Presentation: Life In An ITIL V3 Environment
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This document discusses attaining IT service maturity through implementing ITIL best practices. It begins with background on an ITSM conference and a general lack of awareness about ITSM benefits. It then discusses concepts of service maturity, defining IT service management and describing the five core areas of ITIL v3: service strategy, design, transition, operations, and continual service improvement. Finally, it proposes a framework for ITIL implementation involving people, processes, and technology and achieving a balanced approach over time.
Presentation: Life In An ITIL V3 Environment
- 1. Attaining IT Service MaturityWhys, whats & howsLead presentation in the Vyom Labs IT Service Management ConferencebyAtul KherdePractice Head (ITSM)atul@vyomlabs.com
- 2. Background on the conferenceGeneral lack of awareness about ITSM benefits Across the boardVisionary approach – rarely seenCustomer ‘closure’ rather than 'needs’ driven approachPlethora of incomplete implementation effortsGiving a ‘bad name’ to ITSM/ITILVyom Labs being an end-to-end solutions provider in this space wishes to contribute towards the global spread of ITIL / ITSM best practices.
- 3. IT Service MaturityHow far to go?Life in an ITIL v3 Environment…How to go that far?Suggested implementation sequence - ISO 20 000
- 4. What is IT Service Management?Understanding Services SensibilitiesOrdinary items, Bank Token serviceFor best results, an IT Establishment should be operated as a SERVICE MANAGEMENT ESTABLISHMENTIT Service Management is a structured approach to IT service delivery and support based on ITIL best practicesITIL v3 scores over v2 by ensuring faster processing of new or changed services by adopting a service lifecycleapproachIT Service Management is a set of good/best practices to manage IT Services largely based on ITILITIL v3 is a set of 5 books on complete service lifecycleStrategy, Design, Transition, Operations & CSI
- 5. Gartner Group Maturity ModelValueThis curve denotes GROUP maturity as distinct from individual maturityServiceProactiveReactive Fire Fighting
- 6. Concepts of Service MaturityService Request – menu card offering Incident – unexpected ‘goof up’ on a serviceStability index: Ratio of Incidents / Service requestsAirline industry ?Hospitality industry ? And How much for IT Industry?Induction maturityLead Time for delivering productive service for fresherHow far to go?IT Industry has to go really really faar..!
- 7. What is ITIL?ITIL is a public framework that describes Best Practices in IT service managementInitial version consisted of 31 associated books covering all aspects of IT service provisionIt was then revised & replaced by 7 more closely connected and consistent books in ITIL v2In 2007, ITIL v3 with five core books was releasedV2 advocated a process based approach Best kitchenV3 promotes a service lifecycleGet the Menu Card correct
- 8. ITIL v3 Core
- 9. Phase-wise focal points in ITIL v3The Business / CustomersRequirementsServiceStrategyRequirementsConstraintsPoliciesStrategiesServiceDesignSDP sStandardsArchitecturesSolutionDesignsServiceTransitionService PortfolioService CatalogueSKMSTestedsolutionsTransitionPlansService OperationOperationalServicesOperationalPlansContinual ServiceImprovementImprovementactions and plansOver its lifetime, every service iterates many times through this cycle
- 10. Five major areas of Service DesignService Portfolio DesignDesign of Services: Identification of Business RequirementsDefinition of Service requirementsTechnology and architectural designProcess designMeasurement designIntegrated design:Service Design Package
- 11. Service ModelService ModelpaFunctionWhat HAPPENS there?StructureWhat IS there?Service OperationService Model Facilitates collaboration & communication in the service life cycle.
- 12. Service V Model
- 13. Life in v3 Service LifecycleRole of IT: Business enabler rather than supporterWhy - Service strategyWhat – Service DesignHow – Service TransitionDo it! – Service Operations Do it better – Continual Service ImprovementEmphasis on IT Services rather than processFaster processing of new service proposalsQuicker diagnosis and resolution of predicamentsHigh Service Maturity characterized by predictable service delivery
- 14. IT Service MaturityHow far to go?Life in an ITIL v3 Environment…How to go that far?Suggested implementation sequence for ISO 20 000
- 15. An exciting journey of continuous improvementIT Service Quality is not a destination…ISO 20 000 and beyond…It is a journey…
- 16. PeopleITIL trainings (from Foundation to ITIL Expert level), Orientation, Mobilization and Rollout workshops`ProcessProcess Discovery, Design, Documentation, KPI Design, Dashboard Design and Report creation and Process Implementation with appropriate trainingTechno-logyDocument Control System, CMDB, CMS, ITSM Tool, Customization, Testing and Hand-holding after go-liveBalance these three critical areas…A healthy balance between the three critical areas essential People Processes and TechnologyAll implementation efforts should happen as a part of a larger planOrganizations should try to get a single point of contact.
- 17. ITIL Implementation Framework10-14Time (weeks):1-214-1610-12ITSMAssessITSM PlanITSMImplementITSMManageWhat is the Vision?Where do we want to go?How do we get to our Vision?How do we know we have succeeded?Where are we now?How to keep the Momentum?
- 18. The take aways…ITIL is the de-facto standard in IT Service Management worldwideGlobally, ITIL/ITSM is the way to go for IT Management careersIndividuals have clear certification paths Organizations look at ISO 20 000 Suggested Actionable:What is in it for me?
- 19. Thank You!Questions?Atul KherdePractice Head (ITSM)atul@vyomlabs.com