socitmSociety of Information Technology Management: socitm Society of Information Technology Management 25th November 2004


ITIL – Best practice for e-Government ?: ITIL – Best practice for e-Government ? Ken Turbitt Strategic Business and Marketing Manager


Who is Ken Turbitt?: Who is Ken Turbitt? Strategic Business & Marketing Manager, BMC 20 years in the IT industry 5 Years with Fujitsu/ICL, Head of IRM Services 5 Years with PWC, NMC Manager, Management Consultant MD of IT Services Consultancy Ltd ITIL Manager qualification Gartner TCO accredited Founder member of the IMIS “Outsourcing” SIG, since 1985 Member of British Computer Society


E-Government and our involvement: E-Government and our involvement Customer Service and Support (CSS) supplied to London Boroughs and Local Authorities Working with London Borough of Sutton on the “Encore” project Working with outsourcers who manage Government Departments IT (HMCE, Inland Revenue,Home Office etc) Adoption if OGC’s IT Infrastructure Library


Slide6: IT leaders need to measure the real ways they and their departments are adding value to the business, at every level. That they must be, fundamentally, business thinking people. “The proper Governance of companies will become as crucial to the world economy as the proper governing of countries” James D. Wolfensohn, President of the World Bank 1999 Key issue


Fundamental IT Challenge: Fundamental IT Challenge How can IT be more responsive to change, and at the same time, stabilize and protect the IT environment?


Number 1 cause of system outages is unmanaged change: Number 1 cause of system outages is unmanaged change Up to 80% of systems failures caused by unmanaged changes Even when managed, 20% of planned changes cause system outages due to lack of visibility to dependencies Unfortunately – IT can’t just stop making changes… AT&T System Snafu puts customers on hold botched upgrade cost thousands of new customers and an estimated $100 million in lost revenue. system problems were going to keep Hershey from delivering $100 million worth of Kisses and Jolly Ranchers for Halloween


What’s happening out there?: What’s happening out there? Cause: Application upgrade and integration to legacy system failed. Effect: Planes on the ground, lost revenue and confidence, chaos.


Frameworks and Methodologies : Frameworks and Methodologies CobiT – Control Objectives for Information and related Technology


Slide11: ITIL is copyright of OGC Library of books that documents best practices for IT service management ITIL is based on defining best-practice processes for IT service delivery and support. ITIL has a much narrower scope than CobiT because of its focus on IT service management, but it defines a more-comprehensive set of processes within that narrower field. ITIL is more-prescriptive about the tasks involved in those processes and, as such, its primary target audience is IT and service management. The IT Governance Institute (ITGI) recommends using CoBiT and ITIL


Why is ITIL important?: Why is ITIL important? Other professional disciplines have recognised standards GAAP, Generally Accepted Accounting Practices Chartered Insurance Institute, certificate of Insurance practice. British Standards Institute. Quality Management, ISO 9000 Information security, ISO 17799 ISSSP, Six Sigma, TQM eTom, Cobit


Why align with ITIL: Why align with ITIL Industry standards (Best practice) Ease of mobility Common understanding Ease of integration to other adherents May become auditable requirement 20+ years of proven success Why re-invent the wheel? More confidence Aligning with best practices to become world class ITIL Accreditation for people, applications BS Accreditation for service providers Help Desk was the 1st ITIL approved application by Pink Elephant (the only recognised approver) PinkVerify™


IT Service Management roadmap: 80 to 85% of I/T Shops are here. 100% of Business Users want IT to be here IT Service Management roadmap


Slide15: Gartner K. Brittain, S. Mingay Research Note What Is IT Infrastructure Library and Why Should I Care? “Effective IT service delivery and management demands repeatable and measurable processes. ITIL offers a public domain, nonproprietary framework for process and service management for heterogeneous environments. It brings with it a consistent, integrated approach and a vocabulary, which are valuable contributions to service management. “ However, it is only a framework, even though it is fairly broad. It requires a lot of additional detailed work on behalf of the implementer. Mature process organizations should use ITIL as a baseline assessment framework and to identify opportunities for improving their environments. Less-mature process organizations should consider using ITIL as their frameworks and starting points. Gartner Group supports ITIL


Aligning IT with the Business: Evolving to Business Service Management (BSM): Aligning IT with the Business: Evolving to Business Service Management (BSM) Business and IT leaders identify critical business services and define SLAs The service model enables you to map technology to business services Enterprise management solutions deliver robust monitoring and managing of infrastructure components IT service management solutions help you to manage the workflow around SLAs and optimize performance


The Service Desk: The Service Desk I have a problem How do I …? I need a new … Can somebody … Call Management


Integrate Knowledge Management: Monitoring / Event Management Integrate Knowledge Management Incident Management Incidents I have a problem How do I …? I need a new … Can somebody … Status / Events Changes Problem Control Root Causess Call Management Change Management


Integrate Configuration repository: Monitoring / Event Management Integrate Configuration repository Call Management Incident Management Incidents Service Requests IMAC Requests I have a problem How do I …? I need a new … Can somebody … Status / Events Change Management Changes Problem Control Root Causess Knowledge DB Knowledge Management Accurate configuration information Provides time savings of one hour per move. Reduces average call length of 17 minutes to 8 minutes Release Release Management


Apply Asset Management Best Practices: Monitoring / Event Management Apply Asset Management Best Practices Incident Management Knowledge DB Incidents Service Requests IMAC Requests Changes Problem Control Root Causess Status / Events CMDB Knowledge Management Reduce infrastructure costs by 15% (more to re-invest in maturity model) Call Management Change Management I have a problem How can I …? I need a new … Can I … Release Release Management


Enable Self-Service Capabilities: Monitoring / Event Management Self Service Incident Management Knowledge DB Incidents Product & Service Requisitioning / Retirement IMAC Requests Changes Problem Control Root Causess Password Reset Self Healing Status / Events CMDB Asset Repository Contracts Management Agreements Costs Cost Management Knowledge Management Asset Discovery Asset / Configuration Management Physical Inventory Web logging Web Requesting Call Management Change Management Web searching I have a problem How can I …? I need a new … Can I … Enable Self-Service Capabilities Reduce number of calls to Help desk by 30 % Release Release Management


IT Requisitioning: Monitoring / Event Management IT Requisitioning Self Service Incident Management Procurement / Receiving Knowledge DB Incidents Product & Service Requisitioning / Retirement IMAC Requests Changes Problem Control Root Causess Password Reset Self Healing Purchase Orders ERP soltuion Finance General Ledger Status / Events Supplier Processes Catalog of Products & Services E-Business Connectivity Configuration Asset Repository Lease Management Leases Costs Cost Management Knowledge Management Asset Discovery Asset / Configuration Management Physical Inventory Web logging Web Requesting Call Management Change Management Web Searching Release Release Management Reduce purchase and fulfilment cycles from 7.3 days to 2 days Reduce administration costs for orders from $107 to $30 per order. I have a problem How can I …? I need a new … Can I …


BMC solution: Monitoring / Event Management BMC solution Self Service Incident Management Procurement / Receiving Knowledge DB Incidents Product & Service Requisitioning / Retirement IMAC Requests Changes Problem Control Root Causess Password Reset Self Healing Purchase Orders SAP Finance General Ledger Status / Events Supplier Processes Catalog of Products & Services E-Business Connectivity Configuration Asset Repository Lease Management Leases Costs Cost Management Knowledge Management Asset Discovery Asset / Configuration Management Physical Inventory Web logging Web Requesting Call Management Change Management Web Searching I have a problem How can I …? I need a new … Can I … Release Release Management


Simplified Summary – Silo’ed Processes: Simplified Summary – Silo’ed Processes


Simplified Summary – Integrated Processes: Simplified Summary – Integrated Processes


First Steps from Meta Group…: First Steps from Meta Group… (re)establish the IT organisation's reputation and credibility. Near-term initiatives are: consolidating the installed base removing infrastructure and application redundancy increasing the velocity, range, and reach of information sharing. Longer-term initiatives are : developing a proactive strategy and planning process establishing an enterprise architecture programme management competency centres to create innovation programmes that can bring immediate business benefits. IT Service Management (ITIL) Business Service Management


Removing silos and joining the solutions: Removing silos and joining the solutions 80% of all outages are caused by unplanned or managed changes Best Practices are out there, use them, ITIL Stop working in perfect silos Create a Configuration Management Database as a central store for all Service Management activities Integrate External and Internal support for common resolutions


Questions?: Questions?