ITIL V3 Overview


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ITIL V3 Overview

  1. 2. Agenda 3 Service Lifecycle 1 Introduction to ITIL 2 Key Concept 4 Key Principles, Models, and Process 5 Questions and Answers ( Q & A)
  2. 3. ITIL - Motivations <ul><li>Top ten concerns of IT Directors/CIO’s </li></ul><ul><ul><ul><ul><ul><li>(cited by “ISO20000 Toolkit”) </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Aligning IT strategy with business strategy (operational excellence). </li></ul></ul></ul><ul><ul><ul><li>Meeting business and user needs. </li></ul></ul></ul><ul><ul><ul><li>Coping with change (Pressure to Implement change fast). </li></ul></ul></ul><ul><ul><ul><li>Dealing with senior management (Cost Cutting, and optimize IT investment and expenditure) </li></ul></ul></ul><ul><ul><ul><li>Managing costs, budgets and resources. </li></ul></ul></ul><ul><ul><ul><li>Keeping up with technology. </li></ul></ul></ul><ul><ul><ul><li>Recruiting and retaining staff. </li></ul></ul></ul><ul><ul><ul><li>Time and resource management. </li></ul></ul></ul><ul><ul><ul><li>Infrastructure management. </li></ul></ul></ul><ul><ul><ul><li>Maintaining skills and knowledge </li></ul></ul></ul>Introduction Concept Lifecycle Model s Q & A
  3. 4. Why should CIO care about ITIL v3
  4. 5. What is ITIL? <ul><li>Best practice framework pertaining to IT Service Delivery </li></ul><ul><li>Systematic approach to high quality IT service delivery </li></ul><ul><li>Documented best practice for IT Service Management </li></ul><ul><li>Provides common language with well-defined terms </li></ul><ul><li>Developed in 1980s by what is now The Office of Government Commerce (OGC) </li></ul><ul><li>itSMF (IT Service Management Forum) also involved in maintaining best practice documentation in ITIL </li></ul><ul><ul><li>itSMF is global, independent, not-for-profit forum </li></ul></ul>Introduction Concept Lifecycle Model s Q & A
  5. 6. What about v3? <ul><li>ITIL started in 80s. </li></ul><ul><ul><li>40 publications! </li></ul></ul><ul><li>v2 came along in 2000-2002 </li></ul><ul><ul><li>Still Large and complex </li></ul></ul><ul><ul><li>8 Books </li></ul></ul><ul><ul><li>Talks about what you should do </li></ul></ul><ul><li>v3 in 2007 </li></ul><ul><ul><li>Much simplified and rationalised to 5 books </li></ul></ul><ul><ul><li>Much clearer guidance on how to provide service </li></ul></ul><ul><ul><li>Easier, more modular accreditation paths </li></ul></ul><ul><ul><li>Keeps tactical and operational guidance </li></ul></ul><ul><ul><li>Gives more prominence to strategic ITIL guidance relevant to senior staff </li></ul></ul><ul><ul><li>Aligned with ISO20000 standard for service management </li></ul></ul>Introduction Concept Lifecycle Model s Q & A
  6. 7. Agenda 3 Service Lifecycle 1 Introduction to ITIL Concepts 2 Key Concepts 4 Key Principles, Models, and Process 5 Questions and Answers ( Q & A) Introduction Concept Lifecycle Model s Q & A
  7. 8. What is an IT Service? ‘ One or more IT systems which enable a business process’. An IT Service can be defined as: A service is : <ul><li>End- to end </li></ul><ul><li>As perceived by Users and customer </li></ul>A service is NOT : <ul><li>Infrastructure component </li></ul><ul><li>Technology & Products </li></ul><ul><ul><li>Email </li></ul></ul><ul><ul><li>Payroll system </li></ul></ul><ul><ul><li>Internet access </li></ul></ul><ul><ul><li>Internet Banking </li></ul></ul>Good Examples of Service: Bad Examples of Service: <ul><ul><li>Wide Area Network </li></ul></ul><ul><ul><li>Unix Server </li></ul></ul><ul><ul><li>Firewall </li></ul></ul><ul><ul><li>Oracle Database </li></ul></ul>Introduction Concept Lifecycle Model s Q & A
  8. 9. <ul><li>ITSM is a method for IT organizations to </li></ul><ul><ul><li>plan </li></ul></ul><ul><ul><li>manage </li></ul></ul><ul><ul><li>develop </li></ul></ul><ul><ul><li>deliver </li></ul></ul><ul><li>IT Services </li></ul><ul><li>ITSM service delivery is customer-oriented as well as process-oriented </li></ul><ul><li>By measuring and controlling (managing) IT services reach a high quality. Defined cost- and service targets are deliverable. </li></ul>What is IT Service Management? ITSM standardizes methods and processes and aligns corporate and department structures to business processes. But what is an IT service? An IT service is a service generated by an IT department or an IT organization for a customer. Introduction Concept Lifecycle Model s Q & A
  9. 10. IT Service Management To align IT services with the ever changing needs of the business To improve the quality of IT services To reduce the long-term cost of service provision Objective: <ul><ul><li>IT is Business </li></ul></ul><ul><ul><li>Business is IT </li></ul></ul>Philosophy of ITSM: Introduction Concept Lifecycle Model s Q & A
  10. 11. IT Service Management Is All About… People Process Product/ Technology Partners Introduction Concept Lifecycle Model s Q & A
  11. 12. Benefits of IT Service Management <ul><li>Better Business-IT Alignment </li></ul><ul><li>Transitioning IT from a technology focus to Service focus </li></ul><ul><li>Process oriented approach providing consistent service quality </li></ul><ul><li>Services that can be bench marked </li></ul><ul><li>Better service visibility - Service Level Agreements (SLA) </li></ul><ul><li>Integrated, scalable framework for managing IT Services </li></ul><ul><li>Reduced long term costs in development and delivery of IT services </li></ul><ul><li>Reduced risk of not being able to meet business objectives </li></ul><ul><li>The ability to absorb a high rate of changes </li></ul><ul><li>IT staff are provided with best practice guidance </li></ul>Introduction Concept Lifecycle Model s Q & A
  12. 13. Customer and User: The one who ‘ pays ’ for the service The one who ‘ uses ’ the service Customer User Introduction Concept Lifecycle Model s Q & A
  13. 14. Service Assets <ul><li>Resources </li></ul><ul><ul><li>Things you buy or pay for </li></ul></ul><ul><ul><li>IT Infrastructure, people, money </li></ul></ul><ul><ul><li>Tangible Assets </li></ul></ul><ul><li>Capabilities </li></ul><ul><ul><li>Things you grow </li></ul></ul><ul><ul><li>Ability to carry out an activity </li></ul></ul><ul><ul><li>Intangible assets </li></ul></ul><ul><ul><li>Transform resources into Services </li></ul></ul>Resources Capital Infrastructure Application Information People Capabilities Management Organization Processes Knowledge People Introduction Concept Lifecycle Model s Q & A
  14. 15. Service and Service Management <ul><li>Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services </li></ul><ul><li>and ….. </li></ul><ul><li>A set of Functions and processes for managing Services over their Lifecycle. </li></ul>What is Service? A ‘service’ is a means of delivering value to customers by facilitating outcomes , customers want to achieve without the ownership of specific costs and risks. What is Service Management? Introduction Concept Lifecycle Model s Q & A
  15. 16. <ul><li>Value is not only discernable in the customer outcomes, but is also dependent on the customer perception. </li></ul><ul><li>ITIL uses two important concepts for the value of a service. For customer, the positive effect is utility, and the insurance of the positive effect is the warranty </li></ul>Value in Service <ul><li>Utility (fitness for purpose) </li></ul><ul><li>It’s the attribute (features/ functionality) of the service that have a positive effect on the performance of activities, tasks, and objects with specific result. </li></ul><ul><li>Utility stands for the increase of a possible profit </li></ul><ul><li>Warranty (fitness for use) </li></ul><ul><li>Availability and Reliability in continuity and security </li></ul><ul><li>It stands for decline in possible losses </li></ul>Introduction Concept Lifecycle Model s Q & A
  16. 17. Value for Services Introduction Concept Lifecycle Model s Q & A
  17. 18. <ul><li>Service facilitates outcomes by having a positive effect on activities and tasks to create conditions for better performance. As a result the probability of the desired outcome increases. The outcome can be categorized as under: </li></ul><ul><ul><li>Enhanced Capabilities </li></ul></ul><ul><ul><li>Increased performance </li></ul></ul><ul><ul><li>Enhanced Resources </li></ul></ul><ul><ul><li>Reduced Cost </li></ul></ul><ul><ul><li>Reduced Risk </li></ul></ul>Outcome of Service Introduction Concept Lifecycle Model s Q & A
  18. 19. Outcome Categories Introduction Concept Lifecycle Model s Q & A
  19. 20. Functions, Roles and Processes <ul><li>Function: A team of group of people and the tools they use to carry out one or more processes or activities. * Provide structure and stability to organization </li></ul><ul><li>Are self contained units of organization having their own resources and capabilities. </li></ul><ul><li>Rely on processes for cross-functional coordination </li></ul><ul><li>Can result in functional Silos if there is an inward focus or lack of coordination. </li></ul><ul><li>Role: </li></ul><ul><li>A set of responsibilities, activities and authorities granted to a person or team. </li></ul><ul><li>Process: A set of activities designed to accomplish a specific objective. A process takes defined inputs and turns them into defined outputs. A process may include roles, responsibilities, tools and management controls required to deliver the outputs. </li></ul><ul><ul><li>It is measurable and Close Looped Systems </li></ul></ul><ul><ul><li>It delivers specific results </li></ul></ul><ul><ul><li>Primary results are delivered to customers or stakeholders </li></ul></ul><ul><ul><li>It includes all required roles, responsibility, tools and management controls </li></ul></ul><ul><ul><li>It responds to specific events (triggers) </li></ul></ul>*ET Introduction Concept Lifecycle Model s Q & A
  20. 21. A Process Model Process Inputs Process Outputs Process Owner Process Objectives Process Documentation Process Feedback Process Activities Process Procedures Process Metrics Process work Instructions Process Roles Process Improvements Process Resources Process Capabilities Process Control Process Enablers Including Process Reports & reviews Triggers Introduction Concept Lifecycle Model s Q & A
  21. 22. Process driven Approach Process Inputs Outputs Step 1 Step 2 Step 3 Step n Department 1 Department 2 Department 3 Step 1 Step 2 Step 3 Step 4 Outputs Inputs Introduction Concept Lifecycle Model s Q & A
  22. 23. RACI Model <ul><li>A RACI model can be used to help define roles and responsibilities. </li></ul><ul><li>It identifies the activities that must be performed alongside the various individuals and roles involved. </li></ul><ul><li>RACI is an acronym for the four main roles of: </li></ul><ul><li>Responsible – The person or people responsible for getting the job done. </li></ul><ul><li>Accountable – Only one person can be accountable for each task. </li></ul><ul><li>Consulted – The people who are consulted and whose opinions are sought. </li></ul><ul><li>Informed – The people who are kept up-to-date on progress. </li></ul>*ET Introduction Concept Lifecycle Model s Q & A
  23. 24. Building a RACI Model <ul><li>To build a RACI chart the following steps are required: </li></ul><ul><ul><li>Identify the activities / Processes. </li></ul></ul><ul><ul><li>Identify / define the functional roles. </li></ul></ul><ul><ul><li>Conduct meetings and assign the RACI codes </li></ul></ul><ul><ul><li>Identify any gaps or overlaps – for example, where there are two As or no Rs </li></ul></ul><ul><ul><li>Distribute the chart and incorporate feedback </li></ul></ul><ul><ul><li>Ensure that the allocations are being followed </li></ul></ul><ul><li>Potential problems with the RACI model: </li></ul><ul><ul><li>Having more than one person accountable for a process means that in practice no one is accountable. </li></ul></ul><ul><ul><li>Delegation of responsibility or accountability without necessary authority. </li></ul></ul><ul><ul><li>Focus on matching processes and activities with departments. </li></ul></ul><ul><ul><li>Incorrect division / combination of functions; conflicting agendas or goals. </li></ul></ul><ul><ul><li>Combination of responsibility for closely – related processes. </li></ul></ul>Introduction Concept Lifecycle Model s Q & A
  24. 25. Process and Service Owner <ul><li>Process Owner </li></ul><ul><li>The Process Owner Responsible for: </li></ul><ul><ul><li>Assisting with Process Design </li></ul></ul><ul><ul><li>Documenting the Process </li></ul></ul><ul><ul><li>Making sure the process is being performed as documented </li></ul></ul><ul><ul><li>Making sure the process meets its aims </li></ul></ul><ul><ul><li>Monitoring and improving the process over time </li></ul></ul><ul><li>Service Owner </li></ul><ul><li>The Service Owner is responsible to the customer for a particular service. </li></ul><ul><ul><li>Initiation and transition </li></ul></ul><ul><ul><li>Ongoing maintenance and support </li></ul></ul><ul><ul><li>Monitoring and reporting </li></ul></ul><ul><ul><li>Identifying improvement opportunities </li></ul></ul><ul><ul><li>Prime customer contact </li></ul></ul>Introduction Concept Lifecycle Model s Q & A
  25. 26. Suppliers and Contracts <ul><li>Supplier </li></ul><ul><li>A third party responsible for supplying goods or services. </li></ul><ul><li>These are required by the service provider to enable them to deliver services </li></ul><ul><li>Contract </li></ul><ul><li>A legally binding agreement between two or more parties to supply goods or services </li></ul><ul><li>Contracts may include number of other related documents and schedules, for example: </li></ul><ul><li>- Security requirements </li></ul><ul><li>- Business continuity requirements </li></ul><ul><li>- Mandated technical standards </li></ul><ul><li>- Migration plans (if agreed pre-scheduled change) </li></ul><ul><li>- Disclosure agreements. </li></ul>Introduction Concept Lifecycle Model s Q & A
  26. 27. Agenda 3 Service Life Cycle 1 Introduction to ITIL Concepts 2 Key Concept 4 Key Principles, Models, and Process 5 Questions and Answers ( Q & A) Introduction Concept Lifecycle Model s Q & A
  27. 28. Service Lifecycle Introduction Concept Lifecycle Model s Q & A
  28. 29. Input and Output of Service Lifecycle Stages Introduction Concept Lifecycle Model s Q & A
  29. 30. ITIL V3 – Service Strategy <ul><li>Service Strategy (SS) – Governance and Decision Making </li></ul><ul><li>Shows how to transform Service Management into a strategic asset and to then think and act in a strategic manner. </li></ul><ul><li>Helps clarify the relationships between various services, systems or processes and the business models, strategies or objectives they support- hence set up not just for operational excellence but for distinctive performance. </li></ul>Introduction Concept Lifecycle Model s Q & A
  30. 31. ITIL V3 Life Cycle – Service Design <ul><li>Service Design (SD) </li></ul><ul><li>Provides guidance for the design and development of services and Service Management processes. </li></ul><ul><li>The scope include new services, and the changes and improvements necessary to increase or maintain value to customers over the lifecycle of services. </li></ul><ul><li>It covers design principles for converting strategic objectives into service portfolios and service assets. </li></ul>Introduction Concept Lifecycle Model s Q & A
  31. 32. ITIL V3 - Service Transition <ul><li>Service Transition (ST) </li></ul><ul><li>Plan and implement the deployment of all releases to create a new service or improve and existing service. </li></ul><ul><li>Assure that the proposed changes in the Service Design Package are realized. </li></ul><ul><li>Successfully steer releases through testing and into live environment. </li></ul><ul><li>Transition services to / from other organizations. </li></ul><ul><li>Decommission or terminate services. </li></ul><ul><li>Provides guidance for managing the complexity related to changes to services and service management processes; preventing undesired consequences while allowing for innovation. </li></ul>Introduction Concept Lifecycle Model s Q & A
  32. 33. ITIL V3 –Service Operation ( 1 out of 2) <ul><li>Service Operation (SO) </li></ul><ul><li>Coordinate and carry-out day-to-day activities and processes to deliver and manage services at agreed levels. </li></ul><ul><li>Ongoing management of the technology that is used to deliver and support services. </li></ul><ul><li>Where the plans, designs and optimizations are executed and measured. </li></ul>Introduction Concept Lifecycle Model s Q & A
  33. 34. ITIL V3 – Service Operations( 2 out of 2)
  34. 35. ITIL V3 – CSI (1 of 2) <ul><li>Continual Service Improvement (CSI) </li></ul><ul><li>Aims to continually align IT services to changing business needs by identifying and implementing improvements. </li></ul><ul><li>Continually looking for ways to improve process efficiency and effectiveness as well as cost effectiveness </li></ul><ul><li>Provides guidance on: </li></ul><ul><li>- how to improve process efficiency and effectiveness </li></ul><ul><li>- how to improve services </li></ul><ul><li>- improvement of all phases of Service Lifecycle </li></ul><ul><li>- measurement of processes and services </li></ul>*ET Introduction Concept Lifecycle Model s Q & A
  35. 36. ITIL V3 – CSI (2 of 2)
  36. 37. Agenda 3 Service Life Cycle 1 Introduction to ITIL Concepts 2 Key Concepts 4 Key Models, and Processes 5 Questions and Answers ( Q & A) Introduction Concept Lifecycle Models Q & A
  37. 38. Organization Framework, Models, and Standard of Systems and Asset Resources Capabilities Quality Management System Information Security Management System Infrastructure Management System Other Management System Assets Systems ISO 9001 ISO 27001 ISO 20000 Other relevant Auditing standards Compliance Standards ITIL Processes and Functions pertaining to IT Services Capability Maturity Model (Levels) Continual Improvement – Six Sigma Methodologies IT Framework Maturity Model Optimization methodology Organization
  38. 39. Basic Service Management Model process element
  39. 40. External Internal Service Provider Customer IT Services Service Provider (Internal IT department) IT Services Customer Business Services IT Service management Service Management - Scenarios Introduction Concept Lifecycle Models Q & A
  40. 41. Types of Service Providers Introduction Concept Lifecycle Models Q & A
  41. 42. Organizational Restructuring Introduction Concept Lifecycle Models Q & A
  42. 43. Service Delivery Strategies Strategy Features In-sourcing All parts internal Out-sourcing External resources for specific and defined areas (e.g. Contract cleaners) Co-Sourcing Mixture of internal and external resources Knowledge Process Outsourcing (domain-based business expertise) Outsourcing of particular processes, with additional expertise from provider Application Outsourcing External hosting on shared computers – applications on demand (e.g. Survey Monkey, Meet-o-matic) Business Process Outsourcing Outsourcing of specific processes e.g. HR, Library Circulation, Payroll Partnership/Multi-sourcing Sharing service provision over the lifecycle with two or more organisations (e.g. Shared IT Corpus/Oriel) Introduction Concept Lifecycle Models Q & A
  43. 44. Risk Management and Analysis. Define A Framework Identify The Risk Identify Probable Risk Owners Evaluate The Risk Set Acceptable Levels Of Risk Define A Framework Implement Responses Gain Assurances About Effectiveness Embed And Review Risk Management Risk Analysis Introduction Concept Lifecycle Models Q & A
  44. 45. ITIL V2 - Service Management – The focus areas: Customer Users <ul><li>Understand the customer requirements </li></ul><ul><li>Plan and establish services </li></ul><ul><li>Deliver the services to meet Customer requirements </li></ul><ul><li>Service improvements </li></ul><ul><li>Ensure cost effectiveness of IT services </li></ul><ul><li>Focus on Planning, long term </li></ul><ul><li>Support the users </li></ul><ul><li>Ensure quality of services </li></ul><ul><li>Manage day-to-day operation </li></ul><ul><li>Effective usage of support resources </li></ul><ul><li>Focus on day-to-day operations. </li></ul>Service Delivery Service Support Service Management Introduction Concept Lifecycle Models Q & A
  45. 46. Plan, Do, Check, Act Model Business Requirements Customer Requirements Request For A New Or Changed Services Other Process, Business, Supplier, Customer Other Teams, E.G. Security Manage Services Business Results Customer Satisfaction New Or Changed Service Management Responsibility Plan Plan Service Management & Services Act Continuous Improvement Do Implement & Run Service Management & Service Check Monitor, Measure & Review Other Process, Business, Supplier, Customer Team & People Satisfaction Introduction Concept Lifecycle Models Q & A
  46. 47. <ul><li>IT Governance is defined as: </li></ul><ul><ul><li>“… Specifying the framework for decision rights and accountabilities to encourage desirable behavior in the use of IT” </li></ul></ul><ul><ul><li>Center for Information System Research, Sloan School of Management – MIT: Peter Weill </li></ul></ul><ul><li>It is driven by the need for closer interaction and involvement with stakeholders…. basically integrating the three &quot;C's&quot; : Cooperation, Consensus and Community, into the model </li></ul><ul><li>IT Governance is not about the specific decisions made, but rather about determining who makes each type of decision, who has input into the decision, and how one is held accountable for their role </li></ul>What is Governance? Introduction Concept Lifecycle Models Q & A
  47. 48. The Role of Governance in “Acting as One” <ul><li>Governance is a key enabler in business transformation </li></ul><ul><li>CIOs and IT Heads are agents of “business transformation” </li></ul><ul><li>Defined and active central governance is essential in federated organizations with distributed decision-making to achieve the strategic outcomes </li></ul>Aligned Shared Common Today Tomorrow Unaligned Moving Towards Introduction Concept Lifecycle Models Q & A
  48. 49. The Governance and Organization’s Relationship <ul><li>Decisions are at the core of governance, as </li></ul><ul><ul><li>which decisions are to be made; </li></ul></ul><ul><ul><li>where decision will be opened and closed; </li></ul></ul><ul><ul><li>how decisions are reached; and </li></ul></ul><ul><ul><li>who will be accountable for results </li></ul></ul>Structure defines the composition of the bodies that make or execute on joint decisions . Relationship Management informs how parties work together Governance Structure Decision Rights & Accountability Relationship Management 1 2 3 1 2 3 Introduction Concept Lifecycle Models Q & A
  49. 50. Question & Answers
  50. 51. Thank you for your attention ! Your questions and comments are most welcome ! Introduction Concept Lifecycle Models Q & A