Leverage Project Management with ITIL Service Management

Transcription

1 and Graham Furnis - and Leverage with ITIL is focused on doing things right when running your projects. will help focus your projects on doing the right things for achieving successful business outcomes. 1 Agenda: 1. Defining our Terms 2. Compare Best Practice Frameworks for and 3. A Walk Through 1. Initiation and ITIL Strategy 2. Planning and ITIL Design 3. Execution, Monitor & Control with ITIL Transition 4. Close and ITIL Operations 5. ITIL Continual Improvement 4. Summary 5. Evening Wrap Up & Door Prizes 2 1

2 and Definitions Best Practice Framework A structure, generally in the form of a lifecycle, for describing successful actions proven over time to manage something A business philosophy for delivering a product as an integrated solution described as a service ITSM (IT ) An IT business philosophy for delivering IT technology as an integrated service solution ITIL (IT Infrastructure Library) A complete and specific ITSM framework for managing, developing, delivering, supporting and improving IT s 3 ITIL Lifecycle Design Design Coordination Level Catalog Availability Capacity Supplier Information Security IT Continuity Strategy Portfolio Business Relationship Financial Demand Strategy Design Transition Strategy Improvement Operation Transition Transition Planning & Support Change Asset & Configuration Release & Deployment Validation & Testing Change Evaluation Knowledge Operation Event Incident Request Fulfillment Problem Access Continual Improvement The Seven Step Improvement Process Desk Technical IT Operations Applications 4 2

3 and Comparing the Lifecycles IT ITIL Lifecycle Strategy Design Transition Operations Improvement PMBOK Lifecycle Initiation Planning Execution Monitor & Control Close P D A C 5 We Need a Theme? What product / service are we receiving tonight? Presentation s? Food s? Beverage s? Beer!! 6 3

4 and The : Introduce Draft Beer products to the Pub The Quick Charter Currently bottled beers only Install draft beer equipment to and serve draft beers 7 PMP Recap: What do we need to do for the project? The quick product requirements Install keg brackets Install draft plumbing Install bar taps Requirements Deliverables The Charter The PM Plan Scope Components WP WP WP Time Quality Act Act Act Act Act Act Cost The outcome Serving new draft beer 8 4

5 and We can do better: An ITSM Approach based on ITIL - PMBOK Lifecycle Initiation Planning Execution Monitor & Control Close Charter Business Case Product Description PM Plan Requirements Scope Time Quality Sign off / Approval Risks Development / Check & Act Transfer Acceptance Sign off / Close IT - ITIL Lifecycle Strategy Design Transition Operations Improvement Charter Business Strategy Catalog Description Models Delivery Support Development Availability Capacity Continuity Security Design Package SERVICE AGREEMENTS Development Check & Act Transfer Acceptance Sign off Request Fulfilment Access Incident Problem Event Ongoing Review Ongoing Improvements CSI Register 9 Strategy: The : Draft Beer as a Core = the main outcome Capability to serve Draft Beer Enabling s = necessary support services for customers to use the core service with satisfaction Bar tending, Waiting staff Draft beer menu And much more Enhancing s = the differentiator; the excitement factor Branded draft glasses; branded coasters Multiple draft beer brands Tasting samples Waiters in theme apparel 10 5

6 and Strategy: Charter Providing High Level Direction Financial Strategy Business Case Demand Forecasts Program Portfolio Catalog = Portfolio Business Relationship Operations Office Office 11 Design: Requirements Models & Designs The Delivery Model customer focused Level Agreements Managing Expectations Catalog Publish & Promote Draft beers inside Availability Capacity Supplier Continuity Security Use / Consumption / The Customer Progressive Elaboration 12 6

7 and Design: More Requirements More Models & Designs The Support Model Operations Catalog Agreements Referencing Request Fulfilment The Desk How many options are there to place an order? Walk up to the bar Request button on tables staff Text Messaging Access Incident Problem Ordering & Enquiring / The Customer Event Progressive Elaboration 13 Transition Development Sign off / Approval Design Package Transition Release & Deployment Change Integration Change Asset & Configuration Configuration Validation & Testing Change Evaluation Quality Risk 14 7

8 and The Result: A complete service solution and project success!!! Draft beers inside Draft Beer as a The Complete Business Solution!! 15 Thank You! Cheers! Happy and Safe Holidays! Please contact us if you would like to present at one of our next PDU nights. Next PMP Exam Prep Course Starts Jan 14, 2013 Graham@FurnisPMP.com 16 8