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