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.

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