Frameworks What are they? Why use them? How do you pick them?

1. WHICH ITSM FRAMEWORK
WHAT ARE THEY?
WHY USE THEM?
HOW DO YOU PICK THEM?

2. REALISING VALUE
Duncan Watkins
Consultant, Analyst & Practitioner
@duncanwatkins

3. RUNNING ORDER
• What frameworks are there?
• What are the key ones for ITSM?
• What are frameworks?
• Why do we use them?
• What are the similarities?
• What are the differences?
• How do you pick which to use?
• Summary

4. WHAT FRAMEWORKS ARE THERE?
• TickITplus
• ISO27001
• ISO20000
• CMMI
• Lean Six Sigma
• IT Balanced
Scorecard
• ISO38500
• COBIT
• M_o_R
• BiSL
• ASL
• ITIL
• IT4IT
• USMBOK
• MSP
• PRINCE 2
• PMBOK
• DevOps

5. KEY FRAMEWORKS FOR TODAY’S ITSM

6. WHAT ARE FRAMEWORKS?
BASIC DESCRIPTION
• ITIL – Set of practices for aligning IT
and business
• DevOps – Incremental adoption of
the 3 ways
• IT4IT – Vendor neutral Reference
Architecture
WHAT IS IT BASED UPON
• ITIL – Process model consisting of
five volumes that cover the IT
lifecycle
• DevOps – Culture based around
collaboration and communication
• IT4IT – Information model that
emphasises the IT value chain

7. WHY DO WE USE THEM?
• Vestiges of good practice
• Common language
• Faster progress
• Can encourage
collaboration

8. WHAT ARE THE SIMILARITIES?
IT4IT & ITIL DEVOPS & IT4IT
Service Strategy
Continual Feedback –
Amplify Feedback Loops
Service Design supports
iterative design – Agile
Service Focussed –
Service Focussed
ITIL & DEVOPS
IT Value Chain – Systems
Thinking
4 Value Streams
Feedback Loops –
Amplify Feedback Loops
Service Strategy –
Strategy to Portfolio
Service Design –
Requirement to
Deployment
Service Transition –
Request to Fulfill
Service Operation –
Detect to Correct

9. WHAT ARE THE DIFFERENCES?
IT4IT & ITIL DEVOPS & IT4IT
• ITIL does come from a
planned sequential
background
• DevOps is primarily a
cultural approach to
improvement
• Can we ever reconcile
those differences?
ITIL & DEVOPS
• DevOps is based
around Culture,
Automation, Lean,
Measurement, Sharing
• IT4IT is a prescriptive
model
• Which works best for
you?
• IT4IT is an information
model
• ITIL is a process based
model
• Recognition of the
limitations of ITIL?

10. HOW DO WE PICK
WHICH TO USE?
• What are the problems that you currently
have?
• What are you trying to achieve?
• What skills do you have and need?
• What does your business need?
• What des your business understand?

11. SUMMARY
• There are many frameworks out there
• On face value, they have significant differences in basis and language
• However, upon inspection they have many similarities
• This is because they touch upon some widely agreed principles
• Use the best from multiple frameworks
• Think about how your business will perceive this when choosing
• Think about how multiple frameworks will fit together and when that matches your
organisation