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2nd in a series of presentations at the Oklahoma Higher Education IT Summit on the use and value of ITIL in a higher education environment.
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STARTING AND EXTENDING ITIL
Chris J Jones, MSEd.
LearnPlanUse
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Starting & Extending
ITIL- A follow up from
Introduction to ITIL (COIT 2013)
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Extend
A Review…Last year at the 2013 COIT IT Summit: ITIL Introduction & Planning• Purpose of ITIL• Overview of ITIL• Processes & Lifecycles• PlanningAvailable at http://bit.ly/itil_coit
• IT exists to delivery value to our customers (internal & external)
• Value through services which convert capabilities & resources into “usability”
Purpose of IT
ITIL matters because better services = greater value for your organization
People
ProcessTechnology
IT Services Matter
ITIL Processes & Lifecycles
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FoundationsBuilding on a successful foundation:• Agreeing together
that this is what you are going to do
• Gather people who think outside the day-to-day
• Know key players & where they fit
Organizational
Vision
Stakeholders
(internal, external)
Process-thinkers
Govern-ance
Key Ingredients
Executive support
Champion(s) Training & Education
Realistic Expectations Endurance*
* NOT a “project” but a way of working
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“Services” DefinedStep #1 is always to figure out what it is you do to bring value to your customers:• Customer-facing terms• Meaningful groupings• Portfolio & Catalog• Foundation for any
process
Creating Process
INPUTS• Who/What
is needed
ACTIVITY• The steps
taken
OUTPUT• Results
(and new inputs)
Creating Process
Bottom-up communication
Top-down communication
• Often picking where to begin is one of the most difficult questions– Fairly common to
begin with Incident Mngt, but not a Service Desk “thing”
• Developing process is collaborative, iterative and much harder than you might think
Process example: Incident Management
Process example: Incident Management
Building BlocksYou will need new roles in your organization:
– New activities (process) require ownership, responsibility, emphasis, etc.
– RACI can help get you started
You may need new groups/teams in your organization
New teams may need new organizational structures to be successful
Organization
Teams
Roles
Changing CultureIn 2009, Dr. John Kotter (Harvard Business School) proposed 8 keys to leading change within an organization:
Urgency
Coalition
Vision
Buy-in
Empowering
Wins
Persistence
Culture
People3
Many people will not like all this structure:• Asking for new
behaviors• Defining process &
measuring compliance creates new accountability
• Need to find some personal benefit
“people first”
Measuring Success
“You can’t manage what you can’t measure…”
It is true, however, that you can manage it maturely when you start to measure…• Process execution
(incident, request, change)
• Financial accounting (service costing, service revenue)
REALLY?
Example Metrics
Example Metrics
Using ToolsUsually the first place people start…• Easy• Expedient,
and• Wrong!
Recommend:– Built for ITIL– Inherent
understanding of IT workflow and process, not just “tickets”
– Adapt, adopt, extend, invest
Tomorrow: Paige Duffey @ 11:15a“Using ServiceNow for ITSM”
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Process for PurposeThere is common hazard with taking ITIL too literally…
Use ITIL as a tool in your tool belt• It should serve you,
not the other way around
“ITIL says we should…”
Continual Improvement
Final lifecycle stage (strategy, design, transition, operations) is continual service (or process) improvement.• Service planning &
management are not a one-time thing
• Process, not a project– How do you make CSI
part of what you do vs a project?
Extending ToolsThere are a number of ways to add greater value or extend your tools…
AutomationCommunicationAction-ableSelf-service
Better RolesUse RACI to discuss, agree and execute on effective process is a good start.
Roles will evolve in the areas of:• Process• Functions• Leadership/Mngt/
Ownership
Questions & Discussion
Thank You
[email protected]@itcxvision
Christopher-j-jones.tumblr.com
This presentation will be available athttp://www.slideshare.net/ckckjones
