Creating an ITIL Roadmap Using

Process Maturity and Other ITSM Tools

Presented by:

Rick LiaBraaten
ITSM Consultant
ITIL v2 Service Manager
ITIL v3 ITIL Expert
CobiT Foundation Certificate
ITIL Trainer
October 17, 2008

Agenda
Introduction
Objectives
ITIL Roadmap Definitions, Approach and
Process Tools
ITIL Roadmap Case Study
Questions

Objectives
Gain consensus on what is an ITIL roadmap
and the benefits.
Gain familiarity with the tools involved.
Specifically CobiT and ITIL v3.
Understand the suggested approach
Understand the components and potential
results/benefits through the case study.

ITIL Roadmap
A plan on how to implement or conform to ITIL
in your organization
Roadmap should have enough detail to drive
the objectives and goals of multiple project
plans
List goals and objectives to drive milestones,
results and success measurements.

Approach To Building a Road Map

Assess current state
Operational discipline
Existing problems
Pending events or issues

Assess strengths and weaknesses

Establish outcome based goals
Biggest bang for the buck!!

Understand your level of sponsorship and do not

create a project that requires a higher level for
success.

ITSM Tools Available

ITIL Version 3 Core Books
CobiT 4.1
Control Objective for Information and related
Technologies

CMMI
Capability Maturity Model Integration

Six Sigma LEAN Six Sigma

There if a significant difference between and tool and a religion It
is best if you dont confuse the two!!

ITIL Version 3
Governance Methods

ow
Kn

le

e
dg

&

ill
Sk

St
a

Continual Service
Improvement

nd
a

rd
s

Al
ig

nm
en
t

d
Stu

ics

se

T op

Ca

Service
Design

ITIL

on
Ai
d

s
in
W
k
ic
Qu

s
Qualifications

ilit
la b
Sc
a

ct i
du

Co

o
ntr

St
ud
y

Service
Transition

n
Im tinu
pr al
ov S
em erv
en ice
t

a lt y
Spe
ci
eI
t iv
cu

ice
e rv
l S nt
ua eme
in
nt rov
Co Imp

e
Ex

Templates

Service
Operation

ie s

Service
Strategies

CobiT 4.1
Control Objectives for Information and related
Technology (COBIT) provides good practices across 4
domains and 34 high level control processes with over
300 detailed control objectives
Plan and Organize (PO)Provides direction to solution delivery
(AI) and service delivery (DS)
Acquire and Implement (AI)Provides the solutions and
passes them to be turned into services
Deliver and Support (DS)Receives the solutions and makes
them usable for end users
Monitor and Evaluate (ME)Monitors all processes to ensure
that the direction provided is followed

CMMI based maturity models for each of the 34 defined

IT control processes.

Control Objective Example

AI6 Manage Changes
All changes, including emergency maintenance and
patches, relating to infrastructure and applications within
the production environment are formally managed in a
controlled manner. Changes (including those to
procedures, processes, system and service parameters)
are logged, assessed and authorized prior to
implementation and reviewed against planned outcomes
following implementation. This assures mitigation of the
risks of negatively impacting the stability or integrity of
the production environment.

ITIL Roadmap Case Study

Large regional health care provider
Multiple clinics and hospitals
Financial model hospital or clinic based not
centralized
Multiple ITIL implementation projects with
marginal success.
Business Objective - To free up IT resources
to do more transformational activities.

Roadmap Project Objectives

Create an objective roadmap

Establish solid checks and balances.
Solidify the ITIL Service Support processes.
Establish a standard benchmark of process
maturity for future improvement
measurements.
Clearly define roles and responsibilities.

Roadmap Approach
Talked to 31 team members from 18 different Teams
Five Phase approach

Phase 1 Initial data gathering

Phase 2 Initial interviews
Phase 3 Interviews and workshops
Phase 4 Process validation and gap analysis
Phase 5 Analysis and results summary

ITIL Processes Reviewed

Service Support Service Desk, Incident, Problem, Change,
Release, and Configuration Management
Service Delivery Service Level, Capacity, and Availability
Management

Roadmap Approach (cont)

Specific processes detailed

Change
Incident and Service Desk
Problem
Configuration
Service Delivery (interface with Service Support)

CobiT 4.1 controls and maturity used

AI6
DS8
DS10
DS9

Manage Changes
Manage Service Desk and Incidents
Manage Problems
Manage Configuration

Roadmap Results Summary

High level of expertise and knowledge in the existing IT
organization
High level of organizational skills within IT teams
Teams created their own structure when overall standards did not
exist.

Multiple improvement efforts are underway

Service Desk standardization of escalation procedures.
Improved vendor compliance to Change Management Process
Implemented forced compliance procedures.
Focus efforts to reduce the number of urgent changes.

Trusting culture with minimal accountability or consequences

for not following process
Team input not enough accountability for non-compliance.
Impact may not be highly visible due to tribal knowledge and the
teams ability to react.

Roadmap Results Summary

Silo environment with no formal communication
structure.
Teams are organized among themselves and communicate
based on the circumstances--not on defined processes.

Lack of solid, verifiable management information

You dont know what you dont know.

Little standardization of processes and procedures

across all IT Teams
Team process disciplines vary based on management
focus.
Result: lack of scalability for planned growth by acquisition.

Depth of team experience and knowledge is a

tremendous assetassuming the ability to embrace
change

Roadmap Process Maturity Summary

Change and Release
Maturity Rating: 2.0 to 2.5

Incident and Service Desk

Maturity Rating: 1.5 to 2.0

Problem
Maturity Rating: 1.0 to 1.5

Configuration
Maturity Rating: 1.0 to 1.5

AI6 Manage Change - Process Maturity Definition

0 Non-existent when
There is no defined change management process, and changes can be made with virtually
no control. There is no awareness that change can be disruptive for IT and business
operations, and no awareness of the benefits of good change management.
1 Initial/Ad Hoc when
It is recognized that changes should be managed and controlled. Practices vary, and it is
likely that unauthorized changes take place. There is poor or non-existent documentation
of change, and configuration documentation is incomplete and unreliable. Errors are likely
to occur together with interruptions to the production environment caused by poor change
management.
2 Repeatable but Intuitive when
There is an informal change management process in place and most changes follow this
approach; however, it is unstructured, rudimentary and prone to error. Configuration
documentation accuracy is inconsistent, and only limited planning and impact assessment
take place prior to a change.
3 Defined when
There is a defined formal change management process in place, including categorization,
prioritization, emergency procedures, change authorization and release management, and
compliance is emerging. Workarounds take place, and processes are often bypassed.
Errors may occur and unauthorized changes occasionally occur. The analysis of the impact
of IT changes on business operations is becoming formalized, to support planned rollouts
of new applications and technologies.

Roadmap Recommendations
Review the Change process, assess the efficacy and modify as
necessary to drive compliance
Begin the process of centralizing Problem Management
Phase 1
Modify Remedy to support centralized Problem Management
Implement the new data input standards based on modifications.
Review results and move to Phase 2 centralizing Problem Management by
defining and assigning Problem Management roles, responsibilities and
activities.

Configuration Management Phase 1

Discover what CI information exists in what form and to what level of detail.
Compile a complete list of the required CI information.
Explore the consolidation of existing CI information into one tool.

Begin to discover and document existing core processes for

each IT Team
Establish documentation standards.
Establish processes and procedures to maintain documentation.
Result: Sets a platform for future improvement and control

Questions?

Thank you!