ITIL v3 The Evolution of Best Practice

David Cannon ITSM Practice Principal

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Agenda

A New Definition of Service

Some themes from ITIL v3

A New Definition of Service

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

The Evolution of IT Service Management

Service Management ITIL v3 Focus: Business-IT Alignment & Integration Service Mgmt for Business & Technology Automated and Integrated Operations Strategy and Portfolio Governance Continuous Improvement Focus: Quality and Efficiency of IT Processes IT is a service provider IT is separable from business IT budgets as expenses to control

Strategic Partner

IT Service Management ITIL v2 IT Infrastructure Management ITIL v1

Role of IT T

Service Provider

Technology Provider

Focus: Stability and Control of the Infrastructure IT are technical experts IT concerned with minimizing business disruption IT budgets are driven by external benchmarks
Time

What is an IT Service (v2)?

A set of related functions provided by IT systems in support of one or more business areas This Thi service can b made up of h d i be d f hardware, software and communication facilities, but is perceived by the business customers as a selfcontained, coherent entity

Service Components

As Seen by the C stomer b Customer

Process Orientated Working

The Problem with Processes

Processes help to organize work better They are aligned to activity and output, not necessarily to value You have to know what you want to achieve, or else assume that the customer does Processes are not strategic Bottom line: Managing IT needs more than just a set of processes, people and tools

Definition of a Service (v3)

A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks

The ITSM Lifecycle

The ITIL v3 Books

New Books New Thinking g

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Service Strategy gy

Value and Services

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Using Services to Achieve Business Outcomes

Leverage

Leverage

Supporting Business Outcomes

Product Manager Productive capacity

Service Catalogue C t l
Well-served demand

Underserved demand

Unserved demand

2006-2007 Crown Copyright.

Service Portfolio
Service Knowledge Management System Service Portfolio
Service Lifecycle Service Status: Requirements Defined Analyzed Approved Chartered Designed Developed Build Test Release Operational Retired

Service Pipeline

Service Catalogue

Customers/Users only allowed access to services in this range

Retired R ti d Services

Service Design g

Building Services to meet Business Outcomes

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Service Design Processes

Availability Management Information Security Management

Supplier Management

Capacity Management

Service Level Management

Service Level S i L l Management

Service g Catalog

Service Portfolio

Service Catalog Management

Service Transition

Validating Services and Building Knowledge

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Change Activities
Create RFC

Upda change and co ate onfiguratio in CMS on S

Role
Change proposal (optional) Record th RFC R d the
Initiator Change Management g Requested

Review the RFC

Ready for evaluation

Authorize change proposal

Change Authority

Assess and evaluate change

Ready for decision

Work orders

Authorize change
Authorized

Change Management g

Plan updates
Scheduled

Work orders

Evaluation report

Change Managemen t

Co-ordinate Change Implementation

Implemented

Change Management

Review and close change record

Closed

Service Knowledge Management System

Wisdom ability to make decisions Presentation Layer Knowledge Processing Layer Information Integration Layer Data and Information

Service Knowledge base Configuration management system CMDB

CMDB

DML

Service Operation

Delivering on the Promise

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Service Operation Processes & Functions

Self Help
User

Request Fulfillment
Request or Incident?

Access Management g Problem Management

Incident Management M t
User

Service Desk

Event Management
Common Service Operation Activities

Services

Technical Management

IT Operations Management

Application Management

Context - Monitor Control Loop

Norm

Control

Compare

Monitor

Input I t

Activity A ti it

Output O t t

Complex Monitor Control Loops

Norm

Control

Compare

Monitor
Norm Norm Norm

Control

Compare

Control

Compare

Control

Compare

Monitor

Monitor

Monitor

Input

Activity

Output Input

Activity

Output Input

Activity

Output

Context - The ITSM Lifecycle

IT Man nagers, Vendor Ac V ccount Ex xecs, IT Execs E Business Executives, Business Unit Managers, Customers
Service Strategy
Portfolio, Standards, Architectures

1 Service Design
Tech Architectures, Performance Stds

2 Service Transition 3

Continual Service Improvement

Users s

Norm

Norm

Norm

Control

Compare

Control

Compare

Control

Compare

Monitor

Monitor

Monitor

Input

Activity

OutputInput

Activity

OutputInput

Activity

Output

Technical Experts, Vendor Support, IT Operational Staff

Event Management Logging and Filtering

Exception

Filter

Warning

Information

Event Management Managing Exceptions

Incident Incident Management

Exception

Incident/ Problem/ Change

Problem

Problem Management

RFC

Change Management

Event Management Information and Warnings

Do any one or y combination of
Incident/ Problem /Change

Incident I id t Problem

RFC

Alert Warning Auto Response

Human Intervention

Information I f ti

Log

Service Operation Processes

Event Management

Incident Management M t

Incident Management Self H Help Request Fulfillment

Functions

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

Service Operation Functions

Service Desk IT Operations Management

Technical Management
Operations Control Facilities Management

Application Management

Common SO Activities

Mainframe Management Server Management Network Management Storage and Archive Database Ad i i t ti D t b Administration Directory Services Management Desktop Management Internet / Web Management e e eb a age e Etc.

The Application Management Lifecycle

Requirements

Optimize

Design

Operate

Build

Deploy

The Application Management Lifecycle

Requirements

Optimize

Design

Operate

Build

Deploy

Continual Service Improvement

Staying Relevant and Growing with the Business

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice

The Continual Improvement Process

Identify Vision, & Strategy Tactical Goals Operational Goals 1. Define what you should measure

7.

Implement corrective action

2.

Define what you can measure

Goals
6. Present and use the information assessment summary action plans etc plans, etc. 5. Analyze the data Relations? Trends? According t plan? A di to l ? Targets met? Corrective action? 3. Gather the data Who? How? When? Integrity of data?

4. Process the data Frequency? Format? F ?F t? System? Accuracy?

Questions?

2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice