Determining Best Fit for ITIL Implementation

Transcription

1 Determining Best Fit for ITIL Implementation Presentation to the DC SPIN October 4,

2 Agenda Introduction to ITIL Preparing for ITIL Best Fit Analysis Relationship of ITIL Processes Phased Implementation Lessons Learned Feedback Mechanisms Question and Answer ITIL is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the US Patent and Trademark Office 10/3/ The David Consulting Group, Inc. 2

3 Introduction to ITIL What is Information Technology Infrastructure Library (ITIL)? Set of best practices focused on the management of IT service processes Promotes quality and efficiency in the use of IT Content is owned by the UK Office of Government Commerce (OGC) The goals of ITIL Service Management are: Align IT services with business needs Improve the quality of IT services Reduce the long-term cost of IT services 10/3/ The David Consulting Group, Inc. 3

4 Introduction to ITIL, Cont. Source: itsmf 10/3/ The David Consulting Group, Inc. 4

5 Introduction to ITIL, Cont. IT Service Management Service Support Processes Incident Management Problem Management Configuration Management Change Management Release Management Service Desk (function, not a process) 10/3/ The David Consulting Group, Inc. 5

6 Introduction to ITIL, Cont. IT Service Management Service Delivery Service Level Management Financial Management for IT services Capacity Management IT Service Continuity Management Availability Management 10/3/ The David Consulting Group, Inc. 6

7 Preparing for ITIL Initiate Define Scope Define Success Understand Business Objectives Assess Determine Current State Compare to ITIL Best Practices Identify Gaps for Desired State Ongoing Feedback Plan Define Implementation Path or Roadmap Implement Solution Design and Development Roll-out Achieve definition of Success 10/3/ The David Consulting Group, Inc. 7

8 Best Fit Analysis Initiate What are the Business Objectives? How will ITIL support these Business Objectives? Is there a strategic vision for IT? What are the customer needs and expectations for IT? What benefits (cost, quality, etc.) do we expect from implementing ITIL? What is the scope of the ITIL initiative? What is our definition of success? How will we know that we achieved success? Has this organization attempted previous process improvement initiatives? Were they successful? What were our lessons learned? What commitment is needed from Senior Management to ensure the success of this initiative? Results of Analysis: Go / No Go for ITIL Foundation for success Initiate 10/3/ The David Consulting Group, Inc. 8

9 Best Fit Analysis, Cont. Assess Where are the major Gaps? How do these align with our desired future state? What is our current process maturity level? Where is our pain? What is most important to improve? Results of Analysis: Clear definition of future state Understand pain and begin prioritizing improvements Assess 10/3/ The David Consulting Group, Inc. 9

10 Best Fit Analysis, Cont. Plan Is our organization resistant or open to change? What is the best way to get from our current maturity level to our desired state? What communication methods work best in our organization? What resources are available for this effort? What are the risks or competing efforts that might reduce our resource availability? What are the process interdependencies? What are our improvement priorities? Results of Analysis: Prioritize improvements Plan 10/3/ The David Consulting Group, Inc. 10

11 Best Fit Analysis, Cont. Implement Who should be involved in designing and developing the new policies, processes, and procedures? What is the approval process? Is there a pilot or are we rolling out the new process to all included in scope? What practical guidelines exist to help with our implementation? What type of training will be offered on ITIL and the new processes? What is our feedback mechanism for continuous process improvement? How do we ensure the process is followed? Results of Analysis: Identify critical success factors for implementation Implement 10/3/ The David Consulting Group, Inc. 11

12 Relationship of ITIL Processes Service Support 10/3/ The David Consulting Group, Inc. 12

13 Relationship of ITIL Processes Service Delivery 10/3/ The David Consulting Group, Inc. 13

14 Phased Implementation 10/3/ The David Consulting Group, Inc. 14

15 Phased Implementation, Cont. Think About. What process maturity level provides the most benefit? What are the priorities based on the best fit analysis? How do we ensure shared priorities for ITIL among IT groups? What basic processes need to be in place to move up the maturity path? 10/3/ The David Consulting Group, Inc. 15

16 Lessons Learned Provide effective organizational communication and organizational change management Provide ITIL and process training for IT management and staff Set realistic goals and expectations on improving process maturity levels Establish practical implementation guidelines Involve stakeholders early in the process (during the development of new processes) 10/3/ The David Consulting Group, Inc. 16

17 Lessons Learned, Cont. Don t forget about tools and automating the process when possible For example, the Configuration Management Data Base (CMDB) is key to institutionalizing Change and Configuration Management Celebrate and reward achievements along the road to implementation People Process Technology 10/3/ The David Consulting Group, Inc. 17

18 Feedback Mechanisms Feedback Mechanisms Process Reviews and Audits Annual Process Owner Reviews Mechanism for process improvement suggestions Independent audits Measures Have we arrived at our definition of success? 10/3/ The David Consulting Group, Inc. 18

19 Feedback Mechanisms, Cont. Sample Measures Process Service Level Management Incident Management Change Management Sample Measure Customer Satisfaction Rating Service Level Agreement (SLA) targets missed Mean Time To Repair (MTTR) Total incident volume Number of re-occurring incidents Reduction in unauthorized changes Reduction of urgent changes causing incidents 10/3/ The David Consulting Group, Inc. 19

20 Question & Answer 10/3/ The David Consulting Group, Inc. 20

21 DCG Offerings DCG offers the following services to support each phase of ITIL from Initiate through Implementation: Planning and Scoping Understand Business and IT Objectives Facilitate definition of ITIL initiative objectives and scope ITIL training Operational Gap Assessments to understand current process maturity and define the desired future process Implementation Plans based on organization goals and resources Implementation Support including tool selection Measurement definition and collection to support continuous process improvement DCG is an experienced advisor to help ensure the success of ITIL Best Practice implementation 10/3/ The David Consulting Group, Inc. 21

22 Contact Information Diane Bloodworth Tony Timbol /3/ The David Consulting Group, Inc. 22