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

Rudy Stubler - GL-SPIN - Nov 13, 2008 2

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 3

Global Service Maturity

Most
Companies
are Here

We need to implement IT … to enable delivery of

Service Management (ITSM)… global shared services

Rudy Stubler - GL-SPIN - Nov 13, 2008 4

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

Rudy Stubler - GL-SPIN - Nov 13, 2008 5

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 6
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”
Rudy Stubler - GL-SPIN - Nov 13, 2008 7
ITIL V3 Overview

Rudy Stubler - GL-SPIN - Nov 13, 2008 8

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

Rudy Stubler - GL-SPIN - Nov 13, 2008 9

ITIL V3 Service Life Cycle & Processes

Rudy Stubler - GL-SPIN - Nov 13, 2008 10

What is a Service?

Rudy Stubler - GL-SPIN - Nov 13, 2008 11

 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
Rudy Stubler - GL-SPIN - Nov 13, 2008 12
Software Development / ITIL Processes

Initiate Analyze Design Develop Implement Operate

Service Service Service Service

Strategy Design Transition Operations

Rudy Stubler - GL-SPIN - Nov 13, 2008 13

Initiate   Service Strategy

Initiate ITIL Processes

Demand Management

Portfolio Management

IT Financial Management

DELIVERABLE: SERVICE DEFINITION

Service
Strategy

Rudy Stubler - GL-SPIN - Nov 13, 2008 14

Portfolio Management

Rudy Stubler - GL-SPIN - Nov 13, 2008 15

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 16

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

Rudy Stubler - GL-SPIN - Nov 13, 2008 17

Develop & Implement   Service Transition

Develop Implement
ITIL Processes (V2)

Change Management
Release Management
Knowledge Management
Configuration Management

DELIVERABLE: PRODUCTION
Service
APPLICATION
Transition

Rudy Stubler - GL-SPIN - Nov 13, 2008 18

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

Rudy Stubler - GL-SPIN - Nov 13, 2008 19

 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)

Rudy Stubler - GL-SPIN - Nov 13, 2008 20

Operate   Operate

Operate ITIL Processes

Event Management
Incident Management
Request Management
Problem Management

DELIVERABLE: OPERATING SERVICE

Service
Operations

Rudy Stubler - GL-SPIN - Nov 13, 2008 21

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
Rudy Stubler - GL-SPIN - Nov 13, 2008 22
The Efficiency and Effectiveness Funnel
INCIDENTS
INCIDENTS
INCIDENTS INCIDENTS

INCIDENTS

1st Level
Support

Nth Level
Support

Rudy Stubler - GL-SPIN - Nov 13, 2008 23

The Efficiency and Effectiveness Funnel
INCIDENTS
INCIDENTS
INCIDENTS INCIDENTS

INCIDENTS

1st Level
Support Incident
Management
Nth Level Knowledge
Support Management

Rudy Stubler - GL-SPIN - Nov 13, 2008 24

The Efficiency and Effectiveness Funnel
INCIDENTS

INCIDENTS INCIDENTS

INCIDENTS

Problem
1st Level Management
Support
Incident
Nth Level Management
Support

Rudy Stubler - GL-SPIN - Nov 13, 2008 25

The Efficiency and Effectiveness Funnel
INCIDENTS

INCIDENTS INCIDENTS

Change
Management
Problem
1st Level Management
Support
Incident
Nth Level Management
Support

Rudy Stubler - GL-SPIN - Nov 13, 2008 26

The Efficiency and Effectiveness Funnel

INCIDENTS INCIDENTS

Release
Management
Change
Management
Problem
1st Level Management
Support
Incident
Nth Level Management
Support

Rudy Stubler - GL-SPIN - Nov 13, 2008 27

The Efficiency and Effectiveness Funnel

Release
Management
Change
Management
Problem
1st Level Management
Support
Incident
Nth Level Management
Support

Rudy Stubler - GL-SPIN - Nov 13, 2008 28

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 29
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

Email me at: [email protected]

Or visit: www.gllig.org

Rudy Stubler - GL-SPIN - Nov 13, 2008 31