Ken

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Kens ITIL PresentationITIL IT
Infrastructure Library
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Agenda

• Systems vs Service Management
• Quality Management
• A Process Lead Approach
• ITIL
• ITIL Framework
• ITIL Maturity audits

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Systems vs Service Management

• Systems
• Focus on the individual technical components
• Technical teams tend to work in silos
• KPIs are usually such things as System
  Availability times
• Service
• Focus is on the delivery of the business related
  Service
• It is recognised the Services and support for
  services runs across different support groups so
  matrix management is needed
• KPIs are service related - such as Service
  availability or Delay in call rating (Vodafone
  example)

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Quality and Process Management
The Demming Circle of Continuous Improvement Plan
(Project Plan) Do (Project) Check (Audit) Act
(New Actions)
Scope Process and Identify Relationships (1)
Continuous Quality Improvement
Document and Analyse Process (2)
Implement Improved Process (4)
Design Improved Process (3)
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A Process Led Approach

• Set the Policy
• A policy is a governing principle that mandates
  or constrains actions often the SLA
• Have a few simple easy to understand rules, such
  as
• All security access will be role based
• All users will be able to log on to any
  workstation
• Each workstation or server has a standard build
• Document the Process
• Include a flowchart
• Use consistent templates
• Document the Procedures
• Checklists, work instructions etc
• Remember Plan, Do, Check, Act
• Set practical Quality Measurements
• If you cant measure it you cant manage it
• If you cant influence it dont measure it
• Measurements should be easily gained
• Team culture that is positively critical and
  works at standardisation

Documentation Process
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Documenting Processes
Template Major Headings Overview Process Control
Process Goal Process Owner Ownership
Responsibilities When Actioned SLA Details
Quality Parameters KPIs Inputs
Prerequisites Inputs Related
Documentation Process Enablers Group
Responsible Resources Roles Process
Process Flowchart Activities Outputs
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Achieving ITIL Based Service

• Requirements
• Management strategy commitment and direction
• People with the right skills, training and
  service culture
• Effective Processes (The ITIL Service Management
  Framework)
• The right tools and technology for support
• The focus is on Service Management, not Systems
  Management

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Introducing ITIL

• The IT Infrastructure Library was developed by
  the Office of Government Commerce (OGC) in the UK
  
• It is the most widely accepted approach to IT
  Service Management in the world
• A comprehensive and consistent set of best
  practices for IT Service Management
• Promotes a quality approach to achieving business
  effectiveness and efficiency in the use of
  information systems
• Is partially in the public domain
• Is a framework to be built on and adapted -

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ITIL Framework
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Implement via a Continuous Service Improvement
Program
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ITIL Maturity Measures
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Benefits ...

• Business benefits
• Better business IT alignment
• More reliable and productable support
• Everyone knows what is expected of them
• Better motivated staff
• Increased staff and IT productivity
• Enhanced customer satisfaction
• Financial benefits
• Cost-justified IT infrastructure and IT services
• The cost and impact of implementing Change is
  reduced and the impact on the business will be
  minimised
• Services are not over-engineered
• Just in time' Capacity
• Appropriate service continuity expenditure

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... Benefits

• Innovation benefits
• Clearer understanding of the requirements of the
  IT service provision will ensure that IT services
  are delivered that underpin business processes
• Increased flexibility and adaptability is likely
  to exist within the services
• Improved ability to recognise changing trends and
  to adapt quickly to new requirements and market
  developments ('competitive edge').
• Internal benefits
• Improved metrics and management reporting
• Improved communications and inter-team working
  (both IT and Customer)
• Process maturity benefits that are repeatable,
  consistent and self-improving

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References

• ITIL - http//www.ogc.gov.uk/index.asp?id2261
• ITIL Self Assessments - http//www.itsmf.com/bestp
  ractice/selfassessment.asp
• IT Service Management Forum www.itsmf.com
• Microsoft Operations Framework (MOF) -
  http//www.microsoft.com/technet/itsolutions/techg
  uide/mof/default.mspx
• MOF is a source of good information about ITIL
  processes
• The New Zealand IT Service Management Forum is
  currently being formed www.itsmf.co.nz allows
  you to register for this forum
• www.bs15000.org.uk provides information on the
  British Standard which is expected to be adopted
  as the Australian and New Zealand Standard

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Questions