ITIL and ITUP - itSMF 2008 IBM Corporation ITIL and ITUP, and some real words too - A context for modern ITSM Ivor Macfarlane IBM Global Technology Services Henrik Toft IBM Software

© 2006 IBM Corporation

®


ITIL and ITUP, and some real words too

- A context for modern ITSM

Ivor MacfarlaneIBM Global Technology Services

Henrik ToftIBM Software Group

IBM Software Group | Lotus software

IBM Software Group | Tivoli software

2Copyright IBM 20082

In the beginning …

Once upon a time…– IT was all about functions and

“Infrastructure management”

Service was something in a tennis

match…




Functions – doing your bit

People in the functiongroups just did things …

– Because that was their job– Self-contained little things– Like getting an engine running




Processes – a gift from the good fairy of ITIL ®?

� No, because we always had processes

� ITIL V2, BS15000 and other good guidance made us look in a ‘process way’

� Once we see our processes, then we can improve them

ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce




Process is not new

� Gave us a way to see

� Identify and improve •Processes became visible•They are tools•Based on experience




So we became process people

� I ♥ all 10 ITIL processes

� Except of course that they aren’t real

� They all interface, interactand interrupt

� Means to an end

� No more real than atoms




Dedicated followers of fashion

� We loved our processes

� But talked about services

� And called ourselves …

“Service managers”

But if you don’t know what services you supply then you can’t be doing service management




The real progression: 1989-2007

Function

Process

Service




Do we mean lifecycle?

Transition

Operate

Design




Frogs, people and services

Usually just the one life each- reincarnationists excepted of course

With a structure of life components




Know what your service is

Don’t get fooled by complicated components

means end

application service




Strategy Design Transition Operation Improvement

BudgetsCustomersServicesAssessmentsCapabilitiesResourcesAssetsOpportunities

ArchitectureTechnologyServicesSuppliersRelationshipsPartnersIdeas

ChangesCIsKnowledgeProjectsDataInformation

IncidentsProblemsEventsTechniciansFunctionsProcesses

IdeasExperiencesStatisticsSLAsOpinionsCritics

Evidence of our service life being there




Business focus

� Service focus = business related

� All about being useful

� what hurts the company?

� And focusing on makingthe hurt go away

� Need to see the big picture

� Match approach to conditions, constraints and opportunities

� Use what helps most




V3 V3 –– living in the wider best practice environmentliving in the wider best practice environment

CMMI

TOGAF

eTOM

Six Sigma

PMBOK

PRINCE2

SOA

COBIT

M_o_R

ISO/IEC 20000

SOX

CertifiedTraining

ISO/IEC17799

ISO/IEC19770

© OGC, TSO, APMG 2006




The IBM Tivoli Unified Process (ITUP)

http://www.ibm.com/software/tivoli/features/it-serv -mgmt/itup/tool.html


®


Thanks

Ivor Macfarlane Global Technology Services------------------------------Mobile: +44 7725 [email protected]

Henrik Toft Tivoli Software------------------------------Mobile: +45 2880 [email protected]

ITIL and ITUP - itSMF 2008 IBM Corporation ITIL and ITUP, and some real words too - A context for modern ITSM Ivor Macfarlane IBM Global Technology Services Henrik Toft IBM Software

Documents