the face of itil v3 service lifecycle - bcs.org · itil ® is a registered trade mark, and a...
TRANSCRIPT
© ConnectSphere Limited
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
The Face of ITIL V3The Face of ITIL V3®®
Service LifecycleService LifecycleShirley Lacy, Director, ConnectSphereShirley Lacy, Director, ConnectSphere
coco--author, ITIL Service Transitionauthor, ITIL Service Transition
www.connectsphere.com
Slide 2© 2008 ConnectSphere Limited
Notice
• The information contained in this document is subject to change without notice. This document contains proprietary information, which is protected by copyright. All rights reserved. No part of this document may be photocopied, reproduced or translated to anotherlanguage without the prior consent of ConnectSphere.
• ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.
• PSI licence C2007001939 • © Copyright ConnectSphere Limited 2008.
Slide 3© 2008 ConnectSphere Limited
Face of ITIL V3 Agenda
• Why ITIL® had to change• The Service Lifecycle• What it means for an organisation
• Some of the new concepts
• ITIL V3 qualifications
Slide 4© 2008 ConnectSphere Limited
Why ITIL® had to change
• Improve consistency - structure, process, etc.• Add Process Models for every process• To move with the industry in some key strategic changes
such as outsourced services, cultural change factors• Scalability – address small, medium and large• To allow synergy with other best practices e.g. COBIT®
• More on business benefits and marketing of ITIL®
• We need to view things from a business perspective• Consistent terms and definitions• V3 shows you what to do and more on HOW to do it
COBIT is a registered trademark of the Information Systems Audit and Control Association and the IT Governance Institute.
Slide 5© 2008 ConnectSphere Limited
CMMI®
TOGAF™
Etom®
Six Sigma®
PMBOK®
PRINCE2™
SOA
COBIT®
M_o_R®
ISO/IEC 20000
SOX
CertifiedTraining
ISO/IEC17799
ISO/IEC19770
COREThe Service Lifecycle
Slide 6© 2008 ConnectSphere Limited
Strategy GenerationStrategy ImplementationValue NetworksService Portfolio Mgmt, Financial Management, ROI
Policy, Planning & ImpFive Aspects of Service DesignAvailability, Capacity, Continuity, Service Level Mgmt, Supplier Mgmt., Security Mgmt. Outsourcing Design
Event, Request, Incident, Problem, Technology, Operations, Access, Monitoring & Control
Change, Build and Test, Release & Deployment,Service Asset and Configuration, Knowledge Mgmt
Measurement, Trends, Reporting & Analysis, Review, Assessment, SIP
The Big Picture,Service Model Maps, Practice Basics, Getting Started
ITIL® V3 Core Books
Slide 7© 2008 ConnectSphere Limited
What it means for an What it means for an organisationorganisation
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
Slide 8© 2008 ConnectSphere Limited
Service Strategy
•• Principles and strategyPrinciples and strategy•• Value creation Value creation •• Service assets and structuresService assets and structures•• Develop the offerings and strategic assetsDevelop the offerings and strategic assets
•• Service economicsService economics•• Financial management, Return on Investment Financial management, Return on Investment •• Service Portfolio ManagementService Portfolio Management•• Demand Management Demand Management
•• How to design, develop and How to design, develop and implement service management implement service management
•• As an organizational capabilityAs an organizational capability•• As a strategic assetAs a strategic asset
CIOCIO’’ssIT ManagersIT ManagersConsultantsConsultantsPractitionersPractitioners
VendorsVendors
Slide 9© 2008 ConnectSphere Limited
ITIL® Delivering Value through Service
+
-
+
Return on assets
Service
Performance of customer
assets
Performance average
Performancevariation
Utility
Warranty
What the customer gets‘fit for purpose’(functionalityoffered)
How is it delivered‘fit for use’ (assurance that it will meet performance criteria)
© 2008. Based on OGC ITIL® materialReproduced under licence from OGC
Slide 10© 2008 ConnectSphere Limited
Service Management as a Strategic Asset
Services• Utility & Warranty
•Customer Assets
Business Outcome
Value
Performance
•Service•A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
© 2008. Based on OGC ITIL® materialReproduced under licence from OGC
Slide 11© 2008 ConnectSphere Limited
Service Management as a Strategic Asset
Services• Utility & Warranty
Service Management
•Customer Assets
Service Assets
Business Outcome
Value
Performance
Service
Capabilities andResources
Service management is the art of transforming resources into valuable services by exploiting the organization’s capabilities
© 2008. Based on OGC ITIL® materialReproduced under licence from OGC
Slide 12© 2008 ConnectSphere Limited
Service Assets - Resources and Capabilities
Services• Utility & Warranty
Service Management
•Customer Assets
Service Assets
Business Outcome
Value
Performance
Service
Capabilities andResources
People
InformationKnowledge
ApplicationsProcesses
InfrastructureOrganisation
Financial Capital Management
ResourcesCapabilities
Resources and CapabilitiesResources and capabilities are types of service assets. Organizations use them to create value in the form of goods and services
© 2008. Based on OGC ITIL® materialReproduced under licence from OGC
Slide 13© 2008 ConnectSphere Limited
Retired services
Service Design
The Service PortfolioThe Service Portfolio
© 2006-2007 Crown Copyright.
Service Operation
CUSTOMERS
Third-party catalogue
The Service Portfoliorepresents investments across the Service Lifecycle necessary to implement strategy
© Crown copyright 2008. Reproduced under licence from OGC
Slide 14© 2008 ConnectSphere Limited
Service DesignService Design
•• Converts strategic objectives into portfolios of Converts strategic objectives into portfolios of services and service assets services and service assets
•• Policies, architectures, portfolios Policies, architectures, portfolios •• Guidance on the design & development of Guidance on the design & development of
•• The solutionThe solution•• Service package of Service package of utility, warranty, capabilityutility, warranty, capability•• Technology, architecture and management Technology, architecture and management
systemssystems•• Processes requiredProcesses required•• Measurement methods and metricsMeasurement methods and metrics
•• Delivers a Service Design PackageDelivers a Service Design Package•• Outsource, shared services, coOutsource, shared services, co--source models? source models?
Slide 15© 2008 ConnectSphere Limited
Service TransitionService Transition
• Integrating new or changed IT services with the customer’s business
• Ensures that the changed service can be used in a way that maximizes value to the business operations
• Deliver more change successfully• Across the customer base • Reduce unpredicted impact and
risks• Services - fit for purpose, fit for use
Slide 16© 2008 ConnectSphere Limited
Service Transition
Build and test
Review and close service
transition
Plan and prepare release
Service testing and
pilots
Plan & prepare deploy-ment
Transfer, Deploy, Retire
Early Life Support
Change Management
Service Asset and Configuration Management
Service Validation, Testing and Evaluation
Knowledge Management
Service Transition Planning and Support
Oversee management of organization and stakeholder change
BLBLBLBLBL BL BL
RFC5RFC4RFC3RFC2RFC1 RFC6
Release and Deployment
Slide 17© 2008 ConnectSphere Limited
Service TransitionManaging organizational change
shock
external blame
avoidance
selfblame
optimum performance
• Strategies to manage organization, stakeholder, people change• People’s commitment, roles and emotions
Performance
TimeThe emotional cycle of change
Slide 18© 2008 ConnectSphere Limited
Service Operation
•• Principles, processesPrinciples, processes•• Organisation of Service OperationOrganisation of Service Operation•• Execution of all ongoing activities required Execution of all ongoing activities required
to deliver and support services:to deliver and support services:•• The services themselvesThe services themselves•• Service Management processes Service Management processes •• TechnologyTechnology
•• Management of the infrastructure Management of the infrastructure used to deliver servicesused to deliver services
•• People People •• Who manage the technology, Who manage the technology,
processes and servicesprocesses and services
Slide 19© 2008 ConnectSphere Limited
Service Operation Functions
Service Desk IT OperationsManagement
Operations Control
Facilities Management
ApplicationManagement
TechnicalManagement
Slide 20© 2008 ConnectSphere Limited
Service Operation
User interface
Incident Management
Request Fulfillment
Change Management
Deployment
Access ManagementAsset or
CMDB
•Web•Via Service Desk
Slide 21© 2008 ConnectSphere Limited
Service Operation –End to End Monitor Control Loops
ActivityInput Output
Norm
Compare
Monitor
Control
ActivityInput Output
Norm
Compare
Monitor
Control
ActivityInput Output
Norm
Compare
Monitor
Control
Monitor
Compare
Norm
Control
Slide 22© 2008 ConnectSphere Limited
ITILITIL®® V3 QualificationsV3 Qualifications
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
Slide 23© 2008 ConnectSphere Limited
V3 Qualifications
• Global certification board • Global Examiner Panel creating certification
scheme• Accredited Examination Institutes• Globally fit for purpose examinations• Audited Training Organizations• Single standard for exams• Blooms taxonomy based
Slide 24© 2008 ConnectSphere Limited
ITIL Diploma
AdvancedSM
Professional Diploma
Managing through the Lifecycle
ITIL Service Lifecycle Modules
ITIL Service Capability Modules
ITIL Foundation for Service Management
LIFEC
YCLE
BAS
ED
PROCESS / ROLE BASED
Slide 25© 2008 ConnectSphere Limited
ITIL® Web Site
www.best-management-practice.com/IT-Service-Management-ITIL/
Introduction to ITIL - downloadITIL Glossary
ITIL PublicationsITIL QualificationsitSMF International
OGC Intellectual Property
Slide 26© 2008 ConnectSphere Limited
Questions and AnswersQuestions and Answers
ConnectSphereBusiness & Technology Centre
Bessemer DriveHerts. SG1 2DX
Tel: +44 (0)845 838 2345Fax: +44 (0)845 838 2346