Implementing ITIL - Product First Or Process First

Implementing ITIL
Product first or process first?

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Disclaimer

• All other trademarks, service marks and logos
used in this webinar are the trademarks,
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owners.


Agenda

• ITIL Implementation
– Stages
• Process first or Product first?
• Phased Implementation
– Low hanging fruits
• ITIL processes in-a-box
– Example (BMC Remedy ITSM Solution)


Implementing ITIL
• ITIL includes 5 core books
– Service Strategy, Service Design, Service Transition, Service Operation
and Continual Service Improvement

• ITIL books
– Present guidelines and not implementation details
– Tell you what you need to do but NOT how you need to do

• ITIL implementation affects
– People
– Process
– Products


ITIL Implementation Framework

ITSM ITSM ITSM ITSM
Assessment Planning Implementation Manage

What is
the
Vision? Where do How do we How do we
we want get to our know we have
to go? Vision? succeeded?
Where
are we
now?

How to keep the
Momentum ?

Phase 1| ITSM Assessment
Time : 1-2
 Align Business and IT Weeks
 Set IT service:
 Vision
 Scope
 Desired Business
Benefits
 GAP Analysis
 Benchmarking
against
 Process : ITIL
 Develop a Business
case for ITIL Gain
 Management
Commitment

Phase 2| ITSM Planning
Time: 10-14
 Planning Weeks
 Project Planning
 Identify Quick Wins
 Architecture
 Impact
 Define and Document Processes
Roles and responsibilities
Orientation Workshops
 Mobilization Workshops
 Model Workshops
 KPIs and report formats
 Training
 ITIL foundation & higher
 Process & audit

Phase 3| ITSM Implementation
Time : 14-16 Weeks

 Process
 Work instructions
 Rollout and Stabilization
 Technology
 Integration
 Customization
 Implementation
 Training
 People
 Roles
 Responsibilities


Phase 4| ITSM Manage
Time : 10-12 Weeks

 Manage
 Organization change
 ITSM Lifecycle
 Service Improvements
 Governance
 Reporting


Phase 5| Continual Improvement
What? No limits…
PLAN DO

 Initiate

ACT CHECK
 Service Review
 Training
 CAPA (Corrective & Preventive Action)
 Institutionalize
P-D-C-A
 Quick Wins
 Service Culture


Process First or Product First

• When do you introduce Product / Technology during ITIL
projects?
– Assessment Phase ?
– Planning Phase ?
– Implementation Phase ?

• Earlier you choose the Product / Technology it is better


ITIL Implementation Phases

Phase 3. Phase 1.
Establish Infrastructure Implement Service
Monitoring and Desk, Incident
Automated Ticket Management, Problem
Monitoring Management, Change
Management

Phase 5.
Provisioning, Patch
Management, Configurati
on Automation

Phase 4
Configure Service Impact Phase 2.
Mgr and Analytics Establish CMDB as a
single source of Truth
and provide Asset
Management.

12

ITIL Implementation Phases

› Attack Low Hanging Fruits
› Phase 1 and Phase 2 will be right starting point
› Mapping of Phase 1 and 2 to ITIL V3 books
Service Operation +
Incident Management +
Problem Management +
Request fulfillment
Service Transition +
Service Asset and Configuration Management +
Change Management
Service Design +
Service Level Management +


Service Design
Service Design Talks about
Service Level Management
Measurement of service levels
SLA – Service Level Agreement
OLA – Operational Level Agreement
UC – Underpinning Contract
Agreed level of IT service is provided to all current and future IT services
Proactive measures to implement and improve level of service delivered
Tools to define, document, monitor, measure, report and review the level of IT
service provided


Service Transition
Service Transition Talks about
Service Asset and Configuration Management
Management of major assets like hardware, software, people, documents and
services
Change Management
Standardized methods and procedures for efferent and prompt handling of all
changes
To ensure that changes are
Recorded, Evaluated, Authorized, Prioritized, planned, tested, implemented, documente
d and reviewed in a controlled environment
Procedures for Normal, Standard and Emergency Change


Service Operation
Service Operation Talks about
Incident Management
Restore normal service operation as quickly as possible with minimal adverse
impact on business
Priority = impact x urgency
Problem Management
To eliminate recurring incidents via root cause analysis
Known Error database
Request fulfillment
Channel to request and receive standard services for which predefined approval
and qualification process exist


ITIL Processes in a box
› ITIL processes in a product or set of products
› Checklist based approach for selecting ITIL compliant or compatible products
› Why choose ITIL compliant / compliant products?
– Follow ITIL terminology
– Carry the process maturity achieved through implementations across
• Geographies
• Verticals
• Size of organizations
– V3 complaint products
• OGC scheme for certification of Products
› ITIL v3 compliant product
– products are IT Infrastructure Library (ITIL) process compliant, meaning that the tool
uses the terminology and prescribed best practices of ITIL v3
– Details available on OGC site for complaint products


ITIL in a box – An Example

•There are 2 more solutions which have got this certification recently
•The details you can find here
http://www.itil-officialsite.com/SoftwareScheme/ITILSoftwareScheme.asp


ITIL in a box – An Example


Service Management Process Model
Benefits / Value
Visually connects dots
between ITIL theory and daily
practice
Reduce service mgmt
implementation risks and time
Save at least four months of
process definition effort

How Solution Does It
Structured “learning” from over
100 service mgmt
implementations
Integrated processes and
procedures
OOTB integration with ITSM
Suite
Easily customized

Atrium CMDB & Discovery
Benefits / Value
Atrium Explorer
› Significantly Lower CAPEX and
change response times
› Automatic discovery of IT assets,
people, and business processes
› Up-to-date view of dependencies and
relationships that make up IT and
business services

Single, federated source of truth
Multi-tenancy, Common Data Model
Continuous reconciliation, impact
simulation
Comprehensive Discovery (distributed
and mainframe, physical and virtual)
Dynamic Service Model


Service Desk
Benefits / Value
› Reduce MTTR by 20%
› Reduce incident registration time by 50%
› Increase first call resolution by 25%
› Fewer incidents through root cause fix
› Increased service awareness
› Increased customer satisfaction

Incident & Problem Management ITIL best
practices
Best practices user interface
Process flow visualization
Simplified forms; auto-fill fields
Incident templates & matching
Multi-tenant services


Desktop Capture
Benefits / Value
Automate & reduce incident
documentation time
Minimize disruption to end users
Reduce support call volume & length
Minimize time to resolution

Extremely simple capture wizard – no
training and no software installation
required
Performed at a time convenient to the
end user
Recording is linked to Remedy
incident
Support Analyst plays back recording
in a simple viewer

Change Management
Benefits / Value
› Reduce change failures up to 40%
› Improve testing efficiency by 35-40%
› Cut costs per change event by up to
55%
› Accelerate deployment of critical
business services by up to 50%
› Improve virtualization tasks – from days
to minutes

Manage full release process through
Release Management
Change Impact Analysis
Collision Detection
Enhanced approvals
Improve planning & deployment


Asset Configuration Management
Benefits / Value
› Reduce asset costs by 30% more
› Drive down software license costs by
10% while reducing compliance risk
› Eliminate over-purchasing,
redundant assets, and off-contract
purchasing
› Reduce leasing costs and penalties
› Reduce operational down time and
improve service quality

Asset Inventory & Configuration
Management
Comprehensive Software License
Management Full Asset
Procurement & Retirement Workflows Lifecycle
Proactive Contract Management Manageme
Seamlessly shares CMDB, data model and nt
workflows with Service Support applications

Knowledge Management

Benefits / Value
› Decrease MTTR
› Core of known-error DB & work around (s)
› Up to 60% reduction in content review time
› Foundation for true problem management
› Reduce training time for new employees
› Retain / reuse intellectual capital
› Drives continuous service improvement

Out-of-the-box ITSM Service Desk
integration
Native indexing of Remedy forms
Flexible authoring / publishing of Articles
Automated knowledge migration of existing
data
Native integration with any Remedy
application
Dynamic data flow across ITSM processes


Dashboards and Analytics
Benefits / Value
› Real-time, graphical IT management view
› Visually aggregates KPI metrics across IT
process areas
› Role-based views of relevant metrics
› Ad-hoc query and analysis capabilities
› Identify support trends by business
service

Flexible, intuitive, interactive interface
Data Integration Layer transforms data into
information
Out-of-the-box, ITIL-based KPIs, reports,
and display “pods”
Business Intelligence Foundation
Business Service reporting


Manage Service Quality: Service Level Management

Benefits / Value
› Holistic, end-to-end view of service delivery
› Service quality measured consistently
across all IT disciplines
› Reporting and trend analysis to identify and
improve consistently weak areas
› Aligns IT with business priorities

Consolidated dashboard for IT
operations and service support metrics
SLA compliance, penalty, reward, and
impact cost graphs
Real-time service target status through
native integration with ITSM Suite
OOTB integration with infrastructure
management applications


Conclusion

› ITIL / ITSM is a journey
› In this journey have phased approach and attack
the low hanging fruits (processes and functions)
first
› Introduce ITIL Products at very early stage of
ITIL initiatives to avoid costly and risky
customizations
› Follow checklist based approach during product
selection
› Go for proven products which have ITIL
processes in built


Uday Birajdar

The Complete ITSM Solutions Company Co-Founder & Director

Email : info@vyomlabs.com
Phone : +91 20 6632 1000


Implementing ITIL - Product First Or Process First

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