ITIL Version 3:: Martyn Birchall Product Management

ITIL Version 3:
Introduction
Martyn Birchall
Product Management
Topics
ITIL
recap
The
version 3 project
Overview
What
is new or changed
September 22,
2015
For HP and Partner Internal Use. May not shared externally.
Recap
Summary of ITILv2 Processes
C Level ITSM Strategy aligned with the Business Needs

What is the
Vision?
Where do we
want to be?
Where are we
now?
How do we get to
where we want to
be?
How do we know
we have reached
our milestones?
How do we keep
Business
Relationship
Mgmt
Liaison,
Education,
Messaging
and
Communica
tions
Service desk
Configuration
Mgmt
Incident
Mgmt
Problem
Mgmt
Services
Supplier
Relationship
Management
Review, Planning &

Development
Users
Business
Perspective
Availability
Mgmt
Service Level
Mgmt
Change
Mgmt
Implement
Implement
Hardware
Design &
Planning
Deployment
Technical
Support
Operations
ICT Infrastructure Management
Capacity
Mgmt
Implement
Implement
Processes
IT Service
Continuity Mgmt
IT Service Management
Plan
Maintain
Financial
Mgmt
Control
Evaluate
Implement
Implement
Implement
Database
Security Management
Implement
Implement
Software
Optimize
Operate
Deploy
Design
Build
Application Management
September 22,
2015
Implement
Implement
Networks
Release
Mgmt
Requirements
Implement
Implement
Environment
For HPSource:
and Partner
Internal
May not
shared externally.
ITIL
IT Use.
Service
Management
Books
(+HP)
The Technology
Business Processes
Customers
the momentum
ITIL implementation in phases of
going?
Continuous Improvement
Planning to Implement Service Management
Why Update ITIL?

The
industry has matured since 2000
ITIL
v2 tells us what not how
What
is the Return on Investment?
What
about suppliers and customers?
An
integrated process model
Application
September 22,
2015
in different contexts
Version 3 project
High level project
Version 2 feedback sessions

itSMF
Vendors
Consulting
Definition of Version 3
Lifecycle approach
5 core books
Open bids for contributions
itSMF selection
Books authored and reviewed
Launch
September 22,
2015
Next steps
It
is not finished
Now working on value add and

complementary
Books
are not intended to be static
Bloggs
Updates
Training
Foundation is decided
Practitioner close
Manager split in to two levels work in progress
8
September 22,
2015
HP Contributions to ITIL Refresh

ITIL
Advisory Group
Ken Wendle
Jeroen Bronkhorst
ITIL
Authors
Glossary
Stuart Rance and Ashley Hanna
Service Operations
David Wheeldon and David Cannon
ITIL
Process Model development
Jeroen Bronkhorst
9
September 22,
2015
Overview
V3 anyone not seen this?

Best Practices
CMMI
TOGAF
eTOM
Six Sigma
PMBOK
PRINCE2
SOA
COBIT
M_o_R
Standards
ISO/IEC 20000
ISO/IEC 17799
ISO/IEC 19770
11
September 22,
2015
SOX
Certified Training
Practical Decision Making

Business Eco systems
From value chains to value nets
Adaptive processes for customers,
services and strategies
Linking to external practices and standards
Managing uncertainty and complexity
Increasing the economic life of services
Selecting, adapting and tuning the best IT
service strategies
12
September 22,
2015
CIOs
IT Managers
Consultants
Practitioners
Vendors
Pragmatic Service Blueprint

Policies, Architecture, Portfolios,
service models
Effective technology, process and
measurement design
Outsource, shared services, cosource models? How to decide & how
to do it
The service package of utility,
warranty, capability, metrics tree
Triggers for re-design
13
September 22,
2015
IT Managers
Consultants
Practitioners
Outsourcers
Vendors
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
14
September 22,
2015
IT Managers
Consultants
Practitioners
Outsourcers
Vendors
Responsive, stable services

Robust end to end operations practices
Redesigned, incident and problem
processes
New functions and processes
Event, technology and request
management
Influencing strategy, design, transition
and improvement
SOA, virtualization, adaptive, agile service
operation models
15
September 22,
2015
IT Managers
Consultants
Practitioners
Outsourcers
Vendors
Measures that mean something

& 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
16
September 22,
2015
IT Managers
Consultants
Practitioners
Outsourcers
Vendors
What is new or
changed
Global Collaboration
Public
ITIL
opinion surveys
Advisory Group 40 countries
ITSM
community stakeholders
Standards,
Rapid
language translations
Formal
mappings
Integrated
18
Qualifications, Practices
September 22,
2015
Service Lifecycle process maps
New Processes
Service
Asset
Design Process
Management
Knowledge
Event
Management
Request
Access
Service
19
September 22,
2015
Management
Fulfillment
Management
Improvement Process
What is a Service?
A
service is a means of delivering value to

customers by facilitating outcomes
customers want to achieve without the
ownership of specific costs and risks
20
September 22,
2015
What is Service Management?

Service Management is a set of
specialized organizational capabilities for
providing value to customers in the form of
services
21
September 22,
2015
Service Catalogue
Part
of the Service Portfolio
Services
available for deployment or use
Information
Business
to be shared with customers
Service Catalogue
Services of interest to customers

Technical
Service Catalogue
Underpinning services of interest to IT
22
September 22,
2015
Service Portfolio
Service Knowledge Management System
Service Portfolio
Service Lifecycle
Service Status:
Requirements
Defined
Analyzed
Approved
Chartered
Designed
Developed
Build
Test
Release
Operational
Retired
23
September 22,
2015
Service
Pipeline
Service
Catalogue
Retired
Services
Customers/Users
only allowed access
to services in this
range
Service Strategy
Service
Strategy Activities
Define the market

Develop the offerings
Develop strategic assets
Prepare for execution
Service Portfolio Management (SPM)
24
September 22,
2015
Service Design
Five major aspects of Service Design:
Design
of the service solutions; functional

requirements, resources, capabilities
needed & agreed
Service management systems and tools,
especially the Service Portfolio
Design of the technical and management
architectures and supporting tools
Design of the ITSM processes
Design of the measurement systems,
methods and metrics
25
September 22,
2015
Service Design Processes

Service Level Management
Service Catalogue Management
Availability Management
Information Security Management
Supplier Management
26
September 22,
2015
Configuration Item (CI)

Anything that needs to be managed in order to
deliver an IT Service
CI information is recorded in the Configuration
Management System
CI information is maintained throughout its
Lifecycle by Configuration Management
All CIs are controlled by Change Management
CIs typically include
IT Services, hardware, software, buildings, people, and

formal documentation such as Process documentation
and SLAs
27
September 22,
2015
Configuration Management System
Information about all Configuration Items

CI may be entire service, or any component
Stored in 1 or more databases (CMDBs)
CMS stores attributes

Any information about the CI that might be needed
CMS stores relationships

Between CIs
With incident, problem, change records etc.
CMS has multiple layers

Data sources and tools, information integration,
knowledge processing, presentation
28
September 22,
2015
Knowledge Management
The
process responsible for gathering,

analysing, storing and sharing knowledge
and information within an organisation.
The primary purpose of Knowledge
Management is to improve efficiency by
reducing the need to rediscover
knowledge.
29
September 22,
2015
Data, Information, Knowledge and

Wisdom (DIKW)
Wisdom
Knowledge
Information
Data
30
September 22,
2015
Service Knowledge Management

System
Wisdom ability to make decisions
Presentation Layer
Knowledge Processing Layer
Information
Integration
Service Knowledge base

Configuration management system
Layer
Data and
Information
CMDB
DML
CMDB
31
September 22,
2015
Definitive Media Library

Master
copies of all software assets
In house, external software house , COTS

Scripts as well as code
Management tools as well as applications
Including licenses
Quality
checked
Complete, correct, virus scanned

The
32
only source for build and distribution
September 22,
2015
Q&A?
Sample bullet slide

Keep
Try
points clear and simple
not to exceed six bullets
Use
as little text as possible
Edit
your copy to fit the recommended font

sizes
Do
not use bullet slides as a substitute for

speaker notes
To
emphasize text, change the color only to

medium orange (dont make text bold or
italic)
34
September 22,
2015
Titles and Subtitles

TitleFutura Book, 36 pt.
SubtitleFutura Heavy, 24 pt. HP dark gray
Select
the subtitle text box above, copy and

paste it onto slides with subtitles
Vertical position setting for subtitle is 1.36
Horizontal position setting for subtitle is .51
This will keep the subtitles will be in the same
position throughout the presentation and
eliminate distracting jumping from slide to slide
The
bullet text box must also be moved

down, to a vertical position 2.10 from top
left corner
35
September 22,
2015
Capitalization
Capitalization
for:
standard is sentence case
Presentation titles
Slide titles and subtitles
Bullet text
Diagram labels and callouts
Sentence
case=capitalize first word only
Capitalize
proper names, product names,
etc.
36
September 22,
2015
This is a sample quote slide.

Select this text box and type
your quote inside the quote
marks.
Source: type here
37
September 22,
2015
Agenda or emphatic list style

no subtitle
Point 1
Point 2
Point 3
Point 4
Point 5
38
September 22,
2015
Agenda or emphatic list style

with subtitle
Subtitle goes here
Point 1
Point 2
Point 3
Point 4
39
September 22,
2015
Slide with Bullets and Summary

Box
Short
summary statements or single key

points can use this box treatment for
maximum emphasis
Choose
one of these box treatments and

use it consistently throughout your
Choose one of these box treatments for your deck: this one is
presentation
a summary statement without a quote (no source text
needed)
Choose one of these box treatments for your deck: this one
is a quote.
Source of quote goes here
If anything on your slide covers the logo or other background

graphics, create a white rectangle to cover background
graphics
and send to back"
40
September 22,
2015
PowerPoint table
Column head
Column head
Column head
Column head
Row head
Data
Data
Data
Row head
Data
Data
Data
Row head
Data
Data
Data
Row head
Data
Data
Data
Row head
Data
Data
Data
Row head
Data
Data
Data
Row head
Data
Data
Data
Row head
Data
Data
Data
Row head
Data
Data
Data
41
September 22,
2015
Data chart editing instructions:

adding or deleting rows and
columns
To activate Table editing tools, choose View in the

toolbar, then go to Toolbars and select
Tables and Borders
The Table and Border editing tools will appear, usually at the
top of your work area
Select the section of the table you want to change
Select the little down arrow next to the word Table

to make the dropdown menu appear
Choose the editing action you need to perform

(insert or delete rows or columns, change fill colors,
etc.)
42
September 22,
2015
Box treatment: two points

Header
43
Header
Bullet Point
Bullet Point
Bullet Point
Bullet Point
Bullet Point
Bullet Point
September 22,
2015
Customer success style:

title = company name
Industry identifier
Customer quotation indicating results or comments about how
HP Software and BTO attributed to their success.
Quotation source, title
Objective
Approach
Results
Optimize continuity and front
Operations
Merged two service centers
line effectiveness through IT

centralization and
consolidation
Reduce costs through in-
sourcing Enterprise
Monitoring
Improve governance of
complex business systems
Network Management Center

Network Node Manager
RAMS
Performance Insight
Operations Center
Operations Manager
GlancePlus
Performance Manager
Service Management Center
Service Desk
44
September 22,
2015
to create new Boral Shared

Business Services (SBS)
Improved service level
performance by 5% across all

priority levels in first 3
months
Network incidents reduced
45%; achieved service

availability targets
46% cost savings from in-
sourced Enterprise
Monitoring services
Column chartbrights
Source Area: Future Book 14 pt

45
September 22,
2015
Keep your charts colored either in the

bright or the neutral color set.
Keep format colors as is.
Dont ungroup chartsmake all
possible changes in charting program.
To access charting program to edit
data, double click on chart.
Pie chartbrights

May
June
July
46
September 22,
2015
Line chartbrights
47
September 22,
2015

Column chartneutrals
Source Area: Future Book 14 pt

48
September 22,
2015

Pie chartneutrals

May
June
July
49
September 22,
2015
Line chartneutrals
50
September 22,
2015

Sample organization chart

Group/Department
Name
Department Name
Name
Department Name
Name
Department
Name
Name
51
September 22,
2015
Department Name
Name
Department Name
Name
Department Name
Name
Department Name
Name
Department
Name
Name
Department
Name
Name
Department
Name
Name
Department
Name
Name
Department
Name
Name
Department
Name
Name
Department
Name
Name
Department
Name
Name
Department
Name
Name
Department
Name
Name
Department
Name
Name
HP light color palette
R
G
B
R
G
B
207
103
130
0
152
246
204
0
102
0
113
180
163
0
81
0
72
116
255
148
75
53
143
104
235
95
1
36
97
71
162
60
6
25
67
49
222
46
67
110
125
222
176
28
46
83
100
203
119
19
31
46
61
154
253
198
67
203
201
189
Mini palette
52
September 22,
2015
242
171
1
171
166
159
172
123
0
123
123
121
156
219
44
100
185
0
41
133
39
Standard line
width is 1.5 pt.
These are the
standard
arrowheads:
Q&A

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ITIL Version 3:

For HP and Partner Internal Use. May not shared externally.

Summary of ITILv2 Processes

C Level ITSM Strategy aligned with the Business Needs

Review, Planning &

ICT Infrastructure Management

Why Update ITIL?

industry has matured since 2000

v2 tells us what not how

is the Return on Investment?

about suppliers and customers?

integrated process model

For HP and Partner Internal Use. May not shared externally.

High level project

Version 2 feedback sessions

Open bids for contributions

Books authored and reviewed

For HP and Partner Internal Use. May not shared externally.

Now working on value add and

are not intended to be static

For HP and Partner Internal Use. May not shared externally.

HP Contributions to ITIL Refresh

Process Model development

For HP and Partner Internal Use. May not shared externally.

V3 anyone not seen this?

For HP and Partner Internal Use. May not shared externally.

Practical Decision Making

For HP and Partner Internal Use. May not shared externally.

Pragmatic Service Blueprint

For HP and Partner Internal Use. May not shared externally.

Managing change, risk &

For HP and Partner Internal Use. May not shared externally.

Responsive, stable services

For HP and Partner Internal Use. May not shared externally.

Measures that mean something

For HP and Partner Internal Use. May not shared externally.

Advisory Group 40 countries

Service Lifecycle process maps

For HP and Partner Internal Use. May not shared externally.

For HP and Partner Internal Use. May not shared externally.

service is a means of delivering value to

For HP and Partner Internal Use. May not shared externally.

What is Service Management?

For HP and Partner Internal Use. May not shared externally.

of the Service Portfolio

available for deployment or use

to be shared with customers

Services of interest to customers

Underpinning services of interest to IT

For HP and Partner Internal Use. May not shared externally.

For HP and Partner Internal Use. May not shared externally.

Define the market

For HP and Partner Internal Use. May not shared externally.

of the service solutions; functional

For HP and Partner Internal Use. May not shared externally.

Service Design Processes

For HP and Partner Internal Use. May not shared externally.

Configuration Item (CI)

IT Services, hardware, software, buildings, people, and

For HP and Partner Internal Use. May not shared externally.

Configuration Management System

Information about all Configuration Items

CMS stores attributes