Getting Started with ITIL

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1 Getting Started with ITIL SMSG 17 th June 2013 BCS Nottingham & Derby Branch

2 Overview Service Management has been adopted by many thousands of companies worldwide but what is it? Fundamentally, it s a way to manage the delivery of IT, focussed on the customers perception of IT s contribution to the business. This short introduction to Service Management will explain the key concepts and features and will give attendees sufficient information to understand and build upon the essentials. We ll begin with what the industry is getting out of Service Management, move on to explain ITIL and ISO20000 in some detail and then finish with a brief look at other linked topics including ISO27001, COBIT and Lean. 2

3 Agenda What is IT Service Management? The benefits of IT Service Management What is ITIL? Key concepts The Service Lifecycle ISO/IEC Associated topics Further information Questions 3

4 Ian Connelly MBCS CITP BSc(Hons) Over 15 years experience working in IT, principally in Service Operations Service Management Advocate Member of BCS SMSG Committee uk.linkedin.com/in/iancconnelly/ 4

5 Brian Scott MBCS, ITIL Expert Over 25 years experience working in IT, Service and Telecoms Management Roles included Design Engineer, Design Authority and Solution Architect Chair of BCS SMSG & Committee Member on CMSG uk.linkedin.com/in/bpscotty/ 5

6 What is IT Service Management? A discipline concerned with the delivery and support of IT services that are appropriate to the business requirements of the organisation Objectives: Ensure that IT services are aligned to current and future needs of the business and its customers Improve the quality of the IT services delivered Reduce the long term cost of service provision 6

7 Benefits of Service Management Financial savings Improved service availability Improved time to market for new products/services Improved decision making and optimized risk Better liaison between business and IT provider Increased customer satisfaction with IT services Common language throughout Dealing with a changing world Better IT governance and regulation 7

8 Who is doing Service Management? 8

9 What is ITIL? A series of books describing a best practice framework for the provision of quality IT services to be adopted and adapted to meet organisational needs Developed by the Office of Government Commerce (OGC) in association with many thousands of experienced IT professionals and organisations worldwide Non-proprietary, impartial, generic and widely available Provides common language with well-defined terms Basis for International Standard ISO/IEC Version 1 Late 1980 s Version Version /2011 ITIL is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 9

10 ITIL v Greatly simplified over ITIL v2 and rationalised to 5 core books based around the service lifecycle Much clearer guidance on how to provide service Kept tactical and operational guidance but gave more prominence to strategic ITIL guidance relevant to senior staff Easier, more modular accreditation paths Better aligned with ISO

11 The Value of ITIL Delivering to the business goals Delivering value to customers Common terms and language across the global supply chain Recognise and prioritise investments in the various service offerings Appropriate roles and responsibilities to influence business results Conformance to IT governance and compliance 11

12 ITIL Adoption ITIL is recognized as the de facto standard for IT Service Management; formally adopted by UK, EU and Canada Government as well as private enterprises ITIL figures twice in the "Top 15 Highest Paying Certifications in the Technology Industry Organizations using ITIL have reported quantitative and tangible benefits: More than 70% reduction in service downtime Savings of nearly $200 million annually 50% reduction in new product cycles Models such as ITIL to formalise IT Operations is on the agenda of 65% CIOs worldwide 12

13 The 4 Ps of Service Management People Processes Products Partners Skills, training, communication Actions, activities, changes, goals Tools, monitor, measure, improve Specialist suppliers 13

14 The Service Lifecycle Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Crown copyright reproduced with the permission of the controller of Her Majesty's Stationery Office (HMSO) 14

15 Service Strategy Guidance on how to think and act in a strategic manner about the provision of IT services Focussing on: What services should we offer and to whom? How do we create value for our customers? Also need to think about: Warranty and Utility Resources and Capabilities (Service Assets) Strategic Risks Different forms of service strategy 15

16 Service Design Guidance for the design and development of services and Service Management processes Covers Design principles and methods for converting strategic objectives into portfolios of services and service assets Considerations should include How are we going to provide it? How are we going to build it? How are we going to test it? How are we going to deploy it? 16

17 Service Transition Guidance on how to deliver services and changes required by the business into live/operational use. Encompasses the "project" side of IT rather than "BAU Goals: Set customer expectations Enable release integration Reduce performance variation Document and reduce known errors Minimise risk Ensure proper use of services Some things excluded: Swapping failed device Adding new user Installing standard software 17

18 Service Operation Guidance on the activities required for the maintenance and management of live services to agreed levels Where the value is seen by the customer Balancing Reactive Responsiveness Cost Against Proactive Stability Quality Internal External 18

19 CSI Continual Service Improvement Guidance on how to continually align and re-align IT services to changing business needs Implement corrective action Define what you should measure Define what you can measure Focus on Process Owners and Service Owners Act Plan Ensures that Service Management processes continue to support the business Present and use the information Check Do Gather the data Monitor and enhance service level achievements Analyse the data Process the data 19

20 ISO/IEC Made up of multiple parts ITIL in a QMS wrapper Standard against which organisations can achieve certification 20

21 Associated Topics Information Security IT Governance and Risk Management Improvement and Efficiency Assessments Other standards 21

22 Information Security Overview Coverage within ITIL Relationship with ISO/IEC ISO/IEC

23 IT Governance and Risk Management Overview Relationship with ITIL and ISO/IEC COBIT and M_o_R Standards 23

24 Improvement and Efficiency Six Sigma What is it? Relationship with Service Management Lean Service Management What is it? Other improvement models 24

25 Assessments CMMI / SPICE What is it? Relationship with Service Management ISO/IEC part 8 25

26 Other Associated Topics BS for Business Continuity Management ISO/IEC for Software Asset Management PMBOK and PRINCE2 for Project Management SFIA Framework for managing roles/skills 26

27 Further Learning ITIL Foundation (3 day course) The full ITIL books or the Key Element Guides (KEGs) Internet forums and groups BCS; itsmf; LinkedIn; Facebook; ITSM Portal; ITSM Watch; IT Skeptic; and many more Attend a BCS SMSG or CMSG event, an itsmf regional group, a BrightTalk webinar, a Pink seminar 27

28 Any Questions? 28

29 Contact Information Ian Connelly Brian Scott 29

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