itil v3 at hp a case study

2006 Hew lett-Packard Development Company, L.P.The informa tion conta ined herein is subject to change w ithout notice

ITIL v3 a t HP:A C ase Study W illiam Dupley

IT Stra tegist

HP Canada

214 September 2 0 0 7

Agenda1 . ITIL V3 Stages

Service Stra tegies Service Design Service Transition Service O pera tions Continua l Service Improvement

2 . HP C ase Study1 . N ew Service Lifecycle2 . Existing Service Lifecycle3 . Asset M anagement Lifecycle4 . Integra ted Change & Configura tion lifecycle

Continua l Service Improvement: ITSM Team skills IT Service M anagement Technology Architecture

3 . C lose


ServiceDesign

Service

ITIL

ServiceStra teg ies

ServiceO pera tion

ServiceDesign

Continua l ServiceImprovement

ServiceTransition

ITIL V3 The Package

Source: ITIL Refresh Project


1 . Service Stra teg iesP u r p ose

To identify the demand for new services and deve lop an integra ted comprehensive p lan to supp ly these services.

To justify IT expend itures consistently

C larify the rela tionships between various services, systems, processes, business mode ls, stra teg ies and ob jectives they support

V a lu e to B usin ess

C lear definition of Services, Service mode l, & Service Delivery models

C lear decision making on Project justifica tion, and portfolio management

Pr ocessesService Portfolio M anagement (SPM)Demand M anagementFinancia l M anagement

Service

ITIL

ServiceStra tegy


2 . Service DesignP u r p ose

To design IT services, together w ith governing practices, processes and policies, to rea lize the organiz a tions stra tegy

To ensure qua lity service delivery, customer sa tisfaction and cost-effective service provision


Reduced tota l cost of ownership (TC O ), Improved qua lity of service , Improved consistency of service , Easier imp lementa tion of new / changed services and Improved service a lignment

Pr ocessesService C a ta log M anagementService Leve l M anagement Ava ilab ility M anagement Informa tion Security M anagementSupp lier M anagement C apacity M anagementIT Service Continuity M anagement

ServiceDesign

Service

ITIL

ServiceStra tegy

ServiceDesign


3 . Service TransitionP u r p ose

To p lan and imp lement the dep loyment of a ll re leases to crea te a new service or improve and existing service . Assure tha t the proposed changes in the Service Design Package are rea lized .

Successfully steer releases through testing and into live environment. Transition services to / from other or organiz a tions. Decommission or termina te services


Ability to react quickly to g ive competitive edge . Transition management re mergers, de-mergers, acquisitions, transfer of services. H igher success ra te of changes and re leases. More confidence re governance and comp liance . Reduced leve l of risk

Pr ocessesChange M anagementService Asset and Configura tion M anagementRe lease and Dep loyment M anagement

ServiceDesign

Service

ITIL

ServiceStra tegy

ServiceDesign

ServiceTransition


4 . Service O pera tionsP u r p ose

To coord ina te and carry-out day-to-day activities and processes to deliver and manage services a t agreed leve ls. O ngoing management of the technology tha t is used to de liver and support services


Decreased Down time , and Slow time

Rap id Service Restore time

Pr ocesses Event M anagementIncident M anagementRequest FulfillmentProb lem M anagementAccess M anagement

ServiceDesign

Service

ITIL

ServiceStra tegy

ServiceO pera tion

ServiceDesign

ServiceTransition


5 . Continua l Service ImprovementPurpose

To continua lly a lign IT services to changing business needs by identifying and implementing improvements to services, processes, and lifecycles

Continua lly looking for ways to improve process efficiency and effectiveness and well as cost effectiveness

Va lue to BusinessImproved service qua lity, higher ava ilability, Gradua l cost reductions and better cost-justifica tion, Better informa tion about existing services and areas for improvement. Improved communica tion

ProcessesThe 7 Step Improvement Process

ServiceDesign

Service

ITIL

ServiceStra tegy

ServiceO pera tion

ServiceDesign


ServiceTransition

HP C ase Study

1 014 September 2 0 0 7

IT Service Management Model

Service planning

IT business assessment

IT stra tegy and architecture planning

Customer management

Service build and test

Release to production

Ava ilability management

Continuity management

Security management

Capacity management

Financia l managementService-level management

Change management

Configura tionmanagement

Opera tions management

Problem management

Incident and servicerequest management

Stable IT

Efficient IT

Adaptive IT

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HP ITSM and ITIL V3 .0

ServiceDesign

Service

ITIL

ServiceStra tegy

ServiceO pera tion

ServiceDesign


ServiceTransition

Change management

Configura tionmanagement

Service planning

IT stra tegy and architecture planning

IT business assessment

Incident and servicerequest management

Opera tions management

Service build and test

Release to production

Financia l management

Service-level management

Ava ilability management

Capacity management

Customer managementProblem management

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BUSINESS

PLAN DELIVER OPERATE

Service Driven Operations

Consolidated service desk

Asset Management

Procurement

Service request management

Quality Assessment

Consolidated Operations

Portfolio Mgnt

Business Service Management

Program Mgnt

Conf

igur

e &

Prov

isio

n

Serv

ice

Depe

nden

cy M

appi

ng

BUSINESS


1 . N ew Service Lifecycle ServiceDesignServiceITIL

ServiceStrategy

ServiceO peration

ServiceDesign

ServiceTransition

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BUSINESS




Asset Management

Procurement

Service request management

Quality Assessment

Consolidated Operations

Portfolio Mgnt


Program Mgnt

Conf

igur

e &

Prov

isio

n

Serv

ice

Depe

nden

cy M

appi

ng

BUSINESS


1 . N ew Service Lifecycle ServiceDesignServiceITIL

ServiceStrategy

ServiceO peration

ServiceDesign

ServiceTransition

Service Stra tegyService Design

Service Transition

Continuous Service Improvement

Service O pera tions

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Decision SupportConsolidated Demand

IT Financial Management



Request

Incident Problem

Change

Asset Management

InventoryContracts Finance Chargeback

SLM

Vendor mgntCost mgnt

Procurement

Service request managementIT Services/UserNew Applications & Enhancements

Testing

Quality Assessment

Validation

Strategic Projects

Release

Consolidated OperationsServer Storage Network

Portfolio Mgnt

Prioritize

Allo

cate

re

sour

ces Capital

PeopleInfrastructure

Service definition


B-SLMAnalytics

Program Mgnt

Project

Time

Resource

Conf

igur

e &

Prov

isio

n

Serv

ice

Depe

nden

cy M

appi

ng

BUSINESS


1 . N ew Service Lifecycle From definition to delivery

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceO peration

ServiceDesign

ServiceTransition

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Business Va lue is defined by Focus Area Voting Results. Each Investment is prioritized based on the area it supports and its.impact on key metrics.

Portfolio Prioritiz a tion Process

Portfolio Investment Ma trixIn v est m e n t M a tr i x

Bubb le size = 2H04 $s (Bus and IT)

M inimize Investments

Redefine Stra tegy & Approach

Take Action Invest Heavily

0

500

1000

0 500 1000

Readiness

Busi

ness

Val

ue

Cost ofGoods Sold

Field SellingCost

MarketingCostEnvelopeMarketing &Field SellingCost

M inimize or Redefine Investments

Service

ITIL

ServiceStra tegy

Elimina te from portfolio

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IT Tactica l Plan of RecordService

ITIL

ServiceStra tegy

A consistent means of reporting results of progress across projects for a business

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AArchitecture

VisionHArchitecture

Change Management

GImplementation

Governance

CInformation

System Architectures

Requirements

BBusiness

Architecture

EOpportunitiesand Solutions

FMigrationPlanning

Prelim: Framework and

Principles

DTechnology

Architecture

HP EA Methodology, based on TO G AF

The EA Methodology is adapted from the TO G AF 8 .1 Architecture Development Method (ADM)

The EA Methodology points to HP resources and uses HP terminology, while reta ining the intent of the ADM phases

Emphasizes the preliminary phase through Phase E

Complementary to the IT Methodology and Project Architecture Review process which provide implementa tion governance

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceDesign

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Architecture InitiativesUsing EA Methodology

Using the EA Methodology and IT Methodology Promotes Ag ility

Phase OpportunityDevelopment Analysis Design Construction Implementation

Application Production

Support

Process

TestingProjectScoping

IT Methodology

Future State (or Target) Architecture

Implementation Programs/Projects

Implemented Solutions

Pre

A B

F E DCG

HReq .

Current State Architecture

Customer Engagement Project Delivery Support

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceDesign

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Exp.

LegendLegendIT Systems Review Board Funding & Prioritization Decision Point

Exp. Exp. Cap. Cap. Cap. Exp.Funding

MonetaryCost

Phase OpportunityDevelopment Analysis Design Construction Implementation

Application Production

Support

Customer Engagement Project DeliverySupport

Process

Testing

Cap.

ProjectScoping

Application LandscapeScope from charter

BIMWorkflow ModelsTech. & Info Summary-Draft

Implementation Readiness Summary

A

AA

A

Change Assessment Lead

External Environment

AMT

Domain Contributors

Domain Architects

ITO EA Program

Cross D

omain C

hange

N o

Yes

Ass

essm

ent L

ead

Not

ifica

tion

Task Assignm

ents

Y e s

N o

No

YesDomain Specific Change

No

Yes

AMT Approva l

Yes

Rejection/Issues/Request for Modifications

No

ExternalChange

Announced

ChangeIdentified

ChangeIdentified

ChangeIdentified

A c t i o nReq?

DetermineAffected

Domains

AssessChange(detailed

level)

AssessChange(detailed

level)

Select

ChangeAssessment

L e a d

I n i t i a t e

AssessmentPro ject

Assemble Results &

Recommendation

Assemble Results &

Recommendation

DomainChange?

CommunicateRecommendation

(EA Community)

ArtifactChange?

ChangeArtifact(s)

ChangeDomainStructure

Communicate

Recommendation(EA Community)

Dra f tChanges

Req AMTApproval?

ReviewProposedChanges

ChangeApproved?

AssessChange(highlevel)

A

Tech. & Info Summary-Final

Draft

Final

P a th w a y to Pr o d uct i o n (P 2 P)

page 1 8 2 0 0 2 June 4th, 2 0 0 2ITO Enterprise Architecture

External Services Providers

Application Landscape WW HR Systems EXAMPLE 1

H PPeopleSoft 8.1

CompaqPeopleSoft PS Ops. DataStore (ODS)

Health

Benefits(Hewitt)

RetirementPlan

(Fidelity)

Stock Plan

Payroll(SAP)

Multiple Application Feeds Multiple Application Feeds

New Interface by Day 30 (Temporary) 15 min. l ag

24 hrs. lag

Payroll(SAP)

DataWarehouse

(GEM)

GL, Cost Ctr.Codes (SAP)

SMTPAddresses(Exchange)

FacilitiesLocations

DataWarehouse

Recruiting Data(RecruitSoft)

InLine

@hp

EnterpriseDirectory

ContingentWorkforce

(Ext. Agencies)

ApplicationsReference File

ApplicationsReference File

Legend:

Asset being retired

Interface across Firewall

Existing Interface

New interface

EAI/Messaging infrastructure

Interface can be retired

Existing AssetData warehouse

Other data store or file

BLUE New asset

Core application

Satellite application

WHITE Intranet or Extranet

External service provider application

Existing Asset being changed

or

Existing Interface being changed

Interface being retiredo r

HP Project Architecture Review ProcessServiceDesign

Service

ITIL

ServiceStrategy

ServiceDesign

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Definition Measure of time to deliver against time boxing target durations Target durations are based on summary phase (Planning,

Development or Warranty) Phase must be completed to be included in the time boxing

calculation

Result Percentage of projects on target for each summary phase and

overall

IT Metric Time Boxing ServiceDesign

Service

ITIL

ServiceStrategy

ServiceO peration

ServiceDesign


ServiceTransition

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PAR Metrics and Reporting A consistent means of reporting results of PAR Reviews across projects for a business

PAR Metrics are tracked and reported on an enterprise basis.

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceO peration

ServiceDesign


ServiceTransition

2 214 September 2 0 0 7

2 . Existing Service Lifecycle

Eco n o m ic B u y e r (Se r v ice C o nsu m e r)

Order Mgmt Resource Ra tiona liza tionBuild / Configure Provision

Demand Planning & Mgmt

Inventory & Asset Mgmt

Supplier & Partner Mgmt

Qua lity Mgmt & Reporting

O n g o in g Su p p o r t O p e r a t i o ns

ITIL / ITS M Pr ocesses

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceO peration

ServiceDesign

ServiceTransition

2 314 September 2 0 0 7

2 . Existing Service Lifecycle

Eco n o m ic B u y e r (Se r v ice C o nsu m e r)

Order Mgmt Resource Ra tiona liza tionBuild / Configure Provision

Demand Planning & Mgmt

Inventory & Asset Mgmt

Supplier & Partner Mgmt

Qua lity Mgmt & Reporting

O n g o in g Su p p o r t O p e r a t i o ns

ITIL / ITS M Pr ocesses

Se r v ice Tr a nsit i o n

Se r v ice O p e r a tio ns

Se r v ice D esi g n

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceO peration

ServiceDesign

ServiceTransition

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2 514 September 2 0 0 7

2 614 September 2 0 0 7

O rder Receiver Stock Build Pre-Prod Production Decomm D ispose

ProcurementInterface RFID

W ork Flow & Tickets

HPAsset CentreAsset Mgnt

HPService CentreConfigura tion

MgntA MDB C MDB

Links Asset to C I to facilita teAsset lifecycle synchroniz a tion

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceO peration

ServiceDesign

ServiceTransition

3 . Asset M anagement Lifecycle Synchroniz a tion

Continuous Process Improvement example

Fin a nc i a l O r g a n i z a tio n

ITO r g a n i z a tio n

Q u a lit y Issu es: Tracking Age Tracking Loca tion Tracking accuracy

Ariba

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4 . Integra ted Change and Configura tion Lifecycle

Prioritize change requests

A lloca te resourcesM anage projectTrack approva ls

Model functiona l changes to

ensure qua lity

BUSIN ESS

PLA N DELIVER OPERATE

Universa l C MDB

Va lida te performance

aga inst business demand

M anage Service Leve ls

Business Ava ilability Center

O pera tions Center N etwork M anagement CenterService M anagement Center

Performance CenterProject & Portfolio Management Center Change and Configura tion Center

Q ua lity Center

Ana lyze change impact

Approve / reject RFCs

Dep loy and verify changes

Record for aud it

Simple changes starting point:

Consolida te / crea te RFCs

M anage process via workflow

M anage change sta tus

through release

Identify impacted C Is for each RFC

Incorpora te CI informa tion w ith RFC

Va lida te C Is upda ted a fter change deployment

Discover assets and map dependencies

Monitor change impact to

ensure ava ilab ility and

performance of services

Complex changes starting point:

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceDesign

ServiceTransition

2 814 September 2 0 0 7

2 914 September 2 0 0 7

EPR provides Business Process and Applica tion rela tionship maps

3 014 September 2 0 0 7

Applica tion Eco-System DependenciesData

Connectivity

Operating System(s)Soft Partitioning; Dynamic Resource Sharing; Clustering and Load

Balancing; Networking; Workload and Resource Management; OS Security

Server and Storage Hardware Platform(s)Hard Partitioning, Cluster and Interconnect; SAN; NAS; DAS

Load Balancing; Console and Storage Controller Mgmt and Firmware

Network Infrastructure(s)Physical; Logical; Protocols (TCP/IP, IPX, SNA, DECnet, NetBEUI);

TCP/IP Mgmt (WINS, DNS, DDNS, DHCP, Host/LMhost files); Load Balancing; Future - IPV6

Datacenter and Environmental Infrastructure(s)Site Selection, Power, Air Conditioning; Electrical; Space; Site Physical Security (including medical e.g. SARS), Weather and Disaster Planning

3 114 September 2 0 0 7

Application Ecosystem

Discovery System

HP Universal CMDB

HP Universal CMDB Engine: App

Server, RDBMS, etc

Usershttp(s)

http(s)/ http(s)/

Discovery SystemDiscovery Gateway

Discovery Manager Lab 1

Discovery Gateway

RMI RMI

Discovery Manager Lab 2

Discovery of the O SI layers of an Applica tion Eco-system

Sweep10.1.1.0/24&10.1.2.0/24

ICMP10.1.1.23

10.1.1.233

10.1.1.17

10.1.1.94

10.1.1.9810.1.2.182

10.1.2.22210.1.1.1 10.1.2.1

Identify hostsSSH, WMI

SNMP

tcp 8080

tcp 7001

tcp 1433

AIX

Windows 2003

Windows 2000

Linux

AIX

Cisco6000 Cisco6000 Win 2003

Whos talking To whom?

SNMP, WMI,Telnet, SSH

Apache

Weblogic

SQL Server

Host Details?SNMP, SSH

WMI

APServer02 - Red Hat4 x 1.8 Ghz Intel Pentium IV CPU

-2 GB RAM

- 2 x 40 GB Seagate SCSI III Disks

-Intel 10/100 Network Interface

DiscoverApplicationsJMX, SQL,

WMI

3 42 5 6 7

OSI Layers 1 Physical2 Data Link3 Network4 Transport5 Session6 Presentation7 Application

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HP Universa l C MDB - Visua liz a tion

3 314 September 2 0 0 7

C apturing Applica tion Eco-System Rela tionships

Mapping of Relationships Types Between Hosts

3 414 September 2 0 0 7

Understanding Applica tion Eco-System Rela tionshipsCapturing the Application Relationship Attributes

3 514 September 2 0 0 7

Understanding Rela tionship ImportanceBy Capturing Traffic Volumes, Ports, Clients

3 614 September 2 0 0 7

Continua l Service ImprovementITSM Team Skills

ITSM Team Role IT Lifecycle definition IT Lifecycle implementa tion IT Lifecycle /Process improvement Process improvement intervention specia lists (Six sigma method)

Black Belt and Master Black Belt Specia lists

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceO peration

ServiceDesign


ServiceTransition

3 714 September 2 0 0 7

Identify Vision, & Strategy Tactical Goals Operational Goals

1. Define what you should measure

2. Define what you can measure

3. Gather the data

Who? How? When?

Integrity of data?

4. Process the dataFrequency? Format?System? Accuracy?

5. Analyze the dataRelations? Trends?

According to plan? Targets met?Corrective action?

6. Present and use the information

assessment summaryaction plans, etc.

7. Implement corrective action

ITIL V3 7-Step Improvement Process

Si x Si g m a M e th o d o lo g y

D e f i n e t h e i m p r o v e m e nt a r e a

M e a su r e th e p r ocess p e r f o r m a nce o v e r a p e r i o d o f t i m e

A n a l y z e th e d a t a to f i n d th e i m p r o v e m e n t a r e a s a n d r o o t c a uses

I m p r o v e th e o p p o rtu n iti es a r e a s

C o n tr o l t h e p r ocess i n t h e i m p r o v e d st a g e

3 814 September 2 0 0 7

Server Build increased throughput Less than 5 a day to greater than 40 day Provision in shared Infrastructure utility in 1 hour

Infrastructure and network test Decrease change management approval from three weeks to three days

Server Decommissioning Worldwide process implemented from 30 days to 9 days

On time delivery of projects ?% - 79%- 90% - currently at 95% OTD

IT Continuous Improvement results ServiceDesign

Service

ITIL

ServiceStrategy

ServiceO peration

ServiceDesign


ServiceTransition

3 914 September 2 0 0 7

IT Service M anagement Technology Architecture

Customermanagement

Service Design &

Management

Service development & deployment

Service delivery assurance Financia l management

Opera tions Management

Q uote Configure

O rder mgmt

Serviceca ta log

Configura tionmgmt

Changemgmt

SLAmgmt

Assetmgmt

Usagereporting

Businessintelligence

CRM

W orkforcemgmt

Usagemed ia tion

ProjectArchitectureReview

Share pointRepository

Provisionsystem

Incidentmgmt

Problemmgmt

Pla tformmgmt

W ork orderMgmt

Softw areLibrary

Customer interface and porta l

Performance .mgmt

Web services and message broker (HP Service Bus)

Processrules androutingengine

Opera tiona lda tastore

Servicecosting

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceO peration

ServiceDesign


ServiceTransition

4 014 September 2 0 0 7

ITIL V3

itil v3 at hp a case study

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