The Future of IT Service Management

8/10/2019 The Future of IT Service Management

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ReitoriaUNL


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The Future of IT service Management(Best practice and standards)

Colin Rudd FISM,FBCS, CITP, CEng, FIITT

IT Enterprise Management

Service Ltd.

ITIL lead author and

mentor

Vice Chair itSMF UK

[email protected]


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Agenda

ITILthe books

ISO the standard

Industry practice


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Introduction

ITILV3 was published in June 2007

Users from around the world provided feedback for the ITILprogramme of

continual improvement

Over 500 issues relating to the core publications were raised in the ChangeControl Log

Following analysis of these, together with views transmitted back to OGC, TSO

and APMG from trainers and users, the ITILChange Advisory Board (CAB) and

OGC have agreed that the effectiveness and usefulness of ITILwould be

improved by providing an updated Version 3.


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The ITIL Update

The ITIL

Update project will update contentto make the guidance more usable

The project will not produce a new version of

ITIL

, but rather the next edition, as part ofthe normal OGC cyclical update process

With a new edition, the framework itself remains largely

unchanged


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The ITILUpdatewhat is in scope?

In scope:

Clarifying concepts, roles & responsibilities

Ensuring consistent presentation of processes

Standardize glossary definitions & their use in text

Improve accessibility of Service Strategy

Out of scope:

Any changes that would invalidate current use of ITIL,either in adoption or certification


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The ITIL Updatesome of the

changes

Role descriptions Examples

Improved and reorganized Metrics (CSFs And KPIs)

Examples based on current trends Updated glossary

Consistent book chapter structure

Lifecycle inputs and outputs

More process flow or activity diagrams

Enhanced function descriptions


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Public Quality Reviews

In August/September 2010 - the first public review of the updatedpublications took place.

93% of reviewers agreed that the project is within scope

96% of respondents did not think that the changes would invalidate thecurrent use of ITIL, indicating, as hoped, that the improvements made havebeen for clarity and consistency.

100% of respondents agreed that the publications are easier to use thanthe previous edition.

In December 2010/January 2011 the second public review took place:

The updated ITIL publications are an astounding improvement they givethe reader a much clearer appreciation of the processes and stages of the

ITIL lifecycle. Ryan Fraser, HP

Strategy is now so much more accessible. It flows, it links and it is nowjoined to the other stages of the lifecycle so much more effectively.Helen Sussex, Logica


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Communicating Changes

A Summary of changeswill be free to download upon

publication, informing the community of the changes that

have been made. This will not be possible for Service Strategy

because of the nature of the update to this title. Instead, a

different briefing document will be made available.

The updated core text will be available to everyone with an

active online subscription, at no additional cost.

Main translations targeted to be available six months after the

English versions


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Further Information

Further information is available at:

www.best-management-practice.com

To see the ITIL Change control log, see

www.best-management-practice.com/ChangeLog/

To keep up-to-date with all developments, simply register for the ITIL ElertService at www.best-management-practice.com/ITILRegister

The scope and FAQs:http://www.best-management-

practice.com/Knowledge-Centre/News/ITIL-News/.

Chinese, Danish, Dutch, French, German, Japanese, Portuguese, Spanish andSwedish Scope and FAQs: http://www.best-management-practice.com/Knowledge-Centre/News/ITIL-News/?DI=625942
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ITIL qualifications

No change to the structure of the scheme

Managers bridge finishes June 2011

ITIL

Master: enters Beta pilot All other ITILV3 qualifications will be updated

to reflect new content. Minimal change but

updated syllabus and exam papers should be

available later this year


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StandardsISO/IEC 20000

Now consists of five parts:

ISO/IEC 20000-1: 2005: Service Management specification

ISO/IEC 20000-2: 2005 : Code of Practice for Service Mgmt

ISO/IEC 20000-3: Guidance on scope definition and applicabilityof ISO/IEC 20000-1

ISO/IEC 20000-4: Process reference model

ISO/IEC 20000-5: Exemplar implementation plan for ISO/IEC20000-1:


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StandardsISO/IEC 20000

Future developments:

ISO/IEC 20000-1: 2011: Service management system

requirements (April 2011)

ISO/IEC 20000-2: Guidance on the application of service

management systems (six months?)


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Service management system Management responsibilityEstablish the SMSGovernance of processes

Documentation management

Resource management

Design & transition of new or changed services

Resolution Processes Relationship Processes

Incident & Service Request Management

Problem Management

Business Relationship Management

Supplier Management

Service Delivery ProcessesCapacity ManagementService Continuity &

Availability Management

Service Level Management

Service Reporting

Information Security

Management

Budgeting &

Accounting for servicesControl ProcessesConfiguration Management

Change ManagementRelease & deployment management


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ISO/IEC 20000 certification

The itSMF UK scheme is now operated by APMG

There are over 40 RCB organisations operating

within the scheme

There are over 600 organisations certified


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ISO/IEC 20000 qualifications

The itSMF UK scheme is also now operated by

APMG, with three qualifications:

Foundation

Auditor

Practitioner

These qualifications are currently being

updated to reflect the contents of the revised

Part 1 of the ISO/IEC 20000 document


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Practice - Today

Most organisations focus on the:

Operations, Transition and Improvement stages ofthe lifecycle

The processes

The functions

Over 600 organisations from 50 countrieshave achieved certification against theISO/IEC 20000 standard


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PracticeShort term

Organisations will in the future:

Rationalise and consolidate the Operation and

Transition activities

Start to move to the earlier stages of the service

lifecycle, more emphasis on Service Strategy andDesign


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PracticeLonger term

Moves towards:

An emphasis more on Service Management and

Business Service Management rather than IT

Service Management

Increased focus on service value and valuemanagement


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Achieve business integration

Organisations will try to: Gain greater business involvement and achieve

true business integration with business

ownership and the use of true business metrics

Move into other areas of service management:

Culture, relationships, organisation

Focus more on value management

Adapt to processes to meet the challenges of new

technology e.g. managing the cloud


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Other areas of service management

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VISION AND GOVERNANCE

STRATEGY AND STEERING

PROCESSES

PEOPLEPRODUCTS AND TECHNOLOGY

CULTURE, SERVICE AND ATTITUDE

ORGANISATION, COMMUNICATION &

RELATIONSHIPS


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The Business

The IT Service lifecycle

Service

Pipeline

RequirementsDefined / documented

Analysed /designedApproved

Business Analyst / Relationship Manager

The Service Portfolio

Service

Catalogue

DesignedDeveloped

BuiltTest

Project Manager

OperationalReleased

Service Owner

Business

Requirements

& Feasibility

Business

Process

Change

Business

Process

Development

Business

Process

Implementation

Business

Benefits

Realisation

IT Service

Requirement

Requirements /

Initiatives

Business

value

delivered

from the

service

Value management and

the service lifecycle


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Other drivers

Cloud computing: particular focus on the

areas of:

Service performance, security and availability

Data ownership

Leaner processes, with greater agility, less

control and bureaucracy


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Summary

Evolution rather than revolutioncontinual

improvement

Practice drives theory drives practice

Greater focus on business integration, qualityand value


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The Future of IT service Management

Colin Rudd FISM, FBCS, CITP, CEng, FIITT IT Enterprise Management Service Ltd.

ITIL lead author and mentor

Vice Chair itSMF UK

[email protected]

Any questions ?

i tSMF Portugal

Lisbon May 2011

The Future of IT Service Management

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