Results Matter: ITIL V3 vs. Metro Government of Nashville - ITSM Academy Webinar


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From ITSM Academy's October 2008 Webinar, delivered by Lori Smiley, Metro Government of Nashville

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Results Matter: ITIL V3 vs. Metro Government of Nashville - ITSM Academy Webinar

  1. 1. About ITSM Academy y Certified Woman Owned Business Accredited ITSM Education Provider ITIL® Foundation/Bridge, V3 Capability, V2 Practitioner, Service Manager / Bridge ISO/IEC 20000 Foundation and Advanced Process Design (CPDE) MOF Foundation Practical Workshops – Visible Ops, Apollo 13, Implementing ITIL p p , p , p g PMI Global Registered Education Provider Public Training in Fort Lauderdale, Dallas, DC and Metro NY Corporate on-site classes p on- Over 18,000 learners trained since 2003 2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government
  2. 2. Results Matter ITIL® v3 and the Metro Government of Nashville
  3. 3. Metro Nashville ITS 19,000 Metro 6 Storage Area Employee Customers Networks 6+ Data Centers 110 Terabytes 239 Physical Sites Assigned Disk Space 20 SONET Locations 4 Tape Libraries 650 Managed Routers 400 Linear Hours of Backups per Night and Switches 7,500 Managed Ryman Auditorium Desktops 750 Police M bil PC P li Mobile PCs 350+ Servers
  4. 4. Metro’s ITIL Journey 2005, 2006 – Assessments based on ITIL ® v2 2006 – F Foundation trained management and key d ti t i d t dk IT staff Early 2007 – Achieved Service Manager y g certification Learned about Train-the-Trainer Train-the- June 200 – ITI ® v3 F J 2007 ITIL 3 Foundation d i Sept 2007 – ISO20K Foundation March 2008 – ITIL ® v3 Service Manager Bridge
  5. 5. Why ITIL® v3? (1) The Service Lifecycle Batman Building Compliments project lifecycle Request Fulfillment Security Management Knowledge management Service Asset and Configuration Management CMDB(s) – CMS – SKMS Hierarchy Continual Service Improvement
  6. 6. Why ITIL® v3? (2) Aligned with ISO/IEC 20000 ISO/IEC 20000 “shalls” and “shoulds” “shalls” “shoulds” provide the prescription for ensuring our processes are efficient and effective Aligned with Results Matter Government- Government-wide strategic planning and performance measurement initiative Helps H l provide every department with the id d t t ith th tools and data needed for employees to focus on delivering results for customers g
  7. 7. Results Matter – Platforms The purpose of the Platforms line of business is to provide hardware software technical support and hardware, software, data center facility products to Metro departments and agencies so they can continuously and effectively store, access and process data store access, data. Percentage of Calls for Service resolved by Technical Support Service Center Percentage of agencies surveyed showing satisfaction with supported desktops Percentage of time supported servers are available
  8. 8. In-house Training In- Completed ITSM Academy train-the- train-the- trainer program i Customized curriculum to Accommodate resource constraints 5 days, 4.5 hours per day Demonstrate the benefits Apply concepts to a real world situation Apply to what we should do So… who’s going to do all of this? S h ’ i t d ll f thi ?
  9. 9. Metro Government Roles and Responsibilities Designated Process Owners For implemented processes Multiple process managers p p g Team approach Accept resource constraints Identify quick wins Consolidate project activities
  10. 10. Idea Sheet – Subject Tree 10
  11. 11. Subject Tree Visible to Required to Level 1 Level 2 Level 3 Level 4 Description customer diagnose Buddy PC- DESKTOP/LAPTOP Buddy Deployment user name, department, Buddy New New system deployment Y supervisor user name, department, d t t Buddy Assignment Assigning new user/profile Y supervisor user name, department, supervisor, from Buddy Relocation Moving to new location Y and to location user name, Revolving Fund department, Buddy Replacement Revolving Fund deployment Y supervisor Replacement of non-faulty user name, Replacement equipment, equipment not Revolving department, department Buddy Upgrade Fund Y supervisor 11
  12. 12. Report Development 12
  13. 13. Pain Points (Process Improvements) 13
  14. 14. Features– Features–Functions (Tool Improvements) 14
  15. 15. Real World Challenges Adopting and adapting ITIL is hard work ITIL is not prescriptive Common practice RULES ISO/IEC 20000 can help
  16. 16. Thank you! Th k ! Lori Smiley
  17. 17. Want to Learn More? Now available ITIL® V3 Foundation / Bridge ITIL ® V3 Capability – RCV & OSA p y ITIL® V3 Service Manager Bridge ITIL® V3 Books ISO/IEC 20000 (ISO 20K) Foundation Certified Process Design Engineer (CPDE)TM MOF 4.0 Foundation Coming soon More V3 Capability, Lifecycle, Managing Across the Lifecycle ISO 20K Professional Level Modules
  18. 18. ITIL® V3 Bridging Scheme V2 Practitioners with at least 12 credits must take the V3 Managers Bridge and the Managing Across the Lifecycle courses in order to achieve ITIL Expert certification.
  19. 19. ITIL® V3 Certification Scheme Advanced ITIL Expert E t 5 points Managing Across the Lifecycle Lif l 3 points each 4 points each CSI Service Offerings and Agreement (SOA) SO ST SD SS Release, Control and Validation (RCV) Planning, Protection and Optimization (PPO) a g, otect o a d Opt at o ( O) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream © ITSM Academy 2008 2 points V3 Foundation
  20. 20. ITSM Academy, Inc. y,