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ITIL and the PMBOKDavid Pultorak President Fox IT, LLC PMI-ISSIG Webinar Thursday May 20, 2004

What we will coverIntroduction 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.

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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.

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ITIL is a Set of Books: the IT Infrastructure LibraryT h e B u s i n e s s Planning to Implement Service Management The Business Perspective ICT Service InfraSupport structure Service Management Delivery Security Management Applications Management T h e T e c h n o l o g y

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 ITIL2004 Fox IT, LLC. All rights reserved.

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ITIL is a Set of Books: the IT Infrastructure Library (continued)ITIL Service Support and Service Delivery Service

Desk, Incident, Problem, Change, Configuration, Release, Service Level, Availability, Capacity, Financial, and Service Continuity Management supplement, as Service Delivery refers to but does not include this content Support and Delivery in capsule form ITIL benefits and how to achieve them5

Security Management Necessary

itSMF ITIL Pocket Guide Service

Planning to Implement Service Management Covers

2004 Fox IT, LLC. All rights reserved.

ITIL is a Set of Books: the IT Infrastructure Library (continued)The Business Perspective Covers

Business Continuity Management, Partnerships and Outsourcing, Surviving Change and Business Transformation Network Service, Operations, Systems, and Local Processor Management, and Computer Installation and Acceptance the Software Development Lifecycle

ICT Infrastructure Management Covers

Applications Management Covers

2004 Fox IT, LLC. All rights reserved.

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The ITIL Service Support and Delivery BooksService 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.

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What Makes ITIL Attractive to OrganizationsCost, 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.

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An Entire Industry has Emerged Around ITILAdopters Consulting Services ITIL Publications Training & Certification Tools Resources User Group

2004 Fox IT, LLC. All rights reserved.

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ITIL Adopters70,000 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.

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ITIL User Group: the itSMFThe 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.com2004 Fox IT, LLC. All rights reserved.

itSMF11

ITIL-Related ResourcesWeb 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.

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ITIL-Related ToolsVendors 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.

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ITIL Training and CertificationBasic understanding of the ten ITIL Service Delivery Foundation and Service Support processes and the Service Desk function Deep understanding of one Practitioner ITIL process. Foundation certificate is a prerequisite Deeper understanding of all ten ITIL processes and the Masters Service Desk Function. Foundation certificate is a prerequisite2004 Fox IT, LLC. All rights reserved.

2-3 day training, 1 hour multiple choice exam 2-3 day training, 2 hour essay style exam 2-3 week training, 2x3hour essay style exams14

ITIL-Related Consulting ServicesProcess assessments Strategic consulting Implementation consulting Managed services Technology implementations

2004 Fox IT, LLC. All rights reserved.

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What we will coverIntroduction 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.

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Why IT Organizations are Adopting ITILImprove 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.

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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* Fox ITs experience

2004 Fox IT, LLC. All rights reserved.

2004 Fox IT, LLC. All rights reserved.

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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.

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Who Is Using ITIL Real World ExamplesCORPORATE Procter & Gamble Capital One Boeing British Petroleum MAJOR SOFTWARE Microsoft HP GOVERNMENT US Army US Navy IRS SUPPORT SOFTWARE CA Remedy BMC

and 8,000 more certified professionals each year2004 Fox IT, LLC. All rights reserved.

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Real World Examples - North AmericaProcter & Gamble

Started 1999, $500M savings streamlined Help Desks Root cause analysis reduced Help Desk calls 10% Applied ITIL to incident management for web services From meeting target response time of 30 minutes 6070% of the time to over 90% of the time Adopted in 1999 to manage growth, customer service Intense pressure to provide more efficient services Virtual service desk slash support costs by 40%21

Caterpillar

Ontario Justice Enterprise

2004 Fox IT, LLC. All rights reserved.

What we will coverIntroduction 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.

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ITIL = IT Service, PMBOK = Project ManagementProject 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 interact2004 Fox IT, LLC. All rights reserved.

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ITIL and the PMBOK - ComparedTechniques

ITIL and the PMBOK share techniques and tools, and each features tools useful in the others domain Both espouse tools and techniques created elsewhere 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

Certification

2004 Fox IT, LLC. All rights reserved.

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ITIL and the PMBOK - SimilaritiesPublication and revision

Both created and revised by international practitioners Both had first elements published in late 80s Both aim at professionalizing their field Both aim at addressing a pain point in organizations We dont need the overhead/havent budgeted for project/service management; just do the work

Objectives

Both provide reference guidance, common language Both are descriptive versus prescriptive or normative

2004 Fox IT, LLC. All rights reserved.

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ITIL and the PMBOK - SimilaritiesBoth generally accepted as Best Practice Both have grown to global acceptance, standards Both cover an emerging profession Both feature education and certification Both recognize the key role of people and culture Both include many of the same elements, applied to different domains

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