ITIL Version 3Learnings and Applications

James Hunter

Now focuses on the end-end lifecycle of all

services

ITIL

Why v3?

Why v3?• “Adds”

– Strategic planning– Security– Designing services– Knowledge Management (the new Sci-Fi)

• “Enhances”– Transition Planning– Continual (nee Continuous) Improvement– Integration between “Change” and “Ops”– Financial Management

• “Tweaks”– Most of everything else

Interpreting the Lifecycle

• All about “Focii” and “Levels”• CSI drives implementation• Everything DOESN’T start with Strategy• Use it to drive Value– Re-use– Strategic planning– Quality

Focii and Levels• Focus is WHEN in it’s lifecycle any given change is, or should, be• Level is WHERE in the organisation the change applies (Strategic,

Service or Tactical)

• E.g.

– Update an SD diagnosis script to improve first-time fix rates • Tactical improvement that STARTS in the Transition phase (probably)

– Develop a new web-service to support a specific client requirement• Service Level improvement that STARTS in the Strategic phase

– Overhaul the transition processes• Strategic Level improvement that STARTS in the Design phase (probably)

– Bring a new Client on-board• Strategic development that STARTS in the Strategy phase

CSI (No, not that one)

• CSI drives the vast majority of improvement– CSI improvements• Update this script to improve first-time fix rates • Develop a new web-service to support a specific client

requirement• Enhance the transition processes

• But clearly not all– Strategic Developments• Bring a new client on-board (e.g. Kraft)• Move to ITIL V3

Strategy

• Keep it lightweight• Very few things are Strategic AND start in

Strategy!– Implement ITIL V3– Develop a new service

• Develop the portfolio first, not the Strategy

(maybe) (maybe)

Driving Value• Re-use– Identify the CURRENT Services Portfolio– Build CLIENT services from TECHNICAL services where

possible• Strategic Planning– Define upcoming CLIENT service needs– Define TECHNICAL services to construct– Define demand and feed into capacity plans

• Quality– Measure all existing processes– Feed into CSI– Improve Transition

So How to Begin?

Simples

It all begins with CSI• Strategic Level

– Convene a Strategic CSI board to own Strategic CSI– Accountable for defining all TECHNICAL services– Provides governance for Strategic Projects (e.g. implement and

improve tools/processes, develop new, generic TECHNICAL services)• Service Level

– SDMs own the Service level CSI (per client)– Accountable for all CLIENT services which they deliver– Own CLIENT service across the lifecycle

• Tactical– Bring all current processes under Management– Make everyone responsible for identification and delivery of Tactical

CSIs– Transition Manager is accountable for Quality

(PMs may challenge this)

Then Implement Design• Define scope (actually this is Strategy, but it’s a

neater narrative this way)• Design all “current” processes in scope• Reverse-design all existing catalogue services in

scope• Design Service Level Package Requirements and

Templates– Base this on current OA checklists etc

• Use SLP templates to reverse-define service requirements for in-scope current project deliverables

And go on to Strategy• Do not confuse with Strategic LEVEL• Confirm scope ()• Identify the Service Level Packages for each CURRENT

service in scope• Build Service Level Packages for pipeline services in

scope early in their design process• Build out the portfolio at a high level (i.e. the

requirements)• CSI strategic Board can then become Strategic Board,

governing across all projects and identifying Strategic Offerings

And Back to CSI

Taking it to the next stage• Strategic– Identify next baseline to achieve

• Service– Integrate all changes to live services

• Tactical– Update any operational procedures

THANKS!

Any Questions?