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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
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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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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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We can do better:
An ITSM Approach based on ITIL
Project Management
- PMBOK Project LifecycleIT Service Management
- ITIL Service LifecycleProject Initiation Project Planning Project Execution Project Monitor & Control Project Close
Service Strategy Service Design Service Transition Service Operations Service Improvement Project Charter Service Charter •Business Case •Product Description •Business Strategy •Service Catalog •Service Description PM Plan •Requirements •Scope •Time •Quality •Risks Service Models •Delivery •Support •Development •Availability •Capacity •Continuity •Security •SERVICE AGREEMENTS Service Design Package •Request Fulfilment •Access •Incident •Problem •Event
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 staffDraft 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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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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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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The Result: A complete service
solution and project success!!!
Draft beers inside
Draft Beer as a Service The Complete Business Solution!!