implementing an effective itil v3 based service management system
implementing an effective itil v3 based service management system
implementing an effective itil v3 based service management system
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IMPLEMENTING ANEFFECTIVE ITIL V3 BASEDSERVICE MANAGEMENT SYSTEMJeroen BronkhorstHP Business Solutions Strategist & ITIL V3 author1©2009 HP Confidential
TODAY’S CIO CHALLENGEDeliver todayWith continual ch<strong>an</strong>ge &increased dem<strong>an</strong>dalong the wayInnovate for futureAnd limited growth ofIT resources <strong>an</strong>d capabilityIT needs tobe able tooptimizecost,resources<strong>an</strong>d<strong>service</strong>s2©2009 HP Confidential
LOOKING INSIDE…Business dem<strong>an</strong>dIT org<strong>an</strong>izationStrategyset direction<strong>an</strong>d focusApplicationsdeliverinnovationBusiness outcomesOperationsrun thingsefficientlySupplier / Sourcing Partner3©2009 HP Confidential
USING ITIL V3 BEST PRACTICESBusiness dem<strong>an</strong>dIT org<strong>an</strong>izationStrategyset direction<strong>an</strong>d focusBusiness outcomesServicesApplicationsdeliverinnovationService M<strong>an</strong>agement SystemOperationsrun thingsefficientlyServiceAssetsServiceAssetsServiceAssetsSupplier / Sourcing Partner4©2009 HP Confidential
ITIL V3 SERVICE MANAGEMENT SYSTEMService Strategy Design Tr<strong>an</strong>sition Operation ImproveUtilityService AssetsM<strong>an</strong>agement, Org<strong>an</strong>ization, Processes,Knowledge, People, Information,Warr<strong>an</strong>tyApplication, Infrastructure, Fin<strong>an</strong>cial Capital5©2009 HP Confidential
PROCESSES, PEOPLE AND TECHNOLOGYM<strong>an</strong>agement SoftwarePeopleTechnology Technology TechnologyIntegrated CMDBTechnologyPeopleProcessProcessIT Infrastructure Library6©2009 HP Confidential
ITIL LATEST DEVELOPMENTS – PART 1– ITILv2 withdrawal - Exams• 30 Jun 2010 - V2 Foundation to cease• 31 Aug 2010 - V2 M<strong>an</strong>ager to cease• 31 Dec 2010 - V2 Practitioner to cease• 31 Dec 2010 - Foundation Bridge to cease• 30 Jun 2011 - M<strong>an</strong>ager Bridge to cease– ITILv2 withdrawal - Publications• 30 Jun 2011 Service Support & Service Delivery removed• ITILv2 publications considered for reprint case-by-case,with all removed by 30 June 20117©2009 HP Confidential
WHERE TO START? BY COLLECTING DATATOP DOWN (OUTSIDE IN)1. Define Services <strong>an</strong>d Service Level Agreements2. Create Authoritive Source for Service Models3. Collect Service Asset configuration dataBOTTOM UP (INSIDE OUT)1. Collect Service Asset configuration data2. Create Authoritive Source for Service Models3. Define Services <strong>an</strong>d Service Level AgreementsServicesConfigurationM<strong>an</strong>agementSystem (CMS)ServiceAssets9©2009 HP Confidential
WHY IS A CMS IMPORTANT?1. identify unnecessaryresources2. eliminate / reassign3. reduce complexity10©2009 HP Confidential
WHAT ELSE CAN YOU DO WITH A CMS?– Make informed decisions– Optimize <strong>service</strong>s (assets) perform<strong>an</strong>ce– Ensure authorized <strong>service</strong> asset usage– Minimize compli<strong>an</strong>ce issues– Reduce complexity, risk <strong>an</strong>d cost– Increase data tr<strong>an</strong>sparency– Improve agility on new <strong>service</strong>s– …11©2009 HP Confidential
WHAT IS A CMS?Source: ITIL® V3 Glossary– “(Service Tr<strong>an</strong>sition) A set oftools <strong>an</strong>d databases … forcollecting, storing, m<strong>an</strong>aging,updating, <strong>an</strong>d presenting dataabout all Configuration Items<strong>an</strong>d their Relationships.– The CMS is maintained byConfiguration M<strong>an</strong>agement <strong>an</strong>dis used by all IT ServiceM<strong>an</strong>agement Processes.”12©2009 HP Confidential
A CMS IS A SYSTEM OF SYSTEMSPresentationLayerCh<strong>an</strong>ge& ReleaseViewAssetMgmt.ViewConfig.LifecycleViewTechnicalConfig.ViewQualityMgmt.ViewServiceDeskViewKnowledgeProcessingLayerQuery &AnalysisReportingPerform<strong>an</strong>ceM<strong>an</strong>agementModelingMonitoringInformationIntegrationLayerCommon Process Data& Information ModelSchemaMappingMeta DataM<strong>an</strong>agementIntegrated CMDBDataReconciliationDataSynchronizationExtract,Tr<strong>an</strong>sform, LoadMiningData IntegrationData &InformationSources<strong>an</strong>d ToolsProjectDocumentationStructuredProject SoftwareDefinitiveMedia LibraryCMDBsPlatformConfigurationToolsSoftwareConfigurationM<strong>an</strong>agementDiscovery,AssetM<strong>an</strong>agement<strong>an</strong>d audittoolsEnterpriseApplications13©2009 HP ConfidentialBased on <strong>an</strong> example of CMS, ITIL <strong>v3</strong> Service Tr<strong>an</strong>sition 4.3.4.2, Figure 4.8
SAMPLE 1: MANAGED SERVICE PROVIDER14©2009 HP Confidential
SAMPLE 1: MANAGED SERVICE PROVIDER15©2009 HP Confidential
SAMPLE 1: MANAGED SERVICE PROVIDERcustomer16©2009 HP Confidential
SAMPLE 2: BOTTOM UP – RELEASE 0Phase 0Phase 1Phase 2Authoritative sourceSource of Additional infoCo-LeadCMSContacts Department Assets&Devices Location Cust.Apps Vendor Comp<strong>an</strong>yM<strong>an</strong>d<strong>an</strong>tSC 6.2CosimaAM 5.12CSSAM 5.12DSSPMA-ISEMTSSSAPCRMSiebelActiveDirectoryContactsDepartmentDeviceLocationAssetsComp<strong>an</strong>iesCustomer Apps.LocationsVendorAssets (CIs/Devices)Comp<strong>an</strong>iesDepartmentsLocationsTelecom DevicesNetwork DevicesContractsCost CenterTech. OrdersComp<strong>an</strong>iesCustomersVendorContactsCustomers &Comp<strong>an</strong>iesPartnersVendors17©2009 HP Confidential
SAMPLE 2: BOTTOM UP – RELEASE 1Phase 0Phase 1Phase 2Authoritative sourceSource of Additional infoCo-LeadCMSCustomerContacts Department Assets&Devices Location Cust.Apps Vendor Comp<strong>an</strong>yM<strong>an</strong>d<strong>an</strong>tCostCenterContractsPartnerContactsSC 6.2CosimaAM 5.12CSSAM 5.12DSSPMA-ISEMTSSSAPCRMSiebelActiveDirectoryContactsDepartmentDeviceLocationAssetsComp<strong>an</strong>iesCustomer Apps.LocationsVendorAssets (CIs/Devices)Comp<strong>an</strong>iesDepartmentsLocationsTelecom DevicesNetwork DevicesContractsCost CenterServiceDiscoveryTech. OrdersComp<strong>an</strong>iesCustomersVendorContactsCustomers &Comp<strong>an</strong>iesPartnersVendors18©2009 HP Confidential
SAMPLE 2: BOTTOM UP – RELEASE 2Phase 0Phase 1Phase 2Authoritative sourceSource of Additional infoCo-LeadCMSTelecom Dev. Tech. OrdersNetwork Dev. CustomerContacts Department Assets&Devices Location Cust.Apps Vendor Comp<strong>an</strong>yM<strong>an</strong>d<strong>an</strong>tCostCenterContractsPartnerContactsAM 5.12CSSAM 5.12DSSPMA-ISEMTSSSAPCRMSiebelActiveDirectoryAssetsComp<strong>an</strong>iesCustomer Apps.LocationsVendorAssets (CIs/Devices)Comp<strong>an</strong>iesDepartmentsLocationsTelecom DevicesNetwork DevicesContractsCost CenterServiceDiscoveryTech. OrdersComp<strong>an</strong>iesCustomersVendorContactsCustomers &Comp<strong>an</strong>iesPartnersVendors19©2009 HP Confidential
SAMPLE 2: FULL PICTURE20©2009 HP Confidential
AND A PROCESS MODEL…22©2009 HP ConfidentialSource: The Official Introduction to the ITIL Service lifecycleFigure 6.3 Service Asset <strong>an</strong>d Configuration M<strong>an</strong>agement – interfaces to the lifecycle
AND AN IMPLEMENTATION PLAN…23©2009 HP Confidential
SUMMARY Build your Service M<strong>an</strong>agement System usingITIL V3 best practices <strong>an</strong>d experienced people A Configuration M<strong>an</strong>agement System shares<strong>service</strong> asset data <strong>an</strong>d <strong>service</strong> models across IT Build your CMS <strong>an</strong>d deliver now, innovate for the futurewhile optimizing cost, resources <strong>an</strong>d <strong>service</strong>s24©2009 HP Confidential
HP ITIL V3 authorsTHANK YOU!Please feel free to ask questions!mailto:jeroen.bronkhorst@hp.comAnd/or visit my weblog at:www.hp.com/blogs/<strong>itil</strong>25©2009 HP Confidential
26©2009 HP ConfidentialQ&A
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