ITSM Overview Presentation
Transcript of ITSM Overview Presentation
IT Service IT Service Management Management AcademyAcademy
Session 1Session 1
March 6, 2006; 8:30 a.m. – March 6, 2006; 8:30 a.m. – noonnoon
Melody Riley & Janet GerlingMelody Riley & Janet Gerling
AgendaAgenda
Welcome & IntroductionsWelcome & Introductions Academy OverviewAcademy Overview Academy Framework & ToolsAcademy Framework & Tools Academy Charter DevelopmentAcademy Charter Development Session Wrap-upSession Wrap-up
Welcome & Welcome & IntroductionsIntroductions
NameName AgencyAgency Role in AgencyRole in Agency ExpectationsExpectations
BackgroundBackground
ITAM Project & IT Asset Mgmt. ITAM Project & IT Asset Mgmt. PolicyPolicy
ITSM IRRITSM IRR RFP StatusRFP Status Scope of WorkScope of Work
Academy OverviewAcademy Overview
PurposePurpose Academy ApproachAcademy Approach
– Project-based learning environmentProject-based learning environment– Very participative/group activityVery participative/group activity– Focus on industry best practicesFocus on industry best practices– HomeworkHomework
OutcomesOutcomes
Academy Academy Framework & ToolsFramework & Tools
Dynamic Systems Development Dynamic Systems Development Methodology (DSDM)Methodology (DSDM)
Project ManagementProject Management Remedy ITSM SuiteRemedy ITSM Suite ITSM Academy RepositoryITSM Academy Repository IT Infrastructure Library (ITIL)IT Infrastructure Library (ITIL)
DSDMDSDM
Iterative ProcessIterative Process Joint Application DesignJoint Application Design Timeboxing and Priortization-Timeboxing and Priortization-
MoSCoW RulesMoSCoW Rules
DSDM-MoSCoW DSDM-MoSCoW RulesRules
Must haveMust have Should haveShould have Could haveCould have Want to have but Won’t have this Want to have but Won’t have this
time aroundtime around
System System Development Development MethodologyMethodology
A Systems Development Methodology A Systems Development Methodology defines the manner in which an IT defines the manner in which an IT system will be built. A methodology system will be built. A methodology prescribes a set of processes, prescribes a set of processes, deliverables, and decisions that need to deliverables, and decisions that need to be made at various points in the system be made at various points in the system development. Two major development. Two major methodologies exist:methodologies exist:– Waterfall MethodologyWaterfall Methodology– Spiral MethodologySpiral Methodology
WaterfallWaterfall
DSDMDSDM
Key DifferencesKey Differences
Functionality
Functionality
Resources Time
Resources Time
DSDM
Waterfall
Fixed
Variable
Benefits of DSDMBenefits of DSDM
Users are more likely to take ownershipUsers are more likely to take ownership Risk of building the “wrong” system is Risk of building the “wrong” system is
greatly reducedgreatly reduced System is more likely to meet the “real” System is more likely to meet the “real”
requirementsrequirements Users will be better trainedUsers will be better trained Implementation is more likely to go Implementation is more likely to go
smoothlysmoothly
Phases in DSDMPhases in DSDM
Feasibility StudyFeasibility Study Business StudyBusiness Study Functional Model IterationFunctional Model Iteration Design & Build IterationDesign & Build Iteration ImplementationImplementation Notice: No Maintenance or Notice: No Maintenance or
Testing phase!Testing phase!
Feasibility PhaseFeasibility Phase
Check for feasibility of project based Check for feasibility of project based on budget and human resources.on budget and human resources.
Establish and follow a portfolio Establish and follow a portfolio management methodologymanagement methodology
Ensure that there is agreement on Ensure that there is agreement on and suitability for DSDM (or and suitability for DSDM (or whatever methodology is to be whatever methodology is to be followed)followed)
Business Study Business Study PhasePhase
High Level ScopeHigh Level Scope High Level requirements are High Level requirements are
baselinedbaselined Agree on System ArchitectureAgree on System Architecture Define Objectives, Challenges, Define Objectives, Challenges,
and Success Measuresand Success Measures
Functional Model Functional Model IterationIteration
Focus is on refining high level Focus is on refining high level business and information business and information requirements. Iteration consists of:requirements. Iteration consists of:– Identify what is to be producedIdentify what is to be produced– Agree how and when to do itAgree how and when to do it– Create the productCreate the product– Check that the product has been Check that the product has been
produced correctlyproduced correctly
Design & Build Design & Build IterationIteration
Focus is on ensuring that the Focus is on ensuring that the system is of sufficiently high system is of sufficiently high quality to be placed in the hands quality to be placed in the hands of the users.of the users.
End product is a completely End product is a completely tested system to which non-tested system to which non-essential requirements can be essential requirements can be added over timeadded over time
ImplementationImplementation
Transfer from operational to Transfer from operational to production environment. Four possible production environment. Four possible outcomes:outcomes:– Everything was delivered; no further Everything was delivered; no further
developmentdevelopment– New functional area was discovered (back to New functional area was discovered (back to
business study phase)business study phase)– Non-essential functionality was not delivered Non-essential functionality was not delivered
(back to functional model iteration)(back to functional model iteration)– Non-functional requirements was not delivered Non-functional requirements was not delivered
(back to design & build iteration)(back to design & build iteration)
Project Project ManagementManagement
CharterCharter ScheduleSchedule Resources (Staff & Funding)Resources (Staff & Funding)
Remedy ITSMRemedy ITSM
Currently being used by 4 Currently being used by 4 agenciesagencies
Met technical requirements in Met technical requirements in previous IT Asset Management previous IT Asset Management procurementsprocurements
Uses ITIL frameworkUses ITIL framework
ITSM Academy ITSM Academy RepositoryRepository
OnlineOnline Updated WeeklyUpdated Weekly All Agendas postedAll Agendas posted All session outcomes postedAll session outcomes posted
IT Infrastructure IT Infrastructure LibraryLibrary
Project Charter Project Charter DevelopmentDevelopment
Group ExerciseGroup Exercise
Session Wrap-UpSession Wrap-Up
Individual Brainstorm WorksheetIndividual Brainstorm Worksheet Next SessionNext Session
– Academy Kick-OffAcademy Kick-Off– Monday, March 13, 2006Monday, March 13, 2006– 8:30 a.m. – noon8:30 a.m. – noon– P&D Large Conference Rm.P&D Large Conference Rm.