itil overview johannesburg november 2009

© 2009 IBM Corporation

ITIL V2/V3 – An Overview

Primer on ITIL V2 and V3 and the Current State of Adoption

Global Prospectus ITIL ConferenceJohannesburg, South Africa

November 2009

© 2009 IBM Corporation2 2

ITIL Overview Agenda

Components of ITIL V2 and V3Components of ITIL V2 and V333

IT Service Management (ITSM)IT Service Management (ITSM)11

Current State of ITIL Global Adoption Current State of ITIL Global Adoption 44

Background of ITILBackground of ITIL22

ITIL Certifications ITIL Certifications 55

What is Coming Next with ITIL? What is Coming Next with ITIL? 66


ITIL Overview Session Objectives

� Understand what is IT Service Management

� Understand the background of ITIL

� Define the components of ITIL V2 and V3

� Understand how IT organizations are adopting ITIL V2 and V3

� Define the role of certification in ITIL

� Learn what is coming next in ITIL


Introduction

•Bob [email protected](703) 627-9814

http://www.thebusinessofitbook.com

•Tim Raducha-Grace [email protected]


ITIL Overview Session Agenda








What is IT Service Management?

� Who is the customer and who is the provider?

� Service Management starts with understanding the customer and works backward into the management changes needed in operations and then within development

� What is the customers business model and what do they need?

� What services are provided / how do you transform your own assets into value for the customer and how well do you help your customer transform their assets into value?

� How do you manage those services throughout their lifecycle? (Management Processes)

� How well do you manage those services? (Best Practices)


IT Service Management is Evolving and Relatively Immature

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� ISMA, ITPM, ITIL, PRMIT, eSCM, COBIT, ISOIEC20K, SSME

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Core Service Management LimitationsThe human understanding of service management

service management architectures service management governance

policy directed automation and decision making


How Does ITIL Define IT Service Management?

� ITIL defines service as:

…a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risk.

� ITIL defines service management as:

…a set of specialized organizational capabilities for providing value to customers in the form of services.

� IT organizations use ITIL to develop, acquire or improve their

- Processes- Methods- Functions- Roles- Activities


ITIL is a Relatively New Framework That Continues to Evolve as More IT Organizations Adopt Its Practices

Office of Government Commerce (OGC)� Own ITIL, Copyright holder

� Formerly the Central Computer and Telecommunications Agency (CCTA)

The Stationery Office (TSO) – OGC’s official publisher

APM Group – OGC’s official accreditor (also ISEB, EXIN, training providers…)

IT Service Management Forum (itSMF)� Independent international forum promoting ITSM best practices – members

from many companies including IBM and its major customers and competitors

� Own an ISO 20000 Certification Scheme and the Institute of Service Management (IoSM)

International Organization for Standardization (ISO) – own ISO 20000


ITIL has been in existence since the 1980s

� 1980s– OGC began its project to gather information on how IT shops operated– First set of ITIL books published

� Early 1990s– Library of ITIL v1 completed

� Late 1990s– ITIL v2 published– ITIL introduced to North America in 1997

� May 30, 2007– ITIL v3 Published


What is the IT Infrastructure Library (ITIL)?

� ITIL is a framework for service management. The processes described in ITIL exist to improve efficiency (cost) and effectiveness (quality) of IT services. This includes the planning, delivery, and support of those services.

� At its heart, ITIL is nothing more and nothing less than a collection of best practices. It was born in the UK when the Office of Government Commerce (OGC) asked a number of organizations how they perform IT services.

� ITIL is not:– A “how to” manual– Proprietary– Vendor-specific– The complete solution


What is the official internet website for ITIL?

� The official ITIL site:

www.itil-officialsite.com

� The OGC best practices site for ITIL practices:

www.best-management-practice.com

� The UK Office of Government Commerce site:

www.ogc.gov.uk

� IT Service Management Foundation

www.itsmfi.org


ITIL Project Goal and Objectives

� Declared as the ISO20000 Standard for IT process framework

� ITIL is relevant for all Verticals (Healthcare, Government, Education, etc.)

� Continues to grow internationally; the US is actually behind the ITIL curve when compared to Europe

� The US and Canadian governments will soon require IT contractors to use ITIL, as will several large companies (e.g., General Motors) [source: Pink Elephant]

� Forrester Research: By 2008, ITIL will be the “de-facto” standard for IT departments worldwide

� Gartner: Embracing an IT Service Management strategy (e.g., ITIL) can cut the cost of IT ownership by 50%


ITIL Continues to be Adopted Globally as Evidenced by the Numberof ITIL Exams Administered in 2005 With a Annual Growth Rate of 20%

Source: Pink Elephant


ITIL V2 is a Library of Books Regarding IT Service Management Best Practices

Source> OGC


ITIL V2 Focuses on Ten Business Processes and One Function

1. Service Level Management2. Financial Management3. Availability Management4. Continuity Management5. Capacity Management

1. Service Desk2. Incident Management3. Problem Management4. Configuration Management5. Change Management6. Release Management

Service DeliveryService Support

IT Service Management


ITIL V2 is a Library of Books Regarding IT Service Management Best Practices

Service Desk function, Incident, Problem, Configuration, Change and Release Mgmt processes required for ongoing support and maintenance of IT services

Processes required for planning and delivery of quality IT services, Service Level, Financial, Availability, Capacity and Continuity Mgmt

Planning, implementation,maturity analysis, improvementof Service Mgmt Processes

Iterative planning, implementing, evaluating and maintaining security controls; handling security incidents and reporting

All aspects of ICT infrastructure business requirement definition, tendering, design, planning, testing, installation,

deployment, operations, ongoing support and maintenance

The whole application lifecycle of Application Devt, interaction with IT Service Mgmt and

business alignment to ensure best ROI

Managing the financial aspects of software assets and licences

in the IT infrastructure

Guidance helping IT services personnel align activities with business needs to deliver the

greatest value and benefits


ITIL V3 Core Publications

� Service Strategy– Provider Types, Strategy, Portfolio, Service

Product, Market, Complexity, Sourcing� Service Design

– Integrated Service Design, Service Package = Service Utility + Service Warranty

– Service Warranty = Service Level Management driving Availability, Capacity, Continuity, Security & Financial Planning

– Service Portfolio & Service Catalog– ITIL V2 Service Delivery + Application

Management = ITIL V3 Service Design � Service Transition

– Change, Release, Configuration, Asset, Knowledge, Transition, Organizational and Cultural Change Management

– Federated, Integrated systems as opposed to monolithic databases

� Service Operation– Monitoring, event, incident, request,

problem, identity & access management� Continual Service Improvement


ITIL V3 is Being Adopted Globally

The Bottom Line: ITIL competence is table stakes to bid for and win managed services engagements. Service providers that ignore the need to speak ITIL fluently do so at the peril of their managed services revenue.

Yankee Group, ITIL and the Future of Managed Services

IT service management (ITSM) is now widely recognized as a critical enabler of dynamic IT infrastructure environments. All major IT management software vendors, including BMC Software, CA, IBM and Hewlett-Packard (HP) acknowledge the need to support internationally recognized best practices such as ITIL and ISO 20000.

OVUM Vendor Report Card

ITIL Penetration Is Moving Faster than You Might Think. IDC

… and ITIL guideline implementation represent particularly strongprocesses/functional areas IBM should focus investments in offering development and go-to-market

IBM Market Intelligence

Copyright: The UK Government, The Office of Government Commerce

Publisher: The Stationary Office, commercial service organization

The Books:ITIL Books

Education: The APM Group, personal certification programs

User Group/Forum:IT Service Management Forum itSMF


ITIL V3 Core Publications and Processes/Functions

Service Strategy

Market Intelligence

IT Financial Management

Service Portfolio Mgmt

Demand Management

Service Portfolio Mgmt

Service Catalog Mgmt

Service Level Mgmt

Capacity Mgmt

Availability Mgmt

Service Continuity Mgmt

Information Security Mgmt(ISO 27K, ISO 20K)

Supplier & Contract Mgmt

Change Mgmt

Service Asset & Configuration Mgmt

Knowledge Mgmt & a service knowledge system

Service Release & Deployment Planning

Performance and Risk Evaluation

Testing

Acquire, Build, Test Release

Service Release, Acceptance, Test & Pilot

Deployment, Decommission and

Transfer

Monitoring & Event Mgmt

Incident Mgmt

Request Fulfillment (standard changes)

Problem Mgmt

Access Mgmt

Measurement & Control

Service Measurement

Service Assessment & Analysis

Process Assessment & Analysis

Service Level Management

Improvement PlanningRisk Management

Processes

Functions

Service Desk

Infrastructure Management

IT Operations

Facilities Management

Organizational Change & Communications

Strategy Design Transition Operation Continual Improvement


ITIL V3 Processes are Decomposed into Nine Components

1. Purpose/Goal/Objective

2. Scope

3. Value to Business

4. Policies, Principles and Basic Concepts

5. Process Activities, Methods and Techniques

6. Triggers, Inputs, Outputs, and Interfaces

7. Information Management

8. Key Performance Indicators

9. Challenges, Critical Success Factors, and Risk


ITIL V3 Processes Cut Across the ITIL Service Lifecycle


ITIL V3 IT Service Lifecycle

Source> OGC


The ITIL V3 Service Lifecycle Supporting Publications

ITIL Publications Structure� Core

– Introduction to the ITIL Service Lifecycle– Five books

•Service Strategy (SS)•Service Design (SD)•Service Transition (ST)•Service Operation (SO)•Continual Service Improvement (CSI)

� Complementary Publications– Support for particular market sector or

technology� Web

– Value added products, process maps, templates, studies

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Core Complimentary Industry Variation


Key Differences Between ITIL V2 and V3


ITIL V3: Service Strategy

� There are four main activities in Service Strategy– Define the market– Develop the offerings– Develop the strategic assets– Prepare for execution

� Value of a service– From the Customer’s perspective, value has two

aspects•Fitness for purpose, which is utility•Fitness for use, which is the warranty

� Utility of a service– Utility is what the Customer gets. It is derived from

the attributes of a service that have a positive effect on performance or desired outcomes

– Removal or relaxation of constraints on performance can also be a positive effect

– Utility increases the performance average� Warranty of a service

– Warranty is the assurance that some products or services will be provided, and the way they are provided will meet certain specifications e.g. available when needed, in sufficient capacity and magnitude, and dependably in terms of continuity and security

– Warranty reduces the performance variation

Service Strategy– Audience:– IT Managers, Consultants,

Practitioners, Outsourcers, Vendors

Source: “ITIL Refresh: Vendor pre-release briefing”, May 2007


ITIL V3: Service Strategy Value Creation

Source> OGC


ITIL V3: Service Strategy/Service Portfolio

Source> OGC


ITIL V3: Service Strategy – Financial Management


ITIL V3: Service Strategy/Service Portfolio

Source> OGC


ITIL V3: Service Strategy/Business Impact Analysis

Source> OGC


ITIL V3: Service Design

� Objectives– Design a new or changed service for

introduction into the live environment– Ensure there is a holistic approach to all

aspects of design– Consider all aspects when changing or

amending any of the individual elements of design.

� Scope– Converts strategic objectives into portfolios

of services and service assets– Develops policies, architectures, portfolios, – Guidance on the design & development of

•Services and service models•Sourcing models (insource, outsource, shared services and co-source)•Service Management processes and methods

– Changes and improvements necessary to increase or maintain value

– How to decide what to do and how to do it

Service Design– Audience:– IT Managers, Consultants,




ITIL V3: Service Design (cont’d)

� Service Catalogue Management – to produce and maintain a Service Catalogue containing accurate information on all operational services and those in preparation

� Service Level Management – negotiate, agree and document appropriate IT service targets with representatives of the business, and then monitor and report on the service provider’s ability to deliver the agreed level of service

� Capacity Management – to ensure that cost justifiable IT capacity in all areas of IT always exists and is matched to the current and future agreed needs of the business, in a timely manner

� Availability Management – to ensure that the level of service availability delivered in all services is matched to, or exceeds, the current and future agreed needs of the business, in a cost-effective manner

� IT Service Continuity Management – to ensure that required IT technical and service facilities (including computer systems, networks, applications, data repositories, telecommunications, environment, technical support and Service Desk) can be resumed within required and agreed business timescales

� Information Security Management – to align IT security with business security, and ensure that information security is effectively managed in all service and Service Management activities

� Supplier Management – to manage suppliers and the services they supply, to provide seamless quality of IT service to the business, ensuring value for money is obtained.



ITIL V3: Service Transition

� Scope– This book provides guidance for the

development and improvement of capabilities for transitioning new and changed services into the production environment

– It focuses on the broader, long-term change management role and release practices, so that risks, benefits, delivery mechanism and the ease of ongoing groups engaged in different parts of the Service Lifecycle.

� Objectives– Plan and manage resources to successfully

establish new or changed service in production within predicted costs, quality, time estimates

– Ensure minimal unpredicted impact on production services, operations and support organization

– Increase customer, user and service management staff satisfaction with Service Transition practices including deployment of new or changed service, communications, release documentation, training and knowledge transfer

– Increase proper use of the services, underlying applications and technology solutions

– Provide clear and comprehensive plans that enable the customer and business change projects to align their activities with the Service Transition plans.

Service Transition– Audience:– IT Managers, Consultants,




ITIL V3: Service Transition (cont’d)

� Change Management – to ensure that changes are recorded, then evaluated, authorized, prioritized, planned, tested, implemented, documented and reviewed in a controlled manner

� Service Asset and Configuration Management –to define and control service assets and configuration items and maintain accurate configuration information on the historical, planned and current state of the services and infrastructure.

� Knowledge Management – to ensure that the right information is delivered to the appropriate place or competent person at the right time to enable informed decision making

� Transition Planning and Support – To plan and coordinate the resources to establish successfully a new or changed service into production within the predicted cost, quality and time estimates

� Release and Deployment Management – to plan, design, build, test deliver, distribute and deploy release packages and release units in an effective, cost-effective and efficient way

� Service Testing and Validation – establishing that the Service Design and release will deliver a new or changed service or service offering that is fit for purpose and fit for use

� Evaluation – independently evaluating the actual performance of any service change against its anticipated performance and identifying the risk profile and deviations



The ITIL V3 Service Knowledge Management System

� SKMS – Service Knowledge Management System – A set of tools and databases that are used to manage knowledge and information.

– The SKMS stores, manages, updates, and presents all information that an IT Service Provider needs to manage the full Lifecycle of IT Services.

� CMIS – Capacity Management Information System –contains all Capacity Management data, usually stored in multiple physical locations.

� AMIS – Availability Management Information System– contains all Availability Management data, usually stored in multiple physical locations.

� KEDB – Known Error Database� CMS – Configuration Management System – A set

of tools and databases that are used to manage Configuration data.

– The Configuration Management System maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and Relationships with other CIs.

� DML – Definitive Media Library – One or more locations in which the definitive and approved versions of all software Configuration Items are securely stored.

Source> OGC


ITIL V3: Service Operation

� Scope– Execution of all ongoing activities required to

deliver and support services:•The services themselves, performed by the service provider: an external supplier of the user or customer of that service•Service management processes•Technology – Management of the infrastructure used to deliver services•People who manage the technology, processes and services

� Purpose– To coordinate and carry out the activities

and processes required to deliver and manage services at agreed levels to business users and customers

– To manage the technology that is used to deliver and support services

– To properly conduct, control and manage the day to day operations (using the well designed and implemented processes from Service Design and Service Transition!)

– To monitor performance, assess metrics and gather data systematically to enable Continual Service Improvement

Service Operation– Audience:– IT Managers, Consultants,




ITIL V3: Service Operation (cont’d)

� Event Management – An event can be defined as any detectable or discernable occurrence that has significance for the management of the IT infrastructure or the delivery of IT service and evaluation of the impact a deviation may cause to a services.

� Access Management – is the process of granting authorised users the right to use a service, while preventing access to non authorised users.

� Incident Management – The Process responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Users as quickly as possible.

� Request Fulfilment – The term service request is used generically to describe many types of demands that are placed on the IT department by the users.

� Problem Management – The Process responsible for managing the Lifecycle of all Problems. The primary Objectives of Problem Management are to prevent Incidents from happening, and to minimize the Impact of Incidents that cannot be prevented.

Service Desk

Service Operation Functions

Technical Management

Application Management

Operations Control

Facilities Management

IT Operations Management


ITIL V3: Continual Service Improvement

� Scope– The overall health of ITSM as a discipline– Continual alignment of the portfolio of IT

Services with the current and future business needs

– Growth and maturity of the enabling IT processes for each Service in a continual service lifecycle model

– Activities to support a continual process improvement plan

– How to measure, interpret and take action

� Objectives– Review, analyse and make

recommendations on improvement opportunities in each lifecycle phase

– Review and analyse Service Level Achievement results

– Identify and implement improvement activities to improve IT Service quality and improve the efficiency and effectiveness of ITSM processes

– Improve cost effectiveness of delivering IT Services

– Identify and implement improvement activities of the ITSM processes and supporting tools

– Ensure applicable quality management methods are used to support continual improvement activities, interpret and execute results

Continual Service Improvement

– Audience:– IT Managers, Consultants,




ITIL V3: Continual Service Improvement 7-Step Approach

Source> OGC


What Version of ITIL are IT Organizations Using?

Source> Hornbill


What is the Current Level of Process Maturity in IT Organizations?

Source> Hornbill


What are the Critical Barriers to ITIL Adoption?

Source> Hornbill


How do IT Organizations Relate to Their Customers?

Source> Hornbill


How are ITIL V2 Processes Being Adopted?

Source> Hornbill


Are IT Organizations Using ITIL V2 or ITIL V3?

Source> Hornbill


Why Do IT Organizations Adopt ITIL V3 over ITIL V2?

Source> Hornbill


Which ITIL V3 Processes are Most Commonly Adopted?

Source> Hornbill


What are the Benefits of an ITIL V2 or ITIL V3 Adoption?

Source> Hornbill


Are the Five ITIL V3 Books Easy to Use?

Source> Hornbill


ITIL Individual Certification Levels

� APM Group – OGC’s official accreditor (also ISEB, EXIN)

http://www.apmgroup.co.uk/ITIL/Qualifications/ITIL3Qualifications.asp

1. Foundation Level - focuses on knowledge and comprehension to provide a good grounding in the key concept, terminology and processes of ITIL.

2. Intermediate Level - There are two streams in the Intermediate level, the Lifecycle Stream and the Capability Stream.

�Operational Support & Analysis (OS&A)�Service Offerings and Agreements (SOA)�Release, Control & Validation (RC&V)�Planning, Protection & Optimization (PP&O

�Service Strategy (SS)�Service Design (SD)�Service Transition (ST)�Service Operation (SO)�Continual Service Improvement

Capability StreamLifecycle Stream

3. Expert Level - in addition to the Foundation Level, a number of intermediate units and the “Managing Across the Lifecycle” (MALC) capstone course.

4. Master Level - This level of the qualification will assess an individual's ability to apply and analyze the ITIL concepts in new areas, and is currently under development.


ITIL Certification Scheme

Source> OGC


Latest ITIL Announcement on ITIL V2

Removal of ITIL Version 2 will complete on 30 June 2011. Specific product withdrawal will be as follows: • V2 Foundation to cease 30 June 2010 • V2 Manager to cease 31 August 2010 • V2 Practitioner to cease 31 Dec 2010 • Foundation Bridge to cease 31 Dec 2010

All of the above will be available for re-sits until 30 June 2011

• Manager Bridge to cease 30 June 2011 • Service Support and Service Delivery publications will be removed on 30 June 2011. Though in the later period these may only be available as 'print on demand' or in electronic formats. • Continued availability of all other ITIL Version 2 publications will be considered on a case by case basis as they come up for reprint, with all being removed no later than 30 June 2011.


ITIL Organizational Certification – ISO/IEC 20000

itSMF created, and now manages the ISO/IEC 20000 IT Service Management Certification Scheme (the scheme) which provides thisindependent verification against ISO/IEC 20000. Operation of the scheme is closely monitored by itSMF to ensure consistency of implementation.

Any organisation wishing to be formally certified against the scheme will need to be assessed by an itSMF Registered Certification Body (RCB). Once the requirements of ISO/IEC 20000 have been satisfied, the RCB will issue a certificate of conformance and the organisation will be eligible to use the itSMF ISO/IEC 20000 logo as a sign of their achievement (the logo appears in the top right of this web site) and may also request a listing on this web site, enabling instant verification by visitors.

Source> itSMF


ISO/IEC 20000 Certified Organizations – By Country

Japan 70China 53India 47UK 45South Korea 34Germany 24USA 23Taiwan 16Czech Rep 14Switzerland 14Hong Kong 10Other 69

Total 419(as of October 26, 2009)

Source> itSMF


Latest ITIL Update – September 2009

ITIL v3 is about to be updated!!. However these are only minor updates according to the OGC and therefore a 'new edition' will be produced based on feedback from the ITIL community and not a new version of ITIL.

A Change Management approach has been adopted. An issues log has been used as one input to ascertain what changes are to be made. A Change Advisory Board (CAB) has provided the approval as to whether or not the proposed change is to be made. No details have been provided as to who the CAB members were or their credentials.

One specific area of feedback from the Training community stated that the Service Strategy book has been the most difficult to comprehend by 'Users'. Given the fact that this book has been written by Academics who haven't been deeply involved or have practical experience in the Service Management world, it is no great surprise.

Source> www.itsmnews.com


Latest ITIL Publications

ITIL V3 Guide to Software Asset ManagementUpdated inline with ITIL v3, this publication is appropriate for anyone involved in the governance, management and use of software assets within an organization. It contains a practical approach to the management of software assets. ISBN: 9780113311064 Publication date: July 09

ITIL V3 Foundation HandbookPocketbook from the Official Publisher of ITIL (Pack of 10) Now updated in line with the new 2009 syllabus, this reference revision guide has been designed to help students sitting the Foundation Exam. The title provides a key reference aid for managers, practitioners, vendors and consultants in the workplace and while travelling. ISBN: 9780113311972 Publication date: June 09

ITIL V3 Small-scale ImplementationThis new guide provides guidance to smaller organizations who wish to implement the ITIL guidance or who are already using it and wish to improve their IT Service Management. This publication has been updated inline with ITIL v3. ISBN: 9780113310784 Publication date: 28th August 09

Source> OGC


DiscussionDiscussion


Contact Information

•Bob [email protected](703) 627-9814

http://www.thebusinessofitbook.com

•Tim Raducha-Grace [email protected]

itil overview johannesburg november 2009

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