sp in Great Lakes
www.gl-spin.org
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
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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
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Global Service Maturity
Most
Companies
are Here
We need to implement IT … to enable delivery of
Service Management (ITSM)… 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
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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 “Align to the “Integrate with
Business” Business” 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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Services are Dependant upon the Processes
As the Processes Mature, the
Service Capability
Process Maturity
Service Capability will Increase
The Capability of the Services is Processes
Service Capability
directly dependent upon the
Process Maturity
Maturity of the Processes
Services
Processes
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Software Development / ITIL Processes
Initiate Analyze Design Develop Implement Operate
Service Service Service Service
Strategy Design Transition Operations
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Initiate Service Strategy
Initiate ITIL Processes
Demand Management
Portfolio Management
IT Financial Management
DELIVERABLE: SERVICE DEFINITION
Service
Strategy
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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
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Service Level Management
CUSTOMER
NEEDS
PERFORMANCE SATISFACTION
SLA
IT Service
IT Systems
IT Systems
IT Systems
IT Systems
OLA UC
EXTERNAL
INTERNAL
SUPPLIERS &
SUPPLIERS
MAINTAINERS
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Develop & Implement Service Transition
Develop Implement
ITIL Processes (V2)
Change Management
Release Management
Knowledge Management
Configuration Management
DELIVERABLE: PRODUCTION
Service
APPLICATION
Transition
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Change Management
Registration Monitoring P
C and and
r
h Classification Planning
o
a
n
g
C j
e
c
e Approval Build t
M
A
M
a
a
n
Authorization n
a
and Test a
g
Implementation g
e
B
e
m
m
e
e
n
Evaluation n
t Implement
(PIR) t
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Release Management
Development Controlled Test Live
Environment Environment Environment
RELEASE MANAGEMENT
Design & Build &
Fit-For- Distribution
Release Release Develop, Or Order Configure Release Roll-Out
Purpose Training &
Policy Planning & Purchase The The Acceptance Planning
Testing Installation
Software Release
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
DELIVERABLE: OPERATING SERVICE
Service
Operations
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Relationship Between Incident,
Problem & Change Management
Incident Management
X X X X
Incident X X X X X X X X
Matching X X X X
}
}
}
}
Problem
Evolves
Problem Problem Into
Known
Error
Known Error
Management
Root
Cause
Found Request
CI at For
Fault Work-Around Change
Change
Change Management
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 Incident
Management
Nth Level Knowledge
Support Management
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The Efficiency and Effectiveness Funnel
INCIDENTS
INCIDENTS INCIDENTS
INCIDENTS
Problem
1st Level Management
Support
Incident
Nth Level Management
Support
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The Efficiency and Effectiveness Funnel
INCIDENTS
INCIDENTS INCIDENTS
Change
Management
Problem
1st Level Management
Support
Incident
Nth Level Management
Support
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The Efficiency and Effectiveness Funnel
INCIDENTS INCIDENTS
Release
Management
Change
Management
Problem
1st Level Management
Support
Incident
Nth Level Management
Support
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The Efficiency and Effectiveness Funnel
Release
Management
Change
Management
Problem
1st Level Management
Support
Incident
Nth Level Management
Support
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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
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Common Pitfalls
ITIL
For The
Sake Of
ITIL
The ITIL
Paper To The
Chase Letter
The
Great
Tool
Hunt
Rudy Stubler - GL-SPIN - Nov 13, 2008 30
Questions
Or visit: www.gllig.org
Rudy Stubler - GL-SPIN - Nov 13, 2008 31
