ME.2.3.pdf

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Implementing ITIL –
A Process Project
Approach
Management of IT: The Three Ps
• People
• Projects
Methods and Elements
• Processes
– Applications Development (CMM)
– Service Management (ITIL)
– Both (CobiT)
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Business PROCESS Management (BPM)
Goals of Business Process Management
•
What’s a Process? –
– “a complete end-to-end set of activities that
together create value.”
– Consistency and reliability
– Management of ENTIRE process (despite
functional boundaries)
– High quality
– Efficiency
– Speed
– Continuous improvement
– “a series of related activities aimed at achieving a
set of objectives in a measurable, usually
repeatable manner.”
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Business Process Management - ITIL
Business Process Management - ITIL
• ITIL is a set of standards for managing IT
service processes
• ITIL Service Management is Focused on:
• Managing IT Services rather than Systems
• ITIL is a process oriented management
framework of best practices
• Delivery of Services to Clients
• Coordination of Service Processes across
department boundaries
• ITIL organizes and structures work that already
gets done
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Generic Process Model
Process Projects – Generic Deliverables
Resources.
Dependencies
• Documented and formalized process and
procedures (and work instructions)
• Documented and formalized process policies
• Automation requirements defined and customized
within technology availability and constraints
• Documented and defined awareness campaign and
training activities for process implementation.
• Documented and formalized management reports
and key performance indicators
• Documented and formalized ongoing roles and
responsibilities for the management and continued
ownership and improvement of the process
Roles & Resp.
(ARCI)
Maturity
Inputs
Process
Process Owner
Goals – (Policies)
Activities – (Procedures
Work Instructions)
Key Terms
KPIs – CSFs (Metrics)
Output
reports
Feedback
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ITIL Implementation - Work BreakDown Draft (High Level)
Process Projects – Improvement Model -
1.1. Process Policies
1.2. Process Definition
1.3. Enabling Technology
1.4. Training and Communications Plan
1.5. KPIs Defined
1.6. Process Ownership Defined
1.7. ARCI
1. Generic Process Deliverables
• 1. Where Are We Now? (Baseline)
2.1. Business Case
2.2. Charter & Scope
2.3. Assumptions
2.4. Risks
2.5. Define PEB
2.6. Define Project Governance
• 2. Where Do We Want to Be? (Gap
2. Pre-Phase 1a Milestone- CheckOff
Analysis)
3.1.1. Categories
3.1.2. Workflow Rules & Integration
3.1.3. Training and Communications
3.1.4. Roles - ARCI
3.1.5. Organizational Requirements
ITIL Process
Implementation
•
3. How do We Get There? (Plan and
3.1. Common Phase 1 Deliverables
Execute)
3. Phase 1a -
3.2. Enabling Technology
3.3. High Level T&C
3.4. Incident Management
3.5. Problem Management
3.6. Change Management
3.7. Knowledge Management
3.8. SACM Phase 1
• 4. Are We There Yet?
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4. Phase 1b
4.1. SLM
4.2. Service Catalog
4.3. SACM Phase 2
5. Phase 2
5.1. Release & Deploy
ITIL Process Implementation.mmap - 10/11/2007 -
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