itil & pmbok
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ITIL and the PMBOKDavid Pultorak
PresidentFox IT, LLC
PMI-ISSIG WebinarThursday May 20, 2004
©2004 Fox IT, LLC. All rights reserved. 2
What we will cover
Introduction to ITILWhy and how organizations are adopting ITILMapping ITIL to the PMBOKGetting started with ITIL
©2004 Fox IT, LLC. All rights reserved. 3
Polling Question 1: Where are you with ITIL?
We’ve just now heard of itWe’ve adopted the PMBOK, and are considering ITILWe’ve read the core ITIL booksWe’ve taken the self-assessment/read the pocket guideWe’ve taken some ITIL courses We’re implementing ITIL
©2004 Fox IT, LLC. All rights reserved. 4
ITIL is a Set of Books: the IT Infrastructure Library
Created by UK Office of Government Commerce (OGC)Published by The Stationery Office (TSO)Gives guidance on the provision of quality IT servicesEmbodies best practice for IT service qualityEncourages organizations to adapt and adopt ITIL
The
Business
The
Technology
Planning to Implement Service ManagementPlanning to Implement Service Management
Applications Management Management
TheTheBusinessBusiness
PerspectivePerspective
ICTICTInfraInfra--
structurestructureManagementManagement
SecurityManagement
ServiceSupport
ServiceDelivery
©2004 Fox IT, LLC. All rights reserved. 5
ITIL is a Set of Books: the IT Infrastructure Library (continued)
ITIL Service Support and Service Delivery► Service Desk, Incident, Problem, Change,
Configuration, Release, Service Level, Availability, Capacity, Financial, and Service Continuity Management
Security Management► Necessary supplement, as Service Delivery
refers to but does not include this contentitSMF ITIL Pocket Guide► Service Support and Delivery in capsule form
Planning to Implement Service Management► Covers ITIL benefits and how to achieve them
©2004 Fox IT, LLC. All rights reserved. 6
ITIL is a Set of Books: the IT Infrastructure Library (continued)
The Business Perspective► Covers Business Continuity Management,
Partnerships and Outsourcing, Surviving Change and Business Transformation
ICT Infrastructure Management► Covers Network Service, Operations,
Systems, and Local Processor Management, and Computer Installation and Acceptance
Applications Management► Covers the Software Development Lifecycle
©2004 Fox IT, LLC. All rights reserved. 7
The ITIL Service Support and Delivery Books
Service Desk functionIncident ManagementProblem ManagementChange ManagementRelease ManagementConfiguration Management
Capacity ManagementAvailability ManagementService Level ManagementFinancial Management for IT ServicesIT Service Continuity Management
©2004 Fox IT, LLC. All rights reserved. 8
What Makes ITIL Attractive to Organizations
Cost, pain of operationsNo comparable guidanceWorldwide standardBest Practice guidanceNon-proprietaryComprehensive
Consistent terminologyHygienicThe great equalizerThe networking principleThe promise of alignment
©2004 Fox IT, LLC. All rights reserved. 9
ConsultingServices
Training &Certification
Tools
Resources
User Group
Adopters
ITILPublications
An Entire Industry has Emerged Around ITIL
©2004 Fox IT, LLC. All rights reserved. 10
ITIL Adopters
70,000 IT professionals certified, 7,500 a year10,000+ companies worldwide► Boeing► Capital One► Procter and Gamble► US Army► Internal Revenue Service► Phillip MorrisHewlett-Packard, IBM, MicrosoftIT support package vendors
©2004 Fox IT, LLC. All rights reserved. 11
ITIL User Group: the itSMF
The IT Service Management ForumIndependent, member-run ITIL user forum, formed 1991Promotes exchange of information and experience to help IT Service Providers manage IT service deliveryGlobal organization, chapters in UK (1991), Netherlands (1993), Australia, South Africa, Belgium, Switzerland/ Austria/ Germany, France, Canada, and USA (1997)Seminars, regional groups and annual conference Corporate and personal membershipBi-monthly magazine – Service TalkWebsite – www.itsmf.com itSMF
©2004 Fox IT, LLC. All rights reserved. 12
ITIL-Related Resources
Web linksJob aidsService Management publicationsAssociations and conferencesWhitepapers and operations guidesEducation and consulting services,product information
©2004 Fox IT, LLC. All rights reserved. 13
ITIL-Related Tools
Vendors are including ITIL language and functionality in their products► See the ITIL Tooling Page for matrices of service,
application, and infrastructure management tools and their levels of ITIL “compliance”
©2004 Fox IT, LLC. All rights reserved. 14
ITIL Training and Certification
Deeper understanding of all ten ITIL® processes and the Service Desk Function. Foundation certificate is a prerequisite
Deep understanding of oneITIL® process. Foundation certificate is a prerequisite
Basic understanding of the ten ITIL® Service Delivery and Service Support processes and the Service Desk function
2-3 week training, 2x3-hour essay style exams
2-3 day training,2 hour essay style exam
2-3 day training,1 hour multiple choice exam
Masters
Practitioner
Foundation
©2004 Fox IT, LLC. All rights reserved. 15
ITIL-Related Consulting Services
Process assessmentsStrategic consulting Implementation consultingManaged servicesTechnology implementations
©2004 Fox IT, LLC. All rights reserved. 16
What we will cover
Introduction to ITIL►Why and how organizations are adopting ITIL
Mapping ITIL to the PMBOKGetting started with ITIL
©2004 Fox IT, LLC. All rights reserved. 17
Why IT Organizations are Adopting ITIL
Improve customer satisfaction* Motivate staff and increase productivity*More consistently implement changes**Reduce amount of time spent “firefighting”**Reduce repetitive problems**Produce more business-focused metrics**
* 2003 itSMF survey
** 2002 DMR survey
©2004 Fox IT, LLC. All rights reserved. 18
Why IT Organizations are Adopting ITIL*
Align organizations, suppliers, customers, technology Address specific process and people issuesTake cost out of the organizationIncrease efficiency, effectiveness, responsivenessSupport mission- and business-critical servicesSupport IT governance initiatives
© 2004 Fox IT, LLC. All rights reserved.
* Fox IT’s experience
©2004 Fox IT, LLC. All rights reserved. 19
What IT Organizations Are Doing With ITIL*
Tailoring a ready-made IT operations business modelAdopting common language, reference, and techniques Having better directed discussions, problem-solvingAssessing, designing, and improving processesCreating truly global processes
* Fox IT’s experience
©2004 Fox IT, LLC. All rights reserved. 20
Who Is Using ITIL – Real World Examples
CORPORATECORPORATEProcter & GambleProcter & Gamble
Capital OneCapital OneBoeingBoeing
British PetroleumBritish Petroleum
GOVERNMENTGOVERNMENTUS ArmyUS ArmyUS NavyUS Navy
IRSIRS
MAJOR SOFTWAREMAJOR SOFTWAREMicrosoftMicrosoft
HPHP
SUPPORT SOFTWARESUPPORT SOFTWARECACA
RemedyRemedyBMCBMC
……and 8,000 more certified professionals each yearand 8,000 more certified professionals each year
©2004 Fox IT, LLC. All rights reserved. 21
Real World Examples - North America
Procter & Gamble► Started 1999, $500M savings streamlined Help Desks ► Root cause analysis reduced Help Desk calls 10%Caterpillar► Applied ITIL to incident management for web services► From meeting target response time of 30 minutes 60-
70% of the time to over 90% of the timeOntario Justice Enterprise► Adopted in 1999 to manage growth, customer service► Intense pressure to provide more efficient services► Virtual service desk slash support costs by 40%
©2004 Fox IT, LLC. All rights reserved. 22
What we will cover
Introduction to ITILWhy and how organizations are adopting ITIL
►Mapping ITIL to the PMBOKGetting started with ITIL
©2004 Fox IT, LLC. All rights reserved. 23
ITIL = IT Service, PMBOK = Project Management
Project Management► “The application of knowledge, skills, tools, and
techniques to project activities in order to meet or exceed stakeholder needs and expectations”
► Focus is projects: “temporary endeavor undertaken to create a unique product or service” - PMBOK guide 2000
IT Service Management► Ensuring live IT services are, “matched to user and
business needs as they evolve”► Focus is operations: ongoing and repetitive Both provide, for their domain:► Body of Knowledge and code of best practice► Common framework for management practices► Common view of how management processes interact
©2004 Fox IT, LLC. All rights reserved. 24
ITIL and the PMBOK - Compared
Techniques► ITIL and the PMBOK share techniques and tools, and
each features tools useful in the other’s domain ► Both espouse tools and techniques created elsewhereCertification► Both have introductory and advanced certifications
(CAPM/Foundations, PMP/Managers)► ITIL includes intermediate (Practitioners) as well► PMI certifications have strong education/experience
requirements, unlike ITIL certifications
©2004 Fox IT, LLC. All rights reserved. 25
ITIL and the PMBOK - Similarities
Publication and revision► Both created and revised by international practitioners► Both had first elements published in late 80’sObjectives► Both aim at professionalizing their field► Both aim at addressing a pain point in organizations
“We don’t need the overhead/haven’t budgeted for project/service management; just do the work…”
► Both provide reference guidance, common language► Both are descriptive versus prescriptive or normative
©2004 Fox IT, LLC. All rights reserved. 26
ITIL and the PMBOK - Similarities
Both generally accepted as Best PracticeBoth have grown to global acceptance, standardsBoth cover an emerging professionBoth feature education and certificationBoth recognize the key role of people and cultureBoth include many of the same elements, applied to different domains
©2004 Fox IT, LLC. All rights reserved. 27
ITIL and the PMBOK - Similarities
Both are properly construed as hygienic disciplinesBoth are scalable and adaptableBoth emphasize knowing context, value of integration Both espouse the utility of a framework to organizeBoth focus on process, descriptive process specification Both have a user group
©2004 Fox IT, LLC. All rights reserved. 28
ITIL and the PMBOK - Differences
ITIL focus is IT, PMBOK applicable to any domain ► PM addresses any management domain that requires
management of temporary endeavorThe PMBOK emphasizes the individual professional, ITIL does notThe PMBOK has explicit Code of Ethics; ITIL does not► ITIL’s normative guidance is implied,
embedded, not explicitly codified assuch, although the spirit is there ITILemphasizes capability maturity, PMBOK does not
©2004 Fox IT, LLC. All rights reserved. 29
ITIL and the PMBOK Knowledge Areas
Generally, ITIL subordinates topics covered in knowledge areas under processes, The object of each operations, not projects
SubordinatedRiskNot covered; supplier management similarProcurementQuality approach and standardsQualitySubordinated; coverage in Planning to ImplementCommunicationsSubordinated; especially covered in Service DeskHuman ResourcesSubordinated; Incident, problem, Change, ReleaseTimeFinancial Management for IT ServicesCostSubordinatedScopeSubordinatedIntegration
©2004 Fox IT, LLC. All rights reserved. 30
ITIL and the PMBOK – Intersect points
ITIL implementation (Continuous Service Improvement Projects)Plans/project elements within each process► Capacity, Change, Configuration, Availability Management, etc.Project selectionChange Management► Project versus operational change control► CCB (Change Control Board) like
Change Advisory Board (CAB)Configuration Management► Project vs. operational configuration itemsRelease Management► Production Acceptance
©2004 Fox IT, LLC. All rights reserved. 31
ITIL and the PMBOK – Intersect points
Projects are conducted in Operations► Baseline projects (within the work of the organization)
Care and feeding of the infrastructureFor example, project to address backups going outside of allocated window, project to address the way disk space is cut on servers
► Support for strategic projects coming from development
Infrastructure capabilityApplicationsNow, services
©2004 Fox IT, LLC. All rights reserved. 32
What we will cover
Introduction to ITILWhy and how organizations are adopting ITILMapping ITIL to the PMBOK
►Getting started with ITIL
©2004 Fox IT, LLC. All rights reserved. 33
Getting Started With ITILBegin by understanding the ITIL industry
ConsultingServices
Training &Certification
Tools
Resources
User Group
Adopters
ITILPublications
©2004 Fox IT, LLC. All rights reserved. 34
Getting Started With ITILRead the ITIL publications
Other publications:Other publications:
itSMF ITIL Pocket GuideitSMF ITIL Pocket Guide ––ITIL Service Support and ITIL Service Support and Delivery in capsule form Delivery in capsule form
ITIL Security ManagementITIL Security Management ––Other ITIL publications refer to Other ITIL publications refer to it, rather than include, its it, rather than include, its guidanceguidance
Service Support
Service Delivery
Infrastructure Management
Application Management
Planning to Implement
The Business Perspective
©2004 Fox IT, LLC. All rights reserved. 35
Getting Started With ITIL Check out ITSM-related tools
Look for ITIL/ITSM language and functionality in vendor toolsSee the ITIL Tooling Page for matrices of service, application, and infrastructure management tools and their levels of ITIL “compliance”
©2004 Fox IT, LLC. All rights reserved. 36
Getting Started With ITILJoin the itSMF
IT Service Management ForumThe independent forum forITIL users since in 1991Promotes exchange of information and experience to help IT Service Providers manage IT service deliveryChapters around the world—USA, Europe, Africa, Australia, and AsiaGrowing number of US Local Interest Groups (LIGs)see www.itsmf.com
itSMF
©2004 Fox IT, LLC. All rights reserved. 37
Getting Started With ITILGet ITIL training and certification
Deeper understanding of all ten ITIL® processes and the Service Desk Function. Foundation certificate is a prerequisite
Deep understanding of oneITIL® process. Foundation certificate is a prerequisite
Basic understanding of the ten ITIL® Service Delivery and Service Support processes and the Service Desk function
2-3 week training, 2x3-hour essay style exams
2-3 day training,2 hour essay style exam
2-3 day training,1 hour multiple choice exam
Masters
Practitioner
Foundation
©2004 Fox IT, LLC. All rights reserved. 38
Getting Started With ITILCheck out ITSM-related resources
WebsitesJob aidsService Management publicationsAssociations and conferencesWhitepapers and operations guidesProfessional services and specialized products
©2004 Fox IT, LLC. All rights reserved. 39
Getting Started With ITILConsider applying ITIL processes to projects
Service Desk functionIncident ManagementProblem ManagementChange ManagementRelease ManagementConfiguration Management
Capacity ManagementAvailability ManagementService Level ManagementFinancial Management for IT ServicesIT Service Continuity Management
©2004 Fox IT, LLC. All rights reserved. 40
Getting Started With ITILMake your projects operations and service aware
The target of projects in IT has changed to include not just applications and infrastructure, but servicesApplications and Infrastructure capability development projects must be “operationally aware” as they must eventually live in operationsIT projects have (or should have) a fundamentally different content in all phases when the target of project effort is a service rather than application or infrastructureITIL can help you understand anddesign awareness into your project process to help you ensure you’llhave operations and serviceaware deliverables
©2004 Fox IT, LLC. All rights reserved. 41
Getting Started With ITILConsider techniques included in ITIL for projects
1. Active Listening2. ARCI Matrices3. Balanced Scorecard4. Brainstorming5. Case-based Reasoning6. CFIA7. CRAMM8. CSFs9. Flowcharts10. FTA11. GQM12. Ishikawa
13. ITAMM14. Kepner & Tregoe Analysis15. Kotter 8 Steps16. KPIs17. Plan Do Check Act (Deming)18. Process Maps - Assortment19. SLAM Charts20. SMART21. SOA22. SWOT23. Theory of Constraints24. TOP
©2004 Fox IT, LLC. All rights reserved. 42
Getting Started With ITILDevelop a plan to implement
Develop a business case for ITILLearn/use ITIL processes, language, techniquesAssess ITIL maturityImplement process design and improvement as a program and a set of projects with clear ROIInclude robust organizational change/communicationExpect and effect change at theindividual, team, organizationallevels
©2004 Fox IT, LLC. All rights reserved. 43
Polling Question 2: Now that you’ve heard of ITIL, what will you do with it?
Nothing – this doesn’t apply to me or my organizationNothing – while this is applicable, I have other fish to fryCheck it out – look at the online resources, etc.Go to a ITIL Essentials class, or send someone elsePersonally jump in with both feet – I need this stuffConsider training, adoption for my organization
©2004 Fox IT, LLC. All rights reserved. 44
Session Summary
Introduction to ITILWhy and how organizations are adopting ITILMapping ITIL to the PMBOKGetting started with ITIL
©2004 Fox IT, LLC. All rights reserved. 45
Call to Action
Study and apply ITIL Service Management principlesDetermine you capabilities and invest in professional development along each phase of the services lifecycleApply essential ITIL concepts in your everyday workVisit http://us.foxit.net to learn more about ITIL and to access resources and updates, including:► Introductory and implementation presentations► Whitepapers, articles, annotated bibliographies, ► Consulting and education services overview► Links to key resourcesTo consider implementing ITIL in your organization, contact Fox IT at (215) 233-1205 or info@foxit.net
©2004 Fox IT, LLC. All rights reserved. 46
For More Information
IT Service Management► http://us.foxit.net/about_service_managementITIL► http://www.itil.co.ukMOF► http://www.microsoft.com/mofHP ITSM Reference Model► http://www.hp.com/hps/itsmService Management Tools► http://tools.itsmportal.net/IT Service Management Forum (itSMF) USA► www.itsmf.net
©2004 Fox IT, LLC. All rights reserved. 47
Questions and Answers
David PultorakPresident
Fox IT, LLC9335 Stenton AvenueSuite 100Erdenheim, PA 19038
(215) 233-1205
david.pultorak@foxit.net
http://us.foxit.net
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