Making Best use of the revised guidance in ITIL V3 Ivor Macfarlane IBM Global Technology Services
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1 Making Best use of the revised guidance in ITIL V3 Ivor Macfarlane IBM Global Technology Services
2 Plan for this talk Kinds of guidance absolute rules, standards and good sense Evolution from function to process to service Realising service lifecycles already exist Importance of considering the full scope Approaches to applying expanded guidance Importance of seeing and planning for the full improvement process. 2 IBM, Disney, Paris 05 November 2008
3 The 3 kinds of best practice Universal truths standards Common sense 3 IBM, Disney, Paris 05 November 2008
4 ITIL progression Version 1 Version 2 Version 3 Function Process Service 4 IBM, Disney, Paris 05 November 2008
5 Process a gift from the good fairy of ITIL? No, because we always had processes ITIL V2, BS15000 and other good guidance made us look in a process way Once we see our processes, then we can improve them Discovery and inventions 5 IBM, Disney, Paris 05 November 2008
6 Process was not new Gave us a way to see Identify and improve Teach us how to see But they are tools Based on experience 6 IBM, Disney, Paris 05 November 2008
7 Finally we can do service management Focus on service See how we fit in to the customer s world So need to know our services and our customers Not always so easy as it sounds Find your customer Find their service perspective 7 IBM, Disney, Paris 05 November 2008
8 Finding your service is important Don t get fooled by complicated components means end 8 IBM, Disney, Paris 05 November 2008
9 Who are your services actually for? customer public supplier IT 9 IBM, Disney, Paris 05 November
10 Do we mean (service) lifecycle? Operate Design Transition 10 IBM, Disney, Paris 05 November 2008
11 Frogs, people and services Usually just the one life each With a structure of life components 11 IBM, Disney, Paris 05 November 2008
12 The extended guidance in ITIL V3 From concept to refinement Strategy and portfolio Deliberate design not undirected evolution Evaluation - establishing and assuring usefulness Continual service improvement 12 IBM, Disney, Paris 05 November 2008
13 Finding the service lives you have Find some elements of lives in your service offerings Are there gaps? Are they really services? is there a higher level you can see now Is there a customer for that service Can you see where support processes (should) live within your structure 13 IBM, Disney, Paris 05 November 2008
14 Evidence of our service life being there Strategy Design Transition Operation Improvement Budgets Customers Services Assessments Capabilities Resources Assets Opportunities Architecture Technology Services Suppliers Relationships Partners Ideas Changes CIs Knowledge Projects Data Information Incidents Problems Events Technicians Functions Processes Ideas Experiences Statistics SLAs Opinions Critics 14 IBM, Disney, Paris 05 November 2008
15 Indicators and integration What do your processes do to support service life? Is it what they should do? Do you do things you don t need for the service life you actually have Is it harder to stop doing things than to start? Organisational inertia and political requirement 15 IBM, Disney, Paris 05 November 2008
16 Service lifecycle and processes Service lifecycle Processes and functions 16 IBM, Disney, Paris 05 November 2008
17 Considering the full scope Sources of improvement ideas Duplication and synergies Common processes Combining resource/contract (Re-)establish the need 17 IBM, Disney, Paris 05 November 2008
18 Applying the expanded guidance Service focus addressing most painful aspects Technology and other innovations targeted on business needs Considering both utility and warranty Metrics that reflect business desires Speed or safety? Security or accessibility SOX or Andretti? 18 IBM, Disney, Paris 05 November 2008
19 Matching process to need Matching rigour and sophistication to actual situation Change management rigour Configuration simple spreadsheet or auto-discovery? Heterogeneous and homogenous Don t expect to justify processes and elements separately What is the value of a wheel? 19 IBM, Disney, Paris 05 November 2008
20 Improvement process Continual service improvement applies to: Services that exist get the proper picture of it and then you might see improvement opportunities Processes are you doing enough or maybe too much How you consider, justify, design and then deliver services Look for business changes Business results Business plans Industry analysts 20 IBM, Disney, Paris 05 November 2008
21 Learning from history Incidents and complaints Surest source of lessons Service desk know already Similarities Within your organisation Ask your friends Supplier advice 21 IBM, Disney, Paris 05 November 2008
22 Questions and thoughts? now or later 22 IBM, Disney, Paris 05 November 2008
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