itil v3 breakfast briefing

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© Lucid IT 2007 ITIL Version 3 David Favelle Principal Consultant and Director June 2007

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Page 1: ITIL V3 Breakfast Briefing

© Lucid IT 2007

ITIL Version 3David FavellePrincipal Consultant and DirectorJune 2007

Page 2: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Vision

To be the partner the market chooses to help clarify and resolve

IT Management challenges

Page 3: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Service Catalogue

Assessment

Roadmap

Business Case

Coaching & Training

Organisation Change

Organisation Design

Process Design

Process Implementation

Process Improvement

Project Management

Tool Selection

Strategy & Governance Build Run

COBIT VAL IT BSC MSP Prince2 Pmbok

“Thinkers” “Builders” “Operators”

Professional Services

ITIL V3.0MOFISO20000 ISO27000

Page 4: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Programme

! ITIL V3 – The new model ! What happens to my current ITSM capability?! What should my ITSM roadmap look like?! Costs and benefits! Summary! Q&A

Page 5: ITIL V3 Breakfast Briefing

© Lucid IT 2007

But First... ITIL V3 Vs an ITIL V2.1?

! Issues of internal consistency and ambiguity ! Some obvious omissions e.g. Request Fulfilment! Siloed ITIL implementations

! “It’s just an Infrastructure issue”! Evolving IT Governance and Standards in the IT Service

management ecosystem! ISO 20000, COBIT 4

! Islands of ITIL improvements! The need to get holistic and strategic!

! Emergence of Service Lifecycle practices and models were threatening ITIL’s primacy

! All in all – it was too late for an ITIL V2.1

Page 6: ITIL V3 Breakfast Briefing

© Lucid IT 2007

ITIL V 3 – So what’s new?Big stuff, little stuff and bits in between…

Page 7: ITIL V3 Breakfast Briefing

© Lucid IT 2007

The Service Life Cycle

! Service Strategy ! Strategic choices! Policies and objectives

! Service Design, Transition, Operation phases! Progressive stages that

represent change & transformation

! New and changed services! Continual Service Improvement

! Learning and improvement

Service Design

Service

Transit

ion

Service

Operation

Continual Service Improvement

Service Strategy

ITIL

Cont

inual

Serv

ice Im

prov

emen

t

Continual

Service Improvem

ent

Service Design

Service

Transit

ion

Service

Operation

Continual Service Improvement

Service Strategy

ITIL

Cont

inual

Serv

ice Im

prov

emen

t

Continual

Service Improvem

ent

Page 8: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Service Design

Service

Transit

ion

Service

Operation

Continual Service Improvement

Service Strategy

ITIL

Cont

inual

Serv

ice Im

prov

emen

t

Continual

Service Improvem

ent

Service Design

Service

Transit

ion

Service

Operation

Continual Service Improvement

Service Strategy

ITIL

Cont

inual

Serv

ice Im

prov

emen

t

Continual

Service Improvem

ent

ITIL V2 vs. ITIL V3

Service Design

Service

Transit

ion

Service

Operation

Continual Service Improvement

Service Strategy

ITIL

Cont

inual

Serv

ice Im

prov

emen

t

Continual

Service Improvem

ent

Service Design

Service

Transit

ion

Service

Operation

Continual Service Improvement

Service Strategy

ITIL

Cont

inual

Serv

ice Im

prov

emen

t

Continual

Service Improvem

ent

Financial Management

Service Level Management (2)

Availability Management

Capacity Management

ITSCM

Security Management

Change Management

Release Management

Configuration Management

Service Desk

Incident Management

Problem Management

Service Level Management

Financial Management

Availability Management

Capacity Management

ITSCM

Security Management

Service Desk

Incident Management

Problem Management

Change Management

Release Management

Configuration Management

Supplier Management

Measurement and control

Service measurement

Service assessment and analysis

Service Level Management (1)

Service Asset Management

Event Management

Request Fulfilment

Access Management

Knowledge Management

Service Release Planning

Deployment, Decommission and Transfer

Service Portfolio Design

Service Catalogue Management

Strategy Generation

Market Spaces

Service Portfolio Management

Demand Management

ITIL version 3

Page 9: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Service Strategy

! Gives IT organisations strategies to set up the IT organisation to successfully deliver value to the business and effectively compete for the IT Service provider role

! Draws on general service management concepts from outside the IT domain

! Presents models for deriving your IT strategy and gives service economics (commercial) models for understanding your service costs and possible charging mechanisms.

! New ITIL processes such as Demand Management, Service Portfolio Management, and Service Catalogue Management provide guidance for the longer cycle management processes

! Opinion: A well written book that brings together a strong conceptual view of the strategic choices IT Service providers need to be aware of. However, the book does not come with practical Strategy processes and needs to be complemented with a good strategic planning model.

Page 10: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Measurement and evaluation

Strategic assessment Strategy generation, evaluation and selection

Measurement and evaluation

Analyse external factors

Establish objectives

Analyse internal factors

Determine perspective

Form a position

Craft a plan

Adopt patterns of

action

Vision

Plans

Policies

Actions

Service Strategy

Continual Service

Improvement

• Service Portfolio

• Service Design requirements

•Service Transition requirement

•Service Operation requirements

Service Strategy

Page 11: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Service Design

! The Service Design phase contains most of what ITIL V2 calls theService Delivery processes (bar Financial Management).

! The Service Delivery processes have been refined and linked together to form an integrated design model for conversion of strategic objectives into portfolios of services and service assets.

! The design book draws upon concepts from the ITIL 2 Application Management book to present a high level design model (analyse, design, evaluate, procure, develop) that interfaces with the underpinning processes (Service Level Management, Availability, Capacity, ITSCM and Security).

! Contains guidance on the design & development of:! Services and service models! Sourcing models ! Service Management processes and methods! Changes and improvements necessary to increase or maintain value of

a service

! Opinion: A well written book that gives the refinements that the Service Delivery processes needed and provides a very good model for all of IT to set a service up for successful value delivery for the business.

Page 12: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Service Design Phase

Service Design

Designservice solutions

Evaluatealternative solutions

Procurethe preferred

solution

Developthe solution

New Requirements

Service Strategy

Strategies and constraints

Architectures

Measurement Methods

Service Catalogue

Service Portfolio

Service Design Package

Service Transition

Service Operations

Operational New Services

SLM:Policy, plans, SIP, SLRs, SLAs, OLAs, reports

Capacity: Policy, plans, CMIs, reports, sizing, forecasts

AvailabilityPolicy, plans, design criteria, risk analysis, AMIS reports, schedules

IT SCM:Policy, plans, BIA, BCPs, IT SCPs, risk analysis, reports and schedules

Security:Policy, plans, risk, analysis, reports, classification, controls

Supplier: Policy, plans, reports, SCD, contracts

Key Service Design processes

Service Catalogue Mgmt

Service Level Management

Capacity Management

IT Service Continuity Mgmt

Information Security

Supplier Management

Availability Management

Analyserequirements,

document & agree

Page 13: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Service Transition

! This phase of the lifecycle focuses on how to optimise changes to IT services such that the business realises the benefits. The book contains the familiar Change, Release and Configuration Management processes and adds the processes of Service Validation and Testing and Service Knowledge Management.

! The focus is on ensuring that the customer gets optimal use of the new or changed service.

! Guidance is given on:! Enabling business change projects ensuring that customers can integrate a

release into their business processes and services! How to reduce variations in the predicted and actual performance of the

transitioned services! Managing known errors and risks from transitioning the new or changed

services into production! Ensuring that the service can be used in accordance with the requirements and

constraints

! Opinion: A well written book that builds on many of the previous concepts from ITIL V2. It adds further value by providing a model for ensuring the effective execution of the design and optimal “transition in” of new or changed services from the perspective of the business.

Page 14: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Service Transition

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Continual Service Improvement

Change Management (4.2)

Service Asset and Configuration Management (4.3)

Service Transition Planning and Support (4.1)

Oversee management of organization and stakeholder change (5)

Evaluation of a Change or Service (4.6)

Service Strategy

Service Design

Plan and prepare release

Build and test

Service testing and

pilots

Plan and prepare for deployment

Transfer, deploy, retire

Review and close service

transition

Service Operations

Early Life SupportRelease and Deployment Management (4.4)

Service Validation and Testing (4.5)

Knowledge Management (4.7)

Focus of activity related to service transition

Other ITIL core publication

ITIL process in this publication that supports the whole service lifecycle

Point to Evaluate the Service Design

Point to capture Baseline

Request for Change

Page 15: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Service Operation

! The Operations Phase of the lifecycle represents the day to day management of the service.! Incorporates well known ITIL components such as Service Desk, and

Incident, and Problem Management processes! Complemented with Request Fulfilment, Access Management and

Event Management to create a holistic operational model. ! Elements of the Application Management and ICT Infrastructure

Management books from ITIL 2 are incorporated.! Specific guidance is given on how to operate common infrastructure

components including modern concepts such as Service Oriented Architecture (SOA) and Virtualisation.

! Technology management functions and roles are described to give an organisational structure model to complement the process and technology views.

! Opinion: This is a comprehensive text covering the practices required to run effective IT Service operations. The only issue here is the significant volume of the guidance. There is a lot to digest and potentially a vast amount of practices to design, implement and manage.

Page 16: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Service Operations OverviewService Operation Service Transition

Access Management

Service Desk

Incident Management

(Reactive)Problem Management

Change Management

UserIT Operation ManagementTechnical Management

IT Operations Control

Application Management

Facilities Management

Release & Deployment Management

Service Asset& Configuration Management

Knowledge Management

Request Fulfilment

Self-Help

Front-End

Evaluation

Service Validation& Testing

Transition Planning& Support

Event Management

Page 17: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Continual Service Improvement

! Ensure that IT continually align and realign IT services to the changing business needs by identifying and implementing improvements to IT Services that support Business Processes. In addition CSI gives models for maturing the IT organisation and its processes by monitoring and improving the overall health of ITSM as a discipline.

! Incorporates many of the concepts in the ITIL V2 book Planning to Implement Service Management and brings in complementary management frameworks such as Balanced Score Card, Six Sigma, COBIT and CMMi.

! CSI gives guidance on:! Continual alignment of the portfolio of IT Services with the current and future

business needs! Growth and maturity of the enabling IT processes for each Service in a

continual service lifecycle model! How to measure, interpret and take improvement actions

! Opinion: A valuable resource for driving improvement. Many organisations have had to deal with interfacing their ITSM improvement initiatives with other approaches from the business (such as Six Sigma). Now the guidance gives IT a firmer footing with which to discuss improvements with the business. The other significant contribution of this book is the focus on ongoing service improvement. Many organisations have over focussed on process improvements whilst some IT services are in disarray and in obvious need of attention – CSI gives structures and techniques to deal with both.

Page 18: ITIL V3 Breakfast Briefing

© Lucid IT 2007

7. Implementcorrective action

6. Present and use theinformation, assessmentsummary, action plans, etc.

Continual Service Improvement– The 7 step improvement process

Page 19: ITIL V3 Breakfast Briefing

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Improvement actions & plans

Continual Service Improvement

Service Operation

Operational servicesOperational Plans

Service Transition

Transition PlansTested solutions

SKMS

Service Design

SolutionDesigns

ArchitecturesStandards

SDPs

Serv

ice

Port

folio

Serv

ice

Cat

alog

ue

The Business / Customers

Service Strategy

StrategiesPolicies

Resource and constraints

Objectives from Requirements

Requirements

Page 20: ITIL V3 Breakfast Briefing

© Lucid IT 2007

What happens to my Current ITSM Capability?The bathwater has gone but where’s the baby?

Page 21: ITIL V3 Breakfast Briefing

© Lucid IT 2007

What is Your Current Maturity Level?

! If you have just started down the track then there is minimal impact on your investment:! Incremental changes to Service Support processes! Additional processes help you with problems you have to

solve anyway and you will get tighter coupling between Service Desk, Operations and Support teams

! If you’ve completed Service Delivery! Again, minimal impact on your investment! There are now additional linkages to consider! Adopt CSI concepts to drive improvement! Consider aligning whole of IT with a complete lifecycle model

! If you haven’t yet started! Start with a strategy…

Page 22: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Impact on Current Investments (1/2)

! Training! ITIL V2 Certifications will stand! Some non-certification bridging training will be required! New ITIL V3 Foundation /Essentials available in July! New Capability (practitioner) courses will roll out over the next

12 months… watch this space! Tools

! Current tools may need some tuning to accord with minor process changes and additions

! Major tool vendors will offer full lifecycle automation = $$$$$$! Processes

! Current ITIL V2 processes can be incrementally improved in the next improvement cycle with minimal investment

! New processes can be cost justified

Page 23: ITIL V3 Breakfast Briefing

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Impact on Current Investments (2/2)

! Organisational Structures! No need for major re-alignment! Some new roles for consideration

! Governance! The Service Lifecycle model will give structure to IT

Governance and should be used as a basis for maturing the IT Governance model

! CSI can be used in concert with COBIT, BSC and in-house approaches

! Quality Management! CSI can be used with all well known Quality

Management Systems (most are P-D-C-A)

Page 24: ITIL V3 Breakfast Briefing

© Lucid IT 2007

What should my Roadmap look like?If I want to go from Moscow to London which map do I choose?

Page 25: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Improvement actions & plans

Continual Service Improvement

Service Operation

Operational servicesOperational Plans

Service Transition

Transition PlansTested solutions

SKMS

Service Design

SolutionDesigns

ArchitecturesStandards

SDPs

Serv

ice

Port

folio

Serv

ice

Cat

alog

ue

The Business / Customers

Service Strategy

StrategiesPolicies

Resource and constraints

Objectives from Requirements

Requirements

Page 26: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Implementation/Adoption Steps

! Broad Assessment across the whole lifecycle! May have to revisit your IT Strategy! Can use complementary methods like COBIT 4

! Identify process improvement opportunities per lifecycle Phase

! Prioritise, scope and align to business drivers! Implement as a Project for new capabilities and as

part of CSI for incremental improvements:! Structural – New roles and re-alignment! People – Skills and org change! Process – Design, Develop, Implement! Tools – Tuning based on process change

Page 27: ITIL V3 Breakfast Briefing

© Lucid IT 2007

ITSM Implementation Framework

Plan

Vision

Assessment

Strategy &Objectives

Business Case

Go/No Go

Implement

ImplementationPlanning

Process Design

Build

Transition

Functional Specification

ToolEvaluation &

Selection

Go Live

Maintain & Improve

ServiceImprovement

Communication and Training

Gov

ern

ance

Organisational Alignment Maintain

Business Drivers

Roadmap

Page 28: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Problem Management

ITSM Implementation Programme

Change Management

SD/Incident Management

Service Catalogue Management

Tools Implementation & AlignmentTime

Programme Management

Service Asset and Configuration Management

Release and Deployment Management

Organisational/Cultural ChangeStructural Alignment

Request Fulfillment

Event Management

Knowledge Management

Service Level Management

Strategy

Operations

Transition

Design Availability Management

Capacity Management

Page 29: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Costs Vs Benefits Equation

! The complete model is best viewed as a vision! Achievable through a staged approach

! ITIL V3 is big enough to choke your organisation if you try to do it all at once! Take small bites from the smorgasbord

! Best value will be achieved through judicious selection of ITIL V3 based improvements that have a strong business case

! Indiscriminate application of lifecycle automation tools can very quickly erode the ITIL V3 ROI

! Develop a Service Strategy to guide your ITIL V3 plans

Page 30: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Final Word…Did they get it right?

Page 31: ITIL V3 Breakfast Briefing

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SWOT! Strengths

! Complete and interconnected model! Technology savvy! Practical (mostly)! Complementary with COBIT, ISO 20000 and Project Management

methods ! Weaknesses

! “Digestibility” (due to size and complexity)! Abstraction and commercial focus of Strategy book

! Opportunities! To mature ITSM as a strategic asset! Use ITIL V3 as a next step in IT organisational development! Cherry pick from ITIL V3 to meet your improvement priorities

! Threats! Hijacking by tool vendors! Too hard basket! Attempts to “implement” it

Page 32: ITIL V3 Breakfast Briefing

© Lucid IT 2007

Summary

! ITIL V3 is a generational leap forward! The lifecycle model offers an approach to drive value

out of IT investments! The process updates and additions are great! Take some time with ITIL V3 before moving forward

! Grow your internal expertise! Talk to your vendors! Craft a strategy

! Don’t plan to “Implement it” in its entirety!! Use it as both a Vision and a reference model

Page 33: ITIL V3 Breakfast Briefing

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Questions