AWIPS and ITIL Implementation
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1 AWIPS and ITIL Implementation
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AWIPS and ITIL Implementation. How Does ITIL Contribute to Program Success. ITIL Alignment with Mission. NWS Mission Objectives, as stated the AWIPS Statement of Objectives (SOO) lent themselves to an approach consistent with ITIL - PowerPoint PPT Presentation
Transcript of AWIPS and ITIL Implementation
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AWIPS and ITIL
Implementation
AWIPS and ITIL
Implementation
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How Does ITIL Contribute to Program SuccessHow Does ITIL Contribute to Program Success
• NWS Mission Objectives, as stated the AWIPS Statement of Objectives (SOO) lent themselves to an approach consistent with ITIL
• AWIPS Operations and Maintenance is made more efficient and less risk- prone through accordance with ITIL principles
ITIL based approach facilitates service improvements and enhancementsITIL based approach facilitates service improvements and enhancements
ITIL Alignment with MissionITIL Alignment with Mission
• Customer focused, process oriented• Based on best practices• Optimum service against justifiable
costs• Metrics-driven decisions• Focus on people, process, technology
• Improved business alignment, customer satisfaction – 92% Field Satisfaction (up 6 points)
• Movement from reactive to proactive orientation – increased proactive NCF pre-severe weather actions
• Improved SLA management – ensures SLAs evolve with program needs and measure what is important
• Improved delivery of third party services – increased AWIPS system-wide WAN Availability (> 99.98%)
• High quality service delivery – recent release had Zero open issues after Beta; 50% install time reduction
• Improved Capacity – SBN product delivery increased 35% over last 6 months
• Improved management of risk derived from change - CCB process that evaluates system upgrades
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Introducing ITIL Within the AWIPS PMOIntroducing ITIL Within the AWIPS PMO
• Visible Management Commitment−Championed by AWIPS Program Manager and leadership team−Comprehensive understanding of cost and benefit
• Supportive Customer− ITIL focused on improving mission support
• Training and Communication−Foundations training for key personnel−Ongoing communication−All hands meetings and Special-topic briefings−Project-wide Posters; Badge Tags and Email campaign
• Dedicated ITIL Manager−Full-time−Certified ITIL Service Manager, PMP
• Baseline and Benchmarks−Participation in APQC IT Benchmarking Study−Additional industry standard benchmarks
AWIPS program has a strong commitment to ITSM excellenceAWIPS program has a strong commitment to ITSM excellence
Key ComponentsKey Components
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Introducing ITIL Within the AWIPS PMOIntroducing ITIL Within the AWIPS PMO
• ITIL Gap Analysis−Questionnaires, interviews, documentation
search, observation−Results indicate AWIPS Concept of Operations
supports majority of ITIL best practice− Customer outcomes drive service offerings
− Strong, positive relationship with customer
−Well-established communication channels
− Governance in place ensures service quality
− Continuous improvement mechanisms implemented
Key ComponentsKey Components
• ISO 20000 Initiative−Pre-audit and Gap closure activities−Certification audit July 21 – 25, 2008
• Service Improvement Planning−Teams trained in Raytheon Six Sigma− ITIL service improvement effort rolled into ISO 20000 continuous
improvement plans
Service Level
Financial
Capacity
Service Continuity
Availability
Release
*** Software Only
Configuration
*** Software Only
Change Management
*** Software Only
Problem
Incident
Service Desk
Level 5: Customer Interface
Level 4.5: External Integration
Level 4: Management Information
Level 3.5: Quality Control
Level 3: Products
Level 2.5: Internal Integration
Level 2: Process Capability
Level 1.5 : Management Intent
Level 1 : Pre-requisites
Service Level
Financial
Capacity
Service Continuity
Availability
Release
*** Software Only
Configuration
*** Software Only
Change Management
*** Software Only
Problem
Incident
Service Desk
Level 5: Customer Interface
Level 4.5: External Integration
Level 4: Management Information
Level 3.5: Quality Control
Level 3: Products
Level 2.5: Internal Integration
Level 2: Process Capability
Level 1.5 : Management Intent
Level 1 : Pre-requisites
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• Phase I: Current-State Assessment and Gap Analysis−Completed July 2007. AWIPS Service delivery process is fairly well-aligned
with ITIL guidelines. −Specific process improvement activities identified
• Phase II: Establish and Develop−Completion May 2008. Enhancements, improvements and upgrades to attain
compliance• Phase III: Implementation−Phased approach. Formal staff communication and training −Completion May 2008
• Phase IV: Monitor and Evaluate−Ongoing
• Phase V: Continuous Improvement−Ongoing. Service Improvement projects rolled into ISO 20000 continuous
improvement plan• ISO 20000 Certification−Completion third quarter 2008
AWIPS ITIL Initiative Summary AWIPS ITIL Initiative Summary
Plan, Do, Check, ActPlan, Do, Check, Act
PhasesPhases
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AWIPS and ITIL
Lessons Learned
AWIPS and ITIL
Lessons Learned
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What to Know Before Launching the InitiativeWhat to Know Before Launching the Initiative
Does adoption of ITILmean a change in culture?
Can we commit to ITIL asa continuous process?
What services do we provide?
What are our customer’s objectives and goals?
What is “good enough”?What will it cost?
Where are we?Where do we want to go?
How do we know when we arrive?
Configuration ManagementProvide a logical up-to-date model of IT infrastructure and services
Incident Management
Continuity of the service levels. Underpin
Service Desk function
ProblemManagement
Minimize disruption of service level and eliminate
errors
ReleaseManagement
Ensure authorized modules are used to build Change
releases
Change ManagementEfficient handling of changes to minimize impact of change on service quality
AvailabilityManagement
Ensure high availability of services
Capacity Management
Ensure optimal usageof IT
Service ContinuityManagement
Ensure quick, controlled recovery after a disaster
Sec
urity
Man
agem
ent
Man
age
conf
iden
tialit
y, in
tegr
ity, a
vaila
bilit
y
Service Level ManagementAgree on and control service levels. Understand business needs
Configuration ManagementProvide a logical up-to-date model of IT infrastructure and services
Incident Management
Continuity of the service levels. Underpin
Service Desk function
ProblemManagement
Minimize disruption of service level and eliminate
errors
ReleaseManagement
Ensure authorized modules are used to build Change
releases
Change ManagementEfficient handling of changes to minimize impact of change on service quality
AvailabilityManagement
Ensure high availability of services
Capacity Management
Ensure optimal usageof IT
Service ContinuityManagement
Ensure quick, controlled recovery after a disaster
Sec
urity
Man
agem
ent
Man
age
conf
iden
tialit
y, in
tegr
ity, a
vaila
bilit
y
Service Level ManagementAgree on and control service levels. Understand business needs
Continuous Improvement
Improved management of risk from change
Improved qualityReduced cost
Stable, repeatable processes
Improved customer perception of value
Customer Input/Approval
NWS Oversight and Reviews
NWS Input and Approval
Management Oversight and Reviews
Monitor-Track-Report
Produce
• Risk Management Reports
• Risk Register• Opportunity
Action Plans• Lessons
Learned • Metrics/Trend
Analyses
NOAA/NWS Policies and Guidelines
Mission Service Areas
• VOF• Technical
Requirements• EVMS Metrics• Gate Reviews• Trouble
Reports
Partnership IPT Inputs
Plan
Develop Risk Handling and Opportunity Action Plans
Identify Risks and
Opportunities
Assess • Categorize• Analyze• Prioritize
Perform
Pre-Approved Responses• Disaster
Recovery• Security • Fault
Recovery
Risk Management• Implement Risk Mitigation Plans• Maintain and Review Risk Register • Identify/Pursue Opportunities
Problem Resolution• Determine Nature
and Impact• Develop Corrective
Actions
• Schedule• Assign
Resources• Execute
Customer Input/Approval
NWS Oversight and Reviews
NWS Input and Approval
Management Oversight and Reviews
Monitor-Track-Report
Produce
• Risk Management Reports
• Risk Register• Opportunity
Action Plans• Lessons
Learned • Metrics/Trend
Analyses
Produce
• Risk Management Reports
• Risk Register• Opportunity
Action Plans• Lessons
Learned • Metrics/Trend
Analyses
NOAA/NWS Policies and Guidelines
Mission Service Areas
• VOF• Technical
Requirements• EVMS Metrics• Gate Reviews• Trouble
Reports
Partnership IPT Inputs
NOAA/NWS Policies and Guidelines
Mission Service Areas
• VOF• Technical
Requirements• EVMS Metrics• Gate Reviews• Trouble
Reports
Partnership IPT Inputs
Plan
Develop Risk Handling and Opportunity Action Plans
Identify Risks and
Opportunities
Assess • Categorize• Analyze• Prioritize
Plan
Develop Risk Handling and Opportunity Action Plans
Identify Risks and
Opportunities
Assess • Categorize• Analyze• Prioritize
Perform
Pre-Approved Responses• Disaster
Recovery• Security • Fault
Recovery
Risk Management• Implement Risk Mitigation Plans• Maintain and Review Risk Register • Identify/Pursue Opportunities
Problem Resolution• Determine Nature
and Impact• Develop Corrective
Actions
• Schedule• Assign
Resources• Execute
Perform
Pre-Approved Responses• Disaster
Recovery• Security • Fault
Recovery
Risk Management• Implement Risk Mitigation Plans• Maintain and Review Risk Register • Identify/Pursue Opportunities
Problem Resolution• Determine Nature
and Impact• Develop Corrective
Actions
• Schedule• Assign
Resources• Execute
ITIL
Init
iati
ve
Ask the Right Questions to Get ResultsAsk the Right Questions to Get Results
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Essential Components For SuccessEssential Components For Success
• Understanding the customer−Deliver value to customers by facilitating outcomes they want to achieve−Form and sustain a partnership with your customer, constituents, or
stakeholders
• ITIL Initiative must be managed as a project−Right-skilled Project Manager−Project Management Skills− ITIL Knowledge
−Project Plan−Budget−Resources−Schedule−Risk and Opportunity Management
• Prepare for unexpected developments along the way−Changes in customer requirements, ITIL versions, organizational directions− Unknown unknowns
Best Practices for ITIL ImplementationBest Practices for ITIL Implementation
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Essential Components For SuccessEssential Components For Success
• Communicate early and often−Visible Management commitment− IT Service Management policy and objectives−Short term goals and progress against goals−How all employee’s tasking contributes to the service delivery goals−Celebrate achievement
• Educate entire staff− “ITIL speak” −Service orientation−Use appropriate external courses
• Raise awareness of need for continual improvement −Train all personnel in improvement process −Reward improvements
Best Practices for ITIL ImplementationBest Practices for ITIL Implementation
Requires a Combination of Best Practices…But You Can Get ThereRequires a Combination of Best Practices…But You Can Get There
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AWIPS and ITIL
Summary, Questions and Answers
AWIPS and ITIL
Summary, Questions and Answers
