Introduction to ITIL 2011 and IT service management

ITIL and IT Service Management
- Introduction
Christian F. Nissen, CFN Consult
RESILIATM, ITIL®, PRINCE2® MSP®, MoP® and MoV® are Registered Trade Marks of AXELOS in the United Kingdom and other countries
COBIT® is a registered trademark of the Information Systems Audit and Control Association (ISACA) and the IT Governance Institute (ITGI)
TOGAFTM and IT4ITTM are trademarks of The Open Group
SIAM® is a registered trademark of EXIN
© 2018 of CFN Consult unless otherwise stated

2
Agenda
1. IT service management
2. ITIL®
3. Organization
4. Processes
5. Knowledge
6. People
7. Tools and technology
8. Qualification scheme
9. Implementation
Agenda
© 2018

IT Service Management
 Information technology (IT)
 Service
 Management
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IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation
© 2018

Information technology
 Merriam-Webster: The technology
used for the processing and
distribution of data
 Wikipedia: Technology (computers
and telecommunications equipment)
used to store, retrieve, transmit and manipulate data
 Techterms.com: Anything related to computing technology,
such as networking, hardware, software, the Internet, or the
people that work with these technologies.
 I.e. applications, infrastructure, integrations and people
that can be bought for money
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Assignment
 Group 1: Give a
definition of “Service”.
Give examples of hotel
services based on
your definition
 Group 2: Give
examples of hotel
services. Use the
examples to make a
definition of “Service”
 Time: 10 minutes
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Service
Examples:
 An overnight stay
 A meal at the restaurant
 Wireless internet access
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
Services are produced
while consumed
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Two very different views on Service
Added value:
 A service is an added
value to a product or a
solution
 Examples:
 Service Desk
 After sales services
All included:
 A service includes
the product or
solution
 Examples:
 Payroll service
 Workplace
service
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Examples
Services ”Non-services”
Electronic mail communication PC
Office Automation MS Office
Electronic payroll management
The Problem Management
process
Web hotel hosting services Service Hours
Back-up service Project resources
Software as a Service A firewall
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IT service types
IT
The business
Business unit
(internal customer)
Business unit
(internal customer)
IT department IT department IT department
External
customer
External
customer
External
customer
External
customer
External
customer
External
customer-facing
IT services
Internal
customer-facing
IT services
Supporting (IT) services
Business services
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1010
Service relationship types
Overnight stay Conference Dining
Wireless Internet
access
Cleaning Cooking
Core Service Core Service Core Service
Supporting
Service
(Enhancing)
Supporting
Service
(Enabling)
Supporting
Service
(Enabling)
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Identification of services – service lines
ITServiceManagement
Data Center Services
Integration Services
Server Hosting Services
Storage Services
Backup Services
Network Services
Database Services
Print services
Application Platform Services
Application Services
Desktop Services
BusinessRelationshipServices
ServiceMonitoringServices
SecurityandCompliancyServices
IdentityManagementServices
Sales Finance R&D . . .
EndUserSupportServices
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Identification of services – service lines
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Identification of services – TBM Taxonomy
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© 2016 Technology Business Management Council, All rights reserved (v2.5)2
TBM Taxonomy V2.0 (High Level View)
Cost Pools
Internal
Services
Telecom
Facilities
& Power
Outside
Services
Internal
Labor
External
Labor
IT Towers
End User Application Delivery
IT
Management
Security &
Compliance
OutputNetworkStorageComputeData Center
Services
Business Units or Business Capabilities
Business Unit or
Business Capability
Business Unit or
Business Capability
Business Unit or
Business Capability
Business Unit or
Business Capability
Business Unit or
Business Capability
BusinessViewFinanceViewITView
Delivery Services Platform Services Infrastructure Services
Business Application ServicesEnd User Services
SoftwareHardware Other
Emerging
Source: Technology Business Model (TBM) Council: TBM Taxonomy V2.0 (High Level View)
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Service value
Examples:
 Accommodation close
to temporary
workplace
 Kind staff, mountain
view
 Vegetarian food
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Value
Per-
cep-
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Bus.
out-
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Prefe-
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In the end it is about service value
Examples:
 Bed
 Internet connection
 Table
 Food
Examples:
 Room available on the
night needed
 Bandwidth of the
wireless access
 Guest security
Utility
 What the customer
gets - fitness for
purpose
 Functionality
Warranty
 How it is delivered -
fitness for use
 Availability, capacity,
reliability, security,
continuity, (usability,
compliance)
Price
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ITIL®
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Tools &
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Qualification
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Implementation

Management
Wikipedia:
 The verb manage comes from the Italian maneggiare
(to handle — especially tools), which in turn derives
from the Latin manus (hand).
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Service management?
Examples:
 Hotel Management
 The reception
 The booking process
 Knowledge of the needs
of the guests
 Training of staff
“Service management is
a set of specialised
organizational
capabilities for providing
value to customers in
the form of services”
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How do we create value – Service assets
Service Assets:
 Capabilities represent a
service organization’s
capacity, competency,
and confidence for action
 Resources represent the
assets of an organization.
 Resources and
capabilities are the basis
for value creation
ITServiceManagement
Capabilities Resources
Management
Financial
Capital
Organization Infrastructure
Processes Applications
Knowledge Information
People People
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IT (resources) + Service + Management (capabilities)
ITServiceManagement
Service
Capabilities Resources
Integration Data Infrastructure
PeopleMoney Systems
Supporting Services
Practices Organizing Knowledge Skills
Applications
Capabilities
Supporting Services
Resources
Leadership ABC
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2020
Service management ‘on a page’
Service provider
Customer
Consuming
Process
Consuming
Process
Utility - Fit for purpose
(Functionality)
Warranty - Fit for use
(Availability, capacity, reliability, security,
continuity, usability, compliance)
Service assets:
Resources
Service assets:
Capabilities
SERVICE
Knowledge
Infrastructure /
Tools
Data /
Information
Consuming
Process
Business case
(ROI / VOI)
Functional
requirements
Application /
Integration
Management /
Leadership
Supporting
services
Practices
(Processes)
Organizing
(Functions, roles)
People
Cost and Price
Valueadded
Servicepotential
Valuerealized
Serviceoutcome
Service targets
and levels
Moneyspent
Serviceresources
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Service resource and capability dynamics
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Assignment
 Give examples of IT Services from your own
organization
 Give examples of the business value added by the
identified IT Services
 Give, if possible, examples of “non-services” from
your existing Service Catalogues or Service Level
Agreements
 Categorize the services in service types
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How do we differentiate our offerings?
Examples:
 Guest room
 Suite
 Executive room
 A Service Package is
a detailed description
of an IT Service that is
available to be
delivered to
Customers
 A Service Level
Package is a defined
level of Utility and
Warranty for a
particular Service
Package
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Service Package
Service package
Core service
Service Level
Package
Enabling
service
Enhancing
service
ITServiceManagement
Service Package
Supporting
service
Service
package
Service Level
Package
Core service
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Service Package
Service packaging
E-mail
Basic Service
Level Package
Mobile service
Spam Filter
VIP Service
Level Package
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Service packaging
ITServiceManagement
Service Package
Support
Service
Service Level
Package
Service Package
Support
Service
Service
Package
Service
Level
Package
Core
Service
Core Service
Service
Package
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Service packaging
ITServiceManagement
Service
Level
Agreement
Service
Package 1a
Service
Service Service
Service
Global Service
Portfolio
Service
Service
Level
Agreement
Local ITExternal
providers
Local
LOB
Corpor-
ate IT
Service
Service A
Service Level
Package
Service
Package 1b
Service Package 1b
Service Level
Package
Service Package 2
Service Pack. 1a
Service C
Service Level
Package
Service
Package 2
Service
Package 3
Service
Level
Agreement
Service
Level
Agreement
Service Package 1a
Service B
Service Pack. 1b
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Assignment
 Draft a Hotel Service Package (e.g. “Business
traveler” or “Family stay” or “Loving couple”, with one
or two Core Services, one or two Supporting Services
and one or two Service Level Packages.
Time: 15 minutes
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Did we get it?
What is a Service?
The following are examples of service assets:
 Applications
 Organization
 Financial capital
 Infrastructure
 Knowledge
 People
 Processes
 Management
 Information
Which of these are examples of resources?
Which are examples of capabilities?
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ITIL® and the Service Lifecycle
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What is ITIL®?
Once: IT Infrastructure Library – Now: ITIL®
 ITIL® is a source of good practice in IT Service
Management
 By good practice we mean practices that are
 validated across a diverse set of environments
 widely distributed.
 ITIL® is not a standard
 ITIL® is non-prescriptive
ITIL®andtheServiceLifecycle
IT Service
Management
ITIL®
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Why ITIL®?
To address:
 Lack of control, predictability and transparency
 Low customer or user satisfaction
 Unclear roles, responsibilities and expectations
 Quality issues in Service Operation and Transition
 High costs and inefficiency
 Dependency of individuals
 Issues in management of suppliers
 Mergers and acquisitions
 Sourcing considerations
 Regulatory requirements, compliance requirements
etc.
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Where does ITIL® come from?
 ITIL Version 1 – 1986 - 1999
Function-based practice of 40+ books dealing with a
variety of IT practices developed by AXELOS in the
United Kingdom.
 ITIL Version 2 – 1999 - 2006
Process-based practice of 10 books and the globally
accepted best practice framework for IT Service
Management. The most popular books were “Service
Support” and “Service Delivery”
 ITIL Version 3 – 2007 - 2011
Service lifecycle-based practice incorporating five lifecycle
titles forming the core of ITIL® practice
 ITIL 2011
Updated for consistency and clarity
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Where does ITIL® fit in?
ISO/
IEC
20000
ITIL®
Internal processes and
procedures
Standard
Good practice
Deployment
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How to use ITIL®?
 The guidance in ITIL® has to be adopted and adapted
for use in various business environments and
organizational strategies
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What does ITIL® contain?
Five lifecycle stages covered in five core publications:
 Service Strategy
 Service Design
 Service Transition
 Service Operation
 Continual Service Improvement
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What do we mean by the Service Lifecycle?
Service
Strategy
Service
Operation
Service
Transition
Service
Design
Continual
Service
Improvement
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What does Service Strategy cover?
Examples:
 What services should
we offer and to whom?
 How do we differentiate
ourselves from
competing alternatives?
 How can we make a
case for strategic
investments?
Guidance on how to
design, develop and
implement Service
Management not only as
an organizational capability
but as a strategic asset
 Determine
perspective
 Form a position
 Craft a plan
 Adopt patterns of
action
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What does Service Design cover?
Example:
Design of a new conference
service:
 Ask the local businesses
what they want (Utility
and warranty)
 Hire architects to design
new conference facilities
 Develop sales material
 Hire people and assign
responsibilities
 Design booking process
 . . .
Guidance for the design
and development of
services and service
management processes
 Collect requirements
 Analyze
 Design
 Evaluate
 Procure and/or
develop
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What does Service Transition cover?
Examples:
 Plan the implementation
of the new conference
service
 Assemble and build the
facilities
 Train the staff in the
facilities and processes
 Test that the conference
facilities function as they
are intended to
 Inspect that the facilities
conform to regulations
Guidance for the
development of capabilities
for transitioning new and
changed services into
operations
 Plan and prepare
 Build and test
 Testing and pilots
 Transfer, deploy,
retire
 Review and close
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What does Service Operation cover?
Examples:
 Host and facilitate
conferences
 Monitor and manage the
air condition of the
conference facilities
 Clean and maintain the
 Measure and report the
satisfaction of the
conference delegates
 Train new staff
Guidance on achieving
effectiveness and
efficiency in the delivery
and support of services
 Monitor and control
 Manage activities
 Generate metrics
 Provide reports
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What does Continual Service Improvement cover?
Examples:
 Improve the booking
process
 Improve the training
program for new staff
members
 Renovate conference
facilities after a couple
of years
Guidance on creating and
maintaining value for
customers through
improved design,
introduction, and operation
of services
 Plan
 Do
 Check
 Act
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Do
CheckAct
Plan
What does Continual Service Improvement cover?
W. Edwards Deming’s quality circle
MaturityLevel
Time Scale
Consolidation of the
level reached
(Baseline)
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SLM
Live operation
Operation
The full service lifecycle
SAC: Service Acceptance Criteria
SLR: Service Level Requirement
SLA: Service Level Agreement
SLM: Service Level Management
SDP: Service Design Package
Document & agree
business
Requirements
(Strategy & Design)
Design
service
solution
(Design)
Develop
service
solution
(Design)
Build
service
solution
(Transition)
Test
service
solution
(Transition)
Strategy
Design Transition
Transition & Operation Involvement
Improvement
Business
Require-
ments
Business
Require-
ments
Business
Require-
ments
Business
Require-
ments
Project (Project Team)
Design and development Pilot
SAC SAC SAC SAC
✓
SAC SAC
✓
SLR SLR SLR SLR SLR SLA
pilot
SLA
live
Change Management
SDP
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The full service lifecycle – seen from Transition
Continual Service Improvement
Change Management
RFC1 RFC2 RFC3 RFC4 RFC5 RFC6
Service Asset and Configuration Management
BL BL BL BL BL BL
Knowledge Management
Service Transition Planning and Support
Oversee management of organisation and stakeholder change
Evaluation of a Change or Service
Service Validation and Testing
Service
Strategy
Service
Design
Plan &
prepare
release
Build
and
test
Service
testing
& pilots
Plan &
prepare
deploy-
ment
Transfer,
deploy
retire
Review
& close
service
transition
Service
Opera-
tion
Early Life SupportRelease and Deployment Management
E1 E2 E3
BL
RFC
BL
E Evaluation
point
Baseline
Request
for
Change
Transition
processes
Transition
support
processes
Other
ITIL core
publication
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Did we get it?
 Which lifecycle stages does ITIL® define?
 What are the main characteristics of each of the lifecycle
stages?
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What do we mean by roles and functions?
Examples:
 Hotel Manager
 Receptionist
 Chef
 Waiter
Organization
IT Service
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Examples:
 Concierge
 Reception desk
 Kitchen
Role
 A set of responsibilities,
activities and
authorities granted to a
person or team.
 A role is defined in a
process.
Function
 Organizational unit
specialised to perform
a certain type of work
 Responsible for
specific outcomes
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What is a Service Owner?
 The Service Owner is accountable for a specific service
within an organization regardless of where the
underpinning technology components, processes or
professional capabilities reside
 Responsibilities:
 Understand and own a specified service
 Act as prime Customer contact
 Ensure that the Service meets agreed requirements
 Improve the Service
 Service Review
Organization
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What is a Process Owner?
 A Process Owner is accountable for ensuring that her
process is being performed according to the agreed
and documented process and is meeting the aims of
the process definition
 Responsibilities:
 Defining the Process strategy
 Process design and documentation
 Defining Key Performance Indicators (KPIs)
 Improving the effectiveness and efficiency of the process
 Ensure resources and training of staff
Organization
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Does ITIL® define other roles?
Examples:
 Account Manager
 Contract Manager
 Security Manager
 Purchasing Manager
 Project Director
 Hotel Manager on duty
 Reception Manager
ITIL® roles:
 Business Relationship
Manager
 Service Level
Manager
 Security Manager
 Supplier Manager
 Service Transition
Manager
 Change Manager
 Incident Manager
 . . . and more than 40
additional roles
Organization
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Process
Process
Process
Serviceline
Serviceline
Serviceline
Process
Owner
Process
Owner
Process
Owner
Customer Customer
Account
Manager
Supplier Relationship
Manager
Account
Manager
BRM
Service
Portfolio
Manager
Service
Catalogue
Manager
Service
Owner
Customer
Service
Owner
Service
Owner
Service
Solution
Architect
Business
IT
BRM
Service
Level
Manager
Supplier Supplier
Organization
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Process
Process
Process
Serviceline
Serviceline
Serviceline
Process
Owner
Process
Owner
Process
Owner
Service
Owner
BRM
Supplier Relationship
Manager
Service
Portfolio
Manager
Service
Catalogue
Manager
Service
Manager
Service
Owner
Service
Manager
Service
Owner
Service
Solution
Architect
Business
IT Service
Level
Manager
Supplier Supplier
Organization
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Which functions does ITIL® describe?
ITIL® functions:
 Service Desk
 Technical
Management
 IT Operations
Management
 Operations Control
 Facilities
Management
 Application
Management
Organization
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What is a Service Desk?
Examples:
 The hotel reception is a
single point of contact
for the guests
Central point of contact
between the users and IT.
 The objective is to
restore the ‘normal
service’ to the users
as quickly as possible
Organization
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Functions – Service Desk
Organizational structures
 Local Service Desk
 Centralized Service Desk
 Virtual Service Desk
 Follow-the-Sun
Organization
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Local Service Desk
User
Technical
Management
Service Desk
Application
Management
IT
Operations
Management
3rd Party
Support
Request
Fulfillment
UserUser User
Organization
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Centralized Service Desk
Technical
Management
Service Desk
Application
Management
IT Operations
Management
3rd Party
Support
Request
Fulfillment
Second Line Support
Customer Site 1 Customer Site 2 Customer Site 3
Organization
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59
Virtual Service Desk
Service Desk
Service
Knowledge
Management
System
San Francisco
Service Desk
Copenhagen
Service Desk
Sydney
Service Desk
London
Service Desk
Paris
Service Desk
Beijing
Service Desk
Organization
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60
Metrics
 Customer/User satisfaction
 First-line resolution rate
 Average time to resolve an incident
 Average time to escalate an incident
 Average Service Desk cost of handling an incident
Organization
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
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Scheme
Implementation

61
Did we get it?
 Explain the main difference between a role and a function
according to ITIL®
 Identify and describe some roles and functions defined by
ITIL®
Organization
© 2018
IT Service
Management
ITIL®
Organization
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Knowledge
People
Tools &
Technology
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Implementation

63
What is a process?
A process
 is a set of coordinated activities combining and
implementing resources and capabilities in order to
produce an outcome which, directly or indirectly,
creates value for an external customer or stakeholder.
 takes one or more inputs and turns them into defined
outputs.
 includes all of the roles, responsibilities, tools and
management controls required to reliably deliver the
outputs.
Processes
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation
© 2018

64
Process
What is a process?
?
Activity
Activity
Activity
Input Output
Input Output
Input Output
Data,
information and
knowledge
Desired
outcome
Suppliers Customer
Feedback
Trigger
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

65
What does ITIL® include in a process?
 Purpose, goal and objectives
 Scope
 Value to the business
 Policies, principles and basic concepts
 Process activities, methods and techniques
 Triggers, inputs, outputs and interfaces
 Key Performance Indicators (KPIs)
 Information Management
 Challenges, Critical Success Factors and risks
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

66
Which processes does ITIL® describe?
Examples:
 Define and maintain the
strategy for the hotel
 Financial management
Service Strategy
 Strategy management
for IT services
 Service portfolio
management
 Financial management
for IT services
 Demand management
 Business relationship
management
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

67
Example:
 Define a business case
for expanding the
 Analyze and prioritize
different options
 Obtain funding and
approval of building a
new wing to the hotel
 Allocate resources
 Communicate to
stakeholders
Example: Service portfolio
management
Processes
Define
Approve
Charter
Analyze
Service
Strategy
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

68
Examples:
 Create and maintain a
catalogue of the hotel
services
 Management of capacity
and availability
 Management of guest
security
Service Design
 Design coordination
 Service catalogue
management
 Service level
management
 Availability
management
 Capacity management
 IT service continuity
management
 Information security
management
 Supplier management
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

69
Example:
 In the contract between
a travel agency and the
hotel, the following
warranty levels are
agreed:
 Restaurant opening
hours:
Breakfast: 07 – 10
Lunch: 11 – 14
Dinner: 17 – 22
 Room service:
24 hours a day
 Delivery time: Max. 15
minutes from ordering
to serving
Example: Service Level
Management
Processes
Make and enter
agreements
Monitor and
report
Instigate
improvements
Review & revise
agreements
Measure and
improve
satisfaction
Conduct
service reviews
Assist with Service
Catalogue
Agree
requirements
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

70
Processes – Service level management
Objectives
 To ensure that a defined, documented and agreed
level of IT service is provided for all current IT
services and that future services are delivered to
specific, measurable and agreed achievable targets
 To take proactive measures to seek and implement
improvements to the level of service delivered
 To provide and improve the relationship and
communication with the business and customers
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

71
Scope
 Point of regular contact and communication to the
customers and business managers of an organization
 Use of existing services and the potential future
requirements for new or changed services
 Establish and maintain SLAs for all current live
services and manage the level of service provided to
meet the targets and quality measurements contained
within the SLAs
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

72
Basic Concepts
 Service Level Agreement (SLA)
 Operational Level Agreement (OLA)
 Underpinning Contract (UC)
 Service Provider
 Customer
 User
 Supplier
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

73
Process Activities
 Determine, document and agree requirements for new
services in SLRs and make SLAs
 Monitor and report service performance against SLAs
 Collate, measure and improve customer satisfaction
 Conduct service reviews and instigate improvements
within an overall SIP
 Review and revise SLAs and underpinning agreements
 Develop relationships and manage complaints
 Assist with the Service Catalogue and maintain
document templates
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

74
Key Metrics
 The number or percentage of service targets being
met
 The number and severity of service breaches
 The number of services with up to date SLAs
 The number of service with timely reports and active
service reviews
 Improvements in customer satisfaction
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

75
Assignment
 Draft a SLA for an IT-service e.g.
 Messaging (e-mail, chat)
 File services (X drive)
 Print services (printing from a pc to a printer)
 CRM
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

76
Examples:
 Manage and approve
changes to the
 Maintain a repository of
important assets owned
by the hotel
 Test of a new swimming
pool
Service Transition
 Transition planning
and support
 Change management
 Service asset and
configuration
management
 Release and
deployment
management
 Service validation and
testing
 Change evaluation
 Knowledge
management
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

77
Example:
 A travel agency
requests a new service:
”Internet connection”
 The request is
evaluated by the hotel
(Is it profitable; what
technical solutions…)
 The service is
implemented
 Was it a success?
Example: Change
management
Processes
Record the
change request
Review change
Plan updates
Coordinate
implementation
Assess the
change
Authorize
change
Review and
close change
Request a
change
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

78
Processes – Change management
Objectives
 To respond to the customer’s changing business
requirements whilst maximizing value and reducing
incidents, disruption and re-work
 To respond to the business for change that will align
the services with the business needs
 To ensure that changes are recorded, evaluated,
authorized, prioritized, planned, tested, implemented,
documented and reviewed in a controlled manner
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

79
Scope
 Changes to baselined service assets and
configuration items across the full Service Life Cycle
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

80
Basic Concepts
 Service Change. The addition, modification or removal
of authorized, planned or supported service or service
component and its associated documentation
 Normal Change
 Standard Change. Pre-authorized by change
management and has an accepted and established
procedure to provide a specific change requirement
 Emergency Change. Intended to repair an error in an IT
service that is negatively impacting the business to a
high degree
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

81
Basic Concepts – The seven Rs
 Who RAISED the change?
 What is the REASON for the change?
 What is the RETURN required from the change?
 What are the RISKS involved in the change?
 What resources are REQUIRED to deliver the change?
 Who is RESPONSIBLE for the build, test and
implementation of the change?
 What is the RELATIONSHIP between this change and
other changes?
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

82
Key Metrics
 The number of changes implemented to services
which met the agreed requirements
 Change success rate
 Reduction in the number of disruptions to services
caused by inaccurate impact assessment
 Reduction in the number of unplanned changes
 Reduction in the backlog of change requests
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

83
Assignment
 Propose a Change and Release Management policy
for your organization
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

84
Examples:
 Manage requests from
the guests
 Reissue card-keys when
a guest has lost it
 Investigate problems
and eliminate the root
causes
Service Operation
 Event Management
 Incident Management
 Request Fulfillment
 Problem Management
 Access Management
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

85
Examples:
 The hotel has allocated
the same room for two
guests by accident and
no rooms are available
 A guest complains about
noise
 The lights are out in the
lobby
 The restaurant is out of
milk because of a strike
in the country
Example: Incident
management
Processes
Log incident
Categorize
incident
Escalate
incident
Investigate and
diagnose
Prioritize
incident
Initial diagnose
of incident
Resolve and
recover
Identify
incident
Close incident
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

86
Processes – Incident management
Objectives
 To restore normal service operation as quickly as
possible and minimise the adverse impact on
business operations
 To ensure that the best possible levels of service
quality and availability are maintained
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

87
Scope
 Any event which disrupts, or which could disrupt, a
service
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

88
Basic Concepts
 Incident. An unplanned interruption to an IT service or
reduction in the quality of an IT service
 Service Request. A request from a User for information,
or advice, or for a Standard Change or for access to an
IT Service.
 Workaround. Reducing or eliminating the impact of an
incident or problem for which a full resolution is not yet
available
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

89
Impact
Urgency
Priority Target Resolution Time
Priority
Resolution time
High Medium Low
High
1
< 1 hour
2
< 8 hours
3
< 24 hours
Medium
2
< 8 hours
3
< 24 hours
4
< 48 hours
Low
3
< 24 hours
4
< 48 hours
5
planned
Impact
Urgency
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

90
Basic Concepts
 Timescales. Overall incident response and resolution
targets
 Incident Model. A way of predefining the steps that
should be taken to handle a process for dealing with a
particular type of incident in an agreed way
 Major Incident. A definition of what constitutes a major
incident must be agreed
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

91
Key Metrics
 Total numbers of Incidents
 Breakdown of incidents at each stage
 Incident backlog
 Number and percentage of major incidents
 Percentage of Incidents handled within agreed
response time
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

92
Examples:
 The same complaints
are raised over and over
 People got ill in the
restaurant but the root
cause is unknown
Example: Problem
management
Processes
Log problem
Categorize
problem
Raise Known
Error record
Resolve
problem
Prioritize
problem
Investigate and
diagnose
Close problem
Detect
problem
Review major
problem
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

93
Processes – Problem management
Objectives
 To prevent Problems and resulting Incidents from
happening, and to eliminate recurring Incidents
 To minimise the impact of Incidents that cannot be
prevented
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

94
Scope
 All activities required to diagnose the root cause of
incidents and to determine the resolution of those
problems
 Reactive and proactive problem activities
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

95
Basic Concepts
 Problem. The unknown cause of one or more Incidents
 Known Error. A Problem that has a documented root
cause and a workaround
 Resolution. Action taken to repair the root cause of an
Incident or problem, or to implement a workaround
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

96
Basic Concepts
 Known Error Data Base (KEDB). A database containing
all Known Error records. The Known Error database is
part of the Service Knowledge Management System
 Problem Model. To ensure quicker diagnosis, the
creation of a Problem Model for handling problems in
the future may be helpful
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

97
Key Metrics
 Total numbers of problems
 Number of repeat incidents for each IT service
 Percentage of incidents closed by the service desk
without reference to other levels of support
 Average incident resolution time for those incidents
linked to problem records
 Problem backlog
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

98
Examples:
 Measure the satisfaction
of the guests
 Continually improve the
services and processes
of the hotel
Continual Service
Improvement
 The seven-Step
Improvement Process
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

99
Identify:
Vision & Strategy
Tactical Goals
Operational Goals
5. Analyze the data
6. Present and use
the information
7. Implement
corrective action
1. Define what you
should measure
2. Define what you
can measure
3. Gather the data
4. Process the data
Processes
Example: The seven-step improvement process
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

100
Did we get it?
 According to ITIL®, what is a process?
 Which elements does ITIL® include in a process
definition?
Processes
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

102
How do we manage Service Knowledge?
Examples:
 Which services are the
most profitable to invest in:
Overnight stay, dining or
conference services?
 How should our sales
brochures and web pages
look?
Service Portfolio
 The complete set of
Services that are
managed by a service
provider.
 Supports management
of investments in all
services
Service Catalogue
 The only part of the
Service Portfolio
published to customers
 Supports the sale and
delivery of services.
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation
Knowledge
© 2018

103
How do we manage Service Knowledge?
Examples:
 How do we agree on the
service level of a stay at
the hotel?
 How do we register assets
such as rooms, beds and
restaurant tables and their
impact on the services and
the guests?
Service Level Agreement
 An agreement between
an IT Service Provider
and a Customer.
 Documents service
level targets
Configuration Management
System
 A set of tools and
databases that are
used to manage an IT
Service Provider's
Configuration data.
Knowledge
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

104
What is the purpose of a Service Portfolio?
Examples:
 What value does an
overnight stay at our hotel
provide to the guest
compared to comparative
hotels?
 Which supporting services,
resources and capabilities
are needed to provide our
conference service?
 What risks are associated
with our dining services?
A Service Portfolio clarifies:
 Why a customer should
buy these services?
 Why they should buy
these services from us?
 What the pricing or
chargeback models
are?
 What our strengths,
weaknesses, priorities
and risks are?
 How our resources and
capabilities should be
allocated?
Knowledge
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

105
How are the Portfolio and Catalogue interrelated?
Customer
viewable
section of
the Service
Portfolio
Service Knowledge Management System
Service Portfolio
Service Status
Requirements
Defined
Analyzed
Approved
Chartered
Designed
Developed
Built
Tested
Released
Operational
Retired
Service
Pipeline
Service
Catalogue
Retired Services
Knowledge
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

Service management architecture
106
Retired services
Live services
Pipeline services
Market A
Service
Catalogue
Core service
Core service
Enhancing service
Enabling service
Service
Portfolio
Enabling service
Service
Level
Agreement
Service
Package
Enhancing service
Core
service
Supporting
service
+
Service
level
package
+
Service
Package
Core
service
Service
Package
+
Service
level
package
+
Service
Level
Agreement
Customer 1
Service
Catalogue
Service
Level
Agreement
Knowledge
© 2018

107
Service Portfolio Options
 Retain – aligned with and relevant to the
organization’s strategy
 Replace – unclear and overlapping business
functionality
 Rationalize – composed of multiple releases of the
same CI’s
 Redesign – display fuzzy process or system
boundaries
 Renew – meet functional fitness criteria, but fail
technical fitness
 Retire – do not meet minimum levels of technical and
functional fitness
Knowledge
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

108
Example attributes of a Service Portfolio
 Service ID
 Service Name
Service Description
 Service Type
 Service Status
 Value Proposition
 Outcome
 Perceptions
 Preferences
 Business cases (ROI)
 Service Risks
 Offerings and
packages
 Pricing and charge
back
 Cost (Resources
engaged)
 Strategy (Retain,
Replace, Rationalize,
Refactor, Renew,
Retire)
Knowledge
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

109
Example attributes of a Service Portfolio
 Supported business
processes
 Policies
 Supporting Services
 Business Owner(s)
 Business Unit(s)
 Service Delivery
Manager(s)
 Business Contacts
 Escalation Contacts
 Suppliers
 Business Impact
 Business Priority
(Critical, high, medium,
low, none) (e.g. Public x
Users x Dept. criticality x
revenue x product/legal)
 SLA
 Service Hours
 Ordering and request
procedures and
conditions
 Service Reports
 Service Reviews
 Security Rating
Knowledge
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

110
Assignment
 Define a service entry in the Service Portfolio for an
IT Service in your organization
 Identify and justify the attributes needed to describe
the service entry
 For each attribute state the
 Format
 Valid values (if relevant)
 Relationships (related to attributes of other services)
 Mandatory / optional
 Source
 Maintenance (source and responsible)
 Audit / verification (source and responsible)
Knowledge
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation
© 2018

111111
How do we manage Service Levels?
Customer
Service Provider
(SLA)
Operational Level Agreement
(OLA)
Underpinning Contract
(UC)
Customer
Internal Support Team External Supplier
(SLA)
Knowledge
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

112112
How do we manage Service Levels?
Knowledge
© 2018
Availability
•Service Availability
•Service Reliability
•Service Performance
•Batch turn-around times
•Service Support
Capacity
• Capacity
Security
• IT Security Management
• Compliance
• Access to the service
Continuity
• Backup
• Restore
• Releases
Warranty
Agreed Service Time
• Service hours
• Service provider maintenance windows
• Support hours
• Back up windows
• Customer maintenance windows
Compliance
Usability
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

113
How do we manage the configuration?
Logical Configuration Model
Supported by Hosted UsesBooking
System
Booking
support
service
Technical
service
Infrastructure
service
Conference
Service
Contract
Customer
Service level
package
Service
portfolio
Availability
User
experience
Business
logic
Projector
Video
Conferen-
cing
Wireless
Access
Rooms
Chairs and
Tables
Toilets
Knowledge
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114
How do we manage configuration data?
Information Integration Layer
Configuration Management System (CMS)
Presentation Layer (views)
(Search, Browse, Store, Retrieve, Update, Publish, Subscribe, Collaborate)
Knowledge Processing Layer
(Query & Analysis, Reporting, Performance Management, Modeling, Monitoring)
Integrated Asset and Configuration Management
Data and Information Sources
Change Data
Documents
CMDB 1
CMDB 2
DML A
DML B
CMDB:
Configuration
Management
Data Base
DML:
Definitive Media
Library
Discovery data
Release data
Knowledge
© 2018

115
How does service knowledge emerge?
Data
Information
Knowledge
Wisdom
Who, what,
when, where?
How?
Why?
Understanding
Context
Knowledge
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation
© 2018

116
How do we manage service knowledge?
Service Knowledge Management System (SKMS)
- Knowledge -
Configuration Management Databases
- Data -
Configuration Management System (CMS)
- Information -
Decisions
- Wisdom -
Knowledge
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation
© 2018

117
Did we get it?
 What is the purpose of
 the Service Portfolio?
 the Service Catalogue(s)?
 the Service Level Agreements?
 What are the relationships between the Service Portfolio,
Service Catalogue(s) and Service Level Agreements ?
Knowledge
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

119
How do we manage people?
Examples:
 How many staff members
do we need during the
night? In the weekend?
 How do we deal with
check-out workload in the
morning?
 What skills does a
receptionist need?
 How do we train new
waiters?
 How do we keep our good
people?
Staffing Considerations
 Staffing Levels
 Skill Levels
 Training
 Staff Retention
 Super Users
People
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation
© 2018

120
Why is organizational change essential?
Examples:
 As part of the introduction
of the new conference
service the booking
process is changed
 Likewise the organization
is changed and a
conference team is formed
 With the introduction of
conference services a new
customer segment and its
understanding of value has
to be understood by the
staff
Organizational Change
 Service Management’s
basic role is to design,
implement and operate
new or changed
services, effectively
making the
organization different
than it was before
 Without change,
progress does not
happen
People
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

121
Why don’t we see the need for change?
Complacency
Absence of a
major and
visible crisis
Too many visible
resources
Low overall
performance
standards
Narrow functional
goals
Wrong performance
indexes
Lack of sufficient
external
performance feedback
A kill-the-messenger-
of-bad-news culture
Denial if people are
busy or stressed
Too much happy
talk
John P. Kotter, HBR march/april 1995
People
© 2018

122
What are the ingredients of organizational change?
Examples:
 The personnel of the hotel
must see the need for the
change in attitude and
habits when introducing the
conference service
 They need to see the “big
picture” of the new service
 A plan for how to introduce
the new service must be
crafted and maintained
 The necessary resources
and conference
competences must be
provided
Five basic ingredients of
organizational change:
 Necessity
 Vision
 Plan
 Resources
 Competence
People
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

123
How do people react to organizational change?
The emotional cycle of organizational change
Time
Performance
shock
avoidance
external
blame
self
blame
acceptance
optimum
performance
People
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

124
How do we manage organizational change?
Examples:
 Be honest to the personnel
about the threats to the
hotel
 Put together a group of
people with enough power
to lead the change
 “Paint” the picture of the
future hotel with its brand
new conference services
and facilities
 Use every vehicle possible
to constantly communicate
the new vision
Eight steps of creating
organizational change :
1. Establishing a sense
of urgency
2. Forming a powerful
guiding coalition
3. Creating a vision
4. Communicating the
vision
People
John P. Kotter, HBR march/april 1995
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

125
How do we manage organizational change?
Examples:
 Get rid of obstacles and
change the systems and
structures of the hotel that
undermine the change
 Be ready to arrange small
successful conferences as
soon as possible
 Hire, promote and develop
the people who can
implement the conference
services
 Ensure that new habits are
anchored in the teams and
bad habits are eliminated
Eight steps of creating
organizational change :
5. Empowering others to
act on the vision
6. Planning for and
creating short-term
wins
7. Consolidating
improvements and
producing more
change
8. Institutionalizing the
change
People
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

126
What can we do to change the organization?
Examples:
 Train staff in the use of the
conference technologies
 Involve the staff in the
design of the new
conference service
 Coach the reception in how
to handle conference
guests
 Make agreements on
changed working hours
 Be consequent to staff
members who will not
collaborate
Organizational change
strategies
 Education and
commitment
 Participation and
involvement
 Facilitation and support
 Negotiation and
agreement
 Manipulation and co-
option
 Explicit and implicit
coercion
People
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

127
How do we communicate change?
Example:
Communication plan:
 Message: “We need to
implement new processes
and understand the needs
of conference delegates”
 Audience: Staff members
and suppliers
 Timing: Weekly
communication
 Method: Team meetings
and coaching
 Feedback: Anonymous in a
box behind the reception
Communication strategy
and plan:
 Who is the messenger?
 What is the message?
 Who is the target
audience?
 Timing and frequency
of communication
 Method of
communication
 Provide a feedback
mechanism
People
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

128
Did we get it?
 What should you consider
 when staffing a Service Desk?
 when introducing a major organizational change
such as new or changed IT Service Management
practices?
People
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

130
How can tools support Service Management?
Toolsandtechnology
Technology
Customer
Service
Provider
Technology-Free
Technology
Customer
Service
Provider
Technology-Assisted
Technology
Customer
Service
Provider
Technology-Facilitated
Technology
Customer
Service
Provider
Technology-Mediated
Technology
Customer
Service
Provider
Technology-Generated
(Self-Service)
© 2018

131
Which types of tools are useful?
Examples:
 The bell
 Internet booking
 Asset register
 Invoicing system
 Report on monthly
occupancy rates
 Customer satisfaction
survey system
IT Service Management
suites
 Workflow management
 Portfolio and contract
management
 Integrated configuration
management
 Self-service
Administrative and analytical
tools
 Analysis, simulation
and modeling
 Reporting and
dashboard
Toolsandtechnology
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation
© 2018

132
Examples:
 Heat monitoring system
 Automated control of
curtains due to sunshine
 Inter-TV system
 Video monitoring of
luggage room
 Security log
IT Infrastructure
Management tools
 Monitoring
 Event logging and
management
 Diagnostic utilities
 Job scheduling
 Automation
 Discovery
 Remote control
 Security control
Toolsandtechnology
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

133
Examples:
 Release management of
the restaurant menu
 Test tools to manage test
requirements,
specifications and results
of test of new conference
equipment
Software and Application
Management tools
 Release management
and version control
 Test and validation
management
 Deployment
management
 License management
Toolsandtechnology
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

134
What should you consider?
 Choose scalable solutions (number of processes,
number of users, transaction volumes etc.)
 Choose tools that can be integrated – even though
you don’t plan to integrate them now
 Focus on supporting or automating key activities of
the processes
 Automate simple activities like Service requests and
Standard changes first
 Use as much “out-of-the box” functionality as possible
 Only pay for the modules or parts of the tools that you
actually use
Toolsandtechnology
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

135
Did we get it?
 What kind of tools and technologies support the practices
of each of the ITIL® lifecycle stages?
 What should you consider when underpinning your IT
Service Management processes with tools and
technology?
Toolsandtechnology
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

The ITIL® Qualification Scheme
ITIL Foundation
PPOOSA
Capability modules
RCV SOASS SD ST SO CSI
Lifecycle modules
Managing Across the Lifecycle
ITIL Expert
ITIL
Master
OSA: Operational Support & Analysis
PPO: Planning, Protection & Optimization
RCV: Release, Control & Validation
SOA: Service Offerings & Agreements
ITILQualificationscheme
137 © 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

139
Implementation approaches
 Design
 Belief: Service provision capabilities can be designed,
implemented and managed
 The role of ITIL®: An ideal model for service management
 Kaizen
 Belief: Service provision can be managed and improved
through continuous incremental improvement cycles
 The role of ITIL®: A set of best practices used as inspiration
 Emergence
 Belief: Service provision can not really be managed – it
emerges over time through complex responsive processes
 The role of ITIL®: Narrative or propositional themes that
organize experience – a myth, ideology or the like
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation
Implementation
© 2018

140
Implementation – the cynefin framework
Implementation
http://youtu.be/Miwb92eZaJg
David Snowden, 2002, 2007, 2014
Disorder_
Complex
Probe
Sense
Respond
Emergent Practice _
Complicated
Sense
Analyze
Respond
Good Practice
Chaotic
Act
Sense
Respond
Novel Practice
Simple/obvious
Sense
Categorize
Respond
Best Practice
Complacency
© 2018
IT Service
Management
ITIL®
Organization
Processes
Knowledge
People
Tools &
Technology
Qualification
Scheme
Implementation

Contact
142
Christian F. Nissen
cfn@cfnconsult.dk
+45 40 19 41 45
CFN Consult ApS
Linde Allé 1
DK-2600 Glostrup
CVR: 39 36 47 86
© 2018

Introduction to ITIL 2011 and IT service management

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