Silvio Chelli

Diretor
itSMF Brasil
silvio.chelli@itsmf.com.br
+55 11 9226-0968
 Agenda

Resumo do Projeto ITIL Refresh

Contedo dos 5 livros centrais do ITILv3
Novo esquema de Qualificao
Perguntas e Respostas
 ITILv3 Refresh Project

Projeto de reviso
iniciado em 2004
Sharon Taylor
como
Chief Architect
 Coleta de opinies

Sete Workshops em duas semanas incio de 2005

Mais de 100 empresas pblicas e privadas estavam
representadas
530 indivduos responderam aos questionamentos e
enviaram mais de 6000 comentrios
Captulos do itSMF realizaram workshops com seus
associados
Noruega, Sucia, Dinamarca, Itlia, Alemanha, Japo
Os principais empresas da indstria contribuiram com
suas opinies
HP, Microsoft, Fujitsu, Accenture, CA, EDS, IBM e muitas
mais
 Concluses
Melhoria na consistncia estrutura, processos, etc.
Adicionar modelos de processos para todas as disciplinas
Incluso de exemplos, estudos de caso e modelos
Guias de implantao
Escalabilidade contemplar pequena, mdia e grandes
empresas
Relacionamento com demais melhores prticas como
CobiT, CMM
Mais benefcios ao negcio e a divulgao do ITIL
Melhores exames, mais qualificaes, mais consistncia
Guia em como selecionar aplicativos
Termos e definies consistentes
 ITIL V2
Planejamento para Implementao do A
O Gerenciamento de Servios
Gerenciamento de Servios
T
N e
Gerenciamento c
e Perspec- Suporte ao da Infra-estrutura
tiva Servio TIC n
g do o
Negcio Entrega Gerenciamento l
de Servios o
c da Segurana

i Gerenciamento g
de Aplicao i
o a
Fornecedores
 Suporte e Progresso

Patrocinado pelo OGC

Suportado pelo itSMF International, TSO, ISEB e EXIN
Participao internacional no controle de qualidade,
governana, escopo e contedo por meio do ITIL
Advisory Group (IAG)
Requerimentos foram divulgados e discutidos
Autores em pares e suportados por mentores
ITIL v3
 Abordagem de Ciclo de Vida
Business
Need

IMPROVEMENT
Requirements
Definition

Optimization Design Evaluation

Develop, Build
Operation Procurement
and Test

Deployment

Retirement
 Tomadas de decises
prticas
Ecossistema de Negcios

De cadeia de valores a rede de valores

Processos adaptveis para os clientes,

servios e estratgias

Vnculo com padres e prticas externas

Gerenciamento das incertezas e

complexidade
CIOs
Gerentes de TI Aumento da vida econmica dos servios
Consultores
Prticos Selecionando, adaptando e se ajustado s
Fornecedores melhores estratgias de Servios em TI
 What is the service strategy of ITILv3?

It is a model whereby the strategy

begins with the customers desired
outcomes.

Customers dont buy products, they

buy the satisfaction of particular
needs.

This means that what the customer

values is often different from what the
service provider thinks he or she
provides.

Acknowledges that every service

provider is subject to competitive
forces.
Service Strategy sits at the core of
the new ITIL v3 Service Lifecycle
 Strategy
Looks at the business needs and develops the
strategy to enable the business requirements
The essence of developing a strategy is choosing
what not to do
The starting point for organisational design is
the strategy
Service Portfolio Management
Financial Management
Demand Management
 Service Portfolio Management

Describes a providers services in business value terms

Central repository of information about all services
throughout lifecycle, including conceptual services
Provides a means for comparing service competitiveness
across alternative suppliers
Answers key business questions :-
Why should a customer buy these services?
How much should we charge for our services?
What are our strengths, weaknesses, priorities and risks?
Requires cost inputs from Financial Management
 Planejamento Pragmtico
dos Servios
Polticas, Arquitetura, Portfolios, Modelos de
Servios

Tecnologia Efetiva, design de processos e

mecanismos de medio

Outsource, servios compartilhadas,

modelos de co-source? Como decidir &
Como faz-lo?

Pacote de servios para servios bsicos,

Gerentes de TI
garantias, capacidade, estrutura de mtricas
Consultores
Prticos
Motivadores para re-design
Outsourcers
Fornecedores
 Service Design

Definition:
'The design of appropriate and
innovative IT services, including their
architectures, processes, policies and
documentation, to meet current and
future agreed business requirements'
 Service Design

Business Business Business Business Business

Process Requirements Process Process Benefits
Change & Feasibility Development Implementation Realisation
IT Service
Requirement IT Service

IT Service Lifecycle
 Elements of Design

People

Processes Products /
Technology

Partners /
Suppliers
 The five aspects of
Service Design
Design of the service solutions
Design of the Service Management tools
Design of the technology architectures and
management systems
Design of the processes
Design of the measurement systems, methods
and metrics
 Service Design
There is a requirement to design all processes
Processes covered in detail:
Service Level Management
Availability Management
IT Service Continuity Management
Supplier Management
Information Security Management
Capacity Management
Service Catalogue Management .
 Gerenciando Mudanas,
Riscos e Garantia da qualidade

Design renovado dos processos de

Mudanas, Liberaes e Configuraes

Garantia da qualidade e riscos do design

Gerenciamento da Organizao & mudanas

culturais durante a transio

Sistema de Conhecimento em
Gerenciamento de Servios
Gerentes de TI
Consultores Integrao dos projetos na transio
Prticos
Outsourcers Criao & seleo de modelos de transio
Fornecedores
 Transition
Objective of Service Transition
To implement service designs so that service operations can
manage the services and infrastructure in a controlled manner
according to plan
SKMS is part of knowledge management and a subset of
this will be the Configuration Management System that
includes the CMDB
Processes covered in detail
Service Asset and Configuration Management
Change Management
Release and Deployment Management
 Knowledge Management

Broader concept than

Configuration covering a
Wisdom
much wider base of
information Understanding
The right information
to the right people at Knowledge
the right time Information
Referenced throughout
ITIL lifecycle Data
 Service Evaluation
Evaluates the performance of a change in the
context of existing and proposed services
Compares actual performance against predicted
performance
Evaluates the intended and unintended effects
of a change
Evaluation reports fed back to Change
Management highlighting areas of concern with
remediation plans
 Servios disponveis e
de bom desempenho
Prticas robustas de operao de servios
por completo

Processos de Incidentes e Problemas

reformulado

Novos processos e funes

Gerenciamento de Eventos, tecnologia e

pedidos
Gerentes de TI
Consultores Influenciador da estratgia, transio e
Prticos melhoria
Outsourcers
Fornecedores SOA, virtualizao, adaptativo, modelos de
operaes de servios
 Service Operation
Service Operation is the phase in the IT Service
Management Lifecycle that is responsible for business as
usual activities
Service Operation is neither an organisational unit nor a
single process but it does include several functions and
many processes & activities
Processes documented in detail
Event Management
Incident Management
Problem Management
Request Fulfilment
Access Management
 Event Management
Scope covers more specific events rather than
general monitoring:-
Early detection of incidents
Exception alerts or status changes
Provides the basis for automated operations
Events classified according to significance e.g.
Informational, Exception or Warning
 Medies que significam algo
e melhorias que funcionam

Proposta de negcios

Sade geral do GSTI

Alinhamento Portfolio com as

necessidades de negcio em tempo

Crescimento e maturao das

prticas de Gerenciamento de
Gerentes de TI Servios
Consultores
Prticos Como medir, interpretar e executar
Outsourcers com base nos resultados
Fornecedores
 CSI Measurement and Reporting
The 7 step improvement process
Identify 1. Define what
vision and strategy
tactical goals you should
operational goals measure

Supported by SLM
7. Implement 2. Define what you
corrective action can measure

GOALS
6. Present and
use the information -
summary, plans etc
Supported by SLM
5. Analyse the data -
relations, trends,
etc
3. Gather the data -
who, how, when?
Check integrity
4. Process the data -
frequency, format
system, accuracy?
 CSIP
What do we Business Vision
want? and Objectives

External
What do we
and
need? Internal drivers
Does it still meet
our
wants and needs What can we Business Budgets
afford? IT Specification

What will we IT Perception of

get? customer expectation

Delivery
What did we
and perception
get? of service
 CSI Processes

Measurement & control

Service Measurement
Service Assessment and Analysis
 CSI
The primary purpose of CSI is to continually
align and re-align IT services to the changing
business requirements
You cannot manage what you cannot control
You cannot control what you cannot measure
You cannot measure what you cannot define
 Processos que apoiam o
Ciclo de Vida de Servios
Service Lifecycle Governance Processes
Service StrategyProcesses
IT Financial Management
Demand Management
Service Portfolio Management
Strategy Generation
Supplier Management
Service Lifecycle Processes
Continual Service Improvement
Processes
SevenStep Improvement
Process
Service Level Management (
Service Asset and Configuration Management
Operational Service Lifecycle Processes
Service Design Processes Service TransitionProcesses Service OperationProcesses
Service Catalogue Management
Service Level Management
Availability Management
Capacity Management
Service ContinuityManagement
Information Security Management
Change Management
Knowledge Management
TransitionPlanning
Release and Deployment Management
Evaluation and Early Life Support
Event Management
Incident Management
Request Fulfilment
ProblemManagement
Access Management
CommonService Operation
Activities
 V3 Expandindo a Sinergia
CMMI

TOGAF
ISO/IEC
20000
eTOM
SOX
Six Sigma
ISO/IEC
PMBOK
17799
PRINCE2
ISO/IEC
19770
SOA

COBIT

M_o_R
V2 benefits brought forward to V3
Broader outreach to external practice partners
COBIT, ISO/IEC20000, MOF, etc.
Continued alignment to emerging standards
Complex service challenges made easier to meet
Continued growth of non-proprietary practice
Ongoing commitment to industry partnerships
 V3 Como ir afetar voc?
Clientes Padres
Qualificaes Fornecedores Alinhado ISO/IEC 20000
Novo esquema
Provedores de Servios Vnculos com Segurana
Melhoria na Aprendizagem
Status Quo Vnculos com Ativos
Upgrading Vnculos com Governana
Mais opes Mais flexibilidade

Sua prtica de ITSM

Maior escopo para sua prtica
Maior flexibilidade para adoo e escolha
Atualizado com o mercado e com a realidade ITSM
Complementa outras prticas comumente utilizadas
Fcil de iniciar, operar e maturar
Relevante aos problemas e oportunidades reais
Melhoria na habilidade de provar o RDI do ITSM
 Qualificaes V3
Gesto Global das Certificaes
Painel Global de Examinadores est criando o novo
esquema de qualificao
Institutos de Examinao Credenciados
Exames que se encaixam a propsitos especficos
Organizaes de treinamento auditados
Um nico padro para os exames
Flexibilidade e poder de escolha.
 Qualificaes V3
Advanced
SM
Professional
Diploma

PR
ITIL Diploma

OC
E
D

SS
SE

Managing through the Lifecycle

/R
BA

OL
E

ITIL Service ITIL Service

CL

E
BA
CY

Lifecycle Modules Capability Modules

SE
FE

D
LI

ITIL Foundation for Service Management

Qualificaes V3
Qualificaes V3
 Em resumo
Com o ITIL V3 ser MUITO MAIS difcil

Todos os processos ITIL esto na V3

V3 mostra o que fazer e mais em como faz-lo

V3 ir transformar sua viso de ITSM

V3 tornar nossas vidas mais fceis.

 V3 O que esperar
Todos os benefcios da V2 na V3
Verso globalizada e em vrios idiomas
Adies contnuas e tpicos complementares
Ampliar o apoio recebido pelos profissionais
Alinhamento contnuo com padres emergentes
Desafios inerentes a servios complexos sero mais
fceis de ser atingidos.
Crescimento contnuo de uma prtica no proprietria
Comprometimento contnuo com as parcerias na indstria
Perguntas
e
Respostas
 Macfarlane
itSMF International
Silvio Chelli
Diretor
itSMF Brasil
silvio.chelli@itsmf.com.br
+55 11 9226 0968