ITIL and the PMBOK. David Pultorak Chief Executive Pultorak & Associates, Ltd.

Transcription

1 ITIL and the PMBOK David Pultorak Chief Executive Pultorak & Associates, Ltd. PMI ISSIG Professional Development Symposium 2005 June 13, 2005, San Francisco, CA Session S11 Monday June 13, 2:15-3:30 pm

2 What we will cover Introduction to ITIL Why and how organizations are adopting ITIL Mapping ITIL to the PMBOK Getting started with ITIL

3 Polling Question 1: Where are you with ITIL? We ve just now heard of it We ve adopted the PMBOK, and are considering ITIL We ve read the core ITIL books We ve taken the self-assessment/read the pocket guide We ve taken some ITIL courses We re implementing ITIL

4 ITIL is a Set of Books: the IT Infrastructure Library T he Planning to Implement Service Management T he B us i n e ss The Business Perspective Service Support ICT Infra- structure Management Service Delivery Security Management Applications Management T ec h n o l o g y Created by UK Office of Government Commerce (OGC) Published by The Stationery Office (TSO) Gives guidance on the provision of quality IT services Embodies best practice for IT service quality Encourages organizations to adapt and adopt ITIL

5 ITIL is a Set of Books: the IT Infrastructure Library (continued) ITIL Service Support and Service Delivery Service Desk, Incident, Problem, Change, Configuration, Release, Service Level, Availability, Capacity, Financial, and Service Continuity Management Security Management Necessary supplement, as Service Delivery refers to but does not include this content itsmf ITIL Pocket Guide Service Support and Delivery in capsule form Planning to Implement Service Management Covers ITIL benefits and how to achieve them

6 ITIL is a Set of Books: the IT Infrastructure Library (continued) The Business Perspective Covers Business Continuity Management, Partnerships and Outsourcing, Surviving Change and Business Transformation ICT Infrastructure Management Covers Network Service, Operations, Systems, and Local Processor Management, and Computer Installation and Acceptance Applications Management Covers the Software Development Lifecycle

7 The ITIL Service Support and Delivery Books Service Desk function Incident Management Problem Management Change Management Release Management Configuration Management Capacity Management Availability Management Service Level Management Financial Management for IT Services IT Service Continuity Management

8 What Makes ITIL Attractive to Organizations Cost, pain of operations No comparable guidance Worldwide standard Best Practice guidance Non-proprietary Comprehensive Consistent terminology Hygienic The great equalizer The networking principle The promise of alignment

9 An Entire Industry has Emerged Around ITIL Adopters Consulting Services User Group ITIL Publications Training & Certification Resources Tools

10 ITIL Adopters 70,000 IT professionals certified, 7,500 a year 10,000+ companies worldwide Boeing Capital One Procter and Gamble US Army Internal Revenue Service Phillip Morris Hewlett-Packard, IBM, Microsoft IT support package vendors

11 ITIL User Group: the itsmf The IT Service Management Forum Independent, member-run ITIL user forum, formed 1991 Promotes exchange of information and experience to help IT Service Providers manage IT service delivery Global organization, chapters in UK (1991), Netherlands (1993), Australia, South Africa, Belgium, Switzerland/ Austria/ Germany, France, Canada, and USA (1997) Seminars, regional groups and annual conference Corporate and personal membership Bi-monthly magazine Service Talk itsmf Website

12 ITIL-Related Resources Web links Job aids Service Management publications Associations and conferences Whitepapers and operations guides Education and consulting services, product information

13 ITIL-Related Tools Vendors are including ITIL language and functionality in their products See the ITIL Tooling Page for matrices of service, application, and infrastructure management tools and their levels of ITIL compliance

14 ITIL Training and Certification Foundation Practitioner Masters Basic understanding of the ten ITIL Service Delivery and Service Support processes and the Service Desk function Deep understanding of one ITIL process. Foundation certificate is a prerequisite Deeper understanding of all ten ITIL processes and the Service Desk Function. Foundation certificate is a prerequisite 2-3 day training, 1 hour multiple choice exam 2-3 day training, 2 hour essay style exam 2-3 week training, 2x3- hour essay style exams

15 ITIL-Related Consulting Services Process assessments Strategic consulting Implementation consulting Managed services Technology implementations

17 Why IT Organizations are Adopting ITIL Improve customer satisfaction* Motivate staff and increase productivity* More consistently implement changes** Reduce amount of time spent firefighting ** Reduce repetitive problems** Produce more business-focused metrics** * 2003 itsmf survey ** 2002 DMR survey

18 Why IT Organizations are Adopting ITIL* Align organizations, suppliers, customers, technology Address specific process and people issues Take cost out of the organization Increase efficiency, effectiveness, responsiveness Support mission- and business-critical services Support IT governance initiatives * Pultorak & Associates experience 2006 Pultorak & Associates, Ltd. All rights reserved.

19 What IT Organizations Are Doing With ITIL* Tailoring a ready-made IT operations business model Adopting common language, reference, and techniques Having better directed discussions, problem-solving Assessing, designing, and improving processes Creating truly global processes * Pultorak & Associates experience

20 Who Is Using ITIL Real World Examples CORPORATE Procter & Gamble Capital One Boeing British Petroleum MAJOR SOFTWARE Microsoft HP GOVERNMENT US Army US Navy IRS SUPPORT SOFTWARE CA Remedy BMC and 8,000 more certified professionals each year

21 Real World Examples - North America Procter & Gamble Started 1999, $500M savings streamlined Help Desks Root cause analysis reduced Help Desk calls 10% Caterpillar Applied ITIL to incident management for web services From meeting target response time of 30 minutes 60-70% of the time to over 90% of the time Ontario Justice Enterprise Adopted in 1999 to manage growth, customer service Intense pressure to provide more efficient services Virtual service desk slash support costs by 40%

23 ITIL = IT Service, PMBOK = Project Management Project Management The application of knowledge, skills, tools, and techniques to project activities in order to meet or exceed stakeholder needs and expectations Focus is projects: temporary endeavor undertaken to create a unique product or service - PMBOK guide 2000 IT Service Management Ensuring live IT services are, matched to user and business needs as they evolve Focus is operations: ongoing and repetitive Both provide, for their domain: Body of Knowledge and code of best practice Common framework for management practices Common view of how management processes interact

24 ITIL and the PMBOK - Compared Techniques ITIL and the PMBOK share techniques and tools, and each features tools useful in the other s domain Both espouse tools and techniques created elsewhere Certification Both have introductory and advanced certifications (CAPM/Foundations, PMP/Managers) ITIL includes intermediate (Practitioners) as well PMI certifications have strong education/experience requirements, unlike ITIL certifications

25 ITIL and the PMBOK - Similarities Publication and revision Both created and revised by international practitioners Both had first elements published in late 80 s Objectives Both aim at professionalizing their field Both aim at addressing a pain point in organizations We don t need the overhead/haven t budgeted for project/service management; just do the work Both provide reference guidance, common language Both are descriptive versus prescriptive or normative

26 ITIL and the PMBOK - Similarities Both generally accepted as Best Practice Both have grown to global acceptance, standards Both cover an emerging profession Both feature education and certification Both recognize the key role of people and culture Both include many of the same elements, applied to different domains

27 ITIL and the PMBOK - Similarities Both are properly construed as hygienic disciplines Both are scalable and adaptable Both emphasize knowing context, value of integration Both espouse the utility of a framework to organize Both focus on process, descriptive process specification Both have a user group

28 ITIL and the PMBOK - Differences ITIL focus is IT, PMBOK applicable to any domain PM addresses any management domain that requires management of temporary endeavor The PMBOK emphasizes the individual professional, ITIL does not The PMBOK has explicit Code of Ethics; ITIL does not ITIL s normative guidance is implied, embedded, not explicitly codified as such, although the spirit is there ITIL emphasizes capability maturity, PMBOK does not

29 ITIL and the PMBOK Knowledge Areas Generally, ITIL subordinates topics covered in knowledge areas under processes, The object of each operations, not projects Integration Scope Cost Time Human Resources Communications Quality Procurement Risk Subordinated Subordinated Financial Management for IT Services Subordinated; Incident, problem, Change, Release Subordinated; especially covered in Service Desk Subordinated; coverage in Planning to Implement Quality approach and standards Not covered; supplier management similar Subordinated

30 ITIL and the PMBOK Intersect points ITIL implementation (Continuous Service Improvement Projects) Plans/project elements within each process Capacity, Change, Configuration, Availability Management, etc. Project selection Change Management Project versus operational change control CCB (Change Control Board) like Change Advisory Board (CAB) Configuration Management Project vs. operational configuration items Release Management Production Acceptance

31 ITIL and the PMBOK Intersect points Projects are conducted in Operations Baseline projects (within the work of the organization) Care and feeding of the infrastructure For example, project to address backups going outside of allocated window, project to address the way disk space is cut on servers Support for strategic projects coming from development Infrastructure capability Applications Now, services

33 Getting Started With ITIL Begin by understanding the ITIL industry Adopters Consulting Services User Group ITIL Publications Training & Certification Resources Tools

34 Getting Started With ITIL Read the ITIL publications Service Support Service Delivery Infrastructure Management Application Management Planning to Implement Other publications: itsmf ITIL Pocket Guide ITIL Service Support and Delivery in capsule form ITIL Security Management Other ITIL publications refer to it, rather than include, its guidance The Business Perspective

35 Getting Started With ITIL Check out ITSM-related tools Look for ITIL/ITSM language and functionality in vendor tools See the ITIL Tooling Page for matrices of service, application, and infrastructure management tools and their levels of ITIL compliance

36 Getting Started With ITIL Join the itsmf IT Service Management Forum The independent forum for ITIL users since in 1991 itsmf Promotes exchange of information and experience to help IT Service Providers manage IT service delivery Chapters around the world USA, Europe, Africa, Australia, and Asia Growing number of US Local Interest Groups (LIGs) see

37 Getting Started With ITIL Get ITIL training and certification Foundation Practitioner Masters Basic understanding of the ten ITIL Service Delivery and Service Support processes and the Service Desk function Deep understanding of one ITIL process. Foundation certificate is a prerequisite Deeper understanding of all ten ITIL processes and the Service Desk Function. Foundation certificate is a prerequisite 2-3 day training, 1 hour multiple choice exam 2-3 day training, 2 hour essay style exam 2-3 week training, 2x3- hour essay style exams

38 Getting Started With ITIL Check out ITSM-related resources Websites Job aids Service Management publications Associations and conferences Whitepapers and operations guides Professional services and specialized products

39 Getting Started With ITIL Consider applying ITIL processes to projects Service Desk function Incident Management Problem Management Change Management Release Management Configuration Management Capacity Management Availability Management Service Level Management Financial Management for IT Services IT Service Continuity Management

40 Getting Started With ITIL Make your projects operations and service aware The target of projects in IT has changed to include not just applications and infrastructure, but services Applications and Infrastructure capability development projects must be operationally aware as they must eventually live in operations IT projects have (or should have) a fundamentally different content in all phases when the target of project effort is a service rather than application or infrastructure ITIL can help you understand and design awareness into your project process to help you ensure you ll have operations and service aware deliverables

41 Getting Started With ITIL Consider techniques included in ITIL for projects 1. Active Listening 2. ARCI Matrices 3. Balanced Scorecard 4. Brainstorming 5. Case-based Reasoning 6. CFIA 7. CRAMM 8. CSFs 9. Flowcharts 10. FTA 11. GQM 12. Ishikawa 13. ITAMM 14. Kepner & Tregoe Analysis 15. Kotter 8 Steps 16. KPIs 17. Plan Do Check Act (Deming) 18. Process Maps - Assortment 19. SLAM Charts 20. SMART 21. SOA 22. SWOT 23. Theory of Constraints 24. TOP

42 Getting Started With ITIL Develop a plan to implement Develop a business case for ITIL Learn/use ITIL processes, language, techniques Assess ITIL maturity Implement process design and improvement as a program and a set of projects with clear ROI Include robust organizational change/communication Expect and effect change at the individual, team, organizational levels

43 Polling Question 2: Now that you ve heard of ITIL, what will you do with it? Nothing this doesn t apply to me or my organization Nothing while this is applicable, I have other fish to fry Check it out look at the online resources, etc. Go to a ITIL Essentials class, or send someone else Personally jump in with both feet I need this stuff Consider training, adoption for my organization

44 Session Summary Introduction to ITIL Why and how organizations are adopting ITIL Mapping ITIL to the PMBOK Getting started with ITIL

45 Call to Action Study and apply ITIL Service Management principles Determine you capabilities and invest in professional development along each phase of the services lifecycle Apply essential ITIL concepts in your everyday work Visit to learn more about ITIL and to access resources and updates, including: Introductory and implementation presentations Whitepapers, articles, annotated bibliographies, Consulting and education services overview Links to key resources To consider implementing ITIL in your organization, contact Pultorak & Associates at (206) or

46 For More Information IT Service Management ITIL MOF HP ITSM Reference Model Service Management Tools IT Service Management Forum (itsmf) USA

47 Questions and Answers David Pultorak Chief Executive Pultorak and Associates, Ltd NE 65th Street #301 Seattle, WA (206) Office (206) Fax (206) Mobile