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www.gl-spin.org

Great Lakes

ITIL and Software Development
Rudy Stubler November 13, 2008

Who Am I?
23 Years in IT 6 spent in ITSM / ITIL

Co-Founder & past President Multiple Certifications (www.itsmfusa.org / www.gllig.org) Manager, IT Service Management

Rudy Stubler - GL-SPIN - Nov 13, 2008

2

Agenda
• ITIL – What is it
– – – – IT Service Management Brief History of ITIL ITIL V3 Processes and Services

• SDLC and ITIL Life Cycle Approach • Q&A
Rudy Stubler - GL-SPIN - Nov 13, 2008 3

2008 .Global Service Maturity Most Companies are Here We need to implement IT Service Management (ITSM)… … to enable delivery of global shared services 4 Rudy Stubler .Nov 13.GL-SPIN .

Nov 13.” Gartner. processes.GL-SPIN . 2005 “IT Infrastructure Library (ITIL) is an industry leading best practice ‘framework’ used by organizations worldwide as a guidance to establish and improve ITSM capabilities” ITIL V3. 2007 Rudy Stubler . management systems. and technologies that drive the IT organization’s ability to deliver desirable and predictable results.IT Service Management and ITIL “IT Service Management (ITSM) is the collective behaviors. 2008 5 . competencies.

g.g. 2008 6 . PCs. connectivity..Nov 13. Technology & Tools THE INFRASTRUCTURE Rudy Stubler . server hosting.GL-SPIN . Applications. database) Organization People Roles Functions Partners Integrated Processes Policies HR Purchasing Finance Sourcing Legal Etc.IT Service Management Capabilities THE BUSINESS Business Services Business Facing Services (e. Audio) Technology Services (e.

2008 7 .Mid 90’s ITIL V1 46 Books “Support the Business” Mid 90’s -2007 7 Books “Align to the Business” 2007+ 5 Books “Integrate with the Business” Rudy Stubler .Nov 13.GL-SPIN .ITIL History ITIL provides best practice guidance on how to manage ITSM capabilities 1989 .

2008 8 .GL-SPIN .Nov 13.ITIL V3 Overview Rudy Stubler .

manage your service portfolio Service Design – design the services. 2008 9 .GL-SPIN .The ITIL V3 Library Service Strategy – define the market.Nov 13. manage the service catalog Service Transition – build the services Service Operations – operate the services. manage the service quality Continual Service Improvement – improve the services Rudy Stubler .

Nov 13.ITIL V3 Service Life Cycle & Processes Rudy Stubler .GL-SPIN . 2008 10 .

What is a Service? Rudy Stubler . 2008 11 .Nov 13.GL-SPIN .

2008 Service Capability Process Maturity The Capability of the Services is directly dependent upon the Maturity of the Processes Process Maturity As the Processes Mature.Nov 13.Services are Dependant upon the Processes Service Capability 12 Services Processes Rudy Stubler .GL-SPIN . the Service Capability will Increase Processes .

Nov 13.Software Development / ITIL Processes Initiate Analyze Design Develop Implement Operate Service Strategy Service Design Service Transition Service Operations Rudy Stubler . 2008 13 .GL-SPIN .

2008 14 .Initiate   Service Strategy Initiate ITIL Processes Demand Management Portfolio Management IT Financial Management Service Strategy DELIVERABLE: SERVICE DEFINITION Rudy Stubler .GL-SPIN .Nov 13.

Portfolio Management Rudy Stubler .GL-SPIN . 2008 15 .Nov 13.

2008 16 .Nov 13.Analysis & Design   Service Design Analyze Design ITIL Processes Service Level Management Availability Management Capacity Management Continuity Management Security Management Catalog Management Service Design DELIVERABLE: SERVICE DESIGN PACKAGE Rudy Stubler .GL-SPIN .

2008 17 .Service Level Management CUSTOMER NEEDS PERFORMANCE SATISFACTION SLA IT Service IT Systems IT Systems IT Systems IT Systems OLA INTERNAL SUPPLIERS UC EXTERNAL SUPPLIERS & MAINTAINERS Rudy Stubler .Nov 13.GL-SPIN .

GL-SPIN . 2008 18 .Develop & Implement   Service Transition Develop Implement ITIL Processes (V2) Change Management Release Management Knowledge Management Configuration Management Service Transition DELIVERABLE: PRODUCTION APPLICATION Rudy Stubler .Nov 13.

Change Management C h a n g e M a n a g e m e n t Registration and Classification Monitoring and Planning C Approval Build P r o j e c t M a n a g e m e n t A Authorization and Implementation Test B Implement Evaluation (PIR) Rudy Stubler .GL-SPIN .Nov 13. 2008 19 .

GL-SPIN .Nov 13. Or Order Configure Release Roll-Out Purpose Planning & Purchase The The Acceptance Planning Testing Software Release Training Distribution & Installation Communication & Preparation Configuration Management Database (CMDB) Definitive Software Library (DSL) Definitive Hardware Store (DHS) 20 Rudy Stubler .Release Management Development Environment Controlled Test Environment Live Environment RELEASE MANAGEMENT Release Policy Design & Build & Fit-ForRelease Develop. 2008 .

Operate   Operate Operate ITIL Processes Event Management Incident Management Request Management Problem Management Service Operations DELIVERABLE: OPERATING SERVICE Rudy Stubler .Nov 13.GL-SPIN . 2008 21 .

GL-SPIN . 2008 } } } } Problem Problem Evolves Into Known Error Known Error Root Cause Found CI at Fault Work-Around Request For Change Change Management 22 . Problem & Change Management Incident Management X Incident X Matching X X X X X X X X X X X X X X Problem Management Change Management Rudy Stubler .Relationship Between Incident.Nov 13.

The Efficiency and Effectiveness Funnel INCIDENTS INCIDENTS INCIDENTS INCIDENTS INCIDENTS 1st Level Support Nth Level Support Rudy Stubler .GL-SPIN .Nov 13. 2008 23 .

Nov 13.The Efficiency and Effectiveness Funnel INCIDENTS INCIDENTS INCIDENTS INCIDENTS INCIDENTS 1st Level Support Nth Level Support Incident Management Knowledge Management Rudy Stubler . 2008 24 .GL-SPIN .

Nov 13.GL-SPIN . 2008 25 .The Efficiency and Effectiveness Funnel INCIDENTS INCIDENTS INCIDENTS INCIDENTS 1st Level Support Nth Level Support Problem Management Incident Management Rudy Stubler .

Nov 13.The Efficiency and Effectiveness Funnel INCIDENTS INCIDENTS INCIDENTS 1st Level Support Nth Level Support Change Management Problem Management Incident Management Rudy Stubler .GL-SPIN . 2008 26 .

2008 27 .Nov 13.GL-SPIN .The Efficiency and Effectiveness Funnel INCIDENTS INCIDENTS 1st Level Support Nth Level Support Release Management Change Management Problem Management Incident Management Rudy Stubler .

Nov 13. 2008 28 .GL-SPIN .The Efficiency and Effectiveness Funnel 1st Level Support Nth Level Support Release Management Change Management Problem Management Incident Management Rudy Stubler .

2008 29 .Nov 13.ITIL Continual Service Improvement SDLC? ITIL Processes Service Measurement Service Reporting Service Improvement DELIVERABLE: SERVICE IMPROVEMENT PROJECTS Continual Service Improveme nt Rudy Stubler .GL-SPIN .

Common Pitfalls ITIL For The Sake Of ITIL The Paper Chase The Great Tool Hunt ITIL To The Letter Rudy Stubler .GL-SPIN .Nov 13. 2008 30 .

Questions Email me at: RudyStubler@gmail.gllig.GL-SPIN .com Or visit: www.Nov 13. 2008 31 .org Rudy Stubler .

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