IT Portfolio Management: ITIL V3 Refresh. BCS Rideau Section 19 March 2008 Phil Mustaphi

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1 IT Portfolio Management: ITIL V3 Refresh BCS Rideau Section 19 March 2008 Phil Mustaphi

2 Agenda IT Portfolio Management ITIL V3 Refresh background Highlights of ITIL V3 Concordance with other industry practices Concordance and Relationships The Service Catalogue IT Portfolio Service Catalogue Examples

3 IT Portfolio Management Wikipedia definition: IT portfolio management is the systematic management of large classes of items using IT Examples of IT portfolios would be planned initiatives, projects, and ongoing IT services (such as application support) The promise of IT portfolio management is the quantification of previously mysterious IT efforts, enabling measurement and objective evaluation of investment scenarios.

4 Backdrop Since 1987 when the International Organization for Standardization published the ISO9000 Series for Quality Management Systems there has been a market evolution in the formalization of standards, frameworks and regulations. Most notably there has been a rise in the service versus product areas, with organizations and individuals reaching for greater professional standing and recognition through personal qualifications and organizational certifications. This also applies to the IT environment, where mass adoption of ITIL best practices is becoming evident. Newly refreshed and published ITIL Version 3 is written with a broader context and scope of thinking for best practices covering Security, Procurement, Capability Maturity, and Application Support. ITIL V3 presents a new structure and approach that is lifecycle based. The new approach is termed the lifecycle approach, in line with IT service in reality. There is also the notion of providing IT services in a catalogue, an IT service portfolio. How ITIL V3 is structured as a service portfolio and its links to other standards, frameworks and regulations such as governance, risk, security, software development, procurement and even people management capabilities will be presented for examination. The evolving concept of registered organizations staffed with certified professionals in their IT field of practice is raised for discussion. "For an introduction to ITIL see my presentation on 21 March 2007 to the BCS Ottawa Section at

5 The ITIL Refresh - ITIL Version 3 ITIL has been redeveloped through a consultative process started in 2005 an exercise officially known as the 'ITIL Refresh to focus on lifecycle and service catalogue portfolio In May new core texts published: IT Service Strategies; IT Service Design; IT Service Introduction; IT Service Operations; IT Service Improvement In addition to these, a range of complimentary material is expected to be provided. This is likely to include a detailed glossary, process maps and mappings to other governance frameworks and techniques Although the current sets may be streamlined in some respects, a radical overhaul is not expected

6 ITIL V3 Timeline - Background 5 new publications issued May 2007 Continued updates made available on Web

7 ITIL V3 Refresh - Snapshot Began August 2005 Call for tenders for subject matter expert participation Target completion December 2006 ITIL content refresh consultation process New documents released February 2007 Update existing ITIL document materials (V1 and V2) Newly scoped content retain core content Alignment with other Best Practices and Standards: COBIT relationship IT Management (Governance) ISO (BS 15000) relationship IT Service Management ISO (BS 7799) relationship Security Management ISO relationship Risk Management Certification status: Individual certification remains ISO registration and certification introduced for corporations

8 Main Points of ITIL V3 Refresh Life-cycle stages of service management Recognition of Service Requests (Services) as a category at the Service Desk in addition to Incidents Request Management Inner circle core/generic ITIL principles 1. Service Strategies, 2. Design, 3. Transition, 4. Operation and 5. Continuous Improvement Outer circle complementary guidance and value added products Process Maps, Glossary, Introductory Materials Web-based tools and access for updates, changes Relationship with other Best Practices and Standards

9 ITIL V3 Diagram (Lontra)

10 ITIL & ISO Concordance Recognized, Repeatable, Alignment ISO ISO International Standard International Code of Practice ITIL Collected Best Practices Internal Policies, Processes, Procedures Individual Operations

11 On the Horizon Application Services Library (ASL) Software Development Best Practice to align with ITIL Dynamic Systems Development Method (DSDM) Agile Development/XP Software Development methodology Information Services Procurement Library (ISPL) IT requisition, acquisition and procurement

12 Horizon Affect Recognized, Common Alignment Repeatable, Alignment ISO ISO 9000 & Series ISO ISO International Standards International Codes of Practice ITIL ISPL, ASL, DSDM, COBIT Additional Best Practices Internal Policies, Processes, Procedures Individual Operations

13 Relationships: ASL, ITIL, ISO, COBIT, Risk, Project & Finance ISO Series IT Service Management Framework IT Security Management Framework IT Project Management Development Packaged Application Development Planning Release Transition Change Service Support IT Operations Service Delivery IT Financial Management IT Governance Framework (COBIT) IT Risk Management Framework

14 Why an IT Service Catalogue? Rohm & Haas Pink Elephant Case Example: newscale IT Service Catalogue Solution: Actionable: order directly on-line; 1-stop shopping Interactive: order is packaged for specific delivery

15 newscale Service Catalogue Model

16 newscale s Single Pane of Glass (15 of Real Estate)

17 3 Views of a Service Catalogue

18 The IT Service Catalogue

19 IT Commodity & IT Service Outsource Core Competence IT Commodities Personal Workspace and Utility Maintenance Services Technical Support To provide best practice hardware, software, professional services and maintenance management environment to enable business role productivity and efficiency. IT Services Application Development and IT Management Solutions Professional Service To provide expert development and management services in the design, delivery, and continuous improvement of system solutions to support current and future business needs.

20 Service Offerings & SLAs Service Descriptions Options Service Level Agreement (SLA) Service Description n Service Description 1 Service Specifications Options Service Level Agreement (SLA) Service Level Agreement (SLA)

21 IT Portfolio: Managing Catalogue, Service Desk, SLAs IT Catalogue Process Flow: IT Catalogue to Service Management Service Delivery & Supoport Single Point Of Contact Commodity Support Service Level Agreements Solutions Incident, Problem, Change Management Services Service Level Management Report Performance against Catalogue Analyse Baseline Target against Operational Actuals SLM

22 IT Portfolio Services Examples Workspace Solutions EX1 Desktop Entry (workspace PC) EX2 Service (application service) EX3 Desktop2 (new employee request) Support Services EX4 Service Request Template Application Development Professional Services

23 Workspace Solutions: Desktop Product vision Business & Technology Justification Entitlement Privileges Base Services Service Options

24 Support Services: Infrastructure Sees Applications Server Management Monitoring, Capacity, Availability, Load Balance, Operating and Security System Patches/Update etc. Network Management Traffic Analysis, Latency, Response Times, Cabling etc. Facilities Management E.G. Hydro, A/C, Fire/Flood, Force of Nature Base & Options

25 Application Development: Product vision Business & Technology Justification Planning Organizational Process Definition & Management Organizational Training Supplier Agreement Management Development Requirements Make/Buy Detailed Design Architecture Development Methodology Coding/Compiling Technical Solution Engineering Product Integration Engineering Process and Product Quality Assurance Support Requirements Development Engineering Requirements Management Engineering Project Charters Needs Definitions Scope Evaluations Feasibility Studies Business Cases Integrated Project Management Project Planning Project Risk Management Project Monitoring and Control Unit Testing Acceptance Testing Installations Training Manuals Quality Assurance (QA) Development Certification & Accreditation Packaged Configuration Management Support Decision Analysis and Resolution Support Measurement and Analysis Support

26 Professional Services: IT Management Product vision IT Management Solution IT Project Management Managing Technology Innovation Management Management Consulting

27 Discussion & Thank You Discussion Questions and Answers Thank You

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