Messages
RESOLVERS
STAKEHOLDERS
IMPACTED
USERS
• Technical summary
• Get on a bridge ASAP to
address the issue
• 2-way communication
• Acknowledgement
• Business Impact
• Seek guidance, approval
• Acknowledgement
• Customer focused information
• Update on impact, workaround
• Next update at

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Do you have a plan?
What would happen if you had a major cyber attack?
DO YOU HAVE A PLAN?

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Do you have a plan?
Cyber attack leading to data breach

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Predefined process: message, roles, actions
- Customer Support team?
- Application teams? Which one?
- CIRT?
- Network team?
- Server team?
- Middleware team?
- DB teams
- 3rd Party Provider? ISP? SaaS provider?
At 3:18 AM who exactly are you calling?

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Integration with ITSM & ITOM Tools
èSmart Integration to Facilitate
- ITSM tool
- ITOM tools (Event Management, Monitoring)
- Support single source of record
èPhased approach
èValue vs Cost
èP1 vs P3
èK.I.S.S.

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Inefficient Workflows Caused by Disparate
Systems & Point Solutions
Servers
Monitoring
/ NOC
Help Desk &
Ticketing System
Customers
& Workers
Call Tree /
Scheduling Calendar
Email CellPhonePager
Resolvers
Incident
Lead

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Avoid Point Solutions for Critical Communications
IT Alerting
Security
HR
Business Continuity
Share:
• Contacts
• Locations
• Departments
• Comms Engine
• Integrations
• Contracts
• …

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Don’t try to Boil the Ocean
•Trying to roll
out ITA across
all areas at
once
èPhased approach
- Rolled out to MIM (Major P1s)
- Rolling out to Infrastructure Teams
- ITSM integration

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Use the right communication channel
Emails don’t wake people up!

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Coordination and Acknowledgement
no
response
Fixing it
now!
Give
me 5
I’m
busy
On my
way
Email System
Down!
• Include the ability to
confirm message receipt
as well as to confirm
acceptance of tasks

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Learn from major incidents
We keep running into
the same issues when
trying to get someone
to respond to/fix an
incident!
• Analyze incidents and response
through after-action reporting
• Determine most effective
communication paths and tactics
• Find out how long it takes to get
confirmation from on-call staff

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Key Takeaways
Support ITIL Service Operation Processes with
Critical Communication Option
Phased ApproachHave a plan
Integrate smartly
Communicate with
ü Your IT Teams
ü Your Stakeholders
ü Your Impacted Users

35. About Everbridge

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Everbridge
We provide enterprise software applications to
automate the delivery of critical information to
help keep people safe and businesses running.
Emergencies
Community
Events
IT Outages
Secure
Messaging
Geo-Targeting
for Safety

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Who We Are
2,700+ Global

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Everbridge Market Leadership
2,700+ Enterprise Customers
4 of the 10
largest U.S. based
healthcare providers
8 of the 10
largest U.S.
cities
Market
Recognition
24 of the 25
busiest North
American airports
7 of the 10 largest
U.S. based
investment banks
6 of the 10
largest global
auto makers
6 of the top 10
consulting firms
Top 3 nuclear
plant operators
4 of the 10
largest U.S. health
insurers

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