PM and BA Roles in Integrating an ITIL Service Across Multiple Companies PM and BA Roles in Integrating an ITIL Service Across Multiple Companies David L. Davis 513 826-6424 [email protected] Service D esk Service Level M anagem ent C ontinuity M anagem ent C ustom er M anagem ent C apacity M anagem ent Financial M anagem ent A vailability M anagem ent Change M anagem ent Release M anagem ent Incident M anagem ent Problem M anagem ent C onfiguration M anagem ent Service Support Service D elivery A pplications M anagem ent Infrastructure M anagem ent Supplier M anagem ent Security M anagem ent
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
PM and BA Roles in Integrating an ITIL Service Across
Multiple Companies
David L. Davis513 826-6424
Service Desk
Service Level Management
Continuity Management
Customer Management
Capacity Management
Financial Management
Availability Management
Change Management
Release Management
Incident Management
Problem Management
Configuration Management
Service Support
Service Delivery
Applications Management
Infrastructure Management
Supplier Management
Security Management
Service Desk
Service Level Management
Continuity Management
Customer Management
Capacity Management
Financial Management
Availability Management
Change Management
Release Management
Incident Management
Problem Management
Configuration Management
Service Support
Service Delivery
Applications Management
Infrastructure Management
Supplier Management
Security Management
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 2
What is ITSM (IT Service Management)?"Managing IT as a services business, where resources are deployed and managed to a discrete set of defined services, and where the quality of those services as perceived by the customer is the #1 driving and aligning force in the organization, with quality being defined as 'matched to user and business needs as they evolve.'"
- David Pultorak, President of Fox ITSource Tech Republic 2006
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 3
ITSM Model
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 4
Origins of ITIL (IT Infrastructure Library)Founded in the United KingdomOffice of Government Commerce (OGC)
• Created by CCTA (now part of OGC) • Promote Sound IT Management Practices • Information Technology Infrastructure Library
Best Practice Framework • Over 14 Years of Practical Usage • Recently Refined and Updated • International User's Group
To date, the only comprehensive, non proprietary, publicly available guidance for IT Service Management
Overall ITIL ContextThe ITIL processes all fit together to provide an overall approach to Operations.
IncidentManagement
(ServiceRestoration)
ServiceDesk(SinglePoint ofContact)
ProblemManagement
(Diagnosis &Solution)
ChangeManagement(Coordination)
ReleaseManagement(Deployment)
Configuration Management(including Configuration Management Database)
Users
BusinessUnits Operations
Monitoring
Service LevelManagement(Define ServiceRequirements)
AvailabilityManagement
(Design forrequiredquality)
IT ServiceContinuity
Management(Disaster
Recovery)
Service Delivery
CapacityManagement(Maximize use
of identifiedtechnology)
FinancialManagement(Maximize ROI)
Service Support
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 9
Standards
*White Paper, “HP Service Management Reference Model”
ITIL
Six SigmaBalanced
Scorecard
CoBIT
ISO 9000
CMMIStructure & RolesMetrics
Processes & PracticesTechnology
ControlsPeople
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 11
Our Project Scope
Global Fortune 100 CompanyAlign all Tier 2 Suppliers to ITIL Model– Application Development– Data Center Management– Local Desktop Management– Telecommunication Management
All organizations would electronically bond all aspects of IT infrastructure
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 12
Business Constraints
Overall Support ModelService Delivery– Universal Service Desk– Request to Pay
Run the Business– Pricing– Billing– Catalog
Service Assurance– Universal Help Desk– Service Level Agreements– ITIL Modules
• Interlinking among all incidents• Trouble• Problem• Change Management
– Enterprise Operations Management
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 13
Approach
All Service Assurance has to communicate through the Integration Management Application (IMA)A Domain Model will be defined to determine how all suppliers will interact with the IMA– Data Fields– Transaction Types– Communication Protocols– WSDL layouts
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 14
Simple Model Service Assurance
Integration Management Application
Supplier 1
Incident
Change
Problem
Configuration
Release
Supplier 2
Incident
Change
Problem
Configuration
Release
Supplier 3
Incident
Change
Problem
Configuration
Release
Customer Interface
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 15
Skill Sets
Program Manager– Business Acumen– Understood tools– Big Picture
Project Manager– My team was implementation
focused– Coordinate schedules within
multiple organizations– Strong Execute/Control
Business Analyst– Understood business
processes– Understood tool function– WSDL– Gap analysis– Acceptance of cultural
differences– Good requirements– Test plans
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 16
Program Manager Roles
Identify all the componentsIdentify lists of tools needed to support the model– Systems Architecture– Business needs– Define a roadmap of projects to create the tools
DevelopmentImplementationProcess
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 17
Program Manager Role ctd.
Tools for Managing the Program– Integrated Program Management System– Structuring projects to roll up to program
Governance– Issue Tracking– Defect Management– Change Management
Critical Path – coordinated schedules
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 18
Program Manager Roles ctd.
Define Individual Projects to support program– Interdependencies (Multiple Organizations)– Schedule– Capabilities
Coordinate through customer program manager– Multiple Organizations– Capabilities
Business Case stuffReporting (multiple consumers of common data)
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 19
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 20
Project Manager Roles
Define Scope of the projectOrganization specific– Development, Test– Delivery, Implementation– Business Process
Obtain CommitmentsPMBOK Guide Compliance
PMBOK ® Guide Framework
Project Management Process Groups.1. Initiation.2. Planning.3. Executing.4. Monitoring and controlling.5. Closing.
Project Management Knowledge Areas.1. Integration Management Ties it all together.
2. Scope Management.3. Time Management.4. Cost Management.5. Quality Management.
6. Human Resource Management.
7. Communication Management.
8. Risk Management.
9. Procurement Management.
Across all organizations.
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 22
BA Roles
Tool capabilityGap Analysis– What existing tools can do– What the customer needs– What needs to be developed
Complete Understanding of the Domain ModelsInterdependences among tools and IMA
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 23
BA Roles
Requirements– Individual application capability– Mapping fields to Domain Models
Interdependencies– Incident becomes a Problem– Incident drives a change
Use CasesTesting requirements
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 24
USE Case Development
PM– Assemble all critical organizations– Coordinate Joint Development Meetings
BA– Provide State Diagrams– Document the USE Cases– Drive requirements / test plans based on use case
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 25
Domain Model AcceptancePM– Coordinate with customer IMA owner– Business Rules / Business Requirements
• Scoring on RFC (Request for Change)• Interface with development
– Scale work for the businessBA– WSDL technical fit– Technical Rules– Interaction of all impacted systems
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 26
Development / Testing
PM– Control and execute
• Issue management• Schedule upkeep
– Status, Report, Keep the execs informed
BA– Subject Matter Expert– Analysis of issues– Test owner
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 27
Implementation
PM – specialized customer implementation PM– Insure all organizations are aligned– Dependency on development capability– Juggle the time gaps
BA– Integrated end-to-end testing– Trouble shooting
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 28
A Whole Bunch of Things Not Mentioned
Interpretation, Negotiation, and ArbitrationBusiness Work
– RFP response– Process
Architecture– Tool set required in RFP– Existing / New Applications
Contracts – SLA– Pricing
Anticipation– Work prior to contract– Development cycles– Assumptions
A Product– Not a one-off for this contract– Scalable to other Fortune 100
customers
Compliance
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 29
Lessons Learned
End to end Use Cases– Storyboards– Exception handling– Focus on your channel
No more Mr. Nice Guy– Must not start until all critical documents are baselined– Entrance Exit Criteria
Flexible– Contracts awarding inconsistent– Cultures of various organizations
David L. Davis
PM and BA Roles in Integrating an ITIL Service Across Multiple
Companies
2006 Slide: 30
David L. Davis, PMPAT&T Six Sigma Green Belt
Chairman PMI eBusiness SIG513 826-6424
Service Desk
Service Level Management
Continuity Management
Customer Management
Capacity Management
Financial Management
Availability Management
Change Management
Release Management
Incident Management
Problem Management
Configuration Management
Service Support
Service Delivery
Applications Management
Infrastructure Management
Supplier Management
Security Management
Service Desk
Service Level Management
Continuity Management
Customer Management
Capacity Management
Financial Management
Availability Management
Change Management
Release Management
Incident Management
Problem Management
Configuration Management
Service Support
Service Delivery
Applications Management
Infrastructure Management
Supplier Management
Security Management
Related Documents
