ITIL Update: By Kirk Holmes Holmes and Associates, Inc. Presented March 5, Holmes and Associates, Inc.

Transcription

1 ITIL Update: A Version 3 Overview By Kirk Holmes Holmes and Associates, Inc. Presented March 5, 2008 to DC SPIN 2008 Holmes and Associates, Inc Rockville Pike, Suite 400 Rockville, MD (301)

2 Topics!What t is ITIL? The Version 3 Framework Key Changes in Version 3 How to Get More Information 2007 Holmes and Associates, Inc. 2

3 So What is this thing called ITIL? IT Staff If you aren t following the Best Practices available to meet my needs, then what the heck are you doing with my money? IT Customer 2007 Holmes and Associates, Inc. 3

4 Information Technology Infrastructure Library (ITIL ) The most comprehensive set of guidelines for IT service management in the world Adopted around the world by thousands of governments, multinational organizations, & vendors Based on non-proprietary, objective, global benchmark of best practices and global peer review of publications ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries 2007 Holmes and Associates, Inc. 4

5 A Brief ITIL Timeline 1986 Best practices effort started by the Central Computing & Telecommunications Agency (CCTA) of the UK government, now called Office of Government Computing (OGC) - best practices library name was soon changed to the Information Technology Infrastructure Library (ITIL) First books published (eventually contained 44 books) Officially formed it Service Management Forum (itsmf). 1 st exams held by ISEB itsmf-international formed Netherlands, South Africa, Switzerland, Austria, & Germany itsmf America s launched, later renamed to itsmf USA when Canada & Mexico joined independently ITIL Version 2 released National Capital Area Local Interest Group (LIG) formed Many hundreds and thousands of implementations around the world June 2007 ITIL Version 3 released 2007 Holmes and Associates, Inc. 5

6 Version 2: Lots of Support/Delivery Application Management Infrastructure Management Most popular: Service Delivery (Orange Book) and Service Support (Blue Book) Other key books: Infrastructure Management, Planning to Implement, Business Perspectives, Security Management, etc Implementations frequently were supported by other Enterprise initiatives and disciplines in order to be successful 2007 Holmes and Associates, Inc. 6

7 Topics What is ITIL?!The Version 3 Framework Key Changes in Version 3 How to Get More Information 2007 Holmes and Associates, Inc. 7

8 Time for an Update to ITIL VERSION 3: Five Core Volumes Launched in 2007 FIVE CORE VOLUMES Service Strategy Service Design Service Transition Service Operations Continual Service Improvement For sale at (Publications tab) 2007 Holmes and Associates, Inc. 8

9 The Holistic ITIL V3 Wheel ITIL V3 Wheel Graphic (C) Crown copyright 2007, used with permission The Lifecycle: An old concept for IT; newly applied to Service Management Complementary Governance Knowledge and Skills Specialty Topics Standards Alignment Case Studies Templates Quick Wins Qualifications Study Aids Executive Introductions Vertical markets 2007 Holmes and Associates, Inc. 9

10 Life Cycle Inter-relationships relationships Service Strategy Strategy Value planning Business plans Portfolios Asset ownership Service Design Design objectives Design elements and models Cost model Benefit / risk analysis Design implementation linkage Continual Service Improvement Technology Analysis Business benefits linkage Process improvement Service Transition Infrastructure Control (configurations) Organizational and cultural change Knowledge management Risk management Service Operations Day-to-Day operations and infrastructure management Key job functions User Support Self-help 2007 Holmes and Associates, Inc. 10

11 Topics What is ITIL? The Version 3 Framework!Key Changes in Version 3 How to Get More Information 2007 Holmes and Associates, Inc. 11

12 So, Why the Big Changes? V2 is still part of V3 Lifecycle addresses historical weak areas of IT Poor business alignment from the beginning Throw it over the wall paradigm Late involvement of Operations in service design Ad-hoc or non-existent improvement programs Incorporate new activities, functions, and techniques Highlight h relationship of processes and activities i i to life cycle stages Most important: It s About the Business 2007 Holmes and Associates, Inc. 12

13 Service Strategy Process/ Activity/ Function New Changed Same Financial Management Demand Management Service Level Management Service Catalog Management Service Portfolio Management Key new concept examples Analyzing value and customer need Determining asset ownership and options for delivering the service Factor in competitive forces and customer choices Link to CIO-level enterprise concerns Customers want quarter inch holes, not quarter inch drills 2007 Holmes and Associates, Inc. 13

14 Service Design Key Process/ Activity/ Function New Changed Same Capacity Management IT Service Continuity Management Security Management Availability Management Supplier Management Service Level Management Service Catalog Management Applications Management, Requirements Engineering, Data and Information Management Key new concept examples Service Design Packages and other artifacts Strong linkages between Strategy, Transition, and Operations Align Service Design with typical SDLCs on the applications side 2007 Holmes and Associates, Inc. 14

15 Service Transition Key Process/ Activity/ Function New Changed Same Change Management Transition Planning and Support Evaluation Service Validation & Testing Release and Deployment Management Configuration Management Service Asset & Configuration Management Knowledge Management Managing Communications, Commitment, Stakeholders, Organizational change, Cultural Change Key new concept examples Focus on authorization, change models, standard vs. emergency Procedures and workflows, baselines and releases Configuration Management System (not just a single CMDB) 2007 Holmes and Associates, Inc. 15

16 The Configuration Management System Example Service Knowledge Management System (SKMS) Presentation Layer Knowledge Processing Layer Configuration Management System (CMS) Service Management Knowledge Base Integrated Asset and Configuration Data CMDB 1 CMDB 2 Definitive Media Library HR Data Financial Data Application Data 2007 Holmes and Associates, Inc. 16

17 Service Operations Process/ Activity/ Function New Changed Same Incident Management Problem Management Event Management Request Fulfillment Access Management Server Mgt, Network Mgt, Database Mgt, Mainframe Mgt, Directory Services Mgt, Internet/Web Mgt, Middleware Mgt, Storage Mgt, Facilities Mgt Desktop Support IT Operations Monitoring and Control Service Desk IT Operations Mgt, Technical Mgt, Application Mgt 2007 Holmes and Associates, Inc. 17

18 Service Operations Key Concept Examples Integrating infrastructure re management and people Separating management of requests and events from Incident Management Tie-in in of Application Management Control loops that tie monitoring thresholds ( norms ) to Service Design and Service Norm Strategy artifacts Control Compare Input Activity Monitor Output 2007 Holmes and Associates, Inc. 18

19 Continual Service Improvement Process/ Activity/ Function New Changed Same Seven Stage Improvement Process Service Reporting Service Measurement Identify Vision, strategy, goals, and operational goals Defining what you SHOULD measure Defining what you CAN measure Gather data. Who, how, when? Process data Analyze data Present and use the information Implement corrective action 2007 Holmes and Associates, Inc. 19

20 The V3 Qualifications Scheme Practitioner Singles Practitioner C lusters 2007 Holmes and Associates, Inc. 20

21 Topics What is ITIL? The Version 3 Framework Key Changes in Version 3!How to Get More Information 2007 Holmes and Associates, Inc. 21

22 How to Get More Information Vision: 1,/ "&3-&78&#+4/!5+&$ "&:+)"&;415"!5+)< 1))35!1"!3.&,+,!51"+,&"3&"*+&1,/ "&3-&78&#+4/!5+& $ "&?+)"&=415"!5+)&"*4329*&A.3BC+,9+&)*14!.9>& "*4329* )*14!.9 +,251"!3.1C&1.,&.+"B34A!.9&3==34"2.!"!+) 2007 Holmes and Associates, Inc. 22

23 itsmf National Capital Area Events Pre-registration required. Watch April 10. ITIL Update. Featuring Sharon Taylor, President of itsmf International & Chief Architect of ITIL Version 3. Also David Cannon, President of itsmf USA Hosted at Lockheed Martin in Bethesda, Maryland 4:00 PM 7:00 PM June 19. Multiple Enterprise Frameworks and Solutions. Northern Virginia (TBD site) August 14. Vendor Solutions/Shoot-out Washington, DC (TBD site) October 9. Annual Conference Recap Maryland (TBD site) November 13. Birds of A Feather sessions Virginia (Hosted at ICFI, Inc) 2007 Holmes and Associates, Inc. 23