Biedrība itSMF
Latvija
19/11/2009, 2
What We Will Cover In This Module
What We Will Cover In This Module
•
General Concepts Around ITIL (V3)
•
Supporting Processes Principles
•
ITIL Implementation Life Cycle
•
Getting Started With A Practical
Biedrība itSMF
Latvija
19/11/2009, 3
Why “Service”?
Why “Service”?
Capacity
Warranty
Continuity
Security
Achieved
Result
Removed
Limitation
Or
Client Value
Utility
Usability +
Application
Biedrība itSMF
Latvija
19/11/2009, 4
The ITIL V3 Service Lifecycle
Biedrība itSMF
Latvija
19/11/2009, 5
Service Strategy
Service Strategy
How to build and refine a service
strategy
Service Lifecycle
IT Financial Management
Demand Management
Service Portfolios
Organizational Design
Generic Technology Requirements
Provide guidance on strategic analysis, planning, positioning, and
implementation with respect to service models, strategies, and strategic
objectives to deliver value to customers and capture value for service
providers
Biedrība itSMF
Latvija
19/11/2009, 6
Service Design
Service Design
How to design services
Sourcing Services
Establishing Service Metrics
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management
Service Acceptance Criteria
Translates strategic plans and objectives and creates the designs and
specifications for execution through service transition and operations
bringing together the infrastructure, applications, systems, and
processes, along with partners and suppliers, to create a superior
service offering
Biedrība itSMF
Latvija
19/11/2009, 7
Service Transition
Service Transition
How to transition services to production
Change Management
Release Management
Service Asset and Configuration
Management
Knowledge Management
Management of Organization and
Stakeholder Change
Service Testing
Service Release Acceptance, Test and
Pilot
Ensures that the design will deliver the intended strategy and
that it can be operated and maintained effectively
Biedrība itSMF
Latvija
19/11/2009, 8
Service Operations
Service Operations
How to operate services while in production
Incident Management
Request Fulfillment Management
Problem Management
Access Management
Common Service Operation Activities
Application Management Activities
Service Monitoring and Control
Manage a service through its production life of day-to-day
management.
service owners, operational staff, vendors and service providers
customers, end users, business and IT management
Biedrība itSMF
Latvija
19/11/2009, 9
Continual Service Improvement
Continual Service Improvement
7-Step Process For Continual
Improvement
Service Measurement
Service Assessment and Analysis
Service Improvement Strategies
Service Control Loop
Service Measurement
Ensure that a service delivers the maximum benefit and measure
its performance through its life, suggesting improvements along
the way
Biedrība itSMF
Latvija
19/11/2009, 10
Supporting Processes Principles
Biedrība itSMF
Latvija
19/11/2009, 11
Process management (process manager)
1.
task
procedure
(work
instruction)
doer
(role)
responsibility
measurement
motivation
evaluation
n.
task
procedure
(work
instruction)
doer
(role)
responsibility
measurement
motivation
evaluation
Start
Objective
Initiation
preconditions
Evaluation
Measurable
result
End
Benefits
Process in General
Biedrība itSMF
Latvija
19/11/2009, 12
Stucture: Functions
IS Dev
Dept
IT Ops
Dept
Data Center
Director
Processes
Processes
Organization – a Collection of Processes
Organization – a Collection of Processes
Change
Management
Configuration
Management
Service Level
Management
Biedrība itSMF
Latvija
19/11/2009, 13
Processes
Processes
Organization – a Collection of Processes
Organization – a Collection of Processes
IS Dev
IT Ops
Process
Mgmnt
Structure: processes
DC
Change
Management
Configuration
Management
Service Level
Management
Biedrība itSMF
Latvija
19/11/2009, 14
Processes
Processes
Organization – a Collection of Processes
Organization – a Collection of Processes
IS Dev
Dept
IT Ops Dept
Data Center
Core (Functional) Processes
Service Management Processes
Change
Management
Configuration
Management
Service Level
Management
Biedrība itSMF
Latvija
19/11/2009, 15
The ITIL V3 Service Lifecycle
Biedrība itSMF
Latvija
19/11/2009, 16
Processes
Processes
• Finance Management
• Service Portfolio Management
• Demand Management
Biedrība itSMF
Latvija
19/11/2009, 17
Processes
Processes
• Service Catalogue Management (SCM)
• Service Level Management (SLM)
• Capacity Management
• Availability Management
• IT Service Continuity Management (ITSCM)
• Information Security Management (ISM)
Biedrība itSMF
Latvija
19/11/2009, 18
Processes
Processes
• Processes Driving this Phase:
– Change Management
– Resource and Configuration Management
– Knowledge Management
• Processes Focusing on Service Transition, but Supporting Other
Phases as Well:
– Transition Planning and Support
– Release Management
– Service Validation and Testing
– Evaluation
Biedrība itSMF
Latvija
19/11/2009, 19
Processes
Processes
• Event Management Process
• Incident Management Process
• Request Fulfillment Process
• Access Management Process
• Problem Management Process
Biedrība itSMF
Latvija
19/11/2009, 20
7 Steps Improvement Process
7 Steps Improvement Process
Identify:
•
Vision, Mission, Values
•
Strategy
•
Tactical Objectives
•
Operational Objectives
Step 1:
Define, What You
Should
Measure
Step 5:
Analyse the Data (Relations?
Trends? According to Plan?
Targets Met?)
Step 4:
Process the Data
(Frequency? Format?
System? Accuracy)
Step 3:
Gather the Data (Who?
How? When? Integrity
of Data)
Step 2:
Define What You
Can
Measure
Step 6:
Present and Use the Information,
Assessment Summary, Action
Plans, etc.
Step 7:
Implement Corrective
Action
Biedrība itSMF
Latvija
19/11/2009, 21
Implementing Lifecycle – Theory
Biedrība itSMF
Latvija
19/11/2009, 22
The Program Implementation Lifecycle
The Program Implementation Lifecycle
ITSM
Visioning
ITSM
Visioning
Month 1
Months 2-3
Month 4
Months 5-7
Months 8-11
What Is The
Vision?
Where Are
We Now?
How Will
We Get
There?
How Do We
Know We’ve
Succeeded?
How Do We
Get To Our
Vision?
(Define)
(Measure)
(Assess)
(Implement)
(Control)
ITSM
Visioning
ITSM
Assessment
Visioning
ITSM
ITSM
Planning
Visioning
ITSM
ITSM
Foundation
Visioning
ITSM
ITSM
Control
ITSM
Visioning
ITSM
Initial Wins
ITSM
Visioning
ITSM
Visioning
Month 1
Months 2-3
Month 4
Months 5-7
Months 8-11
What Is The
Vision?
Where Are
We Now?
How Will
We Get
There?
How Do We
Know We’ve
Succeeded?
How Do We
Get To Our
Vision?
(Define)
(Measure)
(Assess)
(Implement)
(Control)
ITSM
Visioning
ITSM
Assessment
Visioning
ITSM
ITSM
Planning
Visioning
ITSM
ITSM
Foundation
Visioning
ITSM
ITSM
Control
ITSM
Visioning
ITSM
Initial Wins
Service
Strategy
Continual
Service
Improvement
Service
Design
Service
Transition
Service
Biedrība itSMF
Latvija
19/11/2009, 23
Implementing Lifecycle – Practical Approach
Biedrība itSMF
Latvija
19/11/2009, 24
Step 1
Build
Portfolio Of
Services
Step 2
Build Cost
Baseline
Step 3
Build IT
Service Model
Step 4
Identify Service
and Cost
Improvements
Step 5
Identify ITSM
Service
Improvement
Roadmap
IT Operating Statement
Service Portfolio
IT Service Model
IT Service Operating
Statements
IT Service Ledger
Integrated Cost/Value
Model
Inventory of Service
Improvement
Opportunities
Prioritized
Service
Improvement
Project Scope
Statements
ITSM Roadmap
A 5-Step Tactical Approach Using ITIL
A 5-Step Tactical Approach Using ITIL
Service Strategy To Transform How IT
Service Strategy To Transform How IT
Manages Itself
Biedrība itSMF
Latvija
19/11/2009, 25
Step 1 – Building The IT Service Portfolio
Step 1 – Building The IT Service Portfolio
1. Inventory IT Services being provided (or
planned to be provided) to the business
2. Inventory IT Business Support Services
drawing them from applications inventories
3. Create high level service descriptions for each
service identified
4. Group services into service lines
5. Create the IT Service Portfolio
Biedrība itSMF
Latvija
19/11/2009, 26
Step 1 - Building The IT Service
Step 1 - Building The IT Service
Portfolio
Portfolio
Service
Title
Status Proposed
Description This service is for delivery of electronic messages to and from bank Associates.
Standard Service Features
• Send and receive email messages, both internally and via the Internet.
• Includes a calendar feature with scheduling capability.
• Easily accessible Global address list of email addresses and “white page” information.
• Allows 100Mb of mailbox storage space by default.
• Send and receive file attachments (such as Word documents, Excel spreadsheets, etc).
• Provides the ability to create “distribution groups” holding a number of e-mail addresses for easy distribution.
• Email and calendar items over 90 days old are automatically deleted, per legal requirements.
• Provides access to mailbox via a browser (Outlook Web Access)
• Allows for shared messages, contacts, and calendar items through Public Folders.
• Anti-virus and anti-spam functions.
• Allows for SEC compliance. Available only for Associates bound by Section 16 and Section 20 requirements, and other Associates bound by specific licensing.
Delivery Scope Enterprise-wide, within the domestic U.S.
Delivery
Channels BAND desktops/laptops, Blackberry, mainframe terminal (for TAO only) Availability 24 hours 7 days per week including holidays.
User
Requirements • Any standard BAND desktop configuration.
• Active Directory account.
• Exchange 2003 mailbox.
Service
Initiation iOrder; EC website (http://email.bankofamerica.com). Service
Support Service Desks supporting desktop productivity applications: National Help Line for Banking Centers, MTI Help Desks and Foundational Help Desk (800-SUPPORT)
Costs $40/month per account chargeback.
Service Targets • Requests to add, delete, or change the name of an email account are process ed within 3 – 5 days.
• Service restoration within 2 hours for a Severity 1 outage, within 24 hours for
Service Name
Description
Status (i.e. Current, Planned)
Key Features
Scope
Delivery Channels
Customer Expectations
Customer Definition
Customer Demand Levels
Availability
Customer Charges
Current Customer Satisfaction Levels
Current Service Issues
Service Agreements If They Exist
Biedrība itSMF
Latvija
19/11/2009, 27
Step 1 - Building The IT Service
Step 1 - Building The IT Service
Portfolio
Portfolio
IT Business Support Services
(Core business, operations support, basic IT)
Service Design
And Build
Services
Service
Transition
Support
Services
Operational
Management
Support
Services
Resource
Management
Services
Strategy and Control Services
Business Facing Services
IT Facing Services
(Service Design) (Service Transition)
(Service Operations)
Biedrība itSMF
Latvija
19/11/2009, 28
Step 1 - Building The IT Service
Step 1 - Building The IT Service
Portfolio
Portfolio
• IT Will Struggle To Identify Their Services
• The Business May Also Struggle
• Tendency To Make Functions and Features
Separate Services
• Tendency To make Discrete Services By
Technology Platform Or IT Organization
• Struggle To Avoid Technology-Speak When
Describing Services
Biedrība itSMF
Latvija
19/11/2009, 29
Step 2 – Building The Cost Baseline
Step 2 – Building The Cost Baseline
1. Gather existing budgets, financial
documents, leases, cost pools and
chargeback reports
2. Integrate this information into an IT
Financial Ledger
Output From This Step Becomes Your Cost Baseline
Biedrība itSMF
Latvija
19/11/2009, 30
Step 2 – Building The Cost Baseline
Step 2 – Building The Cost Baseline
Costs
Hardware
UNIX Server SaPAPI
UNIX Server SAPDev
etc....
Software
Oracle database Licenses
AIX V6.2 OS Software
SAP License
etc....
Staff
Frank Mesina
Joe Eggemeyer
etc....
External Services
SAP Maintenance
Bangalore Service Desk
SAP Consulting
etc....
Facilities
Building Rental
Utilities
etc....
Other
Service Penalties
Unplanned Labor
etc....
$140,000
$110,500
$180,000
$610,000
$200,000
$100,000
$100,000
$50,000
$124,700
$432,000
$500,000
$110,200
$100,000
$765,200
Total Costs:
$3,522,400
Revenue
Direct
SAP Chargeback
Data Center Leaseback
etc...
Indirect
Company Revenue
$2,525,600
$1,500,000
$35,400,000
Total Revenue:
$39,425,600
IT
Operating
Statement
(Example)
Biedrība itSMF
Latvija
19/11/2009, 31
Step 2 – Building The Cost Baseline
Step 2 – Building The Cost Baseline
Expect These Challenges!
Financ
ial
Inform
ation
Cost Pool Rep
orts
Exp
ense
Rep
orts
Acco
unt L
edger
s
Chargeback Resu
Leases
lts
Budgets
Asset Repositories
Information Is
Everywhere!
Biedrība itSMF
Latvija
19/11/2009, 32
Step 3 – Building The IT Service Model
Step 3 – Building The IT Service Model
1.
Assign resources and assets to the service portfolio
2.
Assign resource percentages based on demand by
each service that uses them
3.
Convert percentages to costs
4.
Summarize the costs for each service into Service
Operating Statements
5.
Identify units of work that consume the services and
their volumes (Demand Drivers)
6.
Identify unit costs for those units of work
Biedrība itSMF
Latvija
19/11/2009, 33
Step 3 – Building The IT Service Model
Step 3 – Building The IT Service Model
1) Assign Resources and Assets To Services
....
....
....
....
....
Etc...
....
X
X
X
Oracle DB Licenses
....
X
X
X
Unplanned Labor
....
X
X
Service Penalties
....
X
X
X
Utilities
....
X
X
X
Building Rental
....
X
X
X
Bangalore Service Desk
....
X
SAP Maintenance
....
X
X
AIX V6.2 OS Software
....
X
UNIX Server SAPDev
....
X
UNIX Server SaPAPI
Control
Total
Etc...
HR Support
Manufacturing
Support
....
....
....
....
....
Etc...
....
X
X
X
Oracle DB Licenses
....
X
X
X
Unplanned Labor
....
X
X
Service Penalties
....
X
X
X
Utilities
....
X
X
X
Building Rental
....
X
X
X
Bangalore Service Desk
....
X
SAP Maintenance
....
X
X
AIX V6.2 OS Software
....
X
UNIX Server SAPDev
....
X
UNIX Server SaPAPI
Control
Total
Etc...
HR Support
Manufacturing
Support
Service Allocation
Biedrība itSMF
Latvija
19/11/2009, 34
Step 3 – Building The IT Service Model
Step 3 – Building The IT Service Model
2) Assign Percentages Based On Usage
....
....
....
....
....
Etc...
100%
....
14%
20%
66%
Oracle DB Licenses
100%
....
3%
67%
24%
Unplanned Labor
100%
....
0%
27%
10%
Service Penalties
100%
....
2%
2%
8%
Utilities
100%
....
2%
2%
8%
Building Rental
100%
....
12%
22%
18%
Bangalore Service Desk
100%
....
0%
0%
100%
SAP Maintenance
100%
....
34%
0%
22%
AIX V6.2 OS Software
100%
....
0%
0%
100%
UNIX Server SAPDev
100%
....
0%
0%
100%
UNIX Server SaPAPI
Control
Total
Etc...
HR Support
Manufacturing
Support
....
....
....
....
....
Etc...
100%
....
14%
20%
66%
Oracle DB Licenses
100%
....
3%
67%
24%
Unplanned Labor
100%
....
0%
27%
10%
Service Penalties
100%
....
2%
2%
8%
Utilities
100%
....
2%
2%
8%
Building Rental
100%
....
12%
22%
18%
Bangalore Service Desk
100%
....
0%
0%
100%
SAP Maintenance
100%
....
34%
0%
22%
AIX V6.2 OS Software
100%
....
0%
0%
100%
UNIX Server SAPDev
100%
....
0%
0%
100%
UNIX Server SaPAPI
Control
Total
Etc...
HR Support
Manufacturing
Support
Biedrība itSMF
Latvija
19/11/2009, 35
Step 3 – Building The IT Service Model
Step 3 – Building The IT Service Model
3) Convert Percentages To Costs
$765,200
....
$422,300
$989,600
$1,402,365
Totals:
....
....
....
....
....
Etc...
$180,000
....
$25,200
$36,000
$118,800
Oracle DB Licenses
$765,200
....
$22,956
$512,684
$183,648
Unplanned Labor
$100,000
....
$0
$27,000
$10,000
Service Penalties
$110,200
....
$2,204
$2,204
$8,816
Utilities
$500,000
....
$10,000
$10,000
$40,000
Building Rental
$124,700
....
$14,964
$27,434
$22,446
Bangalore Service Desk
$50,000
....
$0
$0
$50,000
SAP Maintenance
$610,000
....
$207,400
$0
$134,200
AIX V6.2 OS Software
$110,500
....
$0
$0
$140,000
UNIX Server SAPDev
$140,000
....
$0
$0
$140,000
UNIX Server SaPAPI
Control
Total
Etc...
HR Support
Manufacturing
Support
$765,200
....
$422,300
$989,600
$1,402,365
Totals:
....
....
....
....
....
Etc...
$180,000
....
$25,200
$36,000
$118,800
Oracle DB Licenses
$765,200
....
$22,956
$512,684
$183,648
Unplanned Labor
$100,000
....
$0
$27,000
$10,000
Service Penalties
$110,200
....
$2,204
$2,204
$8,816
Utilities
$500,000
....
$10,000
$10,000
$40,000
Building Rental
$124,700
....
$14,964
$27,434
$22,446
Bangalore Service Desk
$50,000
....
$0
$0
$50,000
SAP Maintenance
$610,000
....
$207,400
$0
$134,200
AIX V6.2 OS Software
$110,500
....
$0
$0
$140,000
UNIX Server SAPDev
$140,000
....
$0
$0
$140,000
UNIX Server SaPAPI
Control
Total
Etc...
HR Support
Manufacturing
Support
Biedrība itSMF
Latvija
19/11/2009, 36
Step 3 – Building The IT Service Model
Step 3 – Building The IT Service Model
4) Summarize Costs Into Service Operating Statements
Costs
Hardware
UNIX Server SaPAPI UNIX Server SAPDev etc....
Software
Oracle database Licenses SAP License etc.... Staff Frank Mesina Joe Eggemeyer etc.... External Services SAP Maintenance Bangalore Service Desk SAP Consulting etc....
Facilities
Absorbed Building Rental Absorbed Utilities etc.... Other Service Penalties Unplanned Labor etc.... $140,000 $110,500 $90,000 $200,000 $15,000 $50,000 $50,000 $25,200 $432,000 $22,000 $12,200 $0 $210,500
Total Costs:
$1,402,365
Revenue
Direct SAP Chargeback etc... Indirect Product Sales $2,525,600 $17,500,000Total Revenue:
$20,025,600
Service Operating Statement – HR Support
Costs
Hardware
UNIX Server SaPAPI UNIX Server SAPDev etc....
Software
Oracle database Licenses SAP License etc.... Staff Frank Mesina Joe Eggemeyer etc.... External Services SAP Maintenance Bangalore Service Desk SAP Consulting etc....
Facilities
Absorbed Building Rental Absorbed Utilities etc.... Other Service Penalties Unplanned Labor etc.... $140,000 $110,500 $90,000 $200,000 $15,000 $50,000 $50,000 $25,200 $432,000 $22,000 $12,200 $0 $210,500
Total Costs:
$1,402,365
Revenue
Direct SAP Chargeback etc... Indirect Product Sales $2,525,600 $17,500,000Total Revenue:
$20,025,600
Service Operating Statement – Email
Costs
Hardware
UNIX Server SaPAPI UNIX Server SAPDev etc....
Software
Oracle database Licenses SAP License etc.... Staff Frank Mesina Joe Eggemeyer etc.... External Services SAP Maintenance Bangalore Service Desk SAP Consulting etc....
Facilities
Absorbed Building Rental Absorbed Utilities etc.... Other Service Penalties Unplanned Labor etc.... $140,000 $110,500 $90,000 $200,000 $15,000 $50,000 $50,000 $25,200 $432,000 $22,000 $12,200 $0 $210,500
Total Costs:
$1,402,365
Revenue
Direct SAP Chargeback etc... Indirect Product Sales $2,525,600 $17,500,000Total Revenue:
$20,025,600
Service Operating Statement – Manufacturing Support
Costs
Hardware
UNIX Server SaPAPI UNIX Server SAPDev etc....
Software
Oracle database Licenses SAP License etc.... Staff Frank Mesina Joe Eggemeyer etc.... External Services SAP Maintenance Bangalore Service Desk SAP Consulting etc....
Facilities
Absorbed Building Rental Absorbed Utilities etc.... Other Service Penalties Unplanned Labor etc.... $140,000 $110,500 $90,000 $200,000 $15,000 $50,000 $50,000 $25,200 $432,000 $22,000 $12,200 $0 $210,500
Total Costs:
$1,402,365
Revenue
Direct SAP Chargeback etc... Indirect Product Sales $2,525,600 $17,500,000Total Revenue:
$20,025,600
Service Operating Statement – HR Support
Costs
Hardware
UNIX Server SaPAPI UNIX Server SAPDev etc....
Software
Oracle database Licenses SAP License etc.... Staff Frank Mesina Joe Eggemeyer etc.... External Services SAP Maintenance Bangalore Service Desk SAP Consulting etc....
Facilities
Absorbed Building Rental Absorbed Utilities etc.... Other Service Penalties Unplanned Labor etc.... $140,000 $110,500 $90,000 $200,000 $15,000 $50,000 $50,000 $25,200 $432,000 $22,000 $12,200 $0 $210,500
Total Costs:
$1,402,365
Revenue
Direct SAP Chargeback etc... Indirect Product Sales $2,525,600 $17,500,000Total Revenue:
$20,025,600
Service Operating Statement – HR Support
Costs
Hardware
UNIX Server SaPAPI UNIX Server SAPDev etc....
Software
Oracle database Licenses SAP License etc.... Staff Frank Mesina Joe Eggemeyer etc.... External Services SAP Maintenance Bangalore Service Desk SAP Consulting etc....
Facilities
Absorbed Building Rental Absorbed Utilities etc.... Other Service Penalties Unplanned Labor etc.... $140,000 $110,500 $90,000 $200,000 $15,000 $50,000 $50,000 $25,200 $432,000 $22,000 $12,200 $0 $210,500
Total Costs:
$1,402,365
Revenue
Direct SAP Chargeback etc... Indirect Product Sales $2,525,600 $17,500,000Total Revenue:
$20,025,600
Service Operating Statement – Email
Costs
Hardware
UNIX Server SaPAPI UNIX Server SAPDev etc....
Software
Oracle database Licenses SAP License etc.... Staff Frank Mesina Joe Eggemeyer etc.... External Services SAP Maintenance Bangalore Service Desk SAP Consulting etc....
Facilities
Absorbed Building Rental Absorbed Utilities etc.... Other Service Penalties Unplanned Labor etc.... $140,000 $110,500 $90,000 $200,000 $15,000 $50,000 $50,000 $25,200 $432,000 $22,000 $12,200 $0 $210,500
Total Costs:
$1,402,365
Revenue
Direct SAP Chargeback etc... Indirect Product Sales $2,525,600 $17,500,000Total Revenue:
$20,025,600
Service Operating Statement – Email
Costs
Hardware
UNIX Server SaPAPI UNIX Server SAPDev etc....
Software
Oracle database Licenses SAP License etc.... Staff Frank Mesina Joe Eggemeyer etc.... External Services SAP Maintenance Bangalore Service Desk SAP Consulting etc....
Facilities
Absorbed Building Rental Absorbed Utilities etc.... Other Service Penalties Unplanned Labor etc.... $140,000 $110,500 $90,000 $200,000 $15,000 $50,000 $50,000 $25,200 $432,000 $22,000 $12,200 $0 $210,500
Total Costs:
$1,402,365
Revenue
Direct SAP Chargeback etc... Indirect Product Sales $2,525,600 $17,500,000Total Revenue:
$20,025,600
Service Operating Statement – Manufacturing Support
Costs
Hardware
UNIX Server SaPAPI UNIX Server SAPDev etc....
Software
Oracle database Licenses SAP License etc.... Staff Frank Mesina Joe Eggemeyer etc.... External Services SAP Maintenance Bangalore Service Desk SAP Consulting etc....
Facilities
Absorbed Building Rental Absorbed Utilities etc.... Other Service Penalties Unplanned Labor etc.... $140,000 $110,500 $90,000 $200,000 $15,000 $50,000 $50,000 $25,200 $432,000 $22,000 $12,200 $0 $210,500