ITIL. You keep using that word.I don’t think it means what you think it means.

Kaimar KaruHead of Product Strategy

and Development, AXELOS

@kaimarkaru

何不食肉糜？

A P P R E C I AT E T H E C O N T E X T

@kaimarkaru

A P P R E C I AT E T H E J O U R N E Y

@kaimarkaru

P R O C E S S M A N A G E M E N T

@kaimarkaru

C U STO M E R VA LU E

?

@kaimarkaru

L A C K O F C O L L A B O R AT I O N

No!

@kaimarkaru

C O M M O N A N T I - PAT T E R N S

» By-the-book ITIL ‘implementations’

» Ideal world process documentation

» Expensive ‘Level 5’ maturity projects

» ‘Watermelon’ SLAs

» CAB used as ‘Change Approval Board’

» Search for the silver bullet

@kaimarkaru

D E F I N I N G S E R V I C E S

„A means of delivering value to customers by

facilitating outcomes customers want to achieve

without the ownership of specific costs and risks.“

@kaimarkaru

T H E F LO W O F S E R V I C E M A N A G E M E N T» Strategy: who are the customers

and what services they require tosolve their problems

» Design: how should the serviceslook and feel like, and whatcapabilities are needed to providethem

» Transition: how to develop, test,integrate, and release services

» Operation: how to support liveservices, and how to provide a greatcustomer and user experience

@kaimarkaru

S E R V I C E M A N A G E M E N T

$@kaimarkaru

S E R V I C E M A N A G E M E N T A N D D E V O P S ( T R A D . )

ServiceDesign

ServiceTransition

ServiceOperation

ServiceStrategy

ProductArchitecture DeployProduct

Strategy

Continual Service Improvement

Prioritize and Develop Build and Test

ServiceManagement

SoftwareDevelopment

Delivering value

rapidly and

continually

Continuous Integration Continuous Deployment

Considered to be missing

More harm than good

@kaimarkaru

I T I L A N D T H E T H R E E WAY S O F D E V O P S

@kaimarkaru

Service Strategy

Service Design

Service Transition

Service Operation

Business Relationship ManagementDemand Management

Service Portfolio Management

Service Level ManagementAvailability ManagementCapacity Management

Change ManagementRelease & Deployment Management

Configuration Management

Incident ManagementProblem ManagementRequest Fulfilment

» Flow» Feedback» Experimentation and learning

O P E R AT I O N S A S A P L AT FO R M

ServiceDesign

ServiceTransition

ServiceOperation

ServiceStrategy

ProductArchitecture DeployProduct

StrategyPrioritize and

Develop Build and Test

Continuous Integration Continuous Deployment

PLATFORM SERVICES

Security

Quality

Continual Service Improvement

@kaimarkaru

I T I L G U I D I N G P R I N C I P L E # 1

» All activities must deliver customer value

» The customer determines what is of value

» Not all ‘improvements’ deliver value

FOCUS ON VALUE

$

@kaimarkaru

I T I L G U I D I N G P R I N C I P L E # 2

» Understand the interactions

» Walk a mile in your customer’s shoes

» Empathy is the key

DESIGN FOR EXPERIENCE

@kaimarkaru

I T I L G U I D I N G P R I N C I P L E # 3

@kaimarkaru

» Understand the vision and the direction

» Seek out the value in what you have

» Leverage what already exists

START WHERE YOU ARE

I T I L G U I D I N G P R I N C I P L E # 4

» Organizations are complex systems

» Value is co-created through interactions

» Local optimization != value

WORK HOLISTICALLY

@kaimarkaru

I T I L G U I D I N G P R I N C I P L E # 5

» Avoid ‘big bang’ change initiatives

» Keep each improvement manageable

» Keep delivering value, continually

PROGRESS ITERATIVELY

@kaimarkaru

I T I L G U I D I N G P R I N C I P L E # 6

» Understanding context is important

» Direct observations trump reports

» Going to the source kills assumptions

OBSERVE DIRECTLY

@kaimarkaru

I T I L G U I D I N G P R I N C I P L E # 7

» The unknown is scary

» Missing information is replaced by myths

» Transparency creates supporters

BE TRANSPARENT

@kaimarkaru

I T I L G U I D I N G P R I N C I P L E # 8

» Understand the end-to-end flow

» Work with your customers and users

» Manage your stakeholders

COLLABORATE

@kaimarkaru

I T I L G U I D I N G P R I N C I P L E # 9

» Minimum Valuable Process

» Minimum Valuable Procedure

» Minimum Valuable Reporting

KEEP IT SIMPLE

@kaimarkaru

I T I L G U I D I N G P R I N C I P L E S

@kaimarkaru

W W W . A X E L O S . C O M@kaimarkaru

Thank you!