T22: Overview and Current Trends with ITIL - SF ISACA - Overview and... · T22: Overview and...

17
T22: Overview and Current Trends with ITIL Michael Robinson, McKesson Corporation

Transcript of T22: Overview and Current Trends with ITIL - SF ISACA - Overview and... · T22: Overview and...

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T22: Overview and Current Trends with ITIL

Michael Robinson, McKesson Corporation

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Overview and Current Trends with ITIL®

Michael Robinson

McKesson Corporation

About the Speaker

Michael Robinson Senior Director, Service Management for McKesson Corporation •  Michael brings over 16 years of experience in helping

organizations to mature their processes and better leverage technology to meet their changing business needs

•  Prior to McKesson, Michael was VP Professional Services for Third Sky, Inc., an IT Service Management consultancy.

•  Michael’s Service Management certifications include: –  Certified ITIL® v3 Service Management Expert –  ITIL® v3 Intermediate: Release, Control, and Validation –  ITIL® v3 Intermediate: Service Offerings and Agreements –  ITIL® v2 Service Manager

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Page 3: T22: Overview and Current Trends with ITIL - SF ISACA - Overview and... · T22: Overview and Current Trends with ITIL ... now the Office of Government Commerce (OGC) o ITIL is a Framework,

Agenda •  ITIL Version 3

–  Overview of the ITIL Service Lifecycle –  How and why organizations are using the Service Lifecycle –  ITIL & CMMI

•  ISO/IEC 20000 –  Difference between ITIL certification and ISO/IEC 20000

certification –  How and why organizations are choosing to pursue the ISO/IEC

20000 certification •  ITIL, COBIT and Internal Compliance

–  How and why organizations are leveraging both ITIL and COBIT –  Examples of an integrated approach to IT Service Management

improvements

• ITIL Version 3 – Overview of the ITIL Service Lifecycle – How and why organizations are using the Service Lifecycle – ITIL & CMMI

3

What is ITIL? o  ITIL = “Information Technology Infrastructure Library”

–  A set of good practices and guidelines that define an integrated, process-based approach for managing information technology services

–  Built on good practices that were observed around the world and compiled by the British Government’s IT organization– formerly the Central Computer and Telecommunications Agency (CCTA), now the Office of Government Commerce (OGC)

o  ITIL is a Framework, not a Methodology, that provides: –  Good practice guidelines for a set of Service Management processes, and –  A focus on the services that are delivered to the Service Provider’s customers

o  Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services.

o  ITIL is about integrating the Service Provider with the needs of its business customers

–  Improving service quality –  Decreasing the costs of Service delivery and support

4

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The ITIL Core: A Service Lifecycle

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How and Why Organizations are using ITIL v3

•  The “How” –  “Adopt & Adapt”, rather than “Implement” –  Align to the framework and use it as the basis for ongoing

measurement of Key Performance Indicators (KPI) –  Establish a roadmap of improvements in the context of the

framework •  The “Why”

–  Speak a common language, internally and with partners and peers –  Leverage guidance and standardized approaches drawn from good

practices (seen in wide industry use) –  Avoid “reinventing the wheel” – accelerate the improvement plan

to discuss the core, not the context, of improvements –  Holistic perspective – view service management through the

entire lifecycle of services

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Improvement Roadmaps: Examples of high-level visualization

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Improvement Roadmaps: Examples of high-level visualization

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Improvement Roadmaps: Examples of high-level visualization

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Improvement Roadmaps: Examples of high-level visualization

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IT Service Capability Maturity Model

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Improvement Roadmaps: Examples of high-level visualization

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ITIL’s integration with other frameworks

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ITIL can be used in concert with other sources of good practice, including other frameworks and/or standards, to help organizations achieve their goals.

What IT Service Management Frameworks are in use today?

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Page 9: T22: Overview and Current Trends with ITIL - SF ISACA - Overview and... · T22: Overview and Current Trends with ITIL ... now the Office of Government Commerce (OGC) o ITIL is a Framework,

Agenda •  ITIL Version 3

–  Overview of the ITIL Service Lifecycle –  How and why organizations are using the Service Lifecycle –  ITIL & CMMI

•  ISO/IEC 20000 –  Difference between ITIL certification and ISO/IEC 20000

certification –  How and why organizations are choosing to pursue the ISO/IEC

20000 certification •  ITIL, COBIT and Internal Compliance

–  How and why organizations are leveraging both ITIL and COBIT –  Examples of an integrated approach to IT Service Management

improvements

• ISO/IEC 20000 – Difference between ITIL certification and ISO/IEC 20000

certification – How and why organizations are choosing to pursue the ISO/IEC

20000 certification

15

Contrasting ITIL and ISO/IEC 20000

16

ITIL

o  Used by organizations worldwide to establish and improve capabilities in Service Management.

o  Can be adopted in whole or in part, per the needs of the organization.

o  Offers a body of knowledge useful for achieving the ISO/IEC 20000 standard.

o  Certification is for the individual

ISO/IEC 20000

o  Provides a formal and universal standard for organizations seeking to have their Service Management capabilities audited and certified.

o  A standard to be achieved and maintained

o  Certification is for an entire company

o  Emphasizes a formal and structured IT governance model (echoing COBIT)

o  References ISO/IEC 17799 (Information Security Management) as a compliance requirement.

o  Underpins ISO 9000 for IT

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What is ISO/IEC 20000?

17

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Mapping ISO/IEC 20000 to ITIL

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Contrasting ITIL and ISO/IEC 20000

19

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Why pursue ISO/IEC 20000 Certification?

When there is a need to…. o Provide assurance to internal customers o Provide competitive differentiation to

external customers o Provide assurance within your own

organization (IT) that you have met a global standard, not just leveraged guidance

o Enable “apples to apples” comparison with peers

20

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Why not pursue ISO/IEC 20000 Certification?

When you have…

o No need for external differentiation or internal confidence-building via a “standard”

o An approach to adopt and adapt ITIL guidance over time (i.e. a roadmap of continual improvement), rather than pursuing an all-or-nothing achievement of a standard

o Budget / resource limitations

21

Agenda •  ITIL Version 3

–  Overview of the ITIL Service Lifecycle –  How and why organizations are using the Service Lifecycle –  ITIL & CMMI

•  ISO/IEC 20000 –  Difference between ITIL certification and ISO/IEC 20000

certification –  How and why organizations are choosing to pursue the ISO/IEC

20000 certification •  ITIL, COBIT and Internal Compliance

–  How and why organizations are leveraging both ITIL and COBIT –  Examples of an integrated approach to IT Service Management

improvements

• ITIL, COBIT and Internal Compliance – How and why organizations are leveraging both ITIL and COBIT – Examples of an integrated approach to IT Service Management

improvements

22

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Leveraging ITIL & COBIT

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Mapping COBIT to ITIL

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Key Mappings between ITIL & COBIT – Service Strategy

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Key Mappings between ITIL & COBIT – Service Design

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Key Mappings between ITIL & COBIT – Service Transition

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Key Mappings between ITIL & COBIT – Service Operation

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Key Mappings between ITIL & COBIT – Continual Service Improvement

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29

Embedding Control Objectives in IT Service Management Improvement Plans

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Managing IT Compliance remediation using Service Management processes

31

Q&A

o Discussion

o Questions?

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