ITIL ROCKS!

But where do I start?

Name Brady Orand

Title ITIL Practice Manager
Date May 4, 2006
Column Technologies, Inc.

© 2006 Column Technologies, Inc.

http://www.columnit.com
 ITIL Says…

• Begin with the source of greatest pain and

quickest benefit…

Typical first adoptions are with…

… Incident Management
… Change Management
… Service Desk
… Problem Management

© 2006 Column Technologies, Inc.

http://www.columnit.com
 However…

… process development without an overall vision will

result in rework being required.

• Number of rooms: 160

• Cost: $5,500,000
• Date of Construction: 1884 - September 5, 1922
• Number of stories: Prior to 1906 Earthquake - 7;
presently 4
• Number of windows: Frames 1,257; panes approx.
10,000
• Number of doors: Doorways 467, doors approx. 950
Number of fireplaces: 47
• Number of bedrooms: Approx. 40
• Number of kitchens: 5 or 6
• Number of skylights: Approx. 52
• Number of gallons of paint required to paint entire
home: Over 20,000
• Blueprints available: No, Mrs. Winchester never had a
master set of blueprints, but did sketch out individual
rooms on paper and even tablecloths!

© 2006 Column Technologies, Inc.

http://www.columnit.com
 Establishing Vision

• IT Service
Management
– Service is THE key
concept
– Service is the vision
• Establishing Vision
– What do we want it
to look like?
– Develop plans
– Begin construction…
… within the plans

© 2006 Column Technologies, Inc.

http://www.columnit.com
 Imagine This…
• Reports
– Delivering Service Impacts to business customers
– Communicating Change by service
– Identifying costs of individual services
• Provisioning
– Establishing lead times for new PCs
• Customer requests come in advance of need
• Delivery of services becomes a regular, well-known occurrence
• Support
– Incidents based on business priority
– Focus of resources based on greatest benefit/need
• Planning
– Understanding need based on business trends
• Consistency
– Business knows who to talk to with respect to Services
– Business understands their responsibilities to IT
– Business communicates with IT more effectively
– IT delivers high-quality Services consistently

© 2006 Column Technologies, Inc.

http://www.columnit.com
 Planning for Services

Construction Service Management

Blueprint Service Vision

Foundation Service Modeling

Project Planning
Project Planning

Framing Process Designs

Plumbing & Electrical Process Implementation

Roofing Service Planning

Finishing Service Reporting

© 2006 Column Technologies, Inc.

http://www.columnit.com
 What is a Service?

• Service is a human
concept
– There are no physical
entities that you can point
to and say “This is a
Service”
• Services are made up of
– People
– Process
– Technology

© 2006 Column Technologies, Inc.

http://www.columnit.com
 Foundations of
Service

Service Customers
Service Users
Administration Product Sales Fulfillment Support
Business

Service Publication
Service Desk Service Catalog Communication

Delivery of Services
Support of Services
Supporting ITIL Processes

Service Definitions
Configuration Management Database Service Modeling

© 2006 Column Technologies, Inc.

http://www.columnit.com

Incident
Management
Incident Classification
Incident Prioritization
Incident Reporting
Impact Assessment
How Services Help
Decision Making
Problem Change Release Configuration
Management Management Management Management
Problem Classification Change Classification Release Planning Service Modeling
Problem Prioritization Change Prioritization Release Prioritization Reporting
Problem Reporting Change Scheduling Release Reporting
Impact Assessment Change Reporting Impact Assessment
Impact Assessment

Service Level ITSC Capacity Availability Financial

Management Management Management Management Management
Business Alignment Business Alignment Prioritization Prioritization Costs of Service
Focused Improvements Planning Planning Planning Value of Service
Budgeting Budgeting Reporting Reporting Service Planning
Planning Prioritization Budgeting Budgeting
Impact Assessment Impact Assessment Impact Assessment

Relative Importance
Prioritization
Business Priority
Overall Impact Analysis
Reporting
Communication of Value
Cultural Transformation
© 2006 Column Technologies, Inc.
http://www.columnit.com
 Establishing Service
Definitions
Service definitions stem from the basic business
organizations…
Sales and Marketing efforts
focused on attracting new
customers and retaining Delivery of products and/or
existing customers services to customers.
Sales
Includes distribution, delivery,
Fulfillment logistics.
Creation of new products and
or services for delivery to
customers. Includes Operational groups supporting
manufacturing and inventory all business groups. Includes
Manufacturing control finance, HR, executives, IT
Administration

Supporting products and/or

services at the customer
location. Includes product
Product Support support and returns

© 2006 Column Technologies, Inc.

http://www.columnit.com
 Anatomy of a Service
The business perspective of services is radically
Business Perspective different from IT’s. This perspective must be kept in
mind when establishing service definitions for
Business Service Sub Service Business Apps
business.

IT Perspective
Direct Sales

Web Server
Online Ordering
App Server

Sales
Ordering
Catalog Database

Network
Marketing File Server
© 2006 Column Technologies, Inc.
http://www.columnit.com
 Designing Services
The business perspective of services is radically different from IT’s. This perspective must be kept
in mind when establishing service definitions for business.

• Starting with the Five Business Operations

– Identify your sub-Services
– Identify the user perspective
• Understand shared Services
– Email
– Desktop Support
• Make a list of services
– Categorize Services
– Create description
– What’s included?
• Understand the Customer
– Who is responsible for this Service from the
business?
• Understand the Users
– Who uses this Service on a regular basis?

© 2006 Column Technologies, Inc.

http://www.columnit.com
 The Business
Perspective
• Next Step…
– Present your list of Services to your
Customers
– Beginnings of conversation
– Allows for better understanding of
Services
– Provides business input and perspective
– Provides understanding of priorities
– Establishes Value for Money (VfM)
• Compare your Service list with needs of
business
– Negotiate with business Customers
what services they require and what you
can provide
– Redefine the list according to business
needs
© 2006 Column Technologies, Inc.
http://www.columnit.com
 Common Mistakes

• IT Says…
– “Our Services are Change Management,
Patch Management, Software Distribution...”
• IT dictates Services to Customers
• IT does not focus on what the customer
will “buy”
• Services are inappropriately defined
• Customers are not communicated with
• Failure to define Service owners

© 2006 Column Technologies, Inc.

http://www.columnit.com
 Next Steps

• Use list of Services as a

fledgling Service Catalog
• Develop Roadmap to deliver
Services
• Design support efforts around
Services
• Continue to improve Services
– Establish formal Service Level
Management process
• …

© 2006 Column Technologies, Inc.

http://www.columnit.com
© 2006 Column Technologies, Inc.
http://www.columnit.com