Everybody Loves Tools
Transcript of Everybody Loves Tools
Pink Elephant – Leading The Way In IT Management Best Practices
Everybody Loves Tools
Overview Of The IT Service Management Tool Industry; And What To Keep In Mind When Selecting
Tools
Troy DuMoulinExecutive Consultant
Pink Elephant
2Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Presentation Outline
Market Trends (Industry Convergence)
OGC Books:IT Infrastructure Support ToolsService Delivery ToolsTool Evaluation Criteria
ITIL® Process Implementation Considerations
3Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
ITIL’s Recent Evolution
2000-2006British Standards Institute - Specification for IT Service Management (BSI) 15000Australian Standard 8018Ratification as ISO 20000Vendor community supports ITIL and are developing products and practices in support of the framework All major service management software vendors moving towards ITIL Service Management compatibility
Where is it going?Early Industry Adopters
Financial \ Government \ Utilities \ Medical \Manufacturing \ …
Global adoption
4Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Setting Expectations
Myth 1: A service management tool will solve all of our process problems and give us best practicesMyth 2: A properly configured service management tool will mean less work for all
Value add workNon value addWaste work
Myth 3: Systems Management tool integration will highly reduce or even eliminate the need for human intervention and data entry
5Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Enterprise Resource Management (ERP)
6Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Service Level Mgmt.
Service Level Mgmt.
Ser
vice
Lev
el M
gmt. S
ervice Level Mgm
t.
Change Mgmt.
Security Mgmt.
CMDB – ERP For IT?
Configuration Mgmt.Relationships
InventoryWhat/Where
Asset$ TCO
CapacityMgmt.
AvailabilityMgmt.
Service ContinuityMgmt.
FinancialMgmt. For IT
ProblemMgmt.
ReleaseMgmt.
IncidentMgmt.
ServiceDesk
7Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Tool Categories
Portfolio/Request/Demand Mgmt.
Service M
gmt
Softw
are Dev.
Security M
gmt.
Project M
gmt.
Perform
ance Mgm
t
Resource Mgmt.Systems Event Monitoring / Mgmt.
Doc. /P
rocess Mgm
t
Financial Mgmt. & Reporting
8Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Infrastructure Management ViewSe
curit
y M
anag
emen
t
9Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Service Centric View Of The IT Enterprise
Service Portal
Secu
rity
Man
agem
ent
Bus
ines
s C
usto
mer
s &
Use
rs
Availability & Capacity
Management
Service Level Management
Project & Portfolio
Management
Incidents
ReportingSLAs OLAs
UCs
Service A
Service B
Service C
Serv
ice
Perf
orm
ance
Mon
itorin
g
Service Desk
Service Catalog
Financial Management
IT Service Continuity
Management
Application Requests
ServiceRequests
Workflow Management
Security Management
Security Management
Security Managem
ent
CRM
10Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
IT Tool Consolidation & Integration
Service ManagementIncident Management
Problem Management
Change Management
Release Management
Monitoring& Mgmt.
Provisioning
Code & Doc.Mgmt.
Configuration Management(CMDB)
Asset/Inventory Management
Reporting
Billing & Financial Management
• Technology Integration
• Financial return
Maintenance
Licenses
Infrastructure
Capacity
Support
Service Level Management(Customer Portal)
Catalog
Requests Management
KPI Dash Boards
Resource &
Portfolio M
anagement
11Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Integrated ERP For IT View
Securit
y
Manag
emen
t
Reporting
Service Level Management
Project & Portfolio Management
Service & Applications Performance Monitoring
Service Desk
& Service Request
Mgmt
Software Configuration Management
Security
Management
Security
Management
Enterprise Resource Planning
Financial & Resource Management Business
Customers
Business Users
Systems & Network
Monitoring
IT Personnel
Event Management & Correlation
IT Service Management
Discovery, Service Mapping and Auto Audit
VendorServices
IT Personnel
Business Users
Business Customers
CMDB
Test Management
Security
Management
CRM
12Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Industry Update Discussion
ITILService Mgmt
NA SuitesPeregrineRemedyCAHPIBM
ITIL “OOTB”MarvalAssystIET
SD ToolsFrontRangeBMC MagicTouchpaperInfra
Systems Mgt.AltirisTrouxCenduraMarimbaRelicoreMercury
S/W ReleaseHarvestSerenaEndeavor
ERP\CRMPeopleSoftSiebelAMDOCS
PortfolioCompuwareMercuryNiku Clarity
13Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
ITIL Compatible Tools?
Service Support BookService Delivery BookIT Infrastructure Support ToolsService Delivery Tools
Detailed Data Flow Diagrams
14Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Points For Consideration
Customization vs. PersonalizationSupport for monitoring Service levelsScale IssuesConversion requirements for previously tracked dataDisaster RecoveryCosts:
Software / Hardware (purchase and installation)Licenses / training / development and customization / consultancy / ongoing maintenance and support
15Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
ITIL Compatible Tool?
Suppliers of IT Service Management ToolsEnterprises wishing to select software• ITIL basis, ITIL compatible
16Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Service Management ProcessesIncident ManagementProblem ManagementChange ManagementConfiguration ManagementRelease ManagementService Level ManagementAvailability ManagementCapacity Management
PinkVerifyTM Service Scope
Pink Elephant – Leading The Way In IT Management Best Practices
ITIL Process Integration Issues
Important Concepts To Keep In Mind
18Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Process Implementation
• Where are we now?• Where do we want to be?• How do we get there?
Current
State? ReviewProject
PlansHigh Level Process Model
Sign off Detailed Process
DescriptionSign off
Process Implementation
Process:
Gather Tool Requirements
Install & Customize
Deploy and ScaleTechnology:
ITIL TrainingProcess
WorkshopsPeople: Roles definition &
authority matrix
Awareness Campaign
19Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Automating Critical Policy Documents
Prioritization SchemeImpact IndicatorsUrgency Indicators
Categorization SystemAssignment and Support ModelEscalation and Notification ModelsConfiguration Data ModelChange Authorization ModelKnowledge qualification and approval modelEtc.
20Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Automating: ITIL Prioritization
Priority = Impact x Urgency
ImpactThe degree to which the provision of services are disrupted within the organization, and the effect the interruption has on other areas of the infrastructure
Qualitative and quantitative study into the effects upon other areas of the infrastructureConsequences for the level of service provisionDegree of the consequenceEtc.
UrgencyThe speed with which the incident must be resolved
Used by multiple processes!
21Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Example Priority Scheme
321
3
2
4
3
LowLowMediumMediumHighHigh
LowLow
MediumMedium
HighHigh
URGENCYURGENCY
IMPA
CT
IMPA
CT
2
3
•LOB / Dept
•VIP •Critical CI•> 10 People
•1 Person
Critical Service
Support to critical
Non Critical Service
Urgency indicators should be
synchronized with the IT Service
Continuity policy defining IT systems
criticality
22Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Escalation & Notification Model100% SLA0% 50% 75%
P1
P2
P3
P4
Notify SR Business Stakeholders
Escalate to Assignment Mgr
Notify SR IT Mgmt
Notify Assignment Grp
EmailPagerAlerts
Tools:
23Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Service Management Record Linking
Release
Incident
Problem
Change
CMDB
PEOPLE
SLM
24Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Service & Technology Categorization
HardwareHardwareDesktopDesktop
-- MonitorMonitor
Office AutomationOffice AutomationDesktop ServicesDesktop Services
-- Mobile UserMobile User
Describes infrastructure and productsNot Departmental / Role BasedMultiple Process requirementsGrouping for management informationSupports trending and analysisDrives AutomationProcess for management of the categorization system
25Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Record Classification
26Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Categorization Automation
PriorityAssignmentService LevelsRapid Record PopulationKnowledge ManagementChange AuthorizationProblem / Known Error AssociationConfiguration Item Association
Categorization
Record Type
Priority
Unique CI/Asset
Person Info
Assignment
Status
Free Text Description
Associated Records Audit Log
Location
Unique Identifier
Time Stamp
27Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Critical Success Factors
Buy-in from all stakeholders!!!Watch out for: “It does not meet all of our needs”Never stop selling the benefits
A thorough Awareness CampaignA formal training program to coincide with tool deployment (Process / Policy / Technology)Reduce redundant ticketing systemsData conversion strategy
To convert or not to convert – this is the question!Eliminate private data repositories with extreme prejudiceWatch out for the customization trap
28Everybody Loves Tools © Pink Elephant, 2006. All Rights Reserved.
ITIL® is a registered trademark of the OGC – the Office of Government Commerce.
Questions?
www.pinkelephant.com
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