broderick new itil

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1

ITIL Implementation

~

2006 FTA Technology Conference &Exhibition Albuquerque New Mexico

August 2006

Paul Broderick

Commissioner

State Revenue Office

Victoria Australia

2State Revenue Office -Victoria

My country - Australia

6

AustraliaAustralia -- States & PopulationStates & Population

Northern

Territory

0. 2M

Western

Australia

1.9M

Queensland

3. 8M

South Australia

1.5M New South

Wales

6. 7m

Victoria

4.9M

ACT

0. 3M

Tasmania

0.4M

Total Population:

20 Million

[approx]




My home town - Melbourne


My football team – St Kilda




Purpose of the presentation

Share our experiences on the

implementation of ITIL in the State

Revenue Office (SRO) Victoria


Agenda

Background information on the SRO

Our vision

Our achievements

What is ITIL?

ITIL processes

Why did the SRO adopt ITIL

Our approach

The results

Accreditation reality

What worked well

Benefits of ITIL for the SRO Negatives

Q&A




Background information…

The SRO is the major revenue collectionagency for the Victorian Government

We administer a range of taxes, subsidies& exemptions

In 2005/06 we collected $7.9 billion inrevenue

The SRO has 450 staff across twolocations in Victoria – Melbourne

– Ballarat (Regional Centre)


Our Vision

To be recognised as one of Victoria’s bestperforming organisations




Some achievements…

ISO 9001 certified (Quality Standard)

Insourced IT services after 7 years of Outsourcing

-Built an IT department from ‘scratch’

-Saved the government $2m per annum



Award winning Balanced ScorecardReporting System

Best practice risk management system &framework

Gold Technology Award for our revenue

management system “e-Sys”





Reputation for delivering IT Projectson time and on budget

Australian Business Excellence Award for Information and KnowledgeManagement

First government organisation in theworld to achieve ITIL certification


What is ITIL?

Information Technology InfrastructureLibrary (ITIL) is a set of references: – developed by the UK’s Office of

Government Commerce – describing an integrated, process based,

best practice framework for managing IT

Services – Forms BS15000 or AS8018




ITIL Processes

Service Delivery – Service Level

Management – Financial

Management (for IT) – Capacity

Management – Service Continuity

Management – Availability

Management

Service Support – Incident Management – Problem Management – Configuration

Management – Change Management – Release Management


Why did the SRO adopt ITIL?

ITIL was adopted after we ended a 7 year outsourcing relationship.

The driving force for insourcing was-

– COST

– CONTROL

– CULTURE

We wanted to “build the best small IT shop ingovernment.”




Why did the SRO adopt ITIL? (cont…)

We looked for best practice in IT servicedelivery and found ITIL

Seen as a way of attracting andretaining good IT staff.

ITIL certification was a naturalprogression of our ISO 9001certification.

SRO sees value having its proceduresand processes externally reviewed and

scrutinised


The Standard makes some bold claims!

“This Code of Practice describes the

best practices for service management

processes…”

“…these service management

processes deliver the best possible

service to meet an organisation’sbusiness needs within agreed resource

levels…”




Our approach

May 2003 – Insourced all IT services using ITIL model

January 04 – 8 months after ‘bedding down’ insourced IT services,

investigated requirements to achieve ITIL certification. – Certification not available under BS15000 at that time

March 04 – Set goal to achieve ITIL compliance of > 80% by 30 June

2005

April 04 – engaged consultant to assist


Our approach

1. June 04 – Consultant assessed SRO ITIL readiness at 70%

which was the highest rating they had assessed over last 2 years in State and Federal Govt.

July - September 04 – Initial workshops to complete gap analysis – ITIL Foundation training – Process owners appointed – Commenced drafting ITIL processes (filling the gaps)

October 04

– AS8018 released (based on BS15000)November – January 05

– Accreditation project schedule developed – Project formally started




12 April 05 – Stage 1 audit conducted by LRQA to review

documentation to establish all proceduresrequired were available, controlled and inplace.

16 June 05 – Stage 2 audit conducted by LRQA to carry

out an assessment of the SRO ITmanagement system to the Standards


The results

18 week time-line from formal projectstart in January 05 to 1st audit. – Stage 1 audit – 8 non conformances

Additional 5 weeks to continue tocapture / consolidate ITIL compliantevidence and address stage 1 non-conformances

This was completed with in-houseresources who were still required for operational support.




The Results

Certification obtained for a period of 3

years – 2 minor non conformances – Surveillance audits every six months for

3 years

Subsequent Surveillance auditssuccessfully completed without anynon-conformances (3 conducted in

2005/06)


Accreditation Reality

AS8018 (Australian Standard for ITIL) isquite prescriptive

Writing processes, refining documentation,gathering evidence and undertaking internalaudits not a core skill of process owners

Tools utilized for Service Desk, ConfigurationManagement and Management Reportingrequired significant upgrade to better supportthe ITIL processes




What Worked Well

Project management focused attention on the

schedule and deadlineGoal was to keep processes simple

– Not trying to re-invent the wheel – Re-use of existing AS9001 processes – Support and coaching – On-going training and development

Experienced ISO internal auditor

Senior management focus and commitment

IT staff committed to achieving ITIL

certification – they wanted to be the first in Australia


Benefits of ITIL for the SRO

Documented IT policies andprocedures to an external standard(AS8018)

Greater visibility of changes

Better reporting

Better maintenance of in-sourcedenvironment leading to on-going costsavings and reduced risk




Improved communication andinformation flows between IT andcustomers – Contact service desk for incidents /

services requests

A quality approach to IT services

ITIL certification has attracted staff wanting to working in a certified

organisation to increase their skills


Negatives

Overheads in reporting – requiresmore in-depth reporting (needs to bebalanced with the benefits of moretransparent reporting by IT)

Frequent audits – Cost of external audits – Time commitment of internal auditors




Some of the organisations with ITILcertification

CSC

EDS GE Capital Services

HP GlobalSoft

IBM UK

Infosys

LG

NEC

Northrop Grumman

Samsung

Satyam

Siemens IT Operations

State Revenue Office


Questions?

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