Transcript Slide 1

The context of ITIL
History of IT Service Management
ITILv2 versus ITILv3
Nynke de Vries
ITIL history
v3
v3
ITILv1 (1995)
Change
Management
Testing Computer
software installation
operational
&
use acceptance
Quality audit
Application
lifecycle
support
Software
control
&
distribution
IT-services organization
Problem Management
Helpdesk
Computer Unattended
operations operations
Infrastructur
e
strategy
Network Mngt of local
mngt
processors and
terminals
Service level
management
Planning &
control
Vendor
management
Environmental Management
Configuration Management
Customer
liaison
Operational
Managing Third party
FM
maintenance
Cost Management
Availibility
management
Capacity
management
Tactical
Contingency
planning
Strategic
ITIL v2 (1999/2000)
Continuity
Management
25
26
Capacity
Management
28
Availability
Management
24
27
30
16
19
17
Customer
Liaison
Security
Management
13
4
22
23
15
Customer
14
29
30
Service Level
Management
Financial
Management
18
6
4
Problem
Management
3
User
1
User
Interface
Incident
Management
Supplier
20
Change
Management
4
2
21
5
Release
Management
6
8
9
12
5
7
Configuration
Management
10
11
ICT Infrastructure Management
This model: lifecycle of an IT Service
Delen and Looijen
 Arrangement of management tasks, based on
‘states’ of an operational IS (information system):
» Use
» Change
» Exploitation
U
IPP
IPP : Information, Policy and Planning
D : Development
AI : Acceptance en Implementation
U : Use
C : Change
E : Exploitation
D
AI
C
E
World of ITILv2 does not exist anymore …
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Merging organisations
Economy of scale & IT outsourcing
Variabilisation of costs
More complex IT
Competence in the world of frameworks (ASL, MOF)
U
 Better Business IT Alignment
IPP
D
AI
C
E
Developments in the Netherlands (2000 and on)
BiSL
Business IS
management
System
Development
Infrastructure
management
ITIL
Business Information
Services
Library
Application
management
ASL
Application
Services
Library
BiSL supports the business / customer!
Business-organisation
Business
management
ICT-service organisation
contracts
SLA
procedures
BISL
ASL
Service
team
users
ITIL
Global developments: ISO 20000 (BS 15000)
ITILv3 released in 2007
Survey ITILv3
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Service Strategy: the core
Service Design: design and consequences
Service Transition: deploy ≠ throw it over the wall
Service Operations: manage with vision
Continual Service Improvement: motor of renewal
Different starting points
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ITIL v2
Business IT alignment
Collection of integrated
processes
Aim = control
Everything by processes
Precise border per process
Solitary model
ITILv3
 Business IT integration
 Core = business service
 Changing service portfolios
 All over service management
life cycle
 Linked to other models
More differences
Cooperation based on reliability
Cooperation based on trust
 Agreement
 What’s going wrong?
 Proces thinking, stepwise
cooperation
 Discipline & reliability
 Narrow scope: proces
agreements
 Goal
 Can we improve?
 Cooperation, co-creation, cothinking
 Loyalty & responsibility
 Wide scope: architecture,
norms and values, guiding
principles
 Agreements give space for
cooperation
 Agreements deprive space for
cooperation
Perspective of the customer
Value = Utility + Warranty
 Utility
» The service delivers
positive effect to the end
result
and / or
» The service removes the
obstacles for performing
 What the customer gets
 Fit for purpose
 Warranty
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Delivered when needed?
Enough capacity?
Does it support the business?
Is it safe?
 How it is delivered
 Fit for use
ITIL Service Strategy
 Core of ITILv3
 Answer to ‘why’
 Target group:
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CIO
IT Manager
Consultant
Practitioner
Vendor
Compared to ITILv2
 New
» Context and partners in service delivery
» Marketing models, suggestions, ideas
» (Strategy)
 Old
» Two old processes copied:
» SLM & FinM
Strategic principles
Value creation
Service provider
types
Assets
STRATEGY
Service structure
Four P’s:
Perspective
Position on market
Plans
Patterns
Itil Service Strategy: two main processes
 Service Strategy
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Define the market
Develop the offering
Develop strategic assets
Prepare for execution
 Service Economics
» Financial management
» Return on investment
» Service portfolio
management
» Demand management
Service portfolio
Service portfolio is a composition of services for one
customer or group of customers
 Is used to manage the lifecycle of all services
 Translation within the IT organisation
 Service portfolio divided in three categories
» Service pipeline
» Service catalogue
» Abolished services
ITIL Service Design
 One out three steps of
lifecycle of IT Service
Delivery
 Answer to ‘how’ to design
service delivery
 Target group:
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IT Manager
Consultant
Practitioner
Outsourcer
Vendor
Compared to ITILv2
 New
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Focus the whole of IT Service Delivery
Lifecycle
(Service Catalogue Management)
(Supplier management)
 Old
» Service Delivery Set with broader view
» (without FinM)
Five aspects of Service Design
Design of service
management
systems and
tooling
Design of service
Design of
processes
Design of technical
and management
architecture
Design of
methodes for
measurement and
metrics
Service design, value to the business
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Decreased TCO
Improved quality of service delivery
Improved consistency of services
Simplyer implementation of new or changed services
Improved tuning of services to business needs
Improved performance (included capacity, financial and service
continuity plans)
 More effective service management and IT-processes
 Easyer decision making
ITIL Service Transition
 One out three steps of
lifecycle of IT Service
Delivery
 Answer to ‘how’ to
implement / deploy service
delivery
 Target group:
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»
»
»
»
IT Manager
Consultant
Practitioner
Outsourcer
Vendor
Compared to ITILv2
 New
» Focus the whole of IT Service Delivery
» Lifecycle
» Broader scope
 Old
» Change management
» Release management
» Configuration management
Service Transition, value to the business
 Service Transition
» Connects new or changed services
» Provides maximum value to business operations
 Service Transition creates value to the business by
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Reacting quick and adequate to market changes
Managing changes well
Succesful changes and releases for the business
Following business and government rules
Providing higher productivity of employees
ITIL Service Operation
 One out three steps of
lifecycle of IT Service
Delivery
 Answer to ‘how’ to deliver
services
 Target group:
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IT Manager
Consultant
Practitioner
Outsourcer
Vendor
Compared to ITILv2
 New
» Coherent IT Service Delivery
» Lifecycle
» (Operational management)
 Old
» Servicedesk
» Incident management
» Problem management
Domain of service operation
 Balance
» Stability vs changes
» IT service vs IT
 Processes
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Event management
Incident management
Request management
Problem management
Access management
Functions of service production
 Service desk
» Single point of contact for users with ITorganisation
 Technical management
» Guard of technical knowledge and expertise
related to managing the infrastructure
 Application management
» Guard of technical knowledge and expertise
related to managing the applications
 IT production management
» Daily activities and procedures to manage and
maintain the IT infrastructure
ITIL Continual Service Improvement
 The shell of improving Service
Delivery as a whole (measure,
understand, improve)
 Answer to ‘how’ to improve
services
 Target group:
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IT Manager
Consultant
Practitioner
Outsourcer
Vendor
Compared to ITILv2
 New
» One special book for Deming cycle (plan-do-check-react)
» ‘Soft’ side of changing
» Distinctive roles
 Old
» Service Level management
» Well known Deming cycle
Maturity level
Circle of Deming
Continual
step by step
improvement
Business
IT
alignment
C
D
A
P
Real quality
improvement
Consolidation acquired level
Time
Continual Service improvement in the organization
Be aware off
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Activities and roles (per organizational level)
Information users and information collectors
Need for governance structure
Fluctuations in commitment
So … ITILv3 means
 Many extra’s
 Even more proces managers?
 ITILv2 was ‘best practice’, ITILv3 is…an interesting
filosofy?
 When are we ready for ITILv3?
 Are we mature enough? Do we want it?
 Does it add value?
ITILv3