ITIL - A Strategy for Successread.pudn.com/downloads90/ebook/343974/Itil A Strategy For Succe… ·...
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1 Pink Elephant – Leading the Way in IT Management Best Practices ITIL - A Strategy for Success David Ratcliffe President & CEO Pink Elephant International 2 ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved. Agenda ….. 1. WHY are we here? 2. HOW did we get here, and WHO brought us? 3. WHAT are we doing now? 4. WHERE are we going next? 5. WHEN will we be finished? Pay attention - I’ll be asking questions later … … and there’ll be prizes!
Transcript of ITIL - A Strategy for Successread.pudn.com/downloads90/ebook/343974/Itil A Strategy For Succe… ·...
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Pink Elephant – Leading the Way in IT Management Best Practices
ITIL- A Strategy for Success
David RatcliffePresident & CEO
Pink Elephant International
2ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Agenda …..
1. WHY are we here?2. HOW did we get here, and WHO brought us?3. WHAT are we doing now?4. WHERE are we going next?5. WHEN will we be finished?
Pay attention - I’ll be asking questions later …… and there’ll be prizes!
2
3ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
WHY are we here?
� In the mid-80s, the UK government decided to stop “re-inventing the wheel” for procuring large scale IT systems
� “Process” and “standards” has been something of a way of life for the Brits� BSI � ISO
4ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
HOW did we get here – and WHO brought us?
� In 1987 the CCTA (now called OGC) initiated a project called GITIMM (Government IT Infrastructure Management Method).
� The term “IT Service Management” was not quite so prevalent at this time – “Infrastructure Management” was the name of the game.
� They began commissioning various consulting firms (Pink Elephant, among many others) to research and document “best practices” for planning & operating IT infrastructures.
� The private sector soon became interested - just prior to publication the of “Help Desk” in 1989, GITIMM became ITIL.
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5ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
A Definition of Best Practices
� The application of common sense; not rocket-science
� Proven & practical activities which are in common use
� Replaces “chaos”, “random results” or “best efforts”; with “order”, “predictable quality” and ”optimization”
� And by the way, when was the last time you needed an ROI justification to apply common sense?
6ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
And just in case you came in late …
Customer care1 800 FOR HELPComplaints
Fault impactFault sourceFault elimination
Cabin faultsPilot reportsPre-flight checks
New planesNew routesNew services
Plane upgradesAirport upgradesLivery change
PlanesPartsSpares
ScheduleLocationMaintenance
PricingAirport feesProfit/loss
Emergency exitsSeat beltsChutes
TermsClassesRewards
FuelWeightSpeed
Service Desk
Problem
Incident
Change Release Configuration
Availability Financial Contingency SLM
Capacity
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7ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Service Support
Service DeskService Desk
Problem Management
Problem Management
Change Management
Change Management
Business, Customers or UsersBusiness, Customers or Users
Incident Management
Incident Management
IncidentsIncidentsChangesChanges
ReleasesReleases
Release Management
Release Management
Configuration Management
Configuration Management
Service reportsIncident statisticsAudit reports
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Management Tools
Management Tools
IncidentsIncidents
CMDB reportsCMDB statisticsPolicy/StandardsAudit reportsIncidentsIncidents Problems
Known ErrorsProblems
Known Errors ChangesChanges ReleasesReleases CIsRelationships
CIsRelationships
Configuration Management Database
Difficulties Queries
Enquiries
Difficulties Queries
Enquiries Communications Updates
Workarounds
Communications Updates
Workarounds
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
8ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Service DeskService Desk
Problem Management
Problem Management
Change Management
Change Management
Business, Customers or UsersBusiness, Customers or Users
Incident Management
Incident Management
IncidentsIncidentsChangesChanges
ReleasesReleases
Release Management
Release Management
Configuration Management
Configuration Management
Service reportsIncident statisticsAudit reports
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Management Tools
Management Tools
IncidentsIncidents
CMDB reportsCMDB statisticsPolicy/StandardsAudit reportsIncidentsIncidents Problems
Known ErrorsProblems
Known Errors ChangesChanges ReleasesReleases CIsRelationships
CIsRelationships
Configuration Management Database
Difficulties Queries
Enquiries
Difficulties Queries
Enquiries Communications Updates
Workarounds
Communications Updates
Workarounds
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Service Support
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9ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
ManagementTools
AlertsExceptions
Changes
IT Continuity PlansBIA & Risk AnalysisDefine RequirementsControl CentersDR ContactsReportsAudit Reports
Financial PlansTypes & ModelsCosts & ChargesReports Budgets & ForecastsAudit Reports
Capacity PlanCDBTargets/ThresholdsCapacity ReportsScheduleAudit Reports
Availability PlanAMDBDesign CriteriaTargets/ThresholdsReportsAudit Reports
SLAs, OLAs, SLRsService requestsService catalogueSIPException reportsAudit reports
Capacity
IT ServiceContinuity
IT Financial management
Availability
RequirementsTargets
Achievements
Service LevelManagement
Customers and Manufacturer
QueriesEnquiries
CommunicationUpdatesReports
Service Delivery
10ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
ManagementTools
AlertsExceptions
Changes
IT Continuity PlansBIA & Risk AnalysisDefine RequirementsControl CentersDR ContactsReportsAudit Reports
Financial PlansTypes & ModelsCosts & ChargesReports Budgets & ForecastsAudit Reports
Capacity PlanCDBTargets/ThresholdsCapacity ReportsScheduleAudit Reports
Availability PlanAMDBDesign CriteriaTargets/ThresholdsReportsAudit Reports
SLAs, OLAs, SLRsService requestsService catalogueSIPException reportsAudit reports
Capacity
IT ServiceContinuity
IT Financial management
Availability
RequirementsTargets
Achievements
Service LevelManagement
Customers and Manufacturer
QueriesEnquiries
CommunicationUpdatesReports
Service Delivery
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11ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
WHAT are we doing now?
� We’re getting certified� We’re self-assessing and benchmarking� We’re demanding ITIL compatibility from:
� Tool vendors (see the PinkVerify PinkPaper)� Outsourcers� Consultants� New hires
� All over the world:� we’re getting together and talking about ITIL� we’re practicing ITIL
12ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
WHERE are we going next?
� ISO� The Business Excellence Framework for IT
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13ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Business Excellence Framework for IT
A Definition:“A collection ofbest practices
aimed atoptimizing
theIT infrastructure & services
andaligning
them with thebusiness requirements.”
14ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Why Do We Need a Framework?
� Using “best efforts” to address needs in an ad-hoc way is no longer good enough.
� Everything has a reason, and everything relates to something else.
� Let’s make sure we’ve thought of everything – and let’s show where everything fits in.
� However:� it is just a framework� it’s not “42” (see the Hitchhikers Guide to the Galaxy).
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15ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
IT as a Business Within a Business
� What should every business have?� objectives� resources� results
� What should an IT organization have?� objectives� resources� results
16ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
The Research
� TQM-type quality models already exist:� ISO� Malcolm Baldrige National Quality Award� Deming Prize� CABE (Canadian Awards for Business Excellence)� ANQA (Australian National Quality Awards)� EFQM (European Foundation for Quality Management)
� HDI’s Site Certification Program is based on EFQM
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17ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Business Excellence Framework for IT
Enablers Results
IT L
eade
r shi
p
Policy & Strategy
Supplier Relationships
People Management
Resources
People Results
Customer Results
IT Results
Busi
ness
R
esul
ts
ITIL
Pro
cess
Man
agem
ent
Innovation & Learning
Busi
ness
Pro
cess
Man
agem
ent
18ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
IT Leadership
How IT executives and managers inspire and drive the organization towards the achievement of organizational excellence.
� Visible Involvement� Culture� Recognition� Support� Customers & Suppliers� Promotion of Continuous Improvement
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19ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Example “Leadership” Best Practices
Kotter’s 8-stage process of leading major change1. Establishing a sense of urgency2. Creating the guiding coalition3. Developing a vision and strategy4. Communicating the change vision5. Empowering broad-based action6. Generating short-term wins7. Consolidating gains and producing more change8. Anchoring new approaches in the culture
20ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
People Management
How the IT organization releases the full potential of its people.
� Continuous improvement practices� Training, recruitment and career progression� Targets for individuals and teams� Involvement and empowerment� Communication
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21ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Policy & Strategy
IT’s vision, mission, values and strategies and how IT plans to achieve them, and the extent to which these are aligned with the business.
� Development of policy and strategy� Business plan deployment� Policy and strategy communication� Review and improvement
22ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Resources
How the IT organization manages its key resources in support of its policy and strategy.
� Financial� Data and Information� Knowledge� Technology
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23ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Supplier Relationships
How the IT organization builds strong, business- focused supplier relationships
� Business focus� Alignment with core values and goals� Communication� Assessment of existing relationships� Measures, targets and reviews� Policies and procedures
24ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Process Management
How IT identifies, manages, measures and revises as necessary, critical business processes
� Identifying critical processes� Mapping critical processes� Measures, Targets and reviews� Process change� Innovation and creativity� Achieving improvement
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25ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
People Results
� Direct results – input provided directly from employees (e.g. surveys)
� Indirect results – metrics and statistics assessed by management (staff turnover, sickness, recruitment trends, etc.)
26ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Customer Results
� Direct results – provided directly from customers through surveys
� Indirect results – metrics and statistics collected and reviewed by management
� Internal customers� Organization’s customers
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27ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
IT Results
� Direct results – IT’s impact on the bottom line� Indirect results – internal efficiency measures and
trends of key processes
28ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Business Results
� Direct results – profits, margins, sales, shareholder value, cash flow
� Indirect results - internal efficiency measures and trends of key processes
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29ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Business Excellence Framework for IT
Enablers Results
IT L
eade
r shi
p
Policy & Strategy
Supplier Relationships
People Management
Resources
People Results
Customer Results
IT Results
Busi
ness
R
esul
ts
ITIL
Pro
cess
Man
agem
ent
Innovation & Learning
Busi
ness
Pro
cess
Man
agem
ent
30ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
… and then?
� Look at the self-assessment (www.pinkelephant.com)� Answer the questions honestly� Identify improvement opportunities� Create your own continuous improvement process
based on the self-assessment PinkPaper� Go for it!
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31ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
WHEN will we be finished?
“When you have everything under control – you’re probably going too slow!”
Mario Andretti
Anyway, you’re the people with the real work to do …… so let me know when you’re done.
32ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Finally …
� Download the various PinkPapers at www.pinkelephant.com
� Read ITIL – and particularly the “Business Perspective”� Contribute to ITIL� Visit www.efqm.org� Find out more about Professor John Kotter (Harvard
Business School)� Share your knowledge and experiences with your peers
– either here at the itSMF meetings and/or by offering up a case study at a Pink Elephant conference
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33ITIL – A Strategy for Success © 2002 Pink Elephant. All Rights Reserved.
Good Luck!
