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PROCESS OR TOOL
WHICH COMES FIRST?
Mike Malone, Lead Associate
ITIL Expert and Accredited Trainer
Phase One Consulting Group
Service Management and Automation Summit
hosted by BrightTALK - March 2014

Todays Agenda:

1. Introduction
2. Purpose
3. Why Process First (two real-life examples)
4. Things to Remember Process
5. Things to Remember Tool
6. Questions


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About me:
35 Years in Information Technology
Certified ITIL Expert
Currently an IT Consultant and Accredited ITIL Trainer
Experience as ITIL Process Owner and IT Manager


2

About me:
35 Years in Information Technology
Certified ITIL Expert
Currently an IT Consultant and Accredited ITIL Trainer
Experience as ITIL Process Owner and IT Manager

About Phase One:
Works with clients in 3 main competency areas:
Strategy and Transformation Planning
PMO and CIO Operational Support
IT Implementation
Serves over 30 government agencies
Has been solving the tough problems since 1997

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4
Most people think the age old question is.
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Most people think the age old question is.
But in IT, we know that the age old question is.
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My definitions for this presentation are:
ITIL Process
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My definitions for this presentation are:
ITIL Process
ITSM Tool (suite)
The purpose of todays session
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To provide the audience with clear
rationale, based on my experience and
training, on why it is very important to
establish a solid process before selecting
tools



TWO REAL-LIFE EXAMPLES
NATIONAL INSTITUTES OF
HEALTH (NIH)



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TWO REAL-LIFE EXAMPLES
NATIONAL INSTITUTES OF
HEALTH (NIH)



DEPARTMENT OF HOUSING AND
URBAN DEVELOPMENT (HUD)
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SERVICE CATALOG MANAGEMENT
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NATIONAL INSTITUTES OF HEALTH





Largest medical research organization in the world


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Background information

Largest medical research organization in the world
My department, the Center for Information Technology (CIT),
served 26 different institutes with over 45K employees



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Background information
Largest medical research organization in the world
My department, the Center for Information Technology (CIT),
served 26 different institutes with over 45K employees
No Service Catalog, not even a list of services


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Background information

Largest medical research organization in the world
My department, the Center for Information Technology (CIT),
served 26 different institutes with over 45K employees
No Service Catalog, not even a list of services
No staff with ITIL or ITSM training or experience


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Background information

Largest medical research organization in the world
My department, the Center for Information Technology (CIT),
served 26 different institutes with over 45K employees
No Service Catalog, not even a list of services
No staff with ITIL or ITSM training or experience
Service Catalog Management was the first ITIL Process along
with Incident Management


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Background information

Largest medical research organization in the world
My department, the Center for Information Technology (CIT),
served 26 different institutes with over 45K employees
No Service Catalog, not even a list of services
No staff with ITIL or ITSM training or experience
Service Catalog Management was the first ITIL Process along
with Incident Management
No budget available to acquire additional resources


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Background information
Largest medical research organization in the world
My department, the Center for Information Technology (CIT),
served 26 different institutes with over 45K employees
No Service Catalog, not even a list of services
No staff with ITIL or ITSM training or experience
Service Catalog Management was the first ITIL Process along
with Incident Management
No budget available to acquire additional resources
Customers had many different avenues to get services



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Background information
Why not tool first?

A lot of things needed to be created/defined first
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A lot of things needed to be created/defined first
Clear definition of a service
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Why not tool first?

A lot of things needed to be created/defined first
Clear definition of a service
We had to decide who could access the Catalog
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Why not tool first?

A lot of things needed to be created/defined first
Clear definition of a service
We had to decide who could access the Catalog
We had to define routing of service requests
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Why not tool first?

A lot of things needed to be created/defined first
Clear definition of a service
We had to decide who could access the Catalog
We had to define routing of service requests
We had to decide on content (both template and specific)
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Why not tool first?

A lot of things needed to be created/defined first
Clear definition of a service
We had to decide who could access the Catalog
We had to define routing of service requests
We had to decide on content (both template and specific)
We had to define the approval chain
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Why not tool first?

A lot of things needed to be created/defined first
Clear definition of a service
We had to decide who could access the Catalog
We had to define routing of service requests
We had to decide on content (both template and specific)
We had to define the approval chain
We had to decide views (business/technical/role based)

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Why not tool first?
Lessons learned

It was better for us to drive the decision instead of a vendor
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It was better for us to drive the decision instead of a vendor
The thorough internal discussions raised the level of
understanding for all team members and positioned us to better
respond to Catalog issues
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Lessons learned

It was better for us to drive the decision instead of a vendor
The thorough internal discussions raised the level of
understanding for all team members and positioned us to better
respond to Catalog issues
It is important to have team members with appropriate skills

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Lessons learned

It was better for us to drive the decision instead of a vendor
The thorough internal discussions raised the level of
understanding for all team members and positioned us to better
respond to Catalog issues
It is important to have team members with appropriate skills
We were much better prepared to talk with vendors when it did
come time to look for a tool
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Lessons learned

It was better for us to drive the decision instead of a vendor
The thorough internal discussions raised the level of
understanding for all team members and positioned us to better
respond to Catalog issues
It is important to have team members with appropriate skills
We were much better prepared to talk with vendors when it did
come time to look for a tool
Driving the process ourselves made the successful outcome that
much sweeter!
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Lessons learned
Outcome
A successful Catalog that was
used by other IT organizations
as an example to build there
own

Included in ITSM vendor
publications

The highest rated process
during an organizational
assessment

Over 125K Catalog views in
both 2011 and 2012 from
individuals in 100+ different
countries

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http://cit.nih.gov/ServiceCatalog/
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SERVICE ASSET AND CONFIGURATION MGMT
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DEPT OF HOUSING AND URBAN DEVELOPMENT




HUDs mission is to create strong, sustainable, inclusive
communities and quality affordable homes for all

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Background information

HUDs mission is to create strong, sustainable, inclusive
communities and quality affordable homes for all
Supporting the Office of the Chief Information Officer (OCIO) in
Washington, DC

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Background information

HUDs mission is to create strong, sustainable, inclusive
communities and quality affordable homes for all
Supporting the Office of the Chief Information Officer (OCIO) in
Washington, DC
ITIL was selected as part of the IT Transformation Initiative

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Background information

HUDs mission is to create strong, sustainable, inclusive
communities and quality affordable homes for all
Supporting the Office of the Chief Information Officer (OCIO) in
Washington, DC
ITIL was selected as part of the IT Transformation Initiative
Service Asset and Configuration Management (SACM) was only
the second ITIL Process to be implemented at HUD

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Background information
HUDs mission is to create strong, sustainable, inclusive
communities and quality affordable homes for all
Supporting the Office of the Chief Information Officer (OCIO) in
Washington, DC
ITIL was selected as part of the IT Transformation Initiative
Service Asset and Configuration Management (SACM) was only
the second ITIL Process to be implemented at HUD
HUD staff has minimal ITIL/ITSM knowledge and experience

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Background information

HUDs mission is to create strong, sustainable, inclusive
communities and quality affordable homes for all
Supporting the Office of the Chief Information Officer (OCIO) in
Washington, DC
ITIL was selected as part of the IT Transformation Initiative
Service Asset and Configuration Management (SACM) was only
the second ITIL Process to be implemented at HUD
HUD staff has minimal ITIL/ITSM knowledge and experience
There is currently no centralized process or tool in place for
tracking assets and documenting CIs and their relationships

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Background information

A lot of things needed to be created/defined first

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Why not tool first?
A lot of things needed to be created/defined first
A decision must be made on which assets will become CIs
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Why not tool first?

A lot of things needed to be created/defined first
A decision must be made on which assets will become CIs
A decision must be made on what CI information to track

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Why not tool first?

A lot of things needed to be created/defined first
A decision must be made on which assets will become CIs
A decision must be made on what CI information to track
Role establishment and team member selection must occur
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Why not tool first?

A lot of things needed to be created/defined first
A decision must be made on which assets will become CIs
A decision must be made on what CI information to track
Role establishment and team member selection must occur
A decision must be made on levels of authority and how new
and changed CIs will be approved/rejected and tracked

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Why not tool first?

A lot of things needed to be created/defined first
A decision must be made on which assets will become CIs
A decision must be made on what CI information to track
Role establishment and team member selection must occur
A decision must be made on levels of authority and how new
and changed CIs will be approved/rejected and tracked
There must be a determination of which CIs are most critical
in supporting the mission of the Business

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Why not tool first?

A lot of things needed to be created/defined first
A decision must be made on which assets will become CIs
A decision must be made on what CI information to track
Role establishment and team member selection must occur
A decision must be made on levels of authority and how new
and changed CIs will be approved/rejected and tracked
There must be a determination of which CIs are most critical
in supporting the mission of the Business
You cant forget about logical CIs

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Why not tool first?

There is a lot of manual work required in the beginning





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Lessons learned

There is a lot of manual work required in the beginning
Thorough interviews should be conducted to determine the
capabilities of current tools, what interfaces they have, and where
all the current information is located (DBs, spreadsheets, etc.)





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Lessons learned

There is a lot of manual work required in the beginning
Thorough interviews should be conducted to determine the
capabilities of current tools, what interfaces they have, and where
all the current information is located (DBs, spreadsheets, etc.)
It is important to focus on configuration/CI relationships instead of
just assets because most vendors have asset-based solutions





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Lessons learned
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Example A
Asset Based
Example B
Relationship Based

There is a lot of manual work required in the beginning
Thorough interviews should be conducted to determine the
capabilities of current tools, what interfaces they have, and where
all the current information is located (DBs, spreadsheets, etc.)
It is important to focus on configuration/CI relationships instead of
just assets because most vendors have asset-based solutions
Dont make the scope too large or youll never get there and the
bigger the scope the more cost you will incur




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Lessons learned
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How low do you go?
Wall plate
Hardware
Software
Systems
Services
CI level 1 $
CI level 2 (includes 1 and 2) $$
CI level 3 (includes 1,2 and 3) $$$
CI level 4 (includes 1,2,3 and 4) $$$$
CI level 5 (includes 1,2,3,4 and 5) $$$$$

There is a lot of manual work required in the beginning
Thorough interviews should be conducted to determine the
capabilities of current tools, what interfaces they have, and where
all the current information is located (DBs, spreadsheets, etc.)
It is important to focus on configuration/CI relationships instead of
just assets because most vendors have asset-based solutions
Dont make the scope too large or youll never get there and the
bigger the scope the more cost you will incur
This is one of the most difficult processes to implement and it
should not be done too quickly





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Lessons learned
Outcome



To be determined


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CONSIDERATIONS DURING
PROCESS DEVELOPMENT



Process first What to consider

Get an assessment to determine your baseline

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Get an assessment to determine your baseline
The Usual suspects (Budget, Staff, Support, Timelines)


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Process first What to consider

Get an assessment to determine your baseline
The Usual suspects (Budget, Staff, Support, Timelines)
Determine the desired outcome first, then figure out how to get
there


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Process first What to consider
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CSI Model

Get an assessment to determine your baseline
The Usual suspects (Budget, Staff, Support, Timelines)
Determine the desired outcome first, then figure out how to get
there
Dont forget about project management principles



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Process first What to consider

Get an assessment to determine your baseline
The Usual suspects (Budget, Staff, Support, Timelines)
Determine the desired outcome first, then figure out how to get
there
Dont forget about project management principles
Uh Ohback updid you get senior management support?



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Process first What to consider

Get an assessment to determine your baseline
The Usual suspects (Budget, Staff, Support, Timelines)
Determine the desired outcome first, then figure out how to get
there
Dont forget about project management principles
Uh Ohback updid you get senior management support?
Quick wins are important



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Process first What to consider

Get an assessment to determine your baseline
The Usual suspects (Budget, Staff, Support, Timelines)
Determine the desired outcome first, then figure out how to get
there
Dont forget about project management principles
Uh Ohback updid you get senior management support?
Quick wins are important
Dont just focus on the tangible assets



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Process first What to consider

Communicate your road map

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Process first What to consider
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SAMPLE ROAD MAP

Communicate your road map
Use a Process Maturity Model


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Process first What to consider
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Initial
Repeatable
Defined
Managed
Optimized
(Level 1)
Assets are basically uncontrolled
(Level 2)
Assets are controlled manually
(Level 3)
Assets are fully automated
but not centralized

(Level 4)
Assets management is fully
automated and centralized

(Level 5)
Asset management fully integrated with ITIL

SAMPLE MATURITY MODEL

Communicate your road map
Use a Process Maturity Model
Templates and vendor guidance are very helpful but


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Process first What to consider
Communicate your road map
Use a Process Maturity Model
Templates and vendor guidance are very helpful but
Dont mistake a function for a process


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Process first What to consider

Communicate your road map
Use a Process Maturity Model
Templates and vendor guidance are very helpful but
Dont mistake a function for a process
Dont just develop a process, manage it!


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Process first What to consider

Communicate your road map
Use a Process Maturity Model
Templates and vendor guidance are very helpful but
Dont mistake a function for a process
Dont just develop a process, manage it!
Measure against that baseline. Periodic assessments.


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Process first What to consider
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CONSIDERATIONS DURING
TOOL SELECTION



When you do look for a tool

The main purpose of a tool is to support your process(es)
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When you do look for a tool

The main purpose of a tool is to support your process(es)
Dont forget about MoSCoW
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Must have

Should have

Could have

Wont have
no brainer
P
P
P
prioritize
MoSCoW
When you do look for a tool

The main purpose of a tool is to support your process(es)
Dont forget about MoSCoW
Focus on desired business outcomes, not vendor strengths
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When you do look for a tool

The main purpose of a tool is to support your process(es)
Dont forget about MoSCoW
Focus on desired business outcomes, not vendor strengths
If youre truly serious about IT Service Management, then
scalability is important

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When you do look for a tool

The main purpose of a tool is to support your process(es)
Dont forget about MoSCoW
Focus on desired business outcomes, not vendor strengths
If youre truly serious about IT Service Management, then
scalability is important
Talk to other organizations, not just the ones referenced by the
vendor

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When you do look for a tool
The main purpose of a tool is to support your process(es)
Dont forget about MoSCoW
Focus on desired business outcomes, not vendor strengths
If youre truly serious about IT Service Management, then
scalability is important
Talk to other organizations, not just the ones referenced by the
vendor
ITIL compatible? Dont take there word for it. Verify.

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When you do look for a tool

If it is a major acquisition, consider getting some help


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When you do look for a tool

If it is a major acquisition, consider getting some help
Dont rule out a hybrid solution


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When you do look for a tool

If it is a major acquisition, consider getting some help
Dont rule out a hybrid solution
Listen to your stakeholders


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When you do look for a tool

If it is a major acquisition, consider getting some help
Dont rule out a hybrid solution
Listen to your stakeholders
Dont forget about Total Cost of Ownership, and


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When you do look for a tool

If it is a major acquisition, consider getting some help
Dont rule out a hybrid solution
Listen to your stakeholders
Dont forget about Total Cost of Ownership, and
especially dont forget about Continual Service Improvement!


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In conclusion
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Even though tools are improving and automation is
wonderful, it is still essential to establish


1
ST



In conclusion
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Even though tools are improving and automation is
wonderful, it is still essential to establish


1
ST


then
Thank you for attending!
Please rate this webinar and
include comments so I can
improve on future
presentations

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mmalone@phaseonecg.com www.phaseonecg.com