ITIL and Software Development
Rudy Stubler
November 13, 2008
www.gl-spin.org
Rudy Stubler - GL-SPIN - Nov 13, 2008 2
Who Am I?
23 Years in IT
6 spent in ITSM / ITIL
Co-Founder & past President
Multiple Certifications
(
www.itsmfusa.org
/
www.gllig.org)
Manager, IT Service
Management
Agenda
• ITIL – What is it
– IT Service Management
– Brief History of ITIL
– ITIL V3
– Processes and Services
• SDLC and ITIL Life Cycle Approach
• Q&A
Rudy Stubler - GL-SPIN - Nov 13, 2008 4
Global Service Maturity
Most
Companies
are Here
… to enable delivery of
global shared services
We need to implement IT
IT Service Management and ITIL
“IT Service Management (ITSM) is the collective
behaviors, competencies, processes, management
systems, and technologies that drive the IT
organization’s ability to deliver desirable and
predictable results.”
Gartner, 2005
“IT Infrastructure Library (ITIL)
is an industry leading best
practice ‘framework’ used by
organizations worldwide as a
guidance to establish and
improve ITSM capabilities”
Rudy Stubler - GL-SPIN - Nov 13, 2008 6
IT Service Management Capabilities
Technology Services (e.g. server hosting, connectivity, database)
Business Facing Services (e.g. Applications, PCs, Audio)
Business Services
Integrated Processes
Technology & Tools
Organization
People
Roles
Functions
Partners
Policies
HR
Purchasing
Finance
Sourcing
Legal
Etc..
THE BUSINESS
THE INFRASTRUCTURE
ITIL History
1989 - Mid 90’s ITIL V1
46 Books
Mid 90’s -2007
7 Books
2007+
5 Books
“Support the
Business”
“Align to the
Business”
“Integrate with
the Business”
ITIL provides best practice guidance on how to manage ITSM
capabilities
Rudy Stubler - GL-SPIN - Nov 13, 2008 8
The ITIL V3 Library
Service Strategy – define the market, manage your service portfolio
Service Design – design the services, manage the service catalog
Service Transition – build the services
Service Operations – operate the services, manage the service
quality
Rudy Stubler - GL-SPIN - Nov 13, 2008 10
Rudy Stubler - GL-SPIN - Nov 13, 2008 12
Processes
The Capability of the Services is
directly dependent upon the
Maturity of the Processes
P
ro
ce
ss
M
a
tu
rit
y
S
e
rv
ic
e
C
a
pa
bi
lit
y
Services
As the Processes Mature, the
Service Capability will Increase
Services are Dependant upon the Processes
Processes
P
ro
ce
ss
M
at
ur
ity
S
er
vi
ce
C
ap
ab
ili
ty
Software Development / ITIL Processes
Initiate
Analyze
Design Develop
Implement
Operate
Service
Strategy
Service
Design
Service
Transition
Service
Operations
Rudy Stubler - GL-SPIN - Nov 13, 2008 14
Initiate Service Strategy
Initiate
Service
Strategy
ITIL Processes
Demand Management
Portfolio Management
IT Financial Management
Rudy Stubler - GL-SPIN - Nov 13, 2008 16
Analysis & Design Service Design
Design
Analyze
Service
Design
ITIL Processes
Service Level Management
Availability Management
Capacity Management
Continuity Management
Security Management
Catalog Management
DELIVERABLE: SERVICE DESIGN
PACKAGE
Service Level Management
CUSTOMER
NEEDS
PERFORMANCE
SATISFACTION
INTERNAL
SUPPLIERS
EXTERNAL
SUPPLIERS &
MAINTAINERS
SLA
OLA
UC
IT Service
IT Systems
IT Systems
IT Systems
IT Systems
Rudy Stubler - GL-SPIN - Nov 13, 2008 18
Develop & Implement Service Transition
Develop
Implement
Service
Transition
ITIL Processes (V2)
Change Management
Release Management
Knowledge Management
Configuration Management
DELIVERABLE: PRODUCTION
APPLICATION
Change Management
Monitoring
and
Planning
Test
Implement
Registration
and
Classification
Approval
Authorization
and
Implementation
Evaluation
(PIR)
C
h
a
n
g
e
M
a
n
a
g
e
m
e
n
t
P
r
o
j
e
c
t
M
a
n
a
g
e
m
e
n
t
Build
C
A
B
Rudy Stubler - GL-SPIN - Nov 13, 2008 20
Release Management
Development
Environment
Controlled Test
Environment
Live
Environment
Release
Policy
Release
Planning
Design &
Develop, Or Order
& Purchase The
Software
Build &
Configure
The
Release
Fit-For-Purpose
Testing
Release
Acceptance
Roll-Out
Planning
Training
Distribution
&
Installation
RELEASE MANAGEMENT
Definitive Software Library (DSL)
Communication & Preparation
Definitive Hardware Store (DHS)
Configuration Management Database (CMDB)
Operate Operate
Operate
Service
Operations
ITIL Processes
Event Management
Incident Management
Request Management
Problem Management
Rudy Stubler - GL-SPIN - Nov 13, 2008 22
CI at
Fault
Change
Management
Incident Management
Problem
Management
Relationship Between Incident,
Problem & Change Management
Problem
Problem
Known Error
Known Error
Change Management
X
X
X
X
X
X
X
X
}
X
X
X
X
}
X
X
X
X
}
Work-Around
}
Incident
Matching
Problem Evolves Into Known ErrorRoot
Cause
Found
Request
For
Change
The Efficiency and Effectiveness Funnel
INCIDENTS
INCIDENTS
INCIDENTS
INCIDENTS
INCIDENTS
Nth Level
Support
1st Level
Support
Rudy Stubler - GL-SPIN - Nov 13, 2008 24
The Efficiency and Effectiveness Funnel
INCIDENTS
INCIDENTS
INCIDENTS
Incident
Management
INCIDENTS
INCIDENTS
Nth Level
Support
1st Level
Support
Knowledge
Management
The Efficiency and Effectiveness Funnel
INCIDENTS
INCIDENTS
INCIDENTS
Incident
Management
INCIDENTS
Problem
Management
Nth Level
Support
1st Level
Support
Rudy Stubler - GL-SPIN - Nov 13, 2008 26
The Efficiency and Effectiveness Funnel
INCIDENTS
INCIDENTS
INCIDENTS
Incident
Management
Problem
Management
Change
Management
Nth Level
Support
1st Level
Support
The Efficiency and Effectiveness Funnel
INCIDENTS
INCIDENTS
Incident
Management
Problem
Management
Change
Management
Release
Management
Nth Level
Support
1st Level
Support
Rudy Stubler - GL-SPIN - Nov 13, 2008 28
The Efficiency and Effectiveness Funnel
Incident
Management
Problem
Management
Change
Management
Release
Management
Nth Level
Support
1st Level
Support
ITIL Continual Service Improvement
ITIL Processes
Service Measurement
Service Reporting
Service Improvement
DELIVERABLE: SERVICE IMPROVEMENT
PROJECTS
SDLC?
Continual
Service
Improveme
nt
Rudy Stubler - GL-SPIN - Nov 13, 2008 30