Certifiable! The Business Of ITIL
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Certifiable! The Business Of ITIL
- 1. Certifiable! The Business of ITIL Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com ServiceSphere [email_address] [email_address]
- 3. ITIL – A Historical Perspective First efforts in processing 3000BC ?
- 4. ITIL – A Historical Perspective The Babbage Difference Engine 1822
- 5. ITIL – A Historical Perspective IBM Mark 1 Computer 1944
- 6. ITIL – A Historical Perspective Third Generation Computers 1964 - 1979
- 7. ITIL – A Historical Perspective The Personal Computer Revolution…1981/1984
- 10. So Why Did ITIL Develop? 1957 Technical Support Unit 1970s Central Computer & Telecommunications Agency 2000 Office of Government Commerce
- 11. So Why Did ITIL Develop? Service Management Portfolio, Program & Project Risk Managment Programme Management Project Managment
- 12. The odds were not good…..
- 18. The ITIL Eco-system Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Office of Government Commerce Independent User Group itSMF Official Accreditation AMPG-Int Examination Institutes Standards Organizations ISO/BS Training Companies Industry Analysts Software Vendors ITIL Consultants Vendor Accreditation
- 21. Accreditation & Publishers Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com
Editor's Notes
- Hi thanks for the intro Chris….I’ve been in the business of IT So …The Business of ITIL.. Many of us have heard about it….many of us think we know about it, we may have done the foundation classes and exams….. But who is involved in the whole ITIL world, who makes money from it, who are the players who control what happens…. Lets start with a shock headline…….
- .so is ITIL dead? Is it dying? .. Well more of that later, to understand the business of ITIL we need to see it in context…. And we start with a brief history lesson….
- Man has always been trying to make business easier…. Initially by automating the means of calculating here we are in 3000 BC or there abouts… We then move on…missing out some huge chunks of IT history…..
- And with the development of these computers business took them on to automate and help efficiency….
- Takes us to the dawn of the personal computer revolution….so IT being used in businees….how was business reacting to this…and this is where ITIL comes in
- And what does it mean..does it mean I have to buy software Gaining credence in US Favourable as saves money, accounts for assets ties in with governance Best practice.. done before saves reinventing wheel..uses the years of experience
- Notice that
- UK Govt recognized that without standard practices, government agencies and private sector contracts were independently creating their own IT management practices. So it built a set of recommendations to bring this together…. It’s was built around a process model for controlling and managing operations The Technical Support Unit a UK Government Agency founded 1957 to advise on computers especially involved in telecommunications Morphed into the Central Computer and Telecommunications Agency (CCTA) 2000 chnaged into the Office of Government Commerce (OCG) Everything is dedicated towards achieving six key goals Delivering value for money from third party spend Delivering projects to time, quality and cost, realising benefits Getting the best from Government estate Delivering sustainable procurement and sustainable operations on the Government estate Supporting the delivery of Government policy goals Improving central Government capability in procurement, project and programme management and estates AND as true for the private sector as for Goernment! And this desire for order and control went further than just service management
- IT Service Management - ITIL Project Management - PRINCE2 Programme Management - MSP Risk Management - M_o_R Portfolio, Programme and Project Offices - P3O Also responsible for a number of methodologies such as SSADM Structured Systems Analysis and Design Method (SSADM) PRojects IN Controlled Environments (PRINCE, PRINCE2) Information Technology Infrastructure Library (ITIL), and associated standards - BS15000 into the ISO20000 series The CCTA Risk Analysis and Management Method (CRAMM)[2], Also responsible for a number of methodologies such as SSADM Structured Systems Analysis and Design Method (SSADM) PRojects IN Controlled Environments (PRINCE, PRINCE2) Information Technology Infrastructure Library (ITIL), and associated standards - BS15000 into the ISO20000 series The CCTA Risk Analysis and Management Method (CRAMM)[2],
- It shouldn’t have been Government led Based on an emerging, nascent element of business Collaborative construction IT Disapora….1980’s many standards, many types
- It shouldn’t have been Government led Based on an emerging, nascent element of business Collaborative construction IT Disapora….1980’s many standards, many types So developed in UK….morphed in to Europe and is now being adopted more and more in the US
- It shouldn’t have been Government led Based on an emerging, nascent element of business Collaborative construction IT Disapora….1980’s many standards, many types
- Avoids re-inventing the wheel (ITSM is done anyway) – people still have problems. log incidents, make changes etc Everything is dedicated towards achieving six key goals Delivering value for money from third party spend Delivering projects to time, quality and cost, realising benefits Getting the best from Government estate Delivering sustainable procurement and sustainable operations on the Government estate Supporting the delivery of Government policy goals Improving central Government capability in procurement, project and programme management and estates
- Version 1 developed through the 1980s and eventually stood at some 30 publications….
- Service Strategy As the center and origin point of the ITIL Service Lifecycle, the ITIL Service Strategy volume[12] provides guidance on clarification and prioritization of service-provider investments in services. More generally, Service Strategy focuses on helping IT organizations improve and develop over the long term. In both cases, Service Strategy relies largely upon a market-driven approach. Key topics covered include service value definition, business-case development, service assets, market analysis, and service provider types. List of covered processes: Service Portfolio Management Demand Management IT Financial Management [edit]Service Design The ITIL Service Design volume[13] provides good-practice guidance on the design of IT services, processes, and other aspects of the service management effort. Significantly, design within ITIL is understood to encompass all elements relevant to technology service delivery, rather than focusing solely on design of the technology itself. As such, Service Design addresses how a planned service solution interacts with the larger business and technical environments, service management systems required to support the service, processes which interact with the service, technology, and architecture required to support the service, and the supply chain required to support the planned service. Within ITIL v2, design work for an IT service is aggregated into a single Service Design Package (SDP). Service Design Packages, along with other information about services, are managed within the service catalog. List of covered processes: Service Catalogue Management Service Level Management Risk Management Capacity Management Availability Management IT Service Continuity Management Information Security Management Compliance Management IT Architecture Management Supplier Management [edit]Service Transition Service transition, as described by the ITIL Service Transition volume,[14] relates to the delivery of services required by a business into live/operational use, and often encompasses the "project" side of IT rather than "BAU" (Business as usual). This area also covers topics such as managing changes to the "BAU" environment. List of processes: Service Asset and Configuration Management Service Validation and Testing Evaluation Release and Deployment Management Change Management Knowledge Management [edit]Service Operation Best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs). Service operation, as described in the ITIL Service Operation volume,[15] is the part of the lifecycle where the services and value is actually directly delivered. Also the monitoring of problems and balance between service reliability and cost etc are considered. The functions include technical management, application management, operations management and Service Desk as well as, responsibilities for staff engaging in Service Operation. List of processes: Event Management Incident Management Problem Management Request Fulfillment Access Management [edit]Continual Service Improvement (CSI) Aligning and realigning IT services to changing business needs (because standstill implies decline). Continual Service Improvement, defined in the ITIL Continual Service Improvement volume,[16] aims to align and realign IT Services to changing business needs by identifying and implementing improvements to the IT services that support the Business Processes. The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency and cost effectiveness of the IT processes through the whole lifecycle. To manage improvement, CSI should clearly define what should be controlled and measured. CSI needs to be treated just like any other service practice.[citation needed] There needs to be upfront planning, training and awareness, ongoing scheduling, roles created, ownership assigned,and activities identified to be successful. CSI must be planned and scheduled as process with defined activities, inputs, outputs, roles and reporting. List of processes: Service Level Management Service Measurement and Reporting Continual Service Improvement
- The Office of Government Commerce (OGC) is an independent office of HM Treasury, established to help Government deliver best value from its spending. The OGC works with central Government departments and other public sector organisations to ensure the achievement of six key goals: Delivery of value for money from third party spend; Delivery of projects to time, quality and cost, realising benefits; Getting the best from the Government's £30bn estate; Improving the sustainability of the Government estate and operations, including reducing carbon emissions by 12.5% by 2010-11, through stronger performance management and guidance; Helping achieve delivery of further Government policy goals, including innovation, equality, and support for small and medium enterprises (SMEs); And driving forward the improvement of central Government capability in procurement, project and programme management, and estates management through the development of people skills, processes and tools. ITIL is best practice in IT Service Management, developed by OGC and supported by publications, qualifications and an international vendor and user group, itSMF. ITIL is intended to assist organisations in optimising their own IT service management practices. Worldwide, ITIL is the most widely used best practice for IT Service Management. ITIL is a top-down, business driven approach to the management of IT Services that specifically addresses the strategic business value generated by the IT organisation and the delivery of high quality IT services. ITIL is designed to focus on the people, processes and technology issues that IT organisations face. ITIL is aimed at: * IT service providers * IT directors and managers * Chief Information officers It will also inform: * Business managers * Customers and end-users involved in building good relationships with their IT service providers plus any organisation that depends on IT Services. ITIL accreditation demonstrates that an individual has met a certain standard in Service Management as set by OGC's Official Accreditor, APM Group, supported by a global Examination Panel of ITIL experts. The Official Scheme is supported by Examination Institutes. For a complete list please refer to the official ITIL web site.
- The itSMF® is the only truly independent and internationally-recognised forum for IT Service Management professionals worldwide. Started 1991 This not-for-profit organisation is a prominent player in the on-going development and promotion of IT Service Management "best practice", standards and qualifications itSMF provides an accessible network of industry experts, information sources and events to help staff address IT service management issues and achieve the delivery of high quality, consistent IT service internally and externally through the adoption of "best practice” Globally, 6000 member companies, 40,000 individuals in 50+ Chapters. Chapter’s are separate legal entities and largely autonomous. The itSMF International Executive Board is the separate International entity that provides an overall steering and support function
- Examination Institute AccreditationAll organisations approved by APM Group as EIs will be audited by independent auditors appointed by APM Group in accordance with the principles of international best practice standards. If the systems used by the applicant organizations are found to be in line with these guidelines, they will be granted permission to administer the scheme for ITIL accreditation and qualifications and will also be offered a place on the Qualifications Board.Under the contracts signed with APM Group, EIs are allowed to undertake the following activities -Approve training organizations through the standards and mechanisms audited and agreed by APM Group. Administer examinations via those organisations they have approved using the standards and mechanisms agreed by APM Group.Under the contracts signed with APM Group, EIs are not permitted to undertake any of the following activities -Amend approved ITIL syllabusesDevelop their own ITIL examinationsDevelop products which may be perceived as competition to those within the ITIL schemeOffer training or consulting in ITIL in competition with those organisations they approve to do this Make any amendments to the pass mark agreed by the qualification board Issue trademark licences to their approved organisations directlyOutsource the running of their ITIL activities to any third party, except where those agreements are already in place for older (version 2) qualifications. In this case, these activities may be continued until the introduction of version 3 qualifications. Regulated and keep the integrity of the training and the exams intact….
- ISO (International Organization for Standardization) is the world's largest developer and publisher of International Standards.ISO is a network of the national standards institutes of 159 countries, one member per country, with a Central Secretariat in Geneva, Switzerland, that coordinates the system.ISO is a non-governmental organization that forms a bridge between the public and private sectors. On the one hand, many of its member institutes are part of the governmental structure of their countries, or are mandated by their government. On the other hand, other members have their roots uniquely in the private sector, having been set up by national partnerships of industry associations.Therefore, ISO enables a consensus to be reached on solutions that meet both the requirements of business and the broader needs of society.
- Pink Elephant claim to be world’s #1 supplier of ITIL and ITSM conferences, education and consulting services Contributor to ITIL v3 Official ITIL Licensed Software Assessor In 2009, the APM Group established an ITIL software scheme which allows software tool vendors to obtain endorsement for an ITIL based tool through the Office of Government Commerce (OGC). This endorsement allows vendors to hold a valid trademark licence and use a process compliant ITIL ‘swirl’ badge at a bronze, silver or gold level. The scheme operates through Licensed Software Assessors whereby vendors apply to have their tools assessed to obtain an endorsement and ability to display the ITIL ‘swirl’ badge. Tools are assessed by qualified industry experts who meet the criteria as set by APM Group. PinkVERIFY is recognized as an ITIL Licensed Software Assessor, by the APM Group. As a result, vendors can choose to have their tools assessed through both PinkVERIFY and the official ITIL Software Assessment Scheme. Both assessments are conducted simultaneously using the same methodology. A software tool must achieve a passing score against the ITIL Software Assessment criteria subset within the PinkVERIFY assessment. It must also undergo further assessment focusing on the extent of the tool’s deployment before it earns the right to display any of the three – Bronze, Silver, Gold ITIL ‘swirl’ logos. The Service Management Consultancy Ltd (SMCG) SMCG was founded to cater for the need in IT and the Business market for an independent consultancy that understands both the Business and IT elements within an organisation, and help them understand these services and improve upon them. SMCG offers services that evaluate how IT and Business services to IT are working within a business. Other services include: Gap Analysis (BSM and ITIL) Reviews, report and Action plans Independent advice and guidance around ITIL Interim Management role Services scorecard design and reviews Training Speaking engagements (in-house or at conferences) Software assessments Pink Elephant Inc Headquartered just outside Toronto Canada, and operating in locations throughout the world, Pink Elephant specializes in IT Service Management education, consulting and conferences. To date, more than 200,000 people – many from Fortune 100 Companies – have benefitted from the organization's expertise. For more information, visit www.pinkelephant.com
- Dedicated analysts to the various IT sectors…some like Gartner have many analysts speaking to the one sector, others like Ovum have only one… Gartner is probably the biggest and most well known and are responsible for the “Magic Quadrant” … however followed closely by Forrester are Gartner MQ only talks to the service mgt piece not to all of ITIL….. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, we are the indispensable partner to 60,000 clients in 10,000 distinct organizations.Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, we work with every client to research, analyze and interpret the business of IT within the context of their individual role. 2008 Revenues 0f $1.3billion 1,200 research analysts and consultants who advise executives in 80 countries Forrester Research, Inc. (Nasdaq: FORR) is an independent research company that provides pragmatic and forward-thinking advice to global leaders in business and technology. Forrester works with professionals in 20 key roles at major companies providing proprietary research, customer insight, consulting, events, and peer-to-peer executive programs. For more than 26 years, Forrester has been making IT, marketing, and technology industry leaders successful every day. Revenue 2008 of $240.9M
- ISO (International Organization for Standardization) is the world's largest developer and publisher of International Standards.ISO is a network of the national standards institutes of 159 countries, one member per country, with a Central Secretariat in Geneva, Switzerland, that coordinates the system.ISO is a non-governmental organization that forms a bridge between the public and private sectors. On the one hand, many of its member institutes are part of the governmental structure of their countries, or are mandated by their government. On the other hand, other members have their roots uniquely in the private sector, having been set up by national partnerships of industry associations.Therefore, ISO enables a consensus to be reached on solutions that meet both the requirements of business and the broader needs of society.