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ITIL V3 Breakfast Briefing


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  • 1. ITIL Version 3 David Favelle Principal Consultant and Director June 2007 © Lucid IT 2007
  • 2. Vision To be the partner the market chooses to help clarify and resolve IT Management challenges © Lucid IT 2007
  • 3. Service Catalogue “Thinkers” “Builders” “Operators” Strategy & Build Run Governance COBIT VAL IT BSC MSP Prince2 Pmbok ISO20000 ISO27000 MOF ITIL V3.0 Assessment Roadmap Business Case Coaching & Training Organisation Change Organisation Design Process Design Process Implementation Professional Services Process Improvement Project Management Tool Selection © Lucid IT 2007
  • 4. Programme ! ITIL V3 – The new model ! What happens to my current ITSM capability? ! What should my ITSM roadmap look like? ! Costs and benefits ! Summary ! Q&A © Lucid IT 2007
  • 5. But First... ITIL V3 Vs an ITIL V2.1? ! Issues of internal consistency and ambiguity ! Some obvious omissions e.g. Request Fulfilment ! Siloed ITIL implementations ! “It’s just an Infrastructure issue” ! Evolving IT Governance and Standards in the IT Service management ecosystem ! ISO 20000, COBIT 4 ! Islands of ITIL improvements ! The need to get holistic and strategic! ! Emergence of Service Lifecycle practices and models were threatening ITIL’s primacy ! All in all – it was too late for an ITIL V2.1 © Lucid IT 2007
  • 6. ITIL V 3 – So what’s new? Big stuff, little stuff and bits in between… © Lucid IT 2007
  • 7. The Service Life Cycle Continual ! Service Strategy Service Improvement ! Strategic choices Service Design ! Policies and objectives ! Service Design, Transition, Service Strategy Operation phases ! Progressive stages that ITIL represent change & Op Ope S r Ser transformation vice r t rati i e Se Se nt me ! New and changed services r rvii o on Co Impr Co m Im ual ce ve e ic n nt ov nti ov rv itio pro ce tin ! Continual Service Improvement nu em n Se ns rvi Con al a Tr ! Learning and improvement en en Se t © Lucid IT 2007
  • 8. ITIL V2 vs. ITIL V3 Service Level Management (1) ITIL version 3 Measurement and control Continual Service Level Management Service measurement Service Improvement Financial Management Service assessment and analysis Service Level Management (2) Availability Management Service Availability Management Capacity Management Design Capacity Management ITSCM ITSCM Security Management Security Management Service Strategy Generation Market Spaces Supplier Management Service Desk Strategy Service Portfolio Incident Management Service Portfolio Design Management Problem Management Service Catalogue Demand Management Event Management ITIL Management Op Op Op Ope Ser er er erv Request Fulfilment Financial Management ra i ra i ra i rati Access Management i e i e i e ice Se Se Se Se nt me r r r r vi on on on on Co Impr Im ual ce ce ce ce ve e on pro on pro on pro i c io n ntiiii ov pro ce tin Service Desk v Im Im Im t n ve t n ve t n ve er sit Knowledge Management nu em rvi Con Incident Management S Service Release Planningn allll men a Problem Management Tr Deployment, Decommission and Transfer me me Change Management en Change Management Se nt nt t t Release Management Release Management Configuration Management Configuration Management Service Asset Management © Lucid IT 2007
  • 9. Service Strategy ! Gives IT organisations strategies to set up the IT organisation to successfully deliver value to the business and effectively compete for the IT Service provider role ! Draws on general service management concepts from outside the IT domain ! Presents models for deriving your IT strategy and gives service economics (commercial) models for understanding your service costs and possible charging mechanisms. ! New ITIL processes such as Demand Management, Service Portfolio Management, and Service Catalogue Management provide guidance for the longer cycle management processes ! Opinion: A well written book that brings together a strong conceptual view of the strategic choices IT Service providers need to be aware of. However, the book does not come with practical Strategy processes and needs to be complemented with a good strategic planning model. © Lucid IT 2007
  • 10. Service Strategy Measurement and evaluation Strategic assessment Strategy generation, evaluation and selection Determine Analyse perspective external Vision factors Form a position Continual Establish Policies Service Service objectives Strategy Improvement • Service Portfolio Craft a plan • Service Design Plans requirements Analyse internal •Service Transition factors requirement Adopt patterns of •Service Operation action Actions requirements Measurement and evaluation © Lucid IT 2007
  • 11. Service Design ! The Service Design phase contains most of what ITIL V2 calls the Service Delivery processes (bar Financial Management). ! The Service Delivery processes have been refined and linked together to form an integrated design model for conversion of strategic objectives into portfolios of services and service assets. ! The design book draws upon concepts from the ITIL 2 Application Management book to present a high level design model (analyse, design, evaluate, procure, develop) that interfaces with the underpinning processes (Service Level Management, Availability, Capacity, ITSCM and Security). ! Contains guidance on the design & development of: ! Services and service models ! Sourcing models ! Service Management processes and methods ! Changes and improvements necessary to increase or maintain value of a service ! Opinion: A well written book that gives the refinements that the Service Delivery processes needed and provides a very good model for all of IT to set a service up for successful value delivery for the business. © Lucid IT 2007
  • 12. Service Design Phase Operational New Requirements New Services Service Strategies and Service Design Service Service Strategy constraints Package Transition Operations Analyse Design Evaluate Procure Develop Service requirements, service solutions alternative the preferred the solution document & agree solutions solution Design Architectures Measurement Methods Service Portfolio Key Service Design processes SLM: Capacity: Availability IT SCM: Security: Policy, plans, Supplier: Policy, plans, Policy, plans, Policy, plans, Policy, plans, BIA, BCPs, IT Policy, plans, SIP, SLRs, CMIs, reports, design criteria, risk, analysis, Service SCPs, risk reports, SCD, SLAs, OLAs, sizing, risk analysis, reports, analysis, contracts Catalogue reports forecasts AMIS reports, reports and classification, schedules schedules controls Service Service Level Capacity Availability IT Service Information Supplier Catalogue Mgmt Management Management Management Continuity Mgmt Security Management © Lucid IT 2007
  • 13. Service Transition ! This phase of the lifecycle focuses on how to optimise changes to IT services such that the business realises the benefits. The book contains the familiar Change, Release and Configuration Management processes and adds the processes of Service Validation and Testing and Service Knowledge Management. ! The focus is on ensuring that the customer gets optimal use of the new or changed service. ! Guidance is given on: ! Enabling business change projects ensuring that customers can integrate a release into their business processes and services ! How to reduce variations in the predicted and actual performance of the transitioned services ! Managing known errors and risks from transitioning the new or changed services into production ! Ensuring that the service can be used in accordance with the requirements and constraints ! Opinion: A well written book that builds on many of the previous concepts from ITIL V2. It adds further value by providing a model for ensuring the effective execution of the design and optimal “transition in” of new or changed services from the perspective of the business. © Lucid IT 2007
  • 14. Service Transition Continual Service Improvement Change Management (4.2) RFC1 RFC2 RFC3 RFC4 RFC5 RFC6 Service Asset and Configuration Management (4.3) BL BL BL BL BL BL BL Service Transition Planning and Support (4.1) Oversee management of organization and stakeholder change (5) Evaluation of a Change or Service (4.6) E1 E2 E3 Plan and Service Plan and Transfer, Review and Service Service Build and Service prepare testing and prepare for deploy, close service Strategy Design test Operations release pilots deployment retire transition Early Life Support Release and Deployment Management (4.4) Service Validation and Testing (4.5) Knowledge Management (4.7) E Point to Evaluate the Service Design Focus of Other ITIL core ITIL process in this activity related publication publication that to service supports the whole BL Point to capture Baseline transition service lifecycle Request for Change RFC © Lucid IT 2007
  • 15. Service Operation ! The Operations Phase of the lifecycle represents the day to day management of the service. ! Incorporates well known ITIL components such as Service Desk, and Incident, and Problem Management processes ! Complemented with Request Fulfilment, Access Management and Event Management to create a holistic operational model. ! Elements of the Application Management and ICT Infrastructure Management books from ITIL 2 are incorporated. ! Specific guidance is given on how to operate common infrastructure components including modern concepts such as Service Oriented Architecture (SOA) and Virtualisation. ! Technology management functions and roles are described to give an organisational structure model to complement the process and technology views. ! Opinion: This is a comprehensive text covering the practices required to run effective IT Service operations. The only issue here is the significant volume of the guidance. There is a lot to digest and potentially a vast amount of practices to design, implement and manage. © Lucid IT 2007
  • 16. Service Operations Overview Service Operation Service Transition Self- Help Transition Planning Front- Request Fulfilment & Support End Change Management Incident Management Service Asset (Reactive) & Configuration Problem Management Management Event Management Release User & Deployment IT Operation Management Service Desk Management Technical Management IT Operations Service Validation Control & Testing Facilities Management Evaluation Application Management Access Knowledge Management Management © Lucid IT 2007
  • 17. Continual Service Improvement ! Ensure that IT continually align and realign IT services to the changing business needs by identifying and implementing improvements to IT Services that support Business Processes. In addition CSI gives models for maturing the IT organisation and its processes by monitoring and improving the overall health of ITSM as a discipline. ! Incorporates many of the concepts in the ITIL V2 book Planning to Implement Service Management and brings in complementary management frameworks such as Balanced Score Card, Six Sigma, COBIT and CMMi. ! CSI gives guidance on: ! Continual alignment of the portfolio of IT Services with the current and future business needs ! Growth and maturity of the enabling IT processes for each Service in a continual service lifecycle model ! How to measure, interpret and take improvement actions ! Opinion: A valuable resource for driving improvement. Many organisations have had to deal with interfacing their ITSM improvement initiatives with other approaches from the business (such as Six Sigma). Now the guidance gives IT a firmer footing with which to discuss improvements with the business. The other significant contribution of this book is the focus on ongoing service improvement. Many organisations have over focussed on process improvements whilst some IT services are in disarray and in obvious need of attention – CSI gives structures and techniques to deal with both. © Lucid IT 2007
  • 18. Continual Service Improvement – The 7 step improvement process 7. Implement corrective action 6. Present and use the information, assessment summary, action plans, etc. © Lucid IT 2007
  • 19. Requirements The Business / Customers Service Objectives from Strategy Resource and Requirements Policies constraints Strategies Service SDPs Design Standards Service Catalogue Architectures Solution Service Portfolio Designs Service SKMS Transition Tested solutions Transition Plans Service Operational Operation Operational Plans services Continual Service Improvement actions & plans Improvement © Lucid IT 2007
  • 20. What happens to my Current ITSM Capability? The bathwater has gone but where’s the baby? © Lucid IT 2007
  • 21. What is Your Current Maturity Level? ! If you have just started down the track then there is minimal impact on your investment: ! Incremental changes to Service Support processes ! Additional processes help you with problems you have to solve anyway and you will get tighter coupling between Service Desk, Operations and Support teams ! If you’ve completed Service Delivery ! Again, minimal impact on your investment ! There are now additional linkages to consider ! Adopt CSI concepts to drive improvement ! Consider aligning whole of IT with a complete lifecycle model ! If you haven’t yet started ! Start with a strategy… © Lucid IT 2007
  • 22. Impact on Current Investments (1/2) ! Training ! ITIL V2 Certifications will stand ! Some non-certification bridging training will be required ! New ITIL V3 Foundation /Essentials available in July ! New Capability (practitioner) courses will roll out over the next 12 months… watch this space ! Tools ! Current tools may need some tuning to accord with minor process changes and additions ! Major tool vendors will offer full lifecycle automation = $$$$$$ ! Processes ! Current ITIL V2 processes can be incrementally improved in the next improvement cycle with minimal investment ! New processes can be cost justified © Lucid IT 2007
  • 23. Impact on Current Investments (2/2) ! Organisational Structures ! No need for major re-alignment ! Some new roles for consideration ! Governance ! The Service Lifecycle model will give structure to IT Governance and should be used as a basis for maturing the IT Governance model ! CSI can be used in concert with COBIT, BSC and in- house approaches ! Quality Management ! CSI can be used with all well known Quality Management Systems (most are P-D-C-A) © Lucid IT 2007
  • 24. What should my Roadmap look like? If I want to go from Moscow to London which map do I choose? © Lucid IT 2007
  • 25. Requirements The Business / Customers Service Objectives from Strategy Resource and Requirements Policies constraints Strategies Service SDPs Design Standards Service Catalogue Architectures Solution Service Portfolio Designs Service SKMS Transition Tested solutions Transition Plans Service Operational Operation Operational Plans services Continual Service Improvement actions & plans Improvement © Lucid IT 2007
  • 26. Implementation/Adoption Steps ! Broad Assessment across the whole lifecycle ! May have to revisit your IT Strategy ! Can use complementary methods like COBIT 4 ! Identify process improvement opportunities per lifecycle Phase ! Prioritise, scope and align to business drivers ! Implement as a Project for new capabilities and as part of CSI for incremental improvements: ! Structural – New roles and re-alignment ! People – Skills and org change ! Process – Design, Develop, Implement ! Tools – Tuning based on process change © Lucid IT 2007
  • 27. ITSM Implementation Framework Business Drivers Implementation Vision Planning Assessment Functional Process Design Specification Strategy & Objectives Tool Governance Build Evaluation & Selection Roadmap Organisational Transition Maintain Business Case Alignment Go/No Go Service Go Live Improvement Plan Implement Maintain & Improve Communication and Training © Lucid IT 2007
  • 28. ITSM Implementation Programme Programme Management Structural Organisational/Cultural Change Alignment Event Problem SD/Incident Management Management Management Request Fulfillment Operations Strategy Release and Deployment Change Management Management Service Asset and Configuration Management Transition Knowledge Management Service Catalogue Management Service Level Management Design Availability Capacity Management Management Tools Implementation & Alignment Time © Lucid IT 2007
  • 29. Costs Vs Benefits Equation ! The complete model is best viewed as a vision ! Achievable through a staged approach ! ITIL V3 is big enough to choke your organisation if you try to do it all at once ! Take small bites from the smorgasbord ! Best value will be achieved through judicious selection of ITIL V3 based improvements that have a strong business case ! Indiscriminate application of lifecycle automation tools can very quickly erode the ITIL V3 ROI ! Develop a Service Strategy to guide your ITIL V3 plans © Lucid IT 2007
  • 30. Final Word… Did they get it right? © Lucid IT 2007
  • 31. SWOT ! Strengths ! Complete and interconnected model ! Technology savvy ! Practical (mostly) ! Complementary with COBIT, ISO 20000 and Project Management methods ! Weaknesses ! “Digestibility” (due to size and complexity) ! Abstraction and commercial focus of Strategy book ! Opportunities ! To mature ITSM as a strategic asset ! Use ITIL V3 as a next step in IT organisational development ! Cherry pick from ITIL V3 to meet your improvement priorities ! Threats ! Hijacking by tool vendors ! Too hard basket ! Attempts to “implement” it © Lucid IT 2007
  • 32. Summary ! ITIL V3 is a generational leap forward ! The lifecycle model offers an approach to drive value out of IT investments ! The process updates and additions are great ! Take some time with ITIL V3 before moving forward ! Grow your internal expertise ! Talk to your vendors ! Craft a strategy ! Don’t plan to “Implement it” in its entirety! ! Use it as both a Vision and a reference model © Lucid IT 2007
  • 33. Questions © Lucid IT 2007