ITSM Training Profiler. Mapping your IT Role to ITSM Training Programs

Transcription

1 2010 ITSM Training Profiler Mapping your IT Role to

2 itsm Solutions LLC 31 South Talbert Blvd #295 Lexington, NC Phone (336) Fax (336) PN: ITSMMAP Find us on the web at: To report errors please send a note to: support@itsmsolutions.com For information on obtaining copies of this guide contact: sales@itsmsolutions.com Copyright 2010 Nichols-Kuhn Group. Authors: Rick Lemieux and Janet Kuhn Notice of Rights / Restricted Rights Legend All rights reserved. Reproduction or transmittal of this guide or any portion thereof by any means whatsoever without prior written permission of the Publisher is prohibited. All itsm Solutions products are licensed in accordance with the terms and conditions of the itsm Solutions Partner License. No title or ownership of this guide, any portion thereof, or its contents is transferred, and any use of the guide or any portion thereof beyond the terms of the previously mentioned license, without written authorization of the Publisher, is prohibited. Notice of Liability This guide is distributed "As Is," without warranty of any kind, either express or implied, respecting the content of this guide, including but not limited to implied warranties for the guide's quality, performance, merchantability, or fitness for any particular purpose. Neither the authors, nor itsm Solutions LLC, its dealers or distributors shall be liable with respect to any liability, loss or damage caused or alleged to have been caused directly or indirectly by the contents of this guide. Trademarks itsm Solutions is a trademark of itsm Solutions LLC. Hands-On Foundation Certification is a trademark of Nichols-Kuhn Group. ITIL is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by itsm Solutions LLC under license from and with the permission of OGC (Trade Mark License No. 0002). IT Infrastructure Library is a Registered Trade Mark of the Office of Government Commerce and is used here by itsm Solutions LLC under license from and with the permission of OGC (Trade Mark License No. 0002). Other product names mentioned in this guide may be trademarks or registered trademarks of their respective companies. Document Information Texts with this treatment are Alerts, and indicate important concepts. Slide deck: Mapping ITSM Training to ITIL s Service Lifecycle Revision date: Print date:

3 The workable, practical guide to Do IT Yourself Vol May 20, 2010 Mapping ITSM Training Classes to ITIL's Service Lifecycle By Rick Lemieux It's a frequent scenario. Your organization has done the feasibility studies and the analyses, defined an ITIL implementation plan, and established a budget to bring your staff up to the appropriate level of ITIL training and certification. However, one very important question remains to be answered, and that is, "Which of the 11 ITIL courses should my staff take, and how do I ensure that I sign up the right people for the right courses?" Actually, the answer is no farther than your closest organizational chart. With ITIL's focus on Roles that execute Processes, you can easily map your organization's roles and responsibilities to the appropriate ITIL class - or classes. This DITY provides a simple map to help individuals and managers understand how the most common ITSM classes on the market (i.e., ITIL Certification, Project Management, Business Analysis, Problem Management, Cobit and ISO27002) align with common structures found in today's IT organizations. The ITSM Training Map provides individuals and IT managers with an easy-to-use guide to connect themselves or the students for whom they are responsible with the classes that will give them the knowledge and skills to perform their ITSM duties. Before You Start As you start to plan your ITIL training, think back to what ITIL means to your organization. For all but a few organizations, a formal IT Service Management (ITSM) program represents a major transformation to the IT culture. A successful ITIL implementation will see your IT teams expand-ing their horizons to encompass the larger system of becoming a service provider to the busi-ness and of using their technical expertise to fulfill a role in a larger process. Implementing an ITIL initiative is a long-term project. Your plan will bring in some elements im-mediately, some over the next year, and some over a span of several years. Some elements rely upon the implementation of other elements. To receive the most value from your ITIL training dollars, you must optimize your training plan so that the right team members receive the right training at the right time. Too little, too late, and you lose the opportunity to make informed decisions and plans during your implementa-tion. Too much, too soon, and you run the risk of rusty skill sets by the time of the actual imple-mentation, or of organizational shifts that overtake your staff's previous responsibilities. Following is a three-step plan to help ITIL implementation managers define the training sets that will provide value to their own organization. Step 1 - Map ITSM/ITIL Lifecycle Domains and Focus Areas to Your Organization The first step maps the ITSM/ITIL Lifecycle domains and focus areas to existing responsibilities within the organization. For example, you probably already have a Service Desk, which matches up to Service Operation's Service Desk function. You have some form of Change Management, which matches to Service Transition's Change Management, a planning function that matches to Availability and Capacity Management, and so forth. In fact, for this step you can take some guidance directly from ITIL. Try creating a Pattern of Business Activity (PBA) as described in Service Strategy. Create an ITIL-based PBA Analysis for each department or group, and substitute the Service Lifecycle domains of Service Operation, Service Transition, Service Design, Service Strategy and CSI for the Activities column. In the sample below, the Technical Management department as a whole has a high involvement in Service Operation activities, lesser involvements in Service Transition, Service Design and Con-tinual Service Improvement, and little

4 involvement in Service Strategy. Sample ITIL PBA Analysis - Technical Management department, Company XYZ Service Operation Service Transition Service Design Service Strategy Continual Service Improvement Hi Low N/A Now you know the level of involvement of each of your groups in each domain! Step 2 - Map Staff Roles to ITSM/ITIL Training Programs Training and certifying in the ITIL is one of the keys to success for any ITSM program. Training programs include ITSM Practitioner and ITSM Leadership tracks, which align closely to ITIL V3's Capability and Lifecycle courses. The chart below depicts the relationships of IT Service Management course tracks to the major components of an organizational structure. Again, following the guidance in Service Strategy, create a User Profile for each job position, defining the ITIL roles and process responsibilities for each title. Finish your exercise by matching the User Profile to the ITIL PBA Analysis to identify the Leadership, Practitioner and Over-sight/Guidance role(s) each position fills within each Lifecycle domain. For example, your Technical Services group may spend the majority of their time performing strictly operational activities, such as defined in the Operational Support & Analysis (OSA) pro-gram. However, they may also be involved in Service Design when planning a new service, or in Service Transition when releasing a new service into production. The chart below is a simplistic rendition of matching User Profiles in the Technical Management function to Patterns of Business Activity with "ITIL" substituted for "Business." Sample User Profiles - Technical Management department, Company XYZ User Profile (Job Title) Manager Supervisor - Network Services Senior Network Analyst Network Analyst Patterns of Business (ITIL) Activity Service Operation - Manage daily Technical Operation activities, serve as Problem Manager on a rotating basis Service Transition - Manage technical transition activities, participates in Change Advisory Board (CAB) Service Design - Participate in Service Design reviews Service Operation - Plan daily activities, supervise staff, participate in Problem Management activities Service Transition - Plan technical transition activities, participate as requested in Change Impact Assessments Service Design - Participate as requested in Service Design reviews Service Operation - Perform daily activities, participate in Problem Management diagnostic activities Service Transition - Lead technical transition groups during transition activities, participate as requested in Change Impact Assessments Service Design - Participate as requested in Service Design reviews Service Operation - Perform daily activities, participate in Problem Management activities as requested Service Transition - Participate in transition activities Service Design - Limited participation Step 3 - Reinforce ITIL with Complementary Training Programs Do not limit your ITSM training plan to just ITIL courses. ITSM training involves not only the certification classes outlined in the ITIL but also a series of complementary courses that provide knowledge and skills for other best practice frameworks that tie into your ITSM program.

5 Examples of some of the complementary ITIL training areas include IT Business Analysis, IT Project Management and IT Problem (i.e., troubleshooting and critical thinking) Management programs. Summary Hopefully the above information has provided some insight into how the various ITSM training programs can map to your own IT organizational structure. Feel free to download the ITSM Training Map mentioned above to assist you in planning your ITSM training program. Entire Contents 2010 itsm Solutions LLC. All Rights Reserved. ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

6 Mapping ITSM Training Classes to ITIL's Service Lifecycle Department Please Read This First! 1. Please read the DITY newsletter first to become familiar with theconcept of Mapping ITSM Training to ITIL's Service Lifecycle. 2. The IT roles listed are aligned with the most common roles found in IT today. Your actual titles may be different. 3. ITIL Foundation Training (or bridge training) is mandatory for all team members who will play an active role in the program 4. Step #1 - Enables you to profile your Pattern of ITSM Activity 5. Step #2 - Enables you to map the patterns of activity to the role responsible for those activities 6. Step #3 - Enables you to map the role to the ITSM training programs that align with the role. Step #1 - Profile Your Pattern of ITSM Activity (POA) by Domain & Focus Area Step #2 - Map Your POA to the IT Role Responsible for that Activity Service Strategy Common IT Roles ITIL Processes Description Pattern of ITSM Activity ITIL Domain & Director or Supervisor Practitioner Project Business Admin or Function Hi Low N/A Focus Areas Manager (analyst etc.) Manager Analyst Portfolio Mgmt. Manages the commitments & investments made by a service provider Portfolio Mgmt. across all customers, markets and third-party services. Financial Mgmt. Financial Mgmt. Manages the process of understanding and controlling the costs Demand Mgmt. associated with the planning, development, delivery and support of the IT infrastructure, and if necessary recover that cost from the users. Demand Mgmt. Manages the Just in Time IT service needs of the enterprise without Step #3 - Map Your Role to the Recommended having excess capacity that provides no value to the business. Common ITIL ITIL ITIL Project Business Problem IT Roles Introduction Lifecycle Capability Mgmt Analysis Mgmt. Director/Manager Foundation EXPERT-L Supervisor Foundation PM-S&D Practitioner (analyst) Foundation SOA Project Manager Foundation SS PMP Business Analyst Foundation SS CBAP Admin Awareness

7 Step #1 - Profile Your Pattern of ITSM Activity (POA) by Domain & Focus Area Step #2 - Map Your POA to the IT Role Responsible for that Activity Service Design Common IT Roles ITIL Processes Description Pattern of ITSM Activity ITIL Domain & Director or Supervisor Practitioner Project Business Admin or Function Hi Low N/A Focus Areas Manager (analyst etc.) Manager Analyst Service Catalogue Manages the information contained within the Service Catalog, Service Catalog Mgmt. Management and ensures that it is accurate and reflects the current details, Service level Mgmt. status interfaces and dependencies of all services that are being run, Capacity Mgmt. or prepared to run in the live environment. Availability Mgmt. Service Level Mgmt. Maintains and improves business aligned IT service quality, through Continuity Mgmt. a constant cycle of agreeing, monitoring, reporting and reviewing Information Security Mgmt. IT service achievement. Supplier Mgmt. Capacity Mgmt. Optimizes the delivery of IT Services by matching the business demand for IT services to IT resources Availability Mgmt. Optimizes the capability of the IT Infrastructure and the supporting Step #3 - Map Your Role to the Recommended IT organization to deliver cost effective and sustainable levels of availability that enable the business to meet its objectives Continuity Mgmt. Provides a systematic approach to the development of an IT Service Service Design Continuity Plan to ensure that IT services are protected or Common ITIL ITIL ITIL Project Business Problem can be restored as quickly as possible after a disaster. IT Roles Introduction Lifecycle Capability Mgmt Analysis Mgmt. Information Security Aligns IT security with business security and ensures that Director/Manager Foundation EXPERT-L Management information security is effectively managed in all service and Supervisor Foundation PM-O&A Service Management activities. Practitioner (analyst) Foundation PPO Supplier Mgmt. Ensures that services supplied by external suppliers provide Project Manager Foundation SD PMP a quality of service to the business consistent with the money Business Analyst Foundation SD CBAP being spent to obtain those services. Admin Awareness

8 Step #1 - Profile Your Pattern of ITSM Activity (POA) by Domain & Focus Area Step #2 - Map Your POA to the IT Role Responsible for that Activity Service Transition Common IT Roles ITIL Processes Description Pattern of ITSM Activity ITIL Domain & Director or Supervisor Practitioner Project Business Admin or Function Hi Low N/A Focus Areas Manager (analyst etc.) Manager Analyst Change Mgmt. Responsible for maximizing the benefits to the business of Change Mgmt. making changes to the IT infrastructure, while minimizing the risks Service Asset & Config Mgmt. involved in making those changes Release & Deploy Mgmt. Service Asset & Ensures that all of the Configuration Items in the infrastructure are Validation Mgmt. Config Mgmt. authorized, and under the control of a single set of processes. Evaluation Mgmt. Release & Protects the live environment and its services through the use Knowledge Mgmt. Deployment of formal procedures that control the release, distribution, Management implementation and maintenance of Configuration items. Validation Mgmt. Provides confidence that a release will create a new or changed Step #3 - Map Your Role to the Recommended service offering that will deliver the expected outcomes and value for the customers within projected costs, capacity and constraints. Evaluation Mgmt. Provides a consistent and standardized means of determining Common ITIL ITIL ITIL Project Business Problem the performance of a service change in the context of existing and IT Roles Introduction Lifecycle Capability Mgmt Analysis Mgmt. proposed services and IT infrastructure Director/Manager Foundation EXPERT - MIXED TRACK Knowledge Mgmt. Ensures that the right information is delivered to the appropriate Supervisor Foundation PM-TRANS place or competent person at the right time to enable informed Practitioner (analyst) Foundation RCV decisions. Project Manager Foundation ST PMP Business Analyst Foundation ST CBAP Admin Awareness

9 Step #1 - Profile Your Pattern of ITSM Activity (POA) by Domain & Focus Area Step #2 - Map Your POA to the IT Role Responsible for that Activity Service Operation Common IT Roles ITIL Processes Description Pattern of ITSM Activity ITIL Domain & Director or Supervisor Practitioner Project Business Admin or Function Hi Low N/A Focus Areas Manager (analyst etc.) Manager Analyst Event Mgmt. Manages the process of detecting events in the IT infrastructure, Event Mgmt. understand their significance and determine the appropriate Incident Mgmt. control action Fulfillment Mgmt. Incident Mgmt. Coordinates the rapid restoration of IT services. Problem Mgmt. Fulfillment Mgmt. Manages the process for users to receive standard services Access Mgmt. for which a pre-defined approval and qualification process exists. Service Desk Problem Mgmt. Finds the root cause of a problem and effects the permanent Technical Operations removal of that error from the infrastructure. Application Mgmt. Access Mgmt. Manages the polices and actions defined in Security and Availability Management to provide the rights for users to be able to use a service or group of services. Step #3 - Map Your Role to the Recommended Service Desk Manages the Enablement & Restoration of IT Services with minimal impact on the business and within agreed service levels. Technical Participates in planning, implementing & maintaining a stable Common ITIL ITIL ITIL Project Business Problem Operations technical infrastructure IT Roles Introduction Lifecycle Capability Mgmt Analysis Mgmt. Application Responsible for delivering well designed, resilient & cost effective Director/Mgr. Foundation EXPERT-C Management applications that deliver the required functionality along Supervisor Foundation PM-OPS with demonstrating technical expertise in application maintenance Practitioner (analyst) Foundation OSA Project Manager Foundation SO PMP Business Analyst Foundation SO CBAP Admin Awareness

10 Step #1 - Profile Your Pattern of ITSM Activity (POA) by Domain & Focus Area Step #2 - Map Your POA to the IT Role Responsible for that Activity Continual Service Improvement Common IT Roles ITIL Processes Description Pattern of ITSM Activity ITIL Domain & Director or Supervisor Practitioner Project Business Admin or Function Hi Low N/A Focus Areas Manager (analyst etc.) Manager Analyst IT Service Mgmt. Monitors IT s compliance with corporate service management policies IT Service Mgmt. using ITIL's best practice framework. IT Governance IT Governance Monitors IT s compliance with corporate performance and risk IT Resource Mgmt. management policies using COBIT s best practice framework. IT Security Mgmt. IT Resource Mgmt. Monitors IT compliance with corporate project management IT Quality Mgmt. policies using PMI or Prince 2 project management methods. IT Security Mgmt. Monitors IT s compliance with corporate security policies using the ISO security standard. Step #3 - Map Your Role to the Recommended IT Quality Mgmt. Monitors IT s compliance with corporate performance and quality management policies using Six Sigma management Methods Common ITIL ITIL ITIL Project Business Problem IT Roles Introduction Lifecycle Capability Mgmt Analysis Mgmt. Director/Manager Foundation EXPERT - MIXED TRACK Supervisor Foundation PM-SI Practitioner (analyst) Foundation Project Manager Foundation CSI PMP Business Analyst Foundation CSI CBAP Admin Awareness

11 Class Codes SS SD ST SO CSI OSA RCV SOA PPO PM- Trans PM - Ops PM - S&D PM - O&A PM - SI Expert - L Expert - C Expert - M KT-PSDM PMP CBAP Description Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Operational Support & Analysis Release Control & Validation Service offerings & Agreements Planning, protection & Optimization Practice Manager - Transition Practice manager Operations Practice Manager -Strategy & Design Practice Manager - Offerings & Agreements Practice Manager - Service Improvement Expert - Lifecycle Expert - Capability Expert - Mixed Track Kepner Tregoe Problem Solving & Decision Making Project Management Professional Business Analyst Professional