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ITIL V3

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  • 1. ITIL V3 David Ratcliffe George Spalding President VP - Global Events Pink Elephant Pink Elephant
  • 2. ITIL® V3 An Implementation Road Map
  • 3. Columbus & The New World (V2 vs. V3) What Changed? The world or the map? What about the Vikings? ITIL V3 © Pink Elephant 2007. All Rights Reserved. 96
  • 4. ITIL V3 An Expanded ITSM Atlas Source: Sharon Taylor ITIL V3 Chief Architect ITIL V3 © Pink Elephant 2007. All Rights Reserved. 97
  • 5. Process Changes Everything  Single point of accountability Process  Mgmt. commitment  Logical group of activities  Mgmt. participation  Cross-departmental  Compensation / rewards  Defined procedures  Values / beliefs  Repeatable, consistent  Coaching / enabler  Global standards  Career opportunities People Management  Enhanced skills  Teamwork enabled  Multi-functional teams  Service Management Tools  Values / beliefs  Integrated Data Sharing  Cultural biases  Knowledge Management  Training  Management Information  Career development Technology ITIL V3 © Pink Elephant 2007. All Rights Reserved. 98
  • 6. IT Governance & Business Value Linkage Core Business Measures • Revenue IT Core Strategic Measures • Market Share • Profit IT Governance & Measures • ROE Balanced Scorecard IT Value Chain (Service Organization) IT Governance / COBIT IT Operational Processes ITSM, SDLC, Project Mgmt., Security and Information Mgt. ITIL V3 © Pink Elephant 2007. All Rights Reserved. 99
  • 7. Implementing ITIL …is to embark upon an organizational change program… …..many change programs fail to realize desired results…. ITIL is no different….. ITIL V3 © Pink Elephant 2007. All Rights Reserved. 100
  • 8. Critical Success Factors For Change 1 Establish a sense of urgency 2 Forming a guiding coalition 3 Create a vision 4 Communicate the vision Prof. John 5 Empower others to act on the vision Kotter 6 Planning for and creating short-term wins 7 Consolidate improvements 8 Institutionalize new approaches ITIL V3 © Pink Elephant 2007. All Rights Reserved. 101
  • 9. Urgency 1 Establishing Urgency Critical Success Factors:  Why should we do this now?  What if we do nothing?  Burning Platform?  ‘See – Think – Do’ vs. ‘See – Feel – Do’  50% of transformations fail in this phase  Without motivation, people won’t help and the effort goes nowhere ITIL V3 © Pink Elephant 2007. All Rights Reserved. 102
  • 10. Urgency Questions To Ask: Answers That Raise Flags:  Is the request related to regulatory  We want ITIL because everyone is requirements? doing it  Do peers share the same sense of urgency and business need?  Just tell us what we need to do to pass our audit  Does the organization understand what an IT service is and the benefit  The application group is doing of ITSM? CMMI and the infrastructure group  Does the organization need to work on is looking at ITIL and believe they selling up and generating a shared are separate and unrelated sense of urgency?  There are several major projects  Is the organization willing to take on underway at the moment and ITSM change? is viewed as a minor initiative that  Where does the project fit in the will just have to be done in and overall project portfolio? Is this around everything else considered a strategic project or discretionary spending?  What is the sense of urgency - what is the pain or opportunity behind the project? ITIL V3 © Pink Elephant 2007. All Rights Reserved. 103
  • 11. Coalition 2 Building A Guiding Coalition Definition:  Commitment and participation of management  Involvement of process owners in design  Formal power through hierarchical position  Authority and leadership qualities  Relevant experience, expertise and respect ITIL V3 © Pink Elephant 2007. All Rights Reserved. 104
  • 12. Guiding Coalition Questions To Ask: Answers That Raise Flags:  Are there representatives from each of  No visible participation from the major stakeholder groups development, security, audit, participating? customer perspective  Is the Guiding Coalition at a high  There are several major silos and the enough level to be effective? Are the Coalition is represented by only one members of the Guiding Coalition  The Coalition has been designated by respected leaders within the a senior sponsor who told them they organization? have to participate and like it  Do the members of the Coalition share  The majority of the group is too busy a common sense of urgency and belief to take any kind of course or attend a in the problem? workshop that is longer than one  Do the members of the Coalition share hour a common level of knowledge about  We have a very political organization ITIL? and unless the group is perceived to  Does senior leadership (sponsor or have the participation of certain members of Guiding Coalition) change individuals there is little hope of the jobs frequently or remain in place project to succeed typically long enough to support the improvement initiative? ITIL V3 © Pink Elephant 2007. All Rights Reserved. 105
  • 13. A Clear Vision 3 Critical Success Factors: Without a sensible vision, transformation efforts can easily dissolve into a list of confusing, incompatible projects that can take the organization in the wrong direction, or nowhere at all. Where are we going with this and why? ITIL V3 © Pink Elephant 2007. All Rights Reserved. 106
  • 14. Clear Vision Questions To Ask: Answers That Raise Flags:  Has the sponsor and Guiding Coalition  The vision is to implement ITIL (it’s clearly articulated the vision for the the cool thing to do) project? Is the vision compelling?  My boss said I need to get ITIL and Have they developed a strategy to bring it in achieve the vision based on the realities of an assessment?  Sponsor: They will do the process just because I told them to or  Does the organization understand that because it just makes sense ITSM represents significant cultural and organizational change?  We believe in a best of breed approach and will integrate the  Does the organization have resources separate tools as needed or is it prepared to acquire resources to support organizational change and  We are going to create a process communication activities? center of excellence based on best practice and leave it up to each  Is there an understanding about the organization to police themselves on need for automation and integrated how, when and what they do tools?  Is there a belief that continuous improvement and measurement is a critical success factor?  Is there an understanding that process governance and change control are required to move the project into an operational model? ITIL V3 © Pink Elephant 2007. All Rights Reserved. 107
  • 15. Questions so far?
  • 16. Process Sequencing Considerations  IT’s role is to support, control and manage defined IT services for the business customer  Certain processes are customer facing while others occur behind the scenes  Certain processes are dependent on others to be effective  Uncontrolled and unplanned changes have an adverse effect on service delivery  It is difficult, if not impossible, to plan for or become proactive in service delivery unless IT has defined what services it provides at what levels  Service Improvement Projects will occur in parallel if resources permit ITIL V3 © Pink Elephant 2007. All Rights Reserved. 109
  • 17. Maturity & Risk Considerations Additional High $$ Considerations: • Added business value Area Where The Business Runs RISK!! • Ability to implement High Risks • Quick gains CM • Costs RM • Resources Value Of PM IM • Competing projects IT Processes • Culture to the SLM • Etc. Business Config “Largely Overdoing It" In Relation To The Low Value Of IT To The Business Low $$ 0 1 2 3 4 5 Low Maturity Of IT Processes High ITIL V3 © Pink Elephant 2007. All Rights Reserved. 110
  • 18. ITSM Adoption Occurs Right To Left Start Dev. Phase 2 Dev. Phase 1 ITIL Roadmap – Development Phase 2 N Bridge To 4 Existing IT Operations W E D isciplines YI LD E S Access Mgmt . Computer Operations Monitoring & Control N Event Management Batch Processing Security Dev. Phase 3 W E Management S 3 2 From Development Phase 1 2 Service Continuity Capacity Management Management 3 Service Asset & Configuration 3 ITIL Roadmap – Development Phase 3 Management Availability Management 3 Inputs Availability , C apacity , Asset , N Security , Incident , Etc.. Application Management Mgm t . D ashboards W E 3 S Bridge To 1 Existing 3 D isciplines Transition Data & Information Mgmt . N YI LD E Processes Service Design W E Supplier Mgmt . & Requirements Engineering IT Procurement S Continual Service Improvement 2 From Development Phase 2 Financial & ROI Mgmt . Service Asset & Configuration Management TBD... 1 Transition Processes Service Portfolio Management & Demand Management Continual Service Improvement Rome was not built in a day, nor will be your ITSM program! ITIL V3 © Pink Elephant 2007. All Rights Reserved. 111
  • 19. Suggested Implementation Order - One ITIL V3 © Pink Elephant 2007. All Rights Reserved. 112
  • 20. Suggested Implementation Order - Two ITIL Roadmap – Development Phase 2 N Bridge To 4 Existing IT Operations W E D isciplines S YI LD E Access Mgmt . Computer Operations Monitoring & Control N Event Management Batch Processing Security W E Management S 3 2 From Development Phase 1 2 Service Continuity Capacity Management Management 3 Service Asset & Configuration 3 Management Availability Management 3 Application Management 1 Transition Processes Service Design Requirements Engineering Continual Service Improvement ITIL V3 © Pink Elephant 2007. All Rights Reserved. 113
  • 21. Suggested Implementation Order - Three ITIL Roadmap – Development Phase 3 Inputs Availability , C apacity , Asset , Security , Incident , Etc.. N Mgm t . D ashboards W E 3 S Bridge To Existing 3 D isciplines Data & Information Mgmt . N YI LD E W E Supplier Mgmt . & IT Procurement S 2 From Development Phase 2 Financial & ROI Mgmt . Service Asset & Configuration Management TBD... 1 Transition Processes Service Portfolio Management & Demand Management Continual Service Improvement ITIL V3 © Pink Elephant 2007. All Rights Reserved. 114
  • 22. Example Timeline Year 1 Year 2 July Aug Sep Oct Nov Dec Jan Feb Mar Apr May June Planning/ Set-up Approval Tool Build Tool Selection Configure IM & CM Processes in Tool Test Build Service Catalog in Tool • Process & Project Governance • Stakeholder Review/Feedback Process Phase 1 • Communication & Training Implement • Documentation Strategy Develop IM, CM, SC • Continual Process Improvement Strategy & • Service Management Dashboard Service Desk Training Materials Incident Management, Service Desk Process Design & Test Change Management (CM) Process Design & Test Integration Test Design Service Catalog Problem Management Phase 2: Process Design Config. Request, SLM etc? ITIL V3 © Pink Elephant 2007. All Rights Reserved. 115
  • 23. Continual Service Improvement Leadership Define Knowledge IT Service Management Improve Control / Stabilize  What is not defined cannot be controlled  What is not controlled cannot be measured  What is not measured cannot be improved Courage Measure Heart ITIL V3 © Pink Elephant 2007. All Rights Reserved. 116
  • 24. www.pinkelephant.com 1. Sign-up for Pink Elephant’s free best practice bi-weekly publication - PinkLink 2. Click on the BLOGS link to access free resources on ITIL V3