ITIL Version 3:Introduction
Martyn Birchall
Product Management
2 April 18, 2023
Topics• ITIL recap• The version 3 project• Overview• What is new or changed
For HP and Partner Internal Use. May not shared externally.
Recap
4 April 18, 2023
OperateOptimize Deploy Build Design
Requirements
Use
rsC
ustomers
Services Supplier Relationship Management
Business Relationship
Mgmt
Liaison, Education, Messaging
and Communicat
ions
Review, Planning & Development
Service desk
Incident Mgmt
Configuration Mgmt
Problem Mgmt
Availability Mgmt
Service Level Mgmt
IT Service Continuity Mgmt
Financial Mgmt
Capacity Mgmt
Release Mgmt
Change Mgmt
Evaluate
Maintain Plan
Implement
Control
Design & Planning
Technical Support
Operations
Deployment
ImplementImplement
Hardware
ImplementImplement
Networks
ImplementImplement
Environment
ImplementImplement
Processes
ImplementImplement
Database
ImplementImplement
Software
IT Service ManagementBusiness
Perspective Security Management
Application Management
ICT Infrastructure Management
Planning to Implement Service Management
What is the Vision?
Where are we now?
Where do we want to be?
How do we keep the momentum
going?
How do we get to where we want to
be?
How do we know we have reached our milestones?
Bu
siness P
rocesses
Th
e Tech
no
log
ySummary of ITIL®v2 Processes
C Level ITSM Strategy aligned with the Business Needs
ITIL implementation in phases of Continuous Improvement
Source: ITIL® IT Service Management Books (+HP)For HP and Partner Internal Use. May not shared externally.
5 April 18, 2023
Why Update ITIL?
• The industry has matured since 2000
• ITIL v2 tells us ‘what’ not ‘how’
• What is the Return on Investment?
• What about suppliers and customers?
• An integrated process model
• Application in different contexts
For HP and Partner Internal Use. May not shared externally.
Version 3 project
7 April 18, 2023
High level project• Version 2 feedback sessions
− itSMF
− Vendors
− Consulting
• Definition of Version 3− Lifecycle approach
− 5 core books
• Open bids for contributions• itSMF selection• Books authored and reviewed• Launch
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8 April 18, 2023
Next steps• It is not finished…
−Now working on “value add” and “complementary”
• Books are not intended to be static−Bloggs
−Updates
• Training−Foundation is decided
−Practitioner close
−Manager split in to two levels work in progress
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9 April 18, 2023
HP Contributions to ITIL® Refresh• ITIL® Advisory Group
−Ken Wendle−Jeroen Bronkhorst
• ITIL® Authors−Glossary
• Stuart Rance and Ashley Hanna
−Service Operations• David Wheeldon and David Cannon
• ITIL® Process Model development−Jeroen Bronkhorst
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Overview
11 April 18, 2023
V3 – anyone not seen this?
ServiceTransition
Continual ServiceImprovement
ServiceOperation
ServiceDesign
ServiceStrategies
ITIL
Governance Methods
Te
mp
late
s
Qualifications
ServiceTransition
Continual ServiceImprovement
ServiceOperation
ServiceDesign
ServiceStrategies
ITIL
ServiceTransition
Continual ServiceImprovement
ServiceOperation
ServiceDesign
ServiceStrategies
ITIL
Governance Methods
Te
mp
late
s
Qualifications
Governance Methods
Te
mp
late
s
Qualifications
Best Practices• CMMI• TOGAF• eTOM• Six Sigma• PMBOK• PRINCE2• SOA• COBIT• M_o_R Standards
• ISO/IEC 20000• ISO/IEC 17799• ISO/IEC 19770
• SOX• Certified Training
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12 April 18, 2023
Practical Decision MakingPractical Decision Making
CIO’sCIO’sIT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersVendorsVendors
Business Eco systems
From value chains to value nets
Adaptive processes for customers, services and strategies
Linking to external practices and standards
Managing uncertainty and complexity
Increasing the economic life of services
Selecting, adapting and tuning the best IT service strategies
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13 April 18, 2023
Pragmatic Service BlueprintPragmatic Service Blueprint
IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors
Policies, Architecture, Portfolios, service models
Effective technology, process and measurement design
Outsource, shared services, co-source models? How to decide & how to do it
The service package of utility, warranty, capability, metrics tree
Triggers for re-designFor HP and Partner Internal Use. May not shared externally.
14 April 18, 2023
IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors
Newly designed Change, Release & Newly designed Change, Release & Configuration processesConfiguration processes
Risk and quality assurance of designRisk and quality assurance of design
Managing organization & cultural change Managing organization & cultural change during transitionduring transition
Service management knowledge systemService management knowledge system
Integrating projects into transition Integrating projects into transition
Creating & selecting transition modelsCreating & selecting transition models
Managing change, risk & Managing change, risk & quality assurancequality assurance
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15 April 18, 2023
Responsive, stable servicesResponsive, stable services
IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors
Robust end to end operations practicesRobust end to end operations practices
Redesigned, incident and problem Redesigned, incident and problem processesprocesses
New functions and processesNew functions and processes
Event, technology and request Event, technology and request managementmanagement
Influencing strategy, design, transition Influencing strategy, design, transition and improvement and improvement
SOA, virtualization, adaptive, agile service SOA, virtualization, adaptive, agile service operation modelsoperation models
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16 April 18, 2023
Measures that mean somethingMeasures that mean something& improvements that work& improvements that work
IT ManagersIT ManagersConsultantsConsultantsPractitionersPractitionersOutsourcersOutsourcersVendorsVendors
The business case for ROIThe business case for ROI
Getting past just talking about itGetting past just talking about it
Overall health of ITSMOverall health of ITSM
Portfolio alignment in real-time with Portfolio alignment in real-time with business needsbusiness needs
Growth and maturity of SM practiceGrowth and maturity of SM practice
How to measure, interpret and How to measure, interpret and execute resultsexecute results
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What is new or changed…
18 April 18, 2023
Global Collaboration
• Public opinion surveys
• ITIL Advisory Group – 40 countries
• ITSM community stakeholders
• Standards, Qualifications, Practices
• Rapid language translations
• Formal mappings
• Integrated Service Lifecycle process maps
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19 April 18, 2023
New Processes
• Service Design Process
• Asset Management
• Knowledge Management
• Event Management
• Request Fulfillment
• Access Management
• Service Improvement Process
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20 April 18, 2023
What is a ‘Service’?• A ‘service’ is a means of delivering value to
customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks
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21 April 18, 2023
What is Service Management?
‘Service Management’ is a set of specialized organizational capabilities for providing value to customers in the form of services
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22 April 18, 2023
Service Catalogue• Part of the Service Portfolio• Services available for deployment or use• Information to be shared with customers• Business Service Catalogue
−Services of interest to customers
• Technical Service Catalogue−Underpinning services of interest to IT
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23 April 18, 2023
Service Knowledge Management System
Service Portfolio
ServicePipeline
ServiceCatalogue
Service Lifecycle
Service Status:
RequirementsDefined
AnalyzedApprovedCharteredDesigned
DevelopedBuildTest
ReleaseOperational
Retired
Customers/Users only allowed accessto services in this
range
Service Portfolio
RetiredServices
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24 April 18, 2023
Service Strategy…• Service Strategy Activities
−Define the market
−Develop the offerings
−Develop strategic assets
−Prepare for execution
−Service Portfolio Management (SPM)
For HP and Partner Internal Use. May not shared externally.
25 April 18, 2023
Service DesignFive major aspects of Service Design:
• Design of the service solutions; functional requirements, resources, capabilities needed & agreed
• Service management systems and tools, especially the Service Portfolio
• Design of the technical and management architectures and supporting tools
• Design of the ITSM processes• Design of the measurement systems,
methods and metrics
For HP and Partner Internal Use. May not shared externally.
26 April 18, 2023
Service Design Processes
•Service Level Management
•Service Catalogue Management
•Availability Management
•Information Security Management
•Supplier Management
For HP and Partner Internal Use. May not shared externally.
27 April 18, 2023
Configuration Item (CI)• Anything that needs to be managed in order to
deliver an IT Service • CI information is recorded in the Configuration
Management System• CI information is maintained throughout its
Lifecycle by Configuration Management• All CIs are controlled by Change Management• CIs typically include
− IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs
For HP and Partner Internal Use. May not shared externally.
28 April 18, 2023
Configuration Management System• Information about all Configuration Items
− CI may be entire service, or any component− Stored in 1 or more databases (CMDBs)
• CMS stores attributes− Any information about the CI that might be needed
• CMS stores relationships− Between CIs− With incident, problem, change records etc.
• CMS has multiple layers− Data sources and tools, information integration,
knowledge processing, presentation
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29 April 18, 2023
Knowledge Management• “The process responsible for gathering,
analysing, storing and sharing knowledge and information within an organisation.The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.”
For HP and Partner Internal Use. May not shared externally.
30 April 18, 2023
Data, Information, Knowledge and Wisdom (DIKW)
Wisdom
Knowledge
Information
Data
For HP and Partner Internal Use. May not shared externally.
31 April 18, 2023
Service Knowledge Management System
Data and Information
InformationIntegration
Layer
Knowledge Processing Layer
Presentation Layer
CMDB
CMDB
DML
Configuration management system
Service Knowledge base
Wisdom – ability to make decisions
For HP and Partner Internal Use. May not shared externally.
32 April 18, 2023
Definitive Media Library• Master copies of all software assets
−In house, external software house , COTS…
−Scripts as well as code
−Management tools as well as applications
−Including licenses
• Quality checked−Complete, correct, virus scanned…
• The only source for build and distribution
For HP and Partner Internal Use. May not shared externally.
Q&A…?
34 April 18, 2023
Sample bullet slide• Keep points clear and simple• Try not to exceed six bullets• Use as little text as possible• Edit your copy to fit the recommended font
sizes• Do not use bullet slides as a substitute for
speaker notes• To emphasize text, change the color only to
medium orange (don’t make text bold or italic)
For HP and Partner Internal Use. May not shared externally.
35 April 18, 2023
Titles and SubtitlesTitle—Futura Book, 36 pt.
• Select the subtitle text box above, copy and paste it onto slides with subtitles
−Vertical position setting for subtitle is 1.36”
−Horizontal position setting for subtitle is .51”
−This will keep the subtitles will be in the same position throughout the presentation and eliminate distracting jumping from slide to slide
• The bullet text box must also be moved down, to a vertical position 2.10” from top left corner
Subtitle—Futura Heavy, 24 pt. HP dark gray
For HP and Partner Internal Use. May not shared externally.
36 April 18, 2023
Capitalization• Capitalization standard is sentence case
for:−Presentation titles
−Slide titles and subtitles
−Bullet text
−Diagram labels and callouts
• Sentence case=capitalize first word only• Capitalize proper names, product names,
etc.
For HP and Partner Internal Use. May not shared externally.
“This is a sample quote slide. Select this text box and type your quote inside the quote marks.”
Source: type here
April 18, 202337 For HP and Partner Internal Use. May not shared externally.
38 April 18, 2023
Point 1
Agenda or emphatic list style—no subtitle
Point 2
Point 3
Point 4
Point 5
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39 April 18, 2023
Point 1
Agenda or emphatic list stylewith subtitle
Point 2
Point 3
Point 4
Subtitle goes here
For HP and Partner Internal Use. May not shared externally.
40 April 18, 2023
Slide with Bullets and Summary Box• Short summary statements or single key
points can use this box treatment for maximum emphasis
• Choose one of these box treatments and use it consistently throughout your presentation Choose one of these box treatments for your deck: this one is
a summary statement without a quote (no source text needed)
“Choose one of these box treatments for your deck: this one is a quote.”
Source of quote goes here
If anything on your slide covers the logo or other background graphics, create a white rectangle to cover background
graphics and “send to back"
For HP and Partner Internal Use. May not shared externally.
41 April 18, 2023
PowerPoint table
Column head Column head Column head Column head
Row head Data Data Data
Row head Data Data Data
Row head Data Data Data
Row head Data Data Data
Row head Data Data Data
Row head Data Data Data
Row head Data Data Data
Row head Data Data Data
Row head Data Data Data
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42 April 18, 2023
Data chart editing instructions:adding or deleting rows and columns
• To activate Table editing tools, choose “View” in the toolbar, then go to “Toolbars” and select “Tables and Borders”
− The Table and Border editing tools will appear, usually at the top of your work area
• Select the section of the table you want to change
• Select the little down arrow next to the word “Table” to make the dropdown menu appear
• Choose the editing action you need to perform (insert or delete rows or columns, change fill colors, etc.)
For HP and Partner Internal Use. May not shared externally.
43 April 18, 2023
Box treatment: two points
Bullet Point Bullet Point Bullet Point
Header
Bullet Point Bullet Point Bullet Point
Header
For HP and Partner Internal Use. May not shared externally.
44 April 18, 2023
Customer success style: title = company nameIndustry identifier
Quotation source, title
“Customer quotation indicating results or comments about how HP Software and BTO attributed to their success.”
Objective Approach Results
• Optimize continuity and front line effectiveness through IT centralization and consolidation
• Reduce costs through in-sourcing Enterprise Monitoring
• Improve governance of complex business systems
Operations•Network Management Center
−Network Node Manager−RAMS−Performance Insight
•Operations Center−Operations Manager−GlancePlus−Performance Manager
•Service Management Center−Service Desk
• Merged two service centers to create new Boral Shared Business Services (SBS)
• Improved service level performance by 5% across all priority levels in first 3 months
• Network incidents reduced 45%; achieved service availability targets
• 46% cost savings from in-sourced Enterprise Monitoring services
For HP and Partner Internal Use. May not shared externally.
45 April 18, 2023
Column chart—brights
Source Area: Future Book 14 pt
0
15
30
45
60
May June July
East
West
North
South
Northeast
Central
Keep your charts colored either in the bright or the neutral color set. Keep format colors as is.Don’t ungroup charts—make all possible changes in charting program. To access charting program to edit data, double click on chart.
For HP and Partner Internal Use. May not shared externally.
46 April 18, 2023
Pie chart—brights
33%
33% 33%
May
July
June
Keep your charts colored either in the bright or the neutral color set. Keep format colors as is.Don’t ungroup charts—make all possible changes in charting program. To access charting program to edit data, double click on chart.
For HP and Partner Internal Use. May not shared externally.
47 April 18, 2023
Line chart—brights
0
15
30
45
60
May June July
East
West
North
South
Keep your charts colored either in the bright or the neutral color set. Keep format colors as is.Don’t ungroup charts—make all possible changes in charting program. To access charting program to edit data, double click on chart.
For HP and Partner Internal Use. May not shared externally.
48 April 18, 2023
Column chart—neutrals
Source Area: Future Book 14 pt
0
15
30
45
60
May June July
East
West
North
South
Keep your charts colored either in the bright or the neutral color set. Keep format colors as is.Don’t ungroup charts—make all possible changes in charting program. To access charting program to edit data, double click on chart.
For HP and Partner Internal Use. May not shared externally.
49 April 18, 2023
Pie chart—neutrals
33%33%
33%
May
July
June
Keep your charts colored either in the bright or the neutral color set. Keep format colors as is.Don’t ungroup charts—make all possible changes in charting program. To access charting program to edit data, double click on chart.
For HP and Partner Internal Use. May not shared externally.
50 April 18, 2023
Line chart—neutrals
0
15
30
45
60
May June July
East
West
North
South
Keep your charts colored either in the bright or the neutral color set. Keep format colors as is.Don’t ungroup charts—make all possible changes in charting program. To access charting program to edit data, double click on chart.
For HP and Partner Internal Use. May not shared externally.
51 April 18, 2023
Sample organization chartGroup/DepartmentName
Department NameName
Department NameName
Department NameName
Department NameName
Department NameName
Department NameName
Department NameName
Department Name Name
Department Name Name
Department NameName
Department NameName
Department NameName
Department NameName
Department NameName
Department NameName
Department NameName
Department NameName
Department NameName
For HP and Partner Internal Use. May not shared externally.
52 April 18, 2023
HP light color palette
207103130
2040
102
1630
81
RGB
255148
75
23595
1
16260
6
253198
67
242171
1
172123
0
2224667
1762846
1191931
156219
44
100185
0
41133
39
0152246
0113180
072
116
RGB
53143104
369771
256749
110125222
83100203
4661
154
Mini palette
171166159
123123121
203201189
Standard line width is 1.5 pt.These are the standard arrowheads:
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Q&A