itil: state of the nation
TRANSCRIPT
![Page 1: ITIL: State of the Nation](https://reader031.vdocuments.net/reader031/viewer/2022020200/55d50540bb61eb55338b4588/html5/thumbnails/1.jpg)
Patrick BolgerChief Marketing Officer
ITIL ITIL -- State of the NationState of the NationInternational survey on ITIL adoptionInternational survey on ITIL adoption
Patrick BolgerPatrick BolgerChief Marketing OfficerChief Marketing Officer
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Agenda
• My background
• ITIL – State of the Nation Research
• Planning your ITSM Journey
• Changing the perception of IT
• How technology can help
• Moving beyond ‘small circle’ ITIL
• Q&A
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My background
• Technical background
• Managed a service desk at British Telecom
• Appointed Technical Services Director at IDS
• Joined Hornbill as VP Sales & Marketing in 1998
– Chief Marketing Officer in 2007
• On the Board of a number of industry groups
• Co-authored “How to do Release Management” for itSMF UK
• Seen hundreds of Service Desk implementations
• Mentoring customers to get the most from their ITSM initiatives
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ITIL v2 & v3
ITIL: State of the nation 2009International survey on ITIL adoption
Whitepaper authors:
Patrick Bolger, Hornbill
Ken Turbitt, SMCG Ltd
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Survey demographics
• 784 Surveyed – 514 Fully completed
• 50% UK, 38% USA, 12% ROW
• 96% Management functions, including
13% at CIO level
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Survey demographics – Organization size
• Wide range of organizations
• Majority were enterprise 10,000+ employees
• ITIL has appeal with small to medium sized
businesses - 25% <1,000 employees
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Top drivers for adopting ITIL
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Greatest challenges when adopting ITIL
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ITIL – v2 or v3
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ITIL v2 adopters
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ITIL v2 adopters
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ITIL v3 adopters
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ITIL v3 adopters
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ITIL v3 adopters
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Benefits realized (v2 and v3)
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Benefits Sought vs. Realized
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IT relationship with business executives
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Maturity Levels – ITIL v2 and v3
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ITIL: State of the Nation - Survey Highlights
ITIL v2 Adopters
• Large number (30%) adopted v2 in the last 2 years (since v3 release)
• Majority (52%) sticking with v2 for now
• Intend to mature v2 processes before considering v3
ITIL v3 Adopters
• Although the Lifecycle approach is the top driver, it is not being implemented
• Cherry-picking of processes still evident
• Mainly popular v2 processes being upgraded
Business planning and engagement
• Getting better, but substantial room for improvement
• We need to get out more…
• Adjust the mindset from Servers to Services
Overall ITIL (v2 & v3) Maturity levels still quite low
• Only 32% reasonably high to very high levels of maturity
• 68% medium to low levels of maturity
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Planning any journey
Destination
Start
Stage 1 Stage 2 Stage 3 Stage 4
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Identifying your starting point
Technology Focus
Customer Focus
Business Focus
Value Network Focus
Low
High
Role of IT in the Organization
Infl
ue
nce
on
th
e B
usin
ess
Service Focus
ITIL v2 Books – Planning to implement Service Management
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The Focus of IT
IT customers are the customer of the organization
IT is perceived as an internal business partner
IT has a single strategy and is focused on the
customer, but is perceived as an external supplier
IT focused on integration and delivery of end-to-end
IT services (business solutions)
IT focused on technology. Infrastructure and
applications treated as separate and largely
unrelated domains
Technology Focus
Service Focus
Business Focus
Value Focus
Customer Focus
Source: Pink Elephant, Cultural readiness for ITSM
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Characteristics
• Business revenue is directly generated by the sale of IT Services to external
customers
• IT based services and their digital transactions are perceived to be integral and
synonymous with the business processes they support
• Market share and stock price are influenced by the market’s perception of the
quality and stability of IT capability.
• IT Executives are part of the strategic business planning processes
• The CIO has oversight and responsibility for other departments outside of traditional
IT function (e.g.. facilities, processing, fleet mgmt.)
• IT measures it success in terms of business transactional volume / availability
• IT Services are understood to support the business process
• The IT organization is understood to be an enterprise function made up of both
internal and external suppliers
• Enterprise governance is mature enough to enforce standards across all IT groups
• IT is taking and fulfilling orders from its business customer
• Shared Services Organizations are establishing common services and processes
• Service level agreements are based on services rather than technology
• IT Services are typically defined as infrastructure and user based services
• IT Domains / Depts. (Database, Servers, Desktop, etc..)
• IT Operations
• Infrastructure Organizations
• Network Technology Silos
Application vs. Infrastructure
IT Supports The Line
IT IS The Line
IT Service Provider
Technology Focus
Service Focus
Business Focus
Value Focus
Customer Focus
Source: Pink Elephant, Cultural readiness for ITSM
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ITIL v3 Processes mapped to focus
• Service Strategy
• Service Portfolio Management
• Financial Management (costing and charging)
• IT Service Continuity Management
• Demand Management
• Transition Planning and Support
• Service Portfolio Management (CSI Focused)
• Financial Management (service based costing)
• SLM (Business Relationship Management)
• Service Catalog Management (business customer focused)
• Capacity & Availability Management
• Enterprise IT Supplier Management
• Knowledge Management
• Service Portfolio Management (Project Focused)
• Service Level Management (SLA & OLA)
• Release & Deployment Management (SVT & Evaluation)
• Service Asset & Configuration Management
• Problem Management (Proactive)
• Information Security Management
• Request Fulfillment / Event Management
• Service Catalog Management (IT & user focused)
• Service Desk
• Incident Management
• Problem Management (Root Cause Analysis – Reactive)
• Change Management
• Access Management
• Logical and Physical Device Security
• Capacity, Availability, Event (component / domain)
Technology Focus
Service Focus
Business Focus
Value Focus
Customer Focus
Source: Pink Elephant, Cultural readiness for ITSM
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The reality of ITIL Adoption
Technology Focus
Customer Focus
Business Focus
Value Network Focus
Low
High
Role of IT in the Organization
Infl
ue
nce
on
th
e B
usin
ess
Service FocusITILv2
ITILv3
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A Bite-Size approach to ITIL makes sense
Market experience shows it works
• Increase service quality
• Improve customer satisfaction
• Increase IT efficiency
• Financial return
Successful adopters keep it simple
• Focus on the Service Desk – IT’s ‘shop window’
• Introduce a service culture
• Use the most commonly adopted ITIL processes
• Deliver quick wins
• Prove ITIL is beneficial to your organization
• Plan the next steps in your Journey
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Remember the top drivers for adoption
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The IT Crowd – Truest Moment Ever
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Perception is Reality
• How we see ourselves is not
always how our customers see
us
• How we are perceived by our
customers?
• How to they perceive the
services we provide?
• Can we identify priority
services for each customer?
• How well do we keep
customers informed?
• Are we communicating in their
language?
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The way it is…The way it should be…
Effort
Priority
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ITSM needs the Human Touch
Although Process and Technology are important,
remember that People…
• report incidents to the Service Desk
• participate in Service Review Meetings
• respond to the Service Delivery Manager
• review trends on service performance
• take ownership of issues impacting service
• take action to avoid service degradations
• identify the metrics that are meaningful
• establish the baselines for service quality
• coach staff on performance to goals
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ITSM needs the Human Touch
Service Desk tools
can promote the Human Touch
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How tools can promote the Human Touch
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Breaking through the glass ceiling
Bite Size ITIL
Beyond Bite Size
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We look to ITIL to reduce IT pain
• Never enough resource
• Constantly fire-fighting
• Difficulty prioritizing calls
• No policy for incident reduction
• Same issues resolved again and again
• No time to look at common trends
• New services ‘chucked over the fence’
• Inadequate testing before deployment
• Knowledge in people’s heads
• Poor communication with customers
• Customers have no visibility of issues
• Loose Service Level Agreements
• Metrics of little business value
• Hard to measure improvements
• Service Desk staff don’t know enough
about the business or the customer
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Why are we failing to go further?
ITIL is an effective pain killer
• There is a real need for anything that helps
• Good for what ails you
• Works and is seen to work
• We see huge improvements when it is first administered
However…
• It doesn’t remove the true cause of pain
• Masks the symptoms of pain and impedes diagnosis
• Used unwisely and unselectively
• Addictive and un-monitored
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A tonic with familiar ingredients
Service Desk
Incident
Problem
Change
Release
Configuration
Availability
Service Level
Management Invest
Improve
Core processes make up a solid, logical
small circle that is…
– Easily understood
– Can be supported by tools
– Little need to engage the business
SLAs
Catalog
CMDB
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Small Circle ITIL
Simply
improves
the
Painkiller
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What are we treating?
• Never enough resource
• Constantly fire-fighting
• Difficulty prioritizing calls
• No policy for incident reduction
• Same issues resolved again and again
• No time to look at common trends
• New services ‘chucked over the fence’
• Inadequate testing before deployment
• Knowledge in people’s heads
• Poor communication with customers
• Customers have no visibility of issues
• Loose Service Level Agreements
• Metrics of little business value
• Hard to measure improvements
• Service Desk staff don’t know enough
about the business or the customer
• Lack of Business/IT planning
• IT Metrics of little business value
• No financial transparency
• No capacity planning
• Inadequate testing
• No acceptance criteria
• Insufficient communication and management of customer expectations
• Little training (users, support…)
• Loose Service Level Agreements
The Pain Not the Cause
All addressed by Service Design
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Service Design enables us to consider…
• Infrastructure
• Application
• Processes
• Training
• Testing
• Deployment
• Acceptance
• Suppliers
• Projects
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Service Design helps to avoid…
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The cost if you do nothing
• Lost opportunities to improve
service and reduce end to end
service costs
• Continuation of ‘surprises’ to
service organization and users
• Continuation of unavoidable
costs
• Prevention is better (and far cheaper) than cure
• Small circle ITIL
– Is a sensible starting point
– Will provide initial relief from the symptoms of pain
– But it’s not a long-term treatment strategy
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Avoid the most common mistake
Bite Size ITIL
Beyond Bite Size
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Sources
• ITIL State of the nation (download)
http://www.hornbill.com/itilstate
• ITIL V3 – The opium of ITSM
Kevin Holland & Brenda Peery
• Cultural Readiness for ITSM
Pink Elephant
• Service Management with the Human Touch (download)
http://www.hornbill.com/newswire/temp/HTmailerregform/
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The Question Process
Questions?Answer
Known
Provide
Answer
Move to
Next slide
Thank
Audience
State that time
has run out
Y Y
NN
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Thank You
Thank You for attending this session
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Email: Email: [email protected]@hornbill.com
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Patrick BolgerChief Marketing Officer