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HP OpenView Service Desk+ Alignability Process Model= ITIL Out of the Box?

Marc Gumbold, ITC GmbH

Tutorial id: fr-0900/4

2 April 10, 2023

Questions• In a medium-size IT organisation (< 100 staff), can you

successfully implement ITIL processes „out-of-the-box“?

−„out-of-the-box“ means:ready-to-use ITIL process model andready-to-use, corresponding tool configuration.

• How long would it take?

• How good are the processes implemented?

• What are real-life experiences made byM. DuMont Schauberg (newspapers, books)?

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M. DuMont Schauberg, Cologne

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M. DuMont Schauberg, Cologne

• Newspaper production is 100% IT.

• IT organisation at M. DuMont Schauberg, “Systemtechnik”:−approx. 70 employees, also covering application support−delivering IT availability 7 days per week−2000 PCs, > 200 heterogeneous servers−not only newspaper business, also support of other companies of

the group, e.g. DuMont Buchverlag−additionally substantial external customers, both within (Bonner

Generalanzeiger) and outside industry (hotel, insurance company)

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M. DuMont Schauberg, CologneInitial Situation

• Self-developed help desk tool, focussed on working on client PC problems.

• No ITIL processes.

• Major ITIL thoughts (thinking in IT services, effiency gain = cost reduction) found favour within IT management.

• However precise instructions where sought for IT staff to work with(ITIL provides more „what“ than „how“).

• Quick wins were essential. Otherwise the subject would loose momentum, and would die. Goal was to build a foundation very rapidly, in order to letIT staff realise benefits very soon – and be able to further add to it later on.

• Lowest possible burden on IT employees caused by theory.

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ITIL “Out of the Box”

7 April 10, 2023

ITIL „Out of the Box“We use AlignabilityTM from Service Management Partners,

Alignability is an ITIL-based

process model,

is delivered with corresponding

tool settings,

and requires a certain

implementation method.

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Alignability: Process Model

The Alignability Process Model providesfield-proven processes for the delivery and supportof IT services.

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Alignability: Process Model, Role Model

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• The Alignability Process Model is available with tool settings for HP OpenView Service Desk and ServiceCenter.

• The tool settings…… are used to automatically configure the customer’s service

management application to optimally support the Alignability processes.

… help avoid data entry mistakes and ensure that all audit requirements are met.

… can be adjusted by customers to maintain the Alignability Process Model.

• The Alignability Process Model is anHP OpenView Authorized Product.

Alignability: Tool Settings

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„ITIL Out of the Box“ BenefitsLower your learning curve

− Alignability combines the learnings from more than 100 service management implementations in over 30 countries.

Eliminate process definition risk & effort− Reduce duration of definition of Service Support processes

by 4 to 6 months.

− Risks: Endless discussions, frustration, self-appointed ITIL gurus, …

− Example, large German retailer: Realisation of Change Managementtook approx. 200 mandays.

Eliminate tool configuration risk & effort − Save 20-40 (or more) mandays of tool configuration.

− Eliminate risk of developed processes not being fully supported by service management application.

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„ITIL Out of the Box“ BenefitsWeb portal with 4-level structure allows quick navigation(max. 3 mouse clicks), and provides detailled“Work Instructions” for tool use on level 4.

• Higher degree ofuser-acceptance.

• Reduction in trainingrequirement from anaverage of 2 full daysto just 1 day per person.

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Alignability: Standard Implementation Plan

−Covers the implementation of the Service Support processes.

−Allows for the customization of the Alignability Process Model and the service management application settings.

−Takes approximately 12 weeks to complete.

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Alignability: Implementation Prerequisites

Examples of prerequisites that are required to be able to successfully complete the service management implementation:

1. Unconditional Management (CIO) Support.

2. Manager of support groups participate in process workshops.

3. Participants of process workshops are empowered to make decisions.

4. Decisions made during the workshops do not require subsequent approval, and are binding until one month after the transfer to production.

5. Manager of support groups form initial CAB.

6. Employees and long-term contractors will attend the awareness sessions, the workshops and training courses.

7. Accurate and complete CMDB data is provided by the organization.

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Does it Work in Real Life?

16 April 10, 2023

Alignability at M. DuMont SchaubergProject „IT Service Management

Implementation“

• June to September 2006, in parallel to any daily duties.

• Implementation of all ITIL Service Support processes with Alignability and HP OpenView Service Desk 4.5.

• Establishment of an ITIL-compliant Service Desk.

• Migration of all data available in the help desk.

• Project team: 3 persons of M. DuMont Schauberg staff, 1 consultant.

Effort

• approx. 30 days of external consulting

• approx. 80 mandays of M. DuMont Schauberg

• approx. 5 days of training for 60 IT staff

• IT staff has been ITIL Foundation-trained− was of some help, but looking back

was not essential

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Alignability at M. DuMont SchaubergResults 1/3

• Transparency gain on internal work flows

−for every single employee

−for the head of group

−for IT management

−less ping-pong effects, more clear responsibilities/accountabilities

• ITIL Service Desk providing support for all IT Services

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• Incident Management

−introduced very completely

−high breadth covering all IT groups

−highly accepted by IT staff

−users only hardly refrain from beloved „hey joe“ support

• Problem Management and Change Management

−substantially better than before

−still mostly driven by single persons

−working relationships problems:incidents, changes:problems, incidents:changes

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• Configuration Management

− rudimentary, but constantly improving

− incident closure forces CI entry

− guessed 5-10% of incidents without CI (caused by ignorance), but percentage decreasing, substantially better than before!

− From the very start IT service hierarchies have been part of the CMDB: business services, operational services, applications, client PCs, servers, …

• Very solid base for Service Level Management and Financial Management:

− established service catalog

− service hierarchies

− attributable costs

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How good are the processes?

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Measuring Process Quality• ITIL (v2) does not provide a maturity model.

• CobiT defines …

… a maturity model, similar to CMMI, but already specifically adapted to each process.

… 34 IT processes across four domains – covering a substantially broader scope than ITIL Service Support and Service Delivery.

… a range of Control Objectives for every process, highlighting important aspects within every process.

… KPIs (Key Perfomance Indicators) and KGIs (Key Goal Indicators) for measuring performance and goal achievement of processes.

… „what“ („best practice“) even less than ITIL. CobiT focusses on auditing and revision aspects.

• We use CobiT 4.0 as a tool for measuring the maturity level of an ITSM implementation.

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CobiT 4.0: Maturity Model• Assessment of IT process capability.• Specifically worded for each of the 34 CobiT processes.

• Levels 0 to 50: non-existing

1: initial/ad-hoc

2: repeatable, but intuitive

3: defined

4: managed and measurable

5: optimised

AI 6 – Manage Changes…3 Defined Process when

There is a defined formal change management process in place, including categorisation, prioritisation, emergency procedures, change authorisation and release management, and compliance is emerging. Workarounds take place and processes are often bypassed. Errors may still occur and unauthorised changes occasionally occur. The analysis of the impact of IT changes on business operations is becoming formalised, to support planned rollouts of new applications and technologies.…

From: CobiT 4.0 – Control Objectives, Management Guidelines, Maturity Models, ITGI 2005

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Alignability meets CobiT

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Alignability meets CobiT• Alignability is a process model, with corresponding tool settings

and an implementation method.

• CobiT provides a process maturity model.

• There is no such thing like a maturity level for a process model.

• A CobiT maturity level for selected CobiT domains and processes can be assessed for an IT organisation having implemented Alignability.

Assessment of an IT organisation that has implemented Alignability Service Support, regarding

reached CobiT maturity level, and

coverage of CobiT Control Objectives.

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Alignability meets CobiT

Alignability concept … … contributes to CobiT ProcessProcess Model,Role Model

PO4 Define the IT Processes, Organisation and Relationships

Cost Model within Alignability; costs attributable to IT Services

DS6 Identify and Allocate Costs

Service Catalog, template documents, all processes map to IT Services

DS1 Define and Manage Service Levels

Provisioning of measurement data for KPIs

ME1 Monitor and EvaluateIT Perfomance

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Alignability Service Support meets CobiT

Alignability Process …(from Service Support Module)

… contributes to CobiT Process

Incident Management DS8 Manage Service Desk and Incidents

Problem Management DS10 Manage Problems

Configuration Management DS9 Manage the Configuration

Change Management AI6 Manage Changes

Release Management AI7 Install and Accredit Solutions and Changes

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CobiT Maturity Levels atM. DuMont Schauberg• In this analysis we consciously cover only those CobiT processes

at M. DuMont Schauberg, which have been touched by the Alignability implementation.

• Our objective is to learn about maturity levels that are influenced by the Alignability implementation.− Bearing in mind that other CobiT processes, especially from domain

Plan & Organise, are covered at M. DuMont Schauberg as well, but are not part of our assessment.

• Up to now implementation of Service Support – Service Delivery implementation at M. DuMont Schauberg is planned.

• Assessment of maturity levels happened before and after the„ITSM Implementation“ project.

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CobiT Maturity Levels atM. DuMont Schauberg

ChangeManagement

ReleaseManagement

Incident Management,Service Desk

ConfigurationManagement

ProblemManagement

Service LevelManagement

Define the IT Processes, Organisationand RelationshipsMonitor and

EvaluateIT Performance

Identify andAllocate Costs

M. DuMont Schauberg before

Average basedon CobiT 4.0 Online Benchmarks

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ChangeManagement

ReleaseManagement

ProblemManagement

M. DuMont Schauberg after

Average basedon CobiT 4.0 Online BenchmarksM. DuMont Schauberg before

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Alignability at M. DuMont SchaubergNext Steps

Measure and Improve:

• Evaluation of gathered data in order to achieve continuous improvement of implemented processes.

Enter Service Delivery:

• Service Level Management:− Use established base (service catalog, strict IT service orientation in

Service Support processes) to expand:Implement SLM process, add customer focus.

• Integrate with existing Financial Management for IT Services:− Facilitate laborious cost charging with external customers.

− Integrate with business controlling (SAP integration).

• Establishment of a web-based „Service Shop“ for LOBs — today a Word form.

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ChangeManagement

ReleaseManagement

ProblemManagement

M. DuMont Schauberg after

Average basedon CobiT 4.0 Online Benchmarks

M. DuMont Schauberg before

M. DuMont Schauberg easy achievablewith next steps

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Answers• In a mid-size IT organisation (70 employees)

it is very well possible and reasonable to implement ITIL processes „out of the box“.

• Viable Service Support processes and a functioningITIL Service Desk can be achieved in 12 weeks of time.

• CobiT maturity levels between 2 and 4 can be achieved.

• With moderate further effort, CobiT maturity levels beyond 4 are achievable.

• M. DuMont Schauberg made good experiences with this way of implementing ITIL, and is looking forward to the next steps.

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ActorsWe love to put ITSM into practice:

ITC GmbH

Bad Meinberger Straße 1

32760 Detmold, Germany

+49 52 31 95 45 00

info@itc-germany.com

http://www.itc-germany.com/

CobiT:

ITGI: IT Governance Institute ITGI

http://www.itgi.org/

ISACA: Information Systems Audit and Control Associationhttp://www.isaca.org/

CobiT Online 4.0, Benchmarks, …

http://www.itil.co.uk/

Alignability:

http://www.alignability.com/

info@alignability.com

Service Management Partners, Inc.

24537 Scooter Bug Lange

Auburn, CA 95602

U.S.A.

contact@it-smp.com

http://www.it-smp.com/

HP OpenView Service Desk,

HP OpenView ServiceCenter:

http://openview.hp.com/

http://openview.hp.com/solutions/csd/

ITIL is a registered trademark of the Office of Government Commerce.CobiT is a trademark of the Information Systems Audit an Control Associationand the IT Governance Institute.Alignability is a trademark of Service Management Partners, Inc.

Thank you.Have a safe trip home.

Imagine the future. Let’s make it happen.

BACKUP SLIDES

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AI6: Manage ChangesDS8: Manage Service Desk and IncidentsDS9: Manage the ConfigurationDS10: Manage Problems• Completely covered by Alignability implementation.• Thus immediate maturity levels of 3 to 4.• These are the „low-hanging fruits“!• Control Objectives:

−AI6: 5 out of 5.

−DS8: 4 ½ out of 5.

−DS9: 2 out of 3.

−DS10: 3 ½ out of 4.

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PO4: Define the IT Processes, Organisation and Relationships

• Alignability implementation contributes massively to PO4:Defined ITIL processes, defined role model.

• PO4 coveres the breadth of the whole IT. It also defines processes and organisation of areas not covered by ITIL Service Support und Service Delivery.

• Our maturity assessment therefore is limited to the coverage of ITIL Service Support.

• Within this scope we obtain a maturity level of almost 3.

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DS1: Define and Manage Service Levels• Within the M. DuMont Schauberg project, Service Level Management

(SLM) has not yet been implemented as a process.

• However the focus of all implemented Service Support processes areIT services:

− Incidents are prioritised based on service levels.

− Allocation of activity costs to IT services.

− Dependency of IT services on CIs (and their investment costs).

• Therefore a service catalog has been created from the start, based on the Alignability templates (covering Control Objective DS1.2).

• Service levels have been defined, but still only unilaterally by IT.

• Even without SLM process this area improved up to maturity level 2.

• Improvement up to maturity level 3+ will be obtained by implementing Service Level Management process as next step.

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DS6: Identify and Allocate Costs• Alignability provides a cost model for attribution of all

activities and investments to IT services (covering Control Objective DS6.1)

• Alignability implementation provides the base for accounting in the sense of Financial Management for IT Services (Control Objective DS6.2)

• Evaluation (as necessary for charging) is part of the process Financial Management for IT Services, and has not yet been covered in the M. DuMont Schauberg project.

• Despite still lacking a defined Financial Management process a maturity level of 3 can be obtained for DS6.

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ME1: Monitor and Evaluate IT Performance

• By implementing Alignability the area of Service Support processes becomes measurable and evaluable.

• ME1 coveres the breadth of the whole IT. It also defines processes and organisation of areas not covered by ITIL Service Support und Service Delivery.

• Our maturity assessment therefore is limited to the coverage of ITIL Service Support.

• Within this scope we obtain a maturity level of 2.

• The maturity level is not higher, because measurement data ist gathered, but not yet evaluated.

41 April 10, 2023

Perspective on Service Delivery

Alignability Process …

… contributes to CobiT Process M. DuMont Schauberg

Service Level Management

DS1 Define and Manage Service Levels

next step, maturity level 3+

Capacity Management

DS3 Manage Performance and Capacity

Availability Management

DS4 Ensure Continuous Service

Continuity Management

DS4 Ensure Continuous Service

Financial Management

PO5DS6

Manage the IT Investment

Identify and Allocate Costs

planned SAP integration

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