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ITIL and Software Development Rudy Stubler November 13, 2008
Who Am I? 23 Years in IT 6 spent in ITSM / ITIL
Co-Founder & past President Multiple Certifications (www.itsmfusa.org / www.gllig.org) Manager, IT Service Management
Rudy Stubler - GL-SPIN - Nov 13, 2008
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Agenda • ITIL – What is it – – – –
IT Service Management Brief History of ITIL ITIL V3 Processes and Services
• SDLC and ITIL Life Cycle Approach • Q&A Rudy Stubler - GL-SPIN - Nov 13, 2008
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Global Service Maturity
Most Companies are Here
We need to implement IT Service Management (ITSM)…
… to enable delivery of global shared services
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IT Service Management and ITIL “IT Service Management (ITSM) is the collective behaviors, competencies, processes, management systems, and technologies that drive the IT organization’s ability to deliver desirable and predictable results.” Gartner, 2005 “IT Infrastructure Library (ITIL) is an industry leading best practice ‘framework’ used by organizations worldwide as a guidance to establish and improve ITSM capabilities” ITIL V3, 2007
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IT Service Management Capabilities THE BUSINESS Business Services Business Facing Services (e.g. Applications, PCs, Audio) Technology Services (e.g. server hosting, connectivity, database) Organization
Integrated Processes
Policies HR
People
Purchasing
Roles
Finance
Functions
Sourcing
Partners
Legal Etc..
Technology & Tools
THE INFRASTRUCTURE Rudy Stubler - GL-SPIN - Nov 13, 2008
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ITIL History ITIL provides best practice guidance on how to manage ITSM capabilities
1989 - Mid 90’s ITIL V1
Mid 90’s -2007
2007+
46 Books
7 Books
5 Books
“Support the Business”
“Align to the Business”
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“Integrate with the Business”
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ITIL V3 Overview
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The ITIL V3 Library
Service Strategy – define the market, manage your service portfolio Service Design – design the services, manage the service catalog Service Transition – build the services Service Operations – operate the services, manage the service quality Continual Service Improvement – improve the services
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ITIL V3 Service Life Cycle & Processes
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What is a Service?
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The Capability of the Services is directly dependent upon the Maturity of the Processes
Services
Service Capability
As the Processes Mature, the Service Capability will Increase
Service Capability
Process Maturity
Process Maturity
Services are Dependant upon the Processes
Processes
Processes Rudy Stubler - GL-SPIN - Nov 13, 2008
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Software Development / ITIL Processes Initiate
Service Strategy
Analyze
Design
Service Design
Develop
Service Transition
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Implement
Operate
Service Operations
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Initiate Service Strategy Initiate
ITIL Processes Demand Management Portfolio Management IT Financial Management
Service Strategy
DELIVERABLE: SERVICE DEFINITION
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Portfolio Management
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Analysis & Design Service Design Analyze
Design
ITIL Processes Service Level Management Availability Management Capacity Management Continuity Management Security Management Catalog Management
Service Design
DELIVERABLE: SERVICE DESIGN PACKAGE Rudy Stubler - GL-SPIN - Nov 13, 2008
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Service Level Management CUSTOMER NEEDS
SLA
PERFORMANCE
SATISFACTION
IT Service IT Systems IT Systems IT Systems IT Systems
OLA INTERNAL SUPPLIERS
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UC EXTERNAL SUPPLIERS & MAINTAINERS
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Develop & Implement Service Transition Develop
Implement
ITIL Processes (V2) Change Management Release Management Knowledge Management Configuration Management
Service Transition
DELIVERABLE: PRODUCTION APPLICATION
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Change Management C h a n g e M a n a g e m e n t
Monitoring and Planning
Registration and Classification
C Build
Approval
A Authorization and Implementation
Test
B
Evaluation (PIR)
Implement
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P r o j e c t M a n a g e m e n t
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Release Management Development Environment
Controlled Test Environment
Live Environment
RELEASE MANAGEMENT Release Policy
Design & Build & Fit-ForRelease Develop, Or Order Configure Release Roll-Out Purpose Planning & Purchase The The Acceptance Planning Testing Software Release
Training
Distribution & Installation
Communication & Preparation
Configuration Management Database (CMDB)
Definitive Software Library (DSL)
Definitive Hardware Store (DHS)
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Operate Operate Operate
ITIL Processes Event Management Incident Management Request Management Problem Management
Service Operations
DELIVERABLE: OPERATING SERVICE
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Relationship Between Incident, Problem & Change Management Incident Management X X
X
X
X
X X
X
X
X
X
X
X
X
} } } }
Incident X Matching
X
Problem Management
Problem
Problem Evolves Into Known Error
Known Error
Root Cause Found
CI at Fault Work-Around Change Management
Request For Change Change Management
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The Efficiency and Effectiveness Funnel INCIDENTS INCIDENTS
INCIDENTS INCIDENTS
INCIDENTS
1st Level Support Nth Level Support
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The Efficiency and Effectiveness Funnel INCIDENTS INCIDENTS
INCIDENTS INCIDENTS
INCIDENTS
1st Level Support Nth Level Support
Incident Management Knowledge Management
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The Efficiency and Effectiveness Funnel INCIDENTS INCIDENTS
INCIDENTS
INCIDENTS
Problem Management
1st Level Support Nth Level Support
Incident Management
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The Efficiency and Effectiveness Funnel INCIDENTS INCIDENTS
INCIDENTS
Change Management Problem Management
1st Level Support Nth Level Support
Incident Management
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The Efficiency and Effectiveness Funnel INCIDENTS
INCIDENTS
Release Management Change Management Problem Management
1st Level Support Nth Level Support
Incident Management
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The Efficiency and Effectiveness Funnel
Release Management Change Management Problem Management
1st Level Support Nth Level Support
Incident Management
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ITIL Continual Service Improvement SDLC?
ITIL Processes Service Measurement Service Reporting Service Improvement
DELIVERABLE: SERVICE IMPROVEMENT PROJECTS Continual Service Improveme nt Rudy Stubler - GL-SPIN - Nov 13, 2008
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Common Pitfalls
The Paper Chase
ITIL For The Sake Of ITIL
The Great Tool Hunt
ITIL To The Letter
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Questions Email me at:
[email protected] Or visit: www.gllig.org
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