IT Service Management in Practice

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1 IT Service Management in Practice Karl Czerny - Gasse 2/2/32 A Vienna office@walter-abel.at 1

2 IT Service Management in Practice ITIL 2011 Process Library The Solution for Process Oriented IT Service Management Dipl.-Ing. Walter Abel Managing Director 2

3 The Definition: ITIL - IT Infrastructure Library u The goal is business oriented management of the lifecycle of IT services u Well accepted international standard for IT Service Management u First published in 1989 by the British Office of Government Commerce u Mature and field-tested - actual version 3 with additions in 2011 Best practices quickly become good practices, which become commodities, generally accepted principles, received wisdom, or regulatory requirements. 3

Office of Government Commerce u Mature and field-tested - actual version 3 with additions in 2011 Best practices

4 IT Governance Standards behind ITIL System Engineering ISO SPICE ISO CMMI CMMI - DEV (Development) Software Development ISO CMMI - ACQ (Acquisition) IT Service Management ISO Quality Management ISO 9000 ff. CMMI - SVC (Services) IT Service Management ISO COBIT Corporate Governance Rules SOX, EuroSOX, etc. Information Security ISO ff IT Service Management ITIL COBIT (Control Objectives for Information and Related Technology) SPICE (Software Process Improvement and Capability Determination) CMMI (Capability Maturity Model Integration) 4

CMMI - SVC (Services) IT Service Management ISO 20000 COBIT Corporate Governance Rules SOX, EuroSOX, etc.

5 For the very beginning: Service everywhere u The car dealer today sells mobility and not only a car. u The telecommunications provider sells a reachability- and information serviceand does not only provide a telephone. u The cleaning service assures a clean building and does not only provide cleaning personnel. u The IT.? Customers do not ask for a ¼ inch drill, they want a ¼ inch hole. Theodore Levitt, Harvard Business School 5

telephone. u The cleaning service assures a clean building and does not only provide cleaning personnel.

6 The real context: Processes - Service - Infrastructure How you execute your business (what makes you unique) Here the ¼ inch hole is made! With what you are working (what enables the uniqueness) Here are the ¼ inch drills! Technology in the background (which simply has to work) 6

made! With what you are working (what enables the uniqueness) Here

7 The real context: Management Perspective Business Management Plan (Strategy) Control (Management) Measure (Controlling) provides Business Services for the Customer IT Service Management Plan (Information System Strategy) Control (Service Level Management) Measure (Service Level Agreement) provides IT Services for the Business Management IT Infrastructure Management Plan (Information Technology Strategy) Control (Capacity-, Availability-. Security Management) Measure (Monitoring, Continuity Management) provides the tools for IT Service Management 7

Level Agreement) provides IT Services for the Business Management IT Infrastructure Management Plan (Information Technology Strategy)

8 The real context: Process Perspective Business Process Management IT Service Process Management 8

9 Our answer: ITIL 2011 Process Library u 152 best practice standard process graphs according to ITIL 2011 in BPMN 2.0 u multilingual (German, English) u level of detail without limitation of universality u detailed role descriptions u extensive checklists for implementation and operation u easily adaptable to the requirements of any enterprise u integrable in the enterprise business process model u available for Signavio Process Editor (shown within this presentation) or as Ebooks u Reduces the implementation costs of an ITSM project tremendously (lower consulting- and project costs) 9

implementation and operation u easily adaptable to the requirements of any enterprise u integrable in the enterprise business process model u

10 ITIL 2011 Process Library: The Structure u 6 process landscapes as overview (1 general, 5 ITIL discipline specific) u 38 linked interface diagrams (documentation of main information flows between business and IT processes respective between ITIL disciplines) u 114 linked process diagrams (modeled in BPMN 2.0) u Huge amount of linked accompanying documents (templates & checklists) u Complete integrated role descriptions 10

processes respective between ITIL disciplines) u 114 linked process diagrams (modeled in BPMN 2.

11 ITIL 2011 Process Library: Why BPMN 2.0? u BPMN (Business Process Model and Notation) develops to the first real standard of process modeling up to usage across the border of process management systems of different manufacturers with the new release 2.0 u Especially the operational ITIL processes are candidates for automation of workflows, many systems start to support this u BPMN 2.0 XML allows this in an unprecedented simplicity 11

12 ITIL 2011 Process Library - the Content: Service Strategy 12

13 ITIL 2011 Process Library - the Content: Service Design 13

14 ITIL 2011 Process Library - the Content: Service Transition 14

15 ITIL 2011 Process Library - the Content: Service Operation 15

16 ITIL 2011 Process Library - the Content: Continual Service Improvement 16

17 ITIL 2011 Process Library: The Process Landscapes Clicking the red marked process symbols leads to the corresponding interface diagram of the ITIL discipline respective process group Level 0: ITIL general architecture Level 1: ITIL discipline 1) Level 2: ITIL process group Level 3: ITIL detail processes Clicking the green marked process symbols leads to the corresponding ITIL detail process 1) ITIL Disciplines: - Service Strategy - Service Design - Service Transition - Service Operation - Continual Service Improvement 17

ITIL process group Level 3: ITIL detail processes Clicking the green marked process symbols leads to the corresponding ITIL detail

18 ITIL 2011 Process Library: The Interface Diagrams Clicking a process symbol leads to the diagram of the respective process thus providing intuitive and easy navigation Clicking a graphical process element opens the detailed description of the element (see later) 18

providing intuitive and easy navigation Clicking a graphical

19 ITIL 2011 Process Library: The Process Diagrams Clicking a task symbol leads to the detailed description of the respective task thus providing intuitive and easy reading of the processes (see later) 19

description of the respective task thus providing

20 ITIL 2011 Process Library: The Portal View Navigation Area Detail Area Process Area 20

21 ITIL 2011 Process Library: Additional Detail Information Clicking a task symbol leads to the detailed description of the respective task and the linked documents (if defined) 21

22 ITIL 2011 Process Library: Role Descriptions Clicking a role symbol or the header of a pool leads to the detailed description of the respective role Here the role description is provided, also attached documents are possible (for instance company specific role documents) Also the usage of the specific role in other processes can be seen 22

23 ITIL 2011 Process Library: Responsibilities (RACI) 23

24 Your questions? 24

25 Schlussbild Together on the road to success.. let us create the future together. Dipl.-Ing. Walter Abel Management Consulting Karl Czerny - Gasse 2/2/32 A Vienna ITIL is a registered trademark of the Cabinet Office in Great Britain and other countries. Tel: Fax: office@walter-abel.at Internet:

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