24 Maio Reitoria – UNL
The Future of IT service ser vice Management Management (Best practice and standards)
Colin Rudd FISM, FBCS, CITP, CEng, FIITT
IT Enterpr Enterprise ise Management Service Ltd. ITIL lead author and mentor Vice Chair itSMF UK
[email protected]
Agenda •
ITIL® – the books
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ISO the standard
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Industry practice
Introduction •
ITIL® V3 was published in June 2007
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Users from around the world provided feedback for the ITIL® programme of continual improvement
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Over 500 issues relating to the core publications were raised in the Change Control Log
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Following analysis of these, together with views transmitted back to OGC, TSO and APMG from trainers and users, the ITIL® Change Advisory Board (CAB) and OGC have agreed that the effectiveness and usefulness of ITIL® would be improved by providing an updated Version 3.
The ITIL Update
The ITIL® Update project will update content to make the guidance more usable The project will not produce a new version of ITIL®, but rather the next edition, as part of the normal OGC cyclical update process With a new edition, the framework itself remains largely unchanged
The ITIL® Update – what is in scope? •
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In scope: •
Clarifying concepts, roles & responsibilities
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Ensuring consistent presentation of processes
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Standardize glossary definitions & their use in text
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Improve accessibility of Service Strategy
Out of scope: •
Any changes that would invalidate current use of ITIL®, either in adoption or certification
The ITIL Update – some of the changes •
Role descriptions
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Examples
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Improved and reorganized Metrics (CSFs And KPIs)
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Examples based on current trends
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Updated glossary
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Consistent book chapter structure
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Lifecycle inputs and outputs
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More process flow or activity diagrams
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Enhanced function descriptions
Public Quality Reviews In August/September 2010 - the first public review of the updated publications took place. –
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93% of reviewers agreed that the project is within scope 96% of respondents did not think that the changes would invalidate the current use of ITIL, indicating, as hoped, that the improvements made have been for clarity and consistency. 100% of respondents agreed that the publications are easier to use than the previous edition.
In December 2010/January 2011 – the second public review took place: –
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“The updated ITIL publications are an astounding improvement… they give the reader a much clearer appreciation of the processes and stages of the ITIL lifecycle.” Ryan Fraser, HP “Strategy is now so much more accessible. It flows, it links and it is now joined to the other stages of the lifecycle so much more effectively”. Helen Sussex, Logica
Communicating Changes •
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A ‘Summary of changes’ will be free to download upon publication, informing the community of the changes that have been made. This will not be possible for Service Strategy because of the nature of the update to this title. Instead, a different briefing document will be made available.
The updated core text will be available to everyone with an active online subscription, at no additional cost. Main translations targeted to be available six months after the English versions
Further Information •
Further information is available at: www.best-management-practice.com –
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To see the ITIL Change control log, see www.best-management-practice.com/ChangeLog/ –
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To keep up-to-date with all developments, simply register for the ITIL Elert Service at www.best-management-practice.com/ITILRegister The scope and FAQ’s: http://www.best-managementpractice.com/Knowledge-Centre/News/ITIL-News/.
Chinese, Danish, Dutch, French, German, Japanese, Portuguese, Spanish and Swedish Scope and FAQs: http://www.best-managementpractice.com/Knowledge-Centre/News/ITIL-News/?DI=625942
ITIL qualifications •
No change to the structure of the scheme
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Manager’s bridge finishes June 2011
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ITIL® Master: enters Beta pilot
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All other ITIL® V3 qualifications will be updated to reflect new content. Minimal change but updated syllabus and exam papers should be available later this year
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Standards – ISO/IEC 20000
Now consists of five parts: –
ISO/IEC 20000-1: 2005: Service Management specification
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ISO/IEC 20000-2: 2005 : Code of Practice for Service Mgmt
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ISO/IEC 20000-3: Guidance on scope definition and applicability of ISO/IEC 20000-1 ISO/IEC 20000-4: Process reference model ISO/IEC 20000-5: Exemplar implementation plan for ISO/IEC 20000-1:
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Standards – ISO/IEC 20000
Future developments: –
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ISO/IEC 20000-1: 2011: Service management system requirements (April 2011) ISO/IEC 20000-2: Guidance on the application of service management systems (six months?)
Management responsibility Establish the SMS Governance of processes Documentation management Resource management
Service management system
Design & transition of new or changed services Service Delivery Processes Capacity Management Service Continuity & Availability Management
Service Level Management Service Reporting
Control Processes
Information Security Management Budgeting & Accounting for services
Configuration Management Change Management Release & deployment management
Resolution Processes
Relationship Processes
Incident & Service Request Management Problem Management
Business Relationship Management Supplier Management
ISO/IEC 20000 certification •
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The itSMF UK scheme is now operated by APMG There are over 40 RCB organisations operating within the scheme There are over 600 organisations certified
ISO/IEC 20000 qualifications •
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The itSMF UK scheme is also now operated by APMG, with three qualifications: –
Foundation
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Auditor
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Practitioner
These qualifications are currently being updated to reflect the contents of the revised Part 1 of the ISO/IEC 20000 document
Practice - Today •
Most organisations focus on the: –
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Operations, Transition and Improvement stages of the lifecycle The processes The functions
Over 600 organisations from 50 countries have achieved certification against the ISO/IEC 20000 standard
Practice – Short term •
Organisations will in the future: –
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Rationalise and consolidate the Operation and Transition activities
Start to move to the earlier stages of the service lifecycle, more emphasis on Service Strategy and Design
Practice – Longer term •
Moves towards: –
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An emphasis more on Service Management and Business Service Management rather than IT Service Management Increased focus on service value and value management
Achieve business integration •
Organisations will try to: –
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Gain greater business involvement and achieve true business integration with ‘business ownership’ and the use of true ‘business metrics’ Move into other areas of service management: •
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Culture, relationships, organisation
Focus more on ‘value management’
Adapt to processes to meet the challenges of new technology e.g. managing ‘the cloud’
Other areas of service management VISION AND GOVERNANCE 5,0 4,5 4,0 3,5
ORGANISATION, COMMUNICATION & RELATIONSHIPS
STRATEGY AND STEERING
3,0 2,5 2,0
1,5
2,5
1,5
1,5
1,0 0,5 0,0
1,5
CULTURE, SERVICE AND ATTITUDE
3,5
2,5
3,5
PRODUCTS AND TECHNOLOGY
PEOPLE
PROCESSES
Value management and the service lifecycle The Business Business Process Change
Business Requirements & Feasibility
Business Process Development
Business Process Implementation
IT Service Requirement
Business value delivered from the service
Requirements / Initiatives
The Service Portfolio Requirements Defined / documented Analysed /designed Approved Service Pipeline
Designed Developed Built Service Test Released Catalogue Operational
Business Analyst / Relationship Manager
Project Manager
The IT Service lifecycle
Service Owner
Business Benefits Realisation
Other drivers •
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Cloud computing: particular focus on the areas of: –
Service performance, security and availability
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Data ownership
Leaner processes, with greater agility, less control and bureaucracy
Summary •
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Evolution rather than revolution – continual improvement Practice drives theory drives practice Greater focus on business integration, quality and value
The Future of IT service Management
Any questions ? i t SMF
Portugal – Lisbon May 2011
Colin Rudd FISM, FBCS, CITP, CEng, FIITT •
IT Enterprise Management Service Ltd.
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ITIL lead author and mentor
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Vice Chair itSMF UK
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[email protected]
