1 IPMA 2006 ITIL in Practice The Alignability Process Model and HP OpenView Service Desk Presented by and Lilien Systems ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office. ITIL Glossaries/Acronyms Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce. Alignability Process Model is a trademark of Service Management Partners, Inc.
2 What is Information Technology Service Management (ITSM)? The implementation and management of Quality IT Services that meet the needs of the Business. IT Service Management is performed by IT Service Providers through an appropriate mix of: People Process and Information Technology. ITIL Glossaries/Acronyms Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce.
3 What is the Information Technology Infrastructure Library (ITIL )? A set of Best Practice guidance for IT Service Management. ITIL is owned by the OGC and is developed in conjunction with the itsmf. ITIL consists of a series of publications giving guidance on the provision of Quality IT Services, and on the Processes and facilities needed to support them. ITIL is now the most widely used and accepted approach to IT Service Management in the world ITIL Glossaries/Acronyms Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce.
4 What is the Alignability Process Model? The Alignability Process Model provides field-proven IT Service Management processes for HP OpenView Service Desk. The Alignability processes are based on a combination of the best-practice ITIL methodology and the Total Quality Management principle of continuous improvement. Alignability Process Model is a trademark of Service Management Partners, Inc.
5 Introduction to Started in 1966, now more than 800 employees across North America. WA State for almost 20 years Core Practice Areas Business Consulting Solutions Delivery Managed Services ITIL Practice established 1993 ITSM Center of Excellence Current ITSM / ITIL Expertise 144 ITIL Foundation certified 6 ITIL Practitioner Certified 8 ITIL Manager Certified (+ 12 pending 2006) Extensive track record of successful projects
7 ITSM / ITIL Recent Project Experience HP OpenView Service Desk and Alignability Process Model (State Government) with partner, Lilien Systems ITIL Awareness Planning/Training (State Government) ITIL Service Improvement Program (National Bank) ITIL Strategy for executives (Health/Insurance, Telecom) ITIL Assessment IT Operations Group (Internet) SOE / ITIL Strategy for Infrastructure Services (Internet) SAS 70 / ITIL Project Oversight (Telecom Service) Enterprise ITIL Implementation (On-line Entertainment)
8 Introduction to Lilien Systems Privately Held Founded in 1984 Office Locations Seattle, Washington San Francisco, California Coverage 13 Western States (HQ) Premiere Solution Provider 90 On-Staff Technical Certifications
9 Agenda Introduction The ITIL Framework The Alignability Process Model (Lilien Systems) Benefits of IT Service Management using ITIL and the Alignability Process Model (Lilien Systems) Questions
10 Welcome Who has attended an ITSM / ITIL information or awareness session? attended itsmf meetings or conferences? received any ITIL training? obtained ITIL certification? What level? participated in an ITIL assessment? Who is in the process of implementing ITIL? What phase?
11 Where is ITIL being used? Public Sector visionaries created a framework based on IT best practices in private and public organizations, then made it available to all. Global de facto standard Align IT services with business needs Improve IT service quality Reduce long term IT costs Adopted by IT industry leaders Practiced by hundreds of thousands of IT professionals, with a rapidly increasing number becoming certified And, ITIL plays well with others: Six Sigma CMM COBIT PMI / PRINCE2 GMAP
12 Common Challenges/Drivers Knowledge loss through loss of staff Fewer staff to accomplish the work Growing dependency on IT services Increasing difficulty managing IT assets Poor quality and/or high cost of IT services Increased visibility of Incidents Compliance and accountability pressures
13 The ITIL Framework OGC Publications COMPLIMENTARY ISSUE itsmf Pocket Guides and Dictionaries
14 ITIL Service Management Core Service Support - The core IT Service Management Processes that have an Operational focus. These are: Incident Management Problem Management Configuration Management Change Management Release Management. Service Support also includes the Service Desk. Service Delivery - The core IT Service Management Processes that have a Tactical or Strategic focus. In ITIL these are: Service Level Management Capacity Management IT Service Continuity Management Availability Management Financial Management for IT Services. ITIL Glossaries/Acronyms Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce.
15 Goals of Service Support Processes Service Desk*: provide a single, central point of contact Incident Management: restore service ASAP Problem Management: resolve problems permanently Configuration Management: track state and relationships of all managed service components Change Management: minimize change-related incidents Release Management: anticipate impacts of all aspects of a release requiring a change to an IT service * Note that Service Desk is a Function, not a process.
16 Goals of Service Delivery Processes Service Level Management: cycle of agreeing, monitoring and reporting to meet customer s objective Financial Management for IT Services: understand, optimize, and (optionally) recover IT costs. Capacity Management: provide agreed capacity and performance cost effectively IT Service Continuity Management: ensure services can be recovered within agreed timescales Availability Management: optimize capability to deliver a cost effective and sustained level of service availability
17 Common Challenges/Drivers revisited Knowledge loss through loss of staff Fewer staff to accomplish the work Growing dependency on IT services Increasing difficulty managing IT assets Poor quality and/or high cost of IT services Increased visibility of Incidents Compliance and accountability pressures
18 Building the Foundation for Information Lilien Systems Jon McCamant Director, Enterprise Management Solutions Lilien Systems
19 Tactical, Operational, Functional, Organized, Process Focus, Integrated, Effective, Efficient, Scalable, Repeatable IT Maturity Scalable & Repeatable Effective and efficient use of integrated People, Process, and Technology to meet business objectives Business value IT Fulfillment - Best Practice Based - Effective use of some ITIL, resources, and point solutions Manual tasks performed by staff to meet tactical needs Strategic importance/complexity
20 IT supply meets business demand Levels of Virtualization Technology Business value People Servers Storage Network Software Process Element virtualization Optimize utilization of server, storage or networking resources Integrated virtualization Optimize multiple environments to automatically meet service-level agreements Complete IT utility Optimize all heterogeneous resources so supply meets demand in real time Strategic importance
21 ITIL In Action ITIL is already used by over 20,000 commercial businesses, governments, non-profit organizations, and consultants. ITIL has always been non-proprietary, publicly available, and designed to work in heterogeneous environments. ITIL is continuously being improved to meet changing needs.
22 What it is and what it is not The IT Infrastructure Library (ITIL ) provides the guidelines for organizations that want to define their service management processes. It does not provide the processes themselves. Even the processes are not enough, however. They will need to have detailed work instructions behind them to provide a practical benefit to the people who are expected to follow the processes. Naturally, ITIL also does not provide tool settings. Hence, ITIL is not enough. Organizations are still expected to do a lot of work.
23 Business Problem Silos of information and knowledge Inconsistent recording, tracking & reporting Lack of a defined scalable and repeatable process Need to be ITIL focused Case Scenario Solution (Business and Technical) Single Service Desk for tracking all issues Implementing a standard solution linking people, process, and technology Adoption of a defined ITIL based process Results ITIL focused organization with integrated SLA monitoring and reporting capabilities Standardized Help Desk tracking system across the organization Increased quality and customer satisfaction, reduced downtime
24 Alignability Process Model The Alignability Process Model provides field-proven processes for the delivery and support of IT services.
25 Alignability Process Model The Alignability Process Model describes the service management processes in a simple 4-level structure. Users can use the different levels to quickly access the information they require to perform their job. The information is at the most 3 clicks away.
26 ITIL -Integrated Service Management for People Process & Technology customer experience management service management call, incident, problem work, change, project config, asset performance management SLA & service fault management network system application storage
27 Questions, Comments. John Saunders Partner in Charge (360) Don Moen Senior Consultant ITIL Service Manager (360) Jon McCamant Director, Enterprise Management Solutions (415)
28 ITSM Service Offerings Strategic Planning for IT Service Management Strategic Vision, SWOT, Process Maturity Assessment / Gap Analysis, Business Case etc. Developing & Implementing ITIL Processes Optimize IT Processes following Industry Best Practices Implementing Application Management services Implementing IT Service Management (ITSM) Tools ITSM / ITIL Tool (COTS) Evaluation, Customization, Integration, Training & Support Formal ITIL Training with certification Other Services, including Infrastructure Management (Outsourcing), Security Analysis & Design, System Audits, etc.
29 Value Proposition 144 Sierra consultants ITIL certified, target 200 Certified staff possess up to all 3 ITIL certification levels Number of staff have practitioner level experience (i.e. worked-in and / or managed IT organizations) Staff understand today s business and IT challenges Experience and expertise in implementing ITIL solutions, including ITSM Implementation Roadmaps Service integrators / honest broker
30 Value Proposition 13 years providing ITSM / ITIL services Leaders in local and national itsmf organization Industry Best Practice approach and methodology ITIL, MOF, PMI, Six Sigma, Balanced Scorecard High employee retention Ability to provide scalable services Vendor / product neutral
31 Useful Links The Alignability Process Model HP OpenView Service Desk Office of Government Commerce, Official UK ITIL site Formed in 1991, independent forum for ITIL users Gartner, Inc.
32 Glossary of Key Terms and Acronyms ITSM - Information Technology Service Management ITIL - Information Technology Infrastructure Library APM - Alignability Process Model, field-proven ITSM processes based on ITIL, including detailed work instructions OGC UK Office of Government Commerce itsmf - Information Technology Service Management Forum MOF - Microsoft Operations Framework GMAP A Washington State directive for Government Management, Accountability and Performance COBIT - Control Objectives for Information and related Technology CMM Capability Maturity Model PMI - Project Management Institute PRINCE2 - PRojects IN Controlled Environments
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