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  • 1. IBM Global Services NASCIO An Approach to ITIL Implementation Debora Verisario IBM ITIL Program Manager – Americas September 6, 2006 © Copyright IBM Corporation 2006
  • 2. IBM Global Services Agenda Overview of IBM’s ITIL Journey - A Long History with ITIL - Examples of ITIL Implementations Strategy - IBM’s Implementation Strategy for Outsourcing Customers - Delivering Service by Executing Processes - What is Process Management? - Service Management – Continuous Lifecycle A Sample Project - Standard Deployment Schedule - Sample Implementation Approach - Expected Business Value - Sample Project Plan - Lessons Learned - Education Recommendations 2 ITIL Implementation © Copyright IBM Corporation 2006
  • 3. IBM Global Services IBM has a long history of commitment and thought leadership in the development of ITIL; And ITIL is incorporated into our methods Original ITIL Books AM - Original IBM "Yellow Books" were key input to Service Support Info ana A M f gem an en agem Man A rm orInhe t Syot ent agem Man A atio t form fs rI tm Sy e n B at nhor fe fotrement Sagem s usin ion m th In e yfs en - IBM consultants were contributing authors ess Bus ation form otethe t Sys ine ss Busination rm ess Bus tem ine ss - IBM education used by other authors as guidance New ITIL Books - "Application Management" - IBM Netherlands co-authored with Microsoft (2001) - "Service Delivery" - IBM UK assisted with quality assurance - “Software Asset Management – SAM” – IBM UK and USA assisted with quality assurance (2003) Ongoing - IBM is a GLOBAL member of the itSMF (The IT Service Management Forum) - IBM chaired or is represented on several itSMF subcommittees - IBM UK is assisting in the production of itSMF pocket guides e.g. • Application Management • ICT Infrastructure Management - Unique ITIL Assessment Techniques - ITIL Capability Maturity Model - ITIL template-based high level design method - Market leading “Accelerator” based implementation offerings 3 ITIL Implementation © Copyright IBM Corporation 2006
  • 4. IBM Global Services IBM Customer Service Center Erfurt/Leipzig …a distinguished Service Center One virtual service center with Helpline locations in in Erfurt and Leipzig One virtual service center with Helpline locations Erfurt and Leipzig Service around the clock since 1996 Service around the clock since 1996 Worldwide service desk support for more than 240,000 end-users in in 180 countries Worldwide service desk support for more than 240,000 end-users 180 countries Technical Support Center for hardware and software problem analyses for PCs, Technical Support Center for hardware and software problem analyses for PCs, printers and networks printers and networks Problem entry and coordination of of on-site support for Germany, Austria and Problem entry and coordination on-site support for Germany, Austria and Switzerland Switzerland 4 ITIL Implementation © Copyright IBM Corporation 2006
  • 5. IBM Global Services Consulting Engagement Example Problem: Internet security issues, inaccurate inventory ofof network Problem: Internet security issues, inaccurate inventory network devices, insufficient change and problem management procedures devices, insufficient change and problem management procedures Solution: ITIL based change and problem management solution, Solution: ITIL based change and problem management solution, IRM Accelerator toto gather asset data, Peregrine tools to formulate IRM Accelerator gather asset data, Peregrine tools to formulate the service desk and manage assets the service desk and manage assets Net Results: The customer has an enterprise wide, integrated Net Results: The customer has an enterprise wide, integrated solution that seamlessly tracks assets and locates unauthorized solution that seamlessly tracks assets and locates unauthorized users. Service Desk effectively tracks and manages problems, with users. Service Desk effectively tracks and manages problems, with reduced system downtimes. reduced system downtimes. The final result isis cost savings through greater efficiency ofof The final result a a cost savings through greater efficiency operations and automation. operations and automation. 5 ITIL Implementation © Copyright IBM Corporation 2006
  • 6. IBM Global Services Consulting Engagement Example Problem: InIn light of series ofof major outages, asked IBM to do a Problem: light of a a series major outages, asked IBM to do a production support environment assessment production support environment assessment Solution: Process maturity assessment, analysis ofof major outages Solution: Process maturity assessment, analysis major outages mapping them toto process maturity deficiencies, establishing process mapping them process maturity deficiencies, establishing process measurements and maturity targets, leading toto an ITIL gap analysis measurements and maturity targets, leading an ITIL gap analysis Net Result: the customer accepted recommendations from the Net Result: the customer accepted recommendations from the assessment and analysis phase for implementing the following assessment and analysis phase for implementing the following processes based on ITIL methods: Incident and Problem processes based on ITIL methods: Incident and Problem Management (including service desk), Change Management, Management (including service desk), Change Management, Configuration Management, Release Management, and Availability Configuration Management, Release Management, and Availability Management. Management. 6 ITIL Implementation © Copyright IBM Corporation 2006
  • 7. IBM Global Services IBM’s Implementation Strategy for Outsourcing Customers IBM implements ITIL through our Enterprise Operational Processes IBM implements ITIL through our Enterprise Operational Processes (EOPs), which define operational support during Steady-State (EOPs), which define operational support during Steady-State delivery delivery A A comprehensive Intellectual Capital database is used to document comprehensive Intellectual Capital database is used to document global experiences ofof providing EOP and ITIL solutions, alongside global experiences providing EOP and ITIL solutions, alongside reusable work products and technology reusable work products and technology A A Process Interface Manual (PIM) is developed between IBM and Process Interface Manual (PIM) is developed between IBM and their customers toto provide high level guide for delivery ofof their customers provide a a high level guide for delivery processes, using ITIL aligned templates processes, using ITIL aligned templates IBM utilizes capability assessments toto benchmark the level of IBM utilizes capability assessments benchmark the level of process maturity and uses ITIL toto drive continuous improvement process maturity and uses ITIL drive continuous improvement items that support our customers’ business objectives items that support our customers’ business objectives 7 ITIL Implementation © Copyright IBM Corporation 2006
  • 8. IBM Global Services Delivering Service by Executing Processes Service Service Process Process Process Sub processes Subprocess Subprocess Subprocess Subprocess by Role by Role by Role by Role Procedures Procedure Procedure Procedure Procedure Procedure Procedure 8 ITIL Implementation © Copyright IBM Corporation 2006
  • 9. IBM Global Services What is Process Management? Process Management defines, documents and measures the processes so that the organization can understand the current process activities, identify where there are excessive costs, and take proactive improvement action, under the direction of a process owner Process Management Framework - Defines the business as a set of enterprise processes - Assigns ownership and accountability for these processes to management - Aligns the process objectives and measurements with account and business goals and objectives - Continually measures and improves process performance - Ensures that process implementation will adhere to corporate policy and standards 9 ITIL Implementation © Copyright IBM Corporation 2006
  • 10. IBM Global Services Service Management Service Management – Continuous Improvement Lifecycle Strategy Annual Service/Process Improvement Plans Process Owner Training Quality Audits & Service/Process Maturity Reviews Process/Service Review Mechanism Process & Procedure Docs Ownership Service/Process Measurements 10 ITIL Implementation © Copyright IBM Corporation 2006
  • 11. IBM Global Services Standard Deployment Schedule Problem (Incident) Management PHASE 1 Deskside Support Change Management Process Management and Process Change Control IT Security Configuration Management System Administration User Request Management Situation Management Outage Communication process and plan Software Distribution (Release Management) Availability Management IMAC Management PHASE 2 Asset Management, (Asset Logistics, Asset Tracking, Software License Management) Capacity Planning Performance Management Backup and Restore, Recovery Management Interface Management Communication Management Service Level Management, Measurements and Reporting Contract Management Request For Service Operations Management PHASE 3 Output Management Database Management Hardware Management Technology Strategy / Refresh Management Procurement Disaster Recovery Management 11 ITIL Implementation © Copyright IBM Corporation 2006
  • 12. IBM Global Services Sample Implementation Approach IBM is is currently deploying ITIL on large, global customer. Implementation is is IBM currently deploying ITIL on a a large, global customer. Implementation based on maturity ofof current processes and services leading to improvement based on maturity current processes and services leading to improvement plans toto close maturity gaps and to make the “Services” ITIL conformant plans close maturity gaps and to make the “Services” ITIL conformant along with the processes. along with the processes. Select high priority processes as a starting point. This customer chose Asset Management, Procurement, Problem and Change, and Situation Management. Process owners, service owners – commitment of ownership within the customer and IBM Begin with Service Maturity Assessment and create improvement plans Focus on process linkages to other areas and create improvement plans Perform ITIL gap analysis adding the ITIL improvements to the plans Change all processes and documentation Retrain delivery teams Create new high priority list and begin the cycle over 12 ITIL Implementation © Copyright IBM Corporation 2006
  • 13. IBM Global Services Expected Business Value ITIL conformance projects in in IBM are most successful when the ITIL conformance projects IBM are most successful when the customer provides the direction. These are typical expected customer provides the direction. These are typical expected business values after ITIL conformance: business values after ITIL conformance: - - Improved efficiency, lower incidents, improved customer satisfaction Improved efficiency, lower incidents, improved customer satisfaction - - Improved process management resulting in in increased stability, Improved process management resulting increased stability, documentation, communication and continuous improvements documentation, communication and continuous improvements - - The IT IT organization develops clearer structure, becomes more efficient The organization develops a a clearer structure, becomes more efficient and more focused onon business objectives and more focused business objectives - - A A uniform frame of reference for communication in multi-vendor uniform frame of reference for communication in a a multi-vendor environment environment 13 ITIL Implementation © Copyright IBM Corporation 2006
  • 14. IBM Global Services Sample Project Plan ITIL Project Plan Due Date Started Completed 1 Customer Kickoff Meeting Milestone a Present high level plan 9/7/2005 9/7/2005 9/7/2005 b Align to customer's plan 9/30/2005 9/8/2005 9/8/2005 c Brainstorm next steps 9/30/2005 9/8/2005 9/8/2005 2 Establish Process Management System Milestone a Identify high focus processes for both companies 9/30/2005 9/8/2005 9/8/2005 b Establish process owners 10/7/2005 9/8/2005 9/8/2005 c Collect all documentation for processes and procedures 11/30/2005 9/9/2005 d Analyze processes and procedures 11/30/2005 9/19/2005 e Draft missing, additional or corrected process flows 11/30/2005 f Establish process measurements 12/23/2005 3 Service Maturity Assessments Milestone b Schedule process management training for APOs 10/7/2005 9/8/2005 c Schedule ITIL training for APOs, if needed 10/7/2005 9/19/2005 d Perform Service Maturity Assessment on each process 11/30/2005 10/1/2005 e Create Issues and Actions log 11/30/2005 10/1/2005 f Establish service improvement team (SIT) 11/30/2005 10/19/2005 4 Process Maturity Assessments Milestone a Perform process maturity assessment on each process 12/23/2005 b Document links to other processes and the customer 12/23/2005 10/19/2005 c Add new issues and actions to established log 12/23/2005 d Review new entries in SIT meeting 1/6/2006 14 ITIL Implementation © Copyright IBM Corporation 2006
  • 15. IBM Global Services Lessons Learned Establish process ownership as early as possible Establish process ownership as early as possible Train allall process owners on process management Train process owners on process management Implementation team should be the people doing the work on a daily Implementation team should be the people doing the work on a daily basis, not a separate project team basis, not a separate project team Hold a kickoff meeting toto outline the plan and obtain feedback Hold a kickoff meeting outline the plan and obtain feedback Do not assume everyone knows YOUR terminology! Do not assume everyone knows YOUR terminology! 15 ITIL Implementation © Copyright IBM Corporation 2006
  • 16. IBM Global Services Education Recommendations All ITIT Service Personnel should take at least one ITIL overview All Service Personnel should take at least one ITIL overview module module Process Owners and Subject Matter Experts should obtain the Process Owners and Subject Matter Experts should obtain the Foundations Certification Foundations Certification Process Designers and some Process Owners should obtain Process Designers and some Process Owners should obtain Practitioner Certification Practitioner Certification Very few Service Managers are needed in in an organization. This Very few Service Managers are needed an organization. This certification should be provided toto those individuals who contribute to certification should be provided those individuals who contribute to the business objectives and are Operations Owners the business objectives and are Operations Owners 16 ITIL Implementation © Copyright IBM Corporation 2006
  • 17. IBM Global Services Conclusion ITIL is is an “adopt and adapt” set of guidelines ITIL an “adopt and adapt” set of guidelines There is is no fast path to implementation it takes time There no fast path to implementation – – it takes time Use a Continuous Improvement approach Use a Continuous Improvement approach Align your ITIL objectives toto your business objectives so everyone Align your ITIL objectives your business objectives so everyone knows what your expected outcome should be! knows what your expected outcome should be! 17 ITIL Implementation © Copyright IBM Corporation 2006