itil v3 at hp a case study v11 · pdf fileitil v3 at hp: a case study william dupley it...
TRANSCRIPT
© 2006 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
ITIL v3 at HP:A Case Study William DupleyIT StrategistHP Canada
214 September 2007
Agenda1. ITIL V3 Stages
• Service Strategies• Service Design• Service Transition• Service Operations• Continual Service Improvement
2. HP Case Study1. New Service Lifecycle2. Existing Service Lifecycle3. Asset Management Lifecycle4. Integrated Change & Configuration lifecycle
• Continual Service Improvement: ITSM Team skills • IT Service Management Technology Architecture
3. Close
314 September 2007
ServiceDesign
Service
ITIL
ServiceStrategies
ServiceOperation
ServiceDesign
Continual ServiceImprovement
ServiceTransition
ITIL V3 –The Package
Source: ITIL Refresh Project
414 September 2007
1. Service StrategiesPurpose
To identify the demand for new services and develop an integrated comprehensive plan to supply these services.
To justify IT expenditures consistently
Clarify the relationships between various services, systems, processes, business models, strategies and objectives they support
Value to Business
Clear definition of Services, Service model, & Service Delivery models
Clear decision making on Project justification, and portfolio management
ProcessesService Portfolio Management (SPM)Demand ManagementFinancial Management
Service
ITIL
ServiceStrategy
514 September 2007
2. Service DesignPurpose
To design IT services, together with governing practices, processes and policies, to realize the organization’s strategy
To ensure quality service delivery, customer satisfaction and cost-effective service provision
Value to Business
Reduced total cost of ownership (TCO), Improved quality of service, Improved consistency of service, Easier implementation of new/changed services and Improved service alignment
ProcessesService Catalog ManagementService Level Management Availability Management Information Security ManagementSupplier Management Capacity ManagementIT Service Continuity Management
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceDesign
614 September 2007
3. Service TransitionPurpose
To plan and implement the deployment of all releases to create a new service or improve and existing service. Assure that the proposed changes in the Service Design Package are realized.
Successfully steer releases through testing and into live environment. Transition services to/from other or organizations. Decommission or terminate services
Value to Business
Ability to react quickly to give ‘competitive edge’. Transition management re mergers, de-mergers, acquisitions, transfer of services. Higher success rate of changes and releases. More confidence re governance and compliance. Reduced level of risk
ProcessesChange ManagementService Asset and Configuration ManagementRelease and Deployment Management
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceDesign
ServiceTransition
714 September 2007
4. Service OperationsPurpose
To coordinate and carry-out day-to-day activities and processes to deliver and manage services at agreed levels. Ongoing management of the technology that is used to deliver and support services
Value to Business
Decreased Down time, and Slow time
Rapid Service Restore time
Processes Event ManagementIncident ManagementRequest FulfillmentProblem ManagementAccess Management
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
ServiceTransition
814 September 2007
5. Continual Service ImprovementPurpose
To continually align IT services to changing business needs by identifying and implementing improvements to services, processes, and lifecycles
Continually looking for ways to improve process efficiency and effectiveness and well as cost effectiveness
Value to BusinessImproved service quality, higher availability, Gradual cost reductions and better cost-justification, Better information about existing services and areas for improvement. Improved communication
ProcessesThe 7 Step Improvement Process
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
Continual ServiceImprovement
ServiceTransition
1014 September 2007
IT Service Management Model
Service planning
IT business assessment
IT strategy and architecture planning
Customer management
Service build and test
Release to production
Availability management
Continuity management
Security management
Capacity management
Financial managementService-level management
Change management
Configurationmanagement
Operations management
Problem management
Incident and servicerequest management
Stable IT
Efficient IT
Adaptive IT
1114 September 2007
HP ITSM and ITIL V3.0
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
Continual ServiceImprovement
ServiceTransition
Change management
Configurationmanagement
Service planning
IT strategy and architecture planning
IT business assessment
Incident and servicerequest management
Operations management
Service build and test
Release to production
Financial management
Service-level management
Availability management
Capacity management
Customer managementProblem management
1214 September 2007
BUSINESS
PLAN DELIVER OPERATE
Service Driven Operations
Consolidated service desk
Asset Management
Procurement
Service request management
Quality Assessment
Consolidated Operations
Portfolio Mgnt
Business Service Management
Program Mgnt
Con
figur
e &
Pro
visi
on
Serv
ice
Dep
ende
ncy
Map
ping
BUSINESS
PLAN DELIVER OPERATE
1. New Service Lifecycle ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
ServiceTransition
1314 September 2007
BUSINESS
PLAN DELIVER OPERATE
Service Driven Operations
Consolidated service desk
Asset Management
Procurement
Service request management
Quality Assessment
Consolidated Operations
Portfolio Mgnt
Business Service Management
Program Mgnt
Con
figur
e &
Pro
visi
on
Serv
ice
Dep
ende
ncy
Map
ping
BUSINESS
PLAN DELIVER OPERATE
1. New Service Lifecycle ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
ServiceTransition
Service StrategyService Design
Service Transition
Continuous Service Improvement
Service Operations
1414 September 2007
Decision SupportConsolidated Demand
IT Financial Management
Service Driven Operations
Consolidated service desk
Request
Incident Problem
Change
Asset Management
InventoryContracts Finance Chargeback
SLM
Vendor mgntCost mgnt
Procurement
Service request management
IT Services/UserNew Applications & Enhancements
Testing
Quality Assessment
Validation
Strategic Projects
Release
Consolidated Operations
Server Storage Network
Portfolio Mgnt
Prioritize
Allo
cate
re
sour
ces Capital
PeopleInfrastructure
Service definition
Business Service Management
B-SLMAnalytics
Program Mgnt
Project
Time
Resource
Con
figur
e &
Pro
visi
on
Serv
ice
Dep
ende
ncy
Map
ping
BUSINESS
PLAN DELIVER OPERATE
1. New Service Lifecycle From definition to delivery
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
ServiceTransition
1514 September 2007
Business Value is defined by Focus Area Voting Results. Each Investment is prioritized based on the area it supports and it’s.impact on key metrics.
Portfolio Prioritization Process
Portfolio Investment MatrixInvestment Matrix
Bubble size = 2H04 $s (Bus and IT)
Minimize Investments
Redefine Strategy & Approach
Take Action –Invest Heavily
0
500
1000
0 500 1000
Readiness
Bus
ines
s Va
lue
Cost ofGoods Sold
Field SellingCost
MarketingCostEnvelopeMarketing &Field SellingCost
Minimize or Redefine Investments
Service
ITIL
ServiceStrategy
Eliminate from portfolio
1614 September 2007
IT Tactical Plan of RecordService
ITIL
ServiceStrategy
A consistent means of reporting results of progress across projects for a business
1714 September 2007
AArchitecture
VisionHArchitecture
Change Management
GImplementation
Governance
CInformation
System Architectures
Requirements
BBusiness
Architecture
EOpportunitiesand Solutions
FMigrationPlanning
Prelim: Framework and
Principles
DTechnology
Architecture
HP EA Methodology, based on TOGAF
• The EA Methodology is adapted from the TOGAF 8.1 Architecture Development Method (ADM)
• The EA Methodology points to HP resources and uses HP terminology, while retaining the intent of the ADM phases
• Emphasizes the preliminary phase through Phase E
• Complementary to the IT Methodology and Project Architecture Review process which provide implementation governance
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceDesign
1814 September 2007
Architecture InitiativesUsing EA Methodology
Using the EA Methodology and IT Methodology Promotes Agility
Phase OpportunityDevelopment Analysis Design Construction Implementation
Application Production
Support
Process
TestingProjectScoping
IT Methodology
Future State (or Target) Architecture
Implementation Programs/Projects
Implemented Solutions
Pre
A B
F E DCG
HReq.
Current State Architecture
Customer Engagement Project Delivery Support
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceDesign
1914 September 2007
Exp.
LegendLegendIT Systems Review Board Funding & Prioritization Decision Point
Exp. Exp. Cap. Cap. Cap. Exp.Funding
MonetaryCost
Phase OpportunityDevelopment Analysis Design Construction Implementation
Application Production
Support
Customer Engagement Project DeliverySupport
Process
Testing
Cap.
ProjectScoping
•Application Landscape•Scope – from charter
•BIM•Workflow Models•Tech. & Info Summary-Draft
•Implementation Readiness Summary
A
AA
A
Change Assessment Lead
External Environment
AMT
Domain Contributors
Domain Architects
ITO EA Program
Cross D
omain C
hange
N o
Yes
Ass
essm
ent L
ead
Not
ifica
tion
Task Assignm
ents
Y e s
N o
No
YesDomain Specific Change
No
Yes
AMT Approva l
Yes
Rejection/Issues/Request for Modifications
No
ExternalChange
Announced
ChangeIdentified
ChangeIdentified
ChangeIdentified
A c t i o nReq?
DetermineAffected
Domains
AssessChange(detailed
level)
AssessChange(detailed
level)
Select
ChangeAssessment
L e a d
I n i t i a t e
AssessmentPro ject
Assemble Results &
Recommendation
Assemble Results &
Recommendation
DomainChange?
CommunicateRecommendation
(EA Community)
ArtifactChange?
ChangeArtifact(s)
ChangeDomainStructure
Communicate
Recommendation(EA Community)
Dra f tChanges
Req AMTApproval?
ReviewProposedChanges
ChangeApproved?
AssessChange(highlevel)
A
•Tech. & Info Summary-Final
Draft
Final
Pathway to Production (P2P)
page 18© 2002 June 4th, 2002ITO Enterprise Architecture
External Services Providers
Application Landscape – WW HR SystemsEXAMPLE 1
H PPeopleSoft 8.1
CompaqPeopleSoft PS Ops. Data
Store (ODS)
Health
Benefits(Hewitt)
RetirementPlan
(Fidelity)
Stock Plan
Payroll(SAP)
Multiple Application Feeds Multiple Application Feeds
New Interface by Day 30 (Temporary) 15 min.
l ag
24 hrs. lag
Payroll(SAP)
DataWarehouse
(GEM)
GL, Cost Ctr.Codes (SAP)
SMTPAddresses(Exchange)
FacilitiesLocations
DataWarehouse
Recruiting Data(RecruitSoft)
InLine
@hp
EnterpriseDirectory
ContingentWorkforce
(Ext. Agencies)
ApplicationsReference File
ApplicationsReference File
Legend:
Asset being retired
Interface across Firewall
Existing Interface
New interface
EAI/Messaging infrastructure
Interface can be retired
Existing AssetData warehouse
Other data store or file
BLUE New asset
Core application
Satellite application
WHITE Intranet or Extranet
External service provider application
Existing Asset being changed
or
Existing Interface being changed
Interface being retiredo r
HP Project Architecture Review ProcessServiceDesign
Service
ITIL
ServiceStrategy
ServiceDesign
2014 September 2007
Definition• Measure of time to deliver against time boxing target durations• Target durations are based on summary phase (Planning,
Development or Warranty) • Phase must be completed to be included in the time boxing
calculation
Result• Percentage of projects on target for each summary phase and
overall
IT Metric – Time Boxing ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
Continual ServiceImprovement
ServiceTransition
2114 September 2007
PAR Metrics and Reporting• A consistent means of reporting results of PAR
Reviews across projects for a business
PAR Metrics are tracked and reported on an enterprise basis.
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
Continual ServiceImprovement
ServiceTransition
2214 September 2007
2. Existing Service Lifecycle
Economic Buyer (Service Consumer)
Order Mgmt Resource Rationalization
Build / Configure Provision
Demand Planning & Mgmt
Inventory & Asset Mgmt
Supplier & Partner Mgmt
Quality Mgmt & Reporting
Ongoing Support Operations
ITIL / ITSM Processes
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
ServiceTransition
2314 September 2007
2. Existing Service Lifecycle
Economic Buyer (Service Consumer)
Order Mgmt Resource Rationalization
Build / Configure Provision
Demand Planning & Mgmt
Inventory & Asset Mgmt
Supplier & Partner Mgmt
Quality Mgmt & Reporting
Ongoing Support Operations
ITIL / ITSM Processes
Service Transition
Service Operations
Service Design
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
ServiceTransition
2614 September 2007
Order Receiver Stock Build Pre-Prod Production Decomm Dispose
ProcurementInterface RFID
Work Flow & Tickets
HPAsset CentreAsset Mgnt
HPService CentreConfiguration
MgntAMDB CMDBLinks Asset to CI to facilitate
Asset lifecycle synchronization
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
ServiceTransition
3. Asset Management Lifecycle Synchronization
Continuous Process Improvement example
Financial Organization
ITOrganization
Quality Issues:• Tracking Age• Tracking Location• Tracking accuracy
Ariba
2714 September 2007
4. Integrated Change and Configuration Lifecycle
Prioritize change requests
Allocate resourcesManage projectTrack approvals
Model functional changes to
ensure quality
BUSINESS
PLAN DELIVER OPERATE
Universal CMDB
Validate performance
against business demand
Manage Service Levels
Business Availability Center
Operations Center Network Management CenterService Management Center
Performance CenterProject & Portfolio Management Center Change and Configuration Center
Quality Center
Analyze change impact
Approve/ reject RFCs
Deploy and verify changes
Record for audit
Simple changes –starting point:
Consolidate/ create RFCs
Manage process via workflow
Manage change status
through release
Identify impacted CIs for each RFC
Incorporate CI information with RFC
Validate CIs updated after change deployment
Discover assets and map dependencies
Monitor change impact to
ensure availability and
performance of services
Complex changes –starting point:
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceDesign
ServiceTransition
3014 September 2007
Application Eco-System DependenciesData
Connectivity
Operating System(s)Soft Partitioning; Dynamic Resource Sharing; Clustering and Load
Balancing; Networking; Workload and Resource Management; OS Security
Server and Storage Hardware Platform(s)Hard Partitioning, Cluster and Interconnect; SAN; NAS; DAS
Load Balancing; Console and Storage Controller Mgmt and Firmware
Network Infrastructure(s)Physical; Logical; Protocols (TCP/IP, IPX, SNA, DECnet, NetBEUI);
TCP/IP Mgmt (WINS, DNS, DDNS, DHCP, Host/LMhost files); Load Balancing; Future - IPV6
Datacenter and Environmental Infrastructure(s)Site Selection, Power, Air Conditioning; Electrical; Space; Site Physical Security (including medical e.g. SARS), Weather and Disaster Planning
3114 September 2007
Application Ecosystem
Discovery System
HP Universal CMDB
HP Universal CMDB Engine: App
Server, RDBMS, etc…
Users
http(s)
http(s)/ http(s)/
Discovery SystemDiscovery Gateway
Discovery Manager Lab 1
Discovery Gateway
RMI RMI
Discovery Manager Lab 2
Discovery of the OSI layers of an Application Eco-system
Sweep10.1.1.0/24&10.1.2.0/24
ICMP10.1.1.23
10.1.1.233
10.1.1.17
10.1.1.94
10.1.1.9810.1.2.182
10.1.2.22210.1.1.1 10.1.2.1
Identify hostsSSH, WMI
SNMP
tcp 8080
tcp 7001
tcp 1433
AIX
Windows 2003
Windows 2000
Linux
AIX
Cisco6000 Cisco
6000Win 2003
Who’s talking To whom?
SNMP, WMI,Telnet, SSH
Apache
Weblogic
SQL Server
Host Details?SNMP, SSH
WMI
APServer02 - Red Hat4 x 1.8 Ghz Intel Pentium IV CPU
-2 GB RAM
- 2 x 40 GB Seagate SCSI III Disks
-Intel 10/100 Network Interface
DiscoverApplicationsJMX, SQL,
WMI
3 42 5 6 7
OSI Layers 1 Physical2 Data Link3 Network4 Transport5 Session6 Presentation7 Application
3314 September 2007
Capturing Application Eco-System RelationshipsMapping of Relationships Types Between Hosts
3414 September 2007
Understanding Application Eco-System RelationshipsCapturing the Application Relationship Attributes
3514 September 2007
Understanding Relationship ImportanceBy Capturing Traffic Volumes, Ports, Clients
3614 September 2007
Continual Service ImprovementITSM Team Skills
ITSM Team Role• IT Lifecycle definition• IT Lifecycle implementation• IT Lifecycle/Process improvement• Process improvement intervention
specialists (Six sigma method)• Black Belt and Master Black Belt
Specialists
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
Continual ServiceImprovement
ServiceTransition
3714 September 2007
Identify• Vision, & Strategy• Tactical Goals• Operational Goals
1. Define what you should measure
2. Define what you can measure
3. Gather the data
Who? How? When?
Integrity of data?
4. Process the dataFrequency? Format?System? Accuracy?
5. Analyze the dataRelations? Trends?
According to plan? Targets met?Corrective action?
6. Present and use the information
assessment summaryaction plans, etc.
7. Implement corrective action
ITIL V3 7-Step Improvement Process
Six Sigma Methodology
Define the improvement area
Measure the process performance over a period of time
Analyze the data to find the improvement areas and root causes
Improve the opportunities areas
Control the process in the improved stage
3814 September 2007
Server Build increased throughput• Less than 5 a day to greater than 40 day• Provision in shared Infrastructure utility in 1 hour
Infrastructure and network test• Decrease change management approval from three weeks to three days
Server Decommissioning• Worldwide process implemented from 30 days to 9 days
On time delivery of projects• ?% - 79%- 90% - currently at 95% OTD
IT Continuous Improvement results ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
Continual ServiceImprovement
ServiceTransition
3914 September 2007
IT Service Management Technology Architecture
Customermanagement
Service Design &
Management
Service development & deployment
Service delivery assurance Financial management
Operations Management
Quote Configure
Order mgmt
Servicecatalog
Configurationmgmt
Changemgmt
SLAmgmt
Assetmgmt
Usagereporting
Businessintelligence
CRM
Workforcemgmt
Usagemediation
ProjectArchitecture
Review
Share pointRepository
Provisionsystem
Incidentmgmt
Problemmgmt
Platformmgmt
Work orderMgmt
SoftwareLibrary
Customer interface and portal
Performance.mgmt
Web services and message broker (HP Service Bus)
Processrules androutingengine
Operationaldatastore
Servicecosting
ServiceDesign
Service
ITIL
ServiceStrategy
ServiceOperation
ServiceDesign
Continual ServiceImprovement
ServiceTransition