Is ITIL All Theory and No Practice?

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1 Is ITIL All Theory and No Practice? Carolyn M. Hennings PMP, IT Service Manager 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

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3 Virginia Tech vs. Nebraska September 19, 2009 We didn t deserve to win. We didn t deserve to win. Final Score Nebraska 15 Virginia Tech 16

4 Service Delivering value to customers By creating desired outcomes Without ownership of cost and risk

5 Customer or User? Customer User How much does it cost? Is it worth it? Does it work for me? Does it help me get something done?

6 Is it a Business Service? Does it provide Direct value to customers? Desired outcomes? Without ownership of cost and risk?

7 Is it an IT Service? Does it provide Indirect value to customers? Desired outcomes? Without ownership of cost and risk?

8 Service Management Organizational Capability Provide value to customers In the form of service Processes Functions Resources Services

9 Lifecycle

10 Service Strategy

11 What is our goal?

12 Service Strategy LISA 08 Invited Talk

13 Two Key Words

14 Strategy Generation Why buy these services? Why buy from us? What pricing/chargeback models? What are our strengths and weaknesses, priorities and risk? How to allocate our resources and capabilities? 2009 Windward IT Solutions

15 Service Portfolio Management Service Portfolio Describes services in terms of business value Includes Planned Services Active Services (Service Catalog) Retired Services 2009 Windward IT Solutions

16 Demand Management Understand patterns of business activity Ensure capability of delivering service when needed by business Influencing the arrival of demand 2009 Windward IT Solutions

17 Financial Management Quantifies Value of IT Services Value of assets need to provide the services 2009 Windward IT Solutions

18 End of 1 st Quarter

19 Service Design 2009 Windward IT Solutions

20 Build the Playbook 2009 Windward IT Solutions

21 Service Catalog Management Single source Consistent information Agreed Services Available to appropriate people 2009 Windward IT Solutions

22 Service Level Management Ensure operational services Ensure measurement of service performance Ensure services and reports meet the needs of the business and customers 2009 Windward IT Solutions

23 Service Level Management LISA 08 General Session 2009 Windward IT Solutions

24 Service Level Management Trustworthy Reliability

25 Availability Management Ensure level of service availability Matches or exceeds Current or future business needs Cost-effective manner 2009 Windward IT Solutions

26 Availability Management LISA 09 Invited Talk

27 Availability Management Challenges Networking Storage Computational

28 Capacity Management Provide focus Capacity-related issues Performance-related issues Services and resources 2009 Windward IT Solutions

29 Capacity Management

30 Capacity Management

31 IT Service Continuity Management Maintain ongoing recovery capability Within IT services and supporting components 2009 Windward IT Solutions

32 IT Service Continuity Management LISA 09 Guru Is In

33 Information Security Management Align IT security with business security Ensure that information security is effectively managed in all service and service management activities 2009 Windward IT Solutions

34 Information Security Management LISA 09 Invited Talk

35 Information Security Management

36 Supplier Management Obtain value for money from suppliers Ensure suppliers perform to agreed targets Conform to terms and conditions 2009 Windward IT Solutions

37 Service Transition 2009 Windward IT Solutions

38 Practice 2009 Windward IT Solutions

39 Change Management Ensure Standard methods and procedures used for all changes All changes recorded in Configuration Management System Optimize business risk 2009 Windward IT Solutions

40 Half-time

41 Service Asset and Configuration Management Service assets and configuration items: Identify, control, record, report, audit, and verify Account for and manage Protect integrity Establish and maintain accurate and complete Configuration Management System 2009 Windward IT Solutions

42 Service Asset and Configuration Management LISA 08 Invited Talk

43 Service Asset and Configuration Management

44 Release and Deployment Management Define and agree on plans Ensure compatibility of release package components Ensure accurate recording of components Track, install, test, verify, and/or back-out Record and manage deviations, risks and issues Ensure knowledge transfer 2009 Windward IT Solutions

45 Release and Deployment Management LISA 09

46 Release and Deployment Management

47 Knowledge Management Ensure the right information Available in the right place Available at the right time Enable informed decision 2009 Windward IT Solutions

48 Knowledge Management LISA 08 Keynote Address

49 Knowledge Management

50 Transition Planning and Support Plan for appropriate capacity and resources for Packaging a release Build, Release Test Deploy Establish New or changed service into production 2009 Windward IT Solutions

51 Service Validation and Testing Provide objective evidence Support requirements Meet agreed service levels 2009 Windward IT Solutions

52 Evaluation Performance testing Prior to release Actual performance measured against predicted performance 2009 Windward IT Solutions

53 Service Operation 2009 Windward IT Solutions

54 Game Day 2009 Windward IT Solutions

55 Service Operation Processes Event Management Incident Management Problem Management Access Management Request Fulfillment Functions Service Desk Technical Management IT Operations Management Application Management 2009 Windward IT Solutions

56 Event Management Detect events Interpret events Determine appropriate action 2009 Windward IT Solutions

57 Event Management LISA 08 Refereed Paper

58 Event Management

59 End of 3 rd Quarter

60 Incident Management Restore normal service Quickly as possible Minimize adverse impact Ensure service quality and availability 2009 Windward IT Solutions

61 Incident Management LISA 08 Invited Talk

62 Incident Management

63 Problem Management Manage the lifecycle of problems Prevent problems and resulting incidents Eliminate recurring incidents Minimize impact of incidents 2009 Windward IT Solutions

64 Problem Management LISA 09 Refereed Paper

65 Problem Management

66 Access Management Allow the right users Able to use a service or group of services Execution of Security and Availability policies 2009 Windward IT Solutions

67 Access Management LISA 09 Refereed Paper

68 Access Management

69 Request Fulfillment Users request and receive standard services Provide information about standard services Deliver the standard service 2009 Windward IT Solutions

70 Service Desk Functional Unit Dedicated staff Responsible for handling service events 2009 Windward IT Solutions

71 Technical Management Groups providing Technical expertise Overall management of IT Infrastructure Maintains technical knowledge Provides resources to support the ITSM Lifecycle 2009 Windward IT Solutions

72 IT Operations Management Groups performing day-to-day activities Ensure delivery of agreed IT service levels Value is delivered Examples: Ensuring a device or system is actually running Plans turned into actions Short-term activities repeated over a long period of time 2009 Windward IT Solutions

73 IT Operations Management LISA 09 General Session

74 IT Operations Management

75 Application Management Managing and supporting operational applications Involved with design, test, and improvement of applications Not the same as an applications development team 2009 Windward IT Solutions

76 Continual Service Improvement 2009 Windward IT Solutions

77 Reviewing the tapes 2009 Windward IT Solutions

78 7-Step Improvement Process Vision, Strategy, Goals Should Measure? Take Action Can Measure? Present and Use Gather Data Analyze Process 2009 Windward IT Solutions

79 Gather Data, Analyze LISA 09 Invited Talk

80 Gather Data, Analyze

81 Lifecycle

82 My Hypothesis Everything we do in IT can be mapped to something in the IT Infrastructure Library Yet to be proven or disproven

83 Game Over

84 Press Conference

85 Is ITIL All Theory and No Practice? All opinions expressed are those of the presenter. Contact:

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