ITIL v 3 Familiar Ground New Territory

ITIL v 3 – Familiar Ground, New Territory David Cannon ITSM Practice Principal - HP © 2006 it. SMF USA. All rights reserved.

Agenda • Why Update ITIL? • What is different about ITIL v 3? • What is the same? • Some myths • What will happen next? 2

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Why Update ITIL? • • • The industry has matured since 2000 ITIL v 2 tells us ‘what’ not ‘how’ What is the Return on Investment? What about suppliers and customers? An integrated process model Application in different contexts 4

Process Orientated Working Service Level Management Change Management Problem Management 5

The Problem with Processes • Processes help to organise work better • They are aligned to activity and output, not necessarily to value • You have to know what you want to achieve, or else assume that the customer does • Processes are not strategic • Bottom line: Managing IT needs more than just a set of processes, people and tools 6

ITIL v 3 • Creating a way to integrate IT Processes, People and Tools with the Business Strategy and Outcomes • Seeing IT as a Strategic Business Unit 7

What is Different about v 3? © 2006 it. SMF USA. All rights reserved.

Global Collaboration • Public opinion surveys • ITIL Advisory Group – 40 countries • ITSM community stakeholders • Standards, Qualifications, Practices • Rapid language translations • Formal mappings • Integrated Service Lifecycle process maps 9

ITIL V 3 – The Structure Core Best Practice Guidance Web Complementary Support for particular market sector or technology Value added products, process maps, templates, studies Customized implementation 10

Continual Service Improvement Service Design Service Strategie s Service Operation ITIL Service Transition 11

CIO’s IT Managers Consultants Practitioners Vendors 12

SS - Practical Decision Making Business Eco systems From value chains to value nets Linking to external practices and standards Adaptive processes for customers, services and strategies • Managing uncertainty and complexity • Increasing the economic life of services • Selecting, adapting and tuning the best IT service strategies • • 13

IT Managers Consultants Practitioners Outsourcers Vendors 14

SD - 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 15

IT Managers Consultants Practitioners Outsourcers Vendors 16

ST - Managing Change, Risk & Quality Assurance • Newly designed Change, Release & Configuration processes • Risk and quality assurance of design • Managing organization & cultural change during transition • Service management knowledge system • Integrating projects into transition • Creating & selecting transition models 17

IT Managers Consultants Practitioners Outsourcers Vendors 18

SO - Responsive, stable services • Robust end to end operations practices • Redesigned, incident and problem processes • New functions and processes • Event, technology and request management • Supporting strategy, design, transition and improvement • SOA, virtualization, adaptive, agile service operation models 19

IT Managers Consultants Practitioners Outsourcers Vendors 20

CSI - Measures & 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 • • 21

ITIL in Context CMMI TOGAF e-TOM Six Sigma PMBOK PRINCE 2 SOA ISO/IEC 20000 SOX Certified Training ISO/IEC 17799 ISO/IEC 19770 COBIT M_o_R 22

Complementary Series • How to apply the core materials in different contexts • Cross reference to external practices and standards • Enhancing the core materials • Tracking industry developments and relating them back to the core • Case Studies • Integrated lifecycle model • Certification aids 23

Myths, rumours, speculation • I’ll have to re-certify everyone • All the ITIL processes I know today will be gone • I’ll have to buy new tools • The ITIL processes I use today won’t work in the V 3 service lifecycle • V 3 is an add-on to V 2 • I have to throw out v 2 to implement v 3 24

V 3 – How will it affect You? Qualifications • New Scheme • Enhanced learning • Upgrading • More choice Customers Vendors Service Providers Standards • Aligned to 20000 • Links to Security • Links to Asset • Links to Governance Your ITSM Practice • Greater scope • Greater flexibility • Current with industry directions • Complementary to other common practices • Easier to start, operate and mature • Relevant to the real issues and opportunities • Enhanced ability to prove ITSM ROI 25

F inal Count down What’s next ? Editorial Board review – March Marketing Launch – Oct ITIL Advisory Group QA review – Oct / Nov International Public QA review – Nov / Dec it. SMF International IPESC Endorsement – Dec / Jan Translations begin - April Publication Production & Launch – May 30 th Qualification Scheme finalized - Summer 26

© 2006 it. SMF USA. All rights reserved.