brief introduction to itil v3 by david cannon
TRANSCRIPT
ITIL v3 – The Evolution of Best PracticePractice
David CannonITSM Practice Principal
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
AgendaAgenda
• A New Definition of Service
• Some themes from ITIL v3
A New Definition of Service
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
The Evolution of IT Service ManagementThe Evolution of IT Service ManagementService
ManagementITIL v3
Strategic
Focus: Business-IT Alignment & Integration• Service Mgmt for Business &
Technology Automated and Integrated Operations
T
StrategicPartner
Focus: Quality and Efficiency of
• Automated and Integrated Operations• Strategy and Portfolio Governance• Continuous Improvement
IT ServiceManagement
ITIL v2
Rol
e of
IT ServiceProvider
IT Processes• IT is a service provider• IT is separable from business• IT budgets as expenses to control
IT InfrastructureManagement
ITIL v2
TechnologyProvider
Focus: Stability and Control of the Infrastructure• IT are technical experts• IT concerned with minimizing business disruption
ITIL v1
Time
disruption• IT budgets are driven by external benchmarks
What is an IT Service (v2)?What is an IT Service (v2)?• A set of related functions• provided by IT systems• in support of one or more business areasin support of one or more business areas
Thi i b d f h dThis service can be made up of hardware, software and communication facilities, but is perceived by the business customers as a self-perceived by the business customers as a self-contained, coherent entity
Service Components
As Seen b the C stomerAs Seen by the Customer…
Process Orientated Working
The Problem with ProcessesThe Problem with Processes• Processes help to organize 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• Bottom line: Managing IT needs more than just a
set of processes, people and tools
Definition of a Service (v3)Definition of a Service (v3)
A ‘service’ is a means of delivering value to
customers by facilitating outcomes customers
want to achieve without the ownership of
specific costs and risks
The ITSM LifecycleThe ITSM Lifecycle
The ITIL v3 BooksThe ITIL v3 Books
New Books New Thinkingg
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Service Strategygy
Value and Services
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Using Services to Achieve Business OutcomesOutcomes
Leverage
Leverage
Supporting Business OutcomesSupporting Business Outcomes
Productive capacity
Product Manager
Service C t lCatalogue
Well-served demand
Underserved demand
Unserved demand
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Service PortfolioService Knowledge Management System
Service Portfolio
Service Lifecycle
ServicePipeline
Service Status:
RequirementsDefined
Analyzed
ServiceCatalogue
AnalyzedApprovedCharteredDesigned
DevelopedCustomers/Users
only allowed access
R ti d
CatalogueBuildTest
ReleaseOperational
Retired
only allowed accessto services in this
range
RetiredServices
Retired
Service Designg
Building Services to meet Business Outcomes
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Business Outcomes
Service Design Processes
AvailabilityManagement
Service LevelSupplier InformationSecurity Capacity
ManagementManagement SecurityManagement Management
S i L lService LevelManagement
ServicePortfolio
ServiceCatalogg
Service Catalog Management
ServiceTransitionTransition
Validating Services and Building Knowledge
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Building Knowledge
Change — Activities
R d th RFCRole
Create RFC Upda
Initiator Requested
Record the RFC
ChangeManagement Ready for evaluation
Review the RFC
Change proposal (optional)
ate chang
g Ready for evaluation
Ready for decision
Assess and evaluate change
Authorize change
Authorize change proposal
Work orders
e and co
ChangeAuthority Authorized
Authorize change
ChangeManagement Scheduled
Plan updates
onfiguratioWork ordersg Scheduled
ChangeManagement
Implemented
Co-ordinate Change Implementation
Review and closeEvaluation
on in CM
S
Work orders
ChangeManagement Closed
Review and close change record
Evaluation report
S
Service Knowledge Management SystemSystem
Wisdom ability to make decisions
Presentation Layer
Wisdom – ability to make decisions
Information
Knowledge Processing Layer
InformationIntegration Layer
Configuration management system
Service Knowledge base
Data and Information
CMDB
CMDB
DML
CMDB
ServiceOperationOperation
Delivering on the Promise
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Promise
Service Operation Processes & Functions
SelfHelp
Request or
AccessManagement
RequestFulfillment
Request orIncident?
g
ProblemManagementIncident
M t
User
ServiceDesk
Management
EventUser
Desk
Common Service Operation Activities
Management
TechnicalManagement
ApplicationManagement
IT Operations ManagementServices
Context - Monitor Control LoopContext - Monitor Control Loop
NNorm
CompareControl
Monitor
A ti itI t O t tActivityInput Output
Complex Monitor Control LoopsComplex Monitor Control LoopsNorm
CompareControl
Monitor
Norm
CompareControl
Norm
CompareControl
Norm
CompareControlCompare
Monitor
Control Compare
Monitor
Control Compare
Monitor
Control
ActivityInput Output ActivityInput Output ActivityInput Output
Context - The ITSM LifecycleContext - The ITSM Lifecycle
ServiceExe
cs Business Executives, Business Unit Managers, Customers
Strategy
xecs
, IT
E
Portfolio,Standards, Service
1
Service Transition
ccou
nt E
xU
sers
Architectures Design
Tech Architectures,Performance Stds
2
3
ContinualService
Improve-
Vend
or A
c s
Performance Stds 3 ment
Norm Norm Norm
nage
rs, V
Compare
Monitor
Control Compare
Monitor
Control Compare
Monitor
Control
IT M
an
Technical Experts, Vendor Support, IT Operational Staff
ActivityInput Output ActivityInput Output ActivityInput Output
Event Management — Logging and FilteringFiltering
Exception
WarningFilter WarningFilter
Information
Event Management — Managing ExceptionsExceptions
Incident Management
Incident
Incident/Problem/Exception Problem ProblemProblem/Change
Exception ManagementProblem
Change Management
RFC
Event Management —Information and Warnings I id tInformation and Warnings
Incident/Problem
Incident
ProblemDo any one or Problem/Change
RFC
ycombination of …
Human Intervention
AlertIntervention
Warning
Auto Response
I f ti Log
Auto Response
Information Log
Service Operation ProcessesService Operation Processes
Event Management
IncidentM t Incident ManagementManagement Incident Management Self H
Request Fulfillment
Help
Functions
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Service Operation FunctionsService Operation Functions
Service Desk IT OperationsManagement
ApplicationTechnical ApplicationManagement
TechnicalManagement
Operations Control
Facilities Management
Common SO ActivitiesCommon SO Activities• Mainframe Management• Server Management• Network ManagementNetwork Management• Storage and Archive
D t b Ad i i t ti• Database Administration• Directory Services Management• Desktop Management• Internet / Web Managemente e / eb a age e• Etc.
The Application Management LifecycleThe Application Management Lifecycle
Requirements
DesignOptimize
Operate BuildOperate Build
Deploy
The Application Management LifecycleThe Application Management Lifecycle
Requirements
Optimize Design
Operate BuildOperate Build
Deploy
Continual Service ImprovementImprovement
Staying Relevant and Growing with the
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Growing with the Business
The Continual Improvement ProcessThe Continual Improvement Process Identify• Vision, & Strategy• Tactical Goals
1. Define what you should measure• Tactical Goals
• Operational Goalsshould measure
2. Define what you can measure
7. Implement corrective action
GoalsGoals3. Gather the data
Who? How? When?
Integrity of data?
6. Present and use the information
assessment summaryaction plans etc
GoalsGoals
Integrity of data?
4. Process the dataF ? F t?
5. Analyze the dataRelations? Trends?
A di t l ?
action plans, etc.
Frequency? Format?System? Accuracy?
According to plan? Targets met?Corrective action?
Questions?
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice