itil itil

ITSMF Upper Canada Region Conference Sept08ITSMF Upper Canada Region Conference Sept08

ITILITIL®® V3V3

Do I throw V2 out with the Do I throw V2 out with the

Bathwater?Bathwater?

ITIL ITIL ®® is a Registered Trade Mark and a Registered Community Trade Maris a Registered Trade Mark and a Registered Community Trade Mark of the Office k of the Office

of Government Commerce and is Registered in the U.S. Patent and of Government Commerce and is Registered in the U.S. Patent and Trademark OfficeTrademark Office

AgendaAgenda

�� Ask the questions: What do I do?Ask the questions: What do I do?

�� Take a PeakTake a Peak

�� Okay now what?Okay now what?

�� Answer the questions: What do I do?Answer the questions: What do I do?

�� Wrap upWrap up



Now that we have V3Now that we have V3……..

�� How is it different and is it better?How is it different and is it better?

�� Will my processes still work in V2?Will my processes still work in V2?

�� What am I going to do with all the work we already What am I going to do with all the work we already started?started?

�� Do I have to start all over again?Do I have to start all over again?

�� II’’m new at this, where do I start?m new at this, where do I start?

�� Should I start with V2 before I move to V3?Should I start with V2 before I move to V3?

�� Will our processes still be ITIL certified?Will our processes still be ITIL certified?

�� I am ITIL V2 certified, do I have to take the V3 I am ITIL V2 certified, do I have to take the V3 course to update our process work?course to update our process work?

�� Why is new version so closely aligned to the Why is new version so closely aligned to the business?business?



Lets Take a LookLets Take a Look



The ITILThe ITIL®® Core LifecycleCore Lifecycle

Best practice guidance applicable to all Best practice guidance applicable to all

types of organizations who provide types of organizations who provide

services to a business.services to a business.

Each provides the guidance necessary Each provides the guidance necessary

for an integrated approach as required for an integrated approach as required

by the ISO/IEC 20000 standard by the ISO/IEC 20000 standard

specification: specification:



Value to the BusinessValue to the Business

�� Improved quality service provisioningImproved quality service provisioning

�� Improved customer satisfaction and perceptionImproved customer satisfaction and perception

�� Cost justifiable service Cost justifiable service –– IT Organization is deemed IT Organization is deemed as a business partneras a business partner

�� Services that meet business, customer and user Services that meet business, customer and user demandsdemands

�� Ability to deliver a higher rate of change with an Ability to deliver a higher rate of change with an improved rate of success and shorter cycle timesimproved rate of success and shorter cycle times

�� Integrated centralized processes Integrated centralized processes

�� Reassurance that IT services are aligned with audit Reassurance that IT services are aligned with audit and compliance requirementsand compliance requirements

�� Common and consistent languageCommon and consistent language

�� Customer focusedCustomer focused



Take a Peak!Take a Peak!

�� Service StrategyService Strategy

�� Service DesignService Design

�� Service TransitionService Transition

�� Service OperationsService Operations

�� Continual Service ImprovementContinual Service Improvement



Service StrategyService Strategy

Service

Strategy



Answer these strategic Answer these strategic

questions:questions:�� What services should we offer and to whom?What services should we offer and to whom?

�� How do we differentiate ourselves from competing How do we differentiate ourselves from competing alternatives?alternatives?

�� How do we truly create value for our customers?How do we truly create value for our customers?

�� How do we capture value for our stakeholders?How do we capture value for our stakeholders?

�� How can we make a case for strategic investments?How can we make a case for strategic investments?

�� How can Financial Management provide visibility and control How can Financial Management provide visibility and control over value creation?over value creation?

�� How should we define service quality?How should we define service quality?

�� How do we choose between different paths for improving How do we choose between different paths for improving service quality?service quality?

�� How do we efficiently allocate resources across a portfolio of How do we efficiently allocate resources across a portfolio of services?services?

�� How do we resolve conflicting demands for shared resources?How do we resolve conflicting demands for shared resources?



SS ProcessesSS Processes

�� Strategy GenerationStrategy Generation

�� Service Portfolio Management Service Portfolio Management

�� Financial Management Financial Management

�� Demand ManagementDemand Management



Service Design Lifecycle Service Design Lifecycle

StageStage

Service Design



ObjectivesObjectives

Aims to design services that satisfy business Aims to design services that satisfy business objectives, with an additional focus on objectives, with an additional focus on quality, compliance, risk and security quality, compliance, risk and security requirements. requirements.

This element of the core strives to provide This element of the core strives to provide more effective and efficient business more effective and efficient business solutions and services aligned to business solutions and services aligned to business needs by coordinating all design activities needs by coordinating all design activities for IT services to ensure consistency and a for IT services to ensure consistency and a business focus. business focus.



SD ProcessesSD Processes

�� Service Level Management Service Level Management

�� Service Catalogue ManagementService Catalogue Management

�� Availability Management Availability Management

�� Information Security ManagementInformation Security Management

�� Supplier Management Supplier Management

�� Capacity ManagementCapacity Management

�� IT Service Continuity ManagementIT Service Continuity Management



Service Transition Service Transition

Lifecycle StageLifecycle Stage

Service Transition




The primary objective of Service Transition is The primary objective of Service Transition is

to deliver the service vision in a relevant, to deliver the service vision in a relevant,

timely, quality, and costtimely, quality, and cost--effective manner effective manner

based on agreed design. based on agreed design.

This effectively makes the organization This effectively makes the organization

different than it was before by moving from different than it was before by moving from

the the ““as isas is”” to the to the ““as requiredas required”” state. state.



Course CorrectionsCourse Corrections

�� Successful transition is a journey from the Successful transition is a journey from the

‘‘as isas is’’ state within an organization towards state within an organization towards

the the ‘‘as requiredas required’’ state. It is often the case state. It is often the case

that issues occur between the initial design that issues occur between the initial design

of a service and its operation. of a service and its operation.

�� This precipitates the need for This precipitates the need for ‘‘course course

correctionscorrections’’ to the Service Transition to the Service Transition

journey so that the final implementation journey so that the final implementation

remains relevant to the business. remains relevant to the business.



Service Transition Service Transition

Processes Processes

�� Transition Planning and Support Transition Planning and Support

�� Change Management Change Management

�� Service Asset and Configuration Service Asset and Configuration

Management Management

�� Knowledge Management.Knowledge Management.

�� Release and Deployment management Release and Deployment management

�� Service Testing and Validation Service Testing and Validation

�� EvaluationEvaluation



Service Operation Service Operation

Lifecycle StageLifecycle Stage

Servi

ce O

perat

ion




Provides an overall endProvides an overall end--toto--end view of service delivery end view of service delivery that facilitates the capability to detect any threats that facilitates the capability to detect any threats or failures to service quality. or failures to service quality.

The objectives are to efficiently and effectively carry The objectives are to efficiently and effectively carry out the following dayout the following day--toto--day activities:day activities:

�� Support and deliver IT servicesSupport and deliver IT services

�� Performance monitor and assess IT servicesPerformance monitor and assess IT services

�� Manage the people, processes, and technology that Manage the people, processes, and technology that deliver and support IT servicesdeliver and support IT services



Service Operation ProcessesService Operation Processes

�� Event Management Event Management

�� Incident Management (BreakIncident Management (Break--Fix)Fix)

�� Problem Management Problem Management

�� Request Fulfillment Request Fulfillment

�� Access ManagementAccess Management



CSI Lifecycle StageCSI Lifecycle Stage

ContinualService Improvement




�� Review, analyze and make recommendations on Review, analyze and make recommendations on improvement opportunities in each lifecycle phase improvement opportunities in each lifecycle phase

�� Review and analyze Service Level Achievement Review and analyze Service Level Achievement resultsresults

�� Identify and implement individual activities to Identify and implement individual activities to improve improve

�� Improve the efficiency and effectiveness ITSM Improve the efficiency and effectiveness ITSM processesprocesses

�� Improve cost effectiveness of delivering IT services Improve cost effectiveness of delivering IT services without sacrificing customer satisfactionwithout sacrificing customer satisfaction

�� Ensure applicable quality management methods are Ensure applicable quality management methods are used to support continual improvement activities used to support continual improvement activities



CSI ProcessesCSI Processes

�� The Seven Step Improvement ProcessThe Seven Step Improvement Process

�� Service ReportingService Reporting

�� Service MeasurementService Measurement

�� Service Level Management (shared Service Level Management (shared

process with Service Design)process with Service Design)



Okay, now what?Okay, now what?

�� How is it different and is it better?How is it different and is it better?

�� Will my processes still work in V2?Will my processes still work in V2?

�� What am I going to do with all the work we already What am I going to do with all the work we already started?started?

�� Do I have to start all over again?Do I have to start all over again?

�� II’’m new at this, where do I start?m new at this, where do I start?

�� Should I start with V2 before I move to V3?Should I start with V2 before I move to V3?

�� Will our processes still be ITIL certified?Will our processes still be ITIL certified?

�� I am ITIL V2 certified, do I have to take the V3 I am ITIL V2 certified, do I have to take the V3 course to update our process work?course to update our process work?

�� Why is new version so closely aligned to the Why is new version so closely aligned to the business?business?



In SummaryIn Summary……..

�� Looks at the big picture Looks at the big picture

�� A Lifecycle approach to IT Service Mgt.A Lifecycle approach to IT Service Mgt.

�� Closer integration with business processesCloser integration with business processes

�� Looks at the value that IT Service delivers Looks at the value that IT Service delivers

to meet the requirements of the businessto meet the requirements of the business

�� DonDon’’t be intimidated by the new Versiont be intimidated by the new Version

�� Remember this is a best practice take from Remember this is a best practice take from

it what works best in your organizationit what works best in your organization

ITSMF Upper Canada Region Conference Sept08ITSMF Upper Canada Region Conference Sept08

Carol ParkerCarol Parker

Sr. Process Consultant and TrainerSr. Process Consultant and Trainer

Manage and Coaching staffManage and Coaching staff

[email protected]@sympatico.ca

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