ITIL Drivers for Government

Scott Spencer

Vice President, Program Management, GTSI

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Key Questions

What is driving the increased focus on services management?

How can I use the ITIL Framework to develop and support improved services management?

What are the implications for government?

What can I learn from real-world experience?

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Information and Technology are Driving Major Transformation in Service Delivery

Tremendous change and growth is taking place in information-based services

The relaxation of physical constraints has changed our thinking about how information is produced and consumed

Information, previously a supporting element, has become the basis for value by itself

Value is Delivered through Services

A “service” can be defined as:1. a means of delivering value to customers

2. by facilitating outcomes customers want to achieve

3. without the ownership of specific costs and risks

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Increasing Service Value Leads to Demand for Higher Quality

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Service Providers Must Respond to Many Business Drivers

Service Providers Must Respond to Many Business Drivers

Service Providers Must Respond to Many Business Drivers

Service Providers Must Respond to Many Business Drivers

Service Providers Must Respond to Many Business Drivers

Service Providers Must Respond to Many Business Drivers

Service Providers Must Respond to Many Business Drivers

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ITSM Provides the Basis for an Effective Response

ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services,

including the designed functions and operational processes used to manage services throughout their lifecycle.

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ITSM is Supported by Frameworks, Standards, and Associations

ITIL (UK OGC) – Information Technology Infrastructure Library

ISO/IEC 20000

COBIT (ISACA) – Control Objectives for Information and related Technology

itSMF -- The IT Service Management Forum

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ITIL v3 Provides a Lifecycle Framework

1.Strategy

2.Design

3.Transition

4.Operation

5.Continual Improvement

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Service Strategy

Provides guidance for the development of a services strategy to achieve key business outcomes

How do we create value with IT?

What services should we offer?

How do we justify required investments?

How do we define service quality?

How do we efficiently allocate resources?

How do we resolve conflicting demands for shared resources?

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Service Design

Provides guidance for the design and development of services that satisfy business needs and constraints

Service catalog management

Service level management

Capacity management

Availability management

IT service continuity management

Information security management

Supplier management

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Service Transition

Provides guidance for the test and deployment of new services or improvements, from design into operation

Transition planning and support

Change management

Service asset and configuration management

Release and deployment management

Service validation and testing

Evaluation

Knowledge management

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Service Operation

Provides guidance needed to coordinate and perform day-to-day activities required to deliver and manage services at agreed levels

Event Management

Incident Management

Problem Management

Request Fulfillment

Access Management

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Continual Service Improvement

Maintain alignment of IT services to changing business needs by continuously identifying and implementing improvements to IT services

1. Define what you should measure

2. Define what you can measure

3. Gather the data

4. Process the data

5. Analyze the data

6. Present and use the information

7. Implement corrective action

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Government is a Services Provider

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The President’s Management Agenda is “Service” Oriented

The President’s vision for government reform is guided by three principles – Government should be:

Results-oriented

Citizen-centered, not bureaucracy-centered

Market-based, actively promoting rather than stifling innovation through competition

ITIL is the Obvious Choice for ITSM

Widely recognized and adopted

Based on proven best practices

Provides clear direction and guidance

Developed by government, with demonstrated success and value in government

Backed by industry expertise, software, tools and training

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How Do I Get Off to a Fast Start?

Get educated

Establish business alignment

Obtain management support and team buy-in

Assess your existing capabilities and refine your service portfolio strategy

Leverage government and industry expertise

Build momentum with quick wins