2009 NMCI Conference: Implementing ITIL Session 1: ITSM Process

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1 2009 NMCI Conference: Implementing ITIL Session 1: ITSM Process ITSM COE

2 Agenda Background ITSM Overview ITIL and Service Delivery Adopting ITIL to NGEN SE&I Activities 2

3 Background Develop Government Competency Representative Transition Efforts: Development ITSM Center of Excellence framework NETOPS framework ETA execution Governance/Transition Program Office (TPMO) standup Establish Government Management & Control Representative Transition Efforts: Initial Functional Transfer Transition of NGEN Enterprise Management and Control Functions Governance Information assurance Asset management (Enterprise) Network operations control Transition Contractor Operations Representative Transition Efforts: Implementation & Refinement Transition of tactile functions and services Service Desk Touch labor Server farm operations Key Objectives Early Transition Activities Enterprise ITSM Tools Identified Tactile transition plan for each retained C2 function Key Objectives Early Transition Activities ITSM/ITIL Processes Defined Populate tools Begin Knowledge Transfer Key Objectives Transfer run book knowledge to successors Conduct segment transitions 3

4 ITSM Process Development One of Several NGEN ETAs Early Transition Activities (ETAs) are high priority activities which are necessary to prepare for and/or facilitate an effective migration of services from NMCI to NGEN. ETA Objectives - Develop a Government core competency in IT service management. - Reduce cost, schedule and performance risk to the Program. - Ensure that the people, processes and technology are identified and prepared to support a successful transition of services. Multiple Design Teams Working in Parallel Process Owner Process Owner Process Owner Process Design Lead Process Design Lead Process Design Lead Process Design Process Design Process Design Multiple Governme nt Stakeholde rs Multiple Governme nt Stakeholde rs Multiple Governme nt Stakeholde rs ITIL SME ITIL SME ITIL SME ITSM Center of Excellence (COE) ITSM/ITIL Overview Training ITIL Process Development Workshop Common Design Templates Design Standards and Tools Work Product Reviews Quality Standards Certify Compliance of Deliverables Integrated & Standardized Enterprise Deliverables Processes & Procedures Roles & Responsibilities Tool Req s Policy Documents Performance Mgt. Plans Training & Communications 4

5 What is ITSM? What is ITSM? ITSM is the industry acronym for Information Technology (IT) Service Management. Is the people, process, and technology used to provision IT Services and manage IT infrastructure in a standardized, repeatable, and cost-effective manner. ITSM is practiced by all IT service provider organizations, whether planned or ad-hoc. Leading IT organizations differentiate themselves by demonstrating a high level of process maturity and continuous improvement in the delivery of quality services at optimized cost. Process Best Practices IT Service Management Structure, Roles, Responsibilities People ITSM Tools, CMDB Technology 5

6 ITSM Defined IT Service Management (ITSM) is defined as: The implementation and management of Quality IT Services that meet the needs of DON. IT Service Management is performed by IT Service Providers through an appropriate mix of People, Process, and Information Technology. Source: ITIL v3 Service Strategy Book 6

7 ITSM applied to DON The relevance of the ITSM definition at DON is shown below: The DON and 3 rd Party Vendors Sailors, Marines, and Naval Civilians The different services DON has defined in the Service Specification The implementation and management of Quality IT Services that meet the needs of DON. IT Service Management is performed by IT Service Providers through an appropriate mix of People, Process, and Information Technology. Government employees, contractors, and 3 rd party vendors The consistent and repeatable steps that EVERYONE uses to perform their functions The systems, networks, tools and other technologies that DON leverages to support DON operations 7

8 ITIL What You Need to Know What is ITIL? ITIL is the industry acronym for the Information Technology (IT) Infrastructure Library. Is the predominant global IT governance framework for improving ITSM performance. Proven framework of best-practices that has been successfully applied by organizations of all sizes across industries (i.e., company and industry agnostic). Adaptable to each organization based on strategic needs and IT process maturity. ITIL V3 FRAMEWORK 8

9 ITIL is an established, but not off-the-shelf approach What ITIL is ITIL promotes the concept of a customer - oriented service organization As a standardized process framework, ITIL facilitates benchmarking with other organizations, and can make it easier to outsource activities ITIL offers an established framework of best practices towards IT process excellence (processes, activities and roles) ITIL provides a consistent glossary of IT terminology ITIL provides a foundation for an integrated approach to IT Service Management ITIL certification (foundation, mastery) can be valuable in developing IT professionals Software vendors for IT process automation and ESM are aiming to be compliant with ITIL What ITIL is not ITIL is not meant to provide a complete, detailed IT operations process reference model ITIL does not offer alternative process frameworks fully suitable to a company s existing structure (service vs. technically based IT, central vs. decentralized/distributed organization, cost vs. profit center, ERP vs. legacy systems, etc.) ITIL is meant to focus on operational IT processes. It needs to be supplemented with strategy, governance and relationship management processes There is no ITIL certification for IT organizations/ service providers ITIL does not offer approaches for sequencing or implementation planning. 9

10 What Comprises ITIL V3? ITIL V3 consists of five books describing best practices for IT Service Management: End-to-End Service Management Throughout the Entire Lifecycle of a Service: Service Strategy Service Design Service Transition Service Operations Continual Service Improvement Holistic Management of all IT 24 Process Disciplines 4 Functional Areas Knowledge Mgmt. Evaluation Supplier Management Service Validation & Service Catalog Mgmt. Testing Information Security Transition Planning & Management Support Strategy Generation IT Service Continuity Release and Management Deployment Mgmt. Demand Management Service Portfolio Mgmt Financial Management Capacity Management Availability Mgmt. Service Level Mgmt. Service Asset and Configuration Mgmt. Change Management IT Operations Management Function Application Mgmt. Function Technical Mgmt Function Service Desk Function Request Fulfillment Event Management Access Management Problem Management Incident Management Service Strategy Service Design Service Transition Service Operations Continual Service Improvement 10

11 ITIL Adoption Across the Industry Nearly 60% of 100 U.S. CIOs polled in 2008 confirmed that they are working with ITIL (Source: 2008 Network World Poll) ITIL Adoption Trends by Industry (Source: 2007 Computer Economics Poll) Wholesale 36% 14% Manufacturing 33% 11% 14% Healthcare 42% 8% 8% Retail 27% 9% 27% Researching/Planning Professional Svcs 36% 14% 21% Implementing Banking/Finance 13% 40% 20% In Place Government 50% 9% 14% Insurance 33% 13% 33% Energy/Utility 42% 25% 25% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 11

12 NGEN Service Delivery Fabric *ITIL v3 Provides the Foundation of Enterprise Standards for Effective & Efficient Service Delivery IT Operations Management Function Knowledge Mgmt. Application Mgmt. Function Strategy Generation Demand Management Service Portfolio Mgmt Supplier Management Service Catalog Mgmt. Information Security Management IT Service Continuity Management Capacity Management Availability Mgmt. Evaluation Service Validation & Testing Transition Planning & Support Release and Deployment Mgmt. Service Asset and Configuration Mgmt. Technical Mgmt Function Service Desk Function Request Fulfillment Event Management Access Management Problem Management Financial Management Service Level Mgmt. Change Management Incident Management Service Strategy Service Design Service Transition Service Operations Continual Service Improvement 12

13 ITSM Investment Areas and Benefits Investments Process Analysis/Redesign Service Definition Metrics Design Implementation Documentation Benefits Consistent Service Higher Productivity Improved Quality Ability to Measure and Benchmark Service Quality Process Investments Skills Assessment New Job Profiles New Role Definitions Training Communication Restructuring Benefits Aligned with Customer Reduced Task Effort Reduced Staff Level More Job Satisfaction Less Overhead People Best Practices IT Service Management Structure, Roles, Responsibilities ITSM Tools, CMDB Technology Investments SW License/ Maintenance Hardware IT Training System Integration Benefits Reduced Downtime Increased Automation Higher Productivity Measurability/Auditable Increased Data Accuracy Similar to OPNAV 4790, ITSM provides the step-by-step instructions for how to handle IT services in a consistent and successful manner 13

14 Long Term Benefits of Adopting ITIL: Benefits of Standardization Aviation Example In the 1960s, an estimated planes were lost per year. The Navy later instituted processes and procedures known as Naval Aviation Maintenance (NAM) / OPNAV Once these processes were instituted, the loss of aircraft were quickly and dramatically reduced Planes Lost per yr The introduction of jet aircraft fleets led the airline industry to apply a expertise to improving the effectiveness of preventive maintenance The Navy is the first service to apply the methodology Continual service improvement applied to OPNAV 4790 procedures OPNAV 4790 standard operating procedure 1-2 Planes Lost on Average per yr Current Maturity Level 1 Maturity Level 2 Maturity Level 3 Maturity Level 4 Maturity Level 5 14

15 Adopting ITIL to NGEN 15

16 ITIL Enables DON to Support NGEN Achieving NGEN s 4790 NMCI Roles and Responsibilities NGEN Roles and Responsibilities Design & Technical Mgmt Vendor Ownership and Control Operations Mgmt Vendor Ownership and Control ITIL Process Development Vendor Supported Design & Technical Mgmt DON Ownership and Control Operations Mgmt DON Ownership and Control Vendor Supported DON Influence NGEN s ITIL implementation significantly enhances the government s ability to manage and operate NGEN NMCI COSC NGEN 16

17 Adopting ITIL to NGEN: Incremental Multi-Level Approach ITIL s Common Standards, Roles and Vocabulary are the Foundation of NGEN s Service Delivery Model Level A Level B Level C Level D ITIL Books DON Policy/DOD Governance The Whats of the process SOW/RFP Requirements The Hows of the process Subprocess Steps Roles & Responsibilities Operations Handbook 17

18 Adopting ITIL to NGEN: Process Level Example Level A Open Incident Ticket Assign Incident Severity Assign Incident Owner Level B Open Remedy Application Designate Incident Source Enter User Name Level C Click on Incident Source Enter Incident Time Enter Incident Source Level D 18

19 Adopting ITIL to NGEN: Level A Processes, Data and Roles Level A - Attributes and Deliverables DOD/DON Policy and Guidance Key Process Dependencies High-Level Roles & Responsibilities Tool Interoperability Requirements Service Specification (SS) Appendix E 19

20 7. Implement Corrective Actions 6. Present an d Use th e i nfo rmation. 1. Define what you shoul d measure. 2. Defi ne what you can measure. ITIL 7 Step Process 5. Anal yze the d ata. 3. Gather the data. 4. Process the data. Adopting ITIL to NGEN: Level B Processes, Data and Roles Level B - Attributes and Deliverables PM and Operational Control SOW & RFP Requirements High-Level Process Designs, Interfaces & Workflows Critical Success Factors (CSFs) & Key Performance Indicators (KPIs) ITSM Process Interface Document (PID) 20

21 Adopting ITIL to NGEN: Level C Processes, Data and Roles Level C - Attributes and Deliverables Service Delivery and Governance SLA Performance Criteria and Metrics Process Boundaries and Constraints Authority Matrix (RACI - Roles & Responsibilities) Enterprise Standard Deliverables Processes & Procedures Roles & Responsibilities Performance Management Tool Requirements 21

22 Adopting ITIL to NGEN: Level D Processes, Data and Roles Level D - Attributes and Deliverables Business Rule based Performance Enforcement SLA Capture and Adjudication Operations Handbook/Work Instructions Developed and Performed by combinations of DON Operators, NGEN Program Management and NGEN Service Providers 22

23 Adopting ITIL to NGEN: ITIL Process Design Each ITIL process will be designed by an expert team consisting of key roles: Process Owner Process Design Lead ITIL SME (on the specific area of development) Representative SMEs from Government Stakeholder Organizations Who are Responsible, Consulted, or Informed with Respect to the Process Being Developed Inputs to Process Design Teams 1. Gaps or pain points with current practices that need to be addressed 2. ITIL High Level Process Map 3. ITIL Training 4. ITIL SME Assistance Process Owner Process Design Lead Process Design Multiple Government Stakeholders ITIL SME Outputs from Process Design Teams 1. Process and Procedure Document 2. Policy Document 3. Roles and Responsibilities Document 4. Performance Management Plan 5. Tool Requirements Document 6. Training and Communication Plan 23 23

24 Training is Imperative to Success Promote understanding across your program stakeholders of ITSM and ITIL. ITIL Foundations Training 3 day course for NGEN stakeholders where participants come away certified in their knowledge of ITIL best practices 117 People Trained To Date One day awareness An overview of ITIL processes that defines process, identifies interdependencies, roles and important factors and challenges with deploying ITIL processes 20 People Trained To Date Executive Overview 4 hr training for NGEN executives to provide understanding of the importance and value of applying proven practices into NGEN s Service Management Strategy. 20 People Trained To Date Tools Overview in progress 24

25 SE&I Activities 25

26 ITSM Center of Excellence (COE) The ITSM COE started as grass roots effort to address the need for IT process definition, standardization, and governance for NGEN Mission The ITSM COE exists to provide a single authoritative source for ITSM process and tool guidelines, standards, training, knowledge management, and governance to enable service coordination for the purpose of supporting the transition and longterm sustainment of NGEN Advantages A DON-wide recognized team to provide guidance and expertise related to IT Service Management implementation and improvement Coordinated ITSM efforts across the DON that can be used and re-used by every IT function Key Attributes Personnel trained and fluent with ITSM principles, concepts and methods Contributes to the ability of DoN to adapt quickly as the environment changes Aligns IT service delivery with business needs Enables re-use and faster deployment to Don Reduces risk, redundancy, and support complexity Key Activities Aligns ITSM efforts across NGEN Drives ITSM process implementation and compliance Establishes ITSM enterprise standards, procedures, and governance Promotes ITSM Awareness Campaign Manages ITIL certifications Manages ITSM knowledge management Act as primary POC for sourcing and vendor management 26

27 Roadmap Realignment The ITIL Roadmap created in early 2008 will be realigned to correlate with new considerations (COSC, AOA results, etc.) Initial ITIL Roadmap completed NGEN Industry Day / COSC Begin COSC acquisition announced negotiation with EDS IP Report completed IF Final Report completed ITIL Roadmap Realignment completed Jan 08 Feb 08 Mar 08 Apr 08 May 08 Jun 08 Jul 08 Aug 08 Sept 08 Oct 08 Nov 08 Dec 08 Jan 09 Feb 09 Mar 09 Apr 09 May 09 Jun 09 Jul 09 Aug 09 Initial ITIL Roadmap Created COE community Defined target future state vision based on current information Grouped and prioritized ITIL processes based on current state assessment, future state, NMCI lessons learned, and industry best practices Key Activities ITSM COE continues to grow A level processes defined B level processes being developed Service Specifications defined Continuity of Services Contract Acquisition Plan approved Analysis of Alternatives being near finalization IP and Infrastructure projects baseline completed ITIL Roadmap Realignment Realign the existing ITIL Roadmap processes Validate the future state vision for process development Provide strategic guidance for overall ITIL Realignment and help mitigate risk Provide synergy and commonality across all SE&I ETAs (i.e. data center and beyond) 27

28 Inputs to Roadmap Realignment Multiple factors will influence the next generation of the ITIL roadmap in addition to all the previous considerations SPO and DON CIO Key Activities USMC ITIL Activities ETA Activities NetOps ITIL Activities TDOP 2 ITSM COE Activities Insource/Outsource Requirements Interoperability Continuity of Services Contract (COSC) NGEN Timelines and Key Events Analysis of Alternatives (AOA) 28

29 Contents of the ITIL Roadmap ITIL V3 is a comprehensive and consistent set of best practices for IT service management which integrates business strategy with IT service strategy. The ITIL processes have been grouped and prioritized based on a DON current state assessment, future state vision, NMCI Lessons Learned, and industry best practices. ITIL Processes (Grouped and Prioritized) NGEN Milestones Process Levels and Timing 29

30 Summary of ITSM Efforts Leverage the ITIL framework for proven practices as the starting point for NGEN ITSM Process Development Training is vital to the success of ITSM process standardization Use stakeholders and SMEs to define the processes, procedures, roles, and responsibilities required to achieve the program objectives Continual service improvement will be critical to establishing mature and consistent process 30

31 PM NGEN Point of Contact 31

32 Questions 32

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