ITIL and ITUP, and some real words too. - A context for modern ITSM. Ivor Macfarlane IBM Global Technology Services Henrik Toft IBM Software Group

Transcription

1 ITIL and ITUP, and some real words too - A context for modern ITSM Ivor Macfarlane IBM Global Technology Services Henrik Toft IBM Software Group 2006 IBM Corporation 2008 IBM Corporation

2 In the beginning Once upon a time IT was all about functions and Infrastructure management Service was something in a tennis match 2 2

3 Functions doing your bit People in the function groups just did things Because that was their job Self-contained little things Like getting an engine running 3 3

4 Processes a gift from the good fairy of ITIL? No, because we always had processes ITIL V2, BS15000 and other good guidance made us look in a process way Once we see our processes, then we can improve them ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce 4 4

5 Process is not new Gave us a way to see Identify and improve Processes became visible They are tools Based on experience 5 5

6 So we became process people I all 10 ITIL processes Except of course that they aren t real They all interface, interact and interrupt Means to an end No more real than atoms 6 6

7 Dedicated followers of fashion We loved our processes But talked about services And called ourselves Service managers But if you don t know what services you supply then you can t be doing service management 7 7

8 The real progression: Function Process Service 8 8

9 Do we mean lifecycle? Operate Design Transition 9 9

10 Frogs, people and services Usually just the one life each - reincarnationists excepted of course With a structure of life components 10 10

11 Know what your service is Don t get fooled by complicated components means application end service 11 11

12 Evidence of our service life being there Strategy Design Transition Operation Improvement Budgets Customers Services Assessments Capabilities Resources Assets Opportunities Architecture Technology Services Suppliers IBM Software RelationshipsGroup Data Lotus Functions software Partners Ideas Changes CIs Knowledge Projects Information Incidents Problems Events Technicians Processes Ideas Experiences Statistics SLAs Opinions Critics 12 12

13 Business focus Service focus = business related All about being useful what hurts the company? And focusing on making the hurt go away Need to see the big picture Match approach to conditions, constraints and opportunities Use what helps most 13 13

14 V3 living in the wider best practice environment CMMI TOGAF etom Six Sigma PMBOK PRINCE2 SOA COBIT M_o_R ISO/IEC SOX Certified Training ISO/IEC ISO/IEC OGC, TSO, APMG

15 The IBM Tivoli Unified Process (ITUP) 15

16 Thanks Ivor Macfarlane Global Technology Services Mobile: Henrik Toft Tivoli Software Mobile: IBM Corporation 2008 IBM Corporation