Präsentation zum Thema: "The ITIL Pilot Project You‘ll find out ... (Agenda):"— Präsentation transkript:
1The ITIL Pilot Project You‘ll find out ... (Agenda): why an ITIL project has been kicked offthe project organisationthe project phasesthe workpackagesthe validation of the project successthe project resultsIn the next half an hour I like to describe the used approach for evaluating ITIL processes in real service operation at our datacentre.
2How good are our services? ... An external arranged IT survey of our services and service organisation has been madeCustomers have been interviewedThe results are reflected to the IT Service Management ProceduresThe following can be stated:the interface to the customers and users (Service Desk) is not in a good conditionseveral points of contact are in placethere is no central recording of incidents and problems (ticket system)changes were often implemented uncoordinated and undocumenteda complete description of the used IT infrastructure is not existentIt all starts with the desire to have more transparency about our service and process quality. We ordered an external company to do this IT service survey.There are some disillusioning results, especially if one take the goals of service management into account.
3These is our daily business … Some typical situations in real service operation:you are in the trouble shooting process but do not know the latest changesan IT-service is not available, and you don‘t know all involved components and contact personsworkarounds have been implemented, but they still exist after fixing the causal erroryou cannot inform your users about the latest status of his incidentthe same error is investigated by two or more persons without knowing from each otherplease decide by yourself whether these situations happen also in your organisationIn our daily business we run again and again in situations, that are unsatisfiying. An improvement is desired here.I‘ve listed here a set of selected situations that happened during the work in our service department.
4Please remember: Why ITIL? We were convinced that the concept of ITIL based IT Service Management is capable to improve the drawbacks we had in operation (mentioned before).A main task before you start an ITIL Project is to call attention to the drawbacks that really exist.So it is useful to have a project manager who has a deep insight of service operations and good connections to other operation staff.… other organisations have imroved IT service quality with ITIL. So should we also do these challanging steps?
5The Project Organisation – first steps we‘ve chosen a specific, important and complex IT Service for the evaluation -> Online Data Managementwe formed a project teamproject managerone person of each division that is involved in the chosen servicetool designer and developerexternal consultantwe specified the timeframe to evaluate the processes -> 4 monthwe are under supervision of a project control boardOur managers decided to look on the service management topic in more detail and established a project team. Here you can get an idea of the first and the following steps.
6The Project was organised into the following stages: ITIL Project stagesThe Project was organised into the following stages:Definitionof theprocessesI:R:St 1Simulationof theprocesses+ informationobjectsI:R:St 2Preparationof an ITIL pilot stageI:R:St 3Pilot stage(processesgoing live)I:R:St 4We had four main project stages that run over a time of nearly one and a half year. The project team members can only bring 10% - 20% of the daily work into the ITIL Project.????I:R:St 5
7ITIL Project stages (2)Stage 1: Definition of the Processes Incident, Problem, Change and Configuration ManagementSt 1Definition ofthe processes02/0508/05Inputs:ITIL Framework (Books)Knowledge about the IT-ServiceOnline Data ManagementExpertise of external consultantResults:Process descriptionswithfunctions (roles)information object formscrtical success factorsperformance indicatorsetc.…
8Stage 2: Simulation of the Processes and information objects ITIL Project stages (3)Stage 2: Simulation of the Processes and information objectsSt 2Simulation of theprocesses andinformation objects08/0508/05Inputs:+process descriptionssimulated eventsinformation object templatesResults:+coordinated and checkedprocesses and informationobjectsIncident RecordProblem RecordRequest for ChangeConfiguration ItemsThe simulation of the processes was accomplished by the whole project group and in presence of our ITIL coach.
9Stage 3: Preparation of the pilot stage ITIL Project stages (4)Stage 3: Preparation of the pilot stageSt 3Preparation ofthe pilot stage10/0504/06Inputs:+Requirements for the tools (specifications)reengineered process descriptionsrequirements to the functionschecklist for BS15000 assessmentResults:+Prototype Toolstrained processmanagersgoals for pilot project defined(BS15000 assessment)The most time consuming workpackages are linked to the preparation stage of the pilot project. We had a six month work (besides our daily business) to prepare the „process go live“ phase.
10Stage 4: Pilot realisation ITIL Project stages (5)Stage 4: Pilot realisationSt 4Realisation ofpilot stage04/0607/06PMB1PMB2PMB3Inputs:+Goal indicators for each processelectronic information objectsprocess descriptionsreal events (from service operation)Results:+RfC for tool specsResults of the assessment(variance comparision)RfC for process descriptionsfinal report,management summaryThe realisation stage was very exciting especially the regular process manager board meetings, where every process manager had to report about the effectivity of „his“ process. This meetings were moderated by the project manager and the ITIL consultant.PMB = Process Manager Board
11Workpackages (Processes) … adapt defined ITSM processes to your specific needsmake a detailed process description (with graphical flow diagram)develop a Request for Change form and a risk / impact assessment checklistdefine standard service requests for the service under evaluationdefine process goal indicators (assessment check list)think about a rudimentary contiuous service improvement processIn the next slides I will give you an overview of the necessary tasks which are processed by the project group. I structure the workpackages in the issues processes, tools and organisation.
12Workpackages (Tools & Organisation) … set up configuration management database (CMDB)develop data models for IT components and logical objects (SAN-Switch, SAN-Fabric, LAN-Switch, Serverhardware, Serversystem, Cluster, Software, RfC …setup an incident management tool (ticketing system)design incident and problem management record formsdesign a categorisation scheme for incident and problem management and link it with responsibilities (group or person in charge)Organisation:coaching the project managercoaching the process managers (InM, PrM, CoM, ChM)coaching the IT staff (service operation and support teams)define regular process manager board meetingsreport to the project control boardNow you have an idea how much effort it is to deal with IT service management processes and tools. Nevertheless I‘m still convinced that the effort was worthwile. Let‘s have a closer look to the results.
13Project results … really measured ;-) Overall process qualitiy improvementsProcess Improvement in %Incident Management 71,7% - 40,8% = 30,9%Problem Management 56,2% - 8,4% = 47,8%Configuration Management 50,6% - 6,7% = 43,9%Change Management 48,0% - 14,5% = 33,5%Process qualitiy improvement (whith maturity level taken into account)Process Maturity 1 Maturity 2Incident Management 38% - 10% = 28% 100% - 37% = 63%Problem Management 89% - 17% = 72% 95% - 27% = 68%Configuration Management 97% - 29% = 68% 94% - 50% = 44%Change Management 75% - 32% = 53% 85% - 65% = 20%Example:InM: 10% Points left for gaining maturity level 1 (38% points missing before the project)CoM: 29% points missing for gaining maturity level 1 (97% points missing before the project)We could demonstrate the quantity of how the process quality has been improved while working with the service management best practice guidelines and tools. The underlying execution base was a standardised process checklist coming from the BS15000 standard.
14ITIL Project … further steps Stage 5: ITIL implementation – yes or no?St 5Planning toImplement ITSM in SCC *)02/07todayInputs:Decision of the managent boardResults from the pilot stageexternal consultantFurther steps:consolidated service cataloguecentrally used CMDBconsolidated processesToday I‘m very happy that the SCC-Management has decided to put more power on the implementation of IT Service Management best practices. And I would be very proud to give an update report – maybe next year – of the than realized steps and the achieved results.Thank you for your attention.*) SCC = Steinbuch Centrum for Computing