ITIL v3 – Familiar Ground, New Territory
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Transcript of ITIL v3 – Familiar Ground, New Territory
© 2006 itSMF USA. All rights reserved.
ITIL v3 – Familiar Ground, New Territory
David CannonITSM Practice Principal - HP
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Agenda
• Why Update ITIL?• What is different about ITIL v3?• What is the same?• Some myths• What will happen next?
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Why Update ITIL?
• The industry has matured since 2000• ITIL v2 tells us ‘what’ not ‘how’• What is the Return on Investment?• What about suppliers and customers?• An integrated process model• Application in different contexts
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Process Orientated Working
Problem Management
Change Management
Service Level Management
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The Problem with Processes
• Processes help to organise work better• They are aligned to activity and output, not
necessarily to value• You have to know what you want to
achieve, or else assume that the customer does
• Processes are not strategic• Bottom line: Managing IT needs more than
just a set of processes, people and tools
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ITIL v3
• Creating a way to integrate IT Processes, People and Tools with the Business Strategy and Outcomes
• Seeing IT as a Strategic Business Unit
© 2006 itSMF USA. All rights reserved.
What is Different about v3?
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Global Collaboration
• Public opinion surveys• ITIL Advisory Group – 40 countries• ITSM community stakeholders• Standards, Qualifications, Practices• Rapid language translations• Formal mappings• Integrated Service Lifecycle process maps
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Core Complementary Web
Customized implementation
CoreBest Practice
Guidance
Support for particular market sector or technology
Value added products,
process maps, templates, studies
ITIL V3 – The Structure
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ITIL
ServiceStrategi
es
Continual ServiceImprovement
ServiceOperation
ServiceDesign
ServiceTransition
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CIO’sCIO’sIT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersVendorsVendors
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SS - Practical Decision Making
• Business Eco systems• From value chains to value nets• Linking to external practices and standards• Adaptive processes for customers, services
and strategies• Managing uncertainty and complexity• Increasing the economic life of services• Selecting, adapting and tuning the best IT
service strategies
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IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors
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SD - Pragmatic Service Blueprint
• Policies, Architecture, Portfolios, service models
• Effective technology, process and measurement design
• Outsource, shared services, co-source models? How to decide & how to do it
• The service package of utility, warranty, capability, metrics tree
• Triggers for re-design
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IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors
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ST - Managing Change, Risk & Quality Assurance
• Newly designed Change, Release & Configuration processes
• Risk and quality assurance of design• Managing organization & cultural change
during transition• Service management knowledge system• Integrating projects into transition • Creating & selecting transition models
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IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors
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SO - Responsive, stable services
• Robust end to end operations practices• Redesigned, incident and problem
processes• New functions and processes• Event, technology and request
management• Supporting strategy, design, transition and
improvement• SOA, virtualization, adaptive, agile service
operation models
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IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors
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CSI - Measures & Improvements that Work
• The business case for ROI• Getting past just talking about it• Overall health of ITSM• Portfolio alignment in real-time with
business needs• Growth and maturity of SM practice• How to measure, interpret and execute
results
CMMI
TOGAF
e-TOM
Six Sigma
PMBOK
PRINCE2
SOA
COBIT
M_o_R
ISO/IEC 20000
SOX
CertifiedTraining
ISO/IEC17799
ISO/IEC19770
ITIL in Context
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Complementary Series
• How to apply the core materials in different contexts
• Cross reference to external practices and standards
• Enhancing the core materials• Tracking industry developments and
relating them back to the core• Case Studies • Integrated lifecycle model• Certification aids
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Myths, rumours, speculation
• I’ll have to re-certify everyone• All the ITIL processes I know today will be
gone• I’ll have to buy new tools• The ITIL processes I use today won’t work in
the V3 service lifecycle• V3 is an add-on to V2• I have to throw out v2 to implement v3
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Qualifications•New Scheme•Enhanced learning•Upgrading•More choice
Standards•Aligned to 20000•Links to Security•Links to Asset•Links to Governance
Your ITSM Practice•Greater scope •Greater flexibility•Current with industry directions•Complementary to other common practices•Easier to start, operate and mature•Relevant to the real issues and opportunities•Enhanced ability to prove ITSM ROI
CustomersVendors
Service Providers
V3 – How will it affect You?
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What’s next ?What’s next ?Fi
nal
Fina
l C
ount
dow
nC
ount
dow
nEditorial Board review – March
Marketing Launch – Oct
ITIL Advisory Group QA review – Oct / Nov
International Public QA review – Nov / Dec
itSMF International IPESC Endorsement – Dec / Jan
Translations begin - April
Publication Production & Launch – May 30th
Qualification Scheme finalized - Summer
© 2006 itSMF USA. All rights reserved.