it service management in practice - walter-abel.at presentation... · it service management in...
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© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 1
IT Service Management in Practice
Karl Czerny - Gasse 2/2/32A - 1200 Vienna
' +43 1 92912 657 +43 1 92912 66
office@walter-abel.atwww.walter-abel.at
www.itsmprocesses.com
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 2
IT Service Management in Practice
ITIL® 2011 Process Library
The Solution for Process Oriented
IT Service Management
Dipl.-Ing. Walter Abel
Managing Director
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 3
The Definition:ITIL® - IT Infrastructure Library
u The goal is business oriented management of the lifecycle of IT servicesu Well accepted international standard for IT Service Managementu First published in 1989 by the British Office of Government Commerceu Mature and field-tested - actual version 3 with additions in 2011
„Best practices quickly become good practices, which become commodities,generally accepted principles, received wisdom, or regulatory requirements.“
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 4
IT GovernanceStandards behind ITIL®
Quality ManagementISO 9000 ff.
ITService Management
ITIL
ITService Management
ISO 15504-8
Information SecurityISO 27000 ff
ITService Management
ISO 20000
SPICEISO 15504
SPICE (Software Process Improvement and Capability Determination)
COBIT
System EngineeringISO 15504-6
Software DevelopmentISO 15504-5
CorporateGovernance
RulesSOX, EuroSOX, etc.
CMMI
CMMI (Capability Maturity Model Integration)
CMMI - DEV(Development)
CMMI - ACQ(Acquisition)
CMMI - SVC(Services)
COBIT (Control Objectives for Information and Related Technology)
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 5
For the very beginning:Service everywhere
u The car dealer today sells mobility and not only a car … .
u The telecommunications provider sells a reachability- and information
service and does not only provide a telephone … .
u The cleaning service assures a clean building and does not only provide
cleaning personnel … .
u The IT … . ?
„Customers do not ask for a ¼ inch drill, they want a ¼ inch hole.“
Theodore Levitt, Harvard Business School
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 6
The real context:Processes - Service - Infrastructure
How you execute your business(what makes you unique)
With what you are working(what enables the uniqueness)
Technology in the background(which simply has to work)
Here the ¼ inch hole is made !
Here are the ¼ inch drills !
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 7
The real context:Management Perspective
Business ManagementPlan (Strategy)
Control (Management)Measure (Controlling)
provides Business Services for the Customer
IT Service ManagementPlan (Information System Strategy)
Control (Service Level Management)Measure (Service Level Agreement)
provides IT Services for the Business Management
IT Infrastructure ManagementPlan (Information Technology Strategy)
Control (Capacity-, Availability-. Security Management)Measure (Monitoring, Continuity Management)
provides the tools for IT Service Management
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 8
The real context:Process Perspective
Business Process Management
IT Service Process Management
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 9
Our answer:ITIL® 2011 Process Library
u 152 best practice standard process graphsaccording to ITIL® 2011 in BPMN 2.0
u multilingual (German, English)u level of detail without limitation of universalityu detailed role descriptionsu extensive checklists for implementation and
operationu easily adaptable to the requirements of any
enterpriseu integrable in the enterprise business process
modelu available for Signavio Process Editor (shown
within this presentation) or as Ebooks
u Reduces the implementation costs of an ITSMproject tremendously (lower consulting- andproject costs)
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 10
ITIL® 2011 Process Library:The Structure
u 6 process landscapes as overview(1 general, 5 ITIL discipline specific)
u 38 linked interface diagrams(documentation of main information flowsbetween business and IT processesrespective between ITIL® disciplines)
u 114 linked process diagrams(modeled in BPMN 2.0)
u Huge amount of linked accompanyingdocuments (templates & checklists)
u Complete integrated role descriptions
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 11
ITIL® 2011 Process Library:Why BPMN 2.0 ?
u BPMN (Business Process Model and Notation) develops to the first real
standard of process modeling up to usage across the border of process
management systems of different manufacturers with the new release 2.0
u Especially the operational ITIL® processes are candidates for automation of
workflows, many systems start to support this
u BPMN 2.0 XML allows this in an unprecedented simplicity
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 12
ITIL® 2011 Process Library - the Content:Service Strategy
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 13
ITIL® 2011 Process Library - the Content:Service Design
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 14
ITIL® 2011 Process Library - the Content:Service Transition
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 15
ITIL® 2011 Process Library - the Content:Service Operation
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 16
ITIL® 2011 Process Library - the Content:Continual Service Improvement
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 17
ITIL® 2011 Process Library:The Process Landscapes
Clicking the red markedprocess symbols leads tothe correspondinginterface diagram of theITIL® discipline respectiveprocess group
Clicking the green markedprocess symbols leads tothe corresponding ITIL®
detail process
Level 0: ITIL® general architecture
Level 1: ITIL® discipline 1)
Level 2: ITIL® process group
Level 3: ITIL® detail processes
1) ITIL® Disciplines:
- Service Strategy- Service Design- Service Transition- Service Operation- Continual Service Improvement
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 18
ITIL® 2011 Process Library:The Interface Diagrams
Clicking a process symbol leads to the diagram of the respective process thus providing intuitiveand easy navigationClicking a graphical process element opens the detailed description of the element (see later)
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 19
ITIL® 2011 Process Library:The Process Diagrams
Clicking a task symbol leads to the detailed description of the respective task thus providingintuitive and easy reading of the processes (see later)
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 20
ITIL® 2011 Process Library:The Portal View
Navigation Area
Process Area
Detail Area
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 21
ITIL® 2011 Process Library:Additional Detail Information
Clicking a task symbol leads to the detailed description of the respective task and the linkeddocuments (if defined)
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 22
ITIL® 2011 Process Library:Role Descriptions
Clicking a role symbol or the header of a pool leads to the detailed description of the respectiveroleHere the role description is provided, also attached documents are possible (for instancecompany specific role documents)Also the usage of the specific role in other processes can be seen
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 23
ITIL® 2011 Process Library:Responsibilities (RACI)
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 24
Your questions ?
© Dipl.-Ing. Walter Abel Management Consulting7.1 - IT Service Management with the ITIL® 2011 Process Library 25
Schlussbild
Dipl.-Ing. Walter AbelManagement Consulting
Karl Czerny - Gasse 2/2/32A - 1200 Vienna
Tel: +43 1 92912 65Fax: +43 1 92912 66Email: office@walter-abel.atInternet: www.walter-abel.at
www.itsmprocesses.com
… . let us create the future together … .
Together on the road to success … .
ITIL® is a registered trademark of the Cabinet Office in Great Britain and other countries.
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