itil & pmbok

ITIL and the PMBOKDavid Pultorak

PresidentFox IT, LLC

PMI-ISSIG WebinarThursday May 20, 2004

2004 Fox IT, LLC. All rights reserved. 2

What we will cover

Introduction to ITIL Why and how organizations are adopting ITIL Mapping ITIL to the PMBOK Getting started with ITIL


Polling Question 1: Where are you with ITIL?

Weve just now heard of it Weve adopted the PMBOK, and are considering ITIL Weve read the core ITIL books Weve taken the self-assessment/read the pocket guide Weve taken some ITIL courses Were implementing ITIL


ITIL is a Set of Books: the IT Infrastructure Library

Created by UK Office of Government Commerce (OGC) Published by The Stationery Office (TSO) Gives guidance on the provision of quality IT services Embodies best practice for IT service quality Encourages organizations to adapt and adopt ITIL

The

Business

The

Technology

Planning to Implement Service ManagementPlanning to Implement Service Management

Applications Management Management

TheTheBusinessBusiness

PerspectivePerspective

ICTICTInfraInfra--

structurestructureManagementManagement

SecurityManagement

ServiceSupport

ServiceDelivery


ITIL is a Set of Books: the IT Infrastructure Library (continued)

ITIL Service Support and Service DeliveryService Desk, Incident, Problem, Change,

Configuration, Release, Service Level, Availability, Capacity, Financial, and Service Continuity Management

Security ManagementNecessary supplement, as Service Delivery

refers to but does not include this content itSMF ITIL Pocket Guide

Service Support and Delivery in capsule form Planning to Implement Service Management

Covers ITIL benefits and how to achieve them


ITIL is a Set of Books: the IT Infrastructure Library (continued)

The Business PerspectiveCovers Business Continuity Management,

Partnerships and Outsourcing, Surviving Change and Business Transformation

ICT Infrastructure ManagementCovers Network Service, Operations,

Systems, and Local Processor Management, and Computer Installation and Acceptance

Applications ManagementCovers the Software Development Lifecycle


The ITIL Service Support and Delivery Books

Service Desk function Incident Management Problem Management Change Management Release Management Configuration

Management

Capacity Management Availability Management Service Level

Management Financial Management

for IT Services IT Service Continuity

Management


What Makes ITIL Attractive to Organizations

Cost, pain of operations No comparable guidance Worldwide standard Best Practice guidance Non-proprietary Comprehensive

Consistent terminology Hygienic The great equalizer The networking principle The promise of alignment


ConsultingServices

Training &Certification

Tools

Resources

User Group

Adopters

ITILPublications

An Entire Industry has Emerged Around ITIL


ITIL Adopters

70,000 IT professionals certified, 7,500 a year 10,000+ companies worldwide Boeing Capital One Procter and Gamble US Army Internal Revenue Service Phillip Morris

Hewlett-Packard, IBM, Microsoft IT support package vendors


ITIL User Group: the itSMF

The IT Service Management Forum Independent, member-run ITIL user forum, formed 1991 Promotes exchange of information and experience to

help IT Service Providers manage IT service delivery Global organization, chapters in UK (1991), Netherlands

(1993), Australia, South Africa, Belgium, Switzerland/ Austria/ Germany, France, Canada, and USA (1997)

Seminars, regional groups and annual conference Corporate and personal membership Bi-monthly magazine Service Talk Website www.itsmf.com itSMF


ITIL-Related Resources

Web links Job aids Service Management publications Associations and conferences Whitepapers and operations guides Education and consulting services,

product information


ITIL-Related Tools

Vendors are including ITIL language and functionality in their products See the ITIL Tooling Page for matrices of service,

application, and infrastructure management tools and their levels of ITIL compliance


ITIL Training and Certification

Deeper understanding of all ten ITIL processes and the Service Desk Function. Foundation certificate is a prerequisite

Deep understanding of oneITIL process. Foundation certificate is a prerequisite

Basic understanding of the ten ITIL Service Delivery and Service Support processes and the Service Desk function

2-3 week training, 2x3-hour essay style exams

2-3 day training,2 hour essay style exam

2-3 day training,1 hour multiple choice exam

Masters

Practitioner

Foundation


ITIL-Related Consulting Services

Process assessments Strategic consulting Implementation consulting Managed services Technology implementations


What we will cover

Introduction to ITILWhy and how organizations are adopting ITIL Mapping ITIL to the PMBOK Getting started with ITIL


Why IT Organizations are Adopting ITIL

Improve customer satisfaction* Motivate staff and increase productivity* More consistently implement changes** Reduce amount of time spent firefighting** Reduce repetitive problems** Produce more business-focused metrics**

* 2003 itSMF survey

** 2002 DMR survey


Why IT Organizations are Adopting ITIL*

Align organizations, suppliers, customers, technology Address specific process and people issues Take cost out of the organization Increase efficiency, effectiveness, responsiveness Support mission- and business-critical services Support IT governance initiatives

2004 Fox IT, LLC. All rights reserved.

* Fox ITs experience


What IT Organizations Are Doing With ITIL*

Tailoring a ready-made IT operations business model Adopting common language, reference, and techniques Having better directed discussions, problem-solving Assessing, designing, and improving processes Creating truly global processes

* Fox ITs experience


Who Is Using ITIL Real World Examples

CORPORATECORPORATEProcter & GambleProcter & Gamble

Capital OneCapital OneBoeingBoeing

British PetroleumBritish Petroleum

GOVERNMENTGOVERNMENTUS ArmyUS ArmyUS NavyUS Navy

IRSIRS

MAJOR SOFTWAREMAJOR SOFTWAREMicrosoftMicrosoft

HPHP

SUPPORT SOFTWARESUPPORT SOFTWARECACA

RemedyRemedyBMCBMC

and 8,000 more certified professionals each yearand 8,000 more certified professionals each year


Real World Examples - North America

Procter & Gamble Started 1999, $500M savings streamlined Help Desks Root cause analysis reduced Help Desk calls 10%

Caterpillar Applied ITIL to incident management for web services From meeting target response time of 30 minutes 60-

70% of the time to over 90% of the time Ontario Justice Enterprise Adopted in 1999 to manage growth, customer service Intense pressure to provide more efficient services Virtual service desk slash support costs by 40%


What we will cover

Introduction to ITIL Why and how organizations are adopting ITILMapping ITIL to the PMBOK Getting started with ITIL


ITIL = IT Service, PMBOK = Project Management

Project Management The application of knowledge, skills, tools, and

techniques to project activities in order to meet or exceed stakeholder needs and expectations

Focus is projects: temporary endeavor undertaken to create a unique product or service - PMBOK guide 2000

IT Service Management Ensuring live IT services are, matched to user and

business needs as they evolve Focus is operations: ongoing and repetitive

Both provide, for their domain: Body of Knowledge and code of best practice Common framework for management practices Common view of how management processes interact


ITIL and the PMBOK - Compared

Techniques ITIL and the PMBOK share techniques and tools, and

each features tools useful in the others domain Both espouse tools and techniques created elsewhere

Certification Both have introductory and advanced certifications

(CAPM/Foundations, PMP/Managers) ITIL includes intermediate (Practitioners) as well PMI certifications have strong education/experience

requirements, unlike ITIL certifications


ITIL and the PMBOK - Similarities

Publication and revision Both created and revised by international practitioners Both had first elements published in late 80s

Objectives Both aim at professionalizing their field Both aim at addressing a pain point in organizations We dont need the overhead/havent budgeted for

project/service management; just do the work Both provide reference guidance, common language Both are descriptive versus prescriptive or normative



Both generally accepted as Best Practice Both have grown to global acceptance, standards Both cover an emerging profession Both feature education and certification Both recognize the key role of people and culture Both include many of the same elements, applied to

different domains



Both are properly construed as hygienic disciplines Both are scalable and adaptable Both emphasize knowing context, value of integration Both espouse the utility of a framework to organize Both focus on process, descriptive process specification Both have a user group


ITIL and the PMBOK - Differences

ITIL focus is IT, PMBOK applicable to any domain PM addresses any management domain that requires

management of temporary endeavor The PMBOK emphasizes the individual professional,

ITIL does not The PMBOK has explicit Code of Ethics;

ITIL does not ITILs normative guidance is implied,

embedded, not explicitly codified assuch, although the spirit is there ITILemphasizes capability maturity, PMBOK does not


ITIL and the PMBOK Knowledge Areas

Generally, ITIL subordinates topics covered in knowledge areas under processes,

The object of each operations, not projects

SubordinatedRiskNot covered; supplier management similarProcurementQuality approach and standardsQualitySubordinated; coverage in Planning to ImplementCommunicationsSubordinated; especially covered in Service DeskHuman ResourcesSubordinated; Incident, problem, Change, ReleaseTimeFinancial Management for IT ServicesCostSubordinatedScopeSubordinatedIntegration


ITIL and the PMBOK Intersect points

ITIL implementation (Continuous Service Improvement Projects) Plans/project elements within each process Capacity, Change, Configuration, Availability Management, etc.

Project selection Change Management Project versus operational change control CCB (Change Control Board) like

Change Advisory Board (CAB) Configuration Management Project vs. operational configuration items

Release Management Production Acceptance


ITIL and the PMBOK Intersect points

Projects are conducted in Operations Baseline projects (within the work of the organization) Care and feeding of the infrastructure For example, project to address backups going

outside of allocated window, project to address the way disk space is cut on servers

Support for strategic projects coming from development Infrastructure capability Applications Now, services


What we will cover

Introduction to ITIL Why and how organizations are adopting ITIL Mapping ITIL to the PMBOKGetting started with ITIL


Getting Started With ITILBegin by understanding the ITIL industry

ConsultingServices

Training &Certification

Tools

Resources

User Group

Adopters

ITILPublications


Getting Started With ITILRead the ITIL publications

Other publications:Other publications:

itSMF ITIL Pocket GuideitSMF ITIL Pocket Guide ITIL Service Support and ITIL Service Support and Delivery in capsule form Delivery in capsule form

ITIL Security ManagementITIL Security Management Other ITIL publications refer to Other ITIL publications refer to it, rather than include, its it, rather than include, its guidanceguidance

Service Support

Service Delivery

Infrastructure Management

Application Management

Planning to Implement

The Business Perspective


Getting Started With ITIL Check out ITSM-related tools

Look for ITIL/ITSM language and functionality in vendor tools

See the ITIL Tooling Page for matrices of service, application, and infrastructure management tools and their levels of ITIL compliance


Getting Started With ITILJoin the itSMF

IT Service Management Forum The independent forum for

ITIL users since in 1991 Promotes exchange of

information and experience to help IT Service Providers manage IT service delivery

Chapters around the worldUSA, Europe, Africa, Australia, and Asia

Growing number of US Local Interest Groups (LIGs)see www.itsmf.com

itSMF


Getting Started With ITILGet ITIL training and certification

Deeper understanding of all ten ITIL processes and the Service Desk Function. Foundation certificate is a prerequisite

Deep understanding of oneITIL process. Foundation certificate is a prerequisite

Basic understanding of the ten ITIL Service Delivery and Service Support processes and the Service Desk function

2-3 week training, 2x3-hour essay style exams

2-3 day training,2 hour essay style exam

2-3 day training,1 hour multiple choice exam

Masters

Practitioner

Foundation


Getting Started With ITILCheck out ITSM-related resources

Websites Job aids Service Management publications Associations and conferences Whitepapers and operations guides Professional services and specialized products


Getting Started With ITILConsider applying ITIL processes to projects

Service Desk function Incident Management Problem Management Change Management Release Management Configuration

Management

Capacity Management Availability Management Service Level

Management Financial Management

for IT Services IT Service Continuity

Management


Getting Started With ITILMake your projects operations and service aware

The target of projects in IT has changed to include not just applications and infrastructure, but services

Applications and Infrastructure capability development projects must be operationally aware as they must eventually live in operations

IT projects have (or should have) a fundamentally different content in all phases when the target of project effort is a service rather than application or infrastructure

ITIL can help you understand anddesign awareness into your project process to help you ensure youllhave operations and serviceaware deliverables


Getting Started With ITILConsider techniques included in ITIL for projects

1. Active Listening2. ARCI Matrices3. Balanced Scorecard4. Brainstorming5. Case-based Reasoning6. CFIA7. CRAMM8. CSFs9. Flowcharts10. FTA11. GQM12. Ishikawa

13. ITAMM14. Kepner & Tregoe Analysis15. Kotter 8 Steps16. KPIs17. Plan Do Check Act (Deming)18. Process Maps - Assortment19. SLAM Charts20. SMART21. SOA22. SWOT23. Theory of Constraints24. TOP


Getting Started With ITILDevelop a plan to implement

Develop a business case for ITIL Learn/use ITIL processes, language, techniques Assess ITIL maturity Implement process design and improvement as a

program and a set of projects with clear ROI Include robust organizational

change/communication Expect and effect change at the

individual, team, organizationallevels


Polling Question 2: Now that youve heard of ITIL, what will you do with it?

Nothing this doesnt apply to me or my organization Nothing while this is applicable, I have other fish to fry Check it out look at the online resources, etc. Go to a ITIL Essentials class, or send someone else Personally jump in with both feet I need this stuff Consider training, adoption for my organization


Session Summary

Introduction to ITIL Why and how organizations are adopting ITIL Mapping ITIL to the PMBOK Getting started with ITIL


Call to Action

Study and apply ITIL Service Management principles Determine you capabilities and invest in professional

development along each phase of the services lifecycle Apply essential ITIL concepts in your everyday work Visit http://us.foxit.net to learn more about ITIL and to

access resources and updates, including: Introductory and implementation presentations Whitepapers, articles, annotated bibliographies, Consulting and education services overview Links to key resources

To consider implementing ITIL in your organization, contact Fox IT at (215) 233-1205 or [email protected]


For More Information

IT Service Management http://us.foxit.net/about_service_management

ITIL http://www.itil.co.uk

MOF http://www.microsoft.com/mof

HP ITSM Reference Model http://www.hp.com/hps/itsm

Service Management Tools http://tools.itsmportal.net/

IT Service Management Forum (itSMF) USA www.itsmf.net


Questions and Answers

David PultorakPresident

Fox IT, LLC9335 Stenton AvenueSuite 100Erdenheim, PA 19038

(215) 233-1205

[email protected]

http://us.foxit.net

itil & pmbok

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