© 2008 ITSM Academy, Inc.

IT Infrastructure LibraryIT Infrastructure Library™™ (ITIL)(ITIL)

ITIL® is a registered

trademark of the Office of Government Commerce

The IT Infrastructure Library (ITIL®)

Implementing ITIL®

© ITSM Academy2

About ITSM AcademyAbout ITSM Academy

Accredited ITSM Education ProviderITIL® Foundation (V2 and V3) ITIL® Foundation Bridge CourseITIL® Practitioner, Service ManagerISO/IEC 20000 certificationsPractical workshops

PMI Global Registered Education ProviderPublic Training Center in Fort Lauderdale, FLCorporate on-site classesOver 12,500 learners trained since 2003

2007 - Awarded Federal Government Schedule Contract (GSA) allowing ITSM Academy to become a premier provider of ITSM education to the US Government

© 2008 ITSM Academy, Inc.

There is No Finish LineThere is No Finish Line

Starting a Continuous Service Improvement Program

© 2008 ITSM Academy, Inc.

Elements of a CSIPElements of a CSIP

What is the Vision?

Where are we now?

Where do we want to be?

How do we check our milestones have been

reached?

Business Objectives

Assessment

Measurable Targets

Metrics

How do we get where we want to be?

Process Improvement

How do we keep the momentum

going?

© 2008 ITSM Academy, Inc.

What is the Vision?What is the Vision?

Where do we want to be?

© 2008 ITSM Academy, Inc.

Vision StatementVision Statement

Describes CSIP aim and purposeSpeaks to business benefitsClarifies the ITSM programMotivates people to actionCoordinates actionsOutlines senior management viewAddress Pain Points

© 2008 ITSM Academy, Inc.

Where are we now?Where are we now?

Assessing the current state

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Assessments Assessments

Are goals realistic and achievable?How is IT performance measured and reported?Are achievements communicated?Are roles, responsibilities, and tasks clear?Assess skills and develop formal training plans.Assess people, process, products, partnersEstablish baselines for process improvement

© 2008 ITSM Academy, Inc.

Service Strategy Service Design Service Transition Service Operation CSIService Portfolio

Financial

Demand Service Catalog

Service Level

Availability

Capacity

IT Service Continuity

Information Security

Supplier

Change

Service Asset and Configuration

Release and Deployment

Knowledge

Event

Incident

Problem

Request Fulfillment

Access

7-Step Improvement

Processes Span the Processes Span the Service LifecycleService Lifecycle

© 2008 ITSM Academy, Inc.

Where do we want to be?Where do we want to be?

© 2008 ITSM Academy, Inc.

Set Goals and ExpectationsSet Goals and Expectations

Are your services defined?Do you have a Service Portfolio?Set expectations for Service Level Management.Get stakeholder agreements in principleSet incremental goals: 3, 6, 9, monthsPrioritize goals to steer the CSIP and initiativesHow will you know if the goals have been reached?

© 2008 ITSM Academy, Inc.

Perform a Gap AnalysisPerform a Gap Analysis

Document gaps in people, process, products and partnersGuides improvement prioritiesIdentify risks and development opportunitiesPrioritize implementation approach

© 2008 ITSM Academy, Inc.

Look for Quick WinsLook for Quick WinsWhat can you do now?Seek to ease areas of continual pain

Define your Services – create a catalogIncident tracking and record qualityIncident matching and trendingRecording/communicating changesCustomer contact Fragile infrastructure managementFaster response through escalationsKnowledge transfersLeveraging existing tools

Pick the low-hanging fruit

© 2008 ITSM Academy, Inc.

How do we get where we How do we get where we want to be?want to be?

Process Improvement

© 2008 ITSM Academy, Inc.

What do you need?What do you need?

Individual accountabilityLogical activitiesCross departmentalDefined proceduresRepeatable, consistentGlobal standards

Management commitmentManagement participationCompensation/RewardsValues/Beliefs Coaching and Enabling Career Growth

Teamwork enabledITSM Tools

Integrated Data SharingKnowledge ManagementManagement Information

Enhanced skillsMulti-function teamsValues/BeliefsCulture biasesTrainingCareer Development

© 2008 ITSM Academy, Inc.

How do we check our milestones How do we check our milestones have been reached?have been reached?

Critical Success Factors Key Performance Indicators

© 2008 ITSM Academy, Inc.

What should you measure?What should you measure?

Critical Success FactorsSmall number of things that must be right within each ITSM process

Key Performance IndicatorsMetrics to ensure CSFs are being met

Customer Satisfaction SurveysBusiness perception of IT Service quality

At the end of each CSIP stage, conduct a Post-Implementation Review to ensure objectives are being met and readiness for nextimprovement target

© 2008 ITSM Academy, Inc.

How Do We Keep the How Do We Keep the Momentum Going?Momentum Going?

© 2008 ITSM Academy, Inc.

Implementation GuidanceImplementation Guidance

Introducing any new process is a major changeDo not under estimate the effort neededIt will affect Staff, Users, Customers Initial enthusiasm will dim from learning curves, unfamiliar procedures, parallel work Enthusiasm will rise again with tangible benefits

Acknowledge and celebrate “Quick Wins”Avoid abandonment at first signs of difficultyManagement must “stick to it” and encourage staff to do the same

© 2008 ITSM Academy, Inc.

Start anywhere – just start!Joyce Vonada, CIO, AutoNation

It’s not a question of whether you are doing these processes, it’s a question of how well – or poorly – you are doing them.

Ken Wendle, former President, itSMF USA

Parting ThoughtsParting Thoughts

There is no finish line…Nike Advertisement

© 2008 ITSM Academy, Inc.

Remember the GoalRemember the Goal……..

© 2008 ITSM Academy, Inc.

ITSM Academy, Inc.ITSM Academy, Inc.