Don t You Just Care that Your Food Tastes Good...and that you can afford it! ITIL

Transcription

1 Don t You Just Care that Your Food Tastes Good...and that you can afford it! ITIL ITSM Executive Overview PMI Southwest Ohio Mega Keith D. Sutherland April, 2016

2 Acknowledgements Service Management Dynamix, LLC (SMDx) is a South Carolina based organization, with offices in Rock Hill, SC and Peoria, IL. SMDx is dedicated to delivering high-quality IT Service Management related training & consulting. PRINCE2 is a registered trade mark of AXELOS Limited ITIL is a registered trade mark of AXELOS Limited AXELOS is a registered Trade Mark of AXELOS Limited 2

3 Informal survey (show of hands) How many here are Project Management certified? How many here serve in an IT role? How many here have formal IT process education/training (e.g. ITIL, Project Management, etc.)? 3

4 The Restaurant Analogy Restaurants are service providers, for which customers have a choice typically among many Customer choices are based on taste, price, and perceptions all are elements of value Customers care little about grill maintenance, number of chefs in the kitchen, where restaurant products are sourced these represent value-adds or value components Customers recognize that meals are not free, but are willing to pay for them as long is they meet their expectations 4

5 What Customers Care About Customers care about value: They decide if it is a service Services must have an affordable mix of features Services must support the Achievement of objectives Value changes over time and circumstances The value of a service comes from what it enables people to do 5

6 Service definition A means of delivering value to a customer by facilitating outcomes they want to achieve, without the ownership of the costs and the risks to make it happen ITIL 6

7 what customers value -source: Glomark - Governon 7

8 Service Management Defined Service Management - A set of specialized organizational capabilities for providing value to customers in the form of services - Wikipedia IT Service Management (ITSM) - The implementation and management of quality IT services that meet the need of the business. IT service management is performed by IT service providers through an appropriate mix of people, process and information technology - Wikipedia 8

9 ITSM (re-)defined (kinda) So How about some wordplay: In order to provide value to IT customers through quality of services offered, the IT service provider will make appropriate use of various frameworks, methodologies and standards, Plan it Design it Deploy it Run it Improve it A continuous complex closed-loop system 9

10 the continuous complex closed loop system Service strategy Strategies, policies, standards Feedback Lessons learned for improvement Feedback Lessons learned for improvement Service design Output Plans to create and modify services and service management processes Feedback Lessons learned for improvement Feedback Lessons learned for improvement Service transition Output Manage the transition of a new or changed service and/or service management process into production Feedback Lessons learned for improvement Service operation Output Day-to-day operation of services and service management processes Continual service improvement Activities are embedded in the service lifecycle 10 Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS. (Figure 2.10 Continual service improvement and the service lifecycle ITIL 2011 edition).

11 Strategy Key Stakeholders Customers Relationship Managers Service Managers Project Management Design Architects Development Architects IT Steering Group Standards / Frameworks / Methodologies Enterprise Value Creation (EVC) Control Objectives for IT (COBIT) Governance Portfolio Management Business Relationship Management Financial Management Project Management ITIL Simulations (e.g. Grab@Pizza) Architecture (e.g.togaf) Development (e.g. SDLC, Agile) 11

12 Strategy 12 Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS. (Figure 4.3 Service Strategy The strategy Management Process ITIL 2011 edition).

13 Design Key Stakeholders Business Architects Design Architects / Teams Development Architects / Teams Vendor Management Service Owners Project Team Standards / Frameworks / Methodologies TOGAF / SOA / Zachman Agile/Scrum SDLC / Waterfall PMBOK / PRINCE2 ITIL Simulations (e.g. Challenge of Egypt, The Phoenix Project) 13

14 Design Enterprise architecture Business/organization architecture Enterprise Architecture Service architecture Application architecture Data/information architecture Environmental architecture IT infrastructure architecture Management architecture Product architecture 14 Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS. (Figure 3.9 Service Design Enterprise Achitecture ITIL 2011 edition).

15 Transition Key Stakeholders Project Team Release Manager Test Managers User SMEs Quality Assurance Application Support Infrastructure Support Deployment Team Automation Standards / Frameworks / Methodologies DEVOPS PMBOK / PRINCE2 ITIL Simulations (e.g. Apollo 13) 15

16 Transition 16 Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS. (Figure 5.3 Service Transition Service Transition Steps for Outsourcing ITIL 2011 edition).

17 Operations Key Stakeholders Customer Support Automation Escalation Resources Service owners Customers / Users Standards / Frameworks / Methodologies DEVOPS ITIL 17

18 Operations 18 Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS. (Figure 5.4 Service Operation The ITSM Monitor Control Loop, ITIL 2011 edition).

19 Continual Service Improvement Key Stakeholders Service Owners Process Owners Business Relationship Managers Customers IT Steering Group Standards / Frameworks / Methodologies Control Objectives for IT (COBIT) Assessment Six Sigma / Lean / ISO9000 ITIL 19

20 Continual Service Improvement Financial As customers how do we view the costs of IT provision? Customer What do we as customers expect of IT provision? Understanding IT costs to the business Ability to control IT costs to the business Economy of IT provision Return on IT infrastructure investments IT contracts management Availability of IT services Quality of IT services Performance of IT services Value for money IT services Reliability of the IT infrastructure Support of hands-on IT users Innovation Does our IT infrastructure enable us to continue to improve the business? Flexibility of the IT infrastructure Ability to control changes to IT services and the IT infrastructure Adaptability of the IT infrastructure to changing demand in the business Communication and knowledge transfer Business productivity in relation to IT costs Harnessing (new) technology Internal What must our IT providers (internally) excel at? Service-oriented culture Skilled staff and IT expertise Efficiency of IT service provision Service delivery times Processing capacity Security Accountability of IT provision 20 Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS. (Figure 5.12 Continual Service improvement IT Balanced Scorecard, ITIL 2011 edition).

21 the big picture A continuous complex closed-loop system Plan it Design it Deploy it Run it Improve it All driven by customer needs (demand & requirements) 21

22 Business requirements Design and development Project (project team) Early life support period Live operation SAC SAC SAC SAC SAC SAC SAC Document and agree business requirements (strategy and design) Design service solution (design) Develop service solution (design) Build service solution (transition) Test service solution (transition) Deploy service solution (transition) Strategy Design S D P Improvement Transition Transition and operation involvement Operation SLM SLR SLR SLR SLR SLR SLR Pilot SLA Live SLA Change management RFC released Authorized for design Authorized for development Authorized for build and test Authorized for deployment Release and deployment management Plan and prepare release Build and test release Authorized for SLA pilot Authorized for acceptance Deploy and verify release (incl. early life support) Review and close Review and close 22 Copyright AXELOS Limited All rights reserved. Material is reproduced under licence from AXELOS. (Figure 3.8 Service Design Aligning New Services to Business Requirements, ITIL 2011 edition).

23 Business requirements Design and development Project (project team) Early life support period Live operation SAC SAC SAC SAC SAC SAC SAC Document and agree business requirements (strategy and design) Design service solution (design) Develop service solution (design) Build service solution (transition) Test service solution (transition) Deploy service solution (transition) Strategy Design S D P Improvement Transition Transition and operation involvement Operation SLM SLR SLR SLR SLR SLR SLR Pilot SLA Live SLA Change management RFC released Authorized for design Authorized for development Authorized for build and test Authorized for deployment Release and deployment management Plan and prepare release Build and test release Authorized for SLA pilot Authorized for acceptance Deploy and verify release (incl. early life support) Review and close Review and close 23

24 Thank you for listening 24