a process reference model using itil in four sets

PowerPoint Presentation

The Seventeen Real ProcessesA New ModelOctober 21st, 2016 Noon CT and October 28th follow-upPresident, KC ITSM LIG, [email protected] Rowehttps://www.linkedin.com/in/gregrowe1

Get real. Be authentic.1

The Seventeen Real ProcessesA New ModelOctober 21st, 2016 Noon CT and October 28th follow-upPresident, KC ITSM LIG, [email protected] Rowe

https://www.linkedin.com/in/gregrowe1

Get real. Be authentic.2

Introduction:A Day in the Life CycleFirst day with ITIL Version 3 - An Authors PreviewWhat? Your organization doesn't look like five stages of a lifecycle?Sit back and relax. Reset and revisit.https://www.linkedin.com/in/gregrowe1

Back in 2007.3

Todays Agenda:00 Begin Webinar:05 PresentationIntroductionThe Four Sets of Processes Top-Level SimplicityThe Process Reference Model Detailed InterfacesOrg Charts How to apply it in your organization:30 Q&A, Personal Introductions, Summary:45 End

4https://www.linkedin.com/in/gregrowe1

Well end by quarter til. 4

Why this topic?ITIL describes twenty-six processes.There are seventeen process diagrams.Some have more than one.Twelve have none.So only fourteen processes have diagrams.Are processes without diagrams real processes?Kip: Yesss https://www.youtube.com/watch?v=jS0RA9eCsQkhttps://www.linkedin.com/in/gregrowe15

Twenty six is a lot. Is it too many? That is, would you need to hire 26 process managers? If not, how do you make sense of it? Think about that in your experience as we go. 5

OutlineIntro Concerning ITILThe Four Sets of ProcessesThe Process Reference Model

https://en.wikipedia.org/wiki/ITIL#Overview_of_the_ITIL_v3_library

6GO TO VOTE BUTTONWhat is the minimal number of people you believe your organization needs to manage processes effectively?261713122https://www.linkedin.com/in/gregrowe1

Again, in terms of the outline of the presentation, were in the introduction now. Then well talk about logical sets of processes outside of the life cycle.

If the numbers dont seem to add up, feel free to check my work.At the bottom of the slide is a quick reference in addition to the official library at: https://www.gov.uk/government/publications/best-management-practice-portfolioTheres a WIKIpedia page at: https://en.wikipedia.org/wiki/ITIL#Overview_of_the_ITIL_v3_library6

OverviewProcess Interfaces One set of activitiesFour Sub-Sets Left box belowProcess Reference Model Right box below


Well talk about seventeen processes in four sets. Then well go in detail on the seventeen processes in scope for the presentation.7

PresenterGreg Rowe, Focused Management, Inc. Certified IT Service Management ITIL ExpertVersion 2, Version 3 / 2007, Version 2011, Tutor 1 at HP, itPreneurs, etc.USMA West Point Graduate (Class of 84) and military operations (Command, S1, S4, S3, G3)ASQ-Certified Six Sigma Black BeltBMC AR System Administrator / ITSM / RemedyEnterprise Applications, App Dev, Data Center Management20+ years in the IT Industry14 years with the Fortune 500, small and medium-sized companies 14 years in the Federal space Focused Management: A Verified Service-Disabled Veteran-Owned Small Business (SDVOSB) and Software Engineering Institute (SEI) CMMI Maturity Level-2 SW Rated Company ISO 20000 CertifiedClients from Cupertino to DubaiAccenture, Booz Allen, PWC, Perot Systems, UNISYS, Symantec, General Dynamics, Lockheed Martin, Raytheon, FedEx, DHL, Wal-Mart, Bank of America, Boeing, Freddie Mac, Accredo Health, Kraft, Temple-Inland, Electric Reliability Council of Texas, Jacksonville Electric, NATO, DOD, Dept. of Commerce, USDABackground: Command/War Planner, Manufacturing/Manufacturing Sys, Healthcare Sys, Data Centers/Infrastructure Most of you had ITIL Awareness? Hit the first wave 12 years ago...


Kip: Yesss https://www.youtube.com/[email protected]

If you want to check credentials, the best source is my LinkedIn profile as shown at the upper right. You can also access background information for this presentation in articles Ive published there.8

Is it possible to cover all activities of 26 processes with only two people?Not at all, as youll see.


If you only remember one thing from this, ask yourself how to do all process activities with two people. Youll see one opinion of that here.9

Intro: Process Model OutputsInputsActivities

CustomersSuppliersProcessControlsProcessEnablersResources

Triggers

Reports & ReviewsProceduresWork InstructionsRolesMetricsProcess Improvements

PeopleAssets

Process OwnerDocumentationFeedbackObjectivesCapabilitiesResourcesProcess

10

As you know, a process has inputs, activities and outputs. Add to that the process controls and process enablers and you have it. Simple. It fits. The books have sections of each process on it. There is no issue here. 10

Intro: The Characteristics of a Process1. Customer2. Trigger

3. MeasurableActivity4. ResultsEnd UserRequest FulfillmentService Request for a password resetPrompted for a new password11

Now heres the issue. The characteristics of a process include measureable activity. Does that always apply to a complex process? Measure outputs, sure. But some processes have a black box in the middle. Not every activity in every process is easily measurable. So we leave those out of the process reference model shown next, except to mention them as single boxes related to other boxes.11


Some processes have multiple diagrams.For example:The Incident Matching to Problems diagram details an activity in the Incident Management ProcessThere are several use cases of Request Fulfillment including Standard Delployment.Are processes without diagrams real processes?With multiple super processes?The plot thickens13https://www.linkedin.com/in/gregrowe1

I just showed you the 26 processes and told you that there are 17 process diagrams in ITIL. What I did not tell you was that some of the 17 are for the same process. For example four are related to Request Fulfillment. Ah. More and more intrigue.13

The Four SetsLogical Groups of Processes14https://www.linkedin.com/in/gregrowe1

Next well talk about the four sets of processes. Now were getting closer to the opening question. That is, can you cover all 26 processes with two people? At least now were getting it down to four. Were also now going to see how having a process diagram or not matters less when the processes are grouped together as were about to see. 14

The Four SetsCollaboration Coordinating across Projects, Products and other Lifecycles Decisions Decision-Making, Notifications and GovernanceFulfillment Processing Requests Resolutions Responding to Issues Operationally


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The Twenty-Six with Seventeen of Thirteen Bold have diagramsCollaboration

DecisionFulfillmentResolution

SERVICE STRATEGYStrategy Management for IT ServicesService Portfolio ManagementDemand ManagementFinancial Management for IT ServicesSERVICE OPERATIONRequest Fulfillment +3 sub-diagramsAccess ManagementEvent ManagementIncident ManagementProblem ManagementCONTINUAL SERVICE IMPROVEMENT7-Step Improvement ProcessBusiness Relationship Management

SERVICE DESIGNService Level ManagementSupplier ManagementService Catalogue Management Information Security ManagementService Continuity Management Availability ManagementCapacity Management Design CoordinationSERVICE TRANSITIONChange ManagementKnowledge ManagementService Asset & Configuration Management Transition Planning and SupportRelease and Deployment ManagementService Validation and TestingChange Evaluation165 with diagramsCulturesMove quicklyMove deliberatelyTogetherCreative Tension and BalanceGregory Paul Rowe [email protected]

As promised heres all of the gory details. For my Collaboration group, five have process diagrams and four do not. For the Decision group four have diagrams and six do not. For Fulfillment, two have diagrams, two dont, plus there are three more for types of request fulfillment. For Resolution, all three have diagrams.16




SERVICE DESIGNService Level ManagementSupplier ManagementService Catalogue Management Information Security ManagementService Continuity Management Availability ManagementCapacity Management Design CoordinationSERVICE TRANSITIONChange ManagementKnowledge ManagementService Asset & Configuration Management Transition Planning and SupportRelease and Deployment ManagementService Validation and TestingChange Evaluation1754 w/o462230CulturesMove quicklyMove deliberatelyTogetherCreative Tension and Balance

Gregory Paul Rowe [email protected]





SERVICE DESIGNService Level ManagementSupplier ManagementService Catalogue Management Information Security ManagementService Continuity Management Availability ManagementCapacity Management Design CoordinationSERVICE TRANSITIONChange ManagementKnowledge ManagementService Asset & Configuration Management Transition Planning and SupportRelease and Deployment ManagementService Validation and TestingChange Evaluation1854462230CulturesMove quicklyMove deliberatelyTogetherCreative Tension and Balance

Gregory Paul Rowe [email protected]


Build/TestJ1J1J1FIncidents, ProblemsProgram & Project Management5a34

78

6345678

5a

6a7aV1Config-urations4a 2413523a43b3c51A2SystemEvent Projects &Support 321Transition Planning &SupportDesignSDPDesign Coord.Transition Planning4DevProjectProjectProjectsProjectProject Major Releases, Work Efforts, DeploymentsC2Numbered steps are short-hand to fit on the page. See each process for full activity names.Portfolio ManagementProcess234112345IVIIIIIIdentify or receive an incident, problem or requestCreate a request for changeProject funding is involved in design auth., often after project planningNormal ChangesStandard Operational ChangesStandard DeploymentsM2Requests & Standard ChangesX1R2SLAOLACata.SLRCatalog Mgmt,SLMDeploy1Change Proposal2b2c2d2e2f2g3a43b1Incidents234567Problems22W2Access Requests134W545673Requests892Auth. Design Auth. BuildAuth. Deploy2a4aKTestingAuth. Dev.

a process reference model using itil in four sets

Leadership & Management