ITIL: What is it? Why you should use it? How to use it? August 9, 2007 T.C. Kaiser Senior Customer...
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Transcript of ITIL: What is it? Why you should use it? How to use it? August 9, 2007 T.C. Kaiser Senior Customer...
ITIL:What is it? Why you should use it?How to use it?
August 9, 2007
T.C. KaiserSenior Customer Solution Architect
CA, Inc.
Tampa Bay Technology Leadership Association
2 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Agenda
1. The Big Picture
2. The IT Infrastructure Library – Definition, History, etc.
3. IT Service Management
4. ITIL v2 – Service Support and Service Delivery
5. ITIL v3 – The Service Lifecycle
6. The Benefits of ITSM
7. Real World Examples
8. Implementing ITIL – Recommendations, What Not to Do
9. Q&A
3 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Obstacles Prevent Effective Engagement
IT Seen as Black Box:Business lacks visibilityPoor customer satisfaction
Overwhelming Demand:Unstructured capture of requests and ideasNo formal process for prioritization and trade-offsReactive vs. proactive
4 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Disparate Systems Reduce Efficiency
No Single System of Record for Decision Making
Relevant Metrics Hard to Obtain
Disparate Systems Costly to Maintain and Upgrade
5 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
IT Governance Landscape
What is the Information Technology Infrastructure Library (ITIL)?
History and Definitions
7 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
What is the IT Infrastructure Library?
> ITIL is the basis of the worldwide standard for quality IT Service Management, ISO 20000
> ITIL was developed by the public and private sectors and globally adopted.
> ITIL is in the public domain.
“The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is a cohesive
best practice framework, drawn from the public and private sectors internationally. It describes the organisation of IT
resources to deliver business value, and documents processes, functions and roles in IT Service Management (ITSM).”
Source: UK Office of Government Commerce
8 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
The History of ITIL
1980’s
British government determined that the level of IT service quality they received was not sufficient. The Central Computer and Telecommunications Agency (CCTA) was assigned to develop a framework for efficient and financially responsible use of IT resources. This was a joint effort between the government and private sector experts.
2000
The CCTA merged into the Office for Government Commerce (OGC). Microsoft used ITIL as the basis to develop the Microsoft Operations Framework (MOF).
2001
Version 2 of ITIL is released. The Service Support and Service Delivery books were redeveloped.
2007
Version 3 of ITIL is released which adopts a lifecycle approach to Service Management with a better emphasis on IT-Business integration
9 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
IT Service Management
> IT Service Management is concerned with delivering and supporting IT services that are appropriate to the business requirements of an organization. This improves efficiency and effectiveness and reduces the risks of managing IT services.
> Services are a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Outcomes are possible from the performance of tasks and are limited by the presence of certain constraints
10 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
What is a Service?
Source: OGC – “ITIL Refresh: Vendor pre-release briefing”, May 2007
11 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Anatomy of a Service (technical view)
Applications
FirewallNetwork
Switch
Load Balancer Porta
l
Identity Manage
r
Web Servers
Router
SAP
PSFT
Siebel
3rd Party Applications
Databases
Mainframe
Database
Web Services
12 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
ITIL Service Management (v2)
Service Management is the best known and most mature aspect of ITIL. It is comprised of two volumes: Service Support and Service Delivery.
Service Management
Service Support
• Service Desk• Incident Management• Problem Management• Configuration Management• Change Management• Release Management
Service Delivery
• Service Level Management• Financial Management• Availability Management• Continuity Management• Capacity Management
13 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Core ITIL v3 Library
Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007
14 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
ITIL v2 Service Support mapping to v3
ITIL V2 Process Primary ITIL V3 Book
Change Management Service Transition
Configuration Management Service Transition
Incident Management Service Operation
Problem Management Service Operation
Release Management Service Transition
Service Desk Service Operation
Service Asset and Configuration Management including the CMDB
Service Transition
CMBD is part of the Configuration Management system (CMS)
Fault Management (ICT Volume) Service Operation
Knowledge Management (NEW in the sense of service desk)
Service Transition
15 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
ITIL v2 Service Delivery mapping to v3
ITIL V2 Process Primary ITIL V3 Book
Financial Management Service Strategies
Availability Management Service Design
Capacity Management Service Design
IT Service Continuity Management Service Design
Referenced in Service Transition, Service Operation and Continual Service Improvement
Service Level Management Service Design
Service Catalogue Management
Service Design
16 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
ITIL Service Management (v3)
Source: OGC – “ITIL Refresh: Vendor pre-release briefing”, May 2007
17 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Service Lifecycle
Source: OGC – “ITIL Refresh: Vendor pre-release briefing”, May 2007
18 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Service Strategy
> Practical Decision making
> Business Eco systems
> From value chains to value nets
> Adaptive processes for customers, services and strategies
> Linking to external practices and standards
> Managing uncertainty and complexity
> Increasing the economic life of services
> Selecting, adapting and tuning the best IT service strategies
Provides the guidance on how to design,
develop, and implement service management as a strategic asset.
Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007
19 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Service Design
> 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
Guides the design and development of services and service
management processes
Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007
20 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Service Transition
> Managing Change, Risk and Quality Assurance
> Newly designed Change, Release & Configuration processes
> Risk and quality assurance of design
> Managing organization & cultural change during transition
> Service knowledge management system
> Integrating projects into transition
> Creating & selecting transition models
Provides guidance for the development and improvement of
capabilities necessary to transition new and/or changed services into
operations
Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007
21 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Service Operation
> Responsive, stable services
> Robust end to end operations practices
> Redesigned, incident and problem processes
> New functions and processes
> Event, technology and request management
> Influencing strategy, design, transition and improvement
> SOA, virtualization, adaptive, agile service operation models
Tailors guidance on achieving effectiveness
and efficiency in the delivery and support of
services such that value is achieved for the
customer and captured by the service provider
Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007
22 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Continual Service Improvement
> Measurements that mean something and 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 resultsSustains the creation
and maintenance ofcustomer value through
better design,introduction, and
operation of services
Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007
23 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Shifting Focus
Source: Pink Elephant – “What’s New in ITIL v3”, George Spaulding 2007
Why ITIL?
Why should you implement processes based on the ITIL Framework?
25 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
The Case for IT Service Management
> The Business is more and more dependent on IT.
> Complexity of IT constantly increases.
> Customers are demanding more for less.
> Global competitiveness growing at a rapid rate requiring a more flexible approach to integration.
> Stronger focus on controlling the costs of IT.
> Low customer satisfaction levels.
26 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Benefits to the Organization> Improve Resource Utilization
> Be more competitive
> Decrease rework
> Eliminate redundant work
> Improve upon project deliverables and time
> Improve availability, reliability and security of mission critical IT services
> Justify the cost of service quality
> Provide services that meet business, customer, and user demands
> Integrate central processes
> Document and communicate roles and responsibilities in service provision
> Learn from previous experience
> Provide demonstrable performance indicators
Source: Pink Elephant – “The Benefits of ITIL® White Paper”, March 2006
27 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Real World Benefits
> Procter & GambleStarted using ITIL in 1999 and has realized a 6% to 8% cut in operating costs. Another ITIL project has reduced help desk calls by 10%. In four years, the company reported overall savings of about $500 million.
> CaterpillarEmbarked on a series of ITIL projects in 2000. After applying ITIL principles, the rate of achieving the target response time for incident management on Web-related services jumped from 60% to more than 90%.
> Nationwide InsuranceImplementing key ITIL processes in 2001 led to a 40% reduction of its systems outages. The company estimates a $4.3 million ROI over the next three years.
> Capital OneAn ITIL program that began in 2001 resulted in a 30% reduction in systems crashes and software-distribution errors, and a 92% reduction in “business-critical” incidents by 2003.
Source: Pink Elephant – “The Benefits of ITIL® White Paper”, March 2006
28 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Why Implement ITIL
> Streamline service delivery and support processes
> Develop repeatable procedures to aid first level support groups
> Reduce number of service incidents and outages
> Implement standards to do things right the first time
> Perform proactive analysis, prevention and resolution
> Plan for and ensure future capacity
> Define clear services and service targets
> Accurately allocate and recover costs
> Audit, manage and improve IT processes
Ultimately IT Service Management is about maximizing the ability of IT to provide services that are cost-effective and meet the expectations and needs of the business.
Reduce Cost of Operations
Improve Service Quality
Improve Compliance
Improve User Satisfaction
The How
ITIL Implementation Best Practices
30 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
ITIL is not a step-by-step process
“ITIL Processes can be difficult to implement since ITIL in it's current form describes the "what" but not the "how" of IT service delivery. In other words, a lack of implementation tools and best practices are increasing costs and timelines related to ITIL implementation.”
31 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Each ITIL Initiative is Unique
Source: OGC – “ITIL Refresh: Vendor pre-release briefing”, May 2007
32 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
What NOT to do
1. Insufficient Management Buy-in or Budget.
2. Ignoring the need to market and communicate within & outside IT.
3. Training internal staff to the Foundation level with the expectation they can then implement ITIL successfully.
4. No External Baseline Assessment or adoption of a maturity model to Create a valid roadmap.
5. Thinking that technology alone can address the requirement for ITIL i.e. migrating bad process to new technology so automation is therefore not efficient enough to address IT needs.
6. Confusing Process with Procedures.
7. Not dedicating enough resources to the development effort.
8. Thinking process development equates to process implementation.
9. Weak documentation effort leads to inconsistent approach with very little chance of repeatability amongst IT Staff.
10. Failure to address IT Governance alignment.
33 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Recommendations
> Create a sense of urgency!
> Decide/Declare Service Management Strategy
> Engage all employees
> Create Communications and Awareness campaigns
> Focus on areas of pain
> Create a Program to transform the organization
> Appoint program sponsors and key players
> Assess, Design, Build and Implement process refinement
> Create an ITSM adoption program with a charter
34 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Recommendations
> Develop a phased approach, which includes repeatable and consistent standards for all processes to follow
> Breakdown work into “manageable chunks”
> Appoint process owners
> Begin remediation process
> Utilize/Establish program management
35 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Iterative Process
What is the vision?
Where are we now?
Where do we wantto be?
How do we getthere?
How do we checkwe got there?
High LevelObjectives
Assessments
MeasurableTargets
ProcessImprovements
MeasurementAnd Metrics
How do we keep themomentum going?
36 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Helpful Links
> www.itsmf.net – IT Service Management Forum. Tampa Bay Local Interest Group (LIG) meeting – Sept. 22, 2pm.
> www.itsmfusion.com – itSMF USA Conference, Sept. 16-19, Charlotte, NC.
> www.ogc.gov.uk – UK Office of Government and Commerce.
> www.pinkelephant.com – ITSM consulting, events, education.
> www.exin.org – Independent education institute.
> www.itpreneurs.com – Training solutions for IT Management and IT Governance.
37 August 9, 2007 ITIL: What, Why, How? Copyright © 2007 CA
Questions?
For More Information:
T.C. KaiserSr. Customer Solution ArchitectCA, [email protected] mobile