starting & extending itil (coit)2
DESCRIPTION
2nd in a series of presentations at the Oklahoma Higher Education IT Summit on the use and value of ITIL in a higher education environment.TRANSCRIPT
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STARTING AND EXTENDING ITIL
Chris J Jones, MSEd.
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LearnPlanUse
Extend
Starting & Extending
ITIL- A follow up from
Introduction to ITIL (COIT 2013)
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LearnPlanUse
Extend
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A Review…Last year at the 2013 COIT IT Summit: ITIL Introduction & Planning• Purpose of ITIL• Overview of ITIL• Processes & Lifecycles• PlanningAvailable at http://bit.ly/itil_coit
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• IT exists to delivery value to our customers (internal & external)
• Value through services which convert capabilities & resources into “usability”
Purpose of IT
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ITIL matters because better services = greater value for your organization
People
ProcessTechnology
IT Services Matter
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ITIL Processes & Lifecycles
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LearnPlanUse
Extend
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FoundationsBuilding on a successful foundation:• Agreeing together
that this is what you are going to do
• Gather people who think outside the day-to-day
• Know key players & where they fit
Organizational
Vision
Stakeholders
(internal, external)
Process-thinkers
Govern-ance
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Key Ingredients
Executive support
Champion(s) Training & Education
Realistic Expectations Endurance*
* NOT a “project” but a way of working
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LearnPlanUse
Extend
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“Services” DefinedStep #1 is always to figure out what it is you do to bring value to your customers:• Customer-facing terms• Meaningful groupings• Portfolio & Catalog• Foundation for any
process
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Creating Process
INPUTS• Who/What
is needed
ACTIVITY• The steps
taken
OUTPUT• Results
(and new inputs)
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Creating Process
Bottom-up communication
Top-down communication
• Often picking where to begin is one of the most difficult questions– Fairly common to
begin with Incident Mngt, but not a Service Desk “thing”
• Developing process is collaborative, iterative and much harder than you might think
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Process example: Incident Management
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Process example: Incident Management
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Building BlocksYou will need new roles in your organization:
– New activities (process) require ownership, responsibility, emphasis, etc.
– RACI can help get you started
You may need new groups/teams in your organization
New teams may need new organizational structures to be successful
Organization
Teams
Roles
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Changing CultureIn 2009, Dr. John Kotter (Harvard Business School) proposed 8 keys to leading change within an organization:
Urgency
Coalition
Vision
Buy-in
Empowering
Wins
Persistence
Culture
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People3
Many people will not like all this structure:• Asking for new
behaviors• Defining process &
measuring compliance creates new accountability
• Need to find some personal benefit
“people first”
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Measuring Success
“You can’t manage what you can’t measure…”
It is true, however, that you can manage it maturely when you start to measure…• Process execution
(incident, request, change)
• Financial accounting (service costing, service revenue)
REALLY?
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Example Metrics
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Example Metrics
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Using ToolsUsually the first place people start…• Easy• Expedient,
and• Wrong!
Recommend:– Built for ITIL– Inherent
understanding of IT workflow and process, not just “tickets”
– Adapt, adopt, extend, invest
Tomorrow: Paige Duffey @ 11:15a“Using ServiceNow for ITSM”
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LearnPlanUse
Extend
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Process for PurposeThere is common hazard with taking ITIL too literally…
Use ITIL as a tool in your tool belt• It should serve you,
not the other way around
“ITIL says we should…”
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Continual Improvement
Final lifecycle stage (strategy, design, transition, operations) is continual service (or process) improvement.• Service planning &
management are not a one-time thing
• Process, not a project– How do you make CSI
part of what you do vs a project?
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Extending ToolsThere are a number of ways to add greater value or extend your tools…
AutomationCommunicationAction-ableSelf-service
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Better RolesUse RACI to discuss, agree and execute on effective process is a good start.
Roles will evolve in the areas of:• Process• Functions• Leadership/Mngt/
Ownership
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Questions & Discussion
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Thank You
[email protected]@itcxvision
Christopher-j-jones.tumblr.com
This presentation will be available athttp://www.slideshare.net/ckckjones