WHY DON‘T WE ALL THE STRATEGIC ALIGNMENT MODEL ENHANCED OR “HOW TO BRING ITIL TO PRACTICE” WHY DON‘T WE ALL DO THE SAME? OR “HOW TO BRING ITIL TO PRACTICE” Jan van Bon www.inform-IT.org
WHY DON‘T WE ALL
THE STRATEGIC ALIGNMENT MODEL ENHANCED
OR “HOW TO BRING ITIL TO PRACTICE”
WHY DON‘T WE ALL
DO THE SAME?
OR “HOW TO BRING ITIL TO PRACTICE”
Jan van Bonwww.inform-IT.org
THE STRATEGIC ALIGNMENT
MODEL ENHANCEDMODEL ENHANCED
OR “HOW TO BRING ITIL TO PRACTICE”
Why don‘t we all do the SAME?Why don‘t we all do the SAME?
Jan van Bonwww.inform-IT.orgwww.linkedin.com/in/jvbon
www.itsmf.nl
Name: Jan van Bon
Roles include:
- director Inform-IT, expert editors & innovators
- director of BHVB, ITSM Experts- director of BHVB, ITSM Experts
- Managing Editor ITSM LIBRARY
- Managing Editor ITSM PORTALs
- Program Manager of several
Conferences & Communities
http://en.itsmportal.net http://www.TOOLselector.net
http://www.Inform-IT.org http://www.BHVB.nl
BHVB
The ITSM Library
Most of the Information Management frameworks
that are used in practice are not easily put
together, so the "information house" is often
badly constructed: the floors don't fit together, badly constructed: the floors don't fit together,
the walls are tilted, the furniture doesn't fit in,
and there is no serious foundation. So let's
redesign and redecorate the house, and give all
the building blocks their rightful place: IT
Governance, Information Management, IT Governance, Information Management, IT
Service Management, ITIL, COBIT, ISO 20000,
processes, functions, projects: maybe we should
just all do the SAME....
Storyline
� Introduction� Introduction
� Using Paradigms for Building Blocks
� Processes, Functions and Organization
� Useful Frameworks – including ITIL
6
All in the perspective of the SAME: the Strategic Alignment Model Enhanced
Managers suffer from SELECTIVE BLINDNESS... the consequence of too many framework hypes…
Umbrella with
philosophies, paradigms, generic concepts
The Elementary Management Toolkit
philosophies, paradigms, generic concepts
Synthesis Analysis
Blueprints
YardsticksOrganizational charts
Process models (ISM/IPW)Architectures
ISO standards
EFQM-INK-BaldrigeTickIT
ISO 20000:ITSM
AS 8015=>
ISO 27000:Inf. Security
Vision&
Strategy
7
Building blocksDepartment & Project team
Skills & competenciesHierarchies & RelationshipsProcesses & ProceduresBest practices
TickITCobiTCMMI maturitySPICE maturity
ITS-CMM
Source: The Guide to IT Service Management 2002
ITIL
AS 8015=>ISO38500:IT Governance
To develop a management system
Storyline
� Introduction� Introduction
� Using Paradigms for Building Blocks
� Processes, Functions and Organization
� Useful Frameworks – including ITIL
8
All in the perspective of the SAME: the Strategic Alignment Model Enhanced
(1) Primary <> Secondary, and
(2) Separation of Duties (SoD)
Paradigms
Primary versus Secundary
Separation of Duties
specification realization
Therefore…… Information supports Business
The Strategic Alignment Model Enhanced©
STRATEGIC
DETERMINE/ USE DESIGN/ CONTROL BUILD/ RUN
BUSINESS INFORMATION TECHNOLOGY
DIR
EC
T
3x3 matrix
for managing
business and IT
Paradigms
STRATEGIC
TACTICAL
DIR
EC
TD
ES
IGN
/ C
ON
TR
OL
OPERATIONAL
DE
SIG
N/
CO
NT
RO
LO
PE
RA
TE
The SAME©: where does ITIL V2 fit in?Paradigms
STRATEGIC
DETERMINE/ USE DESIGN/ CONTROL BUILD/ RUN
BUSINESS INFORMATION TECHNOLOGY
DIR
EC
T
SLM
PMAVM
FM
CONT
CAM
STRATEGIC
TACTICAL
DIR
EC
TD
ES
IGN
/ C
ON
TR
OL
FM
RMCHM
CONFINC
HD
OPERATIONAL
DE
SIG
N/
CO
NT
RO
LO
PE
RA
TE
And where does ITIL V3 fit in?
Service
Paradigms
STRATEGIC
DETERMINE/ USE DESIGN/ CONTROL BUILD/ RUN
BUSINESS INFORMATION TECHNOLOGY
DIR
EC
T Service
Strategy
Service
Design
STRATEGIC
TACTICAL
DIR
EC
TD
ES
IGN
/ C
ON
TR
OL
Service
Transition
Service
Operation
Continual Service
Improve-ment
OPERATIONAL
DE
SIG
N/
CO
NT
RO
LO
PE
RA
TE
Paradigms
People
PPTI: People/ Process/ Technology/ Information
2
Information
People
TechnologyProcess
1 3
ITOCO: The Process structureParadigms
standards and policies
INPUT THROUGHPUT OUTPUT OUTCOME
efficiency effectiveness
CONTROL
efficiency effectiveness
realizationof goals
economicalconsiderations
A sequence of interrelated or interacting activities,designed to accomplish a defined objective,
in a measurable and repeatable manner, transforming inputs into outputs.
ISO 9001 Quality ModelParadigms
Who cares?
PPTI: People – Process – Technology - Information
People
Process
PPTI: People – Process – Technology - Information
TechnologyTechnology
The Process Management MatrixParadigms
The introduction of Process Management responsibilities requires the The introduction of Process Management responsibilities requires the removal of equivalent Line Management responsibilities
Do you recognize your organization?
Source: IT Service Management, Global Best Practices, Volume 1
Integrated Infrastructure Management
People = staff
Hardware
people
technology
Paradigms
information
Information System
System
software
Networks
Application
software
Databases
Information Technology
Applications
Technical
infrastructure
Quality requirements
IT
service
Availability
information
Functionality
18
Databases
Facilities
Documentation
process
AvailabilityPerformance CapacitySecurityConfidentialityScalabilityAdjustabilityPortability
…….
IT Service: a supported Information processing System, agreed with the customer
Storyline
� Introduction� Introduction
� Using Paradigms for Building Blocks
� Processes, Functions and Organization
� Useful Frameworks – including ITIL
itSMF 22
Process definition
Before we can be a service-oriented organization,
let alone a customer-focused organization…., let alone a customer-focused organization….,
we need to be in control of our processes
The missing ITSM Process Model
Make sure you deliver tomorrow
what you agreed todayAgree what you will
deliver
Know what you have
deliver
Change it if it needs
to be changed
25
Repair if it’s broken
Deliver what you have agreed
Know what you have
Then what are Functions?
Service quality
Functions
Infrastructure Service quality
Organizational structureActivity
System mgt, Application mgt,
Network mgt, Database adm
Availablity mgt, Continuity mgt,
Security mgt, Performance mgt
Change Mgt, Configuration Mgt,
Service Desk, Operations
EMEA, Project mgt pool
Cross-referencing
ITIL V3 content
versus processes & functionsversus processes & functions
27 “processes” 22 “activities” 4 functions
6 true processes Any number of functions
Storyline
� Introduction� Introduction
� Using Paradigms for Building Blocks
� Processes, Functions and Organization
� Useful Frameworks – including ITIL
itSMF España 31
Frameworks for Quality Management and
Business Process management
Source: ITSM, An Introduction [itSMF-I, 2007]
Growth of ITIL – the de facto standard
35000
40000
ITIL certifications worldwide∑60.000
15000
20000
25000
30000
35000
Nu
mb
er
of
Exa
m c
an
did
ate
s
Number
Passed
∑60.000
Number of
exams
38
0
5000
10000
1994 1995 1996 1997 1998 1999 2000
Year
Nu
mb
er
of
Exa
m c
an
did
ate
s
1992
Source: EXIN
94
Now ITIL is booming business!!
∑ 500.000
2007: + 250.000 ITIL certificates
2008: > 1.000.000?
NL:
17.000.000 people
250.000 IT professionals
> 50.000 ITIL Foundations books sold
> 1 : 5
39
•0•5000
•10000•15000•20000•25000•30000•35000•40000
•1994•1995•1996•1997•1998•1999•2000Year
•Nu
mb
er
of
Stu
de
nts
•Number
Passed
Source: EXIN
USA
300.000.000 people
2.000.000 IT professionals
Israel?2006
Common situation in IT departments
that turn to ITIL for help
� Shortage of resources:� Increasing business demands;� Increasing business demands;
� Ongoing technical development;
� Bad planning.
� Processes incomplete, outdated, unknown;
� Processes don’t fit with helpdesk tooling;
� No, or incomplete documentation/knowledge base;
Roles unclear (Who is doing what?) � Roles unclear (Who is doing what?)
� Service demands are not clear and not agreed;
� No meaningful reporting;
� Not meeting ISO 20000, SOX, HKA etc.
Common respons with the
“traditional ITIL project”� Point solutions
� Processes � Processes � rewritten
� adding new processes
� People � reorganized
� Process managers appointed, and left alone ...
� Technology� Technology� helpdesk tools are introduced or replaced
� Result� Increasing collection of mixed-up decisions
� Spaghetti
� Chaos & disappointment
3 Guidelines for applying ITIL
� Focus
� On end-to-end service delivery instead of on technical
services and service management details
� Simplify
� The described practices in ITIL are far too complicated
for normal organizations to be successful
� Phased approach� Phased approach
� change of working should be introduced in a gradual
approach starting with those changes that provide the
best short-term results
What is a service
Application System
Influence on Service Delivery
Focus & Simplify
Service
Functionality
Availability
Speed
Capacity
=
20 80
40 60
50 50
90 10
………
Quality services arise from integrated design, build and management of the
application and system infrastructure!
Service management = delivery of functioning functionality
………
Relationship model for the management system
Process
model
Focus & Simplify
Processes
Activities
ITSM Tool
Department/ team
Function/ role
Employee
Procedure
Phased approach, using an implementation model
instead of a reference model
Make sure you deliver tomorrow
what you agreed todayAgree what you will deliver
Know what you have
Change it if it needs
to be changed
47
Repair if it’s broken
Deliver what you have agreed
Recommendations
� Be aware of the elementary management paradigms that you all know and use them consequently
� Determine your processes before you implement procedures (but don’t involve everyone in process descriptions)
� Determine your processes before you implement procedures (but don’t involve everyone in process descriptions)
� Distinguish between True Processes and Functions – don’t get fooled by the framework consultants & believers
� Assess your readiness for process management, and choose the appropriate PMM level
� Pick from the frameworks what you can use, and forget about the rest of these frameworksthe rest of these frameworks
� But first and for all: get yourself a management vision
� And of course: do the SAME
Thank you for your attention! Any questions:[email protected]
or in the Q&A session this morning