What Itil V3 Doesn’T Say About Organisational Structure

Loading...

Flash Player 9 (or above) is needed to view presentations.
We have detected that you do not have it on your computer. To install it, go here.

0 comments

Post a comment

    Post a comment
    Embed Video
    Edit your comment Cancel

    12 Favorites

    What Itil V3 Doesn’T Say About Organisational Structure - Presentation Transcript

    1. What ITIL V3 doesn’t say about people and organisation Patrick Keogh Lucid IT
    2. Agenda
      • Review
        • ITIL V2 roles and functions (note I’m taking a liberty here in only looking at SD&SS)
        • ITIL V3 roles and functions
      • How would this fit together?
      • Other sources of good practice - what did ITIL V3 leave out?
      • What about the people ?
    3. ITIL V2
      • Roles
        • Process owners
        • Service Desk Manager
        • CIO
        • Change Owners, CAB and CAB/EC (becomes ECAB in V3)
        • Implied (operators, programmers, testers etc.)
      • Functions
        • Service Desk
        • (IT Security Management)
        • (Support teams for Incident Management)
    4. ITIL V2 Process Owners CIO Service Desk and Service Desk Manager ? ? ? ? ? ? ? IT Staff ?
    5. ITIL V3 Additional Roles
      • Service Owners
      • Product Owners
      • Service Design Manager
      • IT Architect
      • Applications Analyst/Architect
      • Technical Analyst/Architect
      • Risk Manager
      • Project Managers
      • IT Facilities Manager
      • Major Incident Team
    6. ITIL V3 Additional Functions
      • IT Steering Group
      • IT Operations Management
      • Technical Management
      • Applications Management
    7. ITIL V3 – The Structure Emerges CIO Service Desk and Service Desk Manager IT Operations Management Technical Management Applications Management IT Steering Group
    8. ITIL V3 – But some bits are left over!
      • Some process owners do not have a “natural” place in this structure
        • Security
        • Change
        • Service Portfolio, Catalogue and SLM
      • Some ITIL V3 roles not catered for explicitly:
        • Service Owners
        • Product Owners
        • Service Design Manager
        • IT Architect
        • Risk Manager
        • Project Managers
    9. Other sources of good practice
      • Project and programme management (Prince2, MSP, PMBOK etc.)
      • Governance and assurance (COBIT, ISO38500, ISO9000 etc.)
      • Information Security (PSM, ACSI33, ISO27001 etc.)
    10. Additional Functions
      • Project/Programme Management Office (PMO)
      • Quality, Assurance and Risk
      • Service Management Office (SMO)
      • IT Training
    11. A possible Structure
    12. Your mileage may vary!
      • Organisational structures depend on
        • total size
        • available management skill sets
        • range of duties associated with team leadership
      • So don’t take what I say or what ITIL says as gospel, consider how it will best work in your organisation!
    13. What about the people?
      • ITIL says we need skilled people…
        • What skills?
        • How will we define and test them?
        • For which job roles?
        • To what level?
      • Plenty of questions, but ITIL V3 does not give us the answers!
    14. Best practice to the rescue – SFIA
    15. SFIA Model
      • Two dimensions
        • Skill areas
        • Levels of Responsibility
      • These can the be mapped to job roles to fully describe IS/IT skill levels
      • Current version of SFIA is V4
    16. SFIA Skill areas
      • Eighty eight skill areas covering:
        • Strategy & architecture
        • Solution development and implementation
        • Business change
        • Service management
          • Service Strategy
          • Service Design
          • Service Transition
          • Service Operation
        • Procurement & management support
        • Client interface
    17. SFIA Levels of Responsibility
      • Follow
      • Assist
      • Apply
      • Enable
      • Ensure/advise
      • Initiate, influence
      • Set strategy, inspire, mobilise
    18. SFIA Example – Change Management
      • Skill area:
      • The management of change to the service infrastructure including service assets, configuration items and associated documentation, be it via request for change (RFC), emergency changes, incidents and problems, so providing effective control and mitigation of risk to the availability, performance, security and compliance of the business services impacted.
    19. SFIA Example – Change Management
      • Levels:
      • Level 3 Develops, documents and implements changes based on requests for change. Applies change control procedures.
      • Level 4 Assesses analyses, develops, documents and implements changes based on requests for change.
      • Level 5 Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, suggests improvement to organisational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.
      • Level 6 Sets the organisation's policy for the management of change in live services and test environments, and ensures that the policy is reflected in practice.
    20. Summary
      • ITIL V3 provides significant additional meat in the area of people and organisation, but not enough.
      • Other sources of best practice can make a very significant contribution to our knowledge in these areas.
      • The trick is understanding how all these best practices and standards “click together”.
      • Organisational structure is not a panacea, but is part of an overall service management approach, as part of the “Four Ps” – people, product, process & partners.
    21. Questions ?

    + Patrick KeoghPatrick Keogh, 8 months ago

    custom

    2220 views, 12 favs, 2 embeds more stats

    Presentation delivered to itSMF Seminar, December 2 more

    More info about this document

    © All Rights Reserved

    Go to text version

    • Total Views 2220
      • 2201 on SlideShare
      • 19 from embeds
    • Comments 0
    • Favorites 12
    • Downloads 0
    Most viewed embeds
    • 16 views on http://itsmspot.blogspot.com
    • 3 views on http://www.itsmspot.blogspot.com

    more

    All embeds
    • 16 views on http://itsmspot.blogspot.com
    • 3 views on http://www.itsmspot.blogspot.com

    less

    Flagged as inappropriate Flag as inappropriate
    Flag as inappropriate

    Select your reason for flagging this presentation as inappropriate. If needed, use the feedback form to let us know more details.

    Cancel
    File a copyright complaint
    Having problems? Go to our helpdesk?

    Categories