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#TFT14 James Woodward ITIL v Reality

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About 10 years ago (or so) ITIL became the new buzz word and IT managers all over the country went back to school to learn a new language, take some exams and tried to fit everything we were doing …

About 10 years ago (or so) ITIL became the new buzz word and IT managers all over the country went back to school to learn a new language, take some exams and tried to fit everything we were doing into the new IT world.

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  • Working in HE for about 13 yearsInvolved in ‘user support’Insight into my ITIL journey – hopefully making it a bit funny along the way!AIM: interactive presentation trying to make you think about what ITIL has given you and what it has missedInvite input and comments throughout!Interested in service management when I found out about ITIL – seemed like a good idea
  • Hopefully a view of what other people in the room thinkIf you are going to go down the ITIL route what else do you need to consider / ask forItil on its own will not get you very farBuy in, you need buy in
  • Show you video showing you how ITIL will answer your IT issues relating to the restaurant set up.
  • Testing poll everywhere
  • It had been a few years since I had done a course that had an EXAMGot the satchel out and off I wentThought it would be good to learn about something new and ITIL seemed to be the new buzz word going roundIt was also good to see and learn a new framework, something different that I had personally done before
  • Who has done the itil foundation
  • ITIL foundation here I came.When doing this in a total HE IT environment all I kept hearing wasIT WILL NEVER WORK HERE but from discussions I have had with other people that started this journey at a similar time (and those who had not written the courses or developed the framework) it was a similar storyBarlcays – how I teach it not how you doPeople were having an issue understanding what a framework was! How can we be expected to implement all of this?This isn’t relevant to my role?Should we be getting more senior management on the course so they too can understand what this ‘ITIL’ is all about?The trainers were more concerned about you passing the exam (and I think I could have been if I am being honest)I did get a green badge though!!
  • Itilwont work
  • Can we credit this quote please?When I googled ‘framework’ the free dictionary came back with this quote?Can you be ITIL compliant?A set of resources you can pick and choose fromNO
  • Common language – yes – those in the know can now communicate without getting confused on definitions of incidents and problemsStarter for 10 – it does give you the outline processes for common IT The service deskITIL common language is really quite important in service management - it actually allows a non-native English speaker speaking "ITIL" to communicate with their colleagues more efficiently than a native English speaker who doesn't speak "ITIL", it's like a language on its own...but even for that a full blown foundation certificate isn't needed, just a general awareness...
  • So not put off by the foundation in the early days I thought it would be god to explore this ITIL in more detail – yes, I did the ITIL managers (version 2) so I could get a red badgeITIL version 2Lost a month of my lifeHad to learn it all after being given the books – why?Fingers hurtBrain hurtAll for a badge!!When version 3 came out I thought, I don’t want to be left behind with this new version, so I went back to school for another week in order to become the ITIL expert. I am sure that there are many people listening to this who are indeed itil experts – I did get a purple badge, so do have proof! I suppose after spending that much time learning about a framework and doing the exams you deserve to be called an expert!!
  • Who tried to implement some of this ITIL stuff??
  • Financial managementChange v releaseCapacity v availabilityConfig – that seems like hard work
  • Incident – this seemed to go ok – we standardised what we were doing throughout the support teams in the uni – this helped us to ensure we were using our service management software in the correct wayChange – yes. In a previous role I was heavily involved with defining the change process. I learnt a lot from the approach used and have since been involved with implementing it again at my current place of work.We have implemented change management and I will explain the learning curve we went through in more detail in a bitPlus:Catalogue – yes – we are on version 2 of this now and have seen the benefits especially when negotiating service provision with the ‘business’ and working on defining the IT strategyService request – splitting out these from indents gave us much better management information. We were able to look at the real first time fix. Look at how we could streamline the service requests, gaining the correct information from the customer to enhance the overall customer experienceProblem - this is next on our list
  • Lack of understanding from the it staff (especially those who had not gone through the itil training)Language – problem v incident!!Why now – we have managed in the pastBenefits – I cant see how this will benefit me? Where do I find the time to do this extra workMore work for us
  • People do like to follow a processTaking time to explain really helpsGet Buy in at the right time
  • When I started at MMU a few members of staff and managers came up to me and said‘so is your plan for us to adopt itil’Response – NOMy plan is for us to understand and determine where best practice can be applied to improve how we work as an IT Organisation
  • Will ITIL solve our problems – NOOne version for all levels means that some staff find it hard to comprehend and relate toIt gives a common Soft Skills – ITIL is process basedCultural change v change managementOnce version for all levelsHow do you do this stuffPeople process tools
  • Or to put it another way…ITIL = processes Service management software = systemPeople = just as essential to successNeed a combination of these the aspects to be successful.
  • Its not ITIL its about the relevant processesLet’s make things standardisedBut howYou just can’t get the incident process out of the book and look at implementing itHow can you introduce a new process (that everyone thinks is ITIL)HOW
  • ILM – we need to be able to train our managers to be managers – not just process managers. This – or any other management type qualification would helpSda / m – these are important for the service desk – probably more important than a complete ITIl foundation courseUnderstanding of your org and the people – although not a course, it is time well spent when defining process – implementing process and moving forward within your own organisationProject management – these days everything seems to be a project. Maybe not the full on Price course, but the principles behind project management will definatelty helpBusiness analysis skills – Stakeholder identification mapping and managementBenefits realisation – defining why you are wanting to implement processesProcess mapping skillsCharacter charts – what kind do you have- refer to simones presentation earlier – backed up what I am saying about the missing management side of IT
  • Buy in is really important and you can improve your buy in if you manage your stakeholdersThis models helps you to identify the different types of stakeholders and how you should ‘handle them’Low interest, low power means that you do not really have to concentrate on these. HoweverThe techies maybe high power but have low interest – these are the people you need to keep satisfied.Manage closely – high power and high interest – there are not as many of these types as you may think – however senior management – the people with the money will want to know what you are trying to implement and the benefits that this will have.High interest and low power – you could argue that these are the service desk – although I think they have a lot of power as they are the face of your IT organisation. Either way, you need to keep them informed.Identify stakeholders / stakeholder management some stuff from the business analysis course and skills really important within HEUnderstanding / reassuranceEvaluate what we have already.PiecemealReview
  • Itil exams again
  • Implementing this process in MMU gave us a real break throughWhen we realised that the stakeholders were as important as the actual process it really helped us to introduce a better defined change process.We had a number of discussions about the ‘change manager’Who should it be?We started off with the comms and training manager – we couldn’t afford a new role – but as expected, a lot of emphasis on the meeting was put on comms around the changes.We thought about me? When we looked into this in more detail it looked like it was going to be a top down approach to change management and therefore we would miss the buy in the could expectWe then decided that we could use a coordinator role from the service deskThis meant that the individual had an interest in the change process – better change management means reduction in incidents to the service deskShe was able to speak to people eon a similar level, high lighting the importance and getting the buy in and respect Able to look at where the process was going wrongListened to feedback and was not afraid to ‘tweek’ it to ensure it works for usThis has proved to be a successGained buy in from other areas of the uniEnhanced and developed based on feedbackYou don’t need to have a separate change manager to have effective change management
  • So, you have a training budget – its not an infinite amount of money – you need to be careful what you spend it on.Should you go down the ITIL route as standard – as many institutions and companies have done.Yes, this will give your staff a number of advantages, however I think it will also teach them elements of ITIL / IT that they will never use, not in their current role any wayYou need to fit your training around your objectives – is an itil overview ok in some circumstances which would enable money to be spent better.There are plenty of courses / opportunities available,I see conference, knowledge sharing and events like TFT as valuable as a training course.Next poll is about accredited training
  • Should you accredited training
  • People, Process, Tech.An ITIL qualification will not enable you to successfully implement processesHE is different – FACT. It is not a barrier thoughCommon SenseA structured ITIL overview is more beneficial than the foundation course for the majority of peopleBe careful what to spend your money onKnow your stakeholders – know your business.

Transcript

  • 1. James Woodward ITIL: Process Vs Reality
  • 2. Microsoft Excel 2010 Foundation ITIL v Reality ITIL v. Reality James Woodward Client Services Manager Manchester Metropolitan University the_leveller
  • 3. Microsoft Excel 2010 Foundation ITIL v Reality
  • 4. Microsoft Excel 2010 Foundation ITIL v Reality ITIL v Restaurants http://www.youtube.com/watch?v=vBguassbAzo
  • 5. Microsoft Excel 2010 Foundation ITIL v Reality
  • 6. Microsoft Excel 2010 Foundation ITIL v Reality
  • 7. Microsoft Excel 2010 Foundation ITIL v Reality
  • 8. Microsoft Excel 2010 Foundation ITIL v Reality
  • 9. Microsoft Excel 2010 Foundation ITIL v Reality
  • 10. Microsoft Excel 2010 Foundation ITIL v Reality “A set of assumptions, concepts, values and practices that constitutes a way of viewing reality”
  • 11. Microsoft Excel 2010 Foundation ITIL v Reality Benefits
  • 12. Microsoft Excel 2010 Foundation ITIL v Reality
  • 13. Microsoft Excel 2010 Foundation ITIL v Reality
  • 14. Microsoft Excel 2010 Foundation ITIL v Reality Confusion
  • 15. Microsoft Excel 2010 Foundation ITIL v Reality Problem Change Service Requests Service Catalogue Incidents
  • 16. Microsoft Excel 2010 Foundation ITIL v Reality Challenges
  • 17. Microsoft Excel 2010 Foundation ITIL v Reality Results
  • 18. Microsoft Excel 2010 Foundation ITIL v Reality New Role
  • 19. Microsoft Excel 2010 Foundation ITIL v Reality What’s Missing? We invest in service management software ITIL ITIL gives us the process £ ? But what about the rest?
  • 20. Microsoft Excel 2010 Foundation ITIL v Reality Processes SUCCESS People Systems
  • 21. Microsoft Excel 2010 Foundation ITIL v Reality Made me think
  • 22. Microsoft Excel 2010 Foundation ITIL v Reality What’s missing?
  • 23. Microsoft Excel 2010 Foundation ITIL v Reality Managing cultural change
  • 24. Microsoft Excel 2010 Foundation ITIL v Reality
  • 25. Microsoft Excel 2010 Foundation ITIL v Reality
  • 26. Microsoft Excel 2010 Foundation ITIL v Reality Training budget
  • 27. Microsoft Excel 2010 Foundation ITIL v Reality
  • 28. Microsoft Excel 2010 Foundation ITIL v Reality Lessons learnt
  • 29. With thanks to our slides sponsor, CA Technologies Try Nimsoft for free at ca.com/NSD-trial