certifiable! the business of itil confidential, all rights reserved, servicesphere™ 2008 ...

Certifiable!The Business of ITIL

Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com

[email protected]

[email protected]

“no plans for an ITIL version 4" ITIL's Chief Architect, Sharon Taylor 2007


ITIL – A Historical Perspective

First efforts in processing 3000BC ?


The Babbage Difference Engine 1822


IBM Mark 1 Computer 1944


Third Generation Computers 1964 - 1979


The Personal Computer Revolution…1981/1984

So what is ITIL?

The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for

managing Information Technology services, IT development and IT operations

– Best Practice consolidated into a framework– IT Process, checklists & tasks– Designed to help business


• 3000 BC – Abacus• 1822 – Babbage Difference Engine• 1944 – IBM Mark 1• 1957 – UK Technical Support Unit Created• 1964 – Third Generation Computers• 1981/4 – IBM PC & Apple Macintosh• 1989 – ITIL First Publication• 1990 – World Wide Web• 1991 – ITSMF Created• 2001 – ITIL Version 2• 2007 – ITIL Version 3• 2009 – First French V3 Translation


So Why Did ITIL Develop?

1957Technical Support

Unit

1970sCentral Computer & Telecommunication

s Agency

2000Office of Government

Commerce

So Why Did ITIL Develop?

Service Management

Portfolio, Program &

Project

Risk Managment

ProgrammeManagement

Project Managment

The odds were not good…..

Why was ITIL Successful 1

Common sense approach – do what works

With the aim of:Delivering value to business

Uniting all areas of IT service provision

Adopted and applied globally

Why was ITIL Successful 2

• Non Proprietary – • Applies to any IT organization

• Not based on any technology platform

• Owned by UK government – i.e. not tied to any commercial practice

• Non Prescriptive – • Robust, time, experience tested practices

• Relevant to all organization sizes and types

• Best Practice – • Learned experience and thought leadership

• Owned by UK Government – i.e. not tied to any commercial practice

• Good Practice – • It allows flexibility to be adapted in the field

What benefits does ITIL bring

• Avoids re-inventing the wheel (ITSM is done anyway)• Standard processes… that can be adapted• Widely adopted in Europe, increasingly so in US• Provision of services wanted by the Business, Customer &

Users• Integration of the various disparate elements of IT• Define AGREED levels of Service• An industry & a large body of professionals who are trained

and can deliver the benefits• Cost reduction• Increased efficiency

ITIL Version 2 - 2001

• Consolidation into 8 books • Main Focus was IT Service Management

The IT Service Management sets

1. Service Support

2. Service Delivery

Other operational guidance

3. ICT Infrastructure Management

4. Security Management

5. The Business Perspective

6. Application Management

7. Software Asset Management

8. Planning to Implement Service Management

ITIL Version 3 - 2007

• ITIL Service Strategy• ITIL Service Design• ITIL Service Transition• ITIL Service Operation• ITIL Continual Service Improvement

The ITIL Eco-system


Office of Government CommerceOffice of Government Commerce

Independent User Group

itSMF

Independent User Group

itSMF

Official Accreditation

AMPG-Int

Official Accreditation

AMPG-Int

Examination Institutes

Examination Institutes

Standards Organizations

ISO/BS

Standards Organizations

ISO/BS

Training Companies

Training Companies

Industry AnalystsIndustry Analysts

Software VendorsSoftware Vendors

ITILConsultants

ITILConsultants

Vendor Accreditation


OCG & AMPG-International


OCG

• The Office of Government Commerce (OGC)

• Independent office of HM Treasury established to help Government deliver best value from its spending

AMP Group International• The APM Group is a leading Accreditation, Certification and Qualification

organization recognized internationally by government agencies

• Worldwide presence – UK, Netherlands, Australia, China, Germany, Denmark and the US

• The APM Group Limited as the Official Accreditor are authorized to license other Examination Institutes (EIs) to administer ITIL qualification and accreditation activities

• OGC signed over the management of the ITIL trademark and the accreditation of examination providers to APMG in 2006

Independent User Group - itSMF


• Independent & International

• Aim is to “develop and promote IT Service Management "best practice", standards and qualifications

• itSMF provides a network of– industry experts

– information sources

– events to help staff address IT service management issues

• To deliver of high quality, consistent IT service internally and externally through the adoption of "best practice”

• 6000 member companies

• 40,000 individuals

• 50+ Chapters.

• Chapter’s are separate legal entities and largely autonomous.

• The itSMF International Executive Board is the separate International entity that provides an overall steering and support function

Accreditation & Publishers


ITIL Qualifications

ISO (International Organization for Standardization)

• The original version of ITIL in alignment with BS 15000• BS15000 fast-tracked in 2005 to become ISO/IEC 20000, the

first international standard in ITSM• OGC is committed to the maintenance of alignment between

future versions of ITIL and ISO/IEC 20000.

• Developer of International Standards in 159 countries • ISO enables a consensus to be reached on solutions that meet both the

requirements of business and the broader needs of society.

• Differences - http://www.best-management-practice.com/gempdf/ITIL_and_ISO_20000_March08.pdf


ITIL Vendors

• Service Management Software Market - $1 billion 2008• Considerable Growth Rates

– 25.9% 2007– 15.9% 2008– 7 to 9% 2009 to 2011



Pink ElephantThe IT Management Experts

• Created in 1989

• Championed growth of ITIL Worldwide

• Education, consulting, conferences

• Vendor accreditation through Pink Verify

• Accepted as an ITIL Licensed Assessor

Analysts


• Gartner• Forrester Research• Butler• Ovum• Dataquest

ITIL… The Future



ITIL… The Future



However…..OCG called for contributions for a Version3 update in 2009

ITIL… The Future

ITIL should represent a dynamic set of guidance, and should be updated and maintained by teams of

subject matter experts and co-authored by real writers. By taking that approach it will retain its position of significance and dominance in the IT

Service management marketplace of ideas.


ITIL - The Future?

• Implications of “the Cloud”• Cost savings through reduced infrastructure spending• Improved service through greater availability • Greener IT through better utilization of resources • Flexibility through adoption of non-standard infrastructures• Process around the “poor relation disciplines”

– Configuration Management– Service Catalogue and Portfolio Management– Availability– Capacity– Disaster Recovery– Continual Service Improvement

Stop The Madness

• Next Month – March 12, 2010

• Why ITMM over ITSM!– When it is time to stop creating process and start selling your

services!

• THANK YOU CHERWELL SOFTWARE!!


Open Discussion

• Let’s Chat


• #PITIL

PRIZE TIME!!

• 5 Copies!!• Name Two Organizations That Have a Dog In This Fight!• Email answer to: [email protected]

Thank You.

For Additional White Papers, Examples and Help please contact

[email protected].


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