ITIL v3 at HP a case study v11 · PDF fileITIL v3 at HP: A Case Study William Dupley IT Strategist HP Canada. 2 ... Architecture Review process which provide implementation governance

© 2006 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice

ITIL v3 at HP:A Case Study William DupleyIT StrategistHP Canada

214 September 2007

Agenda1. ITIL V3 Stages

• Service Strategies• Service Design• Service Transition• Service Operations• Continual Service Improvement

2. HP Case Study1. New Service Lifecycle2. Existing Service Lifecycle3. Asset Management Lifecycle4. Integrated Change & Configuration lifecycle

• Continual Service Improvement: ITSM Team skills • IT Service Management Technology Architecture

3. Close

314 September 2007

ServiceDesign

Service

ITIL

ServiceStrategies

ServiceOperation

ServiceDesign

Continual ServiceImprovement

ServiceTransition

ITIL V3 –The Package

Source: ITIL Refresh Project

414 September 2007

1. Service StrategiesPurpose

To identify the demand for new services and develop an integrated comprehensive plan to supply these services.

To justify IT expenditures consistently

Clarify the relationships between various services, systems, processes, business models, strategies and objectives they support

Value to Business

Clear definition of Services, Service model, & Service Delivery models

Clear decision making on Project justification, and portfolio management

ProcessesService Portfolio Management (SPM)Demand ManagementFinancial Management

Service

ITIL

ServiceStrategy

514 September 2007

2. Service DesignPurpose

To design IT services, together with governing practices, processes and policies, to realize the organization’s strategy

To ensure quality service delivery, customer satisfaction and cost-effective service provision

Value to Business

Reduced total cost of ownership (TCO), Improved quality of service, Improved consistency of service, Easier implementation of new/changed services and Improved service alignment

ProcessesService Catalog ManagementService Level Management Availability Management Information Security ManagementSupplier Management Capacity ManagementIT Service Continuity Management

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceDesign

614 September 2007

3. Service TransitionPurpose

To plan and implement the deployment of all releases to create a new service or improve and existing service. Assure that the proposed changes in the Service Design Package are realized.

Successfully steer releases through testing and into live environment. Transition services to/from other or organizations. Decommission or terminate services

Value to Business

Ability to react quickly to give ‘competitive edge’. Transition management re mergers, de-mergers, acquisitions, transfer of services. Higher success rate of changes and releases. More confidence re governance and compliance. Reduced level of risk

ProcessesChange ManagementService Asset and Configuration ManagementRelease and Deployment Management

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceDesign

ServiceTransition

714 September 2007

4. Service OperationsPurpose

To coordinate and carry-out day-to-day activities and processes to deliver and manage services at agreed levels. Ongoing management of the technology that is used to deliver and support services

Value to Business

Decreased Down time, and Slow time

Rapid Service Restore time

Processes Event ManagementIncident ManagementRequest FulfillmentProblem ManagementAccess Management

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign

ServiceTransition

814 September 2007

5. Continual Service ImprovementPurpose

To continually align IT services to changing business needs by identifying and implementing improvements to services, processes, and lifecycles

Continually looking for ways to improve process efficiency and effectiveness and well as cost effectiveness

Value to BusinessImproved service quality, higher availability, Gradual cost reductions and better cost-justification, Better information about existing services and areas for improvement. Improved communication

ProcessesThe 7 Step Improvement Process

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign


ServiceTransition

HP Case Study

1014 September 2007

IT Service Management Model

Service planning

IT business assessment

IT strategy and architecture planning

Customer management

Service build and test

Release to production

Availability management

Continuity management

Security management

Capacity management

Financial managementService-level management

Change management

Configurationmanagement

Operations management

Problem management

Incident and servicerequest management

Stable IT

Efficient IT

Adaptive IT

1114 September 2007

HP ITSM and ITIL V3.0

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign


ServiceTransition

Change management

Configurationmanagement

Service planning

IT strategy and architecture planning

IT business assessment

Incident and servicerequest management

Operations management

Service build and test

Release to production

Financial management

Service-level management

Availability management

Capacity management

Customer managementProblem management

1214 September 2007

BUSINESS

PLAN DELIVER OPERATE

Service Driven Operations

Consolidated service desk

Asset Management

Procurement

Service request management

Quality Assessment

Consolidated Operations

Portfolio Mgnt

Business Service Management

Program Mgnt

Con

figur

e &

Pro

visi

on

Serv

ice

Dep

ende

ncy

Map

ping

BUSINESS


1. New Service Lifecycle ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign

ServiceTransition

1314 September 2007

BUSINESS




Asset Management

Procurement


Quality Assessment


Portfolio Mgnt


Program Mgnt

Con

figur

e &

Pro

visi

on

Serv

ice

Dep

ende

ncy

Map

ping

BUSINESS


1. New Service Lifecycle ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign

ServiceTransition

Service StrategyService Design

Service Transition

Continuous Service Improvement

Service Operations

1414 September 2007

Decision SupportConsolidated Demand

IT Financial Management



Request

Incident Problem

Change

Asset Management

InventoryContracts Finance Chargeback

SLM

Vendor mgntCost mgnt

Procurement


IT Services/UserNew Applications & Enhancements

Testing

Quality Assessment

Validation

Strategic Projects

Release


Server Storage Network

Portfolio Mgnt

Prioritize

Allo

cate

re

sour

ces Capital

PeopleInfrastructure

Service definition


B-SLMAnalytics

Program Mgnt

Project

Time

Resource

Con

figur

e &

Pro

visi

on

Serv

ice

Dep

ende

ncy

Map

ping

BUSINESS


1. New Service Lifecycle From definition to delivery

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign

ServiceTransition

1514 September 2007

Business Value is defined by Focus Area Voting Results. Each Investment is prioritized based on the area it supports and it’s.impact on key metrics.

Portfolio Prioritization Process

Portfolio Investment MatrixInvestment Matrix

Bubble size = 2H04 $s (Bus and IT)

Minimize Investments

Redefine Strategy & Approach

Take Action –Invest Heavily

0

500

1000

0 500 1000

Readiness

Bus

ines

s Va

lue

Cost ofGoods Sold

Field SellingCost

MarketingCostEnvelopeMarketing &Field SellingCost

Minimize or Redefine Investments

Service

ITIL

ServiceStrategy

Eliminate from portfolio

1614 September 2007

IT Tactical Plan of RecordService

ITIL

ServiceStrategy

A consistent means of reporting results of progress across projects for a business

1714 September 2007

AArchitecture

VisionHArchitecture

Change Management

GImplementation

Governance

CInformation

System Architectures

Requirements

BBusiness

Architecture

EOpportunitiesand Solutions

FMigrationPlanning

Prelim: Framework and

Principles

DTechnology

Architecture

HP EA Methodology, based on TOGAF

• The EA Methodology is adapted from the TOGAF 8.1 Architecture Development Method (ADM)

• The EA Methodology points to HP resources and uses HP terminology, while retaining the intent of the ADM phases

• Emphasizes the preliminary phase through Phase E

• Complementary to the IT Methodology and Project Architecture Review process which provide implementation governance

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceDesign

1814 September 2007

Architecture InitiativesUsing EA Methodology

Using the EA Methodology and IT Methodology Promotes Agility

Phase OpportunityDevelopment Analysis Design Construction Implementation

Application Production

Support

Process

TestingProjectScoping

IT Methodology

Future State (or Target) Architecture

Implementation Programs/Projects

Implemented Solutions

Pre

A B

F E DCG

HReq.

Current State Architecture

Customer Engagement Project Delivery Support

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceDesign

1914 September 2007

Exp.

LegendLegendIT Systems Review Board Funding & Prioritization Decision Point

Exp. Exp. Cap. Cap. Cap. Exp.Funding

MonetaryCost

Phase OpportunityDevelopment Analysis Design Construction Implementation

Application Production

Support

Customer Engagement Project DeliverySupport

Process

Testing

Cap.

ProjectScoping

•Application Landscape•Scope – from charter

•BIM•Workflow Models•Tech. & Info Summary-Draft

•Implementation Readiness Summary

A

AA

A

Change Assessment Lead

External Environment

AMT

Domain Contributors

Domain Architects

ITO EA Program

Cross D

omain C

hange

N o

Yes

Ass

essm

ent L

ead

Not

ifica

tion

Task Assignm

ents

Y e s

N o

No

YesDomain Specific Change

No

Yes

AMT Approva l

Yes

Rejection/Issues/Request for Modifications

No

ExternalChange

Announced

ChangeIdentified

ChangeIdentified

ChangeIdentified

A c t i o nReq?

DetermineAffected

Domains

AssessChange(detailed

level)

AssessChange(detailed

level)

Select

ChangeAssessment

L e a d

I n i t i a t e

AssessmentPro ject

Assemble Results &

Recommendation

Assemble Results &

Recommendation

DomainChange?

CommunicateRecommendation

(EA Community)

ArtifactChange?

ChangeArtifact(s)

ChangeDomainStructure

Communicate

Recommendation(EA Community)

Dra f tChanges

Req AMTApproval?

ReviewProposedChanges

ChangeApproved?

AssessChange(highlevel)

A

•Tech. & Info Summary-Final

Draft

Final

Pathway to Production (P2P)

page 18© 2002 June 4th, 2002ITO Enterprise Architecture

External Services Providers

Application Landscape – WW HR SystemsEXAMPLE 1

H PPeopleSoft 8.1

CompaqPeopleSoft PS Ops. Data

Store (ODS)

Health

Benefits(Hewitt)

RetirementPlan

(Fidelity)

Stock Plan

Payroll(SAP)

Multiple Application Feeds Multiple Application Feeds

New Interface by Day 30 (Temporary) 15 min.

l ag

24 hrs. lag

Payroll(SAP)

DataWarehouse

(GEM)

GL, Cost Ctr.Codes (SAP)

SMTPAddresses(Exchange)

FacilitiesLocations

DataWarehouse

Recruiting Data(RecruitSoft)

InLine

@hp

EnterpriseDirectory

ContingentWorkforce

(Ext. Agencies)

ApplicationsReference File

ApplicationsReference File

Legend:

Asset being retired

Interface across Firewall

Existing Interface

New interface

EAI/Messaging infrastructure

Interface can be retired

Existing AssetData warehouse

Other data store or file

BLUE New asset

Core application

Satellite application

WHITE Intranet or Extranet

External service provider application

Existing Asset being changed

or

Existing Interface being changed

Interface being retiredo r

HP Project Architecture Review ProcessServiceDesign

Service

ITIL

ServiceStrategy

ServiceDesign

2014 September 2007

Definition• Measure of time to deliver against time boxing target durations• Target durations are based on summary phase (Planning,

Development or Warranty) • Phase must be completed to be included in the time boxing

calculation

Result• Percentage of projects on target for each summary phase and

overall

IT Metric – Time Boxing ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign


ServiceTransition

2114 September 2007

PAR Metrics and Reporting• A consistent means of reporting results of PAR

Reviews across projects for a business

PAR Metrics are tracked and reported on an enterprise basis.

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign


ServiceTransition

2214 September 2007

2. Existing Service Lifecycle

Economic Buyer (Service Consumer)

Order Mgmt Resource Rationalization

Build / Configure Provision

Demand Planning & Mgmt

Inventory & Asset Mgmt

Supplier & Partner Mgmt

Quality Mgmt & Reporting

Ongoing Support Operations

ITIL / ITSM Processes

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign

ServiceTransition

2314 September 2007

2. Existing Service Lifecycle

Economic Buyer (Service Consumer)

Order Mgmt Resource Rationalization

Build / Configure Provision

Demand Planning & Mgmt

Inventory & Asset Mgmt

Supplier & Partner Mgmt

Quality Mgmt & Reporting

Ongoing Support Operations

ITIL / ITSM Processes

Service Transition

Service Operations

Service Design

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign

ServiceTransition

2414 September 2007

2514 September 2007

2614 September 2007

Order Receiver Stock Build Pre-Prod Production Decomm Dispose

ProcurementInterface RFID

Work Flow & Tickets

HPAsset CentreAsset Mgnt

HPService CentreConfiguration

MgntAMDB CMDBLinks Asset to CI to facilitate

Asset lifecycle synchronization

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign

ServiceTransition

3. Asset Management Lifecycle Synchronization

Continuous Process Improvement example

Financial Organization

ITOrganization

Quality Issues:• Tracking Age• Tracking Location• Tracking accuracy

Ariba

2714 September 2007

4. Integrated Change and Configuration Lifecycle

Prioritize change requests

Allocate resourcesManage projectTrack approvals

Model functional changes to

ensure quality

BUSINESS


Universal CMDB

Validate performance

against business demand

Manage Service Levels

Business Availability Center

Operations Center Network Management CenterService Management Center

Performance CenterProject & Portfolio Management Center Change and Configuration Center

Quality Center

Analyze change impact

Approve/ reject RFCs

Deploy and verify changes

Record for audit

Simple changes –starting point:

Consolidate/ create RFCs

Manage process via workflow

Manage change status

through release

Identify impacted CIs for each RFC

Incorporate CI information with RFC

Validate CIs updated after change deployment

Discover assets and map dependencies

Monitor change impact to

ensure availability and

performance of services

Complex changes –starting point:

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceDesign

ServiceTransition

2814 September 2007

2914 September 2007

EPR provides Business Process and Application relationship maps

3014 September 2007

Application Eco-System DependenciesData

Connectivity

Operating System(s)Soft Partitioning; Dynamic Resource Sharing; Clustering and Load

Balancing; Networking; Workload and Resource Management; OS Security

Server and Storage Hardware Platform(s)Hard Partitioning, Cluster and Interconnect; SAN; NAS; DAS

Load Balancing; Console and Storage Controller Mgmt and Firmware

Network Infrastructure(s)Physical; Logical; Protocols (TCP/IP, IPX, SNA, DECnet, NetBEUI);

TCP/IP Mgmt (WINS, DNS, DDNS, DHCP, Host/LMhost files); Load Balancing; Future - IPV6

Datacenter and Environmental Infrastructure(s)Site Selection, Power, Air Conditioning; Electrical; Space; Site Physical Security (including medical e.g. SARS), Weather and Disaster Planning

3114 September 2007

Application Ecosystem

Discovery System

HP Universal CMDB

HP Universal CMDB Engine: App

Server, RDBMS, etc…

Users

http(s)

http(s)/ http(s)/

Discovery SystemDiscovery Gateway

Discovery Manager Lab 1

Discovery Gateway

RMI RMI

Discovery Manager Lab 2

Discovery of the OSI layers of an Application Eco-system

Sweep10.1.1.0/24&10.1.2.0/24

ICMP10.1.1.23

10.1.1.233

10.1.1.17

10.1.1.94

10.1.1.9810.1.2.182

10.1.2.22210.1.1.1 10.1.2.1

Identify hostsSSH, WMI

SNMP

tcp 8080

tcp 7001

tcp 1433

AIX

Windows 2003

Windows 2000

Linux

AIX

Cisco6000 Cisco

6000Win 2003

Who’s talking To whom?

SNMP, WMI,Telnet, SSH

Apache

Weblogic

SQL Server

Host Details?SNMP, SSH

WMI

APServer02 - Red Hat4 x 1.8 Ghz Intel Pentium IV CPU

-2 GB RAM

- 2 x 40 GB Seagate SCSI III Disks

-Intel 10/100 Network Interface

DiscoverApplicationsJMX, SQL,

WMI

3 42 5 6 7

OSI Layers 1 Physical2 Data Link3 Network4 Transport5 Session6 Presentation7 Application

3214 September 2007

HP Universal CMDB - Visualization

3314 September 2007

Capturing Application Eco-System RelationshipsMapping of Relationships Types Between Hosts

3414 September 2007

Understanding Application Eco-System RelationshipsCapturing the Application Relationship Attributes

3514 September 2007

Understanding Relationship ImportanceBy Capturing Traffic Volumes, Ports, Clients

3614 September 2007

Continual Service ImprovementITSM Team Skills

ITSM Team Role• IT Lifecycle definition• IT Lifecycle implementation• IT Lifecycle/Process improvement• Process improvement intervention

specialists (Six sigma method)• Black Belt and Master Black Belt

Specialists

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign


ServiceTransition

3714 September 2007

Identify• Vision, & Strategy• Tactical Goals• Operational Goals

1. Define what you should measure

2. Define what you can measure

3. Gather the data

Who? How? When?

Integrity of data?

4. Process the dataFrequency? Format?System? Accuracy?

5. Analyze the dataRelations? Trends?

According to plan? Targets met?Corrective action?

6. Present and use the information

assessment summaryaction plans, etc.

7. Implement corrective action

ITIL V3 7-Step Improvement Process

Six Sigma Methodology

Define the improvement area

Measure the process performance over a period of time

Analyze the data to find the improvement areas and root causes

Improve the opportunities areas

Control the process in the improved stage

3814 September 2007

Server Build increased throughput• Less than 5 a day to greater than 40 day• Provision in shared Infrastructure utility in 1 hour

Infrastructure and network test• Decrease change management approval from three weeks to three days

Server Decommissioning• Worldwide process implemented from 30 days to 9 days

On time delivery of projects• ?% - 79%- 90% - currently at 95% OTD

IT Continuous Improvement results ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign


ServiceTransition

3914 September 2007

IT Service Management Technology Architecture

Customermanagement

Service Design &

Management

Service development & deployment

Service delivery assurance Financial management

Operations Management

Quote Configure

Order mgmt

Servicecatalog

Configurationmgmt

Changemgmt

SLAmgmt

Assetmgmt

Usagereporting

Businessintelligence

CRM

Workforcemgmt

Usagemediation

ProjectArchitecture

Review

Share pointRepository

Provisionsystem

Incidentmgmt

Problemmgmt

Platformmgmt

Work orderMgmt

SoftwareLibrary

Customer interface and portal

Performance.mgmt

Web services and message broker (HP Service Bus)

Processrules androutingengine

Operationaldatastore

Servicecosting

ServiceDesign

Service

ITIL

ServiceStrategy

ServiceOperation

ServiceDesign


ServiceTransition

4014 September 2007

ITIL V3

Documents

ITIL v3 at HP a case study v11 · PDF fileITIL v3 at HP: A Case Study William Dupley IT Strategist HP Canada. 2 ... Architecture Review process which provide implementation governance