itsmf ITIL V3: Accelerate Success with Tools Maria A Medvedeva, PMP, ITIL Regional Director CA, Inc. itsmf Middle East Board of Directors
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1 itsmf ITIL V3: Accelerate Success with Tools Maria A Medvedeva, PMP, ITIL Regional Director CA, Inc. itsmf Middle East Board of Directors Dubai, June 11, 2007
2 Challenging Questions > Should we slow down current software implementations to investigate how to use new ITIL information and strategy? > Are your IT business management and infrastructure solutions mapped to the new ITIL v3? > Does your vendor have business services management processes and architecture to support ITIL v3 lifecycle approach? 2 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
3 The Goal of ITIL V3 3 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
4 Hub and Spoke Concept Automation of Work Management of Information Transformation of Business Hub and Spoke IT IT IT Business Business Business It s no longer enough to align with the business you must integrate & understand industry specifics 4 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
5 The Successful IT Manager/CIO > Effective IT Governance demonstrates: IT integration with business strategy Value IT brings to the business Risk Mitigation Resource Management People Partner and Suppliers Assets Performance and Availability Accountable to the Director Level 5 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
6 Case Studies Templates ITIL Version 3 Governance Methods Standards Alignment Continual Service Improvement Knowledge & Skills Service Operation Service Design Service Strategies Specialty Topics ITIL Scalability Continual Service Improvement Service Transition Continual Service Improvement Executive Introduction Quick Wins Study Aids Qualifications 6 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
7 ITIL V2 Service Support mapping to V3 (High level) ITIL V2 Process Primary ITIL V3 Book Change Management Configuration Management Incident Management Problem Management Release Management Service Desk CMDB Fault Management (ICT Volume) Knowledge Management (not in V2) Service Transition Service Transition Service Operation Service Operation Service Transition Service Operation Service Transition as part of the Configuration management process and Service Operation for ongoing use Service Operation Service Transition and Service Operation 7 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
8 ITIL V2 Service Delivery mapping to V3 (High level) ITIL V2 Process Primary ITIL V3 Book Availability Management Service Design Capacity Management Financial Management IT Service Continuity Management Service Level Management Asset Control Service Catalogue Service Design Service Strategies Service Design Referenced in Service Transition, Service Operation and Continual Service Improvement Service Design Service Operation Service Design 8 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
9 Existing ITIL Implementations: Incomplete and Unlinked People Process Technology Education remains focused on what ITIL is, not how to apply it for the benefit of business and IT. Organizations lack actionable guidelines and blueprints to accelerate implementations and increase ROI. Technology lacks the means to integrate and automate ITIL processes across both service support and service delivery. 9 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
10 Service Management Strategy Unify and Simplify People Process Technology Get on the ITIL Track ITIL education; team-building simulations for implementers through executives Drive to Service Excellence ITIL maturity assessment services and implementation blueprints. Deliver Superior Service First-class software to automate and integrate all ITIL processes, including the CMDB 10 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
11 An Academy of Service Excellence People > ITIL Education Courses and Workshops From Basics to Manager and Practitioner Designed to help you convert theory into Best Practice > ITIL Simulations Business and IT Focus Unify teams behind ITIL goals > ITSMF Membership and Panel Participation Emphasis on thought leadership and practical guidance 11 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
12 Implementation Blueprint Process 12 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
13 Enabling Software to Fully Automate ITIL processes Technology CMDB is at the Center > Unified change and configuration visibility Common view of IT relationships supporting the business > Efficient root cause analysis Faster and more effective Problem Management > Business relevant views of IT services Alignment of IT to business priorities > Improved regulatory compliance support Changes are tightly controlled and managed Audit control of configurations Eliminates unapproved configuration changes and the introduction of security vulnerabilities 13 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
14 Technology Enabling Software to Fully Automate ITIL Processes Service Support Change and Release Management Centralizes the submission of RFC s for better control. > Plans, Prioritizes, costs and schedules changes. > Manages both operational and software changes. > Tracks all changes across the lifecycle for improved auditing > Detects unauthorized changes to reduce the number of incidents and problems > Integrated software distribution support. 14 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
15 Enabling Software to Technology Fully Automate ITIL Processes Service Desk 15 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com Service Support Incident and Problem Management > Automatically detects incidents and prioritizes severity based on business impact. > Proactive quickly finds the root-cause of severe problems. Knowledge Tools > Matches incidents using a knowledge base to find faster solutions and workarounds. Dashboard > Provides decision support for Service Desk operations. Self Healing > Rapid service restoration and self-healing capabilities.
16 Enabling Software to Technology Fully Automate ITIL Processes Service Catalog 16 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com Service Delivery Service Level Management Financial Management for IT > Presents IT Services in customers own language > Automates service fulfillment. Service Metric Analysis; Service Assure > Builds Business based contracts and SLA s Service Accounting > Tracks and manages IT service costs.
17 CA Service Management Vision and Strategy
18 Think of IT as a Manufacturing Company Service Mgmt & Governance Customers Operational Demand Change Request Service Desk Integrated Change Management Performance End Users Single Point of Contact Requests, self-help/serve, one-stop IT interaction Tactical Demand Service Request Service Catalog Service Request Management Applications Demand Projects Customers Strategic Demand Investment Request Business Case Service Portfolio Management Software Business Unit Executives Business Relationship Management Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Delivery Supply Service Charges Infrastructure Availability SLA Network Systems Security Storage Risks Financials Manufacturing Desktops Resources Servers Configs 18 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com CMDB
19 IT Prior to Manufacturing Resource Planning Service Mgmt & Governance Customers Help Desk Change Requests Performance Hallway.xls /.doc Applications Change Requests Help Desk End Users Business Unit Executives Phone Sticky Notes Powerpoints Risks Delivery Applications Servers Desktops Financials Charges Servers $$$ Desktops $$$ Applications $$$ Software Availability SLA Projects Infrastructure Network Systems Desktops Security Servers Storage 19 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com Configs Resources
20 Business Service Factory Service Mgmt & Governance Customers Operational Demand Change Request Service Desk Integrated Change Management Performance End Users Single Point of Contact Requests, self-help/serve, one-stop IT interaction Applications Tactical Demand Service Request Demand Service Catalog Service Request Management Projects Business Unit Executives / Line of Business Customers Business Relationship Management Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Strategic Demand Investment Request Business Case Service Portfolio Management Software Delivery Charges New and Improved Supply Business Services Infrastructure Availability SLA Network Systems Security Storage Risks Financials Manufacturing Desktops Resources Servers Configs 20 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com CMDB
21 CA Service Model Implementation BUSINESS SERVICE MANAGEMENT Building on Industry Standards > CMDBf (Federation) (in progress) IT GOVERNANCE Risks & Controls Portfolios Business Processes Financials Servers Organizations Apps SLAs Services CMDB Resources Performance Software SOA Network Virtualization Threats Policies Identity Audit INFRASTRUCTURE OPTIMIZATION SECURITY MANAGEMENT > CML (in progress) > SML (in progress) > CIM Implemented in CMDB > System of record for Service is the CMDB > Other configuration items are registered and federated > Relationships are discovered automatically > Metrics and KPIs are aggregated up the service component hierarchy 21 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
22 CA Service Management Roadmap CA Service Enterprise CMDBAssure Catalog Change / Service SupportBridge Desk, Management Dashboard, SMA Accounting Knowledge Tools Service Support Cohesion MDB / eiam Integration Integration for automated Firewall Transparent relationship Unified Service End-user change perspective web store DSM mapping management Roles-based Agent reporting Form enhancements usability and Service Support navigation Automation for Oracle across Integrated Generic operations workflows Delivery SLM add-on solution and to development Calendaring DSM OOTB Request Service enhancements and Desk SLA Enhanced Change scheduling Self Healing visualization Integration Catalog workflow builder with Automation Wily CEM Platform orchestration Enhanced Workflow support Change and dnhancements Introscope ITIL Through alignment (QOS) DSM IT Multi-tenancy Remote Localization Change Control Impact support Management Interactive Analysis enhancements Replacement visualization Demand management with URC Federation Exploitation/Integration Knowledge Offline Portal adaptors integrated solution centered Client with support Application CMDB alignment Monitors ITIL-compliant Web based dashboard content UNIFIED SERVICE MODEL 22 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
23 Service Visualizer 23 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
24 Service Level Manager 24 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
25 Example of potential user interface 25 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
26 Summary > ITIL Version 3 is the result of the current and future best practice in ITSM > ITIL Version 3 provides a basis for faster implementation, reduced time-to-value and ultimately better IT and business alignment > ITIL Version 3 supports all the ITIL processes you know today > Service Desk with ITIL implementation can remain; new requirements for Balanced Scorecards and Risk Management Dashboards 26 June 11th, 2007 ITIL Version 3 Road show - Maria A Medvedeva - Maria.Medvedeva@ca.com
27 Again thank you Maria Medvedeva Regional Director, CA, Inc.
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