ITIL - mita se on?
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Business is evolving, you should too.
Helsinki, Tampere, Turku, Tukholma, Göteborg | www.tieturi.fi
ITIL – mitä se onBen Kalland Tieturi
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Mitä ITIL on?
• Standardi?• Viitekehys?• Teoreettinen prosessimalli?• Palveluhallinnan raamattu?• Konsulttien keksimä rahastuskone?• Brittien oma keksintö – not invented here?
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ITIL on
• IT Infrastructure Library• Dokumentoitua maalaisjärkeä• Näin muut tekevät – käytännön neuvoja• 5 kirjaa, joissa palvelunhallinnan parhaita käytäntöjä
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ITIL:n sisältö
• Prosessikuvauksia• Toimintokuvauksia• Roolikuvauksia• Asiakirjamalleja• Tarkastuslistoja• Esimerkkejä• Anekdootteja
= parhaat käytännöt
Competition
Compliance
Commitments
Employees
Customers
Suppliers
Advisors
Technologies
Standards
Industry practices
Academic research
Training & education
Internal experience
Substitutes
Regulators
Customers
Knowledge fit for businessobjectives, context and purpose
Enablers(Aggregate)
Scenarios(Filter)
Sources(Generate)
Drivers(Filter)
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Muita parhaitakäytätöjä
CMMI®TOGAF™Etom®Six Sigma®PMBOK®PRINCE2™SOACOBIT®M_o_R®
ISO 20000
kouluttajatkonsultit
Sertifiointi-laitokset
ydin
ITIL:n rakenne: elinkaari, prosessit ja muut
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Elinkaaren vaiheet
Serv
ice
P ort
folio
Serv
ice
Cat
alog
ue
SKMS
The business/customersRequirements
Service Strategy
Service Design
Service Transition
Service Operation
Strategies PoliciesResource & constraints
Objectives from Requirements
Solution Designs
ArchitecturesStandards
SDPs
Transition Plans
Tested solutions
Operational services
Continual Service
Improvement Improvement actions & plans
Service Lifecycle
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Minun pitäisi saada käyttöoikeus CRM-järjestelmään
ITIL - 26 prosessia- viisi Service Operation:ssa
ITIL - 4 toimintoa- Service Desk- Technical Mgmt- Application Mgmt- IT Operations Mgmt
Service Operation
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Tarvitsen värikasetin
CRM-järjestelmä ei toimi
CRM-järjestelmä
ei taaskaan toimi
RequestFulfilment
Access Management
EventManagement
IncidentManagement
ProblemManagement
Service Operation
Automaattiset herätteet
Service Desk
Unohdin salasanani
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Palvelun elinkaari ja prosessit
Service Strategy
Service Design
Service Transition
Service Operation
Cont. Service Improvement
Strategy Generation
Service LevelManagement
Transition planning and support
Event Management Service measurement
Demand Management
Catalogue Management Change Management
Incident Management Service reporting
Service Portfolio Management
Availability Management
Asset and Configuration Management
Request Fulfilment
7 step improvement process
IT Financial Management
Security Management
Release and Deployment Management
Problem Management
Supplier Management
Service Validation and Testing
Access Management
Capacity Management Evaluation
Service Continuity Management Knowledge Management
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Palvelu ja palvelunhallinta
Mitä on palvelu?
Palvelu on sitä, että tehdään asiakkaan puolesta jotain, mitä asiakas ei osaa tai halua tehdä itse. Otamme asiakkan puolesta riskit, hankimme osaamisen ja tuotamme asiakkaalle arvoa.
Miten organisoidumme tuotettavan palvelun ympärille; miten johdamme, mittaamme ja parannamme palvelua
Mitä on palvelunhallinta, Service Management?
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Prosessi – toiminto - rooli
Mikä on toiminto?
Mikä on rooli?
Rooli on joukko henkilölle tai ryhmälle annettuja vastuita. Yhdellä henkilöllä tai ryhmällä voi olla useita rooleja. Yksi rooli voi olla vastuutettu myös usealle henkilölle.
Mikä on prosessi? Prosessi on sarja aktiviteettejä tai tapahtumia, jotka liittyvät samaan asiaan, ja joilla on mitattavissa oleva lopputulos. ITIL kuvaa 26 palvelunhallinnan prosessia.
Toiminto on organisaation osa, jolla on määrätty tehtävä. ITIL kuvaa neljä toimintoa.
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Prosessi
Prosessintarvitsemaatietoa
Lopputulos
Prosessin mittaaminen
Prosessi
Liipaisu
Aktiviteetti 1
Asiakas
Muut prosessit
Aktiviteetti 2
Aktiviteetti 3
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ProsessimalliProsessin johtaminen
Prosessindokumentointi
Prosessi-palaute
Prosessintavoitteet
Prosessinomistaja
Prosessin edellytykset
Prosessi
ProsessinInput
ProsessinOutput
Prosessinresurssit
Prosessiosaaminen
Prosessinaktiviteetit
Prosessintyöohjeita
ProsessinroolitProsessin
Mittarit Prosessinparantaminen
raportit
Liipaisu
Prosessinproseduurit
Service Management
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Prosessi-esimerkki:
ITIL Change Management
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scheduled
closed* includes build and test the change
Create RFC Change
proposal (optional)
Authorize Change proposal
Record the RFC
Review RFC
Assess and evaluate change
Authorize Change
Plan updates
Coordinate change implementation*
Initiator requested
Change Management ready for evaluation
Change Authority
Change Management
Change Management
Evaluation report
implementedReview and close
change record
Work orders
Work orders
authorized
Update change and configuration inform
ation in CM
S
Also filtering!
ready for decision
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ITIL - toiminnot
Service Desk IT OperationsManagement
Operations Control
Facilities Management
ApplicationManagement
TechnicalManagement
Service Operations
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Rooliesimerkki - Service Manager
Key skills and competencies• Previous product/market management experience• Advanced degree or equivalent experience• Working knowledge of the domestic and international marketplace
including industry applications, outsourcing• Product knowledge includes complex engineering,
telecommunications and data protocols• Demonstrated sustained performance in previous assignments• Sound business judgment• Negotiating skills• Human resource management skills• Excellent communication skills• Manage risk effectively and innovatively
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Rooliesimerkki - Service Manager
Key responsibilities:• Provide leadership on the development of the Business
Case and product line strategy and architecture, new service deployment and lifecycle management schedules
• Perform cost management activities in close partnership with other organizations such as operations and finance
• Manage various and sometimes conflicting objectives in order to achieve the organization’s goals
• Instill a market focus• Create an organization which encourages high
performance and innovative contributions
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Mittarit – sitä saa mitä mittaaCustomer
perspectiveBusiness
perspectiveInnovative
perspectiveFinancial
perspective Business objectives & metrics
IT objectives & metrics
Customer perspective
Business perspective
Innovative perspective
Financial perspective
(Customer satisfaction)
(Process performance)
(Response & innovation)
(Financial satisfaction)
Overall service & customer metrics
Individual Process metrics
Individual components metrics
Service quality
Customer feedback
Customer complaints
Service functionality
Process 1
Process 2
Process 3
progress compliance effectiveness efficiency
Component 2
Component 3
Component 1Availability Performance Capacity Failures Changes
Service A
Service B
Service C
Service D
Service quality
Customer feedback
Customer complaints
Service functionality
Service
Service
Service Service
Service
Service
CustomerCustomer
Customer
CustomerCustomer
Customer
Individual service & customer metrics
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SLA – palvelutasosopimus
CB
Liiketoiminta
32Liiketoiminta-
prosessi 1
65Liiketoiminta-
prosessi 4
98Liiketoiminta-
prosessi 7
Asiakasorganisaato A Asiakasorganisaatio B Asiakasorganisaatio C
SystemH/W
SystemS/W DBMS Networks Environment Data Applications
Infrastruktuuri
(iii)(ii)Support
team (i)
ryhmät
(iii)(ii)
Supplier (i)
toimittajat
SLAt
OLAt
UCt
IT palvelu
IT
Tukipalvelut
Tukipalvelut
Palvelu A
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Palvelukatalogi - palvelukuvaus
BusinessProcess 1
BusinessProcess 2
BusinessProcess 3
Business Service Catalogue
Service A Service B Service C Service D Service E
Technical Service Catalogue
Support Services
Hardware Software Applications Data
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Tietojärjestelmät palvelunhallinan tukena
Data and Information
InformationIntegration Layer
Knowledge Processing Layer
Presentation Layer
CMDB2
CMDB1 DML1
KEDB
Service Knowledge Management System
Integrated CMDB
DML2
Service Knowledge base
CMIS AMIS
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Prosessien kehittäminen ITIL-mallin mukaan
What is the vision?
Where do we wantto be?
How do we get there?
Did we get there?
Where are we now?
How do we keepthe momentum going?
Service & processimprovement
Measurabletargets
Baselineassessments
Measurements &metrics
Business vision,mission, goals and
objectives
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Prosessien kehittäminen ja ITIL• ITIL käytännössä: Dokumentointi, uudelleenorganisointi,
mittaaminen ja laadun parantaminen
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Prosessi-organisaatio?
Incidentmanager
SLMmanager
Changemanager
Continuitymanager
Problemmanager
Capacitymanager
Releasemanager
Financialmanager
Availabilitymanager
Configmanager
Herbert
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ITIL:n hyödyt - mitattuja tuloksia:
IDC - 79% reduction in downtime- total savings per user c $800 p.a.
Meta - 85% resolution at FPOC- cost per call down 30%- 50% reduction in new product cycle
Barclays - Downtime reduced from 60 to 15 mins
Proctor & Gamble - $100 million p.a. savings!
itSMF survey - 70% achieving “tangible & measurable” benefits
HDI - > 50% measured improved customer satisfaction- 84% would recommend - 20% saw business competitive advantage
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Pyörä on jo
keksitty!
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ITIL-osaaminen
• Organisaatio tai tuote ei voi saada “ITIL-leimaa”
• Organisaatio voi hankkia ISO/IEC 20 000 -sertifikaatin
• Henkilö voi sertifioida ITIL -osaamisensa• ITIL Foundation–sertifikaatti• ITIL Intermediate–kurssit• ITIL Expert–sertifikaatti
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Lisätietoja:
Ben KallandAkkreditoitu ITIL kouluttaja, konsultti
Tieturi Oy, HTC Santa MariaTammasaarenkatu 500180 HELSINKIwww.tieturi.fi/itil