Demystifying ITIL Part 1: ITIL Introduction and...
Transcript of Demystifying ITIL Part 1: ITIL Introduction and...
© 2007 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Demystifying ITILPart 1: ITIL Introduction and Overview
Terry LongoITIL/PM/BA Program ManagerHP Education US
© 2007 Hewlett-Packard Development Company, L.P.
Understanding The Context
−Many IT organizations continue to struggle with the goalof alignment to organizational goals and activities
−Pressure continues to increase on IT to deliver value forthe money
− IT must become increasingly agile to meet changingorganizational requirements
− It is common for IT to fall short of meeting theorganization’s needs and expectations, despite IT’ssincere efforts to do so
There is thus the challenge to address the “credibility gap”between IT and the organization.
© 2007 Hewlett-Packard Development Company, L.P.
Identifying the Credibility Gap
IT Infrastructure
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P
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P
P P
C
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OrganizationalProcesses
City Depts and Citizens
Services
Governments
Reports
etc.
Otheroutboundactivities
IT Organization
The Gap
© 2007 Hewlett-Packard Development Company, L.P.
Characterizing the Credibility Gap
• The necessity of prioritizing is recognized andaccepted. The lack of framework for effectiveprioritization leads to
• Low customer satisfaction
• Inability to discern what is valuable to do and what is not,leading to wasted effort
• Low quality of changes
• Inefficient use of IT resources (people and infrastructure)
• Expectations that are rarely met
• Difference in perceived vs. actual IT performance
• Lack of understanding about IT’s contribution to the organization
• Project implementations not meeting requirements
• etc.!
© 2007 Hewlett-Packard Development Company, L.P.
Filling the Gap
IT Infrastructure
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OrganizationalProcesses
City Depts and Citizens
Services
Governments
Reports
etc.
Otheroutboundactivities
IT Organization
The GapIT Services via IT Service Management
© 2007 Hewlett-Packard Development Company, L.P.
IT Service Management (ITSM)
• ITSM is the “what” for how to close the business/ITgap
• One of the “hows” for “doing” IT ServiceManagement is ITIL
• ITIL is best practices guidance on managing IT
© 2007 Hewlett-Packard Development Company, L.P.
IT Service Management (ITSM)
• At the heart of IT Service Management is thenotion of the IT Service
− IT works with the organization to understand what isrequired in the organization’s terms – IT Servicesand Service Level Agreements based on ServiceLevel Requirements stated in IT’s customers’language
−Then, IT implements, operates, and supports the ITinfrastructure in order to deliver those IT Services toagreed levels of quality and availability
© 2007 Hewlett-Packard Development Company, L.P.
ITIL/ITSM Value
• ITIL/ITSM help IT organizations deliver IT Servicessuch that
• The delivery of IT Services is cost-justifiable
• IT Service quality and availability levels are agreed to,measured, monitored, reported, and reviewed regularly
• The IT infrastructure is managed efficiently (best use ofresources) and effectively (achieving intended results)
• Activities are prioritized relative to organizational value
• Change is controlled to minimize negative impact on ITServices
• IT Services are aligned to and drive organizationalstrategy
Service Culture• Recognition that IT only exists to underpin the objectives of
the organization
• A mission to deliver agreed levels of service
• A willingness to go that ‘extra step’ to satisfy Customer needs
• An understanding of the Customers’ perspective
• Achieving a Service Culture depends on:
– Senior Management support
– A good understanding of why IT Services are being provided
– An understanding of the impact on the organization of poorservice
– Clear targets to aim for, and from which to progress
IT Infrastructure Library (ITIL) Version 2
A set of books & modules, used as acomplete code of best practice for ITService Provision
A roadmap which defines the relationshipsbetween people, processes andinfrastructure necessary for effective ITService provision
The only comprehensive, publiclyavailable guidance on IT ServiceProvision
Developed by the OGC (Office ofGovernment Commerce) - BritishGovernment
International Certification programs
In place since 1986
© 2007 Hewlett-Packard Development Company, L.P.
The Face of ITIL Version 2
IT Infrastructure
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P
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P
P P
C
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C
C
C
C
OrganizationalProcesses
City Depts and Citizens
Services
Governments
Reports
etc.
Otheroutboundactivities
Service Level Management Service Desk
Other ITIL Processes Overlaying the IT Organization
Tactical Interface:Customers and ITTactical Interface:Customers and IT
Operational Interface:Users and IT
Operational Interface:Users and IT
What is an IT Service (v2)?
• A set of related functions
• provided by IT systems
• in support of one or more parts of the overallorganization
This service can be made up of hardware,software and communication facilities, but isperceived by the customers as a self-contained,coherent entity
Process Orientated Working
Incident &Pro
blemManagement
Change Management
Configuratio
n Management
IT ServicesIT Services
CDB
Service Planning
ADB
CMDB
ProblemManagement
OperationsManagement
(NOC)
Service LevelManagement
IncidentManagement
User
Change Mgmt.
R& I Approve Implement
Service RequestInformation RequestService Outage
incident
RfCCI Registration
EventAutomated T/T
trendedincidents
KnownErrors
Procurement& Asset Mgmt.License Mgmt.
Workstation Mgmt.
•Performance & Capacitymonitor/report•InfrastructureMonitor/Control
ServiceDesk
serv
ice
requests
H/W, S/WDevelopment
Release toProduction Server Provisioning
S/W Control/DistributionPatch Management
Virus S/WPolicies
ReleaseManagement
Security
Availability
Continuity
Capacity
Financial
SLA
1
2
3
4
SWSW SW SW
SWSW SW
Services
1
2
3
4
5
network
Org.Unit A
Employee A1Employee A2
Prioritization &Escalation Rules
12
3
Org.Unit C
Org.Unit B
Service Catalog
DHSDSL
IntakeProcesses
ConfigurationManagement
Customer
ComponentMgmt.
Subsystem &Process Mgmt.
ITas a
business
ServiceMgmt.
ITSM Metrics
Decrease CoS,Increase QoS
SLAs/OLAs/UC
In/On ProcessEffective &Efficient
ComponentThresholds
ThreatsContingencies
ResilienceMaintainabilityServiceability
DemandWorkloadResources
Performance
CostsChargeback
ITSM v2 Framework
The Challenge with Processes
• Processes help to organize work better
• They are aligned to activity and output, notnecessarily to value
• You have to know what you want to achieve, orelse assume that the customer does
• Processes are not strategic
• Bottom line: Managing IT needs more than just aset of processes, people and tools
The Evolution of IT Service Management
Role
ofIT
StrategicPartner
ServiceProvider
TechnologyProvider
Time
Focus: Quality and Efficiency ofIT Processes• IT is a service provider• IT is separable from organization• IT budgets as expenses to control
Focus: Org-IT Alignment& Integration• Service Mgmt for IT and non-IT• Automated and Integrated Operations• Strategy and Portfolio Governance• Continuous ImprovementIT Service
Management
IT InfrastructureManagement
ServiceManagement
Focus: Stability and Control of the Infrastructure• IT are technical experts• IT concerned with minimizing businessdisruption• IT budgets are driven by external benchmarks
ITIL v2
ITIL v3
ITIL v1
Definition of a Service (v3)
A ‘service’ is a means of delivering value to
customers by facilitating outcomes customers
want to achieve without the ownership of
specific costs and risks
© 2007 Hewlett-Packard Development Company, L.P.
The ITIL V3 Structure
Continual ServiceImprovement
ITIL
ServiceServiceStrategies
ServiceOperation
ServiceDesign
ServiceDesign
ServiceTransition
Image Source: ITIL Refresh Project
ITIL V3 Books
Improvementactions & plans
ContinualServiceImprovement
ServiceOperation
OperationalservicesOperational Plans
ServiceTransition
Transition PlansTested solutions
SMKS
ServiceDesign
SolutionDesigns
ArchitecturesStandards
SDPs
Se
rvic
eP
ort
foli
oS
erv
ice
Ca
talo
gu
eIT Customers
ServiceStrategy
StrategiesPolicies
Resource andconstraints
Objectives fromRequirements
Requirements
© 2007 Hewlett-Packard Development Company, L.P.
Business Strategy and Planning, Enterprise Analysis, Portfolio Management, Decision Packages
A Linear View of theRequirements and IT Service Life Cycles
Elicit Analyze Document Validate Assess...VerifyPlan
© 2007 Hewlett-Packard Development Company, L.P.
Business Strategy and Planning, Enterprise Analysis, Portfolio Management, Decision Packages
Service Strategy
A Linear View of theRequirements and IT Service Life Cycles
Elicit Analyze Document Validate Assess...
Design/Build
Transition Operate Improve
VerifyPlan
Business Strategy /Service Strategy
Alignment
Communication
© 2007 Hewlett-Packard Development Company, L.P.
Business Strategy and Planning, Enterprise Analysis, Portfolio Management, Decision Packages
Service Strategy
A Linear View of theRequirements and IT Service Life Cycles
Elicit Analyze Document Validate Assess...
Design/Build
Transition Operate Improve
VerifyPlan
Business Strategy /Service Strategy
Alignment
Service CatalogService Pipeline
Communication
© 2007 Hewlett-Packard Development Company, L.P.
Business Strategy and Planning, Enterprise Analysis, Portfolio Management, Decision Packages
Service Strategy
A Linear View of theRequirements and IT Service Life Cycles
Elicit Analyze Document Validate Assess...
Design/Build
Transition Operate Improve
VerifyPlan
Business Strategy /Service Strategy
Alignment
Service CatalogService Pipeline
Communication
© 2007 Hewlett-Packard Development Company, L.P.
Business Strategy and Planning, Enterprise Analysis, Portfolio Management, Decision Packages
Service Strategy
A Linear View of theRequirements and IT Service Life Cycles
Elicit Analyze Document Validate Assess...
Design/Build
Transition Operate Improve
VerifyPlan
Business Strategy /Service Strategy
Alignment
Project(s) Project(s)
Communication
Project(s)
Service CatalogService Pipeline
© 2007 Hewlett-Packard Development Company, L.P.
Business Strategy and Planning, Enterprise Analysis, Portfolio Management, Decision Packages
Service Strategy
A Linear View of theRequirements and IT Service Life Cycles
Elicit Analyze Document Validate Assess...
Design/Build
Transition Operate Improve
VerifyPlan
Business Strategy /Service Strategy
Alignment
Continuous Validation, Negotiation, Change Mgmt, Relationship Mgmt
Communication
Service CatalogService Pipeline
Demystifying ITILPart 2: Best Practices for PracticalApplication of Service Management
Pat Connelly
Vice President, Gartner Consulting
6 November 2008
29© 2008 Gartner, Inc. All Rights Reserved.
Key Questions
What are key considerations for leveraging ITIL to improveservice management?
How can IT organizations get off on the right foot to use ITILconcepts?
How can IT organizations gage the health of their ITSM effortsand keep it on track?
30© 2008 Gartner, Inc. All Rights Reserved.
ITIL: Considerations for Practical Application
The Good
– Highlights the importance of a service orientation
– Helps provide a standardized process context and a common language
– Identifies the core activities for its processes
– Increases service and process development confidence and consistency amongstvarious stake-holders
– Strong community and supporting resources
The Bad
– There are many different interpretations of ITIL
– ITIL is not always consumable out of the box by all levels within the organization
– Successful IT performance requires more than process optimization
– Not all IT capabilities are covered by ITIL
31© 2008 Gartner, Inc. All Rights Reserved.
A Holistic Approach to IT Service Improvement
There are many frameworks, and it can bedifficult to navigate the availableresources
– Varying scope, purpose, depth/breadthand accessibility
Avoid being focused on a framework vs.desired results
–This should not be “An ITIL Project”!
– Infuse the best of all worlds forservice improvements by leveragingstrengths of different industry-standard frameworks (e.g., ITIL,CobiT, HDI, MOF, ISO Standards,etc.)
32© 2008 Gartner, Inc. All Rights Reserved.
There is No Single Silver Bullet:Navigate the Most Appropriate Resources to Leverage
Specific IT Processes& Functions
IT AssetsCorporateGovernance
IT Governance& Mgmt
IT Process &Service
Mgmt
Quality andcontinuous
improvement
COSO
COBIT
ITIL
ISO20000
HDI
Assess
men
tG
uid
elin
es
Pre
sc
rip
tive
CMMi
CORBA
Baldrige
ISO9000
TQM
PMBOK
Prince2
PeopleCMM
ISO17799
ISO27001
SOAP
LeanEFQM
SixSigma
CGTF ISG
XML
TOGAF
Zachman
ENTERPRISE-WIDE IT-SPECIFIC
Turnbull
MOF
33© 2008 Gartner, Inc. All Rights Reserved.
And Be Wary of the Hype…
Gartner Hype Cycle for ITOperations Management -
2008
Gartner Hype Cycle for ITOperations Management -
2008
34© 2008 Gartner, Inc. All Rights Reserved.
Why Do ITSM Efforts Fail?
Gartner sees ITSM Programs stall or stop for many reasons:
Lack of focus on cultural change and governance
– Unsuccessful “Tom Sawyer” approach to induce organizational change frombottom-up
Limited visibility into benefits or improvements achieved
– No business case or measurement program to demonstrate results and/or progress
“Tools First” approach drives program in different directions
– Process improvement opportunities take backseat to tool replacement projects
Disparate workstreams not managed like a Program
– Separate projects not coordinated or integrated appropriately
Running out of steam
– New priorities, new demands on resources
Higher hanging fruit is too hard to reach!
35© 2008 Gartner, Inc. All Rights Reserved.
What is the most significant challenge toimplementing ITIL in your organization?
Source: Gartner (April 2008)
36© 2008 Gartner, Inc. All Rights Reserved.© 2008 Gartner, Inc. All Rights Reserved.
Best Practices forAdopting ITSM
37© 2008 Gartner, Inc. All Rights Reserved.
Are You Starting on the Right Foot?
Track Against Five Key Critical Success Factors for ITSM Programs
1. Service Management Charter and Business / IT Alignment
– Program-level goals and objectives, business case and benefits alignment,scope or processes targeted, CSFs, and roadmap
2. Integration and Coordination across IT
– Program-level integration across individual processes / workstreams / projects
3. Roles and Organization
– Program structure and roles, organizational change management, skills andstaffing
4. Tools and Automation
– ITSM tooling portfolio and broader strategy for automation and architecture
5. Metrics and Governance
– Measurement of progress and improvement against program objectives,structure and effectiveness of governance and compliance
© 2008 Gartner, Inc. All Rights Reserved.
Program Charter and Execution Elements
– Alignment to Business Goals and Objectives
– Desired Benefits from Service Orientation and ITSM
– Program Scope Statement
– Identification and Roles of Stakeholders
– Program Management Approach
Program Roadmap
Issue Management
Scope Change Control
Risk Management
Quality Assurance
Status Reporting, etc.
– Critical Success Factors
– Rolling 12-18 month Roadmap and Transition Plan
– Program-level Common Artifacts
Taxonomy of Organization-specific ITSM Terms
Library of Roles
Process Reference Architecture
Process Refinement Templates and Methodologies
– Communications Strategy and Plan
– Cultural Change Management Strategy and Plan, etc.
A formal Program Charter should exist forthe ITSM initiative and be reviewed forupdates every six months:
“No really, Why Are We Doing This?”
Many organizations have either nevercreated a charter, or have not reviewed itsince it was initially drafted
The key is not to view program chartermaterials as required ‘documents’, butrather use these for tracking accountabilityto the stated benefits and coursecorrections.
The Program is the Glue!
Example of Components within the“Program Charter” dimension…
Have these been considered andarticulated?
1. Service Mgmt. Charter and Business/IT Alignment
© 2008 Gartner, Inc. All Rights Reserved.
2. Integration Successful programs proactively manage
integration across several dimensions:
– Process-to-Process Integration
Common Blueprint and convention forprocess hand-offs in design effortsacross all IT silos
– Project-to-Project Integration
Single, integrated view of all programworkstreams that affect the servicemanagement outcomes, includingprocess, tool and people initiatives
The program should be responsible forthe choreography of integration acrossindividual process efforts and otherworkstreams
Example of Components within the“Program Charter” dimension…
How many do you have that are current?
2. Integration and Coordination across IT
© 2008 Gartner, Inc. All Rights Reserved.
3. Roles and Organization
How is your organization implementing role ofprocess owner?
Source: Gartner (April 2008)
Successful programs have strongand dedicated program leadership
– Beware of assigning multiplesroles to individuals (programlead, process owner, processmanager, etc.)
Do not underestimate the ramp-upof resources needed for training,cultural change andcommunications during iterativedeployments
– At best, many programs arevictims of their own success andunable to accommodateincreasing needs or timelines
3. Roles and Responsibilities
© 2008 Gartner, Inc. All Rights Reserved.
4. Tooling and Automation Successful programs recognize the needto map the broader ITSM tooling portfolioand automation interactions
The ITSM tooling architecture should beexplicitly defined for tactical and strategictouchpoints to other related families oftools
– Need to understand the interactions withmonitoring, system management,job scheduling, asset, discovery,mobile notification, project portfoliomanagement, etc.!
“But don’t I need a new ITSM toolsuite?”
– Most organizations are tool-rich,but process poor – i.e., you mayalready be over-tooled.
How are you managing the broaderITSM tooling portfolio?
4. Tools and Automation:Much more than just a Help Desk tool….
42© 2008 Gartner, Inc. All Rights Reserved.
5. Metrics and GovernanceDetermine What Should Be Measured and How?
A tiered measurement structure is required forensuring the appropriate level of velocity andeffectiveness of change
– Enterprise Level Metrics
e.g., Financial Metrics; ServiceImprovement Metrics; CustomerSatisfaction Metrics;Regulatory Compliance Metrics
– Operational Metrics
Efficiency Metrics (How well are youexecuting)
Effectiveness Metrics (Are youexecuting the right things well)
The use of Enterprise level metrics as amarketing vehicle are critical in retainingexecutive sponsorship
Process Maturity(Relative to Peer)
=
- +
The overall maturity rating of key ITprocesses based on the Gartnermaturity model.Process Maturity
(Relative to Peer)
=
- +Process Maturity
(Relative to Peer)
=
- +
The overall maturity rating of key ITprocesses based on the Gartnermaturity model.
Service Level(Relative to Peer)
=
- +
The combined performance of keyservice activities, including availability,problem resolution, and response time.Service Level
(Relative to Peer)
=
- +Service Level
(Relative to Peer)
=
- +
The combined performance of keyservice activities, including availability,problem resolution, and response time.
Cost Efficiency(Relative to Peer)
=
- +
The combined efficiency of all ITservice areas, including mainframe,server, client and peripherals, helpdesk, and data and voice networks.Cost Efficiency
(Relative to Peer)
=
- +Cost Efficiency
(Relative to Peer)
=
- +
The combined efficiency of all ITservice areas, including mainframe,server, client and peripherals, helpdesk, and data and voice networks.
Overall(Relative to Peer)
+-
=
Overall(Relative to Peer)
+-
=
Overall performanceof cost efficiency,
service delivery, andprocess maturity.
Scales are relative to peer performance: “+” is greater, “=“ is equal, and “-” is lower than peer performance.
Savings Opportunities
1. Mainframe2. Wintel Server3. Client and Peripherals
Investment Opportunities
1. Data Networking2. Unix Server3. Help Desk
Gartner for IT LeadersSM Scorecard for IT Infrastructure & Operations
= Peer Range = Peer Average
= Peer Middle Quartile = XYZ
This scorecard provides a measurement framework for analyzing and optimizing IT servicedelivery. It contains an objective assessment of cost efficiency, service levels and processmaturity. Accordingly, the scorecard highlights both areas of strength and areas of potentialimprovement relative to peer organizations.
The ability to communicate IT investments in terms of business performance is fundamentalto establishing proper alignment with business goals. Comparing infrastructure spend relativeto revenue helps determine if investment levels are competitive.
Infrastructure Spend as a Percentage ofRevenue Relative to Peers
“Is investmentaligned withbusinessstrategy?”
Change in Infrastructure Spend vs.Change in Revenue
“Is the trajectoryof IT spendingaligned with thedirection ofbusinessgrowth?”
XYZ Peer
-25.0%
25.0%
-25.0% 25.0%
Change in Revenue
Ch
an
ge
inIT
Sp
en
din
g
Limited
scalability?
IT spending
growth in step
with revenue
growth
IT spending
decline in step
with revenue
decline
Good
scalability?
XYZ, 9.0%
Peer, 7.5%
0.0%
1.0%
2.0%
3.0%
4.0%
5.0%
6.0%
7.0%
8.0%
9.0%
10.0%
Process Maturity(Relative to Peer)
=
- +
The overall maturity rating of key ITprocesses based on the Gartnermaturity model.Process Maturity
(Relative to Peer)
=
- +Process Maturity
(Relative to Peer)
=
- +
The overall maturity rating of key ITprocesses based on the Gartnermaturity model.
Service Level(Relative to Peer)
=
- +
The combined performance of keyservice activities, including availability,problem resolution, and response time.Service Level
(Relative to Peer)
=
- +Service Level
(Relative to Peer)
=
- +
The combined performance of keyservice activities, including availability,problem resolution, and response time.
Cost Efficiency(Relative to Peer)
=
- +
The combined efficiency of all ITservice areas, including mainframe,server, client and peripherals, helpdesk, and data and voice networks.Cost Efficiency
(Relative to Peer)
=
- +Cost Efficiency
(Relative to Peer)
=
- +
The combined efficiency of all ITservice areas, including mainframe,server, client and peripherals, helpdesk, and data and voice networks.
Overall(Relative to Peer)
+-
=
Overall(Relative to Peer)
+-
=
Overall performanceof cost efficiency,
service delivery, andprocess maturity.
Scales are relative to peer performance: “+” is greater, “=“ is equal, and “-” is lower than peer performance.
Savings Opportunities
1. Mainframe2. Wintel Server3. Client and Peripherals
Investment Opportunities
1. Data Networking2. Unix Server3. Help Desk
Gartner for IT LeadersSM Scorecard for IT Infrastructure & Operations
= Peer Range = Peer Average
= Peer Middle Quartile = XYZ
This scorecard provides a measurement framework for analyzing and optimizing IT servicedelivery. It contains an objective assessment of cost efficiency, service levels and processmaturity. Accordingly, the scorecard highlights both areas of strength and areas of potentialimprovement relative to peer organizations.
The ability to communicate IT investments in terms of business performance is fundamentalto establishing proper alignment with business goals. Comparing infrastructure spend relativeto revenue helps determine if investment levels are competitive.
Infrastructure Spend as a Percentage ofRevenue Relative to Peers
“Is investmentaligned withbusinessstrategy?”
Change in Infrastructure Spend vs.Change in Revenue
“Is the trajectoryof IT spendingaligned with thedirection ofbusinessgrowth?”
XYZ Peer
-25.0%
25.0%
-25.0% 25.0%
Change in Revenue
Ch
an
ge
inIT
Sp
en
din
g
Limited
scalability?
IT spending
growth in step
with revenue
growth
IT spending
decline in step
with revenue
decline
Good
scalability?
XYZ, 9.0%
Peer, 7.5%
0.0%
1.0%
2.0%
3.0%
4.0%
5.0%
6.0%
7.0%
8.0%
9.0%
10.0%
© 2008 Gartner, Inc. All Rights Reserved.
5. Metrics and Governance Successful programs are aggressively utilizing
metrics to track incremental performance of afew key KPI’s over each 6-12 month period:
– Significant creativity and diligence required forbaselining
– Immediate readiness of reporting capabilitiesis critical for deployment
– Different sets of metrics should be tied tomaturity levels/capabilities for each processalong the journey of their roadmap.
Beyond the collective process metrics,program-level metrics are critical fordemonstrating improvement and effectiveness
– Programs need to measure performanceindicators too
– “How can we prove that the program is gettingincreasingly more efficient and effective atfacilitating the process improvement efforts?”
5. Metrics and Governance:How Healthy is the ITSM Program?
Source: OGC “Service Design”
44© 2008 Gartner, Inc. All Rights Reserved.
Putting It All together:Where are you in the lifecycle?
Define Strategy andStructure Program
Service Management Drivers,Objectives and Pain Points.
Task-LevelProcessDetail
Information
Requirements
Automation
Requirements
Define IT Service PortfolioDefining IT Services and Catalog;
Consumption Approach? Chargeback?
Adopt Process ReferenceArchitecture and Taxonomy
Define a conceptual, integrated target state!Common and Consistent Language
Develop Process Baseline(s)How do the current processes perform?Identify key gaps against best practice!
Develop Transition Approachand Plan
How should the target state be implemented?Knowledge transfer and training!
Build Technical IntegrationFramework
What standards and protocols should be used?How should new automation be assimilated?
Implement and ManageImplement the target state!
Operate and manage new processes!
On-going Measurement and GovernanceHow will you know when you achieve the desired maturity?
How will you market and communicate the program value and progress?
Build Services and Process ArchitecturesDefine and Design the target state detail!
= Strategy & Structure
= Detail Design & Transition Plan
= Transition & Operation
= Continuous Improvement
45© 2008 Gartner, Inc. All Rights Reserved.© 2008 Gartner, Inc. All Rights Reserved.
Closing Thoughts
46© 2008 Gartner, Inc. All Rights Reserved.
Ultimately It's All About Implementing EffectiveServices — Not Designing New Processes
Service Management is about improving alignmentbetween the organization and IT services and not aboutprocess for process sake!
Practitioners will need to juggle additional balls in the airwhile better processes are being defined and implemented– However, this short term pain typically leads tosubstantial long term gains for the organization and thepractitioners themselves
You have to invest to save
Transition will take two to three years
47© 2008 Gartner, Inc. All Rights Reserved.
What are our next steps? Where should we start?
Are our ITSM vision and strategy explicit? Are they widelyunderstood?
Have we targeted the appropriate programmaticapproach for our specific context?
Does our transformation plan account for all critical successfactors?
Are we in danger of falling into one or more of the commonmissteps?
Homework Questions
Do we have a consistent and thorough understanding of ITSMfundamentals?Have we inadvertently “bought into” any of the commonmyths?
48© 2008 Gartner, Inc. All Rights Reserved.
Concluding Comments
To demonstrate value, you need to establish a clear link between thecapabilities being improved and critical IT service improvements
Effective governance is critical for success
Tools enable processes, but are not a substitute for good process
Do not try to refine a single process or a subset of processes withoutestablishing an overall IT frame of reference of how the refinedprocess will fit in the target operating environment;
Take into account your organization’s culture and ability to assimilatechange… Effective Organizational Change Management is critical tothe success of such initiatives
ITSM requires an enterprise-wide goal, but a step-wiseimplementation approach:
Iterative Improvement over Delayed Perfection!
49© 2008 Gartner, Inc. All Rights Reserved.© 2008 Gartner, Inc. All Rights Reserved.
Questions
50© 2008 Gartner, Inc. All Rights Reserved.© 2008 Gartner, Inc. All Rights Reserved.
Thank you!