broderick new itil
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7/28/2019 Broderick New ITIL
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ITIL Implementation
~
2006 FTA Technology Conference &Exhibition Albuquerque New Mexico
August 2006
Paul Broderick
Commissioner
State Revenue Office
Victoria Australia
2State Revenue Office -Victoria
My country - Australia
6
AustraliaAustralia -- States & PopulationStates & Population
Northern
Territory
0. 2M
Western
Australia
1.9M
Queensland
3. 8M
South Australia
1.5M New South
Wales
6. 7m
Victoria
4.9M
ACT
0. 3M
Tasmania
0.4M
Total Population:
20 Million
[approx]
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3State Revenue Office -Victoria
My home town - Melbourne
4State Revenue Office -Victoria
My football team – St Kilda
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5State Revenue Office -Victoria
Purpose of the presentation
Share our experiences on the
implementation of ITIL in the State
Revenue Office (SRO) Victoria
6State Revenue Office -Victoria
Agenda
Background information on the SRO
Our vision
Our achievements
What is ITIL?
ITIL processes
Why did the SRO adopt ITIL
Our approach
The results
Accreditation reality
What worked well
Benefits of ITIL for the SRO Negatives
Q&A
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7State Revenue Office -Victoria
Background information…
The SRO is the major revenue collectionagency for the Victorian Government
We administer a range of taxes, subsidies& exemptions
In 2005/06 we collected $7.9 billion inrevenue
The SRO has 450 staff across twolocations in Victoria – Melbourne
– Ballarat (Regional Centre)
8State Revenue Office -Victoria
Our Vision
To be recognised as one of Victoria’s bestperforming organisations
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9State Revenue Office -Victoria
Some achievements…
ISO 9001 certified (Quality Standard)
Insourced IT services after 7 years of Outsourcing
-Built an IT department from ‘scratch’
-Saved the government $2m per annum
10State Revenue Office -Victoria
Some achievements…
Award winning Balanced ScorecardReporting System
Best practice risk management system &framework
Gold Technology Award for our revenue
management system “e-Sys”
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11State Revenue Office -Victoria
Some achievements…
Reputation for delivering IT Projectson time and on budget
Australian Business Excellence Award for Information and KnowledgeManagement
First government organisation in theworld to achieve ITIL certification
12State Revenue Office -Victoria
What is ITIL?
Information Technology InfrastructureLibrary (ITIL) is a set of references: – developed by the UK’s Office of
Government Commerce – describing an integrated, process based,
best practice framework for managing IT
Services – Forms BS15000 or AS8018
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13State Revenue Office -Victoria
ITIL Processes
Service Delivery – Service Level
Management – Financial
Management (for IT) – Capacity
Management – Service Continuity
Management – Availability
Management
Service Support – Incident Management – Problem Management – Configuration
Management – Change Management – Release Management
14State Revenue Office -Victoria
Why did the SRO adopt ITIL?
ITIL was adopted after we ended a 7 year outsourcing relationship.
The driving force for insourcing was-
– COST
– CONTROL
– CULTURE
We wanted to “build the best small IT shop ingovernment.”
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15State Revenue Office -Victoria
Why did the SRO adopt ITIL? (cont…)
We looked for best practice in IT servicedelivery and found ITIL
Seen as a way of attracting andretaining good IT staff.
ITIL certification was a naturalprogression of our ISO 9001certification.
SRO sees value having its proceduresand processes externally reviewed and
scrutinised
16State Revenue Office -Victoria
The Standard makes some bold claims!
“This Code of Practice describes the
best practices for service management
processes…”
“…these service management
processes deliver the best possible
service to meet an organisation’sbusiness needs within agreed resource
levels…”
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17State Revenue Office -Victoria
Our approach
May 2003 – Insourced all IT services using ITIL model
January 04 – 8 months after ‘bedding down’ insourced IT services,
investigated requirements to achieve ITIL certification. – Certification not available under BS15000 at that time
March 04 – Set goal to achieve ITIL compliance of > 80% by 30 June
2005
April 04 – engaged consultant to assist
18State Revenue Office -Victoria
Our approach
1. June 04 – Consultant assessed SRO ITIL readiness at 70%
which was the highest rating they had assessed over last 2 years in State and Federal Govt.
July - September 04 – Initial workshops to complete gap analysis – ITIL Foundation training – Process owners appointed – Commenced drafting ITIL processes (filling the gaps)
October 04
– AS8018 released (based on BS15000)November – January 05
– Accreditation project schedule developed – Project formally started
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19State Revenue Office -Victoria
12 April 05 – Stage 1 audit conducted by LRQA to review
documentation to establish all proceduresrequired were available, controlled and inplace.
16 June 05 – Stage 2 audit conducted by LRQA to carry
out an assessment of the SRO ITmanagement system to the Standards
20State Revenue Office -Victoria
The results
18 week time-line from formal projectstart in January 05 to 1st audit. – Stage 1 audit – 8 non conformances
Additional 5 weeks to continue tocapture / consolidate ITIL compliantevidence and address stage 1 non-conformances
This was completed with in-houseresources who were still required for operational support.
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21State Revenue Office -Victoria
The Results
Certification obtained for a period of 3
years – 2 minor non conformances – Surveillance audits every six months for
3 years
Subsequent Surveillance auditssuccessfully completed without anynon-conformances (3 conducted in
2005/06)
22State Revenue Office -Victoria
Accreditation Reality
AS8018 (Australian Standard for ITIL) isquite prescriptive
Writing processes, refining documentation,gathering evidence and undertaking internalaudits not a core skill of process owners
Tools utilized for Service Desk, ConfigurationManagement and Management Reportingrequired significant upgrade to better supportthe ITIL processes
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What Worked Well
Project management focused attention on the
schedule and deadlineGoal was to keep processes simple
– Not trying to re-invent the wheel – Re-use of existing AS9001 processes – Support and coaching – On-going training and development
Experienced ISO internal auditor
Senior management focus and commitment
IT staff committed to achieving ITIL
certification – they wanted to be the first in Australia
24State Revenue Office -Victoria
Benefits of ITIL for the SRO
Documented IT policies andprocedures to an external standard(AS8018)
Greater visibility of changes
Better reporting
Better maintenance of in-sourcedenvironment leading to on-going costsavings and reduced risk
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Improved communication andinformation flows between IT andcustomers – Contact service desk for incidents /
services requests
A quality approach to IT services
ITIL certification has attracted staff wanting to working in a certified
organisation to increase their skills
26State Revenue Office -Victoria
Negatives
Overheads in reporting – requiresmore in-depth reporting (needs to bebalanced with the benefits of moretransparent reporting by IT)
Frequent audits – Cost of external audits – Time commitment of internal auditors
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27State Revenue Office -Victoria
Some of the organisations with ITILcertification
CSC
EDS GE Capital Services
HP GlobalSoft
IBM UK
Infosys
LG
NEC
Northrop Grumman
Samsung
Satyam
Siemens IT Operations
State Revenue Office
28State Revenue Office -Victoria
Questions?
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