AWIPS and ITIL Implementation

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2. 2 How Does ITIL Contribute to Program Success NWS Mission Objectives, as stated the AWIPS Statement of Objectives (SOO) lent themselves to an approach consistent with ITIL AWIPS Operations and Maintenance is made more efficient and less risk- prone through accordance with ITIL principles

3. 3 Introducing ITIL Within the AWIPS PMO Visible Management Commitment Championed by AWIPS Program Manager and leadership team Comprehensive understanding of cost and benefit Supportive Customer ITIL focused on improving mission support Training and Communication Foundations training for key personnel Ongoing communication All hands meetings and Special-topic briefings Project-wide Posters; Badge Tags and Email campaign Dedicated ITIL Manager Full-time Certified ITIL Service Manager, PMP Baseline and Benchmarks Participation in APQC IT Benchmarking Study Additional industry standard benchmarks

4. 4 Introducing ITIL Within the AWIPS PMO ITIL Gap Analysis Questionnaires, interviews, documentation search, observation Results indicate AWIPS Concept of Operations supports majority of ITIL best practice Customer outcomes drive service offerings Strong, positive relationship with customer Well-established communication channels Governance in place ensures service quality Continuous improvement mechanisms implemented

5. 5 Phase I: Current-State Assessment and Gap Analysis Completed July 2007. AWIPS Service delivery process is fairly well-aligned with ITIL guidelines. Specific process improvement activities identified Phase II: Establish and Develop Completion May 2008. Enhancements, improvements and upgrades to attain compliance Phase III: Implementation Phased approach. Formal staff communication and training Completion May 2008 Phase IV: Monitor and Evaluate Ongoing Phase V: Continuous Improvement Ongoing. Service Improvement projects rolled into ISO 20000 continuous improvement plan ISO 20000 Certification Completion third quarter 2008 AWIPS ITIL Initiative Summary

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7. 7 What to Know Before Launching the Initiative

8. 8 Essential Components For Success Understanding the customer Deliver value to customers by facilitating outcomes they want to achieve Form and sustain a partnership with your customer, constituents, or stakeholders ITIL Initiative must be managed as a project Right-skilled Project Manager Project Management Skills ITIL Knowledge Project Plan Budget Resources Schedule Risk and Opportunity Management Prepare for unexpected developments along the way Changes in customer requirements, ITIL versions, organizational directions Unknown unknowns

9. 9 Essential Components For Success Communicate early and often Visible Management commitment IT Service Management policy and objectives Short term goals and progress against goals How all employee�s tasking contributes to the service delivery goals Celebrate achievement Educate entire staff �ITIL speak� Service orientation Use appropriate external courses Raise awareness of need for continual improvement Train all personnel in improvement process Reward improvements

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