the future of it service management
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24 Maio
ReitoriaUNL
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The Future of IT service Management(Best practice and standards)
Colin Rudd FISM,FBCS, CITP, CEng, FIITT
IT Enterprise Management
Service Ltd.
ITIL lead author and
mentor
Vice Chair itSMF UK
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Agenda
ITILthe books
ISO the standard
Industry practice
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Introduction
ITILV3 was published in June 2007
Users from around the world provided feedback for the ITILprogramme of
continual improvement
Over 500 issues relating to the core publications were raised in the ChangeControl Log
Following analysis of these, together with views transmitted back to OGC, TSO
and APMG from trainers and users, the ITILChange Advisory Board (CAB) and
OGC have agreed that the effectiveness and usefulness of ITILwould be
improved by providing an updated Version 3.
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The ITIL Update
The ITIL
Update project will update contentto make the guidance more usable
The project will not produce a new version of
ITIL
, but rather the next edition, as part ofthe normal OGC cyclical update process
With a new edition, the framework itself remains largely
unchanged
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The ITILUpdatewhat is in scope?
In scope:
Clarifying concepts, roles & responsibilities
Ensuring consistent presentation of processes
Standardize glossary definitions & their use in text
Improve accessibility of Service Strategy
Out of scope:
Any changes that would invalidate current use of ITIL,either in adoption or certification
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The ITIL Updatesome of the
changes
Role descriptions Examples
Improved and reorganized Metrics (CSFs And KPIs)
Examples based on current trends Updated glossary
Consistent book chapter structure
Lifecycle inputs and outputs
More process flow or activity diagrams
Enhanced function descriptions
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Public Quality Reviews
In August/September 2010 - the first public review of the updatedpublications took place.
93% of reviewers agreed that the project is within scope
96% of respondents did not think that the changes would invalidate thecurrent use of ITIL, indicating, as hoped, that the improvements made havebeen for clarity and consistency.
100% of respondents agreed that the publications are easier to use thanthe previous edition.
In December 2010/January 2011 the second public review took place:
The updated ITIL publications are an astounding improvement they givethe reader a much clearer appreciation of the processes and stages of the
ITIL lifecycle. Ryan Fraser, HP
Strategy is now so much more accessible. It flows, it links and it is nowjoined to the other stages of the lifecycle so much more effectively.Helen Sussex, Logica
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Communicating Changes
A Summary of changeswill be free to download upon
publication, informing the community of the changes that
have been made. This will not be possible for Service Strategy
because of the nature of the update to this title. Instead, a
different briefing document will be made available.
The updated core text will be available to everyone with an
active online subscription, at no additional cost.
Main translations targeted to be available six months after the
English versions
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Further Information
Further information is available at:
www.best-management-practice.com
To see the ITIL Change control log, see
www.best-management-practice.com/ChangeLog/
To keep up-to-date with all developments, simply register for the ITIL ElertService at www.best-management-practice.com/ITILRegister
The scope and FAQs:http://www.best-management-
practice.com/Knowledge-Centre/News/ITIL-News/.
Chinese, Danish, Dutch, French, German, Japanese, Portuguese, Spanish andSwedish Scope and FAQs: http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942
http://www.best-management-practice.com/http://www.best-management-practice.com/ChangeLog/http://www.best-management-practice.com/ITILRegisterhttp://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/http://www.best-management-practice.com/ITILRegisterhttp://www.best-management-practice.com/ITILRegisterhttp://www.best-management-practice.com/ITILRegisterhttp://www.best-management-practice.com/ITILRegisterhttp://www.best-management-practice.com/ITILRegisterhttp://www.best-management-practice.com/ChangeLog/http://www.best-management-practice.com/ChangeLog/http://www.best-management-practice.com/ChangeLog/http://www.best-management-practice.com/ChangeLog/http://www.best-management-practice.com/ChangeLog/http://www.best-management-practice.com/http://www.best-management-practice.com/http://www.best-management-practice.com/http://www.best-management-practice.com/http://www.best-management-practice.com/ -
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ITIL qualifications
No change to the structure of the scheme
Managers bridge finishes June 2011
ITIL
Master: enters Beta pilot All other ITILV3 qualifications will be updated
to reflect new content. Minimal change but
updated syllabus and exam papers should be
available later this year
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StandardsISO/IEC 20000
Now consists of five parts:
ISO/IEC 20000-1: 2005: Service Management specification
ISO/IEC 20000-2: 2005 : Code of Practice for Service Mgmt
ISO/IEC 20000-3: Guidance on scope definition and applicabilityof ISO/IEC 20000-1
ISO/IEC 20000-4: Process reference model
ISO/IEC 20000-5: Exemplar implementation plan for ISO/IEC20000-1:
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StandardsISO/IEC 20000
Future developments:
ISO/IEC 20000-1: 2011: Service management system
requirements (April 2011)
ISO/IEC 20000-2: Guidance on the application of service
management systems (six months?)
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Service management system Management responsibilityEstablish the SMSGovernance of processes
Documentation management
Resource management
Design & transition of new or changed services
Resolution Processes Relationship Processes
Incident & Service Request Management
Problem Management
Business Relationship Management
Supplier Management
Service Delivery ProcessesCapacity ManagementService Continuity &
Availability Management
Service Level Management
Service Reporting
Information Security
Management
Budgeting &
Accounting for servicesControl ProcessesConfiguration Management
Change ManagementRelease & deployment management
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ISO/IEC 20000 certification
The itSMF UK scheme is now operated by APMG
There are over 40 RCB organisations operating
within the scheme
There are over 600 organisations certified
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ISO/IEC 20000 qualifications
The itSMF UK scheme is also now operated by
APMG, with three qualifications:
Foundation
Auditor
Practitioner
These qualifications are currently being
updated to reflect the contents of the revised
Part 1 of the ISO/IEC 20000 document
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Practice - Today
Most organisations focus on the:
Operations, Transition and Improvement stages ofthe lifecycle
The processes
The functions
Over 600 organisations from 50 countrieshave achieved certification against theISO/IEC 20000 standard
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PracticeShort term
Organisations will in the future:
Rationalise and consolidate the Operation and
Transition activities
Start to move to the earlier stages of the service
lifecycle, more emphasis on Service Strategy andDesign
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PracticeLonger term
Moves towards:
An emphasis more on Service Management and
Business Service Management rather than IT
Service Management
Increased focus on service value and valuemanagement
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Achieve business integration
Organisations will try to: Gain greater business involvement and achieve
true business integration with business
ownership and the use of true business metrics
Move into other areas of service management:
Culture, relationships, organisation
Focus more on value management
Adapt to processes to meet the challenges of new
technology e.g. managing the cloud
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Other areas of service management
1,5 2,5
3,5
2,5
3,5
1,5
1,5
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
VISION AND GOVERNANCE
STRATEGY AND STEERING
PROCESSES
PEOPLEPRODUCTS AND TECHNOLOGY
CULTURE, SERVICE AND ATTITUDE
ORGANISATION, COMMUNICATION &
RELATIONSHIPS
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The Business
The IT Service lifecycle
Service
Pipeline
RequirementsDefined / documented
Analysed /designedApproved
Business Analyst / Relationship Manager
The Service Portfolio
Service
Catalogue
DesignedDeveloped
BuiltTest
Project Manager
OperationalReleased
Service Owner
Business
Requirements
& Feasibility
Business
Process
Change
Business
Process
Development
Business
Process
Implementation
Business
Benefits
Realisation
IT Service
Requirement
Requirements /
Initiatives
Business
value
delivered
from the
service
Value management and
the service lifecycle
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Other drivers
Cloud computing: particular focus on the
areas of:
Service performance, security and availability
Data ownership
Leaner processes, with greater agility, less
control and bureaucracy
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Summary
Evolution rather than revolutioncontinual
improvement
Practice drives theory drives practice
Greater focus on business integration, qualityand value
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The Future of IT service Management
Colin Rudd FISM, FBCS, CITP, CEng, FIITT IT Enterprise Management Service Ltd.
ITIL lead author and mentor
Vice Chair itSMF UK
Any questions ?
i tSMF Portugal
Lisbon May 2011