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© Lucid IT 2007
ITIL Version 3David FavellePrincipal Consultant and DirectorJune 2007
© Lucid IT 2007
Vision
To be the partner the market chooses to help clarify and resolve
IT Management challenges
© Lucid IT 2007
Service Catalogue
Assessment
Roadmap
Business Case
Coaching & Training
Organisation Change
Organisation Design
Process Design
Process Implementation
Process Improvement
Project Management
Tool Selection
Strategy & Governance Build Run
COBIT VAL IT BSC MSP Prince2 Pmbok
“Thinkers” “Builders” “Operators”
Professional Services
ITIL V3.0MOFISO20000 ISO27000
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Programme
! ITIL V3 – The new model ! What happens to my current ITSM capability?! What should my ITSM roadmap look like?! Costs and benefits! Summary! Q&A
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But First... ITIL V3 Vs an ITIL V2.1?
! Issues of internal consistency and ambiguity ! Some obvious omissions e.g. Request Fulfilment! Siloed ITIL implementations
! “It’s just an Infrastructure issue”! Evolving IT Governance and Standards in the IT Service
management ecosystem! ISO 20000, COBIT 4
! Islands of ITIL improvements! The need to get holistic and strategic!
! Emergence of Service Lifecycle practices and models were threatening ITIL’s primacy
! All in all – it was too late for an ITIL V2.1
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ITIL V 3 – So what’s new?Big stuff, little stuff and bits in between…
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The Service Life Cycle
! Service Strategy ! Strategic choices! Policies and objectives
! Service Design, Transition, Operation phases! Progressive stages that
represent change & transformation
! New and changed services! Continual Service Improvement
! Learning and improvement
Service Design
Service
Transit
ion
Service
Operation
Continual Service Improvement
Service Strategy
ITIL
Cont
inual
Serv
ice Im
prov
emen
t
Continual
Service Improvem
ent
Service Design
Service
Transit
ion
Service
Operation
Continual Service Improvement
Service Strategy
ITIL
Cont
inual
Serv
ice Im
prov
emen
t
Continual
Service Improvem
ent
© Lucid IT 2007
Service Design
Service
Transit
ion
Service
Operation
Continual Service Improvement
Service Strategy
ITIL
Cont
inual
Serv
ice Im
prov
emen
t
Continual
Service Improvem
ent
Service Design
Service
Transit
ion
Service
Operation
Continual Service Improvement
Service Strategy
ITIL
Cont
inual
Serv
ice Im
prov
emen
t
Continual
Service Improvem
ent
ITIL V2 vs. ITIL V3
Service Design
Service
Transit
ion
Service
Operation
Continual Service Improvement
Service Strategy
ITIL
Cont
inual
Serv
ice Im
prov
emen
t
Continual
Service Improvem
ent
Service Design
Service
Transit
ion
Service
Operation
Continual Service Improvement
Service Strategy
ITIL
Cont
inual
Serv
ice Im
prov
emen
t
Continual
Service Improvem
ent
Financial Management
Service Level Management (2)
Availability Management
Capacity Management
ITSCM
Security Management
Change Management
Release Management
Configuration Management
Service Desk
Incident Management
Problem Management
Service Level Management
Financial Management
Availability Management
Capacity Management
ITSCM
Security Management
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
Supplier Management
Measurement and control
Service measurement
Service assessment and analysis
Service Level Management (1)
Service Asset Management
Event Management
Request Fulfilment
Access Management
Knowledge Management
Service Release Planning
Deployment, Decommission and Transfer
Service Portfolio Design
Service Catalogue Management
Strategy Generation
Market Spaces
Service Portfolio Management
Demand Management
ITIL version 3
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Service Strategy
! Gives IT organisations strategies to set up the IT organisation to successfully deliver value to the business and effectively compete for the IT Service provider role
! Draws on general service management concepts from outside the IT domain
! Presents models for deriving your IT strategy and gives service economics (commercial) models for understanding your service costs and possible charging mechanisms.
! New ITIL processes such as Demand Management, Service Portfolio Management, and Service Catalogue Management provide guidance for the longer cycle management processes
! Opinion: A well written book that brings together a strong conceptual view of the strategic choices IT Service providers need to be aware of. However, the book does not come with practical Strategy processes and needs to be complemented with a good strategic planning model.
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Measurement and evaluation
Strategic assessment Strategy generation, evaluation and selection
Measurement and evaluation
Analyse external factors
Establish objectives
Analyse internal factors
Determine perspective
Form a position
Craft a plan
Adopt patterns of
action
Vision
Plans
Policies
Actions
Service Strategy
Continual Service
Improvement
• Service Portfolio
• Service Design requirements
•Service Transition requirement
•Service Operation requirements
Service Strategy
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Service Design
! The Service Design phase contains most of what ITIL V2 calls theService Delivery processes (bar Financial Management).
! The Service Delivery processes have been refined and linked together to form an integrated design model for conversion of strategic objectives into portfolios of services and service assets.
! The design book draws upon concepts from the ITIL 2 Application Management book to present a high level design model (analyse, design, evaluate, procure, develop) that interfaces with the underpinning processes (Service Level Management, Availability, Capacity, ITSCM and Security).
! Contains guidance on the design & development of:! Services and service models! Sourcing models ! Service Management processes and methods! Changes and improvements necessary to increase or maintain value of
a service
! Opinion: A well written book that gives the refinements that the Service Delivery processes needed and provides a very good model for all of IT to set a service up for successful value delivery for the business.
© Lucid IT 2007
Service Design Phase
Service Design
Designservice solutions
Evaluatealternative solutions
Procurethe preferred
solution
Developthe solution
New Requirements
Service Strategy
Strategies and constraints
Architectures
Measurement Methods
Service Catalogue
Service Portfolio
Service Design Package
Service Transition
Service Operations
Operational New Services
SLM:Policy, plans, SIP, SLRs, SLAs, OLAs, reports
Capacity: Policy, plans, CMIs, reports, sizing, forecasts
AvailabilityPolicy, plans, design criteria, risk analysis, AMIS reports, schedules
IT SCM:Policy, plans, BIA, BCPs, IT SCPs, risk analysis, reports and schedules
Security:Policy, plans, risk, analysis, reports, classification, controls
Supplier: Policy, plans, reports, SCD, contracts
Key Service Design processes
Service Catalogue Mgmt
Service Level Management
Capacity Management
IT Service Continuity Mgmt
Information Security
Supplier Management
Availability Management
Analyserequirements,
document & agree
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Service Transition
! This phase of the lifecycle focuses on how to optimise changes to IT services such that the business realises the benefits. The book contains the familiar Change, Release and Configuration Management processes and adds the processes of Service Validation and Testing and Service Knowledge Management.
! The focus is on ensuring that the customer gets optimal use of the new or changed service.
! Guidance is given on:! Enabling business change projects ensuring that customers can integrate a
release into their business processes and services! How to reduce variations in the predicted and actual performance of the
transitioned services! Managing known errors and risks from transitioning the new or changed
services into production! Ensuring that the service can be used in accordance with the requirements and
constraints
! Opinion: A well written book that builds on many of the previous concepts from ITIL V2. It adds further value by providing a model for ensuring the effective execution of the design and optimal “transition in” of new or changed services from the perspective of the business.
© Lucid IT 2007
Service Transition
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Continual Service Improvement
Change Management (4.2)
Service Asset and Configuration Management (4.3)
Service Transition Planning and Support (4.1)
Oversee management of organization and stakeholder change (5)
Evaluation of a Change or Service (4.6)
Service Strategy
Service Design
Plan and prepare release
Build and test
Service testing and
pilots
Plan and prepare for deployment
Transfer, deploy, retire
Review and close service
transition
Service Operations
Early Life SupportRelease and Deployment Management (4.4)
Service Validation and Testing (4.5)
Knowledge Management (4.7)
Focus of activity related to service transition
Other ITIL core publication
ITIL process in this publication that supports the whole service lifecycle
Point to Evaluate the Service Design
Point to capture Baseline
Request for Change
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Service Operation
! The Operations Phase of the lifecycle represents the day to day management of the service.! Incorporates well known ITIL components such as Service Desk, and
Incident, and Problem Management processes! Complemented with Request Fulfilment, Access Management and
Event Management to create a holistic operational model. ! Elements of the Application Management and ICT Infrastructure
Management books from ITIL 2 are incorporated.! Specific guidance is given on how to operate common infrastructure
components including modern concepts such as Service Oriented Architecture (SOA) and Virtualisation.
! Technology management functions and roles are described to give an organisational structure model to complement the process and technology views.
! Opinion: This is a comprehensive text covering the practices required to run effective IT Service operations. The only issue here is the significant volume of the guidance. There is a lot to digest and potentially a vast amount of practices to design, implement and manage.
© Lucid IT 2007
Service Operations OverviewService Operation Service Transition
Access Management
Service Desk
Incident Management
(Reactive)Problem Management
Change Management
UserIT Operation ManagementTechnical Management
IT Operations Control
Application Management
Facilities Management
Release & Deployment Management
Service Asset& Configuration Management
Knowledge Management
Request Fulfilment
Self-Help
Front-End
Evaluation
Service Validation& Testing
Transition Planning& Support
Event Management
© Lucid IT 2007
Continual Service Improvement
! Ensure that IT continually align and realign IT services to the changing business needs by identifying and implementing improvements to IT Services that support Business Processes. In addition CSI gives models for maturing the IT organisation and its processes by monitoring and improving the overall health of ITSM as a discipline.
! Incorporates many of the concepts in the ITIL V2 book Planning to Implement Service Management and brings in complementary management frameworks such as Balanced Score Card, Six Sigma, COBIT and CMMi.
! CSI gives guidance on:! Continual alignment of the portfolio of IT Services with the current and future
business needs! Growth and maturity of the enabling IT processes for each Service in a
continual service lifecycle model! How to measure, interpret and take improvement actions
! Opinion: A valuable resource for driving improvement. Many organisations have had to deal with interfacing their ITSM improvement initiatives with other approaches from the business (such as Six Sigma). Now the guidance gives IT a firmer footing with which to discuss improvements with the business. The other significant contribution of this book is the focus on ongoing service improvement. Many organisations have over focussed on process improvements whilst some IT services are in disarray and in obvious need of attention – CSI gives structures and techniques to deal with both.
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7. Implementcorrective action
6. Present and use theinformation, assessmentsummary, action plans, etc.
Continual Service Improvement– The 7 step improvement process
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Improvement actions & plans
Continual Service Improvement
Service Operation
Operational servicesOperational Plans
Service Transition
Transition PlansTested solutions
SKMS
Service Design
SolutionDesigns
ArchitecturesStandards
SDPs
Serv
ice
Port
folio
Serv
ice
Cat
alog
ue
The Business / Customers
Service Strategy
StrategiesPolicies
Resource and constraints
Objectives from Requirements
Requirements
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What happens to my Current ITSM Capability?The bathwater has gone but where’s the baby?
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What is Your Current Maturity Level?
! If you have just started down the track then there is minimal impact on your investment:! Incremental changes to Service Support processes! Additional processes help you with problems you have to
solve anyway and you will get tighter coupling between Service Desk, Operations and Support teams
! If you’ve completed Service Delivery! Again, minimal impact on your investment! There are now additional linkages to consider! Adopt CSI concepts to drive improvement! Consider aligning whole of IT with a complete lifecycle model
! If you haven’t yet started! Start with a strategy…
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Impact on Current Investments (1/2)
! Training! ITIL V2 Certifications will stand! Some non-certification bridging training will be required! New ITIL V3 Foundation /Essentials available in July! New Capability (practitioner) courses will roll out over the next
12 months… watch this space! Tools
! Current tools may need some tuning to accord with minor process changes and additions
! Major tool vendors will offer full lifecycle automation = $$$$$$! Processes
! Current ITIL V2 processes can be incrementally improved in the next improvement cycle with minimal investment
! New processes can be cost justified
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Impact on Current Investments (2/2)
! Organisational Structures! No need for major re-alignment! Some new roles for consideration
! Governance! The Service Lifecycle model will give structure to IT
Governance and should be used as a basis for maturing the IT Governance model
! CSI can be used in concert with COBIT, BSC and in-house approaches
! Quality Management! CSI can be used with all well known Quality
Management Systems (most are P-D-C-A)
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What should my Roadmap look like?If I want to go from Moscow to London which map do I choose?
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Improvement actions & plans
Continual Service Improvement
Service Operation
Operational servicesOperational Plans
Service Transition
Transition PlansTested solutions
SKMS
Service Design
SolutionDesigns
ArchitecturesStandards
SDPs
Serv
ice
Port
folio
Serv
ice
Cat
alog
ue
The Business / Customers
Service Strategy
StrategiesPolicies
Resource and constraints
Objectives from Requirements
Requirements
© Lucid IT 2007
Implementation/Adoption Steps
! Broad Assessment across the whole lifecycle! May have to revisit your IT Strategy! Can use complementary methods like COBIT 4
! Identify process improvement opportunities per lifecycle Phase
! Prioritise, scope and align to business drivers! Implement as a Project for new capabilities and as
part of CSI for incremental improvements:! Structural – New roles and re-alignment! People – Skills and org change! Process – Design, Develop, Implement! Tools – Tuning based on process change
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ITSM Implementation Framework
Plan
Vision
Assessment
Strategy &Objectives
Business Case
Go/No Go
Implement
ImplementationPlanning
Process Design
Build
Transition
Functional Specification
ToolEvaluation &
Selection
Go Live
Maintain & Improve
ServiceImprovement
Communication and Training
Gov
ern
ance
Organisational Alignment Maintain
Business Drivers
Roadmap
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Problem Management
ITSM Implementation Programme
Change Management
SD/Incident Management
Service Catalogue Management
Tools Implementation & AlignmentTime
Programme Management
Service Asset and Configuration Management
Release and Deployment Management
Organisational/Cultural ChangeStructural Alignment
Request Fulfillment
Event Management
Knowledge Management
Service Level Management
Strategy
Operations
Transition
Design Availability Management
Capacity Management
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Costs Vs Benefits Equation
! The complete model is best viewed as a vision! Achievable through a staged approach
! ITIL V3 is big enough to choke your organisation if you try to do it all at once! Take small bites from the smorgasbord
! Best value will be achieved through judicious selection of ITIL V3 based improvements that have a strong business case
! Indiscriminate application of lifecycle automation tools can very quickly erode the ITIL V3 ROI
! Develop a Service Strategy to guide your ITIL V3 plans
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Final Word…Did they get it right?
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SWOT! Strengths
! Complete and interconnected model! Technology savvy! Practical (mostly)! Complementary with COBIT, ISO 20000 and Project Management
methods ! Weaknesses
! “Digestibility” (due to size and complexity)! Abstraction and commercial focus of Strategy book
! Opportunities! To mature ITSM as a strategic asset! Use ITIL V3 as a next step in IT organisational development! Cherry pick from ITIL V3 to meet your improvement priorities
! Threats! Hijacking by tool vendors! Too hard basket! Attempts to “implement” it
© Lucid IT 2007
Summary
! ITIL V3 is a generational leap forward! The lifecycle model offers an approach to drive value
out of IT investments! The process updates and additions are great! Take some time with ITIL V3 before moving forward
! Grow your internal expertise! Talk to your vendors! Craft a strategy
! Don’t plan to “Implement it” in its entirety!! Use it as both a Vision and a reference model
© Lucid IT 2007
Questions