Post on 07-Jun-2020
SMSG
18th September 2013 – BCS Coventry Branch
Getting Started with IT Service Management
Ian Connelly
2 BCS SMSG Team & Adam Poppleton
• Over 15 years experience working in IT, principally in Service
Operations for Telcos, ISPs & the Insurance sector
• Service Management Advocate
• Member of BCS SMSG Committee, Branch & External Liaison
• Member of itSMF UK
• Currently with Domestic & General based in Wimbledon
• MBCS, CEng, CITP & ITIL Expert
Chris Duncalf
3 BCS SMSG Team & Adam Poppleton
• Over 20 years experience working in IT – have performed many roles
in that time: programming on a mainframe, Operations, Project Mgt etc
• Passionate about Service Management
• Member of BCS SMSG Committee
• Member of itSMF UK
• Worked predominantly in ‘blue chip’ companies and currently at CSC
BCS Service Management Specialist Group
4 BCS SMSG Team & Adam Poppleton
The Service Management Specialist Group provides an
avenue for developing and promoting IT service
management techniques and standards such as ITIL®,
COBIT® and ISO/IEC 20000
The goal of the SMSG is to facilitate free and open
exchange of ideas, experiences and best practice in all that
is IT Service Management
We look to do this by delivering open events for Continual
Professional Development to all levels of the community
from top industry and academic speakers, practitioners and
thought leaders
Agenda
5 BCS SMSG Team & Adam Poppleton
What is IT Service Management?
The benefits of IT Service Management
What is ITIL?
Key concepts
The Service Lifecycle
ISO/IEC 20000
Associated topics
Further information
Questions
Overview
6 BCS SMSG Team & Adam Poppleton
Service Management has been adopted by many thousands of
companies worldwide but what is it?
Fundamentally, it’s a way to manage the delivery of IT, focussed on the
customers perception of IT’s contribution to the business.
This short introduction to Service Management will explain the key
concepts and features and will give sufficient information to understand
and build upon the essentials.
We’ll begin with what the industry is getting out of Service Management,
move on to explain ITIL and ISO20000 in some detail and then finish with
a brief look at other linked topics.
What is IT Service Management?
7 BCS SMSG Team & Adam Poppleton
Objectives:
• Ensure that IT services are aligned to current and future needs of
the business and its customers
• Improve the quality of the IT services delivered
• Reduce the long term cost of service provision
A discipline concerned with the delivery and
support of IT services that are appropriate to the
business requirements of the organisation
Benefits of Service Management
8 BCS SMSG Team & Adam Poppleton
• Financial savings
• Improved service availability
• Improved time to market for new products/services
• Improved decision making and optimized risk
• Better liaison between business and IT provider
• Increased customer satisfaction with IT services
• Common language throughout
• Dealing with a changing world
• Better IT governance and regulation
Who is doing Service Management?
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What is ITIL?
10 BCS SMSG Team & Adam Poppleton
• A best practice framework for the provision of quality IT services to be ‘adopted and
adapted’ to meet organisational needs
Version 1
• Late 1980’s
Version 2
• 2002
Version 3
• 2007/2011
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
• Developed by the Office of Government Commerce (OGC) in association with many
thousands of experienced IT professionals and organisations worldwide
• Non-proprietary, impartial, generic and widely available
• Provides common language with well-defined terms
• Basis for the International Standard for IT Service Management, ISO/IEC 20000
ITIL v3 and 2011
11 BCS SMSG Team & Adam Poppleton
• Greatly simplified over ITIL v2 and rationalised to 5 core books based around
the ‘service lifecycle’
• Much clearer guidance on how to provide service
• Kept tactical and operational guidance but gave more prominence to
strategic ITIL guidance relevant to senior staff
• Easier, more modular accreditation paths
• Better aligned with ISO 20000
ITIL Adoption
12 BCS SMSG Team & Adam Poppleton
ITIL is recognized as the de facto standard for IT Service
Management; formally adopted by UK, EU and Canada Government
as well as private enterprises
ITIL figures twice in the "Top 10 Highest Paying Certifications in the
Technology Industry“
Organizations using ITIL have reported quantitative and tangible
benefits: • More than 70% reduction in service downtime
• Savings of nearly $200 million annually
• 50% reduction in new product cycles
Models such as ITIL to formalise IT Operations is on the agenda of
65% CIOs worldwide
The 4 Ps of Service Management
13 BCS SMSG Team & Adam Poppleton
People
• Skills, training, communication
Processes
• Actions, activities, changes, goals
Products
• Tools, monitor, measure, improve
Partners
• Specialist suppliers
The Service Lifecycle
14 BCS SMSG Team & Adam Poppleton
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement © Crown copyright reproduced with the permission of the controller of Her Majesty's Stationery Office (HMSO)
Service Strategy
15 BCS SMSG Team & Adam Poppleton
Focussing on: • What services should we offer and to whom?
• How do we create value for our customers?
Also need to think about: • Warranty and Utility
• Resources and Capabilities (Service Assets)
• Strategic Risks
• Different forms of service strategy
Guidance on how to think and act in a strategic
manner about the provision of IT services
Service Design
16 BCS SMSG Team & Adam Poppleton
Guidance for the design and development of services and
Service Management processes
Covers
Design principles and methods for converting strategic
objectives into portfolios of services and service assets
Considerations should include • How are we going to provide it?
• How are we going to build it?
• How are we going to test it?
• How are we going to deploy it?
Service Transition
17 BCS SMSG Team & Adam Poppleton
Guidance on how to deliver services and changes required by the business into live/operational use. Encompasses the "project" side of IT rather than "BAU“
Goals:
• Set customer expectations • Enable release integration • Reduce performance variation • Document and reduce known errors • Minimise risk • Ensure proper use of services
Some things excluded:
• Swapping failed device • Adding new user • Installing standard software
Service Operation
18 BCS SMSG Team & Adam Poppleton
Against
External
Quality
Stability
Proactive
Balancing
Internal
Cost
Responsiveness
Reactive
Guidance on the activities
required for the maintenance
and management of live
services to agreed levels
Where the value is seen by
the customer
CSI – Continual Service Improvement
19 BCS SMSG Team & Adam Poppleton
Plan
Do Check
Act
Define what you should measure
Define what you can measure
Gather the data
Process the data Analyse the data
Present and use the information
Implement corrective action
Guidance on how to continually align
and re-align IT services to changing
business needs
Focus on Process Owners and
Service Owners
Ensures that Service Management
processes continue to support the
business
Monitor and enhance service level
achievements
Adapt & Adopt
Analyse your environment
Determine the parts needed
Build a Business Case
Implement in steps
Adopting ITIL
20 BCS SMSG Team & Adam Poppleton
Big versus small
ITIL Lite
Not Just for IT!
21 BCS SMSG Team & Adam Poppleton
ISO/IEC 20000
Information Security
IT Governance and Risk Management
Improvement and Efficiency
Assessments
Other standards
Associated Topics
22 BCS SMSG Team & Adam Poppleton
ISO/IEC 20000
23 BCS SMSG Team & Adam Poppleton
Made up of multiple parts
ITIL in a QMS wrapper
Standard against which organisations can achieve certification
Service Delivery ProcessesCapacity Management
Service Continuity &
Availability Management
Planning & Implementation
Planning New Services
Management SystemsManagement Responsibility, Documentation
Requirements, Competences, Awareness & Training
Plan, Implement, Monitor, Improve
(Plan…. Do…. Check….. Act……)
Planning & Implementing New or Changed Services
Service Level Management
Service Reporting
Information Security
Management
Budgeting & Accounting for
IT Services
Control ProcessesConfiguration Management
Change Management
Release Processes Relationship ProcessesResolution Processes
Release ManagementIncident Management
Problem Management
Business Relationship
Management
Supplier Management
Relationship between ITIL and ISO 20000
24 BCS SMSG Team & Adam Poppleton
ISO 20000 Processes
25 BCS SMSG Team & Adam Poppleton
Service Delivery ProcessesCapacity Management
Service Continuity &
Availability Management
Planning & Implementation
Planning New Services
Management SystemsManagement Responsibility, Documentation
Requirements, Competences, Awareness & Training
Plan, Implement, Monitor, Improve
(Plan…. Do…. Check….. Act……)
Planning & Implementing New or Changed Services
Service Level Management
Service Reporting
Information Security
Management
Budgeting & Accounting for
IT Services
Control ProcessesConfiguration Management
Change Management
Release Processes Relationship ProcessesResolution Processes
Release ManagementIncident Management
Problem Management
Business Relationship
Management
Supplier Management
Information Security
26 BCS SMSG Team & Adam Poppleton
Overview
Coverage within ITIL
Relationship with ISO/IEC 20000
ISO/IEC 27001
IT Governance and Risk Management
27 BCS SMSG Team & Adam Poppleton
Overview
Relationship with ITIL and
ISO/IEC 20000
COBIT and M_o_R
Standards
Governance and Management
• Governance ensures that enterprise objectives are achieved by
evaluating stakeholder needs, conditions and options; setting
direction through prioritisation and decision making; and monitoring
performance, compliance and progress against agreed-on direction
and objectives .
• Management plans, builds, runs and monitors activities in
alignment with the direction set by the governance body to achieve the
enterprise objectives .
(ISO 38500 Code of practice)
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• COBIT 5 helps enterprises create optimal value from IT
by maintaining a balance between realising benefits and
optimising risk levels and resource use.
• COBIT 5 enables IT to be governed and managed in a
holistic manner for the entire enterprise, taking in the full
end-to-end business and functional areas of
responsibility, considering the IT-related interests of
internal and external stakeholders.
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The COBIT 5 Framework
COBIT 5 and Governance
30 BCS SMSG Team & Adam Poppleton
Source: COBIT® 5, figure 15. © 2012 ISACA® All rights reserved.
Improvement and Efficiency
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Six Sigma
• What is it?
• Relationship with Service Management
Lean Service Management
• What is it?
Other improvement models
Assessments
32 BCS SMSG Team & Adam Poppleton
CMMI / SPICE
• What is it?
• Relationship with Service Management
ISO/IEC 20000 part 8
Process assessment model
(in development, to be published as
ISO/IEC 15504-8)
Other Associated Topics
33 BCS SMSG Team & Adam Poppleton
BS 25999 for Business Continuity Management
ISO/IEC 19770 for Software Asset Management
PMBOK and PRINCE2 for Project Management
SFIA Framework for managing roles/skills
AXELOS and the Future of ITIL
• True Joint Venture between Cabinet Office and Capita –
i.e. separate entity with two stakeholders
• Custodians of ITIL and PPM
• No longer bound by UK Government constraints
• Remit to provide industry leadership, build on existing
strengths, encourage growth
• Company to be fully operational from 1 January 2014
Who are AXELOS?
ITIL Stakeholders
Practitioners
Publishers
Owner and Official Reps
Industry Analysts
Technology Vendors
Media
Trainers
Customer Organisations
Trade Groups and
Associations
Exam Institutes
Consultants
Authors and Content Creators
AXELOS Engaging with Stakeholders ...
Further Learning
37 BCS SMSG Team & Adam Poppleton
ITIL Foundation (3 day course)
The full ITIL books or the Key Element Guides (KEGs)
Internet forums and groups
• BCS; itSMF; LinkedIn; Facebook; ITSM Portal; ITSM Watch; IT Skeptic; and many more …
Attend a BCS SMSG or CMSG event, an itSMF regional group, a BrightTalk webinar, a Pink seminar …
Any Questions?
38 BCS SMSG Team & Adam Poppleton
Contact Information
39 BCS SMSG Team & Adam Poppleton
Ian Connelly
• ic5@bcs.org.uk
• uk.linkedin.com/in/iancconnelly/
Chris Duncalf
• Chris.Duncalf@yahoo.co.uk
• uk.linkedin.com/pub/chris-duncalf/1/b23/818