Date post: | 14-Jan-2017 |
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Technology |
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WHICH ITSM FRAMEWORKWHAT ARE THEY?WHY USE THEM?HOW DO YOU PICK THEM?
REALISING VALUE
Duncan Watkins
Consultant, Analyst & Practitioner
@duncanwatkins
RUNNING ORDER
• What frameworks are there?• What are the key ones for ITSM?• What are frameworks?• Why do we use them?• What are the similarities?• What are the differences?• How do you pick which to use?• Summary
WHAT FRAMEWORKS ARE THERE?
• TickITplus• ISO27001• ISO20000• CMMI• Lean Six Sigma• IT Balanced Scorecard
• ISO38500• COBIT• M_o_R• BiSL• ASL• ITIL
• IT4IT• USMBOK• MSP• PRINCE 2• PMBOK• DevOps
KEY FRAMEWORKS FOR TODAY’S ITSM
WHAT ARE FRAMEWORKS?
BASIC DESCRIPTION• ITIL – Set of practices for
aligning IT and business• DevOps – Incremental adoption
of the 3 ways• IT4IT – Vendor neutral Reference
Architecture
WHAT IS IT BASED UPON• ITIL – Process model consisting of
five volumes that cover the IT lifecycle
• DevOps – Culture based around collaboration and communication
• IT4IT – Information model that emphasises the IT value chain
WHY DO WE USE THEM?
• Vestiges of good practice
• Common language
• Faster progress
• Can encourage collaboration
WHAT ARE THE SIMILARITIES?
IT4IT & ITIL DEVOPS & IT4IT
Service Strategy Continual Feedback – Amplify Feedback LoopsService Design supports iterative design – AgileService Focussed – Service Focussed
ITIL & DEVOPS
IT Value Chain – Systems Thinking4 Value Streams Feedback Loops – Amplify Feedback Loops
Service Strategy – Strategy to PortfolioService Design – Requirement to DeploymentService Transition – Request to FulfillService Operation – Detect to Correct
WHAT ARE THE DIFFERENCES?
IT4IT & ITIL DEVOPS & IT4IT• ITIL does come from a
planned sequential background
• DevOps is primarily a cultural approach to improvement
• Can we ever reconcile those differences?
ITIL & DEVOPS• DevOps is based
around Culture, Automation, Lean, Measurement, Sharing
• IT4IT is a prescriptive model
• Which works best for you?
• IT4IT is an information model
• ITIL is a process based model
• Recognition of the limitations of ITIL?
HOW DO WE PICK WHICH TO USE?
• What are the problems that you currently have?
• What are you trying to achieve?
• What skills do you have and need?
• What does your business need?
• What des your business understand?
SUMMARY
• There are many frameworks out there• On face value, they have significant differences in basis and language• However, upon inspection they have many similarities• This is because they touch upon some widely agreed principles• Use the best from multiple frameworks• Think about how your business will perceive this when choosing• Think about how multiple frameworks will fit together and when that matches
your organisation