Getting Started with IT Service Management SMSG 4 th February 2014 BCS Bedford Branch
Ian Connelly Over 15 years experience working in IT, latterly within Service Operations for Telcos, ISPs & the insurance sector Service Management Advocate Member of BCS SMSG Committee, External Liaison Contact Member of itsmf UK Currently with Domestic & General Insurance based in London MBCS, CEng, CITP & ITIL Expert 2
BCS Service Management Specialist Group The Service Management Specialist Group provides an avenue for developing and promoting IT service management techniques and standards such as ITIL, COBIT and ISO/IEC 20000 The goal of the SMSG is to facilitate free and open exchange of ideas, experiences and best practice in all that is IT Service Management We look to do this by delivering open events for Continual Professional Development to all levels of the community from top industry and academic speakers, practitioners and thought leaders 3
Agenda / Takeaways What is IT Service Management The benefits of IT Service Management What is ITIL Key concepts The Service Lifecycle Associated topics Further information Questions 4
What Is Service serv ice noun 1. an act of helpful activity; help; aid: to do someone a service. 2. the supplying or supplier of utilities or commodities, as water, electricity, or gas, required or demanded by the public. 3. the providing or a provider of accommodation and activities required by the public, as maintenance, repair, etc.: The manufacturer guarantees service and parts. 4. the organized system of apparatus, appliances, employees, etc., for supplying some accommodation required by the public: a television repair service. 5. the supplying or a supplier of public communication and transportation: telephone service; bus service. [Dictionary.com service, http://dictionary.reference.com/ Accessed 23/12/2013] 5
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
Expected Benefits of Service Management Financial savings Improved service availability Improved time to market for new products/services Better liaison between business and IT provider Increased customer satisfaction with IT services Improved decision making and optimized risk Better IT governance and regulation 7
Who is doing Service Management 8
The 4 Ps of Service Management People Processes Products Partners Skills, training, communication Actions, activities, changes, goals Tools, monitor, measure, improve Specialist suppliers 9
What is ITIL A best practice framework for the provision of quality IT services to be adopted and adapted to meet organisational needs Originally developed by the UK Government 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 the International Standard for IT Service Management, ISO/IEC 20000 Version 1 Late 1980 s Version 2 2002 Version 3 2007/2011 ITIL is a Registered Trade Mark of AXELOS Limited 10
ITIL Adoption ITIL is recognized as the de facto standard for IT Service Management; formally adopted by UK, EU governments as well as many private enterprises ITIL features at number 9 in the "15 Top Paying Certifications in 2013 1 Organizations using ITIL have reported quantitative and tangible benefits 2 Improved initial response rate by 20% Decreased the number of major incidents from six to two in one year Increased the number of managed servers per person by a factor of ten Cut costs by 30% after a three years of integrating and automating processes 1. [Global Knowledge, 15 Top Paying Certifications 2013, www.globalknowledge.com/training/generic.asp?pageid=3430 Accessed 23/12/2013] 2. [Gartner case study published July 6th, 2011 (ID: G00214213) - Japanese companies that implemented various ITIL processes] 11
ITIL v3 and 2011 Refresh 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 20000 12
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) 13
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 Strategic Risks Different forms of service strategy 14
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? 15
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 Some things excluded Swapping failed device Adding new user Installing standard software 16
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 Withdrawal of old services Balancing Reactive Responsiveness Cost Internal Against Proactive Stability Quality External 17
CSI Continual Service Improvement Guidance on how to continually align and re-align IT services to changing business needs Define what you should measure Focus on Process Owners and Service Owners Implement corrective action Act Plan Define what you can measure 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 18
Adopting ITIL Adapt & Adopt Analyse Your Environment Determine The Areas For Change Build A Business Case Implement In Steps Big versus small ITIL Lite 19
Not Just for IT! [http://www.computerweekly.com/news/2240184788/cern-uses-itil-to-rethink-facilities-management] 20
Associated Topics ISO/IEC 20000 Information Security IT Governance and Risk Management Assessments Other Standards, Frameworks & Guides 21
ISO/IEC 20000 Made up of multiple parts ITIL in a QMS wrapper Standard against which organisations can achieve certification Management Systems Planning & Implementation Planning New Services Management Responsibility, Documentation Requirements, Competences, Awareness & Training Plan, Implement, Monitor, Improve (Plan. Do. Check.. Act ) Planning & Implementing New or Changed Services Capacity Management Service Continuity & Availability Management Release Processes Release Management Service Delivery Processes Service Level Management Service Reporting Control Processes Configuration Management Change Management Resolution Processes Incident Management Problem Management Information Security Management Budgeting & Accounting for IT Services Relationship Processes Business Relationship Management Supplier Management 22
ISO 20000 Processes Management Systems Planning & Implementation Planning New Services Management Responsibility, Documentation Requirements, Competences, Awareness & Training Plan, Implement, Monitor, Improve (Plan. Do. Check.. Act ) Planning & Implementing New or Changed Services Capacity Management Service Continuity & Availability Management Release Processes Release Management Service Delivery Processes Service Level Management Service Reporting Control Processes Configuration Management Change Management Resolution Processes Incident Management Problem Management Information Security Management Budgeting & Accounting for IT Services Relationship Processes Business Relationship Management Supplier Management 23
Relationship between ITIL and ISO 20000 24
Information Security Coverage within ITIL Relationship with ISO/IEC 20000 ISO/IEC 27001 25
IT Governance and Risk Management Overview Relationship with ITIL COBIT Other standards 26
The COBIT 5 Framework COBIT 5 helps enterprises create optimal value from IT by maintaining a balance between realising benefits and optimising risk levels and resource use. COBIT 5 enables IT to be governed and managed in a holistic manner for the entire enterprise, taking in the full end-to-end business and functional areas of responsibility, considering the IT-related interests of internal and external stakeholders. 27
COBIT 5 Governance & Management Source: COBIT 5, figure 15. 2012 ISACA All rights reserved. 28
Assessments CMMI-SVC What is it? Relationship with Service Management Five evolutionary levels Initial -Characterised as ad-hoc and even, occasionally, chaotic. Few processes are defined and success depends on individual effort and heroics. Repeatable - Basic processes are established. Necessary process discipline is in place to repeat earlier successes in similar situations. Defined - Processes are documented. All services use an approved version of the processes. Managed - Detailed measurements of the processes and outputs are collected. Process and outputs are qualitatively understood and controlled. Optimizing - Continual process improvement is enabled by quantitative feedback from the process and from piloting innovative ideas and technologies. 29
Other Standards, Frameworks & Guides TOGAF PRINCE2 & PMP for Project Management SFIA BS 25999 for Business Continuity Management ISO/IEC 19770 for Software Asset Management Lean Six Sigma 30
Further Learning ITIL Foundation (3 day course) The full ITIL books or the Key Element Guides (KEGs) Internet forums and groups BCS SMSG; itsmf UK; LinkedIn; Facebook; websites: ITSM Review, IT Skeptic; and many more Attend a BCS SMSG or CMSG event, an itsmf UK event, a BrightTalk webinar, a Pink seminar 31
Any Questions? 32
Contact Information Ian Connelly ic5@bcs.org.uk uk.linkedin.com/in/iancconnelly/ 33