129 Pmi Event Flyer Jan 2007
18
Business Driven IT Service Management Project Management in an ITIL World Gary Percival PMP 30 th Jan 2007
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Transcript of 129 Pmi Event Flyer Jan 2007
Business Driven IT Service Management
Project Management in an ITIL World
Gary Percival PMP
30th Jan 2007
Presentation Outline
• Explain what ITIL is and a brief history
• Look at the ITIL Service Management disciplines
• Look at the ITIL NON-Service Management disciplines
• List the types of projects that are required in the different disciplines
• Questions
IT Infrastructure Library (ITIL)
• IT Infrastructure Library (ITIL)– A series of books on the provision of quality IT services
– Produced by OGC, published by The Stationery Office (TSO)
– First written in 1986 – 1993, updated in 1999 - 2004 with global input, next version now in the authoring stage with publicationsexpected to start from the end of Q1 2007
– A code of Best Practice Framework for IT Service provision
– Non-proprietary, Impartial, Generic and in the Public Domain
– Basis for ISO 20000 (BS 15000 and AS 8018)
The ITIL Publication Framework
Service ManagementService Management
TThhee
BBuussIInneessss
TThhee
TTeecchhnnoollooggyy
TheThe
Business Business
PerspectivePerspective
ICTICT
InfrastructureInfrastructure
ManagementManagement
Planning to Implement Service ManagementPlanning to Implement Service Management
Application ManagementApplication Management
Service Service DeliveryDelivery
ServiceServiceSupportSupport
SecuritySecurityManagementManagementSoftware Asset ManagementSoftware Asset Management
Service Support processes
Service D
esk
IncidentManagement
ChangeManagement
RFC
RFC ReleaseManagement
ProblemManagement
IT Operations
Alerts
ConfigurationManagement
Incidents
Users
Service Delivery processes
Service Level Management
Financial Management for
IT Services
Metrics & Targets
Capacity Management
Availability Management
IT Service Continuity
Management
(Future) Business requirements Customers
Achievements, Alerts & Exceptions
Administration ICT IM
BusinessCustomers Users
Requirements Solutions
Deployment Operations
ICT Infrastructure Management processes
Design & Planning Technical Support
Deploy Operate ObsoletePolicy Strategy Plan Prove
AdministrationITIL AM
BusinessCustomers Users
Requirements Solutions
Deployment
Application Management processes
Architecture OperationsAnalysis
Design, Build and Deploy
RetireStrategy, Policy and Frameworks
Requirements
Operate and Optimise
Operational Model
Infrastructure planningSolution planning
Business Drivers
ICT Requirements
ICT Design
ICT Build
Business Drivers
Business Requirements
Application Design
Application Build
Architectures
Deploy
Operate
Optimise
aligned
test
Security Management processes
• Plan• Implement• Control• Evaluate • Maintain• Report
Security Considerations• User access• Data Classification
CUSTOMER
SLAsReport
Maintain Plan
ImplementEvaluate
Control
Software Asset Management (SAM)
Overall Management ProcessesOverall management responsibility Competence, awareness and trainingRisk assessment Performance metrics & continuous improvementPolicies and procedures Service continuity and availability management
Core Asset Management ProcessesAsset identification Database managementAsset control Financial managementStatus accounting
Logistics ProcessesRequirements definitionDesignEvaluationProcurementBuildDeploymentoperationOptimisationRetirement
Verification andCompliance ProcessesVerification and auditLicensing complianceSecurity complianceOther compliance
Relationship ProcessesContract managementSupplier managementInternal business relationship
managementOutsourcing management
Business Driven IT Service Management
And the Projects?
Generic Projects
Projects that all ITIL Disciplines need• Process Design and Implementation• Tool Selection• Tool Implementation• Maturity Assessments (PMF)• ISO Compliance (20000, 19770, 27001)• Skills and training • Service Improvement Programs (SIP)
Discipline Specific Projects
Service Support• Service Desk establishment / consolidation• Configuration Mgt Database establishment• DSL and DHS establishment
Service Delivery• IT Continuity establishment and testing• Availability and Capacity assessments• Financial Management implementation
More Discipline Specific Projects
Application Management• Architecture framework establishment• Application development / deployment• Application optimisation• Application Management Office (AMO)• Portfolio establishment
Infrastructure Management• Architecture framework establishment• Network Operations Centre (NOC) establishment• Technical refresh• Server consolidation• Event management
Even More Discipline Specific Projects
Security Management• Intrusion testing• Management reporting• Special event management
Software Asset Management• Licence management and assessment• Software and licence authentication• Compliance audits
In Summary
• ITIL is THE new IT Industry standard
• ITIL requires projects with an organisation-wide view
• ROI for the expanded life of the service
Talk the talk – walk the walk, and the opportunities are endless
