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ITIL – BiSL Combination

Strategies for supporting IT Service Management

Through a new and engaging perspective

Deborah L Anthony, PhD, PMP

BiSL in a Box


Interactive workshop to explore the challenges that the

business and IT have with respect to managing

information and the perceived “relationship” GAP

Takeaways:

– Insight into the business perspective

– Basic knowledge of the BiSL framework as a

partnering framework to ITIL

– Useful tactics to take back to your day job aimed at

“Closing the GAP”

– Resources for more information

Introduction

2


Introduction

Challenges for IT executives

Business IT relationship

Frameworks for IT Supply and IT Demand

Interfaces between Demand (business) and Supply

BiSL framework

Using BiSL in a conversation with the business

Agenda

3


Worldwide

ABC of ICT Survey

Paul Wilkinson

4

ITIL – BiSL Combination 5

Business executives say

• 79% technology will be key source of innovation

• 71% technology will be competitive differentiator

• 46% IT organ. not well positioned to meet needs

• 41% IT organization overly bureaucratic


• “Fewer than 50% of CIO’s have a good understanding of

business and technical risks; and

• up to 25% say it (CIO business understanding) is poor”

• “Companies that involve the CIO in business strategy are

much more likely to achieve financial performance

superior to their peers”

Source: "The C-suite Challenges IT: New Expectations for Business Value"

The Economist Intelligence Unit, June 2012


Forrester report why ITSM framework implementations fail

• 52% resistance to change

• 29% lack of business interest & involvement

Key issues for IT executives

7

http://www.amazon.com/gp/reader/0195159535/ref=sib_dp_pt/185-0864345-8405701


Key issues for IT Executives

Business & IT productivity

IT and Business alignment

Business agility &

speed to market

Business process

management & reengineering

IT cost, reliability & efficiency

and security

8




Business agility &

speed to market

Business process



and security


9




Business agility &

speed to market

Business process



and security

Growing importance,

& dependency


10




Business agility &

speed to market

Business process



and security

Growing importance,

& dependency

Increasing impact

ITSM = strategic capability Poor ability to execute


11




Business agility &

speed to market

Business process



and security

Growing importance,

& dependency

Increasing impact

ITSM = strategic capability Poor ability to execute

CIO needs #5: Leadership development & staff training


12


World-wide

ABC of ICT surveys

Paul Wilkinson

13


Connect.

Is there a problem between IT and the business?

Is the problem implied in these observations REAL from

your perspective?

Site an example from your experience that supports or

refutes

14

Exercise # 1

Sanity check


1996 Development of the ITIL-inspired R2C framework for supply-

side application management by the privatized Dutch Computer

Center, RCC

1997 Development of FBM, a similar framework for demand-side

information management, published in 1998

2000 Expansion of R2C with strategic processes and rebranding as

ASL in 2001

2000 Expansion of FBM with strategic processes

2002 Transfer of stewardship of ASL from Roccade to the new not-

for-profit ASL Foundation

2003 Rebranding of FBM as BiSL and transfer of stewardship

2004 Rebranding of ASL Foundation as ASL BiSL Foundation

2005 Formal launch of BiSL

2009 First revision of ASL: ASL2

15

ASL & BiSL History


Not-for-profit, vendor-independent, membership organization,

founded in 2002 in the Netherlands

Professional association for Information Management and

Application Management

Goal is to advance professionalization of IT from both a business

and an IT perspective

Funded by 27 Demand and Supply organizations who benefit from

standards and best practices

Governed by managing partners Achmea, Capgemini NL, Dutch

Ministry of Defense, Dutch Tax and Customs Administration, Ordina

& Quint Wellington Redwood

Facilitates the development of, and supports the use of two freely

available process frameworks, ASL and BiSL, and supporting best

practices

16

ASL & BiSL Foundation


ITIL V3 and V3 2012 press the point that IT is more than

processes around Infrastructure operations… yet we in IT

struggle

BiSL takes a similar tact from the perspective of Business

Information Management pressing the business to use

information more effectively in business processes

Proposition: Can a combination of these two bodies of

knowledge help address the Business IT relationship

gap?

Business IT Relationship Gap

17


User Org

IT Org

User Org

Demand

Supply Usage Info Syst

Generic Paradigm for

IT Management

18


User Org

ITIL

ISO 20000

ASL

IT Org

User Org

Demand


Supply side Standards & Frameworks

19


User Org

BiSL

IT Org

User Org

Demand


Introducing comparable standards

& frameworks on the demand side

ISO 38500

20


User Org

BiSL ITIL

ISO 20000

ASL

IT Org

User Org

Demand


Connecting both Worlds

ISO 38500

21


Direct

information

strategy

Change

functionality

Support

users

Financial

management

Demand

management

Govern

information

management

Manage information management

Operational

Key user

Business

information

administrator

Managing

Product manager

System owner

In line with policy

CIO

Information

manager

BiSL Framework

22


IT

Continual service

improvement 7-step improve.plan

Business strategy

Business

management

Business

projects

Business

operations

End user support

Business data mgmt

Operational supplier mgmt

Change mgmt

Specify information requirements

Design non-automated info. syst.

Review and testing

Prepare transition

Transition mgmt

Planning and resource mgmt

Financial mgmt

Demand mgmt

Contract mgmt

Establish business process dev.

Establish information chain dev.

Establish technological developments

Information lifecycle mgmt

Information portfolio mgmt

Information coordination

Strategic supplier mgmt

Strategic user relationship mgmt

Strategic info. partner mgmt

Define I-organization strategy

Service operation Event mgmt

Incident mgmt

Request fulfilment

Problem mgmt

Access mgmt

Service transition Trans.plan.& supp. / Change mgmt

Service asset and configuration mgmt

Release and deployment mgmt

Service validation and testing

Change evaluation / Knowledge mgmt

Service design Design coordination

Serv.cat.mgmt / Serv.level mgmt

Availability mgmt / Capacity mgmt

IT service continuity mgmt

Info.security mgmt / Supplier mgmt

Service strategy Strategy mgmt for IT services

Service portfolio mgmt

Financial mgmt for IT services

Demand mgmt

Business relationship mgmt

BiSL for

Demand

ITIL for

Supply

23


ISO 20000 & BiSL

ITIL & BiSL

Comparing ITIL and BiSL

www.aslbislfoundation.org (white papers) or www.best-management-practice.com

24

http://www.aslbislfoundation.org/


http://www.best-management-practice.com/






BiSL describes responsibilities of the Business and

aims primarily to guide the Business

ITIL describes part of BiSL’s domain in order that IT

Service Providers have better understanding of the

Business’ role

Because ITIL is written as guidance for IT Service

Providers and BiSL is written as guidance for the

Business, BiSL and ITIL can be regarded as

complementary standards

Comparing ITIL and BiSL

25


User Org

BiSL ITIL

ISO 20000

ASL

IT Org

User Org


Connecting both Worlds

ISO 38500

26


IT Continual service

improvement 7-step improv.plan

Business strategy

Business

management

Business

projects

Business

operations

End user support

Business data mgmt

Operational supplier mgmt

Change mgmt

Specify information requirements

Design non-automated info. syst.

Review and testing

Prepare transition

Transition mgmt

Planning and resource mgmt

Financial mgmt

Demand mgmt

Contract mgmt

Establish business process dev.

Establish information chain dev.

Establish technological developments

Information lifecycle mgmt

Information portfolio mgmt


Strategic supplier mgmt

Strategic user relationship mgmt

Strategic info. partner mgmt

Define I-organization strategy

Service operation Event mgmt

Incident mgmt

Request fulfilment

Problem mgmt

Access mgmt

Service transition Trans.plan.& supp. / Change mgmt

Service asset and configuration mgmt

Release and deployment mgmt

Service validation and testing

Change evaluation / Knowledge mgmt

Service design Design coordination

Serv.cat.mgmt / Serv.level mgmt

Availability mgmt / Capacity mgmt

IT service continuity mgmt

Info.security mgmt / Supplier mgmt

Service strategy Strategy mgmt for IT services

Service portfolio mgmt

Financial mgmt for IT services

Demand mgmt

Business relationship mgmt

27

BiSL for

Demand

ITIL for

Supply


BiSL process Input/output ITIL process / activity / function

Usage support 2nd line call

Answer/status

Operational supplier management Service request & change req.

Service fulfillment

Plans for availability, continuity

Feedback about plans

Specification Requirements

Impact analysis

Verification of impact analysis

Proposed IT design

Verification of IT design

Proposed IT specifications

Verification of IT specifications

Review and testing New IT release (for acceptance)

Support for acceptance test

Acceptance test results

Sign-off

28

Exercise 2

Connect both Worlds



Change management Required change

Feedback

Transition Assignment

Changed assignment

Feedback on execution

Financial management Invoices (payments by F&A dept)

Contract management Requirements and demands

Proposed contract, SLA

Contract, SLA

Service level report

Request for proposal

Proposal

Approved proposal

29

Exercise #2

Connect both Worlds



Determine information chain

developments

Information chain developments

Determine business process

developments

Business chain developments

Determine technology

developments

Technological developments

Information life cycle management Developments and policy

IT service provider’s strategy

Technical scenario’s to realize

policy

Selected technical scenario

Information portfolio management Developments

Proposed scenario’s and

strategies

Selected scenario

Strategic supplier management New requirements or tenders

New contract or new agreements

30

Exercise #2

Connect both Worlds


User Org

IT Org

User Org

Demand



IT Management

31


Info Syst

Demand

Supply Usage

32

Generic paradigm for

IT management


Info Syst

Design IS

Demand

Supply Usage

33


IT Management


Information Strategy

Functionality Management

Usage Management

IT Strategy

IT Projects & Releases

IT Operations

Business Strategy

Business Projects

Business Operations

Users

Application Strategy

Service Strategy

Application Maintenance & Renovation

Service Design & Transition

Application Support

Service Operation

IT Services

IT Demand IT Supply Business

BiSL ASL ITIL

BiSL ASL ITIL

34


Connect.

35

Consider the three ‘blue’ boxes and the business perspective

that is represented by each and consider the following:

Information Usage: if IT sees a pattern of increased

incidents in one business group of users, but not all, what

conversation might be relevant and with whom?

Functionality Management: when too many users are

approaching IT directly with conflicting requirements for new

functionality, what conversation might be relevant and with

whom?

Information Strategy: Either side wants to use the new

social media as a “customer relationship” tool. What

conversations might be relevant and with whom?

35

Exercise #3

Where’s Waldo?


Business

Relationship

Transaction

Product

Physical service

Informational service

Automated service

Business process

\

Use & manage

information*

* Internal resource

External service

Procure & manage

IT services

Provide

IT services

ITIL,

ISO 20000,

CMMI, ASL,

USMBOK etc.

Demand for

Information & IT services

BiSL

36


Direct

information

strategy

Change

functionality Support

users

Govern

information

management

Manage information management

Operational

Key user

Business

information

administrator

Managing

Product manager

System owner

In line with policy

CIO

Information

manager

BiSL Framework

37


Planning and

resource

management

Financial

management

Demand

management

Contract

management

Operational

supplier

management

Business data

management

End user

support

Infor-

mation

coor-

dination

Use management Functionality management

Specify

information

requirements

Design non-

automated

info. systems

Prepare

transition

Review

and testing

Establish

bus. process

developments

Information strategy

Strategic

supplier

management

Strategic

info. partner

management

Define

I-organization

strategy

Strategic user

relationship

management

I-organization strategy

Information

lifecycle

management

Establish

info. chain

developments

Establish

technological

developments

Change-

management

Transition

management

Information

portfolio

management

Operational

Managing

Strategic

BiSL Framework

38


Planning and

resource management

Financial

management

Demand

management

Contract

management

Operational

supplier

management

Business data

management

End user

support

Infor-

mation

coor-

dination

Specify

information

requirements

Design non-

automated

info. systems

Prepare

transition

Review

and testing

Establish

bus. process

developments

Strategic

supplier

management

Strategic

info. partner

management

Define

I-organization

strategy

Strategic user

relationship

management

Information

lifecycle

management

Establish

info. chain

developments

Establish

technological

developments

Change-

management

Transition

management

Information

portfolio

management

Is the operational information provisioning

used and managed appropriately?

Use management

39


Planning and

resource management

Financial

management

Demand

management

Contract

management

Operational

supplier

management

Business data

management

End user

support

Infor-

mation

coor-

dination

Specify

information

requirements

Design non-

automated

info. systems

Prepare

transition

Review

and testing

Establish

bus. process

developments

Strategic

supplier

management

Strategic

info. partner

management

Define

I-organization

strategy

Strategic user

relationship

management

Information

lifecycle

management

Establish

info. chain

developments

Establish

technological

developments

Change-

management

Transition

management

Information

portfolio

management

What will the information provisioning

look like in the near future?

Functional management

40


Planning and

resource management

Financial

management

Demand

management

Contract

management

Operational

supplier

management

Business data

management

End user

support

Infor-

mation

coor-

dination

Specify

information

requirements

Design non-

automated

info. systems

Prepare

transition

Review

and testing

Establish

bus. process

developments

Strategic

supplier

management

Strategic

info. partner

management

Define

I-organization

strategy

Strategic user

relationship

management

Information

lifecycle

management

Establish

info. chain

developments

Establish

technological

developments

Change-

management

Transition

management

Information

portfolio

management

Why and how do we change

the information provisioning?

Connecting processes

41


Planning and

resource

management

Financial

management

Demand

management

Contract

management

Operational

supplier

management

Business data

management

End user

support

Infor-

mation

coor-

dination

Specify

information

requirements

Design non-

automated

info. systems

Prepare

transition

Review

and testing

Establish

bus. process

developments

Strategic

supplier

management

Strategic

info. partner

management

Define

I-organization

strategy

Strategic user

relationship

management

Information

lifecycle

management

Establish

info. chain

developments

Establish

technological

developments

Change-

management

Transition

management

Information

portfolio

management

How do we manage the information provisioning?

Management processes

42


Planning and

resource management

Financial

management

Demand

management

Contract

management

Operational

supplier

management

Business data

management

End user

support

Infor-

mation

coor-

dination

Specify

information

requirements

Design non-

automated

info. systems

Prepare

transition

Review

and testing

Establish

bus. process

developments

Strategic

supplier

management

Strategic

info. partner

management

Define

I-organization

strategy

Strategic user

relationship

management

Information

lifecycle

management

Establish

info. chain

developments

Establish

technological

developments

Change-

management

Transition

management

Information

portfolio

management

What will the information

provisioning look like in the future?

Information strategy

43


Planning and

resource management

Financial

management

Demand

management

Contract

management

Operational

supplier

management

Business data

management

End user

support

Infor-

mation

coor-

dination

Specify

information

requirements

Design non-

automated

info. systems

Prepare

transition

Review

and testing

Establish

bus. process

developments

Strategic

supplier

management

Strategic

info. partner

management

Define

I-organization

strategy

Strategic user

relationship

management

Information

lifecycle

management

Establish

info. chain

developments

Establish

technological

developments

Change-

management

Transition

management

Information

portfolio

management

How is the information provisioning organized?

Information organization strategy

44


Planning and

resource management

Financial

management

Demand

management

Contract

management

Operational

supplier

management

Business data

management

End user

support

Infor-

mation

coor-

dination

Specify

information

requirements

Design non-

automated

info. systems

Prepare

transition

Review

and testing

Establish

bus. process

developments

Strategic

supplier

management

Strategic

info. partner

management

Define

I-organization

strategy

Strategic user

relationship

management

Information

lifecycle

management

Establish

info. chain

developments

Establish

technological

developments

Change-

management

Transition

management

Information

portfolio

management

How do we align the various

(semi-)autonomous plans?


45


Determine how information (technology) can contribute to

business strategy

Decide who’s responsible for what

Determine what information is needed to support business

processes

Implement (change to) information systems (both automated and

manual ‘systems’)

Ensure appropriate use of information and information systems

Ensure data quality

Translate information requirements into IT services requirements

Contract IT service provider(s) (ITSP)

Manage operational contacts with ITSP’s

Manage contracts and relationships with ITSP’s

Business responsibilities regarding

information & IT services

46


Business

Relationship

Transaction

Product

Physical service

Informational service

Automated service

Business process

\

Use & manage

information*

* Internal resource

External service

Aquire & manage

IT services

Provide

IT services

ITIL,

ISO 20000,

CMMI, ASL,

USMBOK etc.

Demand for

information & IT services

BiSL

47


Discuss in your group what new insights have you gained

from this session?

What do you think you could achieve based on these

insights?

Learn.

48

Exercise 4

Capture insights


How will you go about achieving the results you’ve just

identified? What are you going to do tomorrow?

What kind of Attitude change might be in line?

What Behavioral adjustments will you make?

How does your understanding of your corporate Culture

change as you consider your insights from this session?

Learn.

49

Exercise #5

Practical Application


Wrap up

Session Evaluation Form

Q&A

50


More information:

– About BiSL (and ASL):

www.aslbislfoundation.org

[email protected]

Twitter @marksmalley

– About ITSM and ITSMF USA:

www.itsmfusa.org

[email protected]

Contact Information

51


mailto:[email protected]

http://www.itsmfusa.org/




BACK UP SLIDES SECTION

52


Connect.

Seek first to understand, then to be understood

Use empathic listening to be genuinely influenced by a

person, which compels them to reciprocate the listening

and take an open mind to being influenced by you. This

creates an atmosphere of caring, respect, and positive

problem solving.

Steven Covey, Habit #5

53


Grow.

54

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