Making the Move to ITIL

1. Making the Move to ITIL WIIFM Sept 20, 2011

2. ITIL • Information Technology Infrastructure Library • 1980 • Office of Government Commerce, Great Britain • Common sense approach to IT service management • Not a project management methodology • Must be integrated with project management

3. Alignment & Business Case "You've got to be very careful if you don't know where you're going, because you might not get there." Yogi Berra

4. ITIL Elements • Service strategy • Service design • Service transition • Service operation • Continual improvement • Kaizen • Lifecycle quality control • Plan-Do-Check-Act

5. Service Strategy • Assessment • Decisions • Match need to capability • Fitness for purpose and use [Quality] • Opportunities • Service portfolio • Outsourcing • ROI

6. Service Design • Value • Design • Requirements & traceability • Delivery • Service catalog management • Service level management • Capacity management • Availability • Continuity, Security, Supplier

7. Service Transition • Planning • Change management • Configuration management • Release & deployment • Validation & testing

8. System Failure Service Operation • Business value – meet requirements • Problem management • Incident management • Fulfillment • Access management • Monitor & control • Application management • Service operation & project management

9. Continual Service Improvement • Constantly creating and maintain value for customers • Small incremental improvement • Benefits • Kaizen & Ishikawa

10. Lifecycle Quality Control • Plan-Do-Check-Act • Deming Cycle • Foundation of the quality movement & Six Sigma • Define-Measure-Analyze-Improve-Control (DMAIC)

11. Leverage ITIL • Business project structure focused on the customer • Timing • Cultural realignment • Adapt best practices Noah didn’t start working on his ark when it first started raining!

12. Value to the Business • Improved productivity & service quality • Responsive, consistent, measurable IT services • Improved IT & business alignment • Reduced costs • Predict customer needs • Increased process efficiencies

13. Value to Project Manager • Clear the fog in the front end • Everyone gets on board • Sponsor stays tuned in asking to help • Integrated accountability

14. IT Project Benefits • Clear understanding of strategy moving forward • Standardized approach • Teaming • Clear understanding of the end state • Improved governance

15. Challenges

16. Starting Point • Internal objective assessment • Define the gaps • Set the course • Develop a measured plan • Team approach • Improvise, Adapt, Overcome

17. Low Hanging Fruit – Quick Wins

18. Implementation • How do you eat an elephant? • Check your terminology • Think systems integration • Choose the simplest path • Complete an element then • Determine what to do next • Keep moving

19. Maturity • Continuous maturity assessment • Incremental process improvements

20. Is ITIL Right for All Companies? • Environment, position, value

21. “It is not necessary to change. Survival is not mandatory.”W. Edwards Deming

22. www.vbpm.org Mike Beard, PMP CLP ITIL CSM 714-357-6766 mikebeard@vbpm.org Eliminating the Waste and Confusion™