IT Portfolio Management: ITIL V3 Refresh - Albion Research · 2009-01-17 · IT Portfolio...
Transcript of IT Portfolio Management: ITIL V3 Refresh - Albion Research · 2009-01-17 · IT Portfolio...
IT Portfolio Management:ITIL V3 Refresh
BCS Rideau Section19 March 2008Phil Mustaphi
Agenda
• IT Portfolio Management• ITIL V3 Refresh background
– Highlights of ITIL V3
• Concordance with other industry practices– Concordance and Relationships
• The Service Catalogue– IT Portfolio Service Catalogue Examples
IT Portfolio Management
• Wikipedia definition:– IT portfolio management is the systematic
management of large classes of items using IT– Examples of IT portfolios would be planned
initiatives, projects, and ongoing IT services(such as application support)
– The promise of IT portfolio management is thequantification of previously mysterious ITefforts, enabling measurement and objectiveevaluation of investment scenarios.
http://en.wikipedia.org/wiki/IT_Portfolio_Management
Backdrop• Since 1987 when the International Organization for Standardization published the
ISO9000 Series for Quality Management Systems there has been a marketevolution in the formalization of standards, frameworks and regulations. Mostnotably there has been a rise in the service versus product areas, withorganizations and individuals reaching for greater professional standing andrecognition through personal qualifications and organizational certifications.
• This also applies to the IT environment, where mass adoption of ITIL bestpractices is becoming evident. Newly refreshed and published ITIL Version 3 iswritten with a broader context and scope of thinking for best practices coveringSecurity, Procurement, Capability Maturity, and Application Support. ITIL V3presents a new structure and approach that is lifecycle based. The new approachis termed the ‘lifecycle’ approach, in line with IT service in reality. There is also thenotion of providing IT services in a catalogue, an IT service portfolio.
• How ITIL V3 is structured as a service portfolio and its links to other standards,frameworks and regulations such as governance, risk, security, softwaredevelopment, procurement and even people management capabilities will bepresented for examination. The evolving concept of registered organizationsstaffed with certified professionals in their IT field of practice is raised fordiscussion.
• "For an introduction to ITIL see my presentation on 21 March 2007 to the BCSOttawa Section at http://ottawa.bcs.org/event38.php"
The ITIL Refresh - ITIL Version 3
• ITIL has been redeveloped through a consultative processstarted in 2005 – an exercise officially known as the 'ITILRefresh‘ to focus on lifecycle and service catalogue portfolio
• In May 2007 5 new core texts published: IT Service Strategies;IT Service Design; IT Service Introduction; IT ServiceOperations; IT Service Improvement
• In addition to these, a range of complimentary material isexpected to be provided. This is likely to include a detailedglossary, process maps and mappings to other governanceframeworks and techniques
• Although the current sets may be streamlined in somerespects, a radical overhaul is not expected
ITIL V3 Timeline - Background
• 5 new publications issued May 2007• Continued updates made available on Web
ITIL V3 Refresh - Snapshot
• Began August 2005– Call for tenders for subject matter expert participation
• Target completion December 2006– ITIL content refresh consultation process
• New documents released February 2007– Update existing ITIL document materials (V1 and V2)– Newly scoped content – retain core content– Alignment with other Best Practices and Standards:
• COBIT relationship – IT Management (Governance)• ISO 20000 (BS 15000) relationship – IT Service Management• ISO 17799 (BS 7799) relationship – Security Management• ISO 27005 relationship – Risk Management
• Certification status:– Individual certification remains– ISO 20000 registration and certification introduced for corporations
Main Points of ITIL V3 Refresh
• Life-cycle stages of service management– Recognition of Service Requests (Services) as a
category at the Service Desk in addition toIncidents – Request Management
• Inner circle – core/generic ITIL principles– 1. Service Strategies, 2. Design, 3. Transition,– 4. Operation and 5. Continuous Improvement
• Outer circle – complementary guidance andvalue added products– Process Maps, Glossary, Introductory Materials– Web-based tools and access for updates,
changes– Relationship with other Best Practices and
Standards
ITIL V3 Diagram (Lontra)
ITIL & ISO Concordance
ISO 20000-2
ITIL
Internal Policies, Processes, Procedures
ISO20000-1
IndividualOperations
CollectedBest Practices
InternationalCode of Practice
InternationalStandard
Recognized,Repeatable,Alignment
On the Horizon
• Application Services Library (ASL)– Software Development Best Practice to align
with ITIL
• Dynamic Systems Development Method(DSDM) – Agile Development/XP– Software Development methodology
• Information Services Procurement Library(ISPL)– IT requisition, acquisition and procurement
Horizon Affect
ISO 20000-2ISO 17799
ITILISPL, ASL, DSDM, COBIT
Internal Policies, Processes, Procedures
ISO20000-1ISO 9000 &
27000 Series
IndividualOperations
AdditionalBest Practices
InternationalCodes of Practice
InternationalStandards
CommonAlignmentRecognized,Repeatable,Alignment
Relationships: ASL, ITIL, ISO,COBIT, Risk, Project & Finance
TransitionApplicationDevelopment
ITOperations
Planning
Dev
elo
pm
ent Rele
ase
Change
Packaged
Service Deliv
ery
Service Support
IT Risk Management Framework
IT Security Management Framework
IT Governance Framework (COBIT)
ISO Series IT Service Management Framework
ITP
roje
ctM
anag
emen
t ITF
inan
cialMan
agem
ent
Why an IT Service Catalogue?
• Rohm & Haas Pink Elephant Case Example:
• newScale IT Service Catalogue Solution:– Actionable: order directly on-line; 1-stop shopping– Interactive: order is packaged for specific delivery
newScale Service Catalogue Model
newScale’s ‘Single Pane of Glass’(15” of Real Estate)
3 Views of a Service Catalogue
The IT Service Catalogue
IT Commodities
Personal Workspace andUtility Maintenance Services
To provide best practicehardware, software, professional services
and maintenance management environmentto enable business role productivity and
efficiency.
IT Commodity & IT Service
IT Services
Application Development andIT Management Solutions
To provide expert development andmanagement services in the design,
delivery, and continuous improvementof system solutions to support
current and future business needs.
Technical Support Professional Service
Outsource Core Competence
Service Offerings & SLAs
ServiceDescriptions
ServiceDescription 1
ServiceDescription n
ServiceSpecifications
Options
Options
ServiceLevel
Agreement(SLA)
ServiceLevel
Agreement(SLA)
ServiceLevel
Agreement(SLA)
IT Portfolio: Managing –Catalogue, Service Desk, SLAs
IT Catalogue Single PointOf Contact
Support
Solutions
SLM
Commodity
Services
ServiceLevel
Agreements
Incident, Problem,Change Management
Report Performanceagainst Catalogue
Service Level Management
Analyse Baseline Targetagainst Operational Actuals
Process Flow: IT Catalogue to Service ManagementService Delivery & Supoport
IT Portfolio Services – Examples
• Workspace Solutions– EX1 Desktop Entry (workspace PC)– EX2 E-mail Service (application service)– EX3 Desktop2 (new employee request)
• Support Services– EX4 Service Request Template
• Application Development• Professional Services
Product visionProduct vision
Business & TechnologyBusiness & TechnologyJustificationJustification
Workspace Solutions: Desktop
BaseServices
ServiceOptions
Entitlement Privileges
Support Services: Infrastructure
Applications
Facilities ManagementE.G. Hydro, A/C, Fire/Flood, Force of Nature
NetworkManagement
Traffic Analysis, Latency, ResponseTimes, Cabling etc.
Server ManagementMonitoring, Capacity, Availability, Load
Balance, Operating and Security SystemPatches/Update etc.
Sees
Base & Options
Planning
PackagedDevelopment
Product visionProduct vision
Business & TechnologyBusiness & TechnologyJustificationJustification
• Integrated ProjectManagement• Project Planning• Project RiskManagement• Project Monitoringand Control
Unit TestingAcceptance TestingInstallationsTrainingManualsQuality Assurance (QA)Development Certification &Accreditation
• ConfigurationManagement Support• Decision Analysis andResolution Support• Measurement andAnalysis Support
RequirementsMake/BuyDetailed DesignArchitectureDevelopment MethodologyCoding/Compiling
• Technical Solution Engineering• Product Integration Engineering• Process and Product Quality Assurance Support• Requirements Development Engineering• Requirements Management Engineering
Project ChartersNeeds DefinitionsScope EvaluationsFeasibility StudiesBusiness Cases
• Organizational ProcessDefinition & Management• Organizational Training• Supplier AgreementManagement
Application Development:
Professional Services:IT Management
Product visionProduct vision
IT Management SolutionIT Management Solution
ManagingTechnology
IT ProjectManagement
InnovationManagement
ManagementConsulting
Discussion & Thank You
• Discussion• Questions and Answers• Thank You