Building Bridges: ITIL and eTOM - · PDF fileSlide 16 JL2 How about "Reconcile and...
Transcript of Building Bridges: ITIL and eTOM - · PDF fileSlide 16 JL2 How about "Reconcile and...
8/6/2008
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Copyright © TM Forum, 2008 All Rights Reserved.
Building Bridges:
ITIL and eTOM
Building Bridges:
ITIL and eTOM
A joint web discussion for the
TM Forum and itSMF communities
July 2008
Copyright © TM Forum, 2008 All Rights Reserved.
AgendaAgenda
� Introduction by Susana Schwartz, TM Forum, Marketing Manager for Collaboration Program
� Presentation by Mark Lillycrop, itSMF, Publications Manager
� Presentation by Mike Kelly, TM Forum, lead for eTOM and eTOM/ITIL
� Q & A with above, and also John Long, IBM, and Philip Williams, BT Group, members of eTOM/ITIL Task Force
Note: You can enter text questions throughout the session, using the
“Question and Answer” area in the GoTo control panel (screen right)
Please Please
mute your mute your
phones!phones!
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What is the itSMF?What is the itSMF?
�Only internationally recognised and
independent organisation dedicated
to helping organisations improve the
delivery of their IT services.
�Not-for-profit body wholly owned, and
principally operated, by its
membership.
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itSMF UK - BackgrounditSMF UK - Background
�Formed in 1991
�Founding Chapter
�Approx 18,000 members from 1300
organisations
�62% of FTSE 100
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itSMF UK – what we doitSMF UK – what we do
� Purpose: � Develop and promote “best practice” & standards in IT Service Management .
� Enable organisations to deliver efficient & effective solutions.
� Through� Thought leadership & contributions
� Events
� Publications
� Website
� White papers & Case studies
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itSMF InternationalitSMF International
�Formed in 2002
� “Umbrella” organisation assisting
with
� Governance
� Chapter inception & development
�Global board
�First Global event – ITIL v3 launch
�Global membership
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� Version 1� 1986 to 1999
� Function based practice
� 40+ books dealing with variety of IT practices.
� Version 2� 1999 to 2006
� Process based
� 10 books (2 core)
� Globally accepted best practice framework for IT Service Management.
ITIL – the backgroundITIL – the background
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� December 2004 – Consultative exercise to update ITIL announced.
� January 2005 – process begins
� September 2005 – first call for authors.
� February 2006 – authors announced.
� October 2006 books completed by authors
� November 2006 – books enter IAG (ITIL Advisory Group) review
� January 2007 – Public QA began on the 8th Jan.
� Public QA finished 22nd Jan.
� Books into final edit Feb/Mar.
ITIL v3 - the journey so farITIL v3 - the journey so far
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� Books/e-PDF/Online Subscriptions
launched in May/June 2007
� Service Strategy
� Service Design
� Service Transition
� Service Operation
� Continual Service Improvement
� Official Introduction to ITIL Service Lifecycle
� 2008 – complementary publications and
ITIL Live!
ITIL v3 - Now we’re there!ITIL v3 - Now we’re there!
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Why TMF & eTOMWhy TMF & eTOM
�Need to give single message to our
members
�Collaborative working across industry
groups
� ITIL v3: a good time to work together
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What is the TM Forum?What is the TM Forum?
Guidance/ Guidance/ Leadership Leadership --Providing the telecom Providing the telecom industry with a common industry with a common language and ways of language and ways of seeing things to reduce seeing things to reduce fragmentation to a fragmentation to a minimumminimum
•• Best practicesBest practices
•• FrameworksFrameworks
•• InformationInformation
•• Training Training
•• EducationEducation
•• BenchmarksBenchmarks
StandardsStandards --providing the telecom providing the telecom industry with a industry with a minimum number of minimum number of ‘cardinal’ standards to ‘cardinal’ standards to drive least cost of drive least cost of development and development and deploymentdeployment
•• InterfacesInterfaces
•• ContractsContracts
•• Data modelsData models
••Test specs and toolsTest specs and tools
EcosystemEcosystem ––
providing the telecom providing the telecom industry with a industry with a
capability for capability for networking, enabling networking, enabling
business flow and business flow and ideas exchange ideas exchange
through conferences, through conferences, webinars and online webinars and online
information exchangeinformation exchange
The TMF is the world’s trade association for telecom operations and The TMF is the world’s trade association for telecom operations and systems. It has over 600 member companies in 60 countries systems. It has over 600 member companies in 60 countries
encompassing the most important players in the whole telecom value encompassing the most important players in the whole telecom value chain. It has 3 primary roles: chain. It has 3 primary roles:
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TM Forum Business Process Framework (eTOM)TM Forum Business Process Framework (eTOM)
TM Forum Business Process Framework (eTOM)
� Service Provider business process framework
� Developed by TM Forum membership collaboratively over more than a decade
� Captures business-oriented view� emphasizes structure/ process components/ process interactivity/ roles/ responsibilities
� sets requirements for (but is neutral towards) system solution/ architecture/ technology/ implementation
� Represents industry-consensus on Service Provider processes� harmonized position across global scene
� can be tailored/ extended for individual companies
� Accepted by ITU-T as International Rec. M.3050
eTOM provides an enterprise-wide business process view
Enterprise Management
Strategy, Infrastructure & Product Operations
Fulfillment Assurance BillingProductLifecycleManagement
InfrastructureLifecycleManagement
OperationsSupport &Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Strategy &
Commit
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)(Application, Computing and Network)
Customer
Enterprise Effectiveness
ManagementKnowledge & Research
Management
Enterprise Risk
Management
Strategic & Enterprise
Planning
Financial & Asset
ManagementStakeholder & External
Relations Management
Human Resources
Management
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ITILITIL
� Best Practice framework for IT Service Management
� Set of processes & standardised vocabulary
� Size, technology and industry independent
� Publicly available
� Developed initially for UK Government, now by itSMF membership
� Standardised view captured in ISO 20000
� ITIL material separately updated to v3
ITIL sets out flow sequences/ steps for various
focused areas of IT/Service Management
Continual Service
Improvement
Continual Service
Improvement
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Why Build Bridges?Why Build Bridges?
� The ITIL and eTOM frameworks have developed separately
� Each has value in providing insight and guidance to enterprises
� They address overlapping communities of users, with a large common constituency
� Both are employed as common references/ standards by their users
� Unifying their different perspectives into an integrated view offers added value to all
� A range of issues have been identified and are being addressed to support this
An initial Technical Report TR143 with guidance on linkages
has been developed and published by TM Forum and itSMF
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TR143: ITIL and eTOM - Building Bridges TR143: ITIL and eTOM - Building Bridges
� Focus is on identifying and removing obstacles to full integration of ITIL and eTOM, within SPs and others
� Supported by TM Forum and itSMF, with joint publication
� Builds on past TM Forum work published as GB921V� GB921V shows a workable technical basis for implementing eTOM process flows
overlaid on ITIL process steps as a background
� GB921V demonstrates that enterprises can directly build support for ITIL best practice
services using eTOM
� Broadens scope to consider other issues impeding integration
� Includes over 20 Recommendations and Guidelines
� Proposes extensions to the eTOM Framework to accommodate individual Good and Best Practice specifications, and ITIL processes in particular
� Also considers structural issues on blending ITIL and eTOM, merging terminology, etc
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eTOM and ITIL - Working TogethereTOM and ITIL - Working Together
SP Business Process Needs
eTOM Process Flows
ITIL Best Practices
Final ResultFinal ResulteTOM Business Flows that Deliver ITIL
Best Practice Services
Enterprise Management
Strategy, Infrastructure & Product Operations
Fulfillment Assurance BillingProduct
LifecycleManagement
Infrastructure
LifecycleManagement
Operations
Support &Readiness
Strategy &
Commit
Fulfillment Assurance BillingProduct
LifecycleManagement
Infrastructure
LifecycleManagement
Operations
Support &Readiness
Strategy &
Commit
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)(Application, Computing and Network)
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)(Application, Computing and Network)
Customer
Enterprise Effectiveness
Management
Enterprise Risk
Management
Strategic & Enterprise
Planning
Knowledge & Research
Management
Financial & Asset
Management
Stakeholder & External
Relations Management
Human Resources
Management
Enterprise Effectiveness
Management
Enterprise Risk
Management
Strategic & Enterprise
Planning
Knowledge & Research
Management
Financial & Asset
Management
Stakeholder & External
Relations Management
Human Resources
Management
Filter & Reconcile
IT Best Practice Needs
Conclusion:
eTOM and ITIL can offer
complementary value
Continual Service
Improvement
ITIL
Service
Design
Service
Transition
Service
Operation
Service
Strategy
JL2
Slide 16
JL2 How about "Reconcile and Assimilate"?John Long, 10/30/2007
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Example Detailed Flow: ITIL Change ManagementExample Detailed Flow: ITIL Change Management
Authorize & schedule
Approve/Reject Change
Review impact and
resources
Pass approved Changes to
CAB for actioning
Categorize and Prioritize
Receive RFC (Record RFC, Filter Request)RFC
receivedCapture
Resource
Capability
Shortfalls
Emergency
Change
Emergency Change
Gain
Resource
Capability
Investment
Approval
Major Change Minor Change
Change
approved
change approved
change
approved
Inform
Initiator change
not approved
change
not
approved
Change
approved
action to CAB
Inform
Initiator
Gain
Resource
Capability
Investment
Approval
(simplified)
Note: this is the process flow for a particular type of change –here a software bugfix
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ITIL and eTOM: Points of ContactITIL and eTOM: Points of Contact
Service
Strategy
Service
Design
Service
Transition
Service
OperationsService
Improvement
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Initial ITIL processes implanted into eTOMInitial ITIL processes implanted into eTOM
� Service Design:� Service Catalogue Management
� Service Level Management
� Capacity Management
� Availability Management
� IT Service Continuity Management
� Information Security Management
� Service Transition:� Service Asset and Configuration Management
� Change Management
� Release and Deployment Management
� Service Operation:� Event Management
� Incident Management
� Problem Management
� Request Fulfillment
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The Way ForwardThe Way Forward
� Implementation of TR143 recommendations
� eTOM updates
�Work on common position for terminology, etc
�Ongoing work between itSMF and TM Forum
� Cross Industry Working Group
� Promotion and publicity
� More detail and case studies / examples
� Develop joint eTOM/ITIL strategy to progress convergence
Looking to get the best of both worlds !
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Questions & AnswersQuestions & Answers
Copyright © TM Forum, 2008 All Rights Reserved.
Thank you for your participationThank you for your participation
TM Forum European Office
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For follow-up questions, contact Mike Kelly [email protected]