SMSG

10th December 2013 – BCS London South Branch

Getting Started with IT Service Management

Gregory Baylis-Hall

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• 15 years experience working in IT, principally in Service Operations for

Law Firms and Commercial Construction

• Service Management Advocate

• Member of BCS SMSG Committee

• Member of itSMF UK

• Currently with Berwin Leighton Paisner based at London Bridge

BCS SMSG

Brenda Peery

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• 15 years IT experience – 10 years in Service and Project Management

Contracting/Consulting in the areas of strategy, design and delivery

- “Short, sharp hit” projects and larger initiatives where changes

are made to services, supplier models or key technologies

- Working with IT and Business leaders to translate strategy into

effective requirements, manageable service architectures and

organisational models

- DB, HSBC, Unilever, BP, UBS, Training Organisations

• Active participant in the Service Management profession

(ITIL v3 Review, ITIL credential development, BCS, itSMF SMSG)

BCS Service Management Specialist Group

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The goal of the SMSG is to facilitate free and open

exchange of ideas, experiences and best practice in all that

is IT Service Management

We look to do this by delivering open events for Continual

Professional Development to all levels of the community

from top industry and academic speakers, practitioners and

thought leaders

The Service Management Specialist Group provides an

avenue for developing and promoting IT service

management standards and frameworks such as ITIL®

Agenda

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What is IT Service Management?

The benefits of IT Service Management

What is ITIL?

Key concepts

The Service Lifecycle

ISO/IEC 20000

Associated topics

Further information

Questions

Overview

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Service Management has been adopted by many thousands of

companies worldwide but what is it?

Fundamentally, it’s a way to manage the delivery of IT, focussed on the

customers perception of IT’s contribution to the business.

This short introduction to Service Management will explain the key

concepts and features and will give sufficient information to understand

and build upon the essentials.

We’ll begin with what the industry is getting out of Service Management,

move on to explain ITIL and ISO20000 in some detail and then finish with

a brief look at other linked topics.

What is IT Service Management?

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Objectives:

• Ensure that IT services are aligned to current and future needs of

the business and its customers

• Improve the quality of the IT services delivered

• Reduce the long term cost of service provision

A discipline concerned with the delivery and

support of IT services that are appropriate to the

business requirements of the organisation

Benefits of Service Management

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• Financial savings

• Improved service availability

• Improved time to market for new products/services

• Improved decision making and optimized risk

• Better liaison between business and IT provider

• Increased customer satisfaction with IT services

• Common language throughout

• Dealing with a changing world

• Better IT governance and regulation

Who is doing Service Management?

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What is ITIL?

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• A best practice framework for the provision of quality IT services to be ‘adopted and

adapted’ to meet organisational needs

Version 1

• Late 1980’s

Version 2

• 2002

Version 3

• 2007/2011

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

• Developed by the Office of Government Commerce (OGC) in association with many

thousands of experienced IT professionals and organisations worldwide

• Non-proprietary, impartial, generic and widely available

• Provides common language with defined terms

• Basis for the International Standard for IT Service Management, ISO/IEC 20000

ITIL v3 and the 2011 Refresh

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• Greatly simplified over ITIL v2 and rationalised to 5 core books based around

the ‘service lifecycle’

• Much clearer guidance on how to provide service

• Kept tactical and operational guidance but gave more prominence to

strategic ITIL guidance relevant to senior staff

• Easier, more modular accreditation paths

• Better aligned with ISO 20000

ITIL Adoption

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ITIL is recognized as the de facto standard for IT Service

Management; formally adopted by UK, EU and Canada Government

as well as private enterprises

ITIL figures twice in the “Top 10 Highest Paying Certifications in the

Technology Industry”

Organizations using ITIL have reported quantitative and tangible

benefits: • More than 70% reduction in service downtime

• Savings of nearly $200 million annually

• 50% reduction in new product cycles

Models such as ITIL to formalise IT Operations is on the agenda of

65% CIOs worldwide

The 4 Ps of Service Management

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People

• Skills, training, communication

Processes

• Actions, activities, changes, goals

Products

• Tools, monitor, measure, improve

Partners

• Specialist suppliers

The Service Lifecycle

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• Service Strategy

• Service Design

• Service Transition

• Service Operation

• Continual Service Improvement © Crown copyright reproduced with the permission of the controller of Her Majesty's Stationery Office (HMSO)

Service Strategy

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Focussing on: • What services should we offer and to whom?

• How do we create value for our customers?

Also need to think about: • Warranty and Utility

• Resources and Capabilities (Service Assets)

• Strategic Risks

• Different forms of service strategy

Guidance on how to think and act in a strategic

manner about the provision of IT services

Service Design

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Guidance for the design and development of services and

Service Management processes

Covers

Design principles and methods for converting strategic

objectives into portfolios of services and service assets

Considerations should include • How are we going to provide it?

• How are we going to build it?

• How are we going to test it?

• How are we going to deploy it?

Service Transition

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Guidance on how to deliver services and changes required by the business into live/operational use. Encompasses the "project" side of IT rather than "BAU“

Goals:

• Set customer expectations • Enable release integration • Reduce performance variation • Document and reduce known errors • Minimise risk • Ensure proper use of services

Some things excluded:

• Swapping failed device • Adding new user • Installing standard software

Service Operation

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Against

External

Quality

Stability

Proactive

Balancing

Internal

Cost

Responsiveness

Reactive

Guidance on the activities

required for the maintenance

and management of live

services to agreed levels

Where the value is seen by

the customer

CSI – Continual Service Improvement

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Plan

Do Check

Act

Define what you should measure

Define what you can measure

Gather the data

Process the data Analyse the data

Present and use the information

Implement corrective action

Guidance on how to continually align

and re-align IT services to changing

business needs

Focus on Process Owners and

Service Owners

Ensures that Service Management

processes continue to support the

business

Monitor and enhance service level

achievements

Adapt & Adopt

Analyse your environment

Determine the parts needed

Build a Business Case

Implement in steps

Adopting ITIL

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Big versus small

ITIL Lite

Not Just for IT!

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IT Governance

ISO/IEC 20000 and COBIT

Information Security and Risk

Related Topics:

Improvement & Efficiency

Assessments & Maturity

Other Standards

Associated Topics

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IT Governance

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Overview Executives and Board

Mechanisms for responsible,

accountable direction and control

Ensure the enterprise’s IT

resources support strategic goals

Leadership, organisational

structures, measures, processes

ITIL and ISO/IEC 20000

COBIT, M_o_R

Standards: ISO/IEC38500, ISO3100

ISO/IEC 20000 and COBIT

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ISO/IEC 20000

Made up of multiple parts

ITIL with QMS and governance

emphasis

Standard against which organisations

can achieve certification

Service Delivery ProcessesCapacity ManagementService Continuity &Availability Management

Planning & Implementation

Planning New Services

Management SystemsManagement Responsibility, Documentation Requirements, Competences, Awareness & Training

Plan, Implement, Monitor, Improve

(Plan…. Do…. Check….. Act……)

Planning & Implementing New or Changed Services

Service Level ManagementService Reporting

Information Security ManagementBudgeting & Accounting for IT Services

Control ProcessesConfiguration Management

Change Management

Release Processes Relationship ProcessesResolution Processes

Release ManagementIncident ManagementProblem Management

Business Relationship ManagementSupplier Management

COBIT

Management and governance

emphasis for IT within a holistic

business context

Balancing drive for better value from

IT resources with optimised risk

Information Security and Risk

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Overview (Audits & Officers)

Coverage within ITIL

ISM throughout Service Lifecycle

ISM process in Service Design

ISO/IEC 20000 (brief)

ISO/IEC 27001 (series of controls to assess/apply)

Supporting Tools and Disciplines

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Six Sigma

Lean Service

Management

Improvements

and Efficiency

CMMI / SPICE

ISO/IEC 20000 part 8

Process assessment

model (in development,

ISO/IEC 15504-8)

Assessments

and Maturity

Other Tools,

Systems, and

Standards

PMI/PMP or Prince2 for Project Management,

SFIA (Skills and Roles), EFQM, Regulatory

Standards, ISO Standards, Techniques

• The new custodians of ITIL, PPM, P3MO, MSP and M_o_R

• Joint Venture between Cabinet Office and Capita – separate

entity with two stakeholders

• No longer bound by UK Government constraints

• Remit to provide industry leadership,

build on existing strengths, encourage growth

• Fully operational 01/01/2014

Who are AXELOS?

BCS SMSG

Any Questions?

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Contact Information

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Gregory Baylis-Hall

• GBHL@BLPLAW.COM

• LinkedIn, Twitter, Email & Direct contact welcome

Brenda Peery

• BRENDA.PEERY@TRACTARE.CO.UK

• LinkedIn, Email & Direct contact welcome

BCS SMSG