itil 3_service lifecycle value
TRANSCRIPT
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ITIL V 3 – Extracting Value from the Service LifecycleDavid FavellePrincipal Consultant and Director4 September 2007
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Vision
To be the partner the market chooses to help clarify and resolveIT Management challenges
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Programme
ITIL V3 – The new model The Service Lifecycle ModelThe V3 GemsExtracting the valueChallengesSummaryQ&A
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ITIL 2 vs. ITIL 3
Service Design
Service
Transit
ion
Service
Operation
Continual Service Improvement
Service Strategy
ITIL
Cont
inual
Serv
ice Im
prov
emen
t
Continual
Service Improvem
ent
Service Design
Service
Transit
ion
Service
Operation
Continual Service Improvement
Service Strategy
ITIL
Cont
inual
Serv
ice Im
prov
emen
t
Continual
Service Improvem
ent
Service Design
Service
Transit
ion
Service
Operation
Continual Service Improvement
Service Strategy
ITIL
Cont
inual
Serv
ice Im
prov
emen
t
Continual
Service Improvem
ent
Service Design
Service
Transit
ion
Service
Operation
Continual Service Improvement
Service Strategy
ITIL
Cont
inual
Serv
ice Im
prov
emen
t
Continual
Service Improvem
ent
Financial Management
Service Level Management
Availability Management
Capacity Management
ITSCM
Security Management
Change Management
Release Management
Configuration Management
Service Desk
Incident Management
Problem Management
Service Level Management
Financial Management
Availability Management
Capacity Management
ITSCM
Security Management
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
Supplier Management
Demand Management
Measurement and control
Service measurement
Service assessment and analysis
Service Asset Management
Event Management
Request Fulfilment
Access Management
Knowledge Management
Service Release Planning
Deployment, Decommission and Transfer
Service Catalogue Management
New Process
Service Portfolio Management
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Improvementactions and plans
Continual ServiceImprovement
Service Operation Operational
Plans
OperationalServices
ServiceTransition
TransitionPlans
Testedsolutions
SKMS
ServiceDesign
SolutionDesigns
ArchitecturesStandards
SDPs
Serv
ice
Port
folio
Serv
ice
Cat
alog
ueServiceStrategy
StrategiesPolicies
ConstraintsRequirements
Requirements
Service LifecycleThe Business / Customers
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Roadblocks We’ve Faced with V2
Support process took longer than expectedDelivery processes seemed out of reach or abstractThe business case for further investment was difficult because returns from initial investments were not demonstrable/tangibleWe couldn’t find more process owners!The tools for end to end are too expensive
Are they really?We’re still too busy with operational work to spend time on being tactical, much less strategicITIL is in a silo of its own!Senior management have still not bought in to the value…
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Where is your effort directed?
Change& Release OperationsDesign
Design Transition Operate
V2
V3
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High Value V3 Concepts“The Gems”
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Service Portfolio Management
SPM is about maximising value while managing risks and costs. The value realisation is derived from better service delivery and customer experiencesThe SPM approach helps managers prioritise investments and improve the allocation of resources. Changes to portfolios are governed by policies and proceduresSPM begins with documenting the organisations standardised services and as such has strong links to Service Level and Service Catalogue Management, particularly the Service Catalogue
Service Portfolio Management (SPM) is a dynamic method for governing investments in Service Management across the enterprise and managing them for value
Service Strategy
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Service Portfolio Management Process
Service Strategy
Define
Analyse
Approve
Charter
• Inventories• Business Case
• Value Proposition• Prioritisation
• Service Portfolio• Authorisation
• Communication• Resource allocation
Service Strategy
Define
Analyse
Approve
Charter
• Inventories• Business Case
• Value Proposition• Prioritisation
• Service Portfolio• Authorisation
• Communication• Resource allocation
Service Strategy
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Demand Management
Pattern of Business Activity
Business Process
Demand Pattern
Capacity Management
Plan
Demand ManagementIncentives and
penalties to influence
consumption
Delivery schedule
Service Belt
Service Process
Activities that understand and influence customer demand for services
Service Strategy
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Service Design
Designservice solutions
Evaluatealternative solutions
Procurethe preferred
solution
Developthe solution
New Requirements
Service Strategy
Strategies and constraints
Architectures
Measurement Methods
Service Catalogue
Service Portfolio
Service Design Package
Service Transition
Service Operation
Operational New Services
Analyserequirements,
document & agree
Overview Service Design
SLM:Policy, plans, SIP, SLRs, SLAs, OLAs, reports
Capacity: Policy, plans, CMIs, reports, sizing, forecasts
AvailabilityPolicy, plans, design criteria, risk analysis, AMIS reports, schedules
IT SCM:Policy, plans, BIA, BCPs, IT SCPs, risk analysis, reports and schedules
Security:Policy, plans, risk, analysis, reports, classification, controls
Supplier: Policy, plans, reports, SCD, contracts
Key Service Design processes
Service Catalogue Mgmt
Service Level Management
Capacity Management
IT Service Continuity Mgmt
Information Security
Supplier Management
Availability Management
Service Design
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Service Design Package
Contents of the Service Design Package:Requirements: Business requirements, Service applicability, Service contactsService Design: Service functional requirements, Service Level Requirements, Service and Operational Management requirements, Service Design and topologyOrganisational Readiness AssessmentService Lifecycle Plan: Service Programme, Service Transition Plan, Service Operational Acceptance Plan, Service Acceptance Criteria
A Service Design Package (SDP) details all aspects of the service and its requirements through all of the subsequent stages of its lifecycle
Service Design
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Architecture Design
Service Design
ServicePortfolio
Using
Business/Organisation Architecture
Delivery, feedback & monitoring
Service Architecture
Supported by
Application Architecture Influenced byInformation/Data
Architecture
Environmental ArchitectureIT Infrastructure
ArchitectureManagement Architecture
Product Architecture
Service Knowledge Management System
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Service Transition OverviewService Transition
E3E2E1
BLBLBLBLBL BL BL
RFC5RFC4RFC3RFC2RFC1 RFC6
Continual Service Improvement
Change Management
Service Asset and Configuration Management
Service Transition Planning and Support
Evaluation of a Change or Service
Service Strategy
Service Design
Plan and prepare release
Build and test
Service testing
and pilots
Plan and prepare for deployment
Transfer, deploy, retire
Review and close service
transition
Service Operation
Early Life SupportRelease and Deployment Management
Service Validation and Testing
Knowledge Management
E BL RFCPoint to Evaluate the Service Design
Point to capture Baseline Request for Change
E3E2E1
BLBLBLBLBL BL BL
RFC5RFC4RFC3RFC2RFC1 RFC6
Continual Service Improvement
Change Management
Service Asset and Configuration Management
Service Transition Planning and Support
Evaluation of a Change or Service
Service Strategy
Service Design
Plan and prepare release
Build and test
Service testing
and pilots
Plan and prepare for deployment
Transfer, deploy, retire
Review and close service
transition
Service Operation
Early Life SupportRelease and Deployment Management
Service Validation and Testing
Knowledge Management
E BL RFCPoint to Evaluate the Service Design
Point to capture Baseline Request for Change
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The Service ‘V Model’
Service Transition
DefineService
Requirements
Design ServiceSolution
Design ServiceRelease
Develop ServiceSolution
Componentand Assembly Test
ServiceRelease Package
Test
ServiceOperational
Readiness Test
ServiceAcceptance
Test
Validate ServicePackages, Offerings
and contracts
1a
2a
3a
4a
5a 5b
4b
3b
2b
1b
ServiceComponentBuild and
Test
Internal andexternal suppliers
Level 1
Level 2
Level 5
Level 4
Level 3
Service Review Criteria/Plan
Service Acceptance Criteria/Plan
Service Operational Criteria/Plan
BL
Levels ofconfiguration andtesting
Baseline point
Deliveries frominternal and
external suppliers
Service Release Test Criteria/Plan
DefineCustomer/Business
Requirements
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Early Life SupportActivities
Service Transition
End
SKMS/CMS
Yes
No
Start
Operate Service
Collect service performance
data
Plan and manage improvements/risk mitigation/change
Report service performance
achieved
Compare progress against
ELS plan
Verify service stability
Exit criteria met?
Identify quick wins/improvements/risk mitigation/changes
Incident and Problem
Management
Change and Configuration Management
Service Level Management
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Event Management Process
Service Operation
Change
End
No
Event
Event Notification Generated
Event Detected
Event Filtered
Significance?
Warning
Informational Exception
Event Correlation
Trigger
AlertAuto Response
Event Logged
Human Intervention
Incident
Incident/Problem/Change?
Problem
Problem Management
Incident Management
Change Management
Yes
Review Actions
Effective?
Close Event
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Service DeskTechnical
Management
Mainframe
Server
Network
Storage
Database
Directory
Services
Desktop
Middleware
Internet/Web
Application Management
Financial Apps
HR Apps
Business Apps
IT Operations Management
IT Operations Control
Console Management
Job Scheduling
Backup and Restore
Print and Output
Facilities Management
Data Centres
Recovery Sites
Consolidation
Contracts
Operations Functional View
Service Operation
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The 7 Step Improvement Process
Identify• Vision• Strategy• Tactical Goals• Operational Goals
1. Define what youshould measure
7. Implementcorrective action
6. Present and use theinformation, assessmentsummary, action plans, etc.
2. Define what youcan measure
3. Gather the dataWho? How? When?Integrity of data?
4. Process the dataFrequency? Format?System? Accuracy?
5. Analyse the dataRelations? Trends?According to plan?Targets met?Corrective action?
Goals
Identify• Vision• Strategy• Tactical Goals• Operational Goals
1. Define what youshould measure
7. Implementcorrective action
6. Present and use theinformation, assessmentsummary, action plans, etc.
2. Define what youcan measure
3. Gather the dataWho? How? When?Integrity of data?
4. Process the dataFrequency? Format?System? Accuracy?
5. Analyse the dataRelations? Trends?According to plan?Targets met?Corrective action?
Goals
CSI
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Employing these GemsCutting and polishing “diamonds in the rough”
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Implementation/Adoption Steps
Broad Assessment across the whole lifecycleMay have to revisit your IT StrategyCan use the PMF Model from the Service Design book or complementary methods like COBIT 4
Identify improvement opportunities per lifecycle PhasePrioritise, scope and align to business driversImplement as a Project for new capabilities and as part of CSI for incremental improvements:
Structural – New roles and re-alignmentPeople – Skills and org changeProcess – Design, Develop, ImplementTools – Tuning based on process change
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Address all Dimensions of Change
Effective implementation of IT Service Management involves a combination of:
Organisational AlignmentEffective IT Leadership & GovernancePeople (skills, motivation, training, culture)Processes – ITIL best practicesTechnology (Applications, infrastructure, tools)Quality framework for continuous improvement
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Choose Your Optimal Maturity Path
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Tech
nica
lFo
cus
Pro
cess
Focu
sS
ervi
ceFo
cus
Life
cycl
eFo
cus
SoftwareDevelopment
SystemManagement
SystemsProjectManagement
ServiceTransition and Operation
ApplicationManagement
ServiceDesign
ServiceLifecycleManagement
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ITSM Implementation Framework
Plan
Vision
Assessment
Strategy &Objectives
Business Case
Go/No Go
Implement
ImplementationPlanning
Process Design
Build
Transition
Functional Specification
ToolEvaluation &
Selection
Go Live
Maintain & Improve
ServiceImprovement
Communication and Training
Gov
ern
ance
Organisational Alignment Maintain
Business Drivers
Roadmap
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Problem Management
ITSM Implementation Programme
Change Management
SD/Incident Management
Service Catalogue Management
Tools Implementation & AlignmentTime
Programme Management
Service Asset and Configuration Management
Release and Deployment Management
Organisational/Cultural ChangeStructural Alignment
Request Fulfillment
Event Management
Knowledge Management
Service Level Management
Strategy
Operations
Transition
Design Availability Management
Capacity Management
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Some “Applied” ITIL V3
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Converging Into an “Uber” Framework- ITIL becomes a Protocol
TOGAF 8.1
COBIT 4.1
ITIL V3Prince2MSPCMMi
ITIL V3
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Custom
er
Cha
nge
Man
agem
ent (
& R
elea
se)
Res
ourc
e M
anag
emen
t
Prov
isio
ning
Man
agem
ent
Proj
ect
Man
agem
ent
Prog
ram
me
Man
agem
ent
Serv
ice
Des
k
RequestFulfilment
Incident Management
Problem Management
RFCStandardChange
RFCKE
Solution
Incidents,Requests Queries
StandardRequests
Incidents
Operational
Users
Rel
atio
nshi
p M
anag
ers
RFCNew MinorCapability
RequestsMinor
Capability
New Minor ICT or Business Capability
Requests
Non
Sta
ndar
dR
eque
sts
Stan
dard
Req
uest
s
Service LevelManagement
RFCNew Customers& Service Level
Changes
Dem
and
Man
agem
ent
New Customeror Service Level
Change RequestsTactical
Serv
ice
Des
ign
Ana
lysi
s &
Est
imat
ions
IT LiaisonExecutive
Demand and Supply Model – Governance in Action
Strategic
Exec
utiv
eM
anag
ers
RequestsMajor
Capability
Maj
or C
apab
ility
Req
uest
s
Min
or
Cap
abilit
y R
eque
sts
IT InitiatedCapability Upgrades
New Major ICT or Business Capability
Requests
RFCsNew MajorCapability
Serv
ice
Port
folio
M
anag
emen
t
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Some final thoughts…
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Summary
ITIL V3 is a generational leap forwardThe lifecycle model offers an approach to drive value out of IT investmentsTake some time with ITIL V3 before moving forward
Grow your internal expertiseReflect on the application of the new concepts of Service Strategy and Design and their application to your organisationTalk to your vendorsCraft a strategy
Build a roadmap with clear business outcomes along the way
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Questions
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ITIL V3 Services
ITIL V3 Education PortfolioIn partnership with ALC
LITMAS Assessment serviceNew Consulting Services
Development of a Service Strategy for your organisationOrganisational Re-alignment to support the Service LifecycleDevelopment of a Service Portfolio Management capability to effectively manage service assets Developing a Service Design capability Development of Continual Service Improvement Capability to drive service improvement