Getting Started with IT Service Management...Getting Started with IT Service Management Ian Connelly...

SMSG

18th September 2013 – BCS Coventry Branch

Getting Started with IT Service Management

Ian Connelly

2 BCS SMSG Team & Adam Poppleton

• Over 15 years experience working in IT, principally in Service

Operations for Telcos, ISPs & the Insurance sector

• Service Management Advocate

• Member of BCS SMSG Committee, Branch & External Liaison

• Member of itSMF UK

• Currently with Domestic & General based in Wimbledon

• MBCS, CEng, CITP & ITIL Expert

Chris Duncalf


• Over 20 years experience working in IT – have performed many roles

in that time: programming on a mainframe, Operations, Project Mgt etc

• Passionate about Service Management

• Member of BCS SMSG Committee

• Member of itSMF UK

• Worked predominantly in ‘blue chip’ companies and currently at CSC

BCS Service Management Specialist Group


The Service Management Specialist Group provides an

avenue for developing and promoting IT service

management techniques and standards such as ITIL®,

COBIT® and ISO/IEC 20000

The goal of the SMSG is to facilitate free and open

exchange of ideas, experiences and best practice in all that

is IT Service Management

We look to do this by delivering open events for Continual

Professional Development to all levels of the community

from top industry and academic speakers, practitioners and

thought leaders

Agenda


What is IT Service Management?

The benefits of IT Service Management

What is ITIL?

Key concepts

The Service Lifecycle

ISO/IEC 20000

Associated topics

Further information

Questions

Overview


Service Management has been adopted by many thousands of

companies worldwide but what is it?

Fundamentally, it’s a way to manage the delivery of IT, focussed on the

customers perception of IT’s contribution to the business.

This short introduction to Service Management will explain the key

concepts and features and will give sufficient information to understand

and build upon the essentials.

We’ll begin with what the industry is getting out of Service Management,

move on to explain ITIL and ISO20000 in some detail and then finish with

a brief look at other linked topics.

What is IT Service Management?


Objectives:

• Ensure that IT services are aligned to current and future needs of

the business and its customers

• Improve the quality of the IT services delivered

• Reduce the long term cost of service provision

A discipline concerned with the delivery and

support of IT services that are appropriate to the

business requirements of the organisation

Benefits of Service Management


• Financial savings

• Improved service availability

• Improved time to market for new products/services

• Improved decision making and optimized risk

• Better liaison between business and IT provider

• Increased customer satisfaction with IT services

• Common language throughout

• Dealing with a changing world

• Better IT governance and regulation

Who is doing Service Management?


What is ITIL?


• A best practice framework for the provision of quality IT services to be ‘adopted and

adapted’ to meet organisational needs

Version 1

• Late 1980’s

Version 2

• 2002

Version 3

• 2007/2011

ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.

• Developed by the Office of Government Commerce (OGC) in association with many

thousands of experienced IT professionals and organisations worldwide

• Non-proprietary, impartial, generic and widely available

• Provides common language with well-defined terms

• Basis for the International Standard for IT Service Management, ISO/IEC 20000

ITIL v3 and 2011


• Greatly simplified over ITIL v2 and rationalised to 5 core books based around

the ‘service lifecycle’

• Much clearer guidance on how to provide service

• Kept tactical and operational guidance but gave more prominence to

strategic ITIL guidance relevant to senior staff

• Easier, more modular accreditation paths

• Better aligned with ISO 20000

ITIL Adoption


ITIL is recognized as the de facto standard for IT Service

Management; formally adopted by UK, EU and Canada Government

as well as private enterprises

ITIL figures twice in the "Top 10 Highest Paying Certifications in the

Technology Industry“

Organizations using ITIL have reported quantitative and tangible

benefits: • More than 70% reduction in service downtime

• Savings of nearly $200 million annually

• 50% reduction in new product cycles

Models such as ITIL to formalise IT Operations is on the agenda of

65% CIOs worldwide

The 4 Ps of Service Management


People

• Skills, training, communication

Processes

• Actions, activities, changes, goals

Products

• Tools, monitor, measure, improve

Partners

• Specialist suppliers

The Service Lifecycle


• Service Strategy

• Service Design

• Service Transition

• Service Operation

• Continual Service Improvement © Crown copyright reproduced with the permission of the controller of Her Majesty's Stationery Office (HMSO)

Service Strategy


Focussing on: • What services should we offer and to whom?

• How do we create value for our customers?

Also need to think about: • Warranty and Utility

• Resources and Capabilities (Service Assets)

• Strategic Risks

• Different forms of service strategy

Guidance on how to think and act in a strategic

manner about the provision of IT services

Service Design


Guidance for the design and development of services and

Service Management processes

Covers

Design principles and methods for converting strategic

objectives into portfolios of services and service assets

Considerations should include • How are we going to provide it?

• How are we going to build it?

• How are we going to test it?

• How are we going to deploy it?

Service Transition


Guidance on how to deliver services and changes required by the business into live/operational use. Encompasses the "project" side of IT rather than "BAU“

Goals:

• Set customer expectations • Enable release integration • Reduce performance variation • Document and reduce known errors • Minimise risk • Ensure proper use of services

Some things excluded:

• Swapping failed device • Adding new user • Installing standard software

Service Operation


Against

External

Quality

Stability

Proactive

Balancing

Internal

Cost

Responsiveness

Reactive

Guidance on the activities

required for the maintenance

and management of live

services to agreed levels

Where the value is seen by

the customer

CSI – Continual Service Improvement


Plan

Do Check

Act

Define what you should measure

Define what you can measure

Gather the data

Process the data Analyse the data

Present and use the information

Implement corrective action

Guidance on how to continually align

and re-align IT services to changing

business needs

Focus on Process Owners and

Service Owners

Ensures that Service Management

processes continue to support the

business

Monitor and enhance service level

achievements

Adapt & Adopt

Analyse your environment

Determine the parts needed

Build a Business Case

Implement in steps

Adopting ITIL


Big versus small

ITIL Lite

Not Just for IT!


ISO/IEC 20000

Information Security

IT Governance and Risk Management

Improvement and Efficiency

Assessments

Other standards

Associated Topics


ISO/IEC 20000


Made up of multiple parts

ITIL in a QMS wrapper

Standard against which organisations can achieve certification

Service Delivery ProcessesCapacity Management

Service Continuity &

Availability Management

Planning & Implementation

Planning New Services

Management SystemsManagement Responsibility, Documentation

Requirements, Competences, Awareness & Training

Plan, Implement, Monitor, Improve

(Plan…. Do…. Check….. Act……)

Planning & Implementing New or Changed Services

Service Level Management

Service Reporting


Management

Budgeting & Accounting for

IT Services

Control ProcessesConfiguration Management

Change Management

Release Processes Relationship ProcessesResolution Processes

Release ManagementIncident Management

Problem Management

Business Relationship

Management

Supplier Management

Relationship between ITIL and ISO 20000


ISO 20000 Processes


Service Delivery ProcessesCapacity Management

Service Continuity &

Availability Management

Planning & Implementation

Planning New Services

Management SystemsManagement Responsibility, Documentation

Requirements, Competences, Awareness & Training

Plan, Implement, Monitor, Improve

(Plan…. Do…. Check….. Act……)

Planning & Implementing New or Changed Services

Service Level Management

Service Reporting


Management

Budgeting & Accounting for

IT Services

Control ProcessesConfiguration Management

Change Management

Release Processes Relationship ProcessesResolution Processes

Release ManagementIncident Management

Problem Management

Business Relationship

Management

Supplier Management



Overview

Coverage within ITIL

Relationship with ISO/IEC 20000

ISO/IEC 27001

IT Governance and Risk Management


Overview

Relationship with ITIL and

ISO/IEC 20000

COBIT and M_o_R

Standards

Governance and Management

• Governance ensures that enterprise objectives are achieved by

evaluating stakeholder needs, conditions and options; setting

direction through prioritisation and decision making; and monitoring

performance, compliance and progress against agreed-on direction

and objectives .

• Management plans, builds, runs and monitors activities in

alignment with the direction set by the governance body to achieve the

enterprise objectives .

(ISO 38500 Code of practice)

28

• COBIT 5 helps enterprises create optimal value from IT

by maintaining a balance between realising benefits and

optimising risk levels and resource use.

• COBIT 5 enables IT to be governed and managed in a

holistic manner for the entire enterprise, taking in the full

end-to-end business and functional areas of

responsibility, considering the IT-related interests of

internal and external stakeholders.

29

The COBIT 5 Framework

Improvement and Efficiency


Six Sigma

• What is it?

• Relationship with Service Management

Lean Service Management

• What is it?

Other improvement models

Assessments


CMMI / SPICE

• What is it?

• Relationship with Service Management

ISO/IEC 20000 part 8

Process assessment model

(in development, to be published as

ISO/IEC 15504-8)

Other Associated Topics


BS 25999 for Business Continuity Management

ISO/IEC 19770 for Software Asset Management

PMBOK and PRINCE2 for Project Management

SFIA Framework for managing roles/skills

AXELOS and the Future of ITIL

• True Joint Venture between Cabinet Office and Capita –

i.e. separate entity with two stakeholders

• Custodians of ITIL and PPM

• No longer bound by UK Government constraints

• Remit to provide industry leadership, build on existing

strengths, encourage growth

• Company to be fully operational from 1 January 2014

Who are AXELOS?

ITIL Stakeholders

Practitioners

Publishers

Owner and Official Reps

Industry Analysts

Technology Vendors

Media

Trainers

Customer Organisations

Trade Groups and

Associations

Exam Institutes

Consultants

Authors and Content Creators

AXELOS Engaging with Stakeholders ...

Further Learning


ITIL Foundation (3 day course)

The full ITIL books or the Key Element Guides (KEGs)

Internet forums and groups

• BCS; itSMF; LinkedIn; Facebook; ITSM Portal; ITSM Watch; IT Skeptic; and many more …

Attend a BCS SMSG or CMSG event, an itSMF regional group, a BrightTalk webinar, a Pink seminar …

Any Questions?


Contact Information


Ian Connelly

• [email protected]

• uk.linkedin.com/in/iancconnelly/

Chris Duncalf

• [email protected]

• uk.linkedin.com/pub/chris-duncalf/1/b23/818

mailto:[email protected]


http://uk.linkedin.com/pub/chris-duncalf/1/b23/818











Getting Started with IT Service Management...Getting Started with IT Service Management Ian Connelly...

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