© 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

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ITIL® 2011 Process Library - the Content:Service Transition

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ITIL® 2011 Process Library - the Content:Service Operation

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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.