Introduction to ITILv3

ITIL Version 3:Introduction

Martyn Birchall

Product Management

2 April 18, 2023

Topics• ITIL recap• The version 3 project• Overview• What is new or changed

For HP and Partner Internal Use. May not shared externally.

4 April 18, 2023

OperateOptimize Deploy Build Design

Requirements

Use

rsC

ustomers

Services Supplier Relationship Management

Business Relationship

Mgmt

Liaison, Education, Messaging

and Communicat

ions

Review, Planning & Development

Service desk

Incident Mgmt

Configuration Mgmt

Problem Mgmt

Availability Mgmt

Service Level Mgmt

IT Service Continuity Mgmt

Financial Mgmt

Capacity Mgmt

Release Mgmt

Change Mgmt

Evaluate

Maintain Plan

Implement

Control

Design & Planning

Technical Support

Operations

Deployment

ImplementImplement

Hardware

ImplementImplement

Networks

ImplementImplement

Environment

ImplementImplement

Processes

ImplementImplement

Database

ImplementImplement

Software

IT Service ManagementBusiness

Perspective Security Management

Application Management

ICT Infrastructure Management

Planning to Implement Service Management

What is the Vision?

Where are we now?

Where do we want to be?

How do we keep the momentum

going?

How do we get to where we want to

be?

How do we know we have reached our milestones?

Bu

siness P

rocesses

Th

e Tech

no

log

ySummary of ITIL®v2 Processes

C Level ITSM Strategy aligned with the Business Needs

ITIL implementation in phases of Continuous Improvement

Source: ITIL® IT Service Management Books (+HP)For HP and Partner Internal Use. May not shared externally.

5 April 18, 2023

Why Update ITIL?

• The industry has matured since 2000

• ITIL v2 tells us ‘what’ not ‘how’

• What is the Return on Investment?

• What about suppliers and customers?

• An integrated process model

• Application in different contexts


Version 3 project

7 April 18, 2023

High level project• Version 2 feedback sessions

− itSMF

− Vendors

− Consulting

• Definition of Version 3− Lifecycle approach

− 5 core books

• Open bids for contributions• itSMF selection• Books authored and reviewed• Launch


8 April 18, 2023

Next steps• It is not finished…

−Now working on “value add” and “complementary”

• Books are not intended to be static−Bloggs

−Updates

• Training−Foundation is decided

−Practitioner close

−Manager split in to two levels work in progress


9 April 18, 2023

HP Contributions to ITIL® Refresh• ITIL® Advisory Group

−Ken Wendle−Jeroen Bronkhorst

• ITIL® Authors−Glossary

• Stuart Rance and Ashley Hanna

−Service Operations• David Wheeldon and David Cannon

• ITIL® Process Model development−Jeroen Bronkhorst


Overview

11 April 18, 2023

V3 – anyone not seen this?

ServiceTransition

Continual ServiceImprovement

ServiceOperation

ServiceDesign

ServiceStrategies

ITIL

Governance Methods

Te

mp

late

s

Qualifications

ServiceTransition


ServiceOperation

ServiceDesign

ServiceStrategies

ITIL

ServiceTransition


ServiceOperation

ServiceDesign

ServiceStrategies

ITIL

Governance Methods

Te

mp

late

s

Qualifications

Governance Methods

Te

mp

late

s

Qualifications

Best Practices• CMMI• TOGAF• eTOM• Six Sigma• PMBOK• PRINCE2• SOA• COBIT• M_o_R Standards

• ISO/IEC 20000• ISO/IEC 17799• ISO/IEC 19770

• SOX• Certified Training


12 April 18, 2023

Practical Decision MakingPractical Decision Making

CIO’sCIO’sIT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersVendorsVendors

Business Eco systems

From value chains to value nets

Adaptive processes for customers, services and strategies

Linking to external practices and standards

Managing uncertainty and complexity

Increasing the economic life of services

Selecting, adapting and tuning the best IT service strategies


13 April 18, 2023

Pragmatic Service BlueprintPragmatic Service Blueprint

IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors

Policies, Architecture, Portfolios, service models

Effective technology, process and measurement design

Outsource, shared services, co-source models? How to decide & how to do it

The service package of utility, warranty, capability, metrics tree

Triggers for re-designFor HP and Partner Internal Use. May not shared externally.

14 April 18, 2023


Newly designed Change, Release & Newly designed Change, Release & Configuration processesConfiguration processes

Risk and quality assurance of designRisk and quality assurance of design

Managing organization & cultural change Managing organization & cultural change during transitionduring transition

Service management knowledge systemService management knowledge system

Integrating projects into transition Integrating projects into transition

Creating & selecting transition modelsCreating & selecting transition models

Managing change, risk & Managing change, risk & quality assurancequality assurance


15 April 18, 2023

Responsive, stable servicesResponsive, stable services


Robust end to end operations practicesRobust end to end operations practices

Redesigned, incident and problem Redesigned, incident and problem processesprocesses

New functions and processesNew functions and processes

Event, technology and request Event, technology and request managementmanagement

Influencing strategy, design, transition Influencing strategy, design, transition and improvement and improvement

SOA, virtualization, adaptive, agile service SOA, virtualization, adaptive, agile service operation modelsoperation models


16 April 18, 2023

Measures that mean somethingMeasures that mean something& improvements that work& improvements that work


The business case for ROIThe business case for ROI

Getting past just talking about itGetting past just talking about it

Overall health of ITSMOverall health of ITSM

Portfolio alignment in real-time with Portfolio alignment in real-time with business needsbusiness needs

Growth and maturity of SM practiceGrowth and maturity of SM practice

How to measure, interpret and How to measure, interpret and execute resultsexecute results


What is new or changed…

18 April 18, 2023

Global Collaboration

• Public opinion surveys

• ITIL Advisory Group – 40 countries

• ITSM community stakeholders

• Standards, Qualifications, Practices

• Rapid language translations

• Formal mappings

• Integrated Service Lifecycle process maps


19 April 18, 2023

New Processes

• Service Design Process

• Asset Management

• Knowledge Management

• Event Management

• Request Fulfillment

• Access Management

• Service Improvement Process


20 April 18, 2023

What is a ‘Service’?• 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


21 April 18, 2023

What is Service Management?

‘Service Management’ is a set of specialized organizational capabilities for providing value to customers in the form of services


22 April 18, 2023

Service Catalogue• Part of the Service Portfolio• Services available for deployment or use• Information to be shared with customers• Business Service Catalogue

−Services of interest to customers

• Technical Service Catalogue−Underpinning services of interest to IT


23 April 18, 2023

Service Knowledge Management System

Service Portfolio

ServicePipeline

ServiceCatalogue

Service Lifecycle

Service Status:

RequirementsDefined

AnalyzedApprovedCharteredDesigned

DevelopedBuildTest

ReleaseOperational

Retired

Customers/Users only allowed accessto services in this

range

Service Portfolio

RetiredServices


24 April 18, 2023

Service Strategy…• Service Strategy Activities

−Define the market

−Develop the offerings

−Develop strategic assets

−Prepare for execution

−Service Portfolio Management (SPM)


25 April 18, 2023

Service DesignFive major aspects of Service Design:

• Design of the service solutions; functional requirements, resources, capabilities needed & agreed

• Service management systems and tools, especially the Service Portfolio

• Design of the technical and management architectures and supporting tools

• Design of the ITSM processes• Design of the measurement systems,

methods and metrics


26 April 18, 2023

Service Design Processes

•Service Level Management

•Service Catalogue Management

•Availability Management

•Information Security Management

•Supplier Management


27 April 18, 2023

Configuration Item (CI)• Anything that needs to be managed in order to

deliver an IT Service • CI information is recorded in the Configuration

Management System• CI information is maintained throughout its

Lifecycle by Configuration Management• All CIs are controlled by Change Management• CIs typically include

− IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs


28 April 18, 2023

Configuration Management System• Information about all Configuration Items

− CI may be entire service, or any component− Stored in 1 or more databases (CMDBs)

• CMS stores attributes− Any information about the CI that might be needed

• CMS stores relationships− Between CIs− With incident, problem, change records etc.

• CMS has multiple layers− Data sources and tools, information integration,

knowledge processing, presentation


29 April 18, 2023

Knowledge Management• “The process responsible for gathering,

analysing, storing and sharing knowledge and information within an organisation.The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.”


30 April 18, 2023

Data, Information, Knowledge and Wisdom (DIKW)

Wisdom

Knowledge

Information

Data


31 April 18, 2023

Service Knowledge Management System

Data and Information

InformationIntegration

Layer

Knowledge Processing Layer

Presentation Layer

CMDB

CMDB

DML

Configuration management system

Service Knowledge base

Wisdom – ability to make decisions


32 April 18, 2023

Definitive Media Library• Master copies of all software assets

−In house, external software house , COTS…

−Scripts as well as code

−Management tools as well as applications

−Including licenses

• Quality checked−Complete, correct, virus scanned…

• The only source for build and distribution


Q&A…?

34 April 18, 2023

Sample bullet slide• Keep points clear and simple• Try not to exceed six bullets• Use as little text as possible• Edit your copy to fit the recommended font

sizes• Do not use bullet slides as a substitute for

speaker notes• To emphasize text, change the color only to

medium orange (don’t make text bold or italic)


35 April 18, 2023

Titles and SubtitlesTitle—Futura Book, 36 pt.

• Select the subtitle text box above, copy and paste it onto slides with subtitles

−Vertical position setting for subtitle is 1.36”

−Horizontal position setting for subtitle is .51”

−This will keep the subtitles will be in the same position throughout the presentation and eliminate distracting jumping from slide to slide

• The bullet text box must also be moved down, to a vertical position 2.10” from top left corner

Subtitle—Futura Heavy, 24 pt. HP dark gray


36 April 18, 2023

Capitalization• Capitalization standard is sentence case

for:−Presentation titles

−Slide titles and subtitles

−Bullet text

−Diagram labels and callouts

• Sentence case=capitalize first word only• Capitalize proper names, product names,

etc.


“This is a sample quote slide. Select this text box and type your quote inside the quote marks.”

Source: type here

April 18, 202337 For HP and Partner Internal Use. May not shared externally.

38 April 18, 2023

Point 1

Agenda or emphatic list style—no subtitle

Point 2

Point 3

Point 4

Point 5


39 April 18, 2023

Point 1

Agenda or emphatic list stylewith subtitle

Point 2

Point 3

Point 4

Subtitle goes here


40 April 18, 2023

Slide with Bullets and Summary Box• Short summary statements or single key

points can use this box treatment for maximum emphasis

• Choose one of these box treatments and use it consistently throughout your presentation Choose one of these box treatments for your deck: this one is

a summary statement without a quote (no source text needed)

“Choose one of these box treatments for your deck: this one is a quote.”

Source of quote goes here

If anything on your slide covers the logo or other background graphics, create a white rectangle to cover background

graphics and “send to back"


41 April 18, 2023

PowerPoint table

Column head Column head Column head Column head

Row head Data Data Data










42 April 18, 2023

Data chart editing instructions:adding or deleting rows and columns

• To activate Table editing tools, choose “View” in the toolbar, then go to “Toolbars” and select “Tables and Borders”

− The Table and Border editing tools will appear, usually at the top of your work area

• Select the section of the table you want to change

• Select the little down arrow next to the word “Table” to make the dropdown menu appear

• Choose the editing action you need to perform (insert or delete rows or columns, change fill colors, etc.)


43 April 18, 2023

Box treatment: two points

Bullet Point Bullet Point Bullet Point

Header

Bullet Point Bullet Point Bullet Point

Header


44 April 18, 2023

Customer success style: title = company nameIndustry identifier

Quotation source, title

“Customer quotation indicating results or comments about how HP Software and BTO attributed to their success.”

Objective Approach Results

• Optimize continuity and front line effectiveness through IT centralization and consolidation

• Reduce costs through in-sourcing Enterprise Monitoring

• Improve governance of complex business systems

Operations•Network Management Center

−Network Node Manager−RAMS−Performance Insight

•Operations Center−Operations Manager−GlancePlus−Performance Manager

•Service Management Center−Service Desk

• Merged two service centers to create new Boral Shared Business Services (SBS)

• Improved service level performance by 5% across all priority levels in first 3 months

• Network incidents reduced 45%; achieved service availability targets

• 46% cost savings from in-sourced Enterprise Monitoring services


45 April 18, 2023

Column chart—brights

Source Area: Future Book 14 pt

0

15

30

45

60

May June July

East

West

North

South

Northeast

Central

Keep your charts colored either in the bright or the neutral color set. Keep format colors as is.Don’t ungroup charts—make all possible changes in charting program. To access charting program to edit data, double click on chart.


46 April 18, 2023

Pie chart—brights

33%

33% 33%

May

July

June



47 April 18, 2023

Line chart—brights

0

15

30

45

60

May June July

East

West

North

South



48 April 18, 2023

Column chart—neutrals

Source Area: Future Book 14 pt

0

15

30

45

60

May June July

East

West

North

South



49 April 18, 2023

Pie chart—neutrals

33%33%

33%

May

July

June



50 April 18, 2023

Line chart—neutrals

0

15

30

45

60

May June July

East

West

North

South



51 April 18, 2023

Sample organization chartGroup/DepartmentName

Department NameName

Department NameName

Department NameName

Department NameName

Department NameName

Department NameName

Department NameName

Department Name Name

Department Name Name

Department NameName

Department NameName

Department NameName

Department NameName

Department NameName

Department NameName

Department NameName

Department NameName

Department NameName


52 April 18, 2023

HP light color palette

207103130

2040

102

1630

81

RGB

255148

75

23595

1

16260

6

253198

67

242171

1

172123

0

2224667

1762846

1191931

156219

44

100185

0

41133

39

0152246

0113180

072

116

RGB

53143104

369771

256749

110125222

83100203

4661

154

Mini palette

171166159

123123121

203201189

Standard line width is 1.5 pt.These are the standard arrowheads:


Introduction to ITILv3

Documents

Transcript of Introduction to ITILv3