ITIL V3
David RatcliffePresident
Pink Elephant
George SpaldingVP - Global Events
Pink Elephant
2ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Agenda
1. Introduction2. ITIL V2 vs V3 Certification3. Service Driven Lifecycle vs.
Process Driven: What’s TheDifference
4. ITIL V3: An ImplementationRoad Map
ITIL V3 Official LaunchLondon, UKJune 5, 2007
Pink was there!
4ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Assumptions
1. You know what ITIL is, right? (V1 & V2?)2. You believe ITIL is a good idea, right?3. You’ve already worked with some of the best practices
in ITIL V2, right?4. You’re here because you think this V3 thing might be
more good stuff, right?5. You have a whole host of questions you need settled
in your mind, like: What’s the big deal about V3? Is V2 now defunct, and therefore are we going to be pushed
into V3? If we decide to move to V3, how do we do it? Will the tools be “ITIL V3 Compatible”? What’s going to happen to my V2 certification?
5ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Why?
More practical “how to” guidance Improved consistency & comprehensiveness Extend the focus to measurable business value Visible links to other industry best practices Guidance in context to current needs
Source: Sharon Taylor, ITIL V3 Chief Architect
Note: ITIL V2 isn’t being thrown away but being mappedinto a new, business oriented framework
6ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Opinion gathering Seven Workshops in two weeks – early 2005 Over 100 companies and public sector organizations represented 530 survey respondents and 6000 comments itSMF Chapters led workshops
Conclusions & Findings Improve consistency- structure, process, etc. Add Process Models for every process Include examples, case studies, templates Implementation guidance – including outsourced services Scalability – address small, medium and large Hooks into other best practices e.g. CobiT, CMM More on business benefits and marketing of ITIL Better exams, more qualifications, more consistency Guidance on selecting good tools Consistent terms and definitions
How? A Public Process
7ITIL V3 © Pink Elephant 2007. All Rights Reserved.
ITIL V3 Refresh project 2004 to 2007 APM Group awarded Certification Scheme TSO Publisher Examination Institutes (EI) all use common V3 Exams Authorized Training Organizations (ATOs) - including Pink Elephant
Who?
8ITIL V3 © Pink Elephant 2007. All Rights Reserved.
ITIL V3 Service Lifecycle
9ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Core ITIL v3 Library
ServiceStrategy
ServiceDesign
ServiceTransition
ServiceOperation
ContinualService
Improvement
The OfficialIntroduction to the
ITIL Service Lifecycle+ Complementary Guidance
10ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Service StrategyAuthors:• Michael Nieves, Senior Manager, Accenture,
USA• Majid Iqbal, Project Scientist, Carnegie
Mellon University, USA
Core Book Authors
Service OperationAuthors:• David Cannon, IT Service Management
Practice Principal, HP Education, USA• David Wheeldon, Director of Service
Management, HP Education EMEA, UK
Service DesignAuthors:• Colin Rudd, Director, ITEMS, UK• Vernon Lloyd, International Client Director,
FOX IT, UK
Service TransitionAuthors:• Shirley Lacy, Director, ConnectSphere, UK• Ivor Macfarlane, Director, GUILLEMOT
ROCK, UK
Continual Service Improvement:Authors:• George Spalding, Executive Consultant, Pink
Elephant, USA/Canada• Gary Case, Executive Consultant, Pink
Elephant, USA/Canada
11ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Pink’s Involvement in ITIL
Contributed to all versions of ITIL since its inception in 1986 Founding member of itSMF Leader in ITIL education development and deployment
Service Manager - 1992 Foundation - 1996 Single Process Practitioners - 1997 Clustered Practitioners - 2005 V3 Foundation - May 2007
Host of the world’s largest “ITIL gathering” each year in February Authors of one of the five new volumes Participation in the V3 examination scheme advisory panel
12ITIL V3 © Pink Elephant 2007. All Rights Reserved.
ITIL V3 – The Content Structure
Core Complementary Web
Customized implementation
CoreBest Practice
Guidance
Support for particular market sector or technology
Value added products,process maps,
templates, studies
13ITIL V3 © Pink Elephant 2007. All Rights Reserved.
ITIL V3 Consistent Book Structure
Introduction, Overview, context Service management as a practice Service lifecycle Role of processes in the lifecycle Role of functions in the lifecycle Practice fundamentals Practice principles Processes Organizational design and structures
roles and responsibilities Challenges, critical success factors,
risks Supplemental guidance References
14ITIL V3 © Pink Elephant 2007. All Rights Reserved.
TSO Publications Coming Soon…
Added globalization of multi-language versions The Official Introduction to the ITIL Service Lifecycle Strategic Introduction to the ITIL Service Lifecycle Pocket Books to support the Core set ITIL Small Scale Implementation - revised ITIL Online Portal
Up to date access the latest authoritative text for all five corepublications
Access to an international information centre offering variouslevels of support, guidance and implementation tools
Access to publications via an interactive service model and searchbetween the core titles by content and subject
15ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Life With V3: Key Changes
All existing books will be retired at the end of 2007 ITIL V3 represents a significant change. The core content remains
largely the same however there is at least 50% more contentbeing added to the framework.
Focus is being shifted from a process perspective to a ServiceLifecycle Model.
ITIL V3 Foundations will be required for all new certifications(Bridging exam required for V2 certificate holders)
Education products will be required to reflect the context of thecomplete Service Lifecycle
The certification scheme is changing but past certifications will stillbe recognized.
16ITIL V3 © Pink Elephant 2007. All Rights Reserved.
What Should I Do Next?
1. Don’t be rushed into any changes Whatever V2 implementations:
you’ve done (Past) are doing now (Present) or are planning to do soon (Future) are not going to be a waste
2. Meanwhile look into V3 Review the books Discuss it with others Listen & learn Ask questions & learn Talk & learn
17ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Resources
Questions so far?
19ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Certification
Organizational ISO 20000
Tools PinkVerify
Professional Individual ITIL V3 Certification & Qualification Scheme APM Group
The Individual v3 Certificationand Qualification Scheme
21ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Where Are We Now (Official v2)
Foundation
ITIL Practitioner: Release & Control
ITIL Practitioner: Support & Restore
ITIL Practitioner: Agree & Define
ITIL Practitioner: Plan & Improve
Service Manager
22ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Pink Complementary Courseware
Developing a Vision & Strategy (2 days) ITIL Implementation Road Map (3 days) How to Build a CMDB (2 days) How to Develop a Service Catalog (2 days) Overviews (Targeted at Audience Level) Service Management Operations (2 days) PinkSim (.5 day)
ITIL V3 Global Roadshow
OGCContract Mgmt
TSO
Core Practices
IPMgmt Board
APMG
WebServices
CompPortfolio
QualsBoard
CourseProviders
ExamInstitutes
ExaminerPanels
Marketing
Partners
Publisher Accreditor
Products Partners
Development of Qualification structure for ITIL v3Development of Qualification structure for ITIL v3 Design the certification elements required of the schemeDesign the certification elements required of the scheme Produce the requirements for learning objectives andProduce the requirements for learning objectives and
knowledge competencyknowledge competency Produce the supporting accredited formal syllabiProduce the supporting accredited formal syllabi Produce the requirements for delivery mechanismProduce the requirements for delivery mechanism Produce sample examinations in support of the syllabiProduce sample examinations in support of the syllabi Provide recommendation on the required trainer andProvide recommendation on the required trainer and
course provider competency to deliver against the schemecourse provider competency to deliver against the scheme Manage Exam bankManage Exam bank
Must offer value to the career objectives of the student
Allow innovation and flexibility and value for Course Providers
Meets learning objectives and competency outcomes
Blooms taxonomy for setting exams
Contribute to the maturity of ITSM professionalism
Responsive to evolving market demand
Transitional V2 – V3 bridging
Modular design Official Study aids Flexible Choice Career path oriented V2 to V3 bridging Service Lifecycle Service Capability Classroom E-learning On Demand examination Live Exam Bank
ITIL Diploma
AdvancedSM
ProfessionalDiploma
Managing through the Lifecycle
ITIL ServiceLifecycle Modules
ITIL ServiceCapability Modules
ITIL Foundation for Service Management
LIFEC
YCLE
BAS
ED
PROCESS / ROLE BASED
ITIL Foundation for Service Management
2 credits
15 Credits
3 3 3 3 3
16 Credits
Managing through the Lifecycle5 5
ITIL Diploma Achieved
AdvancedAdvancedSMSM
ProfessionalProfessionalDiplomaDiploma
Lifec
ycle
Stre
amCapability Stream
ITIL Foundation for Service Management2 credits
15 Credits3 3 3 3 3
16 Credits
Managing through the Lifecycle5 5
ITIL Diploma Achieved
AdvancedAdvancedSMSM
ProfessionalProfessionalDiplomaDiploma
V2 FoundationCertificate1.5 credits
V2Service
Manager16 credits
V3ManagerBridge5 credits
V3 Bridge.5 credits
V3 Bridge.5 credits
Foundation Approved - Launch June 13th
V2 – V3 Foundation bridge in review Lifecycle and Capability Modules in development Professional Module in development
QUALIFICATION DATE
V3 Foundation Examination June 2007(V2 Foundation ends Dec 31 2007)
V2 to V3 Foundation Bridge Q3 2007
V2 to V3 Managers Bridge Examination Q3 2007
Diploma available to existing Managers Q3 2007
Lifecycle Modules Q3 2007
Capability Modules Q3 2007
Managing Through The Lifecycle Examination Q4 2007
Diploma available to new students Q4 2007
V2 Managers/Practitioners retired Q4 2008
ITIL V3 Global Roadshow This presentation is the copyright protected property of the OGC. Re-use in any formis prohibited without the express written consent of the OGC.
Questions so far?
Service-Driven Lifecycle vs.Process-Driven
What's The Difference?
37ITIL V3 © Pink Elephant 2007. All Rights Reserved.
The Business & IT Trust Deficit
Do you think there's a trust deficit? How does it show up?
“Service Management is a set of specializedorganizational capabilities for providing value to
customers in the form of services.” ITIL® V3
38ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Changes In Philosophy
The new approach changes the relationship between IT and businesswhereas before, ITIL worked to align service management withbusiness strategy. V3 integrates IT and the business into a singleecosystem.
Service Management LifecycleCollection of Integrated Processes
Dynamic Service PortfoliosLinear Service Catalogs
Value Service Network IntegrationValue Chain Management
Business and IT IntegrationBusiness and IT Alignment
ITIL V3ITIL V2
39ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Technology Focus
Customer Focus
Business Focus
Value Chain Focus
LOW
HIGH
Role Of IT/IS In The Organization
Influ
ence
On
The
Bus
ines
s
Required position
IT is perceived as an internalbusiness partner
IT customers are the customer of theorganization
IT has a single strategy and is focused on the customer,but is perceived as an external supplier
IT is focused on the integration and delivery of end-to-end IT services (business solutions)
IT is focused on technology, infrastructure and applications aretreated as separate and largely unrelated domains
Service Focus
The Changing Role For IT
40ITIL V3 © Pink Elephant 2007. All Rights Reserved.
The Service Orientation Journey
Source: Service Strategy
41ITIL V3 © Pink Elephant 2007. All Rights Reserved.
ITIL V2 Process Model
The
Tech
nolo
gy
The
Busi
ness
The BusinessPerspective
Planning to Implement Service Management
Application Management
Service Management
ICT InfrastructureManagement
ServiceDelivery
ServiceSupport
SecurityManagement
42ITIL V3 © Pink Elephant 2007. All Rights Reserved.
ITIL V3 Service Lifecycle Model
43ITIL V3 © Pink Elephant 2007. All Rights Reserved.
What Is An IT Service?
“One or more technical or professional IT capabilities which enable abusiness process.” (V2)
“A service is a means of delivering value to customers by facilitatingoutcomes customers want to achieve without the ownership of specific costsand risks.” (V3)
Fulfills one or more needs of the customer Supports the customer’s business objectives Is perceived by the customer as a coherent whole
44ITIL V3 © Pink Elephant 2007. All Rights Reserved.
What Is An IT System?
An integrated composite that consists of one or more ofthe processes, hardware, software, facilities and people,that provides a capability to satisfy a stated need orobjective
A collection of Configuration Items that are necessary todeliver an IT service
45ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Service Versus Technology Analogy
MenuStarters
Entrees
Desserts
Wine List
Fix Menu Options or A-la Carte
Assembled Service Offerings Technology Ingredients
Service = Outcomes Not ResourcesAn SLA on a server or an application in isolation is like crafting an SLA on
estimated pickle consumption
46ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Services Vs. Processes
ITIL is a ServiceManagement Framework.This means that theprocesses described by ITILexist for the primary purposeof planning, delivering andsupporting IT services.
47ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Service Unit 3
ExternalBusiness Unit A
ExternalSupplier
Business Unit D
Service Unit 4
Embedded IT
Business Unit A
Business Unit C
Business Unit B
BusinessUnits
Value Service Network
Service ECO System
Service Unit 1
Service Unit 2
Shared ITServices
3 Service SupplierTypes
Service X
Service Z
Service Y
Service WDedicated
Service
SharedService
OutsourcedService
48ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Service Oriented Concepts
BSM
ESA
EAI
SOA
Gra
nula
rity
Process ContextHigh
LOW
Technology Business
BSM: Business Service Mgmt.
ESA: Enterprise Services Architecture
SOA: Service Oriented Architecture
EAI: Enterprise Application Integration
ITIL
49ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Integrated Service Model
E-Commerce Service
Global Product
Security
Web Hosting
$
Banking & Credit CardAuthorization
Marketing & Webdesign
Finance, Billing,Business Support Processes
Production Systems
Distribution Channel
Multiple IT and business services interact todeliver the product to the consumer.
50ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Closed Loop Service Eco-System
Service Strategy
Service Design
Service Transition
Service Operations
Continual Service Improvement
Processes, Functions and Roles
Source: Service Strategy
51ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Service Portfolio Management
Services in development
Service Catalogue
Service Pipeline
Service Operation
CUSTOMERS
Third-party catalogue
Service Transition
Retired services
Common pool of resources
Resources Released
Service Design
Service Concepts
Area of circle is proportional to resources currently engaged in the lifecycle
phase. (Service Portfolio & Financial Management )
MARKET
SPACES
Service Portfolio
Continual Service Improvement
Resources Engaged
Return on assetsearned from Service Operation
Source: Service Strategy
Service PortfolioManagement:
A dynamic method forgoverning investments in
service managementacross the enterprise andmanaging them for value
52ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Service Transition V Model
53ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Organization
Environment
Corporate or Management Processes
General
IT Services
Primary Business Processes
Innovation,Development,
Knowledge TransferProcesses
Inputs, materials,data, etc.
Products andServices
Source: ITIL – The Business Perspective On Your IT Infrastructure; Understanding & Improving
Business Support
Processes
Defining IT Services
54ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Service Definition Process
Define major business functions and processes.
Define facilitating IT services.
Map IT systems to IT services.
Develop service offerings.
Map IT components to IT systems (configuration
management).
MS ExchangeEmail
Example IT SystemsExample IT Service
Lotus Notes
55ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Infrastructure & Application Services: Messaging File / print Office productivity Desktop services ERP services Trading applications Voice / data LAN
Professional Services: Architecture and engineering Security IT support Project management services Procurement services Application development services
IT Services Example
56ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Example Application Services
BusinessManager
BusinessApplication
Services
Supply chainManagement HR Finance Retail Shipping Supply &
Trading
AssetManagement
AccountsPayable
AccountsReceivable General Ledger Materials
Management
57ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Example Infrastructure Services
BusinessManager
Infrastructure/Technical Services
Communication Storage & Back-up Hosting Mobility Office Automation
CollaborationInfrastructure
EnterpriseApplication
Platform
Broadcasting/Webcasting
Infrastructure
Mainframe BusinessContinuity
Infrastructure
System Control &MonitoringServices
58ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Example Professional Services
BusinessManager
Professional Services
ReportingLicense
Management
ConsultingEnterprise ITSupport
Office Automation
OrganizationalCapability
Strategy &Architecture
IT ServiceManagement
Data Modeling/Consulting
ResourceManagement
ApplicationConsulting
ProjectManagement
IT SupportManagementConsulting
Security
Behavioral ChangeManagementConsulting
BCP Planning &Management
59ITIL V3 © Pink Elephant 2007. All Rights Reserved.
The Service Catalog
Cornerstone for managing the business of IT
The Service Catalog is IT’s vehicle for defining, prioritizing andmarketing what it does for internal customers and users
Clearly communicates to all stakeholders the value of IT, what itdelivers, and how well it performs against expectations
Provides a service-centric view of IT
IT services and their link to IT systems Customer relationships and agreements
Service financials, including pricing and costing
Single point of contact for all demand
The Service Catalog is the Key Enabler in Transforming to a Service-Centric, Customer-Focused Model for IT
60ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Three Natures Of The Service Catalog
Constitutive, in that it defines what IT does and does not do, and onwhat terms;
“We the people (of IT), in order to form a more perfect union (alignmentwith the business), establish justice and insure domestic tranquility…”
What type of restaurant are you?
Actionable, in that it provides the means by which IT and its customerscoordinate and conduct business
What do people want to do?
Governing, in that the key terms, conditions and controls defined in theService Catalog are integrated into the service delivery processes of theorganization
Entitle, authorize, control, charge, account
61ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Views Into The Service Catalog
Service Catalog
End User What services can I buy? What does this include? When will I get it?
Service Level Manager What services do I offer? What levels are available? What are my key metrics?
Business Customer What services am I using? What levels am I receiving? What is my IT spend?
62ITIL V3 © Pink Elephant 2007. All Rights Reserved.
SLM Roles & Customer Engagement
ServiceOwner
Service Level Manager
MonthlyServiceReport
toBU Mgr.
Monthly Service Report(to Customer)
Customer
BusinessApplication
Services
Infrastructure/TechnicalServices
ProfessionalServicesSe
rvic
e C
atal
og o
rSe
rvic
e D
esk
ServiceManager
SLM Process Owner
SubmitRequest
Business RelationshipManager / Account Manager
63ITIL V3 © Pink Elephant 2007. All Rights Reserved.
IT Services & Processes
App. Dev. Infrastructure
SLM
Desktop
Hosting
Security Mgmt
Business App.Service Owner
SO
SLA
SO
Client
Application Service
Infrastructure Service
Process (Incident)
Service andProcessOrganizationstied together bySLM
Process Owner
ProcessImprovementsbased onServiceReporting
Professional Service
Application Services Infrastructure Services Professional Services
SO
64ITIL V3 © Pink Elephant 2007. All Rights Reserved.
CMDB Data Model Structure
Service
System
BusinessProcess
LogicalProduct
Database
Physical
Line ofBusiness
BusinessUnit
Dept.
User
System
Service
SupportingIT Service
CustomerFacing ITService
SLA
OLA
Physical & related CIs thatbelong to the System
SLA
Contract
65ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Service Based Costing
HardwareSoftware People FacilitiesExternalService Transfer
Cost Elements
Direct &Indirect Costs
% Margin built in to the overheadbased on forecasted growth or
unplanned expenses
X% Margin
Total Cost of IT Services
HardwareSoftwarePeople
External Svc.
Facilities
HardwareSoftware
Transfer
HardwareSoftwarePeople
External Svc.
Facilities
Direct Costs Indirect Costs Overhead Costs
Direct Costs Indirect Costs
Cost Unit
66ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Service Based Costing
HW
SW
DB
Docs
FTE
LOC
HW
SWDB
Docs
FTE
LOC
%Allocation
based on adriver
Client Bill
Example: Desktop Service
Component Service: Network
Step 1: Decide whichservices will appear onclient bill
Step 2: Those services noton the client bill areallocated to those which arebased on a driver
Step 3: A unit cost isallocated to the client basedon a driver mapped to ausage level
Unit cost
67ITIL V3 © Pink Elephant 2007. All Rights Reserved.
IT Service Cost Allocation Model
OthersFTESoftwareHardwareOther SharedServices
OthersFTESoftwareHardwareService Delivery
OthersFTESoftwareHardwareSecurity Services
OthersFTESoftwareHardwareShared HostingServices
OthersFTESoftwareHardwareNetwork Services
Others
FTE
Software
Hardware
Others
FTE
Software
Hardware
DirectCosts
IndirectCosts ++=
Total CostsOf an
Client FacingIT Service
% allocationOverhead
Costs
Direct Costs:Costs of hardware,
software, FTE, etc., thatare dedicated to the
client facing services
Indirect Costs:Costs of hardware,software, FTE, etc.,for services that areshared betweenmultiple client facingservices
OverheadUnabsorbed Costs:
Costs of hardware,software, FTE, etc.,that are not directlyattributable to any ofthe IT services (i.e.:HR, Finance,Executives, etc)
VoiceServices
BusinessSystem VOIPDesktop
Services
DesktopServices
MortgageServices
5 %
4 %
3 %
2 %
1 %
5 %
4 %
3 %
2 %
1 %
5 %
4 %
3 %
2 %
1 %
+++
Shared servicescosts are
allocated acrossmultiple clientfacing services
Others
FTE
Software
Hardware
C L I E N T F A C I N G S E R V I C E S
68ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Service Integration Requirements
ServiceCatalog
Budget &Client Bill
CMDBServiceModel
ServicePortfolio
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Business Value Technical Metrics
Financial Transparency Unknown Costs
Enterprise Services and Process Organizational “Stovepipes”
Demand-Driven Firefighting Mode
Focused on Customer Outcomes Focused on Technology
Tomorrow’s IT OrganizationsToday’s IT Organizations
Transforming To ITSM
Questions so far?
ITIL® V2 Or V3
Key Questions & Areas To Consider For BusinessPlanning
72ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Decisions, DecisionsManagement
ToolsDifficultiesQueries, Enquiries
CommunicationUpdates
Work-arounds
Service Desk
Incidents
Incidents
CMDB
Change ScheduleCAB MinutesChange StatisticsChange ReviewsAudit Reports
ReleasesCIs
RelationshipsProblemsKnown Errors Changes
CMDB ReportsCMDB StatisticsPolicy/StandardsAudit Reports
Release ScheduleRelease StatisticsRelease ReviewsSecure LibraryTesting standardsAudit Reports
Problem StatisticsTrend AnalysisProblem ReportsProblem ReviewsDiagnostic AidsAudit Reports
ProblemService ReportsIncident statisticsAudit Reports
Releases
Release
The Business, Customers & Users
ChangesIncident
Change
Incidents
Configuration
AvailabilityManagement
CapacityManagement
IT Financial Management
IT ServiceContinuity
SLA’s, OLA’s, SLR’sService requestsService catalogueSIPException reportsAudit reports
Availability PlanAMDBDesign CriteriaTargets/ThresholdsReportsAudit Reports
Capacity PlanCDBTargets/ThresholdsCapacity ReportsScheduleAudit Reports
Financial PlansTypes & ModelsCosts & ChargesReports Budgets & ForecastsAudit Reports
IT Continuity PlansBIA & Risk AnalysisDefine RequirementsControl CentersDR ContactsReportsAudit Reports
The Business, Customers &Users
RequirementsTargets
Achievements
QueriesEnquiries
CommunicationUpdatesReports
Service LevelManagement
Man
agem
ent T
ools
Ale
rts,
Exc
eptio
ns, C
hang
es
73ITIL V3 © Pink Elephant 2007. All Rights Reserved.
There Are New Processes & Functions ToConsider
Service Strategy (SS) Return on Investment (SS) Service Portfolio Management (SS) Demand Management (SS) Service Catalog Management (SD) Supplier Management (SD) Application Management (SD) Data and Information Management (SD) Requirements Engineering (SD) Transition Planning and Support (ST) Configuration Management System (ST) Service Validation and Testing (ST) Valuation (ST) Knowledge Management (ST) Event Management (SO) Request Fulfillment (SO) Access Management (SO) Monitor and Control, IT Operations, Technology Domain Management (SO) Technical Management function (SO) IT Operations Management function (SO) Applications Management function (SO) Seven Step Continuous Improvement (CSI) Service Reporting (CSI) Service Measurement (CSI) ROI for CSI (CSI) Service Improvement (CSI)
74ITIL V3 © Pink Elephant 2007. All Rights Reserved.
So if we add these to our process journey…
What about our work in V2?
75ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Compared V2 Process To Same In V3
76ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Incident Management
Goal – same New terms or ideas:
Timescales – stage timelines Incident models Provides clarity regarding major Incident handling
Activities or concepts: Rename, detect and record to ID and logging (includes classification – iterate
categorization exercise) Adds and provides guidance on categorization Service request filter clarified – hand off to request fulfillment Add prioritization activity Replace initial support with initial diagnosis – front line analysis before
escalation – emphasis on Knowledge Management (KM) Escalation added – specific steps outlined for hierarchical escalation Clarify investigation and diagnosis – emphasis on KM – no mention of Work-
around Add rules for re-opening an Incident
Summary – IM remains similar to V2 – clarity provided for definitions andprocess flow
77ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Service Desk (SD)
Purpose – same: Justification given – decision focused on type of model Very candid discussion of entry level positions
New terms or ideas: None
Activities or concepts: Description of responsibilities Clear descriptions of SD types – local, central, virtual – but lack things
to consider Add “follow the sun” and specialized types Specific guidance provided for creating a mindset for SPOC Good section on SD training, use of super users, metrics, customer
surveys (techniques, advantages/disadvantages) Candid discussion of outsourcing and considerations including tool,
OLA/contract, communications and data ownership Summary – valuable update – lacks a bit in terms of the details of
logistical guidance provided in V2
78ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Problem Management
Goal – same New terms or ideas:
Problem models Re-definition of Known Error (KE) KE Database (KEDB)
Activities and concepts: Tight interface with KM and CMS defined Eliminate distinction of problem control and error control activities Activity flow looks similar to IM ID and recording = Detection and logging – eliminates detailed Incident matching work flow Classification split into categorization and prioritization Added chronological analysis, pain value analysis, brainstorming, Pareto Analysis to RCA
techniques Adds clarity to problem sources and use of Work-around Error control replaced by resolution and RFC Attention to major Problem review, recording known application errors at Release Proactive problem management tied to CSI
Summary – simplifies flow, Known Error is a state of information, not a condition
79ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Change Management
Goal – business focused, emphasizes cost efficiency and risk reduction New terms and ideas:
Service oriented definition of a Change and an infrastructure Change Interface to Business Change Management, Service Lifecycle and Service Portfolio Requirements for a Change request and a Change proposal (major Change) Change model and standard Changes Remediation Changes to a service is the accountability of Service Manager and Service Owner Schedule of Change (replaces FSC) and Projected Service Outage (replaces PSA) Recognition of virtual CAB meetings Standard, normal or emergency Change types ONLY!
Activities and concepts: Expanded standard change documentation and focus on elimination of bureaucracy Change categorization – risk based – drives impact analysis and authorization Expanded change impact and resource assessment including remediation documentation Specific attention to Change priority Flexible change authorization schema Urgent changes now emergency changes – urgent business changes are normal changes with high
urgency Summary – process is more flexible and straight forward, very similar to V2 process
80ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Configuration Management,Service Asset & Configuration Management
Goal – focused on the logical model of IT services, components New terms or ideas:
Service assets CI categories Configuration Management System (includes the CMDB) Secure Stores Definitive Media Library (replaces DSL) Definitive Spares (replaces DHL) Snapshot
Activities and concepts: Status Reporting – managing the information regarding CI status
changes Summary – processes very similar, now includes DSL and DHS with
different descriptions, extended the CDMB concept
81ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Release ManagementRelease & Deployment Management Goal – simplifies definition – service delivering value to customer New terms:
Release Package, Release Unit and Release Unit Level – eliminate major, minor and emergency Releases Release and Deployment options Release and Deployment models Service V model Service rehearsal
Activities and Concepts: Planning – expanded planning description – testing, pilots, release and build, deployment, logistics and
delivery, financial and commercial Build, test and deploy – integrate validation and testing, documentation, acquire and test, release
packaging Service testing and pilot - service release testing, service rehearsal, pilots Plan and prepare to deploy – readiness assessment, deployment plans Transfer, deploy and retire – new Verify deployment – verify capability of using or operating service Early life support – transition from deployment to operations team Review and close deployment Review and close Service Transition
Summary – very extensive additions to and expansion of the activities
8181
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Service Level Management
Goal – similar New terms:
None
Activities and Concepts: Similar activities but with different names Integration with Service Catalog management Develop contacts and relationships Complaints and compliments
Summary – very similar process, greatest change iscreating a separate process for the Service Catalog
83ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Availability Management
Goal – similar New terms:
Service Availability High Availability Continuous Operation Continuous Availability Simplified Availability Measures Service Failure Analysis (rename System Outage Analysis) Single Point Of Failure Analysis
Activities and Concepts: Reactive and proactive activities defined and organized Revised measuring, monitoring and reporting Revised design for availability Availability testing Planned and preventative maintenance and maintenance schedules Production of Projected Service Availability (PSA) document
Summary – better organized, content additions, look to V2 for additional toolsand techniques
84ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Capacity Management
Goal – similar but adds cost justified New terms or ideas:
Inputs to Business Capacity Management – patterns ofBusiness Activity and Service Level Packages
Component Capacity Management (rename Resource CM) Capacity Management Information System (rename CDB)
Activities and concepts: Exploiting new technologies Threshold management and control
Summary – little change from V2
85ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Financial Management Goal – same New terms or ideas:
Provisioning Value – underlying service costs Service Value Potential – value add Planning Confidence Funding Models Financial Implementation Checklist
Activities and concepts: Service valuation Demand modeling Service Provisioning Models and optimization Financial Management Planning Variable Cost Dynamics Business Impact Analysis
Summary – expansion of V2 – specific to service valuation,financial decisions and cost recovery
86ITIL V3 © Pink Elephant 2007. All Rights Reserved.
IT Service Continuity Management
Goal – same New terms or ideas:
MOR principles replacing CRAMM Sample ITSCM plan included Descriptions of various types of necessary recovery plans
(addition) Expansion of the types of operational tests
Activities and concepts: Simplified operational management
Summary – very similar description and concepts,better alignment with Business Continuity Management
87ITIL V3 © Pink Elephant 2007. All Rights Reserved.
I’m Confused – What Do I Do?
Do I stay with my current V2 processes?
What benefit do I get from adopting V3?
What will be the cost and how do I justify a transition?
Do I stop doing what I’m doing and re-think myapproach?
Is there a natural order to thinking this challengethrough?
88ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Four Step Improvement Model
Where are we now?
Where do we want to be?
How do we get there?
Are we improving? Did we get to where we
wanted to be?
VISION & MISSION
LifecycleAssessment
Goals & Objectives
Continual ServiceImprovement
Close the GapV2/V3 projects
Source: ITIL – The Business Perspective On Your IT Infrastructure; Understanding & Improving
89ITIL V3 © Pink Elephant 2007. All Rights Reserved.
Where Are Your Points Of Pain?
V2 Processes: Service Strategy Service Design Service Transition Service Operation Continual Service
Improvement
V3 Processes: Service Strategy Service Design Service Transition Service Operation Continual Service
Improvement
90ITIL V3 © Pink Elephant 2007. All Rights Reserved.
If V2 Is Your Challenge …
State of ITIL Processes Incident Svc Desk Problem Change Configuration ReleaseService
Level Availability Capacity Financial ITSC
Remain with V2Remain
with V2
Remain
with V2Use V3 to
improve
Use V3 to
improve
Use V3 to
improve
Implemented V2 and MaturingUse V3 to
improve
Use V3 to
improve
Use V3 to
improve
Use V3 to
improve
Use V3 to
improve
Use V3 to
improve
Use V3 to
improveUse V3 to improve
Remain with V2Remain
with V2
Remain
with V2
Use V3 to
improve
Use V3 to
improve
Use V3 to
improve
Use V3 to improveRedesign
with V3
Redesign
with V3
Use V3 to
improve
V2 Processes are a Work in
Progress
Use V3 to
improve
Use V3 to
improve
Use V3 to
improve
Use V3 to
improve
V2 Processes In DesignRedesign
with V3
Redesign
with V3
Redesign
with V3
Redesign
with V3Redesign with V3
Redesign
with V3
Redesign
with V3Remain with V2
Remain
with V2
Remain
with V2
Remain
with V2
Design
using V3 Design using V3
Design
using V3
Take the
Best of V2
Take the Best of
V2
Take the
Best of V2
Just Beginning the JourneyDesign
using V3
Design
using V3
Design
using V3
Design
using V3
Design
using V3
Design
using V3
Design
using V3Design using V3
91ITIL V3 © Pink Elephant 2007. All Rights Reserved.
If Your Challenges Are The V3 Processes Service Strategy (SS) Return on Investment (SS) Service Portfolio Management (SS) Demand Management (SS) Service Catalog Management (SD) Supplier Management (SD) Application Management (SD) Data and Information Management (SD) Requirements Engineering (SD) Transition Planning and Support (ST) Configuration Management System (ST) Service Validation and Testing (ST) Valuation (ST) Knowledge Management (ST) Event Management (SO) Request Fulfillment (SO) Access Management (SO) Monitor and Control, IT Operations, Technology Domain Management (SO) Technical Management function (SO) IT Operations Management function (SO) Applications Management function (SO) Seven Step Continuous Improvement (CSI) Service Reporting (CSI) Service Measurement (CSI) ROI for CSI (CSI) Service Improvement (CSI)
92ITIL V3 © Pink Elephant 2007. All Rights Reserved.
How Do I Tie Into The Other V3 Processes?
A Roadmap for you!
The way forward and priorities
93ITIL V3 © Pink Elephant 2007. All Rights Reserved.
In Summary…Bringing It All Together
Just GettingStarted
Focus on V3 forDesign and Training
Roadmap
Cherry pick V2
In DesignOnly
Evaluate currentSupport or Deliveryprocess designs –
see chart
Remainingprocesses –Roadmap
Migrate to V3training
ProcessOrganization Is
WIP
Use CSI for in-placeSupport or Delivery
processes – seechart
Remainingprocesses –Roadmap
Migrate to V3training
ProcessesImplemented &
Maturing
Implement CSI
Conduct lifecycleassessment
Evaluate
Migrate to V3training as need
arises – newprocesses orassociates