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  • ITIL and the PMBOKDavid Pultorak

    PresidentFox IT, LLC

    PMI-ISSIG WebinarThursday May 20, 2004

  • 2004 Fox IT, LLC. All rights reserved. 2

    What we will cover

    Introduction to ITIL Why and how organizations are adopting ITIL Mapping ITIL to the PMBOK Getting started with ITIL

  • 2004 Fox IT, LLC. All rights reserved. 3

    Polling Question 1: Where are you with ITIL?

    Weve just now heard of it Weve adopted the PMBOK, and are considering ITIL Weve read the core ITIL books Weve taken the self-assessment/read the pocket guide Weve taken some ITIL courses Were implementing ITIL

  • 2004 Fox IT, LLC. All rights reserved. 4

    ITIL is a Set of Books: the IT Infrastructure Library

    Created by UK Office of Government Commerce (OGC) Published by The Stationery Office (TSO) Gives guidance on the provision of quality IT services Embodies best practice for IT service quality Encourages organizations to adapt and adopt ITIL

    The

    Business

    The

    Technology

    Planning to Implement Service ManagementPlanning to Implement Service Management

    Applications Management Management

    TheTheBusinessBusiness

    PerspectivePerspective

    ICTICTInfraInfra--

    structurestructureManagementManagement

    SecurityManagement

    ServiceSupport

    ServiceDelivery

  • 2004 Fox IT, LLC. All rights reserved. 5

    ITIL is a Set of Books: the IT Infrastructure Library (continued)

    ITIL Service Support and Service DeliveryService Desk, Incident, Problem, Change,

    Configuration, Release, Service Level, Availability, Capacity, Financial, and Service Continuity Management

    Security ManagementNecessary supplement, as Service Delivery

    refers to but does not include this content itSMF ITIL Pocket Guide

    Service Support and Delivery in capsule form Planning to Implement Service Management

    Covers ITIL benefits and how to achieve them

  • 2004 Fox IT, LLC. All rights reserved. 6

    ITIL is a Set of Books: the IT Infrastructure Library (continued)

    The Business PerspectiveCovers Business Continuity Management,

    Partnerships and Outsourcing, Surviving Change and Business Transformation

    ICT Infrastructure ManagementCovers Network Service, Operations,

    Systems, and Local Processor Management, and Computer Installation and Acceptance

    Applications ManagementCovers the Software Development Lifecycle

  • 2004 Fox IT, LLC. All rights reserved. 7

    The ITIL Service Support and Delivery Books

    Service Desk function Incident Management Problem Management Change Management Release Management Configuration

    Management

    Capacity Management Availability Management Service Level

    Management Financial Management

    for IT Services IT Service Continuity

    Management

  • 2004 Fox IT, LLC. All rights reserved. 8

    What Makes ITIL Attractive to Organizations

    Cost, pain of operations No comparable guidance Worldwide standard Best Practice guidance Non-proprietary Comprehensive

    Consistent terminology Hygienic The great equalizer The networking principle The promise of alignment

  • 2004 Fox IT, LLC. All rights reserved. 9

    ConsultingServices

    Training &Certification

    Tools

    Resources

    User Group

    Adopters

    ITILPublications

    An Entire Industry has Emerged Around ITIL

  • 2004 Fox IT, LLC. All rights reserved. 10

    ITIL Adopters

    70,000 IT professionals certified, 7,500 a year 10,000+ companies worldwide Boeing Capital One Procter and Gamble US Army Internal Revenue Service Phillip Morris

    Hewlett-Packard, IBM, Microsoft IT support package vendors

  • 2004 Fox IT, LLC. All rights reserved. 11

    ITIL User Group: the itSMF

    The IT Service Management Forum Independent, member-run ITIL user forum, formed 1991 Promotes exchange of information and experience to

    help IT Service Providers manage IT service delivery Global organization, chapters in UK (1991), Netherlands

    (1993), Australia, South Africa, Belgium, Switzerland/ Austria/ Germany, France, Canada, and USA (1997)

    Seminars, regional groups and annual conference Corporate and personal membership Bi-monthly magazine Service Talk Website www.itsmf.com itSMF

  • 2004 Fox IT, LLC. All rights reserved. 12

    ITIL-Related Resources

    Web links Job aids Service Management publications Associations and conferences Whitepapers and operations guides Education and consulting services,

    product information

  • 2004 Fox IT, LLC. All rights reserved. 13

    ITIL-Related Tools

    Vendors are including ITIL language and functionality in their products See the ITIL Tooling Page for matrices of service,

    application, and infrastructure management tools and their levels of ITIL compliance

  • 2004 Fox IT, LLC. All rights reserved. 14

    ITIL Training and Certification

    Deeper understanding of all ten ITIL processes and the Service Desk Function. Foundation certificate is a prerequisite

    Deep understanding of oneITIL process. Foundation certificate is a prerequisite

    Basic understanding of the ten ITIL Service Delivery and Service Support processes and the Service Desk function

    2-3 week training, 2x3-hour essay style exams

    2-3 day training,2 hour essay style exam

    2-3 day training,1 hour multiple choice exam

    Masters

    Practitioner

    Foundation

  • 2004 Fox IT, LLC. All rights reserved. 15

    ITIL-Related Consulting Services

    Process assessments Strategic consulting Implementation consulting Managed services Technology implementations

  • 2004 Fox IT, LLC. All rights reserved. 16

    What we will cover

    Introduction to ITILWhy and how organizations are adopting ITIL Mapping ITIL to the PMBOK Getting started with ITIL

  • 2004 Fox IT, LLC. All rights reserved. 17

    Why IT Organizations are Adopting ITIL

    Improve customer satisfaction* Motivate staff and increase productivity* More consistently implement changes** Reduce amount of time spent firefighting** Reduce repetitive problems** Produce more business-focused metrics**

    * 2003 itSMF survey

    ** 2002 DMR survey

  • 2004 Fox IT, LLC. All rights reserved. 18

    Why IT Organizations are Adopting ITIL*

    Align organizations, suppliers, customers, technology Address specific process and people issues Take cost out of the organization Increase efficiency, effectiveness, responsiveness Support mission- and business-critical services Support IT governance initiatives

    2004 Fox IT, LLC. All rights reserved.

    * Fox ITs experience

  • 2004 Fox IT, LLC. All rights reserved. 19

    What IT Organizations Are Doing With ITIL*

    Tailoring a ready-made IT operations business model Adopting common language, reference, and techniques Having better directed discussions, problem-solving Assessing, designing, and improving processes Creating truly global processes

    * Fox ITs experience

  • 2004 Fox IT, LLC. All rights reserved. 20

    Who Is Using ITIL Real World Examples

    CORPORATECORPORATEProcter & GambleProcter & Gamble

    Capital OneCapital OneBoeingBoeing

    British PetroleumBritish Petroleum

    GOVERNMENTGOVERNMENTUS ArmyUS ArmyUS NavyUS Navy

    IRSIRS

    MAJOR SOFTWAREMAJOR SOFTWAREMicrosoftMicrosoft

    HPHP

    SUPPORT SOFTWARESUPPORT SOFTWARECACA

    RemedyRemedyBMCBMC

    and 8,000 more certified professionals each yearand 8,000 more certified professionals each year

  • 2004 Fox IT, LLC. All rights reserved. 21

    Real World Examples - North America

    Procter & Gamble Started 1999, $500M savings streamlined Help Desks Root cause analysis reduced Help Desk calls 10%

    Caterpillar Applied ITIL to incident management for web services From meeting target response time of 30 minutes 60-

    70% of the time to over 90% of the time Ontario Justice Enterprise Adopted in 1999 to manage growth, customer service Intense pressure to provide more efficient services Virtual service desk slash support costs by 40%

  • 2004 Fox IT, LLC. All rights reserved. 22

    What we will cover

    Introduction to ITIL Why and how organizations are adopting ITILMapping ITIL to the PMBOK Getting started with ITIL

  • 2004 Fox IT, LLC. All rights reserved. 23

    ITIL = IT Service, PMBOK = Project Management

    Project Management The application of knowledge, skills, tools, and

    techniques to project activities in order to meet or exceed stakeholder needs and expectations

    Focus is projects: temporary endeavor undertaken to create a unique product or service - PMBOK guide 2000

    IT Service Management Ensuring live IT services are, matched to user and

    business needs as they evolve Focus is operations: ongoing and repetitive

    Both provide, for their domain: Body of Knowledge and code of best practice Common framework for management practices Common view of how management processes interact

  • 2004 Fox IT, LLC. All rights reserved. 24

    ITIL and the PMBOK - Compared

    Techniques ITIL and the PMBOK share techniques and tools, and

    each features tools useful in the others domain Both espouse tools and techniques created elsewhere

    Certification Both have introductory and advanced certifications

    (CAPM/Foundations, PMP/Managers) ITIL includes intermediate (Practitioners) as well PMI certifications have strong education/experience

    requirements, unlike ITIL certifications

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    ITIL and the PMBOK - Similarities