1. Deborah Anthony, Hewlett Packard Greg Peat, Hewlett Packard Session 161: Frameworks Methodologies and Standards: Think “Bisquick” for determining the right mix of each for ITSM success

2. Deborah Anthony Hewlett Packard 25+ years of Industry Experience Delivery of ITSM Consulting ITILv3 © Expert / ITILv2 © Manager Certificate Project Management Professional Doctorate in IT Previous roles; CIO, Program and Project Manager, Consultant Insert your organization logo here 1.55”h x 1.8”w Slide 2

3. Greg Peat Hewlett Packard 26 years of Industry Experience Delivery of ITSM Consulting ITILv3 © Expert / ITILv2 © Manager Certificate Project Management Professional Previous Roles; IT Management, Program Management, Project Manager and Consulting Insert your organization logo here 1.55”h x 1.8”w Slide 3

4. Agenda Why the question isn’t either / or ? Frameworks, Methodologies and Standards Putting the pieces of the puzzle together Conclusions Q&A Slide 4

5. Why the question isn’t either / or? We frequently hear from leadership in companies, and within IT organizations debating: “what framework, methodology or standards they should be investing in?” Investing generally equates to: –Focus –Time –Consulting –Training. Slide 5

6. Why consider the confluence? Our experience observing successful and less successful efforts among myriad organizations across industries suggests that the issues is “NOT Which”, but “When” should you leverage to frameworks, methodologies and standards to achieve best practice in delivering a service product. Slide 6

7. Frameworks, Methodologies and Standards : ITIL/ITSM © CoBIT © Project Management: –Princ2 © –PMI © Six Sigma and Lean Six Sigma © ISO 20000 © and 27500 © Slide 7

8. Strategies for integration IT doesn’t have to hold all the talent and skills Leverage the talents across your enterprise –PMO’s –Internal Audit Departments –Internal Quality Groups Temporary use of outside Subject Matter Experts for knowledge transfer Slide 8

11. Slide 11

12. Program and Portfolio Information flows Portfolio Program Initiating / Planning Strategic goals and benefits Funding allocations Timelines Constraints Scope development Cost estimates Time estimates

15. Program and Portfolio Information flows Portfolio Program Executing / Monitoring and Control Approved change Requests Management decisions Status information Program performance reports Earned Value reports Change requests Escalated risks and issues

18. Benefits of having differentiated tools in your kit bag. Better quality results (product) – take the best of the best and apply as appropriate. Engages a wider range of subject matter experts – widening the perspectives brought to the table – the old two heads are better than one adage. In most cases the business already hosts and values many of these “tools”. Engaging both the tools and potentially the business SMEs enhances the IT to Business relationships. Slide 18

19. Conclusion ITIL/ITSM © is a comprehensive framework which provides IT (or any service delivery entity) with a structure upon which to build a best of class delivery system. Adding other methodologies and incorporating standards into the Framework allows service delivery entities to: –Leverage efficiencies –Enhance credibility –Expand upon the ITIL © concepts of “stabilized and repeatable” Slide 19

20. Q&A Slide 20

21. Thank you Contact details: Session 161 Frameworks Methodologies and Standards: A recipe for determining the right mix of each for ITSM success Deborah Anthony deborah_anthony@hp.com +1.248.797.3677 Greg Peat greg.peat@hp.com +1.614.560.3512 Contact details: Slide 21

22. Use of ITIL ©, ISO © and Other Protected Content Lite Reading Architecture and Patterns for IT Service Management, Resource Planning and Governance ISBN -10:0-12-370593-2 IT Governance Based on COBIT ISBN 978-90-8753-021-1 IT Governance Implementation Guide ISBN 1-933284-75-7 Customer-Driven Project Management ISBN 0-07-003739-6 The Change Management Toolkit ISBN 0-9671401-0-2 Six Sigma Business Scorecard ISBN 0-07-141730-3 Six Sigma for Everyone ISBN 0-471-28156-5 Slide 22