itil v3 awareness - jun 2010
DESCRIPTION
Have you wondered where, why, and how ITIL came from, then this is the meeting that will explain it all! You will hear why ITIL can be a Business Analyst's best friend! John Magill will discuss how ITIL is the leading body of knowledge for Service Management helping you design services not just applications. He will also share with you how to get infrastructure people and application people to work together, how to design for utility, warranty and usability - a design for success. He will show how to ensure that the services are optimally employable by the business and manageable by the provider and some key ITIL architectures including Service Lifecycle and the V model, how to transition designs into production and continual service improvement - all establishing and increasing quality.TRANSCRIPT
Learning to Love ITIL (Information Technology Infrastructure Library)
Presented at the Rochester, NY IIBA Chapter Monthly Meeting - June 17 2010
Learning to Love ITIL
(C) Consulting-Portal 2 June 17 2010
Tonight’s Presentation Objectives
About Consulting-Portal Frameworks, Standards, Best Practices Where ITIL came from ITIL v3 & the Service Lifecycle Approach How to design Services rather than just Applications The criticality of SERVICE specifications Looking at services as more than the sum of Applications and Infrastructure How to get Infrastructure people and Applications people to work together Continual Service Improvement - establishing and increasing Quality Questions
Learning to Love ITIL
(C) Consulting-Portal 3 June 17 2010
About Consulting-Portal
EXPERIENCED
– Since 1999 CP has been helping Fortune 500 and mid-sized companies with their IT Service Management needs
FOCUSED
– IT Service Management (ITSM) is our only business
CAPABLE
– Our staff is made up of full time employees each with over 30 years of diverse IT experience along with extensive IT Service Management and industry experience
Specialized in IT Service Management and Enterprise Systems Management
Learning to Love ITIL
(C) Consulting-Portal 4 June 17 2010
Our Services
Software to Assess, Design and Govern your processes
Helping you plan and Organize for your
ITSM Journey
Assessments, Roadmaps Process Design
Technical Design Implementations and Rollouts
ITIL, COBIT, ISO20000 Custom Training
& Practical Workshops
Learning to Love ITIL
(C) Consulting-Portal 5 June 17 2010
A structured “Body of Knowledge” (BoK) for Service Management Common Language & Terminology Leverage experience – “good practices”
A cohesive set of integrated processes for Service Management Includes demonstrable performance indicators
Scalable (small to large organizations) Spans Strategic through Operational Incorporates mechanisms for Governance and Continual Improvement Incorporates accepted Quality methodologies (e.g., Six Sigma)
Benefits Cost-justifiable Services that meet Business, Customer and User requirements Everyone knows their role and responsibilities in service provision Applicable to ANY service area (not just IT services)
Why ITIL (IT Infrastructure Library)
Learning to Love ITIL
(C) Consulting-Portal 6 June 17 2010
“IT Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services”.
Take the form of functions and processes for managing services over a Lifecycle.
Represent an organization’s capacity, competency, and confidence for action.
IT Service Management (ITSM)
Service Definition:
“A service is a means of delivering value to customers by facilitating the outcomes that customers want to achieve without the ownership of specific costs and risks”.
Learning to Love ITIL
(C) Consulting-Portal 7 June 17 2010
Provide structure and stability to organizations.
Are self-contained units of organizations, with their own capabilities and resources.
Rely on processes for cross-functional coordination and control.
Have their own knowledge base, built from experience.
Can result in functional silos if there is an inward focus or lack of coordination
A function is a team or group of people and the tools they use to perform one or more processes or activities.
Functions
Learning to Love ITIL
(C) Consulting-Portal 8 June 17 2010
A process is a structured set of activities designed to accomplish a specific objective.
Process
Activity 1
Activity 2
Activity 3
Desired outcome
Service control and quality
Data, information, and
knowledge
Suppliers
Trigger
Customer
Processes:
Create value for all stakeholders.
Are closed-loop systems.
Turn inputs into defined outputs.
Are organized around objectives.
Include all required roles, responsibilities, tools, and management controls.
Once defined and documented, must be controlled to ensure repeatable results.
Processes
Learning to Love ITIL
(C) Consulting-Portal 9 June 17 2010
A role is the set of responsibilities, activities and authorities defined in a process and assigned to a person or team.
Incident Support Level 2 Role
Problem Analyst Role Change Initiator Role
Incident Support Level 2 Role
- An individual can assume various roles over the course of a day
Facilities Manager – Functional Job Title
Purchasing Manager – Functional Job Title
- Sometimes roles will be full-time responsibilities.
Roles
Learning to Love ITIL
(C) Consulting-Portal 10 June 17 2010
Frameworks Not Auditable Not Certifiable (except for Individuals) ITIL® (OGC)
CobiT™(ISACA)
TOGAF (Enterprise Architecture)
eTOM (used mostly in Telecom)
MOF (Microsoft)
Balanced Scorecard (Norton&Kaplan)
Models CMMI ® (Dev. Svcs, Acq)
used by ITIL, CobiT, CMMI, PRINCE2
Frameworks, Standards, Good Practices
Your Own Organization / Industry Experience
Standards
ISO/IEC 20000, 27001
ISO 9000
Quality Frameworks Six Sigma (3.4 defects / Million)
TQM
Project Management PMI (individuals knowledge of Project
Management)
PRINCE2 (Processes necessary for success)
Learning to Love ITIL
(C) Consulting-Portal 11 June 17 2010
Where Does ITIL Fit?
PERFORMANCE: business goals
CONFORMANCE Basel II, Sarbanes-
Oxley Act, etc
“Enterprise Governance”
“IT Governance”
ISO 9001:2000
ISO 27001
ISO/IEC 20000 Best practice standards
QA Procedures
Processes and Procedures
Drivers
COBIT™
COSO
Security Principles ITIL®
Balanced Scorecard
Learning to Love ITIL
(C) Consulting-Portal 12 June 17 2010 (C) Consulting-Portal
Good Practice
Organization A
Organization B
Organization Z
…
- Technology - Business - Organization - Culture
Your Organization
+ Technology + Business + Organization + Culture + Governance
Good Practice Usage
To realize the full benefits, organizations must re-introduce their own reality regarding:
Good practices, by necessity, have eliminated all:
Learning to Love ITIL
(C) Consulting-Portal 13 June 17 2010 (C) Consulting-Portal
DEFECTS
Mean Customer Upper Limit
Time (Min.) 0 30 15 45 60
Mean
Time (Min.)
Customer Upper Limit
ZERO DEFECTS
0 30 15 45 60
Value of Process
Consistent Mediocrity is more effective than Sporadic Excellence
Learning to Love ITIL
(C) Consulting-Portal 14 June 17 2010 (C) Consulting-Portal
ITIL Phase Mechanics
Continual Service
Improvement
Service Strategy
Service Transition
Service Operation
Business Needs
Strategic
Tactical
Service Design
Learning to Love ITIL
(C) Consulting-Portal 15 June 17 2010 (C) Consulting-Portal
Continual Service Improvement
ITIL Process Set
Service Strategy
Service Design
Service Transition
Service Operation
Strategy Generation
Measurement Reporting Analysis Improvement
Demand Management
Service Portfolio Management
Financial Management
Service Level Management
Capacity Management Availability
Management Service Continuity
Management Security
Management Service Catalogue
Management
Supplier Management
Transition Planning & Support Change
Management
Evaluation
Release & Deploy. Management
Service Validation & Testing
Service Asset & Config. Mgt Knowledge
Management
Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management
Learning to Love ITIL
(C) Consulting-Portal 16 June 17 2010 (C) Consulting-Portal
Continual Service Improvement
Service Strategy Processes
Service Strategy
Service Design
Service Transition
Service Operation
Strategy Generation
Measurement Reporting Analysis Improvement
Demand Management
Service Portfolio Management
Financial Management
Learning to Love ITIL
(C) Consulting-Portal 17 June 17 2010 (C) Consulting-Portal
Service Strategy Mechanics
Strategy Generation
Financial Management
Demand Management
Service Portfolio
Management
Learning to Love ITIL
(C) Consulting-Portal 18 June 17 2010 (C) Consulting-Portal
Continual Service Improvement
Service Design Processes
Service Strategy
Service Design
Service Transition
Service Operation
Service Level Management
Capacity Management
Measurement Reporting Analysis Improvement
Availability Management
Service Continuity Management
Security Management
Service Catalogue Management
Supplier Management
Learning to Love ITIL
(C) Consulting-Portal 19 June 17 2010 (C) Consulting-Portal
Service Design Mechanics
Service Level Mgt.
Service Level Requirements
Service Level Agreements
Operating Level Agreements
Business Service Cat.
Technical Service Cat.
Service Catalog Mgt.
Availability Mgt.
Service Cont. Mgt.
Information Security Mgt.
Capacity Mgt.
Supplier Mgt.
Risk Management
Underpinning Contracts
Service Portfolio
Interface with Business Groups
Interface with App. Develpment
Learning to Love ITIL
(C) Consulting-Portal 20 June 17 2010 (C) Consulting-Portal
Continual Service Improvement
Service Transition Processes
Service Strategy
Service Design
Service Transition
Service Operation
Transition Planning & Support
Measurement Reporting Analysis Improvement
Change Management
Evaluation
Release & Deploy. Management
Service Validation & Testing
Service Asset & Config. Mgt Knowledge
Management
Learning to Love ITIL
(C) Consulting-Portal 21 June 17 2010 (C) Consulting-Portal
DML
Service Transition Mechanics
Transition Planning
& Support
Change Management
Release & Deployment
Service Asset &
Configuration
CMS
Evaluation
Validation &
Testing
Knowledge Management
RFC
Operations
Interface with Bus.Groups
Interface with App.Dev.
Interface with Bus. Groups &
App.Dev.
Learning to Love ITIL
(C) Consulting-Portal 22 June 17 2010 (C) Consulting-Portal
Continual Service Improvement
Service Operation Processes
Service Strategy
Service Design
Service Transition
Service Operation
Event Management
Measurement Reporting Analysis Improvement
Incident Management
Problem Management
Request Fulfillment
Access Management
Learning to Love ITIL
(C) Consulting-Portal 23 June 17 2010 (C) Consulting-Portal
Service Operation Mechanics
Event Management
Monitors
Event Criteria Scripts
Event 1
Incident 2
Alert
3
Support Groups Org Chg.
Service Desk
Access Request
Service Request
Access Management
Access Models
Request Fulfillment Request
Models
Problem
Problem Management
Known Error
Incident Management
KEDB
RFC
Users
CMS
Interface with App.Dev.
Interface with Bus.Groups
Learning to Love ITIL
(C) Consulting-Portal 24 June 17 2010 (C) Consulting-Portal
Continual Service Improvement
CSI Support
Service Strategy
Service Design
Service Transition
Service Operation
Strategy Generation
Measurement Reporting Analysis Improvement
Demand Management
Service Portfolio Management
Financial Management
Service Level Management
Capacity Management Availability
Management Service Continuity
Management Security
Management Service Catalogue
Management
Supplier Management
Transition Planning & Support Change
Management
Evaluation
Release & Deploy. Management
Service Validation & Testing
Service Asset & Config. Mgt Knowledge
Management
Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management
Learning to Love ITIL
(C) Consulting-Portal 25 June 17 2010 (C) Consulting-Portal
CSI Mechanics
Service Measurement
Service Reporting
Service Analysis
Service Improvement
Service Level
Targets
Service Level
Achievements Business Relationship
Managers
Service Owners
Supplier Relationship
Managers Functional Managers
Service Level Agreements
Operating Level Agreements
Underpinning Contracts
Value Targets
Customer Needs
Learning to Love ITIL
(C) Consulting-Portal 26 June 17 2010
Service Strategy
Service Design
Service Transition
Service Operation
Service Management (SM) &
SDLC Engagement
Service Management & SDLC
SDLC SM
Relative Involvement
SDLC SM SDLC = Systems Development Life
Cycle
Learning to Love ITIL
(C) Consulting-Portal 27 June 17 2010
Progressive Balanced Stages of Specifying/Designing and Testing/Validating Levels of configuration for build and testing
Service Component Build and Test
Internal and External Suppliers
Define Customer/Business Requirements
Service Acceptance Test Define Service Requirements
Validate Service Packages, Offerings, and Contracts
Component and Assembly Test Develop Service Solution
Service Release Package Test Design Service Release
Service Operational Readiness Test Design Service Solution
Service V-Model
Learning to Love ITIL
(C) Consulting-Portal 28 June 17 2010
Consulting-Portal
The End
Thank You !
Questions ?