Service Management ITIL Refresh: ITIL 4 framework supports our IT reality

1. Service Management ITIL Refresh: ITIL 4 framework supports our IT reality August 8, 2019 Leetza Pegg UW-IT Service Management Office lrpegg@uw.edu

2. About Me • Business Analyst in the UW-IT Service Management Office • My UW career • Came to UW-IT in 2015, but... • First job was in 1988! Student employee in the architecture library. Microfiche was a big thing! • Previously worked for ServiceNow and a number of ITSM software vendors • And my own shameless dog plug

3. About you: Show of Hands…. • Who is familiar with ITIL/IT Service Management? • Who has had ITIL training (overview, Foundations)? • Who works for a department that has implemented ITIL practices?

4. Agenda • IT Service Management (ITSM) and ITIL • ITIL 4 Highlights • How it Comes Together • What’s Next

5. IT Service Management & ITIL

6. For those new to the concepts…. • What is IT Service Management (ITSM)? • Implementation and management of quality IT services that meet the needs of the business • Carried out by IT service providers through an appropriate mix of people, process, partners, and information technology • Is that the same thing as ITIL? • Though often used interchangeably, ITIL is a framework for approaching ITSM • It is the most widely-adopted ITSM framework and is recognized globally • What is ITIL 4? • Since 2007 have been on ITIL v3 • ITIL 4 is the substantial update released earlier this year • Better reflects the evolution and maturity of the IT industry itself

7. Why a new ITIL? • Businesses have changed • As has IT’s role within them • Most are in the technology business...even if they don’t think of it that way! • IT has changed • From traditional to hybrid cloud • New practices have emerged • E.g., DevOps, Lean and Agile

8. A Conceptual Shift…. • Adapt and customize Service Management for your org’s needs • Use guiding principles to guide decision making • Apply governance for direction and control • Co-create value with stakeholders based on opportunity and demand through use of services and products • Break down silos and embrace collaboration • Leverage complementary frameworks and “Practices:” e.g., Org Change, Project Management, Agile, DevOps, Enterprise Architecture, LEAN... • Increase process automationand outcome delivery

9. Why We Think ITIL 4 Just Makes Sense • Focuses on making value-driven decisions, not implementing “process for process’ sake” • Better emphasizes the crucial roles of people and technology, by focusing on practices (comprising people, process, partners, and technology) • Paints a better picture of how ITIL and frameworks (e.g., DevOps, PMBOK, Lean) “play” together , without seeking to reinvent the wheel

10. The ITIL Highlight Reel…..

11. Seven Guiding Principles • Focus on value • Start where you are • Progress iteratively with feedback • Collaborate and promote visibility • Think and work holistically • Keep it simple and practical • Optimize and automate Core to ITIL 4, these common-sense principles provide guidance for sound decision-making

12. The Service Value System - focusing on value-driven decisions

13. Service Value System

14. Service Value Chain (SVC) operating model for the creation, delivery and ongoing improvement of services

15. SVC Example: Accessible Technologies Design & TransitionUW-IT works with the vendor’s product designers to help them make accessible decision choices. Obtain/buildThe vendor builds improvements into the product. Deliver & SupportThe vendor incorporates improvements into their software releases. Products & ServicesThe UW-IT Service team leverages the improvements to inform which products and services are released at UW. ValueTheUW community receives accessible products with an improved user experience. ImproveBecause products are continuously evolving and vendor staff naturally turn over, continued engagement and continual improvement is essential to maintain priority among competing priorities. DemandUniversity of Washington (UW) and the State of Washington require accessible products. When products are inaccessible, a roadmap that details how and when they will become accessible is required. EngageThe UW-IT AT team confirms that a product is inaccessible and engages the UW-IT Service Owner (SO). The SO serves as a liaison, coordinating efforts with the AT team, a service team subject matter expert, and the vendor. The SO escalates the issue by engaging with the vendor, finding the people accountable for improvements who can confirm commitment and allocate resources. PlanThe AT team works with the SO to develop an improvement plan. The plan may include confirming executive level sponsorship for the improvements, in-person vendor trainings, working sessions, testing, and maintaining a backlog of improvement issues to ensure steady progress.

16. New to ITIL - “Management Practice” • ITIL 4 introduces the concept of “management practices” as a means of organizing ITSM capabilities • Definition: a set of organizational resources designed for performing work or accomplishing an objective • Scope: processes, people, technology, and partners (i.e., the four dimensions) • They are sets of capabilities, and don’t necessarily map to an org chart structure • For those previously versed in ITIL, most of the practices should look familiar……...

17. The Four Dimensions of Service Management emphasizing the crucial roles of people and technology • Organizations and people • Information and technology • Partners and suppliers • Value streams and processes

18. The 34 ITIL Practices

19. What happened to those ITIL v3 Processes? They’re still there!! They’re still key. • Previously, ITIL emphasized the processes, called out some functions, and touched on aspects such as org change, supplier management • ITIL 4 shifts to a practice focus; processes are “simply” one of four dimensions • Better reflects the diverse and dynamic nature of today’s IT landscape, .e.g: • Organizational change is now a practice - part of the Organizations & People dimension • Partners & Suppliers are more heavily emphasized, and with a stand-alone dimension • Information & Technology is a stand-alone dimension

20. ITIL is Not Adopted in a Vacuum

21. It’s not Either/Or... it’s And... it’s How examples of ITIL and other industry norms coming together • The org that has emphasizes a DevOps mindset as part of its guiding principles will use that to shape its Change Control, Release, and Deployment Management practices • The Project Management practice that uses PMBOK standards to establish its approach to waterfall projects, yet employs the Agile Scrum methodology to manage deployment activities • The Organizational Development practice that is versed in the Prosci methodology, and consults with other practices, emphasizing the Organizations and people dimension • The Security Management practice that strives to follow the ISO/IEC 27002 code of practice • The Continual Improvement Management practice that uses Lean IT principles to make small, iterative changes to improve customer service

22. What’s Next?

23. What We’re Doing in UW-IT • We’ve made a few small changes • ITIL Foundations training will be done on ITIL 4 • For those already certified, developing ITIL 4 Overview sessions to highlight deltas • Shifting from a process to practice mindset • Tweaked some v3 process names to reflect ITIL 4 names • Change Management becomes Change Control • Request Fulfillment becomes Service Request Management • Next steps are being planned (via a minor project) • Focus on the value chain (e.g., UW-IT case studies, aids) • Some service management team members attending deeper dive training

24. Where You Might Start • UW-IT Fall Quarter ITIL 4 Overview Training • ITIL 4 Certification Training • Fill out a Service Management Training request form, or email help@uw.edu with “ITIL Training” in the subject line

25. Thank you!!! Questions?