itil and itup - itsmf 2008 ibm corporation itil and itup, and some real words too - a context for...
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© 2006 IBM Corporation
®
© 2008 IBM Corporation
ITIL and ITUP, and some real words too
- A context for modern ITSM
Ivor MacfarlaneIBM Global Technology Services
Henrik ToftIBM Software Group
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
2Copyright IBM 20082
In the beginning …
Once upon a time…– IT was all about functions and
“Infrastructure management”
Service was something in a tennis
match…
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
3Copyright IBM 20083
Functions – doing your bit
People in the functiongroups just did things …
– Because that was their job– Self-contained little things– Like getting an engine running
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
4Copyright IBM 20084
Processes – a gift from the good fairy of ITIL ®?
� No, because we always had processes
� ITIL V2, BS15000 and other good guidance made us look in a ‘process way’
� Once we see our processes, then we can improve them
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
5Copyright IBM 20085
Process is not new
� Gave us a way to see
� Identify and improve •Processes became visible•They are tools•Based on experience
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
6Copyright IBM 20086
So we became process people
� I ♥ all 10 ITIL processes
� Except of course that they aren’t real
� They all interface, interactand interrupt
� Means to an end
� No more real than atoms
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
7Copyright IBM 20087
Dedicated followers of fashion
� We loved our processes
� But talked about services
� And called ourselves …
“Service managers”
But if you don’t know what services you supply then you can’t be doing service management
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
8Copyright IBM 20088
The real progression: 1989-2007
Function
Process
Service
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
9Copyright IBM 20089
Do we mean lifecycle?
Transition
Operate
Design
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
10Copyright IBM 200810
Frogs, people and services
Usually just the one life each- reincarnationists excepted of course
With a structure of life components
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
11Copyright IBM 200811
Know what your service is
Don’t get fooled by complicated components
means end
application service
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
12Copyright IBM 200812
Strategy Design Transition Operation Improvement
BudgetsCustomersServicesAssessmentsCapabilitiesResourcesAssetsOpportunities
ArchitectureTechnologyServicesSuppliersRelationshipsPartnersIdeas
ChangesCIsKnowledgeProjectsDataInformation
IncidentsProblemsEventsTechniciansFunctionsProcesses
IdeasExperiencesStatisticsSLAsOpinionsCritics
Evidence of our service life being there
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
13Copyright IBM 200813
Business focus
� Service focus = business related
� All about being useful
� what hurts the company?
� And focusing on makingthe hurt go away
� Need to see the big picture
� Match approach to conditions, constraints and opportunities
� Use what helps most
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
14Copyright IBM 2008
V3 V3 –– living in the wider best practice environmentliving in the wider best practice environment
CMMI
TOGAF
eTOM
Six Sigma
PMBOK
PRINCE2
SOA
COBIT
M_o_R
ISO/IEC 20000
SOX
CertifiedTraining
ISO/IEC17799
ISO/IEC19770
© OGC, TSO, APMG 2006
IBM Software Group | Lotus software
IBM Software Group | Tivoli software
15Copyright IBM 2008
The IBM Tivoli Unified Process (ITUP)
http://www.ibm.com/software/tivoli/features/it-serv -mgmt/itup/tool.html
© 2006 IBM Corporation
®
© 2008 IBM Corporation
Thanks
Ivor Macfarlane Global Technology Services------------------------------Mobile: +44 7725 [email protected]
Henrik Toft Tivoli Software------------------------------Mobile: +45 2880 [email protected]