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1 IT Service Management in the Age of Digital and the Cloud Shirley Lacy, ConnectSphere 17-March-2014 17-March-2014 ITSM in the Age of Digital and the Cloud
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IT Service Management in the Age of Digital and the
CloudShirley Lacy, ConnectSphere17-March-2014
17-March-2014 ITSM in the Age of Digital and the Cloud
Topics• Introduction
• Impact of digital and cloud transformation
• Traditional and Agile methodologies
• Understand how adopting key ITIL processes enables project delivery into live service
• Agile and ITIL working together
Digital challenges• Digital promotes an evolving business
model
• It has never been easier to challenge the big players
• ‘as a service’ and ‘cloud’ ARE real
• Consumer and customer expectations are ever higher
Digital challenges• An "effective digital transformation program" as
one that addresses::
• "The What": the intensity of digital initiatives within a corporation
• "The How": the ability of a company to master transformational change to deliver business results
• Only one third of companies globally have an effective digital transformation program in place.
MIT Center for Digital Business and Capgemini Consulting -study in November
2011.
Introduction - Cloud headlines www.cirrus-project.eu
“Different stakeholders have different expectations, views or requirements related to cloud computing”
“Different stakeholders have different expectations, views or requirements related to cloud computing”
“The relative (in)security of cloud computing services is a contentious issue that may be delaying its adoption.”
“The relative (in)security of cloud computing services is a contentious issue that may be delaying its adoption.”
“A recent Atos client poll across public- and private-sector organisations, 14% of those asked had already made
moves into cloud usage while 68% were investigating.”
“A recent Atos client poll across public- and private-sector organisations, 14% of those asked had already made
moves into cloud usage while 68% were investigating.”
Cloud headlines – Computer Weekly Oct
2013
About 69% of organisations in the UK have adopted at least one cloud-based service, according to a research from Cloud
Industry Forum (CIF).
The research highlighted that the most organisations (86%) operate an on-premise server room or datacentre and
continue their investment in on-premise IT while using a cloud-based service.
About 69% of organisations in the UK have adopted at least one cloud-based service, according to a research from Cloud
Industry Forum (CIF).
The research highlighted that the most organisations (86%) operate an on-premise server room or datacentre and
continue their investment in on-premise IT while using a cloud-based service.
Hybrid IT becomes a reality as cloud goes mainstream in the UK, Computer Weekly, 8 Oct 2013
Hybrid IT becomes a reality as cloud goes mainstream in the UK, Computer Weekly, 8 Oct 2013
Moving to the cloud- Cloud computing
• An approach in which infrastructure and software resources are provided by an external vendor or by an internal IT department over the Internet.
• Paradigm for enabling network access to a scalable and elastic pool of shareable physical or virtual resources with on-demand self-service provisioning and administration. Examples of resources include servers, operating systems, networking, software, and storage equipment. Source: ISO/IEC CD 17788.2
Case studies – Media sector
Case study- Challenges
• Risk of poor quality for external customers
• Silo working is ineffective and support costs increase
• Risk of IT teams being unresponsive
• Creating a shared view of the world
• Working together across the product and service lifecycle
Traditional waterfall approach
Business RequirementsBusiness Requirements
ImplementationImplementationStrategyStrategy AnalysisAnalysisInitiationInitiation
OPERATIONALOPERATIONALSTABILTYSTABILTY
Agile approach
Business Requirements
Business Requirements
Business Requirements
Business Requirements
Business Requirements
Business Requirements
Business Requirements
Business Requirements
EVOLVING BUSINESS REQUIREMENTS
Sprint nSprint 1 Sprint 2 Sprint 3
Product backlog
Service components
User interface
Web services
3rd party services
Data services
User story
Introduction to Agile best practices
• Set of software development methods
• Focusses on delivery through evolution and iteration of requirements
• Promotes testing and learning, and adaptive planning
• Encourages prototyping, flexibility and rapid response to change/learnings
• Success often measured through velocity
• Essential that owners and operators of product are involved through entire lifecycle
The Agile ManifestoWe are uncovering better ways of developingsoftware by doing it and helping others do it.Through this work we have come to value:
Individuals and interactions over processes and tools
Working software over comprehensive documentation
Customer collaboration over contract negotiationResponding to change over following a plan
That is, while there is value in the items onthe right, we value the items on the left more
Common areas for Agile and ITIL
• Continual service improvement
• Problem
• Change
• Release and deployment
Introduction to ITIL• Service management
• A set of specialized organizational capabilities for providing value to customers in the form of goods and services
• Service • A means of delivering value to
customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
Based on © Crown copyright 2012 Reproduced under licence from the Cabinet
office
Adopting the ITIL service lifecycle
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
Business requirements
• Objectives from business requirements
• Constraints and resources• Strategies and policies
Service knowledge
management system
• Operational services• Achievement against targets
• Value realisation
• Solution designs, service requirements• Architectures and standards
• Service design package
• New or changed services / assets implemented• Tested and deployed solutions
• Service knowledge & configuration mgmt.
• Baselines and benchmarks• Improvement actions and plans
Value to the business
Service Design Package
• Service requirements
• Service design aspects including:
• Service model – interaction with the customer
• Service and its components - changes in functionality requirements, service levels, and management requirements to manage the operational services
• Organisational readiness assessment
• Service lifecycle plan including the timescales and phasing for the transition and operation of the service
• Testing requirements
• Service operational plan
• Service acceptance criteria
Agile and ITIL
The Approach - Integrated lifecycle
management
ITIL service lifecycle
Agilelifecycle
Operation – Pilots, Early Life SupportService Operation involvement
Service Strategy
Service Design
Service Transition involvement Service Transition driven through release and deployment
Operation
TakeawaysBeing Agile
• Develop a shared view and language
• Focus on delivering value to customers
• Communication
• Embrace agile communication methods
• Engage with service teams
• Working together across the lifecycle
• Operations staff need to be part of the Agile team
• Agile team needs to be part of Service Design
• Define, agree and commit to early life support requirements
