The context of ITIL History of IT Service Management ITILv2 versus ITILv3 Nynke de Vries

ITIL history v3

ITILv1 (1995) Quality audit IT-services organization Planning & control Application lifecycle support Infra- structur e strategy Vendor management Change Management Problem Management Configuration Management Environmental Management Helpdesk Computer operations Unattended operations Network mngt Mngt of local processors and terminals Testing software operational use Computer installation & acceptance Software control & distribution Service level management Cost Management Availibility management Customer liaison Managing FM Third party maintenance Capacity management Contingency planning Operational Tactical Strategic

ITIL v2 (1999/2000)

This model: lifecycle of an IT Service Delen and Looijen  Arrangement of management tasks, based on ‘states’ of an operational IS (information system): »Use »Change »Exploitation IPPDAIC U E IPP : Information, Policy and Planning D : Development AI : Acceptance en Implementation U : Use C : Change E : Exploitation

World of ITILv2 does not exist anymore …  Merging organisations  Economy of scale & IT outsourcing  Variabilisation of costs  More complex IT  Competence in the world of frameworks (ASL, MOF)  Better Business IT Alignment IPPDAIC U E

Application management Infrastructure management ITIL ASL Application Services Library Business IS management BiSL Business Information Services Library System Development Developments in the Netherlands (2000 and on)

Serviceteam Businessmanagement users BISL ASL ITIL Business-organisation ICT-service organisation contractsSLAprocedures BiSL supports the business / customer!

Global developments: ISO (BS 15000)

ITILv3 released in 2007

Survey ITILv3  Service Strategy: the core  Service Design: design and consequences  Service Transition: deploy ≠ throw it over the wall  Service Operations: manage with vision  Continual Service Improvement: motor of renewal

Different starting points ITIL v2  Business IT alignment  Collection of integrated processes  Aim = control  Everything by processes  Precise border per process  Solitary model ITILv3  Business IT integration  Core = business service  Changing service portfolios  All over service management life cycle  Linked to other models

More differences Cooperation based on reliability  Agreement  What’s going wrong?  Proces thinking, stepwise cooperation  Discipline & reliability  Narrow scope: proces agreements  Agreements deprive space for cooperation Cooperation based on trust  Goal  Can we improve?  Cooperation, co-creation, co- thinking  Loyalty & responsibility  Wide scope: architecture, norms and values, guiding principles  Agreements give space for cooperation

Perspective of the customer  Utility »The service delivers positive effect to the end result and / or »The service removes the obstacles for performing  What the customer gets  Fit for purpose  Warranty »Delivered when needed? »Enough capacity? »Does it support the business? »Is it safe?  How it is delivered  Fit for use Value = Utility + Warranty

ITIL Service Strategy  Core of ITILv3  Answer to ‘why’  Target group: »CIO »IT Manager »Consultant »Practitioner »Vendor

Compared to ITILv2  New »Context and partners in service delivery »Marketing models, suggestions, ideas »(Strategy)  Old »Two old processes copied: »SLM & FinM

Strategic principles Four P’s: Perspective Position on market Plans Patterns Service provider types Value creation Assets Service structure STRATEGY

Itil Service Strategy: two main processes  Service Strategy »Define the market »Develop the offering »Develop strategic assets »Prepare for execution  Service Economics »Financial management »Return on investment »Service portfolio management »Demand management

Service portfolio  Is used to manage the lifecycle of all services  Translation within the IT organisation  Service portfolio divided in three categories »Service pipeline »Service catalogue »Abolished services Service portfolio is a composition of services for one customer or group of customers

Strategy and organization ITIL distinguishes 5 dominant management styles Network Delegative Directive Coordinated Collaborative

ITIL Service Design  One out three steps of lifecycle of IT Service Delivery  Answer to ‘how’ to design service delivery  Target group: »IT Manager »Consultant »Practitioner »Outsourcer »Vendor

Compared to ITILv2  New »Focus the whole of IT Service Delivery »Lifecycle »(Service Catalogue Management) »(Supplier management)  Old »Service Delivery Set with broader view »(without FinM)

Five aspects of Service Design Design of service management systems and tooling Design of technical and management architecture Design of methodes for measurement and metrics Design of service Design of processes

Service design, value to the business  Decreased TCO  Improved quality of service delivery  Improved consistency of services  Simplyer implementation of new or changed services  Improved tuning of services to business needs  Improved performance (included capacity, financial and service continuity plans)  More effective service management and IT-processes  Easyer decision making

ITIL Service Transition  One out three steps of lifecycle of IT Service Delivery  Answer to ‘how’ to implement / deploy service delivery  Target group: »IT Manager »Consultant »Practitioner »Outsourcer »Vendor

Compared to ITILv2  New »Focus the whole of IT Service Delivery »Lifecycle »Broader scope  Old »Change management »Release management »Configuration management

Service Transition, value to the business  Service Transition »Connects new or changed services »Provides maximum value to business operations  Service Transition creates value to the business by »Reacting quick and adequate to market changes »Managing changes well »Succesful changes and releases for the business »Following business and government rules »Providing higher productivity of employees

ITIL Service Operation  One out three steps of lifecycle of IT Service Delivery  Answer to ‘how’ to deliver services  Target group: »IT Manager »Consultant »Practitioner »Outsourcer »Vendor

Compared to ITILv2  New »Coherent IT Service Delivery »Lifecycle »(Operational management)  Old »Servicedesk »Incident management »Problem management

Domain of service operation  Balance »Stability vs changes »IT service vs IT  Processes »Event management »Incident management »Request management »Problem management »Access management

Functions of service production  Service desk »Single point of contact for users with IT- organisation  Technical management »Guard of technical knowledge and expertise related to managing the infrastructure  Application management »Guard of technical knowledge and expertise related to managing the applications  IT production management »Daily activities and procedures to manage and maintain the IT infrastructure

ITIL Continual Service Improvement  The shell of improving Service Delivery as a whole (measure, understand, improve)  Answer to ‘how’ to improve services  Target group: »IT Manager »Consultant »Practitioner »Outsourcer »Vendor

Compared to ITILv2  New »One special book for Deming cycle (plan-do-check-react) »‘Soft’ side of changing »Distinctive roles  Old »Service Level management »Well known Deming cycle

Circle of Deming CD P A Continual step by step improvement Business IT alignment Real quality improvement Consolidation acquired level Time Maturity level

Seven steps of Continual Service Improvement GOALS 1. What should be measured 7. Implement improvement measures and actions 6. Report information 5. Analyse data 4. Proces data 3. Gathering data 2. What can be measured

Continual Service improvement in the organization Be aware off  Activities and roles (per organizational level)  Information users and information collectors  Need for governance structure  Fluctuations in commitment

So … ITILv3 means  Many extra’s  Even more proces managers?  ITILv2 was ‘best practice’, ITILv3 is…an interesting filosofy?  When are we ready for ITILv3?  Are we mature enough? Do we want it?  Does it add value?

ITILv3