Course Outline by Day

The Process FrameworkA Target State of Integrated Operations1

If youre in business or any large organization then youve probably heard of ITIL and its process framework. The following presentation provides a fresh view of it as an integrated whole. If youve not ever heard of ITIL, its a nice introduction top-down at a practical level.

Its about a target-state business architecture based on the IT Infrastructure Library (ITIL) and other best practice frameworks.

The purpose is to overcomes pain points the organization is experiencing today and set a high bar toward which to aim for future improvements.1

Vision of the End State: The Goal of an Efficient Process FrameworkEverything easier? Work done automatically Its under control Theres plenty of time We do what's best An integrated whole2

The goal is a world in which everything runs smoothly, as it should. Its all been done before, documented and improved, so were never lost without hope.

The slide presents a vision that may sound too good to be true. The point is that these are the sorts of improvements that are possible. 2

Vision of the End State: The Goal of an Efficient Process FrameworkEverything easier? Operations are well planned in workflows & drills.Work done automatically - Efficiency in when, why, how.Its under control Teams see crisis coming Diffuse it.Theres plenty of time Waste reduced, delays eliminated.We do what's best Know the right time and place is wisdom.An integrated whole Free of organizational silos.All of your wildest dreams will come true. - Pedro in Napoleon DynamiteNot exactly. https://www.youtube.com/watch?v=BEJFWoAVJz4

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It may sound like Pedros speech in the movie Napoleon Dynamite. I understand. But there are reasons why we experience inefficacies, frustrations and ineffectiveness. Once we admit it and know what needs improvement, it can be improved.

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An Applied Process Framework: What is it?The following is an application of the ITIL best practice processes. ITIL provides the pieces; some assembly is required.Putting the pieces together Can be an intricate puzzle Facilitated by a Process Reference Model4

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The Purpose of the Process Framework:ManagementAnti-SiloIts about how every division, branch and team works together.Interactions are known, enabled and improved.Instead of conflict at disconnects its more like social media than disconnected email threads.It improves coordination behind the scenes.The result is efficiency and effectiveness with alignment to purpose, value and operationalizing strategy.This presentation provides a generic example.

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The Purpose of the Process Framework:LeadershipTo know how the organization gets work done.Leadership can see how the organization operates as a whole.Juggle priorities and activities across units and functions.Find and fill gaps that cause issues and snafus.The framework frees managers to lead.

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First Steps toward whats about to be PresentedMake a few leaders smart concerning the framework. (Today)Help their chosen representatives get smarter.Move forward together.

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ContentsOverview: The One Thing. Many Parts. The 26.Strategic and Tactical Coordination Across the LifecycleChange and Transition ManagementOperations 8

1. Link2. Link3. Link4. Link

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1An Overview of the Whole Thing Back 9

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Transition Planning and Support

Design Coordination10 Continual Service &Process Improvement

TechnicalManagementService PortfolioTestingService Validation andApplicationManagementService Asset and Configuration Management

Customers

ServiceDesk

OperationalChangeImplementers

End Users

ITIL Version 3 with Lifecycle Entire Management System

IT Service Continuity ManagementProblemManagement

AvailabilityManagement

Gregory P. Rowe, gp@kgit.net.

Release andDeploymentManagement

IncidentManagement

CapacityManagement

FinancialManagement

EventManagement

DemandManagement

RequestFulfillment

IT Service Operations

AccessManagement

Info. SecurityManagementProjectTeamsDevelopmentProcurementBusiness Analysis

Systems Architecture

SupplierManagement

Ops ControlFacilities MgtStrategy Management for IT Services 4

The Realization of Value

ServiceLevelManagement

ChangeManagement

Infrastructure

ServiceStrategy

ServiceTransition

ServiceDesign

Continual Service ImprovementSystematically improve 3Design and develop 7Service Transition: Implement and update 7Service Operation: Deliver & support 5

ServiceCatalogueManagement

(Not ITSM)

ServiceOperation

Business Relationship Management

KnowledgeManagement

PMOSMO

10Four processes, one result. Catalog, Service Level, Request, Access.

As you know, ITIL has five core books. As shown, Service Strategy has four processes, Service Design has seven, Service Transition also has seven, Service Operation has five, and Continual Service Improvement has three.

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Simply tie it all together: Foundation for the FrameworkSystem EventsNew ServicesInitiation of SupportInitiation ofNew Business

Strategy & DesignCustomer Relations

IT OperationsDaily Interactions

Transition ManagementProjects and Releases

& Support SDPTransition Planning

Projects

Major ReleasesNormal ChangesOperational ChangesReleasesStandard DeploymentsAccess RequestsService RequestsSLAOLACata.SLRDeploymentsCatalog ManagementIncidentsProblemsConfigurationsProject ProposalsTransition Planning & SupportDesign CoordinationPortfolio Management ProcessEvaluationsChange ProposalChangeManagementCover your eyes!11Building out from three arenas.BuildAuthorize Design, Dev, BuildDeployAuthorize DeploymentProjectsRequestsOperations SchedulesProject PlansHow the organization works - Functions and processes.

In order to show the activities within the processes, the format here forms a basis for the remainder of the presentation. It organizes everything in the three arenas at the top of the slide: Strategy/Design, Transition, and Operations.

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The Whole System in a Process FrameworkBuild/TestJ1J1J1FIncidents, ProblemsProgram & Project Management2345a56734

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3456785a6a7aTransitionOperationHQ1JKNOPQRSTUVWConfig-urations52413623a43b3c51A2SystemEvent Project Initiation &Support 321Transition Planning &SupportDesignSDPDesign Coord.Transition Planning4DevProjectProjectProjectsProjectProject Major Releases, Work Efforts, DeploymentsCDEFGIXC2Initiation of support interactionNumbered steps are short-hand to fit on the page. See each process for full activity names.Portfolio ManagementProcess2341Strategy & Design12345BAYZLMIVIIIIIIdentify or receiveCreate a request for change2Project funding is involved in design auth., often after project planning4b,c: ChM authorizes a Transition and to plan release4bNormal ChangesStandard Operational ChangesReleases*Standard DeploymentsM2Requests & Standard ChangesX1R2SLAOLACata.SLRCatalog Mgmt,SLMDeploy1Change Proposal2b2c2d2e2f2g3a43b1IncidentsProblems4V2Access Requests345673Requests892Auth Design, Auth. BuildAuth. Deploy2a4aKTestingAuth Dev.