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www.GrahamFurnis.com Furnis PM Services

1

© Copyright WG Furnis Enterprises Limited, 2012

Leverage Project Management

with ITIL Service Management

Project Management is focused on doing things right when

running your projects.

Service Management will help focus your projects on

doing the right things for achieving successful business

outcomes.

Graham Furnis

Furnis PM Services - Project and Service Management

www.GrahamFurnis.com Furnis PM Services

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© Copyright WG Furnis Enterprises Limited, 2012

Agenda:

1.

Defining our Terms

2.

Compare Best Practice Frameworks for Project and Service

Management

3.

A Walk Through

1. Project Initiation and ITIL Service Strategy 2. Project Planning and ITIL Service Design

3. Project Execution, Monitor & Control with ITIL Service Transition 4. Project Close and ITIL Service Operations

5. ITIL Continual Service Improvement

4.

Summary

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Definitions



Best Practice Framework

 A structure, generally in the form of a lifecycle, for describing

successful actions proven over time to manage something



Service Management

 A business philosophy for delivering a product as an integrated

solution described as a service



ITSM (IT Service Management)

 An IT business philosophy for delivering IT technology as an

integrated service solution



ITIL (IT Infrastructure Library)

 A complete and specific ITSM framework for managing, developing,

delivering, supporting and improving IT Services

ITIL Service Lifecycle

Transition Planning & Support Change Management

Service Asset & Configuration Management Release & Deployment Management

Service Validation & Testing Change Evaluation Knowledge Management

Service Transition

Service Strategy

Service Portfolio Management

Financial Management

Strategy Management Demand Management Business Relationship Management

Service Operation Event Management Incident Management Request Fulfillment Problem Management Access Management Service Desk Technical Management IT Operations Management

Continual Service Improvement

Service Catalog Management Service Level Management

Availability Management Capacity Management Supplier Management Information Security Management IT Service Continuity Management

Design Coordination Service Design Transition Ope ratio n D esig n Improvement Strategy

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Comparing the Lifecycles

Project Management

PMBOK Project Lifecycle

Project Initiation Project Planning Project Execution Project Monitor & Control Project Close

IT Service Management

ITIL Service Lifecycle

Service Strategy Service Design Service Transition Service Operations Service Improvement

P D

A C

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We Need a Project Theme?



What product / service are we receiving tonight?

 Presentation Services?  Food Services?  Beverage Services?  Beer Service!!

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© Copyright WG Furnis Enterprises Limited, 2012

The Project:



The Quick Project Charter

 Currently bottled beers only

 Install draft beer equipment to and serve draft beers

Introduce Draft Beer products to the Pub

PMP Recap: What do we need

to do for the project?



The quick product requirements

 Install keg brackets  Install draft plumbing  Install bar taps  ……



The outcome…

 Serving new draft beer

The PM Plan The Project Charter

Act Act Act Requirements

Deliverables

WP

Components

WP WP Act Act Act

Scope

Time

Cost Quality

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© Copyright WG Furnis Enterprises Limited, 2012

We can do better:

An ITSM Approach based on ITIL

Project Management

- PMBOK Project Lifecycle

IT Service Management

- ITIL Service Lifecycle

Project Initiation Project Planning Project Execution Project Monitor & Control Project Close

Service Strategy Service Design Service Transition Service Operations Service Improvement Project Charter Service CharterBusiness CaseProduct DescriptionBusiness StrategyService CatalogService Description PM PlanRequirementsScopeTimeQualityRisks Service ModelsDeliverySupportDevelopmentAvailabilityCapacityContinuitySecurity •SERVICE AGREEMENTS Service Design PackageRequest FulfilmentAccessIncidentProblemEvent

Development / Check & Act

Development Check & Act

Transfer Acceptance

Sign off / Approval

Transfer Acceptance Sign off CSI Register Ongoing Review Ongoing Improvements

Sign off / Close

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Service Strategy: The Service:

Draft Beer as a Service



Core Service

= the main outcome

 Capability to serve Draft Beer



Enabling Services

= necessary support services for customers

to use the core service with satisfaction

 Bar tending, Waiting staff

 Draft beer menu  And much more…



Enhancing Services

= the differentiator; the “excitement factor”

 Branded draft glasses; branded coasters  Multiple draft beer brands

 Tasting samples

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© Copyright WG Furnis Enterprises Limited, 2012

Service Strategy: Charter

Providing High Level Direction

Portfolio Management Project Management Service Management Operations Management Project Management Office Service Management Office Program Management

Service Catalog = Service Portfolio Business Case Forecasts Strategy Management Demand Management Business Relationship Management Financial Management

Service Design: Requirements

Service Models & Designs

The Delivery Model 





 customer focused

Use / Consumption / Availability Capacity Supplier Continuity Service Level Agreements • Managing Expectations Service Catalog

• Publish & Promote

Security

Draft beers inside

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© Copyright WG Furnis Enterprises Limited, 2012

Service Design: More Requirements

More Service Models & Designs

The Support Model 





 Operations

Ordering & Enquiring / The Customer Incident Problem Event Service Catalog Service Agreements • Referencing Access …Progressive Elaboration…

How many options are there to place an order?

•Walk up to the bar •Service staff

•Request button on tables •Text Messaging

Request Fulfilment

• The Service Desk

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Service Transition

Service Development

Change Management

Service Asset & Configuration Management

Service Validation & Testing Change Evaluation

Service

Design

Package

Service Transition Project Management

Project Change Management

Project Configuration Management Quality Management Risk Management Release & Deployment Management Project Integration Management

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© Copyright WG Furnis Enterprises Limited, 2012

The Result: A complete service

solution and project success!!!

Draft beers inside

Draft Beer as a Service The Complete Business Solution!!

Thank You! Cheers!

Happy and Safe Holidays!

Please contact us if you would like to

present at one of our next PDU nights.

Next PMP Exam Prep Course Starts

Jan 14, 2013

Graham@FurnisPMP.com

www.GrahamFurnis.com

References

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