Title: The What, Why, When & How of ITIL

• Abstract: This presentation will discuss what ITIL (IT Infrastructure Library) is, why organizations are implementing ITIL, how most organizations approach ITIL, and some common impediments. Starting with an overview of ITIL and the business problems driving organizations to consider such best practices, we will then present the five process areas in ITIL Service Support: Incident Management, Problem Management, Change Management, Release Management and Configuration Management and how organizations have benefited from implementing one or more of these integrated processes. In keeping with a typical implementation of ITIL, we will take a closer look at the Change Management process area as a starting point, as this process area is the crux of the ITIL Service Support processes. We will highlight the various stages of the ITIL Service Support approach, and will emphasize the impact ITIL can have on IT, and specifically on the business.
  
  Following this discussion, there will be a practical demonstration of automating these processes to illustrate these principles and concepts. We will discuss the various approaches, and the steps required to leverage one or more ITIL process area in your existing business environment. We will end the presentation with a brief question and answer session.
   

• Bio: Tim Zonca is the Senior Product Marketing Manager for Operations Process Management solutions at Serena, a global provider of enterprise change management software and services. Mr. Zonca holds ITIL Foundation Certification, has over eight years experience in the software technology field, and has been part of the Serena team since 2003. Prior to Serena, he supported Systems Management, Network Security and Content Management applications and worked at both startups and established software vendors such as Platinum Technology and Computer Associates. He received a Bachelor of Arts from St. Louis University.