- 1. IPMA 2006 ITIL in Practice The Alignability Process Model
and HP OpenView Service Desk Presented by Sierra Systems and Lilien
Systems ITIL is a Registered Trade Mark, and a Registered Community
Trade Mark of the Office of Government Commerce, and is Registered
in the U.S. Patent and Trademark Office.ITIL Glossaries/Acronyms
Crown Copyright Office of Government Commerce. Reproduced with the
permission of the Controller of HMSO and the Office of Government
Commerce.Alignability Process Model is a trademark of Service
Management Partners, Inc.
2. What is Information Technology ServiceManagement (ITSM)?The
implementation and management of Quality ITServices that meet the
needs of the Business.IT Service Management is performed by IT
Service Sierra SystemsProviders through an appropriate mix of:
People Process and Information Technology.ITIL Glossaries/Acronyms
Crown Copyright Office of Government Commerce. Reproduced with the
permission of the Controller of HMSO and the Office of Government
Commerce. 3. What is the Information TechnologyInfrastructure
Library (ITIL)?A set of Best Practice guidance for IT Service
Management. ITIL is owned by the OGC and is developed in
conjunction with the itSMF. ITIL consists of a series of
publications giving guidance on the provision of Quality IT
Services, and on the Sierra Systems Processes and facilities needed
to support them. ITIL is now the most widely used and accepted
approach to IT Service Management in the worldITIL
Glossaries/Acronyms Crown Copyright Office of Government Commerce.
Reproduced with the permission of the Controller of HMSO and the
Office of Government Commerce. 4. What is the Alignability Process
Model?The Alignability Process Model provides field-proven
ITService Management processes for HP OpenViewService Desk.The
Alignability processes are based on a combinationof the
best-practice ITIL methodology and the Total Sierra SystemsQuality
Management principle of continuous improvement.Alignability Process
Model is a trademark of Service Management Partners, Inc. 5.
Introduction to Sierra Systems Started in 1966, now more than 800
employees across North America. WA State for almost 20 years
Current ITSM / ITIL Core Practice AreasExpertise Sierra Systems
Business Consulting 144 ITIL Foundation certified Solutions
Delivery 6 ITIL Practitioner Certified Managed Services 8 ITIL
Manager Certified ITIL Practice established(+ 12 pending 2006) 1993
Extensive track record of successful projects ITSM Center of
Excellence 6. Sierra Systems Locations Sierra Systems
http://www.sierrasystems.com 7. Sierra Systems ITSM / ITIL Recent
ProjectExperienceHP OpenView Service Desk and Alignability Process
Model(State Government) with partner, Lilien SystemsITIL Awareness
Planning/Training (State Government)ITIL Service Improvement
Program (National Bank)ITIL Strategy for executives
(Health/Insurance, Telecom) Sierra SystemsITIL Assessment IT
Operations Group (Internet)SOE / ITIL Strategy for Infrastructure
Services (Internet)SAS 70 / ITIL Project Oversight (Telecom
Service)Enterprise ITIL Implementation (On-line Entertainment) 8.
Introduction to Lilien SystemsPrivately HeldFounded in 1984Office
Locations Seattle, Washington Sierra Systems San Francisco,
CaliforniaCoverage 13 Western States (HQ)Premiere Solution
Provider90 On-Staff Technical Certificationswww.lilien.com 9.
AgendaIntroductionThe ITIL FrameworkThe Alignability Process Model
(Lilien Systems)Benefits of IT Service Management using ITIL and
the Sierra SystemsAlignability Process Model (Lilien
Systems)Questions 10. WelcomeWho hasattended an ITSM / ITIL
information or awareness session?attended itSMF meetings or
conferences?received any ITIL training?obtained ITIL certification?
What level? Sierra Systemsparticipated in an ITIL assessment?Who
isin the process of implementing ITIL? What phase? 11. Where is
ITIL being used? Public Sector visionariesPracticed by hundreds
ofcreated a framework basedthousands of IT professionals,on IT best
practices in privatewith a rapidly increasing numberand public
organizations,becoming certifiedthen made it available to all. And,
ITIL plays well with others: Sierra SystemsGlobal de facto standard
Six Sigma Align IT services with business CMM needs COBIT Improve
IT service quality PMI / PRINCE2 Reduce long term IT costs
GMAPAdopted by IT industryleaders 12. Common
Challenges/DriversKnowledge loss through loss of staff Fewer staff
to accomplish the work Growing dependency on IT services Increasing
difficulty managing IT assets Sierra Systems Poor quality and/or
high cost of IT services Increased visibility of Incidents
Compliance and accountability pressures 13. Y E ARSU NTThe ITIL
FrameworkIS IM E LMPCOOGC Publications Sierra Systems itSMF Pocket
Guidesand Dictionaries 14. ITIL Service Management Core Service
Support - The core IT Service Management Processes that have an
Operational focus. These are: Incident Management Problem
Management Configuration Management Change Management Release
Management. Service Support also includes the Service Desk. Sierra
Systems Service Delivery - The core IT Service Management Processes
that have a Tactical or Strategic focus. In ITIL these are: Service
Level Management Capacity Management IT Service Continuity
Management Availability Management Financial Management for IT
Services.ITIL Glossaries/Acronyms Crown Copyright Office of
Government Commerce. Reproduced with the permission of the
Controller of HMSO and the Office of Government Commerce. 15. Goals
of Service Support ProcessesService Desk*: provide a single,
central point of contact Incident Management: restore service ASAP
Problem Management: resolve problems permanently Configuration
Management: track state and Sierra Systems relationships of all
managed service components Change Management: minimize
change-related incidents Release Management: anticipate impacts of
all aspects of a release requiring a change to an IT service * Note
that Service Desk is a Function, not a process. 16. Goals of
Service Delivery Processes Service Level Management: cycle of
agreeing,monitoring and reporting to meet customers
objectiveFinancial Management for IT Services: understand,optimize,
and (optionally) recover IT costs.Capacity Management: provide
agreed capacity and Sierra Systemsperformance cost effectivelyIT
Service Continuity Management: ensure servicescan be recovered
within agreed timescalesAvailability Management: optimize
capability to deliver acost effective and sustained level of
service availability 17. Common Challenges/Drivers
revisitedKnowledge loss through loss of staff Fewer staff to
accomplish the work Growing dependency on IT services Increasing
difficulty managing IT assets Sierra Systems Poor quality and/or
high cost of IT services Increased visibility of Incidents
Compliance and accountability pressures 18. Building the Foundation
for Information Lilien Systems Jon McCamantDirector, Enterprise
Management Solutions Lilien Systems 19. IT MaturityTactical,
Operational, Functional, Organized, Process Focus,Integrated,
Effective, Efficient, Scalable, Repeatable Scalable &
Repeatable Effective and efficient use of integrated People,
Process, and Technology to meet business objectives Business
valueBest Practice Based - Sierra SystemsEffective use of some
ITIL,resources, and point solutionsIT Fulfillment - Manual tasks
performed by staffto meet tactical needsStrategic
importance/Complexity 20. Levels of VirtualizationIT supply meets
business demandTechnology Complete IT utility Optimize all
heterogeneous resources so supply meets demand in real timeBusiness
valueProcessIntegrated virtualization Sierra SystemsOptimize
multiple environmentsto automatically meetservice-level
agreementsPeopleElement virtualization Servers StorageOptimize
utilization of server,storage or networking resources Network
SoftwareStrategic importance 21. ITIL In Action ITIL is already
used by over 20,000commercial businesses, governments,non-profit
organizations,and consultants.ITIL has always been non-proprietary,
Sierra Systemspublicly available, and designed to workin
heterogeneous environments.ITIL is continuously being improved
tomeet changing needs. 22. What it is and what it is not The IT
Infrastructure Library (ITIL )provides the guidelines
fororganizations that want to definetheir service
managementprocesses. It does not provide theprocesses
themselves.Even the processes are not enough, Sierra
Systemshowever. They will need to havedetailed work instructions
behindthem to provide a practical benefitto the people who are
expected tofollow the processes. Naturally, ITIL also does not
provide tool settings. Hence, ITIL is not enough. Organizations are
stillexpected to do a lot of work. 23. Case ScenarioBusiness
Problem Silos of information and knowledge Inconsistent recording,
tracking & reporting Lack of a defined scalable and repeatable
process Need to be ITIL focused Solution (Business and Technical)
Single Service Desk for tracking all issues Sierra Systems
Implementing a standard solution linking people, process, and
technology Adoption of a defined ITIL based processResults ITIL
focused organization with integrated SLA monitoring and reporting
capabilities Standardized Help Desk tracking system across the
organization Increased quality and customer satisfaction, reduced
downtime 24. Alignability Process Model The Alignability Process
Model provides field-proven processes forthe delivery and support
of IT services. Sierra Systems 25. Alignability Process Model The
Alignability Process Model describes the servicemanagement
processes in a simple 4-level structure. Users can use thedifferent
levels toquickly access theinformation they Sierra Systemsrequire
to performtheir job.The information isat the most 3 clicksaway. 26.
ITIL-Integrated Service Managementfor People Process &
Technology customer experience management service managementcall,
incident, work, change, config, SLA & Sierra
Systemsproblemproject assetserviceperformance management fault
managementnetworksystem application storage 27. Questions,
Comments.John SaundersJon McCamantPartner in ChargeDirector,
Enterprise Management(360) 259-0288
[email protected] (415) 389-5570
[email protected] MoenSenior ConsultantITIL Service
Manager Sierra Systems(360)
[email protected]://www.sierrasystems.comhttp://www.lilien.com
28. Sierra Systems ITSM Service Offerings Strategic Planning for IT
Service Management Strategic Vision, SWOT, Process Maturity
Assessment / Gap Analysis,Business Case etc. Developing &
Implementing ITIL Processes Optimize IT Processes following
Industry Best Practices Implementing Application Management
services Sierra Systems Implementing IT Service Management (ITSM)
Tools ITSM / ITIL Tool (COTS) Evaluation, Customization,
Integration,Training & Support Formal ITIL Training with
certification Other Services, including Infrastructure Management
(Outsourcing), Security Analysis & Design, System Audits, etc.
29. Sierra Systems Value Proposition144 Sierra consultants ITIL
certified, target 200Certified staff possess up to all 3 ITIL
certificationlevelsNumber of staff have practitioner level
experience (i.e. Sierra Systemsworked-in and / or managed IT
organizations)Staff understand todays business and IT
challengesExperience and expertise in implementing ITILsolutions,
including ITSM Implementation RoadmapsService integrators / honest
broker 30. Sierra Systems Value Proposition13 years providing ITSM
/ ITIL servicesLeaders in local and national itSMF
organizationIndustry Best Practice approach and methodology Sierra
Systems ITIL, MOF, PMI, Six Sigma, Balanced ScorecardHigh employee
retentionAbility to provide scalable servicesVendor / product
neutral 31. Useful Links http://www.alignability.com The
Alignability Process Model
http://www.openview.hp.com/products/sdesk/index.html HP OpenView
Service Desk http://www.itil.co.uk Office of Government Commerce,
Official UK ITIL site http://www.itsmfusa.org/ Sierra Systems
Formed in 1991, independent forum for ITIL users
http://www.gartner.com/it/about_gartner.jsp Gartner, Inc. 32.
Glossary of Key Terms and AcronymsITSM - Information Technology
Service ManagementITIL - Information Technology Infrastructure
LibraryAPM - Alignability Process Model, field-proven ITSM
processes based on ITIL,including detailed work instructionsOGC UK
Office of Government CommerceitSMF - Information Technology Service
Management ForumMOF - Microsoft Operations Framework Sierra
SystemsGMAP A Washington State directive for Government
Management,Accountability and PerformanceCOBIT - Control Objectives
for Information and related TechnologyCMM Capability Maturity
ModelPMI - Project Management InstitutePRINCE2 - PRojects IN
Controlled Environments
