Itil & Pmbok

ITIL and the PMBOKDavid Pultorak

PresidentFox IT, LLC

PMI-ISSIG WebinarThursday May 20, 2004

©2004 Fox IT, LLC. All rights reserved. 2

What we will cover

Introduction to ITILWhy and how organizations are adopting ITILMapping ITIL to the PMBOKGetting started with ITIL


Polling Question 1: Where are you with ITIL?

We’ve just now heard of itWe’ve adopted the PMBOK, and are considering ITILWe’ve read the core ITIL booksWe’ve taken the self-assessment/read the pocket guideWe’ve taken some ITIL courses We’re implementing ITIL


ITIL is a Set of Books: the IT Infrastructure Library

Created by UK Office of Government Commerce (OGC)Published by The Stationery Office (TSO)Gives guidance on the provision of quality IT servicesEmbodies best practice for IT service qualityEncourages organizations to adapt and adopt ITIL

The

Business

The

Technology

Planning to Implement Service ManagementPlanning to Implement Service Management

Applications Management Management

TheTheBusinessBusiness

PerspectivePerspective

ICTICTInfraInfra--

structurestructureManagementManagement

SecurityManagement

ServiceSupport

ServiceDelivery


ITIL is a Set of Books: the IT Infrastructure Library (continued)

ITIL Service Support and Service Delivery► Service Desk, Incident, Problem, Change,

Configuration, Release, Service Level, Availability, Capacity, Financial, and Service Continuity Management

Security Management► Necessary supplement, as Service Delivery

refers to but does not include this contentitSMF ITIL Pocket Guide► Service Support and Delivery in capsule form

Planning to Implement Service Management► Covers ITIL benefits and how to achieve them


ITIL is a Set of Books: the IT Infrastructure Library (continued)

The Business Perspective► Covers Business Continuity Management,

Partnerships and Outsourcing, Surviving Change and Business Transformation

ICT Infrastructure Management► Covers Network Service, Operations,

Systems, and Local Processor Management, and Computer Installation and Acceptance

Applications Management► Covers the Software Development Lifecycle


The ITIL Service Support and Delivery Books

Service Desk functionIncident ManagementProblem ManagementChange ManagementRelease ManagementConfiguration Management

Capacity ManagementAvailability ManagementService Level ManagementFinancial Management for IT ServicesIT Service Continuity Management


What Makes ITIL Attractive to Organizations

Cost, pain of operationsNo comparable guidanceWorldwide standardBest Practice guidanceNon-proprietaryComprehensive

Consistent terminologyHygienicThe great equalizerThe networking principleThe promise of alignment


ConsultingServices

Training &Certification

Tools

Resources

User Group

Adopters

ITILPublications

An Entire Industry has Emerged Around ITIL


ITIL Adopters

70,000 IT professionals certified, 7,500 a year10,000+ companies worldwide► Boeing► Capital One► Procter and Gamble► US Army► Internal Revenue Service► Phillip MorrisHewlett-Packard, IBM, MicrosoftIT support package vendors


ITIL User Group: the itSMF

The IT Service Management ForumIndependent, member-run ITIL user forum, formed 1991Promotes exchange of information and experience to help IT Service Providers manage IT service deliveryGlobal organization, chapters in UK (1991), Netherlands (1993), Australia, South Africa, Belgium, Switzerland/ Austria/ Germany, France, Canada, and USA (1997)Seminars, regional groups and annual conference Corporate and personal membershipBi-monthly magazine – Service TalkWebsite – www.itsmf.com itSMF


ITIL-Related Resources

Web linksJob aidsService Management publicationsAssociations and conferencesWhitepapers and operations guidesEducation and consulting services,product information


ITIL-Related Tools

Vendors are including ITIL language and functionality in their products► See the ITIL Tooling Page for matrices of service,

application, and infrastructure management tools and their levels of ITIL “compliance”


ITIL Training and Certification

Deeper understanding of all ten ITIL® processes and the Service Desk Function. Foundation certificate is a prerequisite

Deep understanding of oneITIL® process. Foundation certificate is a prerequisite

Basic understanding of the ten ITIL® Service Delivery and Service Support processes and the Service Desk function

2-3 week training, 2x3-hour essay style exams

2-3 day training,2 hour essay style exam

2-3 day training,1 hour multiple choice exam

Masters

Practitioner

Foundation


ITIL-Related Consulting Services

Process assessmentsStrategic consulting Implementation consultingManaged servicesTechnology implementations


What we will cover

Introduction to ITIL►Why and how organizations are adopting ITIL

Mapping ITIL to the PMBOKGetting started with ITIL


Why IT Organizations are Adopting ITIL

Improve customer satisfaction* Motivate staff and increase productivity*More consistently implement changes**Reduce amount of time spent “firefighting”**Reduce repetitive problems**Produce more business-focused metrics**

* 2003 itSMF survey

** 2002 DMR survey


Why IT Organizations are Adopting ITIL*

Align organizations, suppliers, customers, technology Address specific process and people issuesTake cost out of the organizationIncrease efficiency, effectiveness, responsivenessSupport mission- and business-critical servicesSupport IT governance initiatives

© 2004 Fox IT, LLC. All rights reserved.

* Fox IT’s experience


What IT Organizations Are Doing With ITIL*

Tailoring a ready-made IT operations business modelAdopting common language, reference, and techniques Having better directed discussions, problem-solvingAssessing, designing, and improving processesCreating truly global processes

* Fox IT’s experience


Who Is Using ITIL – Real World Examples

CORPORATECORPORATEProcter & GambleProcter & Gamble

Capital OneCapital OneBoeingBoeing

British PetroleumBritish Petroleum

GOVERNMENTGOVERNMENTUS ArmyUS ArmyUS NavyUS Navy

IRSIRS

MAJOR SOFTWAREMAJOR SOFTWAREMicrosoftMicrosoft

HPHP

SUPPORT SOFTWARESUPPORT SOFTWARECACA

RemedyRemedyBMCBMC

……and 8,000 more certified professionals each yearand 8,000 more certified professionals each year


Real World Examples - North America

Procter & Gamble► Started 1999, $500M savings streamlined Help Desks ► Root cause analysis reduced Help Desk calls 10%Caterpillar► Applied ITIL to incident management for web services► From meeting target response time of 30 minutes 60-

70% of the time to over 90% of the timeOntario Justice Enterprise► Adopted in 1999 to manage growth, customer service► Intense pressure to provide more efficient services► Virtual service desk slash support costs by 40%


What we will cover

Introduction to ITILWhy and how organizations are adopting ITIL

►Mapping ITIL to the PMBOKGetting started with ITIL


ITIL = IT Service, PMBOK = Project Management

Project Management► “The application of knowledge, skills, tools, and

techniques to project activities in order to meet or exceed stakeholder needs and expectations”

► Focus is projects: “temporary endeavor undertaken to create a unique product or service” - PMBOK guide 2000

IT Service Management► Ensuring live IT services are, “matched to user and

business needs as they evolve”► Focus is operations: ongoing and repetitive Both provide, for their domain:► Body of Knowledge and code of best practice► Common framework for management practices► Common view of how management processes interact


ITIL and the PMBOK - Compared

Techniques► ITIL and the PMBOK share techniques and tools, and

each features tools useful in the other’s domain ► Both espouse tools and techniques created elsewhereCertification► Both have introductory and advanced certifications

(CAPM/Foundations, PMP/Managers)► ITIL includes intermediate (Practitioners) as well► PMI certifications have strong education/experience

requirements, unlike ITIL certifications


ITIL and the PMBOK - Similarities

Publication and revision► Both created and revised by international practitioners► Both had first elements published in late 80’sObjectives► Both aim at professionalizing their field► Both aim at addressing a pain point in organizations

“We don’t need the overhead/haven’t budgeted for project/service management; just do the work…”

► Both provide reference guidance, common language► Both are descriptive versus prescriptive or normative



Both generally accepted as Best PracticeBoth have grown to global acceptance, standardsBoth cover an emerging professionBoth feature education and certificationBoth recognize the key role of people and cultureBoth include many of the same elements, applied to different domains



Both are properly construed as hygienic disciplinesBoth are scalable and adaptableBoth emphasize knowing context, value of integration Both espouse the utility of a framework to organizeBoth focus on process, descriptive process specification Both have a user group


ITIL and the PMBOK - Differences

ITIL focus is IT, PMBOK applicable to any domain ► PM addresses any management domain that requires

management of temporary endeavorThe PMBOK emphasizes the individual professional, ITIL does notThe PMBOK has explicit Code of Ethics; ITIL does not► ITIL’s normative guidance is implied,

embedded, not explicitly codified assuch, although the spirit is there ITILemphasizes capability maturity, PMBOK does not


ITIL and the PMBOK Knowledge Areas

Generally, ITIL subordinates topics covered in knowledge areas under processes, The object of each operations, not projects

SubordinatedRiskNot covered; supplier management similarProcurementQuality approach and standardsQualitySubordinated; coverage in Planning to ImplementCommunicationsSubordinated; especially covered in Service DeskHuman ResourcesSubordinated; Incident, problem, Change, ReleaseTimeFinancial Management for IT ServicesCostSubordinatedScopeSubordinatedIntegration


ITIL and the PMBOK – Intersect points

ITIL implementation (Continuous Service Improvement Projects)Plans/project elements within each process► Capacity, Change, Configuration, Availability Management, etc.Project selectionChange Management► Project versus operational change control► CCB (Change Control Board) like

Change Advisory Board (CAB)Configuration Management► Project vs. operational configuration itemsRelease Management► Production Acceptance


ITIL and the PMBOK – Intersect points

Projects are conducted in Operations► Baseline projects (within the work of the organization)

Care and feeding of the infrastructureFor example, project to address backups going outside of allocated window, project to address the way disk space is cut on servers

► Support for strategic projects coming from development

Infrastructure capabilityApplicationsNow, services


What we will cover

Introduction to ITILWhy and how organizations are adopting ITILMapping ITIL to the PMBOK

►Getting started with ITIL


Getting Started With ITILBegin by understanding the ITIL industry

ConsultingServices

Training &Certification

Tools

Resources

User Group

Adopters

ITILPublications


Getting Started With ITILRead the ITIL publications

Other publications:Other publications:

itSMF ITIL Pocket GuideitSMF ITIL Pocket Guide ––ITIL Service Support and ITIL Service Support and Delivery in capsule form Delivery in capsule form

ITIL Security ManagementITIL Security Management ––Other ITIL publications refer to Other ITIL publications refer to it, rather than include, its it, rather than include, its guidanceguidance

Service Support

Service Delivery

Infrastructure Management

Application Management

Planning to Implement

The Business Perspective


Getting Started With ITIL Check out ITSM-related tools

Look for ITIL/ITSM language and functionality in vendor toolsSee the ITIL Tooling Page for matrices of service, application, and infrastructure management tools and their levels of ITIL “compliance”


Getting Started With ITILJoin the itSMF

IT Service Management ForumThe independent forum forITIL users since in 1991Promotes exchange of information and experience to help IT Service Providers manage IT service deliveryChapters around the world—USA, Europe, Africa, Australia, and AsiaGrowing number of US Local Interest Groups (LIGs)see www.itsmf.com

itSMF


Getting Started With ITILGet ITIL training and certification

Deeper understanding of all ten ITIL® processes and the Service Desk Function. Foundation certificate is a prerequisite

Deep understanding of oneITIL® process. Foundation certificate is a prerequisite

Basic understanding of the ten ITIL® Service Delivery and Service Support processes and the Service Desk function

2-3 week training, 2x3-hour essay style exams

2-3 day training,2 hour essay style exam

2-3 day training,1 hour multiple choice exam

Masters

Practitioner

Foundation


Getting Started With ITILCheck out ITSM-related resources

WebsitesJob aidsService Management publicationsAssociations and conferencesWhitepapers and operations guidesProfessional services and specialized products


Getting Started With ITILConsider applying ITIL processes to projects

Service Desk functionIncident ManagementProblem ManagementChange ManagementRelease ManagementConfiguration Management

Capacity ManagementAvailability ManagementService Level ManagementFinancial Management for IT ServicesIT Service Continuity Management


Getting Started With ITILMake your projects operations and service aware

The target of projects in IT has changed to include not just applications and infrastructure, but servicesApplications and Infrastructure capability development projects must be “operationally aware” as they must eventually live in operationsIT projects have (or should have) a fundamentally different content in all phases when the target of project effort is a service rather than application or infrastructureITIL can help you understand anddesign awareness into your project process to help you ensure you’llhave operations and serviceaware deliverables


Getting Started With ITILConsider techniques included in ITIL for projects

1. Active Listening2. ARCI Matrices3. Balanced Scorecard4. Brainstorming5. Case-based Reasoning6. CFIA7. CRAMM8. CSFs9. Flowcharts10. FTA11. GQM12. Ishikawa

13. ITAMM14. Kepner & Tregoe Analysis15. Kotter 8 Steps16. KPIs17. Plan Do Check Act (Deming)18. Process Maps - Assortment19. SLAM Charts20. SMART21. SOA22. SWOT23. Theory of Constraints24. TOP


Getting Started With ITILDevelop a plan to implement

Develop a business case for ITILLearn/use ITIL processes, language, techniquesAssess ITIL maturityImplement process design and improvement as a program and a set of projects with clear ROIInclude robust organizational change/communicationExpect and effect change at theindividual, team, organizationallevels


Polling Question 2: Now that you’ve heard of ITIL, what will you do with it?

Nothing – this doesn’t apply to me or my organizationNothing – while this is applicable, I have other fish to fryCheck it out – look at the online resources, etc.Go to a ITIL Essentials class, or send someone elsePersonally jump in with both feet – I need this stuffConsider training, adoption for my organization


Session Summary

Introduction to ITILWhy and how organizations are adopting ITILMapping ITIL to the PMBOKGetting started with ITIL


Call to Action

Study and apply ITIL Service Management principlesDetermine you capabilities and invest in professional development along each phase of the services lifecycleApply essential ITIL concepts in your everyday workVisit http://us.foxit.net to learn more about ITIL and to access resources and updates, including:► Introductory and implementation presentations► Whitepapers, articles, annotated bibliographies, ► Consulting and education services overview► Links to key resourcesTo consider implementing ITIL in your organization, contact Fox IT at (215) 233-1205 or [email protected]


For More Information

IT Service Management► http://us.foxit.net/about_service_managementITIL► http://www.itil.co.ukMOF► http://www.microsoft.com/mofHP ITSM Reference Model► http://www.hp.com/hps/itsmService Management Tools► http://tools.itsmportal.net/IT Service Management Forum (itSMF) USA► www.itsmf.net


Questions and Answers

David PultorakPresident

Fox IT, LLC9335 Stenton AvenueSuite 100Erdenheim, PA 19038

(215) 233-1205

[email protected]

http://us.foxit.net

Documents

Itil & Pmbok