Today we have several compelling best practice frameworks like ITIL, Cobit, CMMI for Services and industry standards like ISO 20000 that makes organisations overwhelmed and wonder the best way to adapt and adopt to leverage maximum business benefits. This talk would focus with pragmatic case study to illustrate a simplified approach and methods to fit the framework and standard to the organisational environment. With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

1. Suresh GP
Best Practice Frameworks and
Standards adoption

2. Best Practice Frameworks &
standard adoption –Why
complicate? Be Pragmatic
Suresh GP/ Feb 18, 2014
Global Delivery Leader
HP Professional Services
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

3. Brief Profile
Global Delivery Leader @ Hewlett Packard
Board of Director itSMF India
Executive Council, itSMF Singapore
• 13 + Years of IT Experience
− Business Analyst, ITSM Consultant, Solution
Architect, ITSM Transition PM, Business Consultant
• Architecture & Stds Governance Manager
• Blogging, Training, Running Workshops
• Certifications
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ITIL V3 Expert
ISO 20K Practitioner
ISO 20K Lead Auditor
CGEIT
PMP
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

4. Business Drivers
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IT delivers business value
Reduction of IT expenditure
Regulatory controls and Compliance
Retain and Increase Customer base
Develop Competitive advantage
Benchmarking against accepted standards and competition
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
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5. Todays Challenge
Growth in use of best practice framework and standards creates new Challenges
a) Creating awareness of the business purpose and benefits of these practices
b) Supporting decision making – practices to use and integration with internal
policies and procedures
c) Tailoring to suit specific organization requirement
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6. “If you can't fly then run, if you can't
run then walk, if you can't walk then
crawl, but whatever you do you have
to keep moving forward.”
― Martin Luther King, Jr.
Martin Luther King
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

7. "Here is Edward Bear, coming downstairs now, bump, bump, bump, on
the back of his head, behind Christopher Robin. It is, as far as he knows,
the only way of coming downstairs, but sometimes he feels that there
really is another way, if only he could stop bumping for a moment and
think of it."
— A.A. Milne (Winnie the Pooh and the House At Pooh Corner)
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8. Discussion
•Business Framework
•Adoptive framework
for IT Service
Management
for governance and
management of
Enterprise IT
•Current Version:
ITILV3 2011
• Current Version 5.0
ITIL
ISO20000
ISO/IEC 20000
Cobit
Cobit
Six Sigma
Lean IT
ITIL
CMMI for
Services
•Definitive Standard
for IT Service
Management
•Current Version :
2011
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
• Other
Complementary
frameworks

9. Snapshot of 3 Together [Cobit, ITIL, ISO20K]
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10. Mapping ITIL & ISO/IEC 20000
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

11. Mapping ISO/IEC 2000O & CobiT
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

12. Mapping ITIL & CobiT
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

13. Case Study 1- ITSM Project
200 high-priority
unresolved incidents
Only 3 problem
records registered
Resource Utilization was
120%
Large volume of calls
In Service Desk
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Key metrics achieved with
only 50-60 percent

14. How did we approach
Assessment of Process
using ITIL and Cobit
Framework
Review of Service Desk
Staff, Process owners
and Key stakeholders
Focus on 3 Cobit
Processes
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Process were in place
but lack of IT
Governance
Benefit Realization
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Decided to demonstrate
value using Cobit 5.0
Executive Management
Reporting

15. Cobit 5.0 Process
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16. MEA01 - Monitor Evaluate and asses Performance &
Compliance
Performance Monitoring – Balance Score Card
Breached SLA – Dependency with Third-Party vendors
Establishment of Underpinning Contracts and Operation Level Agreements (OLAs)
Follow-up of all monitoring, reporting and assessments
Tracking of the results of remedial action committed
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17. Manage Service Requests and Incidents
DSS
02
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18. Manage Problems
Cooling
Categorization
•solutions
Modular
Cooling
System
Data center
Identification
services
• of Triggers
Assessment;
Thermal
Assessment & Site
Planning;
• Ownership &
IT Industry
implementation;
Resolution
standards
• Support services
Update
Priority 1
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High Priority
Infrastructure
•Problems
PDUs
products
• UPSs
• Universal
racks
DSS03
Virtualization
Problem
& automation
Management
technologies
•Review
VSE; gWLM;
VMs; Storage
Virtualization
Priority 2
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
System
Chip design
design
Prioritization
• Low-voltage
• Heat sinks, fans,
power supplies,
• Multi-core
disk drives,
mechanical design
• HP BladeSystem
Identification
Server
design &
of Work
storage
• HPC Cluster
consolidatio
Around
Platform configs
n
• Partitioning;
multi-OS;
blades &
Power
Business
Problem
cooling
continuity &
Matches
management
availability
Priority 3
Priority 4

19. Performance Review Analysis
Performance Review
100%
82%
80%
80%
60%
55%
60%
57%
40%
20%
0%
0%
KPI
-20%
-40%
C-SAT
SLA breach
-9%
KB usage
-35%
-60%
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
ITIL
ITIL + COBIT

20. Lessons Learnt
Understanding of Business Requirement and Roadmap
Adopting ITIL and Cobit appropriately
To reduce overall compliance effort – Identify Preventive controls
Time taken to make the process streamlined would be more than anticipated – Expectation
Setting
Start small, scale fast and grow fast (No Big bang implementation)
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© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

21. Case Study 2
Plan
Do
Check
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• Customer demand for business bid
• Embarked on ISO/IEC 20000 Journey
• Struggled to get the basic process in place
• Got the documentation, training, audit and certification
• Sustenance was difficult
• Lost the Certificate after Surveillance Audit
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

22. What do you reckon?
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23. Framework/Standard approach
Approach
o What are we trying to do?
o
o
o
o
o
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How will this be measured? Clear measurable goals
Where is the project/initiative coming from?
IT Management, customers, business, compliance
Cost , Benefit vs Risk of doing it
Clarify in business language not on IT/ITSM
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

24. Avoid Pitfalls
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Top Management Buy In
Treat implementation initiative as project activity (Phases vs one step)
Clear understanding of Objectives
Management of Organizational Change
Managing expectations
Focus first on easier changes and enable quick wins - One step at a time
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
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25. References & Coordinates
How can ITSM & Cobit Complement each other
Top 10 considerations for your ISO 20000 Certification Journey
Follow me on twitter @sureshgp
Linkedin: Suresh GP
Email me: suresh.gp@hp.com
Join me Live at ITSMF Singapore – 21st March
SITS14 London - 29th and 30th April
itSMF NZ Conference – 5th to 7th May 2014
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27. Thank you
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

28. With thanks to our slides
sponsor, CA Technologies
Try Nimsoft for free at
ca.com/NSD-trial