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ITIL 2011 Update

Whats New & Whats Important

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Slide 1

itSM Solutions Publishing, LLC All rights reserved

ITIL 2011 Update

Whats new & whats important

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Slide 2


ITIL 2011 Updated overview

Chapters 1 & 2 identical in all volumes

Input/Output all lifecycle stages

Common structure All books

All processes

Functions clarified

Roles clarified

Most content remains unchanged

Some content moved to more rational locations

New processes 7-Step Improvement (CSI)

Design Coordination (Service Design)

Strategy Management for IT Services (Service Strategy)

Business Relationship Management (Service Strategy)

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Slide 3


Universal Changes Chapters 1 & 2 standardized (the rest kind of standardized)

Purpose, goals & objectives

Scope

Business Value

Etc.

Process standardized Purpose, goals & objectives

Scope

Value to the business

Policies, principles & basic concepts

Process Activities Triggers, Inputs/Outputs & Interfaces

Information

Critical Success Factors (for the process)

Challenges & Risks (when implementing)

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Slide 4


Continual ServiceImprovement

Lifecycle

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Slide 5


Continual Service Improvement In a nutshell

New Terms

CSI Register

New Process

7-Step Improvement Process

New or Expanded Roles Process Owner

Process Manager

Process Practitioner

Whats important 7-Step implements PDCA

CSI Register central to controlling improvement opportunities

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Slide 6


7-Step ImprovementIntroduction

Topics Discussed

Introduction

Purpose, Goals & Objectives

ScopeBusiness Value

Policies, Principles & Concepts

ActivitiesProcess

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Slide 7


Introduction

Improve

Strategy Design

Operation Transition

Seven Step Improvement

Program

Improve

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Slide 8


Purpose, Goals & Objectives Purpose

Define & Manage the activities necessary to identify, define,gather, process, analyze, present & implement improvements

Goals

Integrate with other lifecycle processes to improve

IT Services

Processes

Objectives

Identify improvement opportunities

Ensure optimized, cost effective service delivery Identify measurement & reporting needed to support

improvement

Continually review and match achievements to requirements

Match & review measurements to desired outcomes

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Slide 9


Scope All Service Providers

IT Service offerings

IT Service Management processes

Includes; Analysis of performance & capabilities

Partners

Technology

Continual alignment Service Portfolio Current & future needs

Exploitation of new technology

Organizational structure Capabilities

Functions

Roles

Skills

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Slide 10


Business Value Ensures desired business outcomes are met

Current

Future

Ensures continual assessment

Capabilities

Performance

Continuously seeks

Improvement opportunities

Strategic Business

Strategic IT

Process

Operational

Capability

Benefits

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Policies, Principles & Concepts Policies

Establish monitoring requirements

Ensure data integrity

Ensure reporting consistency

Clearly define Service Levels & Targets

Establish process CSFs & KPIs

Principles

Compare services to completive offerings

Review services in the context of new technology

Concepts

Adopt CSI as proactive

Integrate across the ITSM Lifecycle

Define staffing tools required to support CSI

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Slide 12


7-Step, Activities, Methods & Techniques

1.

Strategy forImprovement

2.

DefineMeasurement

3.

Gather

Data

4.

Process

Data

5.

AnalyzeInformation &

Data

6.

Present & UseInformation

7.

Implement

Improvement

The 7-StepImprovement

Process

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Slide 13


Step 1

Strategy for Improvement Identify the vision

What is the intended achievement

What is the impact of inaction on the business

How can improved services improve business outcomes

Analyze business & Service Provider strategy & plans

Revisit as needed

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Slide 14


Step 2

Define Measurement Identify & Link

Vision, Mission, Goals & Objectives

Critical Success Factors

Service Level Targets

Staff Roles & Responsibilities

Identify Data Collection Capabilities

Service Management Tools

Monitoring Capability

Reporting Tools

Query Tools

Modeling Tools

Identify Data Sources

Processes, Procedures & Work Instructions

Reports & Databases

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Slide 15


Step 3

Gather Data Monitor

Detect Exceptions ( is it down?)

Detect Resolutions ( is it up?)

Exhibit Flexibility to Accommodate DynamicNeeds Avoid Being Overwhelmed by Data

Spotlight Approach

Enable Close Cooperation between CSI & SO

Three Types of Metrics Technology

Process

Service

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Step 4

Process Data Establish processing frequency

Define data and output formats

Identify and implement required tools

Ensure Quality Assurance

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Step 5

Analyze Information & Data

Seek to identify trends

Positive & Negative

Establish corrective action requirements

Ensure conformance to plan

Meet established targets

Identify structural problems

Determine financial impact of service gap

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Slide 18


Vision to Measurement

Measurement

Vision

Mission

Goals

Objectives

CSF

KPI

Metrics

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Slide 20


Service Level Agreement Monitoring Chart

A

JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DECTarget

Period

B

C

D

E

F

G

H

Target Achieved

Target Threatened

Target Breached

SLAM Chart

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Slide 21


Step 7

Implement Improvement

Take action

Optimize

Improve

Correct services

Implement via Service Lifecycle

Strategy

Design

Transition Operations

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Slide 22


Service Operation

Lifecycle

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Service Operation In a nutshell

Better defined inputs & outputs

Operational activities of other process moved to other processes

New Process

None

New or Expanded Roles

None

Whats important

Optimizing service operational performance Service Operations expanded involvement across the lifecycle

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Slide 24


Service Transition

Lifecycle

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Service Transition In a nutshell

Optimizing ST performance metrics

Clarification of the management perspective

Expansion & clarification of Change Management

Application Management and Application Development

New Process None

New or Expanded Roles None

Whats important Expansion of Change Management Emotional cycle of Change

Managing organizational change

Organization/people and sourcing

Integrated approach to ST

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Service Design

Lifecycle

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Service Design In a nutshell

Coordination of design resources

Alignment with non-ITIL functions

Clarified Five Aspects of Design

Service Portfolio Design

Clarified Service Catalog Terminology

New Process Design Coordination

New or Expanded Roles None

Whats important Service Design coordination capability

Organizational capability

Coordination of individual service designs

Business & Technical catalogs name change

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Design Coordination

Topics Discussed

Introduction


ScopeBusiness Value


ActivitiesProcess

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Introduction

Improve

Strategy Design


Design Coordination

Service Catalog Management Service Level Management

Availability Management Capacity Management

Continuity Management Security Management Supplier Management

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Ensure Service Design goals & objectives are achieved

Goals

Coordinate Service Design activities & processes

Objectives

Ensure consistency of the Service Design stage

Coordinate design activities across projects, changes, etc.

Plan & coordinate resources & capabilities

Produce Service Design Packages (SDP) based on the services

charter

Manage quality criteria, requirements between SD and SS & ST

Improve SD activities & processes

Ensure the adoption of a common standard of design practices

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Scope Assist & support projects & changes

Service Design

Service Transition

Maintain policies & guidelines

Plan & forecast resources for SD activities

Coordinate, prioritize & schedule SD resources

Review, measure & improve SD performance

Activities

Processes Ensure utility & warranty requirements are addressed

Ensure production

Service Designs

Service Design Packages

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Value to the Business Improve probability of achieving intended business value

Projects

Changes

Reduce costs associated with reworking design issues

Support higher levels of customer & user satisfaction

Ensure architectural consistency

Focus on value & achieving desired business outcomes

Improve efficiency & effectiveness

Service Design activities Service Design processes

Improve design agility & quality

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Policies, Principles & Concepts Policies

Adhere to enterprise standards & conventions

Ensure governance & regulatory compliance

Establish standard

Document templates

Documentation plans

Training plans

Communication & marketing plans

Measurement & metric plans

Testing plans

Deployment plans

Establish conflict resolution for design resources

Establish cost models

Principles Balance & prioritization

Program & project integration

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Activities Overall design process activities

Macro Design Coordination (high level process stuff)

Define & Maintain policies and methods

Plan design resources & capabilities

Coordinate design activities

Manage design risks & issues

Improve Service Design

Individual design activities

Micro Design Coordination (low level instance process stuff)

Plan individual designs Coordinate individual designs

Monitor individual designs

Review designs & ensure handover of SDPs

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Design Coordination Overview

Information

Security

Management

Process

Capacity

Management

Process

Availability

Management

Process

ITSCM

Process

Supplier

Management

Process

Service Level

Management

Process

Service Catalog

Management

Process

ISMS

Overall Design Coordination Activities

Design Coordination Process **

CMSThe Service Design processes supportthe design of appropriate and

innovative IT Services, including theirarchitectures, processes, policies anddocumentation to meet the current

and future business requirements.

** The Design Coordination process supportscommon bi-directional information flows among

Service Design Activities & Processes.

Define Policies &

Methods

Coordinate

Design Activities

Manage Ris k &

Issues

Plan Resources

& Capabilities

Improve Service

Design

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Overall SD Lifecycle Activities Define & maintain policies & methods

Plan, design resources & capabilities

Coordinate design activities

Manage design risks & issues

Improve Service Design

Define

Service

De

sign

Activities&P

r

ocesses

Resource

Coordinate

Risk & Issues

Improve

Overall Design Coordination

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Individual Design Activities Plan individual designs

Coordinate individual designs

Monitor individual designs

Review designs & SDP handover

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Slide 38


Service Strategy

Lifecycle

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Service Strategy In a nutshell

Clarified Service Strategy concepts

New processes

New Process

Strategy Management for IT Services

Business Relationship Management

New or Expanded Roles

None

Whats important Business Relationship Management & SLM

Clarified concepts in Strategy Management for IT Services

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Slide 40


Service Strategy for ITServices Introduction

Topics Discussed

Introduction


ScopeBusiness Value


ActivitiesProcess

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Articulate how a Service Provider will enable an organization toachieve its desired business outcomes

Goals Establish decision making criteria & mechanisms

Optimize effectiveness & efficiency in IT services management

Objectives Analyze internal & external environments

Identify constraints

Agree on perspective

Establish position

Produce & Maintain strategy plans

Ensure translation of strategic plans to tactical & operationalplans

Manage changes to IT services strategy

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Slide 43


Scope Business & IT executives

Objectives, methods & resource prioritization

Cascading strategy across business units

Strategic to tactical to operational

Define & execute strategy to meet customers business

objectives

BusinessStrategy

ITStrategy

OtherBusiness

Units

The success of any organizations businessstrategy is dependent all of the subsidiary

business units aligning their respectivestrategic plans with it. In the case of the ITService Providers organization that includesnot only the strategy to achieve overallorganizational capability, but also individualstrategies for each of the IT Services it offers

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Business Value Articulate organizational objectives

Defines how strategic objectives will be achieved

Ensures resources & capabilities are aligned

Ensures stakeholder representation

Ensures IT Service Providers have the right set ofservices in the Service Portfolio

Enables the customer to articulate their needs

Enables a balanced approach to managing

Resources

Capabilities

Investments

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Policies, Principles & Concepts Establish a generic model for

service strategy Define

Execute

Measure

Service Providers External core to organizational

strategy

Internal provides tactical support fororganizational strategy

Provide direct feedback to executivemanagement Inadequate funding

Lack to required capability

Conflicting priorities

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Activities Strategic Assessment

Strategy Generation

Strategy Execution

Measure & Evaluate

SM for internal Service Providers

Assessment

ServiceStrategy

for

IT

ServicesA

ctivities

Generation

Execution

Measure &

Evaluate

Service

Provider

SM for IT Services

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Slide 47


Formulating Service Strategy

Strategic Assessment

Continual

Service

Improvement

Strategy Generation,

Evaluation & Selection

Adopt

Patterns of

Action

Craft a Plan

Form a

Position

Determine

Perspective

Analyze

Internal

Factors

Analyze

External

Factors

Establish

Objectives

Service

Strategy

Measurement

& Evaluation

Service Portfolio

Requirements

o Service Design

o Service Transition

o Service Operation

Actions

Plans

Policies

Vision

Measurement

& Evaluation

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Slide 48


Business RelationshipManagement Introduction

Topics Discussed

Introduction


ScopeBusiness Value


ActivitiesProcess

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Slide 49


Introduction

Improve

Strategy Design


Strategy Management

Service Portfolio Management Financial Management Demand Management

Business Relationship Management

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Purpose Goals & Objectives Purpose

Establish & maintain a business relationship

Goals Understand customer & needs

Meet customer IT Service needs

Establish boundaries for expectations, capabilities & costs

Objectives Understand customer perspective

Ensure customer satisfaction

Establish & maintain useful relationship with the customer

Identify changes in customers environment & their impact Monitor technology trends and potential impact

Ensure Service Provider is meeting customers needs

Ensure services and service levels deliver value

Mediate conflicting requirements

Establish formal feedback mechanisms

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Scope All business outcomes

Use & usage of current IT Services

Quality of service of delivered IT Services

Technology trends

Future service optimization

Service Provider representation

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Business Value Ensure the Service Provider

Understands customer needs

Meets business needs

Facilitate business & Service Provider communication

Provide conflict resolution

Focus on customer satisfaction

Improve the probability that service levels & targets aremet

MeetServiceTargets

UnderstandNeeds

CustomerSatisfaction

Communicate

ConflictResolution

ServiceProvider

BusinessCustomer

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Policies, Principles & Concepts BRM & Business Relationship Manager

Customer portfolio

Customer agreement portfolio

Customer satisfaction

Service requirements

Strategic relationships

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Customer Manage the opportunity

Request for Change (RFC)

Other types of requests

Feedback

BRM Process

BRM

Process

Initiation

Customer

Service Provider

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Service Provider Manage new opportunities

Manage existing services

Manage the demand

Understand financial impact

Manage feedback

BRM Process

BRM

Process

Initiation

Customer

Service Provider

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Itil 2011wb

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Transcript of Itil 2011wb