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Patrick BolgerChief Marketing Officer
ITIL ITIL -- State of the NationState of the NationInternational survey on ITIL adoptionInternational survey on ITIL adoption
Patrick BolgerPatrick BolgerChief Marketing OfficerChief Marketing Officer
Agenda
• My background
• ITIL – State of the Nation Research
• Planning your ITSM Journey
• Changing the perception of IT
• How technology can help
• Moving beyond ‘small circle’ ITIL
• Q&A
My background
• Technical background
• Managed a service desk at British Telecom
• Appointed Technical Services Director at IDS
• Joined Hornbill as VP Sales & Marketing in 1998
– Chief Marketing Officer in 2007
• On the Board of a number of industry groups
• Co-authored “How to do Release Management” for itSMF UK
• Seen hundreds of Service Desk implementations
• Mentoring customers to get the most from their ITSM initiatives
ITIL v2 & v3
ITIL: State of the nation 2009International survey on ITIL adoption
Whitepaper authors:
Patrick Bolger, Hornbill
Ken Turbitt, SMCG Ltd
Survey demographics
• 784 Surveyed – 514 Fully completed
• 50% UK, 38% USA, 12% ROW
• 96% Management functions, including
13% at CIO level
Survey demographics – Organization size
• Wide range of organizations
• Majority were enterprise 10,000+ employees
• ITIL has appeal with small to medium sized
businesses - 25% <1,000 employees
Top drivers for adopting ITIL
Greatest challenges when adopting ITIL
ITIL – v2 or v3
ITIL v2 adopters
ITIL v2 adopters
ITIL v3 adopters
ITIL v3 adopters
ITIL v3 adopters
Benefits realized (v2 and v3)
Benefits Sought vs. Realized
IT relationship with business executives
Maturity Levels – ITIL v2 and v3
ITIL: State of the Nation - Survey Highlights
ITIL v2 Adopters
• Large number (30%) adopted v2 in the last 2 years (since v3 release)
• Majority (52%) sticking with v2 for now
• Intend to mature v2 processes before considering v3
ITIL v3 Adopters
• Although the Lifecycle approach is the top driver, it is not being implemented
• Cherry-picking of processes still evident
• Mainly popular v2 processes being upgraded
Business planning and engagement
• Getting better, but substantial room for improvement
• We need to get out more…
• Adjust the mindset from Servers to Services
Overall ITIL (v2 & v3) Maturity levels still quite low
• Only 32% reasonably high to very high levels of maturity
• 68% medium to low levels of maturity
Planning any journey
Destination
Start
Stage 1 Stage 2 Stage 3 Stage 4
Identifying your starting point
Technology Focus
Customer Focus
Business Focus
Value Network Focus
Low
High
Role of IT in the Organization
Infl
ue
nce
on
th
e B
usin
ess
Service Focus
ITIL v2 Books – Planning to implement Service Management
The Focus of IT
IT customers are the customer of the organization
IT is perceived as an internal business partner
IT has a single strategy and is focused on the
customer, but is perceived as an external supplier
IT focused on integration and delivery of end-to-end
IT services (business solutions)
IT focused on technology. Infrastructure and
applications treated as separate and largely
unrelated domains
Technology Focus
Service Focus
Business Focus
Value Focus
Customer Focus
Source: Pink Elephant, Cultural readiness for ITSM
Characteristics
• Business revenue is directly generated by the sale of IT Services to external
customers
• IT based services and their digital transactions are perceived to be integral and
synonymous with the business processes they support
• Market share and stock price are influenced by the market’s perception of the
quality and stability of IT capability.
• IT Executives are part of the strategic business planning processes
• The CIO has oversight and responsibility for other departments outside of traditional
IT function (e.g.. facilities, processing, fleet mgmt.)
• IT measures it success in terms of business transactional volume / availability
• IT Services are understood to support the business process
• The IT organization is understood to be an enterprise function made up of both
internal and external suppliers
• Enterprise governance is mature enough to enforce standards across all IT groups
• IT is taking and fulfilling orders from its business customer
• Shared Services Organizations are establishing common services and processes
• Service level agreements are based on services rather than technology
• IT Services are typically defined as infrastructure and user based services
• IT Domains / Depts. (Database, Servers, Desktop, etc..)
• IT Operations
• Infrastructure Organizations
• Network Technology Silos
Application vs. Infrastructure
IT Supports The Line
IT IS The Line
IT Service Provider
Technology Focus
Service Focus
Business Focus
Value Focus
Customer Focus
Source: Pink Elephant, Cultural readiness for ITSM
ITIL v3 Processes mapped to focus
• Service Strategy
• Service Portfolio Management
• Financial Management (costing and charging)
• IT Service Continuity Management
• Demand Management
• Transition Planning and Support
• Service Portfolio Management (CSI Focused)
• Financial Management (service based costing)
• SLM (Business Relationship Management)
• Service Catalog Management (business customer focused)
• Capacity & Availability Management
• Enterprise IT Supplier Management
• Knowledge Management
• Service Portfolio Management (Project Focused)
• Service Level Management (SLA & OLA)
• Release & Deployment Management (SVT & Evaluation)
• Service Asset & Configuration Management
• Problem Management (Proactive)
• Information Security Management
• Request Fulfillment / Event Management
• Service Catalog Management (IT & user focused)
• Service Desk
• Incident Management
• Problem Management (Root Cause Analysis – Reactive)
• Change Management
• Access Management
• Logical and Physical Device Security
• Capacity, Availability, Event (component / domain)
Technology Focus
Service Focus
Business Focus
Value Focus
Customer Focus
Source: Pink Elephant, Cultural readiness for ITSM
The reality of ITIL Adoption
Technology Focus
Customer Focus
Business Focus
Value Network Focus
Low
High
Role of IT in the Organization
Infl
ue
nce
on
th
e B
usin
ess
Service FocusITILv2
ITILv3
A Bite-Size approach to ITIL makes sense
Market experience shows it works
• Increase service quality
• Improve customer satisfaction
• Increase IT efficiency
• Financial return
Successful adopters keep it simple
• Focus on the Service Desk – IT’s ‘shop window’
• Introduce a service culture
• Use the most commonly adopted ITIL processes
• Deliver quick wins
• Prove ITIL is beneficial to your organization
• Plan the next steps in your Journey
Remember the top drivers for adoption
The IT Crowd – Truest Moment Ever
Perception is Reality
• How we see ourselves is not
always how our customers see
us
• How we are perceived by our
customers?
• How to they perceive the
services we provide?
• Can we identify priority
services for each customer?
• How well do we keep
customers informed?
• Are we communicating in their
language?
The way it is…The way it should be…
Effort
Priority
ITSM needs the Human Touch
Although Process and Technology are important,
remember that People…
• report incidents to the Service Desk
• participate in Service Review Meetings
• respond to the Service Delivery Manager
• review trends on service performance
• take ownership of issues impacting service
• take action to avoid service degradations
• identify the metrics that are meaningful
• establish the baselines for service quality
• coach staff on performance to goals
ITSM needs the Human Touch
Service Desk tools
can promote the Human Touch
How tools can promote the Human Touch
Breaking through the glass ceiling
Bite Size ITIL
Beyond Bite Size
We look to ITIL to reduce IT pain
• Never enough resource
• Constantly fire-fighting
• Difficulty prioritizing calls
• No policy for incident reduction
• Same issues resolved again and again
• No time to look at common trends
• New services ‘chucked over the fence’
• Inadequate testing before deployment
• Knowledge in people’s heads
• Poor communication with customers
• Customers have no visibility of issues
• Loose Service Level Agreements
• Metrics of little business value
• Hard to measure improvements
• Service Desk staff don’t know enough
about the business or the customer
Why are we failing to go further?
ITIL is an effective pain killer
• There is a real need for anything that helps
• Good for what ails you
• Works and is seen to work
• We see huge improvements when it is first administered
However…
• It doesn’t remove the true cause of pain
• Masks the symptoms of pain and impedes diagnosis
• Used unwisely and unselectively
• Addictive and un-monitored
A tonic with familiar ingredients
Service Desk
Incident
Problem
Change
Release
Configuration
Availability
Service Level
Management Invest
Improve
Core processes make up a solid, logical
small circle that is…
– Easily understood
– Can be supported by tools
– Little need to engage the business
SLAs
Catalog
CMDB
Small Circle ITIL
Simply
improves
the
Painkiller
What are we treating?
• Never enough resource
• Constantly fire-fighting
• Difficulty prioritizing calls
• No policy for incident reduction
• Same issues resolved again and again
• No time to look at common trends
• New services ‘chucked over the fence’
• Inadequate testing before deployment
• Knowledge in people’s heads
• Poor communication with customers
• Customers have no visibility of issues
• Loose Service Level Agreements
• Metrics of little business value
• Hard to measure improvements
• Service Desk staff don’t know enough
about the business or the customer
• Lack of Business/IT planning
• IT Metrics of little business value
• No financial transparency
• No capacity planning
• Inadequate testing
• No acceptance criteria
• Insufficient communication and management of customer expectations
• Little training (users, support…)
• Loose Service Level Agreements
The Pain Not the Cause
All addressed by Service Design
Service Design enables us to consider…
• Infrastructure
• Application
• Processes
• Training
• Testing
• Deployment
• Acceptance
• Suppliers
• Projects
Service Design helps to avoid…
The cost if you do nothing
• Lost opportunities to improve
service and reduce end to end
service costs
• Continuation of ‘surprises’ to
service organization and users
• Continuation of unavoidable
costs
• Prevention is better (and far cheaper) than cure
• Small circle ITIL
– Is a sensible starting point
– Will provide initial relief from the symptoms of pain
– But it’s not a long-term treatment strategy
Avoid the most common mistake
Bite Size ITIL
Beyond Bite Size
Sources
• ITIL State of the nation (download)
http://www.hornbill.com/itilstate
• ITIL V3 – The opium of ITSM
Kevin Holland & Brenda Peery
• Cultural Readiness for ITSM
Pink Elephant
• Service Management with the Human Touch (download)
http://www.hornbill.com/newswire/temp/HTmailerregform/
The Question Process
Questions?Answer
Known
Provide
Answer
Move to
Next slide
Thank
Audience
State that time
has run out
Y Y
NN
Thank You
Thank You for attending this session
Please fill out your evaluation form
Contact HornbillContact Hornbill
USA & Canada: +1 972 717 2300 USA & Canada: +1 972 717 2300
EMEA: +44 208 582 8222EMEA: +44 208 582 8222
Email: Email: [email protected]@hornbill.com
http://www.hornbill.comhttp://www.hornbill.com
Patrick BolgerChief Marketing Officer