PMI-SV Tools & Techniques January 05, 2011

PMI-SV Tools & Techniques

January 05, 2011

Presented by Steve Smith

• ITIL Primer

• ITIL Service Lifecycle

• Key Processes

• "Covert" Processes

• ITIL Resources

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• Completely new to it?

• Familiar with it (thru colleagues, friends)?

• Implemented in your company?

• Read ITIL literature?

• Have led projects implementing ITIL?

• Prince2 certification?

• ITIL certified?

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Leveraging ITIL

ITIL and Business

Alignment

Knowing ITIL

Global Impact of

ITIL

Key Organiza-

tions

ITIL Framework

ITIL Creation

and Evolution

ITIL Facts

Key Concepts

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ITIL Creation

and Evolution 6

1986 – CCTA authorizes program

1988 – Govt. infrastructure mgmt. method was issued

(GITMM)

1989 – GITMM renamed “IT Infrastructure Library” (ITIL), first book published

1990 – Additional ITIL book published



2001 – ITIL v2 Refresh

completed and published

2007 – ITIL v3 Refresh completed

and published

Catalyst: Poor quality IT Services to the UK Government

Response: CCTA (now OGC) authorizes development of guidance to improve IT

services

Result: Creation of ITIL- a systematic approach to the delivery of quality IT

services

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ITIL Creation

and Evolution

ITIL Framework

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• What is a framework?

• A collected set of objects for a defined purpose

• What is a framework’s purpose?

• To organize a set of principles, guidelines, etc. into a

cohesive whole to provide guidance/instruction to others

• Examples of other established process frameworks

• COBIT (IT Governance)

• TOGAF (IT Architecture)

• PMBOK (Project Management)

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• OGC: The only consistent and comprehensive documentation of best practice for IT Service Management (ITSM)

• “[IT] service management is a set of specialized organizational capabilities for providing value to customers in the form of services” ITIL V3

• Operational ITIL: It is a process framework that delivers its value to the business through a set of functions called IT Services

IMPORTANT: ITIL is fluid and constantly evolving

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A proven set of processes designed to efficiently

and effectively leverage IT to achieve desired business outcomes.

A proven set of processes often employed as a

means of achieving an organization’s strategic

plan.

Key Organiza-

tions

ITIL Framework

ITIL Creation

and Evolution 12

• Office of Government Commerce (OGC)

• ITIL owner

• Promotes the use of best practices in areas such as project and program

management, procurement, risk management and IT Service Management

• The Stationery Office (TSO)

• Publisher of ITIL Manuals and Online Content

• IT Service Management Forum (itSMF)

• IT Service Management Professional Association

• Influences and contributes to best practices and standards worldwide, one of

which is ITIL

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Key Organiza-

tions

ITIL Framework

ITIL Creation

and Evolution

ITIL Facts

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• ITIL is the most widely accepted approach to IT Service Management in the world

• ITIL uses a lifecycle approach to manage all activities, services and products within IT and aligns them with IT Service offerings to the business

• ITIL v3 is documented in a set of 5 books, which define a set of 26 processes and 4 functions

• Service Strategy

• Service Design

• Service Transition

• Service Operations

• Continual Service Improvement

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Key Organiza-

tions

ITIL Framework

ITIL Creation

and Evolution

ITIL Facts

Key Concepts

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Slide 18

• Service Lifecycle

• IT is a Service Provider

• IT Service value is quantifiable

• Business profitability directly correlates to IT performance

Definition Definition

ITIL vs ITSM

The Agreement

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Return

Continual Service

Improvement

Service

Transition

Service

Design

Service Strategy

Service

Operation

*This graphic is based upon an OGC image.

• Businesses use IT to outsource business functions to reduce cost

and risk imposed by ownership.

• IT organizations exist because they provide service to business

units at an acceptable cost and risk.

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“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”

Return

• Service Level Agreement (SLA)

• Agreement between IT Service Provider and Customer

• Documents agreed upon IT Service quality, performance, etc.

• Service Level (Target)

• Commitment documented in SLA based on Customer Requirements

• Intended to ensure IT Service design meets Customer requirements

21 Return

ITSM

The act of implementing and

managing quality IT services

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ITIL

Documented set of guidance

on provisioning quality IT

services

Familiar?

PMBOK and Project Management

ITIL and Business

Alignment

ITIL Creation

and Evolution

ITIL Framework

Key Organiza-

tions

ITIL Facts

Key Concepts

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• IT objectives must align with business objectives

• Transparency and efficiency are essential

• Cost, risk and quality management are integral to ITIL

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Servers

Help Desk

Applications

IT Execs

Proj Mgmt

Strategy

Objectives

and

Processes

Customer

Interaction

B

u

s

i

n

e

s

s

I

T

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Business IT

Strategy

Business IT

Planning

Business IT

Operations

Feedback IT Objectives

ITIL and Business

Alignment

Global Impact of

ITIL

ITIL Creation

and Evolution

ITIL Framework

Key Organiza-

tions

ITIL Facts

Key Concepts

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• IT organizations found gaps in processes,

management and customer requirements

• Sought homegrown solutions to plug gaps

• Awareness of ITIL spread; organizations facing

critical issues were often early adopters

• Commercial ITIL based solutions appeared

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ITIL and Business

Alignment

Global Impact of

ITIL

ITIL Creation

and Evolution

ITIL Framework

Key Organiza-

tions

ITIL Facts

Key Concepts

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Knowing

ITIL

Slide 31

Service

Transition

Service

Design

Service

Operation

Service Strategy

Processes

Demand Management

Strategy Generation

Service Portfolio Management

IT Financial Management

Processes

Event Management

Incident Management

Request Fulfillment

Problem Management

Access Management

Continual Service

Improvement

Processes

Service Measurement

Service Reporting

Service Improvement

Continual Service

Improvement

Service

Transition

Service

Design

Service Strategy

Service

Operation

Processes

Service Asset and Configuration Management

Release and Deployment Management

Transition Planning and Support

Change Management

Evaluation

Knowledge Management

Service Validation and Testing

Processes

Service Catalogue Management

Service Level Management

Capacity Management

Availability Management

Service Continuity Management

Information Security Management

Supplier Management

Processes

Service Measurement

Service Reporting

Service Improvement

Process responsible for managing the lifecycle of all

changes to the IT.

Objective: Ensure changes are made with minimal

disruption and risk

Lifecycle Phase: Service Transition

Controls Purpose Metrics

Change Requests Ensure that changes are

properly

approved/executed

% preapproved changes,

% successful changes,

Backlog

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incidents.

Objective: Restore service as quickly as possible

Lifecycle Phase: Service Operations


Logging, Monitoring and

reporting

Detect and report

incidents as quickly as

they occur

Time to respond, mean time

to restore service, cost

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problems.

Objective: Prevent problems and incidents, eliminate

repeating incidents and minimize impact of incidents that

cannot be prevented



Logging, monitoring and

reporting

To Facilitate categorization,

prioritization of incidents

Backlog, % resolved w/r/t

SLA targets, Cost

Known Error Database To quickly identify

workarounds, solutions

Accuracy of DB, usefulness

in providing solutions

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Process that ensures the confidentiality, integrity and

availability of an organization’s assets, information,

data, and IT services.*

Objectives: Align IT and business security; ensure security is

managed effectively in IT services and across ITSM

activities

Lifecycle Phase: Service Design


Security Policy, audits,

reporting

Monitor and control

access to services

and data

Security Incident Rate, impact of

security problems, organizational

awareness

*ISM is usually part of the organization’s security management, so the scope

is broader than IT and includes building access, phone calls, etc. 36

Process responsible for permitting user access to IT

services, data or other assets.

Objective: Limit access to IT services to authorized users



Access Policies (execution

only)

Identify authorized users #of access requests

granted/denied

Logging, Monitoring and

reporting

Detect and report

incidents as quickly as

they occur

Time to respond, mean time

to restore service, cost

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Function and processes responsible for budgeting,

accounting and charging requirements.

Objective: Oversee all IT expenditures and ensure

efficient use of funds

Lifecycle Phase: Service Strategy


Service investment

analysis

Evaluate service cost

against business value

Return on investment

(ROI), NPV, IRR, etc.

Financial reporting,

variance analysis

Assess accuracy of plans,

enable corrective action

Budgeted versus actual

costs

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A method to manage all IT service investments with respect

to business value.

Objective: Maximize business value, minimize risk and cost



Business & IT review Assess business value Business ROI, cost, risk

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Activities and processes that generate an understanding of

and influence customer demand for services.

Objective: Balance resource demand and capacity



Demand variance analysis Assess resource utilization Resource utilization

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Process that provides a logical model of the IT

infrastructure.

Objective: Define service and asset infrastructure

components and maintain accurate configuration records.

Lifecycle Phase: Service Transition


SACM policy Establishes SACM

objectives, scope,

resources

Audits, quality and accuracy

of information, total time to

resolve incidents/problems

Change Management SACM data is under the

control of CM

Same as CM+ audits

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Leveraging ITIL

ITIL and Business

Alignment

Knowing ITIL

Global Impact of

ITIL

ITIL Creation

and Evolution

ITIL Framework

Key Organiza-

tions

ITIL Facts

Key Concepts

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Knowing

ITIL

• Knowing ITIL helps you identify ITIL processes, terminology

and the tools they use

• Facilitates

• Recognition of ITIL framework components in the your environment

• Understanding how they are used and where they exist

• Evaluation of process maturity

• Understanding of management priorities

• Leveraging ITIL enables you to utilize ITIL processes,

terminology and tools to ???

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• Understanding the vocabulary

• Consider ITIL as a series of processes for IT to manage

the technology that supports the business according the

business requirements

• Use Continuous Process Improvement as a bridge

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• Learning objectives are comprehension of:

• Service management as a practice

• Service lifecycle

• Key principles and models

• And, and awareness of:

• Generic concepts

• Selected processes

• Selected roles

• Selected functions

• Technology and architecture

• ITIL qualification scheme

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http://www.itil-officialsite.com/Qualifications/NewFoundationAndBridgeSyllabuses.asp

• 2 Offerings Lifecycle or Capability

• Lifecycle – ~Manager

• Capability - ~Practitioner

• Capstone Exam – “Managing Across the Lifecycle”

• Exam across all the Intermediate Courses

• Pass the Capstone to achieve “ITIL Expert”

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• Official ITIL Site

• http://www.itil-officialsite.com/home/home.asp

• OGC Best Practice Site

• http://www.best-management-practice.com/

• itSMF USA Chapter

• http://itsmfusa.org/

• itSMF International

• hthttp://www.itsmfi.org/

• itSMF USA San Francisco Bay Area Local Interest Group (LIG)

• http://sfb.itsmfusa.org/

• ITIL V3 Foundation Syllabus • http://www.itil-officialsite.com/Qualifications/NewFoundationAndBridgeSyllabuses.asp

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














http://itsmfusa.org/

http://www.isaca.org/COBIT


http://www.itsmfi.org/










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Steve Smith, PMP, ITIL, CobiT ([email protected])

Susan Myrick, OCM, CobiT, ID, CD

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• Unique and interesting professional engagements

• Education, manufacturing, technology, finance, insurance, entertainment

and other industries in the US and overseas

• New professional organizations

• itSMF USA, ISACA

• Community involvement

• Speaking engagements

• Board member for Local Interest Group (LIG)

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It’s present in:

• IT environments: Development, Preproduction and Production

• Governments: US Federal and State, and Foreign

• Industries: Technology, Manufacturing, Energy, Education ,

Finance, Telecommunications, Pharmaceuticals, Consumer, etc.

• Over 50+ countries

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• ITIL Projects

•Process management

•Technology implementation

• General IT

•PMO director

•Project manager

• Infrastructure Project Manager

•Program manager

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• Building Bridges

• Developing Relationships

• Managing Resistance

• Using a Specialized Skill Set

• Speaking the Language

• Enabling Steady Measurable Progress

• Streamlining Productivity

• Leveraging Technology, People and Processes

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ITIL V3 spans all of IT.

• Project success is invariably based on concepts found

in the ITIL Framework even when organizations don’t

formally implement the ITIL process or function, they

often implement the capability.

• Projects drive change in IT and ITIL is oriented heavily

to managing change by carefully managing risk as

can be seen ….

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• Prior to deployment

• Service Level Management to organize and manage SLA’s

• Service Asset and Configuration Management to help design

• Capacity Management to ensure adequate IT resources

• Availability Management to ensure requirements can be met

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• As deployment nears:

• Change Management approves and authorizes project Request

for Change (RFC)

• Release Management prepares “release package”

• Event management tests and establishes application and

infrastructure monitoring

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• During and after deployment:

• Release Management executes and monitors the release

• Service Desk handles around Service Requests

• Incident Management to quickly restore service

• Problem Management to find the root cause of Incidents

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• Service Desk

• Single Point of Contact between the Service Provider and Users

• Typically, manages Incidents and Service Requests

• Application Management

• Manages applications throughout their lifecycle

• Technical Management

• Provides Technical Skills to support IT Services and to manage the IT Infrastructure

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• IT Operations Management

• Performs daily activities needed to manage IT Services and

Infrastructure.

• It Includes:

• IT Operations Control

• Monitors and controls IT Services and Infrastructure

• Facilities Management

• Manages all aspects of the physical environment

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