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Five little known gems from the ITIL 2011 ServiceStrategy bookPatrick Keogh, UXC Consulting
Background It is new…               Unexplored…            And a little bit                                               ...
So let’s explore  In my time with the book I’ve found  some gems that ITSM practitioners  can use.and share!  Of course th...
But first let’s meet the book…o “ITIL Service Strategy provides best-practice guidance for the  service strategy stage of ...
So whatare thesefivegems?
1. Saying no (p.35)“The essence of strategy is choosing what not to do.”(Porter, 1996)                   Service          ...
Service Catalogue built on Service Assets            Service                                 What we do           Catalogu...
So what’s the message?                                 Business Relationship ManagementIf we want to be successful in   De...
2. Governance (p.285)     What is            • General description of IT                          governance with referenc...
The Metrics Tree (Service Transition p.70)                                          This model                            ...
3. Organizational change and culture(pp.323 & 397)                              ”When culture conflicts with              ...
Which brings me to…The CSI book talks about metrics, and says that there arethree kinds:   •Service Metrics (the end game)...
4. Competence and trainingIf people are one of our key service assets, how can wedefine the competencies and level of skil...
SFIA (pp.339, 398)Skills Framework for the Information Age www.sfia.org.ukcan be used to measure and report our skills inv...
5. Suppliers        The supplier management process is part of        Service Design. It talks about “manage supplier     ...
eSCM-SP (p.398)eSourcing Capability Model for Service Providershttp://www.itsqc.org/models/escm-sp/index.html• Produced by...
So there are my “five gems”Not specifically process    Other sources of best practicefocused.                    Building ...
Questions?
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Five little known gems from the ITIL 2011 Service Strategy book

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The ITIL Strategy book is primarily aimed at senior management within the IT service organisation. However there are "gems" in there for everyone involved in IT Service Management.

This presentation uncovers five of these gems as "take aways" for all IT practitioners.

Published in: Business

Five little known gems from the ITIL 2011 Service Strategy book

  1. 1. Five little known gems from the ITIL 2011 ServiceStrategy bookPatrick Keogh, UXC Consulting
  2. 2. Background It is new… Unexplored… And a little bit strange!ITIL 2011 Service Most people have However, even if yourStrategy book has not spent much time main focus is moresignificant in this book. on Service Transitiondifferences to ITIL V3. and/or Service Operation there are some gems here for you.
  3. 3. So let’s explore In my time with the book I’ve found some gems that ITSM practitioners can use.and share! Of course there is a lot more to the book than we can explore in 25 minutes.
  4. 4. But first let’s meet the book…o “ITIL Service Strategy provides best-practice guidance for the service strategy stage of the ITIL Service Lifecycle.”o Target audience “executives and managers who are responsible for defining the strategy of a service provider”.o Identifies related sources of best practice, M_o_R (Management of Risk), MoV (Management of Value), P3O (Portfolio, Programme and Project Offices) with MoP, MSP, PRINCE2o Key concepts: – Service value and service strategy – Governance – The Service Portfolio
  5. 5. So whatare thesefivegems?
  6. 6. 1. Saying no (p.35)“The essence of strategy is choosing what not to do.”(Porter, 1996) Service The Service Catalogue Catalogue is our guidance on what we Service should say “yes” to Portfolio because it reflects what service assets we have or do not Service Assets have. Service Strategy
  7. 7. Service Catalogue built on Service Assets Service What we do Catalogue Service What we plan to do Portfolio Our capabilities Service Assets and resources for both the above How this Service Strategy aligns with the business
  8. 8. So what’s the message? Business Relationship ManagementIf we want to be successful in Demand ManagementService Operation, we need Service Portfolio Management Design Coordinationto get involved much earlier Release and Deployment Managementin the service lifecycle. Transition Planning and SupportMake sure that you areengaged in the planning Make sure that there are “C”s in the RACI chart for you processes
  9. 9. 2. Governance (p.285) What is • General description of IT governance with references to in the ISO/IEC 38500 and COBIT • Relationship between governance Direct book? and risk management What Monitor Evaluate isn’t in • Practical advice on goal alignment • Concrete steps to align goals, CSFs the and KPIs (see next slide) book?“It is better for a thousand people to know ten figures than for tenpeople to know a thousand.” Ericsson 2004. http://goo.gl/4FqeU
  10. 10. The Metrics Tree (Service Transition p.70) This model plugs directly into COBIT
  11. 11. 3. Organizational change and culture(pp.323 & 397) ”When culture conflicts with strategy, culture wins and strategy loses.” Professor Willie Pietersen,Columbia UniversityDon’t spend to much time looking, the advice is notthere, except…Reference to John Kotter’s work and publications (LeadingChange etc.)Don’t forget though that ITSM itself is a powerful tool forcultural change: •Service oriented culture •Customer oriented culture
  12. 12. Which brings me to…The CSI book talks about metrics, and says that there arethree kinds: •Service Metrics (the end game) •Process Metrics (service assets) •Technology Metrics (more service assets)… but what about metrics to drive improvement in otherservice assets? •People? •Partners?The Service Strategy book gives us some support, let’s look at it.
  13. 13. 4. Competence and trainingIf people are one of our key service assets, how can wedefine the competencies and level of skills that we need todeliver good service?How can we measure whether our skills are getting betteror worse over time?These questions are just as valid for a service deskmanager, an apps dev team leader or the head of sales andmarketing at an ISP.
  14. 14. SFIA (pp.339, 398)Skills Framework for the Information Age www.sfia.org.ukcan be used to measure and report our skills inventory.• Define skills required for IT job roles• Defines levels of competence for these skills• Mapped to ITIL process roles• Free!
  15. 15. 5. Suppliers The supplier management process is part of Service Design. It talks about “manage supplier performance” but without providing a framework for doing that. Supplier quality and value for money are critical factors in service delivery, so where do we turn for advice on measuring and improving our suppliers?
  16. 16. eSCM-SP (p.398)eSourcing Capability Model for Service Providershttp://www.itsqc.org/models/escm-sp/index.html• Produced by Carnegie Mellon University• Measures capability/maturity of suppliers• Designed to improve supplier-customer relationshipMost obviously applicable in Service Design, but referencedin Service Strategy!
  17. 17. So there are my “five gems”Not specifically process Other sources of best practicefocused. Building governance & improvement into all that we doCommon theme is managing People, partnersand improving our service Measuring and reportingassets. Managing supply and demand for service assets
  18. 18. Questions?

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