ITIL. Nicolas Richard (NRC) Inspiré d une présentation de Steve Mann (Opsys) à l ITSMF Belgium. Une évolution ou une révolution?

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1 ITIL Une évolution ou une révolution? 1 Nicolas Richard (NRC) Inspiré d une présentation de Steve Mann (Opsys) à l ITSMF Belgium

2 L origine Les administrations et le commerce de plus en plus dépendants des TI Perception (TI + projet) signifient Echec 2 Objectif (TI + projet) signifient succès

3 Comment faire? ITIL! 3

4 Historique itsmf and BSI BS15000 ISO GITIMM* is conceived quickly becomes ITIL ITIL library begins grows to 42 books SS SD ITIL 2 Spring 2007 ITIL 3 4 CCTA renamed as OGC *Government IT Infrastructure Management Method

5 ITIL 1 SUMMARY ISEB EXIN Managers Foundation Service Management on the map IT professionals introduced to processes Professional qualifications for IT staff 5

6 ITIL 1 First attempt at guidance No overall structure organic growth Lots of repetition in each book Examples quickly became dated (Technology advanced e.g. web) Needed a library to keep it in 6

7 ITIL 2 SUMMARY ISEB EXIN Managers Practitioners Foundation Maturing approach to Service Management Link to ISO Professional qualifications for IT staff Shifting focus service not just technology 7

8 Second and successful attempt at guidance ITIL 2 8 Better structure within SS and SD Still organic growth (no Master Plan ) Less repetition Examples (again) became dated Easier to handle, less volumes Easier to read (honestly!)

9 Comment faire? L amélioration permanente vaut mieux que la perfection inatteignable! 9 Le résultat: + de 3000 sociétés membres dans le monde + de personnes certifiées Source : ITSMF au 01 Sept 06

10 10

11 Comment construire ITIL 3? Consultation publique April Consult Scope June 2006 Documents on

12 Que nous apporte ITIL V3? La bonne nouvelle, c est que les changements apportés à ITIL vont vous simplifier la vie pour adopter, adapter, améliorer et utiliser les bonnes pratiques ITIL... vous apportera plus de solutions aux situations rencontrées dans la vraie vie 12 un squelette de 5 publications... Quotes : Sharon Taylor (traduit approximativement par N.Richard)

13 Un squelette de 5 publications Service Strategies Service Design Service Transition Service Operations Continual Service Improvement 13 ITIL 3 va suivre une approche en cycle de vie. En s adressant aux différents acteurs impliqués dans la fourniture de services Opérations CSIP

14 Complementary titles ITIL 3 will offer guidance that supports the practices in the core books. 14 Proposed titles for this part of ITIL include, but are not limited to: Pocket guidance Case studies Templates (e.g. business case) Governance methods Certification based study guides

15 15

16 ITIL 3 SMKS NEW to ITIL 3 is the SMKS which incorporates the existing databases e.g. Known Error, and the CMDB. Expands scope to cover knowledge management 16

17 ITIL 3 Incident Management Service requests will be no longer part of Incident Management. Request Management Service requests will be a function included in Request Management Linked to Change Management Logged through the SPOC Possibly treated as a Standard Change 17

18 ITIL 3 Release Management Widened to better reflect hardware life cycle. 18

19 ITIL 3 Problem Management A problem will stay a problem until it is fully resolved Problem Control and Error Control disappear It all becomes Problem Management Known Error record can be raised at any point End of the need for a known cause and a workaround 19

20 ITIL 3 Event Management a function A lot of material on event management Links to Service Operations processes, especially Incident and Problem and also Request Fulfilment other new functions Technology and Operations Management (in Service Operations) 20

21 ITIL 3 Availability Management The process is spread across a number of the books, primarily... Designing availability is in Service Design but also Operational aspects are in Service Operations Improving is in Continual Service Improvement 21

22 Downside to the cyclic approach Various disciplines No single place where you can read the end to end process A decision was made as to what the prominent phase was in each discipline, this decided which book the discipline would be primarily in. 22

23 What s happening right now? 23 Existing qualifications remain valid No need to resit! New exams being considered A process map is being prepared to assist navigation around the new books. New Qualification scheme being developed led by a global team. Meetings with Tool providers underway to help them prepare their enhancement to meet V3 requirements. Message from Sharon Taylor, chief architect ITIL V3

24 24

25 ITIL 3 Most of you will be interested in Service Operation Service Support and Service Delivery of old. I would say that Service Operation is the least changed of the books, so people will be very familiar with most of the stuff - can be confident that what they know has not materially changed. Message from Dave Wheeldon, author of Service Operation 25 The more things change, the more they stay the same

26 ITIL En a-t-on besoin? Qu est-ce que c est? 26

27 Une révolution? Non! Une évolution. 27

28 References OGC Results of public consultations April 2005 OGC ITIL Refresh: Scope and development plan June 2006 OGC ITIL version 3: Answers straight from the source August Plus additional material courtesy of Sharon Taylor and Dave Wheeldon

29 Annexes 29

30 Comment construire ITIL 3? Public Consultation What the public said they wanted 30 Consistent structure and navigation Preserve the concepts of Service Support and Service Delivery Include best practices that extend deeper into Service Management concepts Provide guidance on softer issues such as organisational structure, culture, interfaces to other best practices A Knowledge Management strategy (for industry best practice) Articulate value, benefits and ROI to establish value proposition of ITIL Reflect today s world, incl. Multi-sourced environments Retour

31 Service Strategies Who will be interested in it? Senior Management of both customers and service providers Why will they be interested in it? 31 Strategic analysis, planning, positioning and implementation for service models, strategies and strategic objectives Leverage SM capabilities Deliver value to customers, Capture value for service providers Help to decide on.. Capability development, Operational effectiveness, Importance of knowledge assets Retour

32 Service Design Who will be interested in it? Service Managers and providers Why will they be interested in it? Translates strategic plans and objectives, create designs and specs for execution Brings together infrastructure, applications, systems and processes Make feasible a superior service offering 32 Retour

33 Service Transition Who will be interested in it? IT Service Managers, service owners and operational staff Why will they be interested in it? To ensure the design will deliver the intended strategy To ensure the design will be operable and maintainable 33 Retour

34 Service Operation Who will be interested in it? Service owners, operational staff, vendors and service providers Why will they be interested in it? Day to day management of services through the production life-cycle 34 Retour

35 Who will be interested in it? Continual Service Improvement Service planners and designers, business and IT leaders, IT Service Managers, service owners and operational staff Why will they be interested in it? To ensure a service delivers the maximum benefit To measure its performance through its life, to suggest improvements along the way 35 Retour

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