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ITIL and the PMBOK

David Pultorak
President
Fox IT, LLC
PMI-ISSIG Webinar
Thursday May 20, 2004
What we will cover

„ Introduction to ITIL
„ Why and how organizations are adopting ITIL
„ Mapping ITIL to the PMBOK
„ Getting started with ITIL

©2004 Fox IT, LLC. All rights reserved.


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Polling Question 1: Where are you with ITIL?

„ We’ve just now heard of it


„ We’ve adopted the PMBOK, and are considering ITIL
„ We’ve read the core ITIL books
„ We’ve taken the self-assessment/read the pocket guide
„ We’ve taken some ITIL courses
„ We’re implementing ITIL

©2004 Fox IT, LLC. All rights reserved.


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ITIL is a Set of Books:
the IT Infrastructure Library
T
T Planning to Implement Service Management h
h e
e
The ICT T
B Business Service Infra- e
u Perspective Support structure c
s Service h
i Delivery Management n
n Security o
e Management l
s o
s Applications Management g
y
„ Created by UK Office of Government Commerce (OGC)
„ Published by The Stationery Office (TSO)
„ Gives guidance on the provision of quality IT services
„ Embodies best practice for IT service quality
„ Encourages organizations to adapt and adopt ITIL
©2004 Fox IT, LLC. All rights reserved.
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ITIL is a Set of Books:
the IT Infrastructure Library (continued)
„ ITIL Service Support and Service Delivery
► Service Desk, Incident, Problem, Change,
Configuration, Release, Service Level,
Availability, Capacity, Financial, and Service
Continuity Management
„ Security Management
► Necessary supplement, as Service Delivery
refers to but does not include this content
„ itSMF ITIL Pocket Guide
► Service Support and Delivery in capsule form
„ Planning to Implement Service Management
► Covers ITIL benefits and how to achieve them
©2004 Fox IT, LLC. All rights reserved.
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ITIL is a Set of Books:
the IT Infrastructure Library (continued)
„ The Business Perspective
► Covers Business Continuity Management,
Partnerships and Outsourcing, Surviving
Change and Business Transformation
„ ICT Infrastructure Management
► Covers Network Service, Operations,
Systems, and Local Processor Management,
and Computer Installation and Acceptance
„ Applications Management
► Covers the Software Development Lifecycle

©2004 Fox IT, LLC. All rights reserved.


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The ITIL Service Support and Delivery Books

„ Service Desk function „ Capacity Management


„ Incident Management „ Availability Management
„ Problem Management „ Service Level
„ Change Management Management
„ Release Management „ Financial Management
for IT Services
„ Configuration
Management „ IT Service Continuity
Management

©2004 Fox IT, LLC. All rights reserved.


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What Makes ITIL Attractive to Organizations

„ Cost, pain of operations „ Consistent terminology


„ No comparable guidance „ Hygienic
„ Worldwide standard „ The great equalizer
„ Best Practice guidance „ The networking principle
„ Non-proprietary „ The promise of alignment
„ Comprehensive

©2004 Fox IT, LLC. All rights reserved.


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An Entire Industry has Emerged Around ITIL

Adopters

Consulting
User Group
Services
ITIL
Publications
Training &
Resources
Certification

Tools

©2004 Fox IT, LLC. All rights reserved.


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ITIL Adopters

„ 70,000 IT professionals certified, 7,500 a year


„ 10,000+ companies worldwide
► Boeing
► Capital One
► Procter and Gamble
► US Army
► Internal Revenue Service
► Phillip Morris
„ Hewlett-Packard, IBM, Microsoft
„ IT support package vendors

©2004 Fox IT, LLC. All rights reserved.


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ITIL User Group: the itSMF

„ The IT Service Management Forum


„ Independent, member-run ITIL user forum, formed 1991
„ Promotes exchange of information and experience to
help IT Service Providers manage IT service delivery
„ Global organization, chapters in UK (1991), Netherlands
(1993), Australia, South Africa, Belgium, Switzerland/
Austria/ Germany, France, Canada, and USA (1997)
„ Seminars, regional groups and annual conference
„ Corporate and personal membership
„

„
Bi-monthly magazine – Service Talk
Website – www.itsmf.com itSMF
©2004 Fox IT, LLC. All rights reserved.
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ITIL-Related Resources

„ Web links
„ Job aids
„ Service Management publications
„ Associations and conferences
„ Whitepapers and operations guides
„ Education and consulting services,
product information

©2004 Fox IT, LLC. All rights reserved.


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ITIL-Related Tools

„ Vendors are including ITIL language and functionality in


their products
► See the ITIL Tooling Page for matrices of service,
application, and infrastructure management tools and
their levels of ITIL “compliance”

©2004 Fox IT, LLC. All rights reserved.


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ITIL Training and Certification

Basic understanding of the


ten ITIL® Service Delivery 2-3 day training,
Foundation and Service Support 1 hour multiple
processes and the Service choice exam
Desk function
Deep understanding of one 2-3 day training,
Practitioner ITIL® process. Foundation 2 hour essay
certificate is a prerequisite style exam
Deeper understanding of all
2-3 week
ten ITIL® processes and the
training, 2x3-
Masters Service Desk Function.
hour essay style
Foundation certificate is a
exams
prerequisite
©2004 Fox IT, LLC. All rights reserved.
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ITIL-Related Consulting Services

„ Process assessments
„ Strategic consulting
„ Implementation consulting
„ Managed services
„ Technology implementations

©2004 Fox IT, LLC. All rights reserved.


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What we will cover

„ Introduction to ITIL
► Why and how organizations are adopting ITIL
„ Mapping ITIL to the PMBOK
„ Getting started with ITIL

©2004 Fox IT, LLC. All rights reserved.


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Why IT Organizations are Adopting ITIL

„ Improve customer satisfaction*


„ Motivate staff and increase productivity*
„ More consistently implement changes**
„ Reduce amount of time spent “firefighting”**
„ Reduce repetitive problems**
„ Produce more business-focused metrics**

* 2003 itSMF survey


** 2002 DMR survey

©2004 Fox IT, LLC. All rights reserved.


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Why IT Organizations are Adopting ITIL*

„ Align organizations, suppliers, customers, technology


„ Address specific process and people issues
„ Take cost out of the organization
„ Increase efficiency, effectiveness, responsiveness
„ Support mission- and business-critical services
„ Support IT governance initiatives

* Fox IT’s experience

©2004 Fox IT, LLC. All rights reserved. © 2004 Fox IT, LLC. All rights reserved.
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What IT Organizations Are Doing With ITIL*

„ Tailoring a ready-made IT operations business model


„ Adopting common language, reference, and techniques
„ Having better directed discussions, problem-solving
„ Assessing, designing, and improving processes
„ Creating truly global processes

* Fox IT’s experience

©2004 Fox IT, LLC. All rights reserved.


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Who Is Using ITIL – Real World Examples

CORPORATE
GOVERNMENT
Procter & Gamble
US Army
Capital One
US Navy
Boeing
IRS
British Petroleum

SUPPORT SOFTWARE
MAJOR SOFTWARE
CA
Microsoft
Remedy
HP
BMC

…and 8,000 more certified professionals each year

©2004 Fox IT, LLC. All rights reserved.


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Real World Examples - North America

„ Procter & Gamble


► Started 1999, $500M savings streamlined Help Desks
► Root cause analysis reduced Help Desk calls 10%
„ Caterpillar
► Applied ITIL to incident management for web services
► From meeting target response time of 30 minutes 60-
70% of the time to over 90% of the time
„ Ontario Justice Enterprise
► Adopted in 1999 to manage growth, customer service
► Intense pressure to provide more efficient services
► Virtual service desk slash support costs by 40%

©2004 Fox IT, LLC. All rights reserved.


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What we will cover

„ Introduction to ITIL
„ Why and how organizations are adopting ITIL
► Mapping ITIL to the PMBOK
„ Getting started with ITIL

©2004 Fox IT, LLC. All rights reserved.


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ITIL = IT Service, PMBOK = Project Management

„ Project Management
► “The application of knowledge, skills, tools, and
techniques to project activities in order to meet or
exceed stakeholder needs and expectations”
► Focus is projects: “temporary endeavor undertaken to
create a unique product or service” - PMBOK guide 2000
„ IT Service Management
► Ensuring live IT services are, “matched to user and
business needs as they evolve”
► Focus is operations: ongoing and repetitive
„ Both provide, for their domain:
► Body of Knowledge and code of best practice
► Common framework for management practices
► Common view of how management processes interact
©2004 Fox IT, LLC. All rights reserved.
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ITIL and the PMBOK - Compared

„ Techniques
► ITIL and the PMBOK share techniques and tools, and
each features tools useful in the other’s domain
► Both espouse tools and techniques created elsewhere
„ Certification
► Both have introductory and advanced certifications
(CAPM/Foundations, PMP/Managers)
► ITIL includes intermediate (Practitioners) as well
► PMI certifications have strong education/experience
requirements, unlike ITIL certifications

©2004 Fox IT, LLC. All rights reserved.


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ITIL and the PMBOK - Similarities

„ Publication and revision


► Both created and revised by international practitioners
► Both had first elements published in late 80’s
„ Objectives
► Both aim at professionalizing their field
► Both aim at addressing a pain point in organizations
™ “We don’t need the overhead/haven’t budgeted for
project/service management; just do the work…”
► Both provide reference guidance, common language
► Both are descriptive versus prescriptive or normative

©2004 Fox IT, LLC. All rights reserved.


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ITIL and the PMBOK - Similarities

„ Both generally accepted as Best Practice


„ Both have grown to global acceptance, standards
„ Both cover an emerging profession
„ Both feature education and certification
„ Both recognize the key role of people and culture
„ Both include many of the same elements, applied to
different domains

©2004 Fox IT, LLC. All rights reserved.


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ITIL and the PMBOK - Similarities

„ Both are properly construed as hygienic disciplines


„ Both are scalable and adaptable
„ Both emphasize knowing context, value of integration
„ Both espouse the utility of a framework to organize
„ Both focus on process, descriptive process specification
„ Both have a user group

©2004 Fox IT, LLC. All rights reserved.


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ITIL and the PMBOK - Differences

„ ITIL focus is IT, PMBOK applicable to any domain


► PM addresses any management domain that requires
management of temporary endeavor
„ The PMBOK emphasizes the individual professional,
ITIL does not
„ The PMBOK has explicit Code of Ethics;
ITIL does not
► ITIL’s normative guidance is implied,
embedded, not explicitly codified as
such, although the spirit is there ITIL
emphasizes capability maturity,
PMBOK does not

©2004 Fox IT, LLC. All rights reserved.


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ITIL and the PMBOK Knowledge Areas

„ Generally, ITIL subordinates topics covered in


knowledge areas under processes,
„ The object of each operations, not projects

Integration Subordinated
Scope Subordinated
Cost Financial Management for IT Services
Time Subordinated; Incident, problem, Change, Release
Human Resources Subordinated; especially covered in Service Desk
Communications Subordinated; coverage in Planning to Implement
Quality Quality approach and standards
Procurement Not covered; supplier management similar
Risk Subordinated

©2004 Fox IT, LLC. All rights reserved.


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ITIL and the PMBOK – Intersect points

„ ITIL implementation (Continuous Service Improvement Projects)


„ Plans/project elements within each process
► Capacity, Change, Configuration, Availability Management, etc.
„ Project selection
„ Change Management
► Project versus operational change control
► CCB (Change Control Board) like
Change Advisory Board (CAB)
„ Configuration Management
► Project vs. operational configuration items
„ Release Management
► Production Acceptance

©2004 Fox IT, LLC. All rights reserved.


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ITIL and the PMBOK – Intersect points

„ Projects are conducted in Operations


► Baseline projects (within the work of the organization)
™ Care and feeding of the infrastructure
™ For example, project to address backups going
outside of allocated window, project to address the
way disk space is cut on servers
► Support for strategic projects coming from
development
™ Infrastructure capability
™ Applications
™ Now, services

©2004 Fox IT, LLC. All rights reserved.


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What we will cover

„ Introduction to ITIL
„ Why and how organizations are adopting ITIL
„ Mapping ITIL to the PMBOK
► Getting started with ITIL

©2004 Fox IT, LLC. All rights reserved.


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Getting Started With ITIL
Begin by understanding the ITIL industry

Adopters

Consulting
User Group
Services
ITIL
Publications
Training &
Resources
Certification

Tools

©2004 Fox IT, LLC. All rights reserved.


33
Getting Started With ITIL
Read the ITIL publications

Service Support
Other publications:
Service Delivery itSMF ITIL Pocket Guide –
ITIL Service Support and
Infrastructure Management Delivery in capsule form

ITIL Security Management –


Application Management Other ITIL publications refer to
it, rather than include, its
guidance
Planning to Implement

The Business Perspective

©2004 Fox IT, LLC. All rights reserved.


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Getting Started With ITIL
Check out ITSM-related tools

„ Look for ITIL/ITSM language and functionality in


vendor tools
„ See the ITIL Tooling Page for matrices of service,
application, and infrastructure management tools
and their levels of ITIL “compliance”

©2004 Fox IT, LLC. All rights reserved.


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Getting Started With ITIL
Join the itSMF

„ IT Service Management Forum


„ The independent forum for
ITIL users since in 1991 itSMF
„ Promotes exchange of
information and experience to
help IT Service Providers manage IT service delivery
„ Chapters around the world—USA, Europe, Africa,
Australia, and Asia
„ Growing number of US Local Interest Groups (LIGs)
see www.itsmf.com

©2004 Fox IT, LLC. All rights reserved.


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Getting Started With ITIL
Get ITIL training and certification

Basic understanding of the


ten ITIL® Service Delivery 2-3 day training,
Foundation and Service Support 1 hour multiple
processes and the Service choice exam
Desk function
Deep understanding of one 2-3 day training,
Practitioner ITIL® process. Foundation 2 hour essay
certificate is a prerequisite style exam
Deeper understanding of all
2-3 week
ten ITIL® processes and the
training, 2x3-
Masters Service Desk Function.
hour essay style
Foundation certificate is a
exams
prerequisite
©2004 Fox IT, LLC. All rights reserved.
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Getting Started With ITIL
Check out ITSM-related resources

„ Websites
„ Job aids
„ Service Management publications
„ Associations and conferences
„ Whitepapers and operations guides
„ Professional services and specialized products

©2004 Fox IT, LLC. All rights reserved.


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Getting Started With ITIL
Consider applying ITIL processes to projects

„ Service Desk function „ Capacity Management


„ Incident Management „ Availability Management
„ Problem Management „ Service Level
„ Change Management Management
„ Release Management „ Financial Management
for IT Services
„ Configuration
Management „ IT Service Continuity
Management

©2004 Fox IT, LLC. All rights reserved.


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Getting Started With ITIL
Make your projects operations and service aware

„ The target of projects in IT has changed to include not


just applications and infrastructure, but services
„ Applications and Infrastructure capability development
projects must be “operationally aware” as they must
eventually live in operations
„ IT projects have (or should have) a fundamentally
different content in all phases when the target of project
effort is a service rather than application or infrastructure
„ ITIL can help you understand and
design awareness into your project
process to help you ensure you’ll
have operations and service
aware deliverables
©2004 Fox IT, LLC. All rights reserved.
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Getting Started With ITIL
Consider techniques included in ITIL for projects

1. Active Listening 13. ITAMM


2. ARCI Matrices 14. Kepner & Tregoe Analysis
3. Balanced Scorecard 15. Kotter 8 Steps
4. Brainstorming 16. KPIs
5. Case-based Reasoning 17. Plan Do Check Act (Deming)
6. CFIA 18. Process Maps - Assortment
7. CRAMM 19. SLAM Charts
8. CSFs 20. SMART
9. Flowcharts 21. SOA
10. FTA 22. SWOT
11. GQM 23. Theory of Constraints
12. Ishikawa 24. TOP

©2004 Fox IT, LLC. All rights reserved.


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Getting Started With ITIL
Develop a plan to implement

„ Develop a business case for ITIL


„ Learn/use ITIL processes, language, techniques
„ Assess ITIL maturity
„ Implement process design and improvement as a
program and a set of projects with clear ROI
„ Include robust organizational
change/communication
„ Expect and effect change at the
individual, team, organizational
levels

©2004 Fox IT, LLC. All rights reserved.


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Polling Question 2: Now that you’ve heard of
ITIL, what will you do with it?
„ Nothing – this doesn’t apply to me or my organization
„ Nothing – while this is applicable, I have other fish to fry
„ Check it out – look at the online resources, etc.
„ Go to a ITIL Essentials class, or send someone else
„ Personally jump in with both feet – I need this stuff
„ Consider training, adoption for my organization

©2004 Fox IT, LLC. All rights reserved.


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Session Summary

„ Introduction to ITIL
„ Why and how organizations are adopting ITIL
„ Mapping ITIL to the PMBOK
„ Getting started with ITIL

©2004 Fox IT, LLC. All rights reserved.


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Call to Action

„ Study and apply ITIL Service Management principles


„ Determine you capabilities and invest in professional
development along each phase of the services lifecycle
„ Apply essential ITIL concepts in your everyday work
„ Visit http://us.foxit.net to learn more about ITIL and to
access resources and updates, including:
► Introductory and implementation presentations
► Whitepapers, articles, annotated bibliographies,
► Consulting and education services overview
► Links to key resources
„ To consider implementing ITIL in your organization,
contact Fox IT at (215) 233-1205 or info@foxit.net
©2004 Fox IT, LLC. All rights reserved.
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For More Information

„ IT Service Management
► http://us.foxit.net/about_service_management
„ ITIL
► http://www.itil.co.uk
„ MOF
► http://www.microsoft.com/mof
„ HP ITSM Reference Model
► http://www.hp.com/hps/itsm
„ Service Management Tools
► http://tools.itsmportal.net/
„ IT Service Management Forum (itSMF) USA
► www.itsmf.net

©2004 Fox IT, LLC. All rights reserved.


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Questions and Answers

David Pultorak
President
Fox IT, LLC
9335 Stenton Avenue
Suite 100
Erdenheim, PA 19038
(215) 233-1205
david.pultorak@foxit.net
http://us.foxit.net

©2004 Fox IT, LLC. All rights reserved.


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