itSMF-Australia

1
itSMF-Australia

• ITIL _at_ Deakin University
• Wheres My Dinner?
• Darren Burgess
• Program Director, Service Improvement Program
• Business Services Manager
• Information Technology Services Division
• Deakin University
• 4th August 2004

2
Specials of the Day

• Background
• Structured Project Approach
• Revitalised Program
• Organisational Re-alignment
• Program Structure
• Accelerated Approach
• How it is Different
• The Future

3
Background

• Services Review
• Service Support and Delivery
• Commercial responsiveness
• Alignment to Services
• Service Improvements
• Common, repeatable processes
• We needed a Framework
• We wanted to be better

4
Background

• ITIL Selection Process
• Common Sense
• Practical
• Public Domain
• Non-proprietary
• BS15000 Standard
• British Government initiative
• Demonstrated utilisation success

5
Background

• Partner Selection Process
• Demonstrated ITIL knowledge experience
• Training capability
• Proactive advice provision
• Consultancy services
• Vendor independence
• And we found one

6
Background

• Getting Started
• External Assessment
• Recommendations for Improvement
• Service Improvement Working Party
• Joined itSMF
• Talked to Other Organisations
• Workshopped Assessment Recommendations
• Determined Process Priorities
• Service Level Management
• Incident Management

7
Structured Project Approach

• Project Sponsor
• Project Steering Committee
• Project Manager
• Document Driven
• Project Concept Proposals
• Funding Proposals
• Project Initiation
• Formal Project Documentation
• Step-by-Step Progress
• Quality Approach

8
Structured Project Approach

• Doing the right things
• Go it alone
• Issues
• Running The Project
• Producing documentation
• Lost sight of the desired outcomes
• Delays between each step
• Isolated, single stream projects
• Resource Contention
• Slower than expected progress

9
Structured Project Approach

• Progress was made
• Service Level Management Project
• Service Catalogue
• Service Offerings
• Service Level Agreement
• Absence of defined process
• Service Levels not finalised
• Misalignment between OLAs and UCs
• Awareness was increasing

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Structured Project Approach

• Doing the right things
• Training
• 95 staff Foundation Certificate
• Key stakeholder staff Managers Certificate
• Built up a Library
• Culture change
• Pockets of ITIL
• Improvement realisation

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Revitalised Program

• Why Change?
• Enthusiasm of staff
• Waiting for the projects
• Keep the momentum going
• Higher levels of discussion
• Rapid and visible movement forward
• Unsure how to implement
• The Service Improvement Program

12
Organisational Realignment

• ITIL Alignment
• To accommodate the SIP
• Revised Project Methodology
• Senior Leadership Team
• Process first, then structure
• Confidence in the staff
• Tight timeframes
• Concurrent development
• Close interfaces between ORP SIP

13
Program Structure

• Moved away from Committee to single Program
  Sponsor
• Closer Partnering
• Program Structure
• Program Sponsor
• Program Director
• Program Advisor
• Customer Stakeholder
• Project Manager/Business Analysts
• Process Definers
• Technical Writers

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Program Structure
Program Sponsor
Program Director
Key Customer Stakeholder
Program Board
Service Desk, Incident Problem Management
Change Release Management
Service Level Configuration Management
ITIL Processes7 8, etc
Project Manager/ Business Analyst
Project Manager/ Business Analyst
Project Manager/ Business Analyst
Project Manager/ Business Analyst
Project Teams
ITSD Team Members
15
Accelerated Approach

• Program focus
• Primary focus with full scope
• Linked to the ORP LEAP
• High awareness campaign
• Prioritisation across the organisation
• Strategic
• Tactical
• Operational
• Completeness vs

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Accelerated Approach

• Reprioritisation of processes
• Primary Priorities
• Incident Management
• Service Desk
• Problem Management
• Service Level Management
• Secondary Priorities
• Change Management
• Release Management
• Configuration Management
• Capacity Management
• Availability Management
• IT Service Continuity

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Accelerated Approach

• The right people
• Process Definition Method
• Workshopped processes
• Re-baseline
• Iterative implementation
• Journey of discovery
• Target acquisition
• Getting it done

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Accelerated Approach

• Tooling process
• In-house development
• Integrated with existing toolset
• Dynamic Systems Development Method (DSDM)
• Developed with process
• Functional requirements
• Technical specification
• Iterative Implementation

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Accelerated Approach

• Tooling process
• External product
• Integration with existing capabilities
• Functional requirements
• Review market
• Business Case to compare build and buy
• Installation
• Customisation
• Implementation

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How it is Different

• Program Management
• Total highly visible commitment
• Partnering
• Higher tolerance required
• Risk
• Resource commitment
• Deliverables not clearly identified initially
• Incomplete outcomes
• Focus on outcomes
• Rapid visible achievements
• Working towards the vision, not the specifics

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How it is Different

• Achievements
• Program
• Program Brief
• Process Definition Method
• Additional Resources
• Cultural Change Staff Buy-In
• Processes
• Workshops
• Project Plans
• Project Charters
• Process/Function Scopes
• Business Case/Cost Analysis

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How it is Different

• Achievements
• Products
• Process Definitions
• Procedure Development
• Service Catalogue
• Corporate Level SLA
• Organisational Growth
• Understanding
• Culture
• Enthusiasm
• Structural Realignment

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ITIL Aligned Structure
Heads Office
Administration
Service Planning Development
Service Control
Operational Service Provision
Service Desk
Capacity Management
Change Management
Incident Management
Release Management
Availability Management
IT Service Continuity Management
Problem Management
Configuration Management
Financial Management
Program Office
Service Level Management
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The Future

• The Program
• A continuous quality improvement mindset
• Review cycles
• Link SIP to business planning
• Link to the PPR process
• Regular external scrutiny
• Mature the realigned structure
• Improvement opportunities

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The Bill

• How was your meal?
• Now its youre turn
• Take out your wallets
• Hand over the readies
• Questions?