ITIL Introduction and Overview & ITIL Process Map

Transcription

1 ITIL Introduction and Overview & ITIL Process Map Barbara Re 1

2 Where we are? IT organization has a long trouble to improve service level to their customers without adding cost, reducing quality or introducing risks This is more critical with the effective globalization, merging and acquisition, intensive competitive pressure There is a critical impact in delivery software, platform and infrastructure as a service Dr. Barbara Re

3 How you can deliver value to your organization? Identify and focus on the highest value activities Service multiple customerswith varyingrequirements using only limited resources Define, measure and report relevant metrics to help with fact-based decision making Improve efficiency by automating standard tasks and applying lean principles to your work Unite teams and processes by understanding interdependencies and their impact Influence the organizational culture to support continual improvement activities Improve communication by encouraging the use of common terminology Identify alignment opportunities with the business by identifying and understanding the value chain Save costs by centralizing activities and teams using well defined fit-for-purpose and fit-foruse processes Be in control by clearly understanding your process responsibilities and expected outputs Build trust within the organization by understanding and aligning stakeholder goals, objectives and incentives Demonstrate business focus by taking a customer centric approach to services

4 What we need? Common Terminology and Best Practice Guidelines for help IT better value to the business, providing optimum service provisioning and justify cost Follow consolidate and industrial methodology! 4

5 ITIL Overview ITIL, formerly an acronym for Information Technology Infrastructure Library, is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business ITIL is more than 20 years old à Responding to growing dependence on IT, the UK Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s developed a set of recommendations. It recognized that, without standard practices, government agencies and private sector contracts had started independently creating their own IT management practices. Since July 2013, ITIL has been owned by AXELOS, a joint venture between Capita and the Cabinet Office. AXELOS licenses organisations to use the ITIL intellectual property, accredits licensed examination institutes, and manages updates to the framework. The latest editions of ITIL from the Cabinet Office were published in July 2011, it forms the core guidance of best management practice

6 ITIL as a reference framework ITIL is the most widely adopted framework for IT service management in the world Its practical, no-nonsense approach to the identification, planning, delivery and support of IT services to businesses has revolutionized IT service management ITIL has become a successful mechanism to drive consistency, efficiency and excellence into the business of managing IT services Thousands of practitioners now implement ITIL best practice in their working environments

7 Service Management A service is something that provides value to customers. Services that customers can directly utilize or consume are known as business services. An example of a business service that has common applicability across many industries would be Payroll Payroll is an IT service that is used to consolidate information, calculate compensation and generate pay cheques on a regular basis, and which relies on other business services such as time tracking or benefits administration to provide the extra information necessary for its calculations.

8 Pauroll Example In order for Payroll to run, it is supported by a number of technology or infrastructure services An infrastructure service does its work in the background, so that the business does not directly interact with it, but nevertheless this service is necessary as part of the overall value chain to the business service Server administration, database administration and storage administration are all examples of infrastructure services required for the successful delivery of the Payroll business service 8

9 What are the main drivers ITIL is an approach to IT service management IT organizations have traditionally focused on managing the infrastructure services and technology silos ITIL suggests a more holistic approach to managing services from end to end Managing the entire business service along with its underlying components in a cohesive manner ensures that every aspect of a service is considered (and not just the individual technology silos) so that the required functionality (or utility) and service levels (or warranty) are delivered to the business customer 9

10 ITIL can help you! Head of IT organization Reduce IT cost, Increase Quality and Decrease Risk Management Improve Decision Making (regarding to what service offer to the customer) Visibility to the total cost of ownership and utilization IT worker Increase Productivity User IT service Provide clear an effective communication 10

11 How this is done? Reporting a Metric, along well established Process with precise roles! And the organization has to follow it!!! IT IS A PHILOSOFY THAT HAS TO BE FOLOWED 11

12 ITIL Book ITIL Service Strategy ITIL Service Design ITIL Service Transition ITIL Service Operation ITIL Continual Service Improvement 12

13 The service lifecycle Service Strategy The lifecycle starts with service strategy understanding Who the IT customers are The service offerings that are required to meet the customers needs The IT capabilities and resources that are required to develop these offerings The requirements for executing them successfully Driven by strategy throughout the course of delivery and support for the service, the IT service provider must always try to ensure that the cost of delivery is consistent with the value delivered to the customer 13

14 The service lifecycle Service Design Service design ensures that new and changed services are designed effectively to meet customer expectations The technology and architecture required to meet customer needs cost-effectively are an integral part of service design, as are the processes required to manage the services Service management systems and tools to adequately monitor and support new or modified services must be considered, as well as mechanisms for measuring the service levels, the technology, and the efficiency and effectiveness of processes 14

15 The service life-cycle Service Transition Through the service transition phase of the lifecycle the design is built, tested and moved into production to enable the business customer to achieve the desired value. This phase addresses managing changes: controlling the assets and configuration items (the underlying components such as hardware, software etc.) associated with the new and changed systems service validation testing and transition planning to ensure that users, support personnel and the production environment have been prepared for the release to production 15

16 The service lifecycle service operation Once transitioned, service operation then delivers the service on an ongoing basis, overseeing the daily overall health of the service This includes: managing disruptions to service through rapid restoration after incidents determining the root cause of problems and detecting trends associated with recurring issues;; handling daily routine end-user requests and managing service access 16

17 The service lifecycle continual service improvement Enveloping the service lifecycle is continual service improvement (CSI) CSI offers a mechanism for the IT organization to measure and improve the service levels, the technology and the efficiency and effectiveness of IT processes and services 17

18 ITIL Main Roles Incident Manager The Incident Manager is responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting. [...] Problem Manager The Problem Manager is responsible for managing the lifecycle of all Problems. His primary objectives are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented. [...] Change Manager The Change Manager controls the lifecycle of all Changes. His primary objective is to enable beneficial Changes to be made, with minimum disruption to IT services. [...] Business Relationship Manager The Business Relationship Manager is responsible for maintaining a positive relationship with customers, identifying customer needs and ensuring that the service provider is able to meet these needs with an appropriate catalogue of services. [...] Project Manager The Project Manager is responsible for planning and coordinating the resources to deploy a major Release within the predicted cost, time and quality estimates. [...] Service Level Manager The Service Level Manager is responsible for negotiating Service Level Agreements and ensuring that these are met. [...] 18

19 ITIL Overall Process 19

20 Processes: ITIL Service Strategy Strategy Management for IT Services To assess the service provider's offerings, capabilities, competitors as well as current and potential market spaces in order to develop a strategy to serve customers. Once the strategy hasbeen defined, Strategy Management for IT Services is also responsible for ensuring the implementationof the strategy. Service Portfolio Management To manage the service portfolio. Service Portfolio Management ensures that the service provider has the right mix of services to meet requiredbusiness outcomes atan appropriate levelof investment. Financial Management for IT Services To manage the service provider's budgeting, accountingand charging requirements. Demand Management To understand, anticipate and influence customer demand for services. Demand Management works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand. Business Relationship Management To maintain a positive relationship with customers. Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developedto meetthose needs. 20

21 Strategy Management for IT Services subprocesses Strategic Service Assessment To assess the present situation of the service provider within its current market spaces. This includes a nassessment of current service offerings, customer needs and competing offers from other service providers. Service Strategy Definition To define the overall goals the service provider should pursue in its development, and to identify what services will be offered to what customers or customer segments, based on the results of the Strategic Service Assessment. Service Strategy Execution To define and plan strategic initiatives, and ensure the implementation of those initiatives. 21

22 ITIL Strategy Management - Roles Service Strategy Manager - supports the IT Steering Group in producing and maintaining the service provider's strategy. This role is also responsible for communicating and implementing the service strategy. IT Steering Group (ISG) - sets the direction and strategy for IT Services. It includes members of senior management from business and IT. The IT Steering Group reviews the business and IT strategies in order to make sure that they are aligned. It also sets priorities of service development programs/ projects. 22

23 Definitions (ITIL terms and acronyms) used in Strategy Management for IT Services Business Planning Information Business Planning Information includes important input from clients and external service providers, especially for devising the Service Strategy and looking for ways to improve services. This input will highlight, for example, planned business initiatives like the introduction of new product/ service offerings or the expansion into new markets, as well as information on the future development of business activity, especially expected increases in business transaction volumes. This information helps the service organization understand the businesses it serves and their plans for the future, allowing it to offer and develop the right set of services. Service Strategy Plan The Service Strategy Plan (at times referred to as the Service Strategy) is about translating a big idea regarding customer needs into a distinctive and cost-effective set of connected capabilities and resources to satisfy those needs. Strategic Action Plan The Strategic Action Plan sets out the steps required to implement the previously defined Service Strategy, defining specific tasks and responsibilities. Strategic Service Assessment The Strategic Service Assessment is used to gain insight into a service provider's weaknesses, strengths and opportunities prior to developing a Service Strategy. 23

24 Key Performance Indicators (KPIs) Strategy Management for IT Services Management More on KPI for ITIL KPIs Service Strategy wiki link (more) 24

25 ITIL Service Strategy Templates These ready-to-use templates and checklists are also a good starting point for designing ISO compliant documents and records. Service Portfolio Financial Analysis 25

26 Service Portfolio 2.1 Name 2.2 Current lifecycle status of the service 2.3 Service Type 2.4 Service Owner 2.5 Customers 2.6 Contacts and procedures for signing up to the service 2.7 Description/ desired customer outcome 2.8 Offerings and packages, variations 2.9 Costs and pricing 2.10 Dependencies 2.11 Planned changes to the service 2.12 References to further documents 2.13 Glossary 26

27 Financial Analysis 2.1 Service-focused analysis 2.2 Customer profitability 2.3 Asset valuation 2.4 Actual vs. planned spending 2.5 Funding options 2.6 Post-Program ROI (Return on Investment) Analysis 27

28 Service Design Wiki Link 28

29 Service Transition Wiki Link 29

30 ITIL Service Operation Event Management Incident Management Request Fulfilment Access Management Problem Management It Operations Control Facilities Management Application Management Technical Management 30

31 Processes: ITIL Continual Service Improvement Service Review To review business services and infrastructure services on a regular basis. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible. Process Evaluation To evaluate processes on a regular basis. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarkings, audits, maturity assessments and reviews. Definition of CSI Initiatives To define specific initiatives aimed at improving services and processes, based on the results of service reviews and process evaluations. The resulting initiatives are either internal initiatives pursued by the service provider on his own behalf, or initiatives which require the customer s cooperation. Monitoring of CSI Initiatives To verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary. Wiki Link 31

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33 Key Capabilities Adopting and adapting ITIL according to each organization s specific requirements enables service providers, regardless of type, size or location, to: Support business outcomes Enable business change Optimize customer experience Manage risk in line with business needs Show value for money Continually improve 33

34 The benefits of ITIL Alignment with business needs Negotiated achievable service levels Predictable, consistent processes Efficiency in service delivery Measurable, improvable services and processes A common language Terms are defined in a common glossary 34

35 Tool Currently there are three tools holding the certification for those 15 ITIL procesess: CA Service Desk Manager Suite,Dexon Software V6 and SAP Solution Manager Source: 35

36 Which companies use ITIL? Literally, thousands of companies worldwideand industries of all shapes and sizes have adopted ITIL Large technology companies such as Microsoft, HP, Fujitsu, IBM Retailers such as Target, Walmart and Staples Financial services organizations such as Citi, Bank of America, Barclays Bank Entertainment entities such as Sony, Disney Manufacturers such as Boeing, Toyota, Bombardier Life sciences companies such as Eli Lilly, Pfizer, Takeda Pharmaceuticals. 36

37 ITIL Walt Disnesy Parks 37

38 ITIL Implementation Project Course Step 1: ITIL Project Preparation Step 2: Definition of the IT Service Structure Step 3: Selection of ITIL Roles and Role Owners Step 4: Analysis of As-Is Processes: ITIL-Assessment Step 5: Definition of the To-Be Process Structure Step 6: Definition of Process Interfaces Step 7: Establishing Process Control Step 8: Designing the Processes in Detail Step 9: Selection and Implementation of Application Systems Step 10: ITIL Process Implementation and Training 38

39 ISO ISO promotes the adoption of an integrated process approach to effectively deliver managed services to meet the business and customer requirements". ISO does not prescribe that its requirements must be met by following the ITIL recommendations, so there are many possible ways to achieve compliance. Introducing ITIL, however, is the most widely used approach for obtaining an ISO certificate. It is also important to prove that IT processes are documented, actively managed, and continually improved. 39

40 How ITIL and ISO are related The basic principles behind ITIL and ISO are very much in line ITIL certifications are available for individuals only, whereas ISO is a certification scheme for organizations. ITIL is a rather detailed collection of best practices, while ISO is an international standard that sets out Service Management requirements for IT organizations. When organizations say they are compliant to ITIL, very often this statement is not verifiable;; a certification according to the ISO standard means there has been an objective assessment. 40

41 Recomandation vs. Certification ITIL provides guidance on what should be done in order to offer users adequate IT Services to support their business processes. ITIL qualifications are available for individuals but until recently there was no way for an IT organization to prove that it is working along the ITIL recommendations. The ISO/IEC 20000:2011 standard (abbreviated to ISO in this wiki) was conceived to fill this gap. In contrast to the ITIL books, ISO does not offer specific advice on how to design your processes. It is rather a set of requirements which must be met in order to qualify for ISO certification. 41

42 Thanks!!!! 42