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ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
ITIL v3 Awareness - Jun 2010
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ITIL v3 Awareness - Jun 2010

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Have you wondered where, why, and how ITIL came from, then this is the meeting that will explain it all! You will hear why ITIL can be a Business Analyst's best friend! …

Have you wondered where, why, and how ITIL came from, then this is the meeting that will explain it all! You will hear why ITIL can be a Business Analyst's best friend!
John Magill will discuss how ITIL is the leading body of knowledge for Service Management helping you design services not just applications. He will also share with you how to get infrastructure people and application people to work together, how to design for utility, warranty and usability - a design for success. He will show how to ensure that the services are optimally employable by the business and manageable by the provider and some key ITIL architectures including Service Lifecycle and the V model, how to transition designs into production and continual service improvement - all establishing and increasing quality.

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  • 1. Learning to Love ITIL (Information Technology Infrastructure Library) Presented at the Rochester, NY IIBA Chapter Monthly Meeting - June 17 2010
  • 2. Learning to Tonight’s Presentation Objectives Love ITIL  About Consulting-Portal  Frameworks, Standards, Best Practices  Where ITIL came from  ITIL v3 & the Service Lifecycle Approach  How to design Services rather than just Applications  The criticality of SERVICE specifications  Looking at services as more than the sum of Applications and Infrastructure  How to get Infrastructure people and Applications people to work together  Continual Service Improvement - establishing and increasing Quality  Questions June 17 2010 (C) Consulting-Portal 2
  • 3. Learning to About Consulting-Portal Love ITIL Specialized in IT Service Management and Enterprise Systems Management EXPERIENCED –  Since 1999 CP has been helping Fortune 500 and mid-sized companies with their IT Service Management needs FOCUSED –  IT Service Management (ITSM) is our only business CAPABLE –  Our staff is made up of full time employees each with over 30 years of diverse IT experience along with extensive IT Service Management and industry experience June 17 2010 (C) Consulting-Portal 3
  • 4. Learning to Our Services Love ITIL Helping you plan and Assessments, Roadmaps ITIL, COBIT, ISO20000 Organize for your Process Design Custom Training ITSM Journey Technical Design & Practical Workshops Implementations and Rollouts Software to Assess, Design and Govern your processes June 17 2010 (C) Consulting-Portal 4
  • 5. Learning to Why ITIL (IT Infrastructure Library) Love ITIL   A structured “Body of Knowledge” (BoK) for Service Management  Common Language & Terminology  Leverage experience – “good practices”   A cohesive set of integrated processes for Service Management  Includes demonstrable performance indicators   Scalable (small to large organizations)   Spans Strategic through Operational   Incorporates mechanisms for Governance and Continual Improvement   Incorporates accepted Quality methodologies (e.g., Six Sigma) Benefits   Cost-justifiable Services that meet Business, Customer and User requirements   Everyone knows their role and responsibilities in service provision   Applicable to ANY service area (not just IT services) June 17 2010 (C) Consulting-Portal 5
  • 6. Learning to IT Service Management (ITSM) Love ITIL “IT Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services”.   Take the form of functions and processes for managing services over a Lifecycle.   Represent an organization’s capacity, competency, and confidence for action. Service Definition: “A service is a means of delivering value to customers by facilitating the outcomes that customers want to achieve without the ownership of specific costs and risks”. June 17 2010 (C) Consulting-Portal 6
  • 7. Learning to Functions Love ITIL A function is a team or group of people and the tools they use to perform one or more processes or activities.   Provide structure and stability to organizations.   Are self-contained units of organizations, with their own capabilities and resources.   Rely on processes for cross-functional coordination and control.   Have their own knowledge base, built from experience.   Can result in functional silos if there is an inward focus or lack of coordination June 17 2010 (C) Consulting-Portal 7
  • 8. Learning to Processes Love ITIL A process is a structured set of activities designed to accomplish a specific objective. Processes:   Create value for all stakeholders. Data, information, and Process knowledge   Are closed-loop systems. Activity 1 Suppliers Desired   Turn inputs into defined outputs. outcome Activity 2 Customer   Are organized around objectives. Activity 3   Include all required roles, responsibilities, tools, and Service control and quality management controls. Trigger   Once defined and documented, must be controlled to ensure repeatable results. June 17 2010 (C) Consulting-Portal 8
  • 9. Learning to Roles Love ITIL A role is the set of responsibilities, activities and authorities defined in a process and assigned to a person or team. - An individual can assume various roles over the course of a day Change Initiator Role Problem Analyst Role Incident Support Level 2 Role Incident Support Level 2 Role - Sometimes roles will be full-time responsibilities. Purchasing Manager – Facilities Manager – Functional Job Title Functional Job Title June 17 2010 (C) Consulting-Portal 9
  • 10. Learning to Frameworks, Standards, Good Practices Love ITIL Frameworks Standards   Not Auditable   ISO/IEC 20000, 27001   Not Certifiable (except for Individuals)   ISO 9000   ITIL® (OGC)   CobiT™(ISACA) Quality Frameworks   TOGAF (Enterprise Architecture)   Six Sigma (3.4 defects / Million)   eTOM (used mostly in Telecom)   TQM   MOF (Microsoft)   Balanced Scorecard (Norton&Kaplan) Project Management   PMI (individuals knowledge of Project Models CMMI ® (Dev. Svcs, Acq) Management)   used by ITIL, CobiT, CMMI,   PRINCE2 (Processes necessary for success) PRINCE2 Your Own Organization / Industry Experience June 17 2010 (C) Consulting-Portal 10
  • 11. Learning to Where Does ITIL Fit? Love ITIL CONFORMANCE Drivers PERFORMANCE: Basel II, Sarbanes- business goals Oxley Act, etc Balanced “Enterprise Governance” COSO Scorecard “IT Governance” COBIT™ ISO ISO ISO/IEC Best practice standards 9001:2000 27001 20000 Processes and QA Security Procedures Procedures Principles ITIL® June 17 2010 (C) Consulting-Portal 11
  • 12. Learning to Good Practice Usage Love ITIL Organization A Good Practice Your Organization Organization B … To realize the full benefits, organizations must re-introduce Organization their own reality regarding: Z + Technology + Business Good practices, by necessity, have + Organization eliminated all: + Culture - Technology + Governance - Business - Organization - Culture June 17 2010 (C) Consulting-Portal 12
  • 13. Learning to Value of Process Love ITIL Mean Mean Customer Customer Upper Limit Upper Limit ZERO DEFECTS DEFECTS 0 15 30 45 60 0 15 30 45 60 Time (Min.) Time (Min.) Consistent Mediocrity is more effective than Sporadic Excellence June 17 2010 (C) Consulting-Portal 13
  • 14. Learning to ITIL Phase Mechanics Love ITIL Strategic Business Needs Tactical Service Strategy Service Design Continual Service Transition Service Improvement Service Operation June 17 2010 (C) Consulting-Portal 14
  • 15. Learning to ITIL Process Set Love ITIL Service Service Service Service Strategy Design Transition Operation Service Level Transition Planning Management & Support Strategy Event Generation Capacity Change Management Management Management Demand Incident Availability Management Evaluation Management Management Service Continuity Release & Deploy. Problem Service Portfolio Management Management Management Management Request Security Service Validation Management & Testing Fulfillment Financial Management Service Catalogue Service Asset & Access Management Config. Mgt Management Supplier Knowledge Management Management Continual Service Improvement Measurement Reporting Analysis Improvement June 17 2010 (C) Consulting-Portal 15
  • 16. Learning to Service Strategy Processes Love ITIL Service Service Service Service Strategy Design Transition Operation Strategy Generation Demand Management Service Portfolio Management Financial Management Continual Service Improvement Measurement Reporting Analysis Improvement June 17 2010 (C) Consulting-Portal 16
  • 17. Learning to Service Strategy Mechanics Love ITIL Demand Management Service Strategy Portfolio Generation Management Financial Management June 17 2010 (C) Consulting-Portal 17
  • 18. Learning to Service Design Processes Love ITIL Service Service Service Service Strategy Design Transition Operation Service Level Management Capacity Management Availability Management Service Continuity Management Security Management Service Catalogue Management Supplier Management Continual Service Improvement Measurement Reporting Analysis Improvement June 17 2010 (C) Consulting-Portal 18
  • 19. Learning to Service Design Mechanics Love ITIL Risk Management Interface with App. Develpment Availability Service Information Capacity Supplier Mgt. Cont. Mgt. Security Mgt. Mgt. Mgt. Underpinning Contracts Service Level Service Service Level Agreements Requirements Level Mgt. Operating Level Agreements Interface with Business Groups Business Service Service Cat. Service Catalog Mgt. Portfolio Technical Service Cat. June 17 2010 (C) Consulting-Portal 19
  • 20. Learning to Service Transition Processes Love ITIL Service Service Service Service Strategy Design Transition Operation Transition Planning & Support Change Management Evaluation Release & Deploy. Management Service Validation & Testing Service Asset & Config. Mgt Knowledge Management Continual Service Improvement Measurement Reporting Analysis Improvement June 17 2010 (C) Consulting-Portal 20
  • 21. Learning to Service Transition Mechanics Love ITIL RFC Interface with Evaluation Bus.Groups Change Management Service Asset & Interface with Configuration Bus. Groups & App.Dev. Transition Release & Planning Deployment Validation & CMS Support & Interface with Testing App.Dev. DML Knowledge Management Operations June 17 2010 (C) Consulting-Portal 21
  • 22. Learning to Service Operation Processes Love ITIL Service Service Service Service Strategy Design Transition Operation Event Management Incident Management Problem Management Request Fulfillment Access Management Continual Service Improvement Measurement Reporting Analysis Improvement June 17 2010 (C) Consulting-Portal 22
  • 23. Learning to Service Operation Mechanics Love ITIL Users Org Support Groups Monitors Chg. Event Event Scripts Criteria Management Access 2 3 1 Service Incident Event Request Desk Service Request Alert CMS Interface with Bus.Groups Incident Request Management Fulfillment Request Models KEDB Access Problem Known Error Management Management Access Problem Interface with Models App.Dev. RFC June 17 2010 (C) Consulting-Portal 23
  • 24. Learning to CSI Support Love ITIL Service Service Service Service Strategy Design Transition Operation Service Level Transition Planning Management & Support Strategy Event Generation Capacity Change Management Management Management Demand Incident Availability Management Evaluation Management Management Service Continuity Release & Deploy. Problem Service Portfolio Management Management Management Management Request Security Service Validation Management & Testing Fulfillment Financial Management Service Catalogue Service Asset & Access Management Config. Mgt Management Supplier Knowledge Management Management Continual Service Improvement Measurement Reporting Analysis Improvement June 17 2010 (C) Consulting-Portal 24
  • 25. Learning to CSI Mechanics Love ITIL Service Owners Service Service Measurement Level Achievements Business Relationship Managers Service Supplier Functional Reporting Relationship Managers Managers Service Level Value Service Targets Targets Analysis Underpinning Contracts Service Level Agreements Customer Service Operating Level Needs Improvement Agreements June 17 2010 (C) Consulting-Portal 25
  • 26. Learning to Service Management & SDLC Love ITIL Service Strategy Relative Involvement Service Design SM SDLC Service Management (SM) & SDLC Engagement Service Transition SDLC = Systems SM SDLC Development Life Cycle Service Operation June 17 2010 (C) Consulting-Portal 26
  • 27. Learning to Service V-Model Love ITIL Progressive Balanced Stages of Specifying/Designing and Testing/Validating Levels of configuration for build and testing Define Customer/Business Validate Service Packages, Requirements Offerings, and Contracts Define Service Requirements Service Acceptance Test Design Service Solution Service Operational Readiness Test Design Service Release Service Release Package Test Develop Service Solution Component and Assembly Test Service Component Build and Test Internal and External Suppliers June 17 2010 (C) Consulting-Portal 27
  • 28. Learning to Consulting-Portal Love ITIL The End Thank You ! Questions ? June 17 2010 (C) Consulting-Portal 28

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