Presentation: Life In An ITIL V3 Environment


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Presentation: Life In An ITIL V3 Environment

  1. 1. Attaining IT Service MaturityWhys, whats & hows<br />Lead presentation in the <br />Vyom Labs IT Service Management Conference<br />by<br />Atul Kherde<br />Practice Head (ITSM)<br /><br />
  2. 2. Background on the conference<br />General lack of awareness about ITSM benefits <br />Across the board<br />Visionary approach – rarely seen<br />Customer ‘closure’ rather than &apos;needs’ driven approach<br />Plethora of incomplete implementation efforts<br />Giving a ‘bad name’ to ITSM/ITIL<br />Vyom Labs being an end-to-end solutions provider in this space wishes to contribute towards the global spread of ITIL / ITSM best practices.<br />
  3. 3. IT Service Maturity<br />How far to go?<br />Life in an ITIL v3 Environment…<br />How to go that far?<br />Suggested implementation sequence - ISO 20 000<br />
  4. 4. What is IT Service Management?<br />Understanding Services Sensibilities<br />Ordinary items, Bank Token service<br />For best results, an IT Establishment should be operated as a SERVICE MANAGEMENT ESTABLISHMENT<br />IT Service Management is a structured approach to IT service delivery and support based on ITIL best practices<br />ITIL v3 scores over v2 by ensuring faster processing of new or changed services by adopting a service lifecycleapproach<br />IT Service Management is a set of good/best practices to manage IT Services largely based on ITIL<br />ITIL v3 is a set of 5 books on complete service lifecycle<br />Strategy, Design, Transition, Operations & CSI<br />
  5. 5. Gartner Group Maturity Model<br />Value<br />This curve denotes GROUP maturity as distinct from individual maturity<br />Service<br />Proactive<br />Reactive<br /> Fire Fighting<br />
  6. 6. Concepts of Service Maturity<br />Service Request – menu card offering <br />Incident – unexpected ‘goof up’ on a service<br />Stability index: Ratio of Incidents / Service requests<br />Airline industry ?<br />Hospitality industry ? <br />And How much for IT Industry?<br />Induction maturity<br />Lead Time for delivering productive service for fresher<br />How far to go?<br />IT Industry has to go really really faar..!<br />
  7. 7. What is ITIL?<br />ITIL is a public framework that describes Best Practices in IT service management<br />Initial version consisted of 31 associated books covering all aspects of IT service provision<br />It was then revised & replaced by 7 more closely connected and consistent books in ITIL v2<br />In 2007, ITIL v3 with five core books was released<br />V2 advocated a process based approach <br />Best kitchen<br />V3 promotes a service lifecycle<br />Get the Menu Card correct<br />
  8. 8. ITIL v3 Core<br />
  9. 9. Phase-wise focal points in ITIL v3<br />The Business / Customers<br />Requirements<br />Service<br />Strategy<br />Requirements<br />Constraints<br />Policies<br />Strategies<br />Service<br />Design<br />SDP s<br />Standards<br />Architectures<br />Solution<br />Designs<br />Service<br />Transition<br />Service Portfolio<br />Service Catalogue<br />SKMS<br />Tested<br />solutions<br />Transition<br />Plans<br />Service <br />Operation<br />Operational<br />Services<br />Operational<br />Plans<br />Continual ServiceImprovement<br />Improvement<br />actions and plans<br />Over its lifetime, every service iterates many times through this cycle<br />
  10. 10. Five major areas of Service Design<br />Service Portfolio Design<br />Design of Services: <br />Identification of Business Requirements<br />Definition of Service requirements<br />Technology and architectural design<br />Process design<br />Measurement design<br />Integrated design:<br />Service Design Package<br />
  11. 11. Service Model<br />Service Model<br />pa<br />Function<br />What HAPPENS there?<br />Structure<br />What IS there?<br />Service Operation<br />Service Model Facilitates collaboration & communication in the service life cycle.<br />
  12. 12. Service V Model<br />
  13. 13. Life in v3 Service Lifecycle<br />Role of IT: Business enabler rather than supporter<br />Why - Service strategy<br />What – Service Design<br />How – Service Transition<br />Do it! – Service Operations <br />Do it better – Continual Service Improvement<br />Emphasis on IT Services rather than process<br />Faster processing of new service proposals<br />Quicker diagnosis and resolution of predicaments<br />High Service Maturity characterized <br />by predictable service delivery<br />
  14. 14. IT Service Maturity<br />How far to go?<br />Life in an ITIL v3 Environment…<br />How to go that far?<br />Suggested implementation sequence for ISO 20 000<br />
  15. 15. An exciting journey <br />of continuous improvement<br />IT Service Quality is not a destination…<br />ISO 20 000 and beyond…<br />It is a journey…<br />
  16. 16. People<br />ITIL trainings (from Foundation to ITIL Expert level), <br />Orientation, Mobilization and Rollout workshops`<br />Process<br />Process Discovery, Design, Documentation, <br />KPI Design, Dashboard Design and Report creation and <br />Process Implementation with appropriate training<br />Techno-<br />logy<br />Document Control System, CMDB, CMS, ITSM Tool, <br />Customization, Testing and Hand-holding after go-live<br />Balance these three critical areas…<br />A healthy balance between the three critical areas essential <br />People Processes and Technology<br />All implementation efforts should happen as a part of a larger plan<br />Organizations should try to get a single point of contact.<br />
  17. 17. ITIL Implementation Framework<br />10-14<br />Time (weeks):1-2<br />14-16<br />10-12<br />ITSM<br />Assess<br />ITSM <br />Plan<br />ITSM<br />Implement<br />ITSM<br />Manage<br />What is the Vision?<br />Where do we want to go?<br />How do we get to our Vision?<br />How do we know we have succeeded?<br />Where are we now?<br />How to keep the Momentum?<br />
  18. 18. The take aways…<br />ITIL is the de-facto standard in IT Service Management worldwide<br />Globally, ITIL/ITSM is the way to go for IT Management careers<br />Individuals have clear certification paths <br />Organizations look at ISO 20 000 <br />Suggested Actionable:<br />What is in it for me?<br />
  19. 19. Thank You!<br />Questions?<br />Atul Kherde<br />Practice Head (ITSM)<br /><br />