OGC Best Management Practice: ITIL

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OGC Best Management Practice ITIL
Peter Johnson, OGC 21 March 2007 Police National
ITIL User Group Meeting
OGC Best Management Practice ITIL Overview ITIL
Version 3 Refresh
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Best Management Practice (1)

• IT Service Management
• ITIL
• Programme, Project and Risk Management
• PRINCE2
• MSP
• M_o_R

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Best Management Practice (2)

• OGC Role
• OGC ownership and strategic lead
• Official Partners Publishing (TSO)
  Accreditation (APMG)
• Benefits
• Products are fit for use in UK public sector and
  elsewhere
• Visible UK Government ownership of guidance
• Extended use worldwide in public and private
  sectors
• Competitive pricing of products and services
• PRINCE2, MSP, M_o_R and ITIL remain best-of
  breed
• Reduced OGC administration
• Arrangements are sustainable for the future
• OGC harnesses innovation and creativity of the
  commercial sector

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ITIL Overview (1)

• ITIL (the IT Infrastructure Library)
• 1989 to 1995 - Published
• 2002 - Version 2 published
• Qualifications scheme, accredited training
  organisations
• Implementation and assessment tools
• IT service management standard ISO/IEC 20000
  ITIL links
• Service Support
• Service Delivery
• Planning to Implement Service Management
• Application Management
• ICT Infrastructure Management
• Security Management
• Software Asset Management
• Business Perspective 1 (IS view) 2 (Business
  View)
• 2006/7 Refresh in progress to reflect
• Expanding global marketplace, trends of IT
  Service Management
• New life cycle format

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ITIL Overview (2)

• ITIL (the IT Infrastructure Library)
• Most widely accepted IT worldwide service
  management approach
• Provides a cohesive best practice framework for
  planning, delivery and management of IT Services
  in support of business needs
• Responsible for generating a user forum for IT
  Service Management (itSMF) with over 30
  participating countries
• Used in both Public and Private sectors
• Underpins products and services from HP, IBM,
  Microsoft

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ITIL Overview (3)

• Relationship to Standards

What to achieve
Part 1 Specification
Standard ISO/IEC20000
Explanatory guidance
Part 2 Code of Practice
Best practice guidance
ITIL
Implementation improvement plans
Your Own Policies, Processes Procedures
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ITIL Overview (4)

• Testimonials
• Enterprises can expect to realize 20-30
  operations cost savings as result of the
  efficiencies gained from ITIL adoption
• In the past year ITIL adoption of 1B revenue
  companies has increased from 13 to 20, that
  number projected to grow to 60-70 by 2008
• Thomas Mendel, Forrester Research, Feb 2006
• ITIL might be simple advice, but its application
  can result in big payoffs. For example, with the
  help of an ITIL-based consulting service from
  Microsoft, the Air Forces Air Combat Command
  (ACC) has made changes to its IT operations that
  have increased network availability from a
  percentage rate in the mid-80s to the high 90s.
• Federal Computer week
• http//www.fcw.com/article92281-02-13-06-Print

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ITIL Overview (5)

• Testimonials
• . using the Information Technology
  Infrastructure Library (ITIL) to provide a strong
  governance and service improvement ethic.ITIL is
  delivering operationally, and is particularly
  proving its worth at a tactical level.
• Gartner on Australian Govt Depts selective
  sourcing
• An international petro-chemical company expects
  to realise benefits throughout operations as it
  deploys ITIL more broadly. One of the biggest
  gains will be lower costs. "With the combination
  of organizational, process, and technology
  changes and ITIL, we're looking at 25 cost
  improvements."
• Organisations that are looking to improve
  service delivery and stay competitive must start
  looking at how they can use the ITIL framework
  to help them deliver service excellence and
  improve the customer experience."
• Independent research company

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ITIL Overview (6)

• Testimonials
• Most UK organisations have adopted ITIL for up to
  or more than 2 years (Mostly up to in US)
• Main primary driver is to improve quality of
  service
• Most process owners are part-time 1st level
  managers
• Biggest challenge is culture change and lack of
  guidance on organisation structure and roles
• Of ITIL, CobIT, CMM, Six Sigma
• ITIL is the preferred standard in public and
  private sector mid-size to large organisations
• Gartner 2006

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ITIL Version 3 (1)

• Opinion gathering
• Seven Workshops in two weeks early 2005
• Over 100 companies and public sector
  organisations represented
• 530 survey respondents and 6000 comments
• itSMF Chapter led workshops
• Norway, Sweden, Denmark, Italy, Germany, Japan
• Key industry players gave us their views
• HP, Microsoft, Fujitsu, CA, EDS, IBM and many more

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ITIL Version 3 (2)

• Consultation findings
• Improve consistency - structure, process
• Add Process Models for every process
• Include examples, case studies, templates
• Implementation guidance especially outsourced
  services
• Scalability address small, medium and large
  organisations
• Hooks into other best practices eg CobiT, CMM
• More on business benefits and marketing of ITIL
• Better exams, more qualifications, more
  consistency
• Guidance on selecting good tools
• Consistent terms and definitions

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ITIL Version 3 (3)

• Support and progress
• Sponsored by OGC
• Supported by itSMFI, TSO, ISEB and EXIN
• International QA of governance, scope and content
  through Advisory Group
• Advertised requirements
• Author pairs

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ITIL Version 3 (4)

• V3 Package

Focus on special needs for Implementation and
enhanced knowledge
Support for particular market sector or technology
Value added products, process maps, templates and
studies
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ITIL Version 3 (5)

• Service Strategy - Practical Decision Making

• Business Eco systems
• From value chains to value nets
• Adaptive processes for customers, services and
  strategies
• Linking to external practices and standards
• Managing uncertainty and complexity
• Increasing the economic life of services
• Selecting, adapting and tuning the best IT
  service strategies

CIOs IT Managers Consultants Practitioners Vendors
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ITIL Version 3 (6)

• Service Design - Pragmatic Service Blueprint

• Policies, Architecture, Portfolios, service
  models
• Effective technology, process and measurement
  design
• Outsource, shared services, co-source models? How
  to decide how to do it
• The service package of utility, warranty,
  capability, metrics tree
• Triggers for re-design

IT Managers Consultants Practitioners Outsourcers
Vendors
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ITIL Version 3 (7)

• Service Transition - Managing change, risk
  quality assurance

• Newly designed Change, Release and Configuration
  processes
• Risk and quality assurance of design
• Managing organisation and cultural change during
  transition
• Service management knowledge system
• Integrating projects into transition
• Creating and selecting transition models

IT Managers Consultants Practitioners Outsourcers
Vendors
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ITIL Version 3 (8)

• Service Operation - Responsive, stable services

• Robust end to end operations practices
• Redesigned, incident and problem processes
• New functions and processes
• Event, technology and request management
• Influencing strategy, design, transition and
  improvement
• SOA, virtualisation, adaptive, agile service
  operation models

IT Managers Consultants Practitioners Outsourcers
Vendors
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ITIL Version 3 (9)

• Continual Service Improvement - Measurements that
  mean something improvements that work

• The business case for ROI
• Getting past just talking about it
• Overall health of ITSM
• Portfolio alignment in real-time with business
  needs
• Growth and maturity of SM practice
• How to measure, interpret and execute results

IT Managers Consultants Practitioners Outsourcers
Vendors
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ITIL Version 3 (10)

• V3 Qualifications
• Global certification board
• Global Examiner Panel creating certification
  scheme
• Accredited Examination Institutes
• Globally fit for purpose examinations
• Audited Training Organisations
• Single standard for examinations
• Flexibility and choice.

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ITIL Version 3 (11)

• Myths, rumours, speculation
• Ill have to re-certify everyone
• The ITIL processes I know today will be gone
• Ill have to buy new tools
• Todays ITIL processes will not work in the V3
  service lifecycle
• V3 is an add-on to V2
• Truths
• Were making ITIL A LOT harder
• .. to fail at delivering superior service
  management!
• All the current ITIL processes are in V3
• V3 shows what to do and HOW to do it
• V3 will transform how ITSM is viewed
• V3 will make ITSM users lives easier

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ITIL Version 3 (12)

• Qualifications
• Global certification board
• Global Examiner Panel creating certification
  scheme
• Accredited Examination Institutes
• Globally fit for purpose examinations
• Audited Training Organizations
• Single standard for examinations
• Flexibility and choice

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ITIL Version 3 (13)

• Consultation and planning
• Dec 2004 OGC and itSMF open consultation
  announcement
• Jan-Mar 05 Web-based consultation 12 world-wide
  workshops
• May 2005 Findings published
• Aug 2005 ITIL Refresh Statement
• Sep 2005 Call for authors of glossary by open
  competition
• Nov 2005 Authors update and Chief Architect
  appointed
• Dec 05-Jan 06 Call for authors of core material
• Feb 2006 Authors announced

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ITIL Version 3 (14)

• Controlled Progress
• Mar 2006 Mentor Teams announced
• Apr 2006 First author workshop, London
• Jun 2006 CAR Factsheet 1rationale for change
• Jul 2006 CAR Factsheet 2contract announcements
• Jul 2006 CAR Factsheet 3transition
  arrangements
• Aug 2006 Second author workshop, Norwich
• Sep 2006 CAR Factsheet 4impact on examinations
• Nov 2006 Public QA Call
• Jan 2007 Public Review
• Nov 2006 ITIL Refresh News 1
• Jan 2007 Public QA review closed
• Feb 2007 ITIL Refresh News 2 / translations
  begin
• May 2007 Publication of ITIL Version 3 /
  qualifications

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Sourcing ITIL Version 3

• TSO has a Service Level Agreement with all Police
  Forces trading with TSO under the ACPO
  agreement  
• Specific preferential rates for Police
  Forces under the  ACPO agreement with TSO
• ITIL Version 3
• Preferential terms negotiated for purchase of all
  new materials  regardless of format
• Cut over from Version 2 to Version 3
• special arrangements built into the agreement
• dedicated routes to TSO ensure the best terms and
  services
• All Police Forces can trading with TSO under the
  Home Office contract with TSO

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OGC Best Management Practice ITIL
Peter Johnson, OGC 21 March 2007
OGC Best Management Practice ITIL Overview ITIL
Version 3 Refresh