This document discusses implementing successful IT service management (ITSM) systems. It begins with basic definitions of ITSM, ITIL, and ISO 20000. It then covers the ITSM hierarchy and various ITSM certifications for organizations and professionals. The document outlines the implementation process in three phases and emphasizes focusing on people, processes, and technology. It provides an overview of various ITSM tools and technologies and concludes with factors that can lead to ITSM resistance and tips for successful change management when implementing ITSM.

1. Ana Meskovska
Daniela Gavrilovska How to implement Successful ITSM Systems
5th annual itSMF SEE Conference - Belgrade

2. About us
 Ana Meskovska, B.Sc. EE, CMC
 Consultantin T&P Consulting
 Quality and Information Security Manager
 Member of the Board of directors of itSMF Macedonia
 Daniela Gavrilovska,
 Support
Account Manager
 Member of itSMF Macedonia

3. Content
 Basic definitions
 ITSM hierarchy
 ITSM certifications
 What is new?
 Process of implementation
 People, Process, Technology
 Technology overview

4. Basic definitions
 IT service management (ITSM) is a discipline for managing IT
systems, philosophically centered on the customer's perspective
of IT's contribution to the business.
 Information Technology Infrastructure Library (ITIL) is a set
of concepts and practices for ITSM, IT development and IT
operations.
 ISO 20000 is the first international standard for ITSM (known
as the quality standard for IT Service Management)

5. ITSM hierarchy
5

6. ITSM certifications
 Certifications for Organizations
 ISO 20000 Certification
 Certifications for Professionals
 ISO 20000 Qualifications
 ITIL Version 3 Qualifications
6

7. ISO 20000 – Certificate for organizations
 Any organization is able to claim compliance with the ISO/IEC
20000 standard
 It is more valuable for such claims to be independently verified
as part of a formal certification scheme.
 ISO 20000 certified organization
 must comply with the standard
 must be assessed by Registered Certification Body (RCB)
 RCB – organization registered by itSMF and granted
permission to operate under the itSMF 7

8. ITSM Box

9. What is new?
 ISO/IEC 20000-1:2005 Information technology -
Service management - Part 1: Specification
 ISO/IEC 20000-1:2011 Information technology -
Service management - Part 1: Service
management system requirements

10. Implementation process – Phase 1

11. Implementation process – Phase 2

12. Implementation process – Phase 3

13. People, Process, Technology
People Process
Tools

14. Question
In an uncertain economy, where should
the enterprise focus its attention and
resources?
The No. 1 answer was “improving business process”
This has been the No. 1 response for the last five years!
January 2010 CIO Survey, Gartner

15. Improvements
Improvements in knowledge,
skills, attitudes and Improvements in design and
experience can partly engineering of activities,
compensate for poorly tasks and interfaces can
designed or inadequate compensate for limitations of
processes, applications and people.
infrastructure
Automation of routine processes can reduce
variation, allow quick adjustments to process
capacity, and relieve stress on service staff
during peak demand and off-hours.

16. Ease of Automation

17. Tools 1/6
Service
Service Desk CMDB Request and Define the services within
fulfillment a catalogue structure in
Track incidents, assign Control over the conjunction with the
them to a technician for enterprise environment; business customers and
resolution, and report on license, regulatory, patch create a service portal
successful resolution and service management that allows users to
request services
Identifies the root cause
Groups incidents into Defining of relationships and resolve the issue
problems and addresses between Cis using pre-programmed
the underlying causes and scripted self-healing
techniques

18. Tools 2/6
Asset Security Knowledge
Management Management Protects the integrity of Management
Who owns the asset who the network, systems and Captures data
is accountable, cost of applications, guarding throughout the Incident
ownership and against intrusion and and Problem
maintenance and who inappropriate access and Management lifecycles
posses it usage using keyword
Provides information to Generates alerts that will Speeding up the overall
finance group that trigger the auto- resolution process
purchases assets generation of incidents

19. Tools 3/6
Systems and Event Performance
Network Management Management Analysis of responsiveness,
Management Generates error messages transaction and traffic
for event management that Events are captured and throughput and utilization
feeds the Incident assessed by rules-based, levels optimizing the
Management and model-based and policy performance of the IT
Availability Management based correlation services evaluating system,
processes networks, databases and
applications
Software deployment within Provides information
their domains (e.g. Release regarding availability Generation of the data
of patches, pushing of impacts and performance required to report on SLAs
firmware upgrades to thresholds that have been and provide input to service
remote components on the exceeded related to Improvement plans.
network) capacity or utilization

20. Tools 4/6
Application Automated Statistical
and Service Incident Analysis
Performance /Problem Tools
Monitoring Monitors the end-to-end Resolution Provides the functionality to
delivery of services that Service outage generates logically group data, model
provides system, an alert that automatically current services and enable
application, Availability and triggers diagnosis and predictive models to support
Capacity Managers and repair procedures future service growth
Service Owners
Provides key metrics such as Provides input to the
availability, transaction These procedures then Availability, Capacity
throughput, transaction identify the root cause and processes and support the
response time, network resolve the issue using pre- analysis of MTRS, MTBFs,
latency, server efficiency, programmed and scripted Demand Management,
database I/O and SQL self-healing techniques workload analysis, service
effectiveness. modeling, application sizing

21. Tools 5/6
Software Software Test
IT GRC Version Management
Managing Compliance - The Control Support the control of all Support the testing activities
act or process of complying mainframe, open systems, of Release Management
to a desire, demand, network and applications and deployment activities
proposal or regimen or to software providing a providing development,
coercion; conformity in Definitive Media Library regression testing, user
fulfilling official type repository for the acceptance testing and pre-
requirements development environment production QA
GRC Program Management Version information must Integrate with Incident
(Risks, Controls, Activities, & seamlessly integrate with Management to capture
Reports) the CMS and Release testing-related incidents
Management

22. Tools 6/6
Project and Financial Business
Portfolio Management Intelligence/R
Management Gather critical usage metrics eporting Provides business-related
Support the registration, for each of the technologies data from all toolsets
decision support, costing, being measured, links in the representing a guide to
resource management, costing information from direct the activities of IT as
portfolio visibility and accounting software and a whole in support of the
project management then reports, analyses and business customer
allocates costs,
Task assignments for
development activities,
change and release build Enabling customers to Ensures overall quality and
information based on the evaluate the information in governance of service
agreed portfolio, capture of many dimensions provision
resource data from ITSM,
TCO of portfolio and
resource utilization data

23. Ten Factors for ITSM Resistance
1. No management commitment
2. Saying "YES" but meaning "NO"
3. ITIL is the objective not what it should achieve
4. Plan, do, stop.....no continual improvement focus
5. Never mind about following procedures just do what we normally do
6. ITIL never work here
7. Throwing (ITIL) solutions over the wall and hoping that people will follow
them
8. IT thinks it doesn't need to understand the business to make a business case
9. Unable to specify the VALUE required by the business
10. Everything has the highest priority according to the users

24. When Implementing a Change
Do Don’t
 Establish a baseline  Try to micro-manage everything
 Develop a communication strategy and ensure that is  Put minor changes through bureaucratic process
understand  Forget the agreed degree of risk
 Identify impact  Focus solely on IT
 Be able to articulate why we are making this change  Forget the people
 Identify skills knowledge required  Overcomplicate things
 Promote right culture  Ignore the after effects of failed change
 Promote organizational discipline  Neglect the costs of transition
 Integrate HR support  Succumb to inertia
 Put the right people on the right roles  Pretend that there will be no losers
 Help people to manage stress
 Encourage people to think that the situation can be
improved
 Provide easy access to information and
documentation

25. Conclusion
 ITSM implementation = Change
 ITSM implementation is a project
 clearly define processes
 automation is excellent but needs to be suitable
to your organisation

26. danielag@nextsense.com +38978288418
ana.meskovska@tpconsulting.com.mk +38975464706
Thank you