Presentation: Life In An ITIL V3 Environment

Attaining IT Service MaturityWhys, whats & hows
Lead presentation in the
Vyom Labs IT Service Management Conference
by
Atul Kherde
Practice Head (ITSM)
atul@vyomlabs.com

Background on the conference
General lack of awareness about ITSM benefits
Across the board
Visionary approach – rarely seen
Customer ‘closure’ rather than 'needs’ driven approach
Plethora of incomplete implementation efforts
Giving a ‘bad name’ to ITSM/ITIL
Vyom Labs being an end-to-end solutions provider in this space wishes to contribute towards the global spread of ITIL / ITSM best practices.

IT Service Maturity
How far to go?
Life in an ITIL v3 Environment…
How to go that far?
Suggested implementation sequence - ISO 20 000

What is IT Service Management?
Understanding Services Sensibilities
Ordinary items, Bank Token service
For best results, an IT Establishment should be operated as a SERVICE MANAGEMENT ESTABLISHMENT
IT Service Management is a structured approach to IT service delivery and support based on ITIL best practices
ITIL v3 scores over v2 by ensuring faster processing of new or changed services by adopting a service lifecycleapproach
IT Service Management is a set of good/best practices to manage IT Services largely based on ITIL
ITIL v3 is a set of 5 books on complete service lifecycle
Strategy, Design, Transition, Operations & CSI

Gartner Group Maturity Model
Value
This curve denotes GROUP maturity as distinct from individual maturity
Service
Proactive
Reactive
Fire Fighting

Concepts of Service Maturity
Service Request – menu card offering
Incident – unexpected ‘goof up’ on a service
Stability index: Ratio of Incidents / Service requests
Airline industry ?
Hospitality industry ?
And How much for IT Industry?
Induction maturity
Lead Time for delivering productive service for fresher
How far to go?
IT Industry has to go really really faar..!

What is ITIL?
ITIL is a public framework that describes Best Practices in IT service management
Initial version consisted of 31 associated books covering all aspects of IT service provision
It was then revised & replaced by 7 more closely connected and consistent books in ITIL v2
In 2007, ITIL v3 with five core books was released
V2 advocated a process based approach
Best kitchen
V3 promotes a service lifecycle
Get the Menu Card correct

ITIL v3 Core

Phase-wise focal points in ITIL v3
The Business / Customers
Requirements
Service
Strategy
Requirements
Constraints
Policies
Strategies
Service
Design
SDP s
Standards
Architectures
Solution
Designs
Service
Transition
Service Portfolio
Service Catalogue
SKMS
Tested
solutions
Transition
Plans
Service
Operation
Operational
Services
Operational
Plans
Continual ServiceImprovement
Improvement
actions and plans
Over its lifetime, every service iterates many times through this cycle

Five major areas of Service Design
Service Portfolio Design
Design of Services:
Identification of Business Requirements
Definition of Service requirements
Technology and architectural design
Process design
Measurement design
Integrated design:
Service Design Package

Service Model
Service Model
pa
Function
What HAPPENS there?
Structure
What IS there?
Service Operation
Service Model Facilitates collaboration & communication in the service life cycle.

Service V Model

Life in v3 Service Lifecycle
Role of IT: Business enabler rather than supporter
Why - Service strategy
What – Service Design
How – Service Transition
Do it! – Service Operations
Do it better – Continual Service Improvement
Emphasis on IT Services rather than process
Faster processing of new service proposals
Quicker diagnosis and resolution of predicaments
High Service Maturity characterized
by predictable service delivery

IT Service Maturity
How far to go?
Life in an ITIL v3 Environment…
How to go that far?
Suggested implementation sequence for ISO 20 000

An exciting journey
of continuous improvement
IT Service Quality is not a destination…
ISO 20 000 and beyond…
It is a journey…

People
ITIL trainings (from Foundation to ITIL Expert level),
Orientation, Mobilization and Rollout workshops`
Process
Process Discovery, Design, Documentation,
KPI Design, Dashboard Design and Report creation and
Process Implementation with appropriate training
Techno-
logy
Document Control System, CMDB, CMS, ITSM Tool,
Customization, Testing and Hand-holding after go-live
Balance these three critical areas…
A healthy balance between the three critical areas essential
People Processes and Technology
All implementation efforts should happen as a part of a larger plan
Organizations should try to get a single point of contact.

ITIL Implementation Framework
10-14
Time (weeks):1-2
14-16
10-12
ITSM
Assess
ITSM
Plan
ITSM
Implement
ITSM
Manage
What is the Vision?
Where do we want to go?
How do we get to our Vision?
How do we know we have succeeded?
Where are we now?
How to keep the Momentum?

The take aways…
ITIL is the de-facto standard in IT Service Management worldwide
Globally, ITIL/ITSM is the way to go for IT Management careers
Individuals have clear certification paths
Organizations look at ISO 20 000
Suggested Actionable:
What is in it for me?

Thank You!
Questions?
Atul Kherde
Practice Head (ITSM)
atul@vyomlabs.com

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Presentation: Life In An ITIL V3 Environment

by Vyom Labs on Feb 16, 2010

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Presentation: Life In An ITIL V3 Environment — Presentation Transcript