itil implementation and service management best practices – useful information and quick guide

ITIL Implementation – Useful information and Quick guide

Welcome to Online Seminar Presented by

Sriram Srinivasan

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Agenda

• What is ITIL? • Why Implement ITIL? • About Implementation • ITIL Implementation Activities • Implementation Success and Failure • Checklist for Implementation • Contact detail

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Objectives

• Provide useful information on ITIL Implementation

• Fundamentals of ITIL Implementation • Quick guidance on Implementation Approach • More ITIL Approach

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ITIL Service Management (ITIL®)

• ITIL is the most recognized framework for IT service management in the world. Delivering a cohesive set of best-practice guidance drawn from public and private sectors internationally, ITIL helps service providers with best-practice guidance on the provision of quality IT services, and the processes, functions and other capabilities needed to support them.

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Why Implement ITIL? ITIL provides a systematic and professional approach to the management of IT services. Adopting its guidance offers users a huge range of benefits that include:

• Reduced costs • Improved value creation • Improved IT services through the use of proven best-practice processes • Improved customer satisfaction through a more professional approach to service

delivery • Alignment with business needs, including the development of a business

perspective • Improved productivity • High-quality IT services that benefit the business customer • A balanced and flexible approach to service provision • Well-designed services which meet customers' needs - now and in the future • Ability to adopt and adapt to reflect business needs and maturity.

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• ITIL has been adopted by thousands of organizations worldwide, such as NASA, the UK National Health Service (NHS), HSBC bank and Disney™. ITIL is also supported by quality services from a wide range of providers including examination institutes, accredited training providers and consultancies, software and tool vendors and well known service providers such as IBM, Telefonica, HP and British telecom (BT).

• ITIL Best Practices also support the foundations of ISO/IEC 20000 (previously BS15000), the International Service Management Standard for organizational certification and compliance. Organizations can therefore implement ITIL to attain organizational certification.

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About Implementation

• Remember an ITIL implementation is not just about ITIL but there are lot more factors related.

• There is no “Right” or “wrong” way to do it • You need a practical approach rather than book

based • Just establishing an ITIL best practice doesn’t mean

you will recognize benefits • Implementation are not fast or easy

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ITIL Implementation

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Process Maturity Model

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Implementation Task Flow

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Implementation Ready

Implementation - Real Time Scenario

Scenario: • Asset Database is required to be built for the IT assets of the Organization covering

end user, server, network etc. • The Organization currently uses LANDESK, TIVOLI (but does not have ADDM) and

has BMC Service Desk Express • ERP system is used for holding fixed asset information about the assets. Asset

stock information is maintained in ERP. However asset Lifecycle information is maintained in BMC.

• Asset Database need to be built in BMC however BMC does have discovery module

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Objectives • Account for all the IT Assets and configurations within the organization. • Creating configuration management or one access to ensure that IT assets

or CI’s information are recorded and tracked throughout its lifecycle in centralized manner.

• To identify configuration items and their relationships and add them to the configuration management database (CMDB).

• Integrate CMDB with BMC and connect it to Tivoli and control CI’s. • To establish a review process that ensures that the CMDB accurately

reflects the up-to-date IT environment.

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Approach and Activities

• Building Asset Database • Asset Balance in ERP and BMC • Design Configuration Management System or

CMDB • Implementation Plan - Action and Outcome of

Implementation

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1. Building asset database •Create a scope and procedure documentation for configuration management system. •Establish a link/connector with single reliable source database of organization and finalize the one which gives most accurate information. In this case ERP can be input or source. •LANDesk can be used for collecting desktop information management. •Identify new discovery tool to be integrated with existing system. •Discover as many assets as possible using auto discovery tools – desktops, servers, network devices. •Collect inventory data maintained by various teams and structure them as per the CMDB requirement. •Validate the discovered data with manually tracked records to fill the gap. •Define and Identify all the CI’s which are important to be tracked and managed under configuration management system. •Develop standard naming conventions for all the CI’s. •Identify roles & responsibilities for the data sources of CIs to be managed in CMDB . •Design process for registration of new CI’s, update of existing CI’s and removal of obsolete CI’s. •Start populating validated data into CMDB as per the CI structure designed and build relationship according to critical services. •Develop the integration plan with BMC, Tivoli and LANDesk (if needed)

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2. Asset balance in ERP and BMC •ERP will become primary or initial interface for CMDB.

•Integrating CMDB with BMC will correct asset life cycle management.

•Prepare an asset inventory from ERP and BMC separately.

•Verify asset information between ERP and BMC, this can be one time activity before the final phase of BMC CMDB integration.

•Assuming only assets within the organization will be maintained by ERP and BMC, possibly we can go for physical inventory and labeling existing assets.

•Maintaining fixed asset information including changes in ERP database belongs to respective function hence we might not be able to provide 100% accuracy but providing periodic synchronization of CMDB with ERP can ensure better asset management.

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Collection of IT Asset from single or multiple database.

List of validated IT Components/ asset database

Identify CI's

Need to manage CI

End

Define CI to be Managed

Identify relationships & dependencies among CI's

Select CI Attributes

Add CI to CMDB Repeat the process for all CI's need to be managed.

Review CI's and update if needed

CMDB integration ready

Start

End

Yes

No

Configuration Management System Process Flow

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S.NO Action Description Outcome

1 Identify CI’s New H/w procured, discovered, new s/w procured, discovered, user location discovered, new services developed, new procedure document created.

Decide if CI needs to be managed or not?

2 Manage CI CI approved to be managed in CMDB Further classification of CI’s will be done.

3 Define CI CM defines the new CI to be added in CMDB New CI definitions

4 Identify relationships & dependencies

Respective dependency is established between CI’s. Relationship is established between CI to model the real time IT environment

Updated relationships

5 Select CI attributes Relevant attributes are identified for the CI Updated attributes

6 Add CI to CMDB CI will be added or updated in the CMDB CMDB updated

Success and Failure

• Success factors – Executive support and Organizational

commitment – Clear Project definition, business objectives and

requirements – Practical plan and expectations – Clear roles and responsibilities – Risk management and quality method

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• Success is determined by achieving business alignment

• IT cannot define ITIL success without business weighing in

• Remember there is no “Right” or “wrong” in ITIL but its all about “Improvement” through “Best Practices”

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Reason for ITIL Failures

• Unrealistic timeline • Attempt to do “too much” or “too little” • More focus on “Tools” & “Application” • Organization Culture • Economy

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Checklist

• Better to go with Standard (ISO 20000:2011) • No standard template • Create your own “check list” based on

“Organization needs”

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Sriram Srinivasan, PMP, ITIL Expert, Cobit, Prince2 Practitioner, CISCS, Lead Auditor ISO 20000, ISO 27001, ISO 9001, ISO 27002, BS 25999 UAE: +971 50 959 7823 India: +91 9840091512/9940191512 ProVise Consulting, FZE P.O. Box 51543, Sharjah, United Arab Emirates Learn, Grow, Network in.linkedin.com/pub/sriram-srinivasan-pmp®-itil®-expert-cobit/18/978/514

Looking for contact and assistance in Service Management practice, ISO 20000 Certification, ITIL Implementation, contact or connect with me in LinkedIn.

• OGC official website • http://www.best-management-practice.com • http://www.itil-officialsite.com • Books – the art of service management HP Case Studies, ItSMF, ISO

20000:2011 guidelines – Sriram Srinivasan PMP, ITIL Expert

Sources

Thank You