Certifiable The Business of ITIL Service Sphere chris

Certifiable! The Business of ITIL Service. Sphere chris. dancy@servicesphere. com neil. thomas@servicesphere. com Confidential, All Rights Reserved, Service. Sphere™ 2008 http: //www. servicesphere. com

“no plans for an ITIL version 4" ITIL's Chief Architect, Sharon Taylor 2007 Confidential,

ITIL – A Historical Perspective First efforts in processing 3000 BC ?

ITIL – A Historical Perspective The Babbage Difference Engine 1822

ITIL – A Historical Perspective IBM Mark 1 Computer 1944

ITIL – A Historical Perspective Third Generation Computers 1964 - 1979

ITIL – A Historical Perspective The Personal Computer Revolution… 1981/1984

So what is ITIL? The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for managing Information Technology services, IT development and IT operations – Best Practice consolidated into a framework – IT Process, checklists & tasks – Designed to help business

ITIL – A Historical Perspective • • • 3000 BC 1822 1944 1957 1964 1981/4 1989 1990 1991 2007 2009 – Abacus – Babbage Difference Engine – IBM Mark 1 – UK Technical Support Unit Created – Third Generation Computers – IBM PC & Apple Macintosh – ITIL First Publication – World Wide Web – ITSMF Created – ITIL Version 2 – ITIL Version 3 – First French V 3 Translation Confidential, All Rights Reserved, Service. Sphere™ 2008 http: //www. servicesphere. com

So Why Did ITIL Develop? 1957 Technical Support Unit 1970 s Central Computer & Telecommunication s Agency 2000 Office of Government Commerce

So Why Did ITIL Develop? Service Management Portfolio, Program & Project Risk Managment Programme Management Project Managment

The odds were not good…. .

Why was ITIL Successful 1 Common sense approach – do what works With the aim of: Delivering value to business Uniting all areas of IT service provision Adopted and applied globally

Why was ITIL Successful 2 • Non Proprietary – • Applies to any IT organization • Not based on any technology platform • Owned by UK government – i. e. not tied to any commercial practice • Non Prescriptive – • Robust, time, experience tested practices • Relevant to all organization sizes and types • Best Practice – • Learned experience and thought leadership • Owned by UK Government – i. e. not tied to any commercial practice • Good Practice – • It allows flexibility to be adapted in the field

What benefits does ITIL bring • • • Avoids re-inventing the wheel (ITSM is done anyway) Standard processes… that can be adapted Widely adopted in Europe, increasingly so in US Provision of services wanted by the Business, Customer & Users Integration of the various disparate elements of IT Define AGREED levels of Service An industry & a large body of professionals who are trained and can deliver the benefits Cost reduction Increased efficiency

ITIL Version 2 - 2001 • Consolidation into 8 books • Main Focus was IT Service Management The IT Service Management sets 1. Service Support 2. Service Delivery Other operational guidance 3. ICT Infrastructure Management 4. Security Management 5. The Business Perspective 6. Application Management 7. Software Asset Management 8. Planning to Implement Service Management

ITIL Version 3 - 2007 • • • ITIL Service Strategy ITIL Service Design ITIL Service Transition ITIL Service Operation ITIL Continual Service Improvement

The ITIL Eco-system Standards Organizations ISO/BS Office of Government Commerce Independent User Group it. SMF Official Accreditation AMPG-Int Examination Institutes Vendor Accreditation Training Companies Industry Analysts Software Vendors Confidential, All Rights Reserved, Service. Sphere™ 2008 http: //www. servicesphere. com ITIL Consultants

OCG & AMPG-International OCG • • The Office of Government Commerce (OGC) Independent office of HM Treasury established to help Government deliver best value from its spending AMP Group International • • The APM Group is a leading Accreditation, Certification and Qualification organization recognized internationally by government agencies Worldwide presence – UK, Netherlands, Australia, China, Germany, Denmark and the US The APM Group Limited as the Official Accreditor are authorized to license other Examination Institutes (EIs) to administer ITIL qualification and accreditation activities OGC signed over the management of the ITIL trademark and the accreditation of examination providers to APMG in 2006 Confidential, All Rights Reserved, Service. Sphere™ 2008 http: //www. servicesphere. com

Independent User Group - it. SMF • • • Independent & International Aim is to “develop and promote IT Service Management "best practice", standards and qualifications it. SMF provides a network of – industry experts – information sources – events to help staff address IT service management issues • • • To deliver of high quality, consistent IT service internally and externally through the adoption of "best practice” 6000 member companies 40, 000 individuals 50+ Chapters. Chapter’s are separate legal entities and largely autonomous. The it. SMF International Executive Board is the separate International entity that provides an overall steering and support function Confidential, All Rights Reserved, Service. Sphere™ 2008 http: //www. servicesphere. com

Accreditation & Publishers Confidential, All Rights Reserved, Service. Sphere™ 2008 http: //www. servicesphere. com

ITIL Qualifications

ISO (International Organization for Standardization) • The original version of ITIL in alignment with BS 15000 • BS 15000 fast-tracked in 2005 to become ISO/IEC 20000, the first international standard in ITSM • OGC is committed to the maintenance of alignment between future versions of ITIL and ISO/IEC 20000. • • Developer of International Standards in 159 countries ISO enables a consensus to be reached on solutions that meet both the requirements of business and the broader needs of society. • Differences - http: //www. best-managementpractice. com/gempdf/ITIL_and_ISO_20000_March 08. pdf Confidential, All Rights Reserved, Service. Sphere™ 2008 http: //www. servicesphere. com

ITIL Vendors • Service Management Software Market - $1 billion 2008 • Considerable Growth Rates – 25. 9% 2007 – 15. 9% 2008 – 7 to 9% 2009 to 2011

Vendor Accreditation Pink Elephant The IT Management Experts • • • Created in 1989 Championed growth of ITIL Worldwide Education, consulting, conferences Vendor accreditation through Pink Verify Accepted as an ITIL Licensed Assessor Confidential, All Rights Reserved, Service. Sphere™ 2008 http: //www. servicesphere. com

Analysts • • • Gartner Forrester Research Butler Ovum Dataquest Confidential, All Rights Reserved,

ITIL… The Future “no plans for an ITIL version 4" ITIL's Chief Architect, Sharon Taylor 2007 However…. . OCG called for contributions for a Version 3 update in 2009 Confidential, All Rights Reserved, Service. Sphere™ 2008 http: //www. servicesphere. com

ITIL… The Future ITIL should represent a dynamic set of guidance, and should be updated and maintained by teams of subject matter experts and co-authored by real writers. By taking that approach it will retain its position of significance and dominance in the IT Service management marketplace of ideas. Confidential, All Rights Reserved, Service. Sphere™ 2008 http: //www. servicesphere. com

ITIL - The Future? • • • Implications of “the Cloud” Cost savings through reduced infrastructure spending Improved service through greater availability Greener IT through better utilization of resources Flexibility through adoption of non-standard infrastructures Process around the “poor relation disciplines” – – – Configuration Management Service Catalogue and Portfolio Management Availability Capacity Disaster Recovery Continual Service Improvement

Stop The Madness • Next Month – March 12, 2010 • Why ITMM over ITSM! – When it is time to stop creating process and start selling your services! • THANK YOU CHERWELL SOFTWARE!! Confidential, All Rights Reserved, Service. Sphere™ 2008 http: //www. servicesphere. com

Open Discussion • Let’s Chat • #PITIL Confidential, All Rights Reserved, Service. Sphere™ 2008

PRIZE TIME!! • 5 Copies!! • Name Two Organizations That Have a Dog In This Fight! • Email answer to: info@servicesphere. com