Revisit the Foundations of ITSM - · PDF fileWe’ll begin with what the industry is...
Transcript of Revisit the Foundations of ITSM - · PDF fileWe’ll begin with what the industry is...
SMSG10th October 2013
Revisit the Foundations of ITSM
Ian Connelly
2BCS SMSG Team & Adam Poppleton
• Over 15 years experience working in IT, principally in Service Operations for Telcos, ISPs & the Insurance sector
• Service Management Advocate
• Member of BCS SMSG Committee, Branch & External Liaison
• Member of itSMF UK
• Currently with Domestic & General based in Wimbledon
• MBCS, CEng, CITP & ITIL Expert
Brian Scott
3BCS SMSG Team & Adam Poppleton
• MBCS, ITIL Expert
• Over 25 years experience working in IT, Service and Telecoms Management
• Roles included Design Engineer, Design Authority and Solution Architect
• Chair of BCS SMSG & Committee Member on CMSG
• uk.linkedin.com/in/bpscotty/
BCS Service Management Specialist Group
4BCS SMSG Team & Adam Poppleton
The Service Management Specialist Group provides an avenue for developing and promoting IT service management techniques and standards such as ITIL®, COBIT® and ISO/IEC 20000
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
Agenda
5BCS SMSG Team & Adam Poppleton
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
6BCS SMSG Team & Adam Poppleton
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?
7BCS SMSG Team & Adam Poppleton
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
8BCS SMSG Team & Adam Poppleton
• 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?
9BCS SMSG Team & Adam Poppleton
What is ITIL?
10BCS SMSG Team & Adam Poppleton
• A series of books describing 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 well-defined terms
• Basis for International Standard ISO/IEC 20000
ITIL v3 2011
11BCS SMSG Team & Adam Poppleton
• 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 ISO20000
ITIL Adoption
12BCS SMSG Team & Adam Poppleton
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 15 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
13BCS SMSG Team & Adam Poppleton
People • Skills, training,
communication
Processes • Actions,
activities, changes, goals
Products • Tools, monitor,
measure, improve
Partners • Specialist
suppliers
The Service Lifecycle
14BCS SMSG Team & Adam Poppleton
• 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
15BCS SMSG Team & Adam Poppleton
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
16BCS SMSG Team & Adam Poppleton
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
17BCS SMSG Team & Adam Poppleton
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
18BCS SMSG Team & Adam Poppleton
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
19BCS SMSG Team & Adam Poppleton
Define what you should measure
Define what you can measure
Gather the data
Process the dataAnalyse 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 ITSM Using ITIL
20BCS SMSG Team & Adam Poppleton
Big versus small ITIL Lite
Not Just for IT!
21BCS SMSG Team & Adam Poppleton
AXELOS and the Future of ITIL
• True Joint Venture between Cabinet Office and Capita – i.e. separate entity with two stakeholders
• Custodians of ITIL and PPM
• No longer bound by UK Government constraints
• Remit to provide industry leadership, build on existing strengths, encourage growth
• Company to be fully operational from 1 January 2014
Who are AXELOS?
AXELOS Engaging with Stakeholders ...
Further Learning
25BCS SMSG Team & Adam Poppleton
ITIL Foundation (3 day course)
The full ITIL books or the Key Element Guides (KEGs)
Internet forums and groups• BCS; itSMF; LinkedIn; Facebook; ITSM Portal; ITSM Watch; IT
Skeptic; and many more …
Attend a BCS SMSG or CMSG event, an itSMF regional group, a BrightTalk webinar, a Pink seminar …
ISO/IEC 20000
Information Security
IT Governance and Risk Management
Improvement and Efficiency
Assessments
Other standards
Associated Topics
26BCS SMSG Team & Adam Poppleton
ISO/IEC 20000
27BCS SMSG Team & Adam Poppleton
Made up of multiple parts
ITIL in a QMS wrapper
Standard against which organisations can achieve certification
Relationship between ITIL and ISO 20000
28BCS SMSG Team & Adam Poppleton
ISO 20000 Processes
29BCS SMSG Team & Adam Poppleton
Information Security
30BCS SMSG Team & Adam Poppleton
Overview
Coverage within ITIL
Relationship with ISO/IEC 20000
ISO/IEC 27001
IT Governance and Risk Management
31BCS SMSG Team & Adam Poppleton
Overview
Relationship with ITIL and ISO/IEC 20000
COBIT and M_o_R
Standards
Governance and Management
• Governance ensures that enterprise objectives are achieved by evaluating stakeholder needs, conditions and options; setting direction through prioritisation and decision making; and monitoring performance, compliance and progress against agreed-on direction and objectives .
• Management plans, builds, runs and monitors activities in alignment with the direction set by the governance body to achieve the enterprise objectives .
(ISO 38500 Code of practice)
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• COBIT 5 helps enterprises create optimal value from IT by maintaining a balance between realising benefits and optimising risk levels and resource use.
• COBIT 5 enables IT to be governed and managed in a holistic manner for the entire enterprise, taking in the full end-to-end business and functional areas of responsibility, considering the IT-related interests of internal and external stakeholders.
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The COBIT 5 Framework
COBIT 5 and Governance
34BCS SMSG Team & Adam Poppleton
Source: COBIT® 5, figure 15. © 2012 ISACA® All rights reserved.
Improvement and Efficiency
35BCS SMSG Team & Adam Poppleton
Six Sigma• What is it?
• Relationship with Service Management
Lean Service Management• What is it?
Other improvement models
Assessments
36BCS SMSG Team & Adam Poppleton
CMMI / SPICE• What is it?
• Relationship with Service Management
ISO/IEC 20000 part 8Process assessment model (in development, to be published as ISO/IEC 15504-8)
Other Associated Topics
37BCS SMSG Team & Adam Poppleton
BS 25999 for Business Continuity Management
ISO/IEC 19770 for Software Asset Management
PMBOK and PRINCE2 for Project Management
SFIA Framework for managing roles/skills
Any Questions?
38BCS SMSG Team & Adam Poppleton
Contact Information
39BCS SMSG Team & Adam Poppleton
Ian Connelly•[email protected]
Brian Scott•[email protected]