itsm overview presentation

IT Service IT Service Management Management AcademyAcademy

Session 1Session 1

March 6, 2006; 8:30 a.m. – March 6, 2006; 8:30 a.m. – noonnoon

Melody Riley & Janet GerlingMelody Riley & Janet Gerling

AgendaAgenda

Welcome & IntroductionsWelcome & Introductions Academy OverviewAcademy Overview Academy Framework & ToolsAcademy Framework & Tools Academy Charter DevelopmentAcademy Charter Development Session Wrap-upSession Wrap-up

Welcome & Welcome & IntroductionsIntroductions

NameName AgencyAgency Role in AgencyRole in Agency ExpectationsExpectations

BackgroundBackground

ITAM Project & IT Asset Mgmt. ITAM Project & IT Asset Mgmt. PolicyPolicy

ITSM IRRITSM IRR RFP StatusRFP Status Scope of WorkScope of Work

Academy OverviewAcademy Overview

PurposePurpose Academy ApproachAcademy Approach

– Project-based learning environmentProject-based learning environment– Very participative/group activityVery participative/group activity– Focus on industry best practicesFocus on industry best practices– HomeworkHomework

OutcomesOutcomes

Academy Academy Framework & ToolsFramework & Tools

Dynamic Systems Development Dynamic Systems Development Methodology (DSDM)Methodology (DSDM)

Project ManagementProject Management Remedy ITSM SuiteRemedy ITSM Suite ITSM Academy RepositoryITSM Academy Repository IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)

DSDMDSDM

Iterative ProcessIterative Process Joint Application DesignJoint Application Design Timeboxing and Priortization-Timeboxing and Priortization-

MoSCoW RulesMoSCoW Rules

DSDM-MoSCoW DSDM-MoSCoW RulesRules

Must haveMust have Should haveShould have Could haveCould have Want to have but Won’t have this Want to have but Won’t have this

time aroundtime around

System System Development Development MethodologyMethodology

A Systems Development Methodology A Systems Development Methodology defines the manner in which an IT defines the manner in which an IT system will be built. A methodology system will be built. A methodology prescribes a set of processes, prescribes a set of processes, deliverables, and decisions that need to deliverables, and decisions that need to be made at various points in the system be made at various points in the system development. Two major development. Two major methodologies exist:methodologies exist:– Waterfall MethodologyWaterfall Methodology– Spiral MethodologySpiral Methodology

WaterfallWaterfall

DSDMDSDM

Key DifferencesKey Differences

Functionality

Functionality

Resources Time

Resources Time

DSDM

Waterfall

Fixed

Variable

Benefits of DSDMBenefits of DSDM

Users are more likely to take ownershipUsers are more likely to take ownership Risk of building the “wrong” system is Risk of building the “wrong” system is

greatly reducedgreatly reduced System is more likely to meet the “real” System is more likely to meet the “real”

requirementsrequirements Users will be better trainedUsers will be better trained Implementation is more likely to go Implementation is more likely to go

smoothlysmoothly

Phases in DSDMPhases in DSDM

Feasibility StudyFeasibility Study Business StudyBusiness Study Functional Model IterationFunctional Model Iteration Design & Build IterationDesign & Build Iteration ImplementationImplementation Notice: No Maintenance or Notice: No Maintenance or

Testing phase!Testing phase!

Feasibility PhaseFeasibility Phase

Check for feasibility of project based Check for feasibility of project based on budget and human resources.on budget and human resources.

Establish and follow a portfolio Establish and follow a portfolio management methodologymanagement methodology

Ensure that there is agreement on Ensure that there is agreement on and suitability for DSDM (or and suitability for DSDM (or whatever methodology is to be whatever methodology is to be followed)followed)

Business Study Business Study PhasePhase

High Level ScopeHigh Level Scope High Level requirements are High Level requirements are

baselinedbaselined Agree on System ArchitectureAgree on System Architecture Define Objectives, Challenges, Define Objectives, Challenges,

and Success Measuresand Success Measures

Functional Model Functional Model IterationIteration

Focus is on refining high level Focus is on refining high level business and information business and information requirements. Iteration consists of:requirements. Iteration consists of:– Identify what is to be producedIdentify what is to be produced– Agree how and when to do itAgree how and when to do it– Create the productCreate the product– Check that the product has been Check that the product has been

produced correctlyproduced correctly

Design & Build Design & Build IterationIteration

Focus is on ensuring that the Focus is on ensuring that the system is of sufficiently high system is of sufficiently high quality to be placed in the hands quality to be placed in the hands of the users.of the users.

End product is a completely End product is a completely tested system to which non-tested system to which non-essential requirements can be essential requirements can be added over timeadded over time

ImplementationImplementation

Transfer from operational to Transfer from operational to production environment. Four possible production environment. Four possible outcomes:outcomes:– Everything was delivered; no further Everything was delivered; no further

developmentdevelopment– New functional area was discovered (back to New functional area was discovered (back to

business study phase)business study phase)– Non-essential functionality was not delivered Non-essential functionality was not delivered

(back to functional model iteration)(back to functional model iteration)– Non-functional requirements was not delivered Non-functional requirements was not delivered

(back to design & build iteration)(back to design & build iteration)

Project Project ManagementManagement

CharterCharter ScheduleSchedule Resources (Staff & Funding)Resources (Staff & Funding)

Remedy ITSMRemedy ITSM

Currently being used by 4 Currently being used by 4 agenciesagencies

Met technical requirements in Met technical requirements in previous IT Asset Management previous IT Asset Management procurementsprocurements

Uses ITIL frameworkUses ITIL framework

ITSM Academy ITSM Academy RepositoryRepository

OnlineOnline Updated WeeklyUpdated Weekly All Agendas postedAll Agendas posted All session outcomes postedAll session outcomes posted

IT Infrastructure IT Infrastructure LibraryLibrary

Project Charter Project Charter DevelopmentDevelopment

Group ExerciseGroup Exercise

Session Wrap-UpSession Wrap-Up

Individual Brainstorm WorksheetIndividual Brainstorm Worksheet Next SessionNext Session

– Academy Kick-OffAcademy Kick-Off– Monday, March 13, 2006Monday, March 13, 2006– 8:30 a.m. – noon8:30 a.m. – noon– P&D Large Conference Rm.P&D Large Conference Rm.