BCIS 5520 IT Service Management - College of Business

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Feb 5, 2013 (4 years and 7 months ago)

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BCIS 5520

IT Service Management


Background & ITIL SM
Lifecyle

Class 2.01



Spring 2012

Dr. Becker

Announcements


ROLL


Introduce new student


Project Ideas


UNT ITSM Organization


Homework



Chapter readings for next time


Foundations of ITSM based on ITIL v3, von Bon


Chapter 3


Foundations in ITSM (ITIL v3 Foundations Course in
a Book),
Orand

& Villarreal


Finish Getting Started (Chapter 1)


Reading #1B


ITIL® and IT Service Management


Welcome to the

ITIL and IT Service Manage
-
ment

Zone. Here you will find information, guidance
and resources covering the whole gamut of ITIL
issues and topics.


Click Here To Obtain The Latest ITIL Volumes

Direct From The Publisher

$500 US




What is ITIL?



ITIL (
IT Infrastructure Library
) is essentially a series of
documents (books) that are used to aid the implementation of a
lifecycle framework for IT Service Management. This customizable
framework defines how Service Management is applied within an
organization.


It also aligned with the international standard, ISO 20000.


BCIS 5520 ITSM Text Books 2012C

1.
Foundations of IT Service Mgt, Brady
Orand

& Julie
Villarreal, June, 2011.


Traditional Approach


Functions & Processes


Exam questions; Chapters with sections

2.
Foundations of IT Service Mgt Based on ITIL V3, Jan Van
Bon, et. al., ITSM Library, 2009


Lifecycle Approach


Glossary; Chapters with subsections (e.g., 2.1)


itSMF



IT Service Mgt Forum




ITSM Library (Sample texts):



IT Service Management Global Best Practices
, Volume 1


Jan Van Bon,
Arjen

de
Jong
, Mike Pieper, Ruby
Tjassing
,
Annelies

Van
Der

Veen


Review


Van
Haren

Publishing, 2008
-

Business & Economics

-

637 pages


Introduces cutting
-
edge thinking, shares new best practices developed in the
field and provides a broad overview of significant and current IT service
management issues. Reference guide offering the best practical guidance on
daily issues of the IT Manager.

IT Service Mgt? What Does it Entail?


Bob Anderson’s Blog



ITIL History




Tracer
-
Revolutionary Process Mgt Tool

(video; 1.5 min)



ITSM Overview


http://www.itsm.info/ITSM.htm#overview


Director Process Development
-

www.itservicemanagement
-
itil.com at
Computer Aid, Inc.


Director Process Development & Quality
Assurance at
Computer Aid, Inc.


Director Process Development & Quality
Assurance at IT Service Management
Professionals Association


Service Life Cycle as defined by ITIL


Foundations of IT Service Mgt Based on
ITIL V3, Jan Van Bon, et. al., ITSM
Library, 2009



ITSM Library


itSMF


IT Service Mgt Forum


Send comments and Questions to:

j.van.bon@inform
-
it.org


Important ITSM Organizations


OGC (Office of Government Commerce within Cabinet Office)


Best Management Practice Portfolio



Since 2000 the Office of Government Commerce (OGC), former owner of Best Management Practice has been
the custodian of the portfolio on behalf of UKG. In June 2010 as a result of UKG reorganization the Minister
for the Cabinet Office announced that the Best Management Practice functions have moved into Cabinet
Office.





The products present flexible, practical and effective guidance, drawn from a range of the most successful
global business experiences. Distilled to its essential elements, the guidance can then be applied to every sort
of business and organization. The products have helped improve processes and operations for organizations
of all sizes


including small businesses, public sector organizations and major global enterprises.



itSMF

(IT Service Management Forum)


itSMFI


The
itSMF
® is the only truly independent and internationally
-
recognized forum for IT Service Management
professionals worldwide.



This not
-
for
-
profit organization is a prominent player in the on
-
going development and promotion of IT
Service Management "best practice", standards and qualifications and has been since 1991, when the UK
Chapter started as the foundation Chapter.


APM Group


Testing & Certification


A global accreditation body which develops and delivers qualification schemes for knowledge
-
based workers.
The company is based in the United Kingdom. APM Group operates worldwide, with offices in the UK, USA,
Germany, Malaysia, India, Australia, China and the Netherlands.




Different Approaches


Staged vs Continuous Improvement




Lifecycle vs Functions & Processes

Background


Information Age


Service … 90% of our economy?


Moore’s and Grove’s Law


Rapid Changes in technologies and organizations


need for agility


TQM




3 things: Customer
-
centric focus, Metrics, Continuous Improvement



Frameworks & Models


Anthony’s Pyramid


Functions vs. Processes


DFDs


Nolan’s Stage Theory



Standards!

We Are a Service
-
Oriented Economy

FACT CHECK of Pres. Obama’s 2012 SOTU Speech:



OBAMA: "Tonight, I want to speak about how we move forward, and lay out a
blueprint for an economy that's built to last
-

an economy built on American
manufacturing, American energy, skills for American workers, and a renewal of
American values."


THE FACTS: Economists do see manufacturing growth as a necessary component of
any U.S. recovery. U.S. manufacturing output climbed 0.9 percent in December, the
biggest gain since December 2010. Yet Obama's apparent vision of a nation once
again propelled by manufacturing
--

a vision shared by many Republicans
--

may
already have slipped into the past.


Over generations, the economy has become ever more driven by services;
not since 1975 has the U.S. had a surplus in merchandise trade, which
covers trade in goods, including manufactured and farm goods.
About 90
percent

of American workers are employed in the service sector, a
profound shift in the nature of the workforce over many decades.


Read more:
http://www.foxnews.com/politics/2012/01/24/fact
-
check
-
obamas
-
2012
-
state
-
union/#ixzz1kXC5rn1o



Organizational Strategy
Determines Information Systems

Slide 1
-

12

Exhibit 1.1

Information Age:

U.S. Productivity Attributed to IT Investments

Finally!!

Moore’s Law
vs.
Grove’s Law

New Paradigm Shift

Log of Growth

TQM


Total Quality Management


W Edward Deming, Father of TQM


1.
Customer
-
oriented


2.
Measurable


Metrics


3.
Continuous Improvement

Deming’s 14 Points

A core concept in implementing TQM is Deming’s 14 points, a set of
management practices to help companies increase their quality and
productivity:


1.
Create constancy of purpose for improving products and services.

2.
Adopt the new philosophy.

3.
Cease dependence on inspection to achieve quality.

4.
End the practice of awarding business on price alone; instead, minimize total cost by
working with a single supplier.

5.
Improve constantly and forever every process for planning, production and service.

6.
Institute training on the job.

7.
Adopt and institute leadership.

8.
Drive out fear.

9.
Break down barriers between staff areas.

10.
Eliminate slogans, exhortations and targets for the workforce.

11.
Eliminate numerical quotas for the workforce and numerical goals for management.

12.
Remove barriers that rob people of pride of workmanship, and eliminate the annual
rating or merit system.

13.
Institute a vigorous program of education and self
-
improvement for everyone.

14.
Put everybody in the company to work accomplishing the transformation.


Nolan Stages of Organizational
Maturity Model

(
ACM
, July, 1973)

I.
Initiation

II.
Contagion

III.
Control


IV.
Integration

V.
Data Administration

VI.
Maturity


VII.

Decentralized Networks

VIII.
Reorganization&
Collaboration

IX.
Public & Private Networks

Nolan’s

S
-
shaped Curve

Nolan
-
Norton Stages of IT Maturity


Dick Nolan, formulated a
theory of the stages by which
information technology is
leveraged by organizations.
His theory (see the diagram
below) was that the rate at
which technology was
deployed could be depicted by
a series of S
-
curves. The time
periods between the s
-
curves
were periods of discontinuity


first, technological
discontinuity, and then
organizational discontinuity.


A beauty of Nolan’s Stages
Theory is that:


1) an industry can be
characterized as being
somewhere along the S
-
curves;


2) a single organization can
be plotted on the curves; and


3) even a line of business
within a company can be
positioned on the graph.

Can Just 10 Metrics Show CIOs What They Need to Know?


March 29, 2011
CIO
,
Service Metrics



In a previous post, we quoted from an article that listed 100 different metrics for CIOs. But if we
were new CIOs, would that much information be overwhelming? So is there a way to pick just a
handful of metrics that would be useful to us?

Chris Curran, in his article “10 Metrics for a New CIO,”
argues that just a tenth of the numbers are
necessary. He lists the following ten numbers, with
explanations you can read in the article
.


1.
Multi
-
year view on productivity, something like (Discretionary IT Spend)/(Total IT
Headcount).


This could normalized it with some factor for “effective” discretionary spend assuming
all projects are not 100% effective.

2.
Percentage of discretionary spend categorized by type

3.
Number of bug fixes and enhancement requests for top 20 systems

4.
Average hours/days to close critical/high support issues

5.
Percentage of projects using enterprise hardware and software standards

6.
Number of hours/days of training per person/team/area

7.
Number of projects in each phase of the SDLC and average times in each stage (view of overall
project pipeline, identify bottlenecks, etc.)

8.
Some kind of customer/user measure if the company has any customers using an online channel

9.
Percentage of projects who deliver 100% of their planned scope or percent of scope delivered

10.
Core application availability (not technical SLA stuff, rather apps availability when users need it)



We’re not sure we agree with the last statement. We agree with Chris that customer satisfaction is
an important measure. Where we disagree is when he states that, aside from a general survey, he
hasn’t seen anything useful. Our
Managed Maintenance Application Support Process

has a
wonderful five
-
question form that gives the user room to expand on the assigned numbers for each
question.



Value Proposition (TQM)

Virtual Organization [VO]

A Three
-
Legged Stool

Courtesy: Henderson & Venkatramen, 2000

8
-
21

GUI

Customer

Interface

BPR

Business Process

Reenginering

Alliances

Partnerships/

Outsourcing

Part I: IT Service Lifecycle (ITIL)

ITIL


Certifications:



ITIL Exams v2


Foundation


Practitioner


Manager



ITIL Exams v3


Foundation Level


Intermediate Level


ITIL Diploma


Advanced SM Professional Diploma

ITIL ITSM Lifecycle

1.
Service Strategy

2.
Service Design

3.
Service Transition

4.
Service Operation

5.
Continual Service
Improvement

ITIL's IT Service Lifecycle
-

The Five
New Silos of IT

by Rick Lemieux

Organizational Maturity Models


CMMI


Capability Maturity Model Integration


QMMG


Quality Management Maturity Grid


ISO/IEC 20000


Gartner Maturity Model


KPMG’s World Class IT Maturity Model


Customer Maturity


Virtual Organization


Maturity Model

CMMI is much more than Software
Quality

Service Lifecycle: Definitions


Basic Concepts


Good Practice
vs

Best Practice


ITIL is a “good” practice. Widely acknowledged and
understood


Service


A means of delivering value to customers by
facilitating outcomes the customers want to achieve
without the ownership of specific costs or risks


Value


Core of the service concept: Utility & Warranty.
Utility is
what

the customer receives; Warranty is
how

service is provided

Service Lifecycle: Definitions (cont.)


Service Management vs. Goods Mgt


A set of specialized organizational capabilities for
providing value to customers in the form of services.


Specialization & Coordination


Service management coordinates the business of service
management responsibility with regard to certain resources.


Agency Principle


SM involves an agent and principal that compels the agent to
fulfill activities on their behalf.


Encapsulation


Hide what the customer does not need to “see” and show only
what is valuable and useful


Systems


Functions & Processes

Service Lifecycle: Definitions (cont.)


Systems (IPO)


A group of interrelated components that form a
unified whole operating to process inputs into
outputs. Feedback loops are part of open systems





Functions & Processes (See Anthony’s Pyramid)


A
function

is a subdivision of an organization that
specialize in fulfilling a specialized type of work


A
process

is structured set of activities designed to
accomplish a specific objective.

Input

Output

Process

SDLC & Five
-
Component Model?

1
-
30

Service Lifecycle vs. SDLC

Service Management Lifecycle

Systems Development
Lifecycle (a.k.a., Waterfall)


Service Strategy


Service Design


Service Transition


Service Operation


Continuous Service
Improvement



Analysis & Definition


Design Specifications


Development/Implementation


Operation


Assessment


Summary


Compare and contrast the Lifecycle Approach to
the Functions & Process Approach to IT Service
Management



Provide many examples of Models and
Frameworks provided in this lecture



See useful links and references below

ITSM & ITIL Links


www.itil.co.uk

-

the Official ITIL Website of the OGC


www.iseb.org.uk

-

Information Systems Examination Board
-

ITIL
Certification Exams


www.exin
-
exams.com

-

Examination Institute of the Netherlands
-

ITIL
Certification Exams


www.itilexams.com

-

Loyalist College of Applied Arts and Technology
-

ITIL
Certification Exams


www.bsi
-
global.com

-

British Standards Institution


www.itsmf.com

-

IT Services Management Forum
-

Worldwide site


www.itsmf.net

-

IT Services Management Forum
-

US site


ITIL bibliography

-

An ITIL bibliography from www.itsmfusa.org


www.itilcommunity.com

-

A vendor independent, interactive, user portal
dedicated exclusively to ITIL


www.dritil.com

-

Dr.
ITiL
: A vendor independent, interactive, user portal
dedicated to free ITIL guides, templates, white papers and hot links


Fun Facts: History of GUI


Stanford Research Institute Mouse Demo 1968


GUIs 40
th

Anniversary


Benefits & Risks of ITSM Frameworks


IT Governance