Itil and Itsm

What's the Difference Between
ITIL and ITSM???

Brian Johnson and Reg Harbeck
CA
Monday, February 12, 2007
Session #1451
The IT Perspective
ITIL solve all our problems!
..thats what
you think!..
Is ITIL a business and IT alignment instrument?

Copyright 2007 CA. All trademarks, trade names, services marks and logos referenced herein belong to their respective companies.
Agenda
Introduction:
Business perspective
(.why are we doing it again?)
Part 1
Common types of approach

(.how not to do it)
Scoring goals
(own goals)
Networking
Barriers & enablers
Part 2
Success factors
Disclaimer: All characters and events depicted in this presentation

are purely fictional and in no way reflect the behavior, attitude
and professionalism of IT staff.unless you know otherwise.
Spelling IT Out
ITIL: Information Technology Infrastructure Library
(you are certifiable, your organization isnt)
ITSM: Information Technology Service Management
(you and your organization are both certifiable
ISO/IEC:20000)
ITIL and the Business Perspective

Impact of IT on the business
Business
demand
Is ITIL a business and IT alignment instrument?

HIGH
Value chain focus

e-Business
Business focus
Needed
Customer focus
Now
Product/Service focus
LOW
Technology focus
Growth model
Role of IT in the Organization
IT growth
Implementing ITIL
Business
demand
Change
program
is to embark upon an
organizational
change program
ITIL uses the

terms CUSTOMERS
and USERS..what
term do you use?
ID 10 Ts
...many
change programs
fail to realize
desired results
Technology
focus
IT growth
ITIL
is no different...
The only thing standing between you and

a successful ITIL change program is..
people
The Business View of ITSM

Business
demand
Change
program
Id like an information
system that will enable
me to process customer
requests, allowing me to
rapidly call up customer
information and most
recent purchases linked
to geographical and
product based
groupings...
ITIL bridge
the communications gap.
Communication
issue
Technology
focus
IT growth

Business
demand
Change
program
Really.how fascinating.
And how many gangle bits
of multiplexed asynchronous
digitized transfers per
cybernetic transaction
phase will be processed..
...er sorry?
You will be
gangle bits..
multiplexed ..
asynchronous
digitized transfers
Communication
issue
Technology
focus
IT growth
if at first you are not understood.

say it again..only slower....

Business
demand
Change
program
Er.I dont think

were on the same
WAVELENGTH..
I dont think
were on the
same
PLANET..
Communication
issue
Technology
focus
communications break down.
IT growth

Business
demand
Change
program
a bunch of
technoids
Service
We dont have
any technoids
in our
organization!
Attitude
Communication
issue
Technology
focus
IT growth
they can only

communicate in
techno babble.
probably the most important

management fundamental that
is being ignored today is staying
close to the customer to satisfy his
(or her) needs.
In too many companies
the customer has become a
bloody nuisance whose
unpredictable behavior damages
carefully made strategic
plans, whose activities mess
up computer operations, and who
stubbornly insists that purchased
products should work.
technoid:
spotty faced know it all IT technical person that communicates in grunts and
snorts (Not the IT Infrastructure library)
10

Business
demand
Change
program
Service
ITIL show that we are service and

customer focused....
Attitude/
trust
Communication
issue
Technology
focus
IT growth
11

Business
demand
Change
program
Poor communications,
expectations management
& change management
Service
Findings of the itSMF

Special Interest Group
Business-ICT alignment
Attitude/
trust
Communication
issue
Technology
focus
Lack of
ICT knowledge
Lack of
effective
ICT governance
Unclear
ROI or
business case
Lack of
IT leadership
ICT thinks in
terms of systems
Lack of
business
knowledge
E&Y trends
Key issues:
internal
processes
insight into
costs
lowering costs
customer focus
IT growth
12
ITIL solutions to ITSM

Business
demand
ITIL be alright on the night!.
Change
program
Service
the sleight of
hand
approach
The
paper
chase
Attitude/
trust
Communication
issue
Technology
focus
a fool with a tool

is still a fool
ITIL
for the
sake of
ITIL
The
great
tool
hunt
garbage in,
garbage out
ITIL
to the
letter
Thats what it
says in the book
IT growth
13
ITIL for the Sake of ITIL

Business
demand
Change
program
Service
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
; ITIL as the GOAL

; allocating process owners
(dumping it somewhere)
: no evidence of:
- goal of this process?
Weve been using ITIL

for over a year now
and it hasnt made a
difference
I followed all the ITIL

proceduresaccording to
me youre now a
satisfied customer!...
this procedure?
- goal achievement?
: were going to
IMPLEMENT ITIL
IT leadership?
Clear ROI?
14
ITIL for the Sake of ITIL

Business
demand
Change
program
: often a bureaucratic overload of procedures and

work instructions that nobody uses
..ITIL is too bureaucratic
Service
: experts hired in to write procedures

because theyve done it before
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
Here are the new

procedures weve
produced for you
ladies &
gentlemen
youve done it before..give us

some off the shelf procedures
- no ownership of procedures
: no real responsibility
and authority allocated
IT growth
15
ITIL to the Letter.

Business
demand
Change
program
Service
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
; thats what it says in the book..

ITIL is out of date, and just for
mainframes
ITIL never work

here
It is out of date
Thats not the way
it works in reality?
: failure to use ITIL as a reference

model of best practices.
ITIL is the way

weve always done
it, and ITSM how
we always will
: no understanding of purpose of
procedures
: too rigid and inflexible, no real
fit to organizational situation
and needs
16
Business
demand
Change
program
Service
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
Entry card to the US.

yes
no
Have you, or are you involved in espionage

or sabotage or genocide?
Have you ever been, or are you a

trafficker of controlled substances
IMPORTANT: If you answered yes to any of the above,

please contact the American embassy BEFORE you travel
to the U.S.
.how many people do you think have answered yes?

A procedure must serve a purpose and be seen as
useful by those involved in it.
IT growth
17
The Great Tool Hunt.

; were going to implement ITIL
we need a tool
Business
demand
Change
program
: a fool with a tool is still a fool
Service
Output
focus
ICT thinks in
terms of
systems?
I cant get the cut and paste

from my Lotus spreadsheet to
unpack correctly into my
Help desk
what do you PowerPoint slide. When I paste
want now?.. it I lose all the bar graph fills...
let me just check in

our state of the art
is your PC
help desk tool where we
store advanced diagnostic switched on?
scripts to aid speedy
resolution of problems...
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
18
The Great Tool Hunt.

Business
demand
Change
program
Service
: registering everything and anything and

not knowing why.inability to find anybody
remotely interested in the data... or not
registering enough!
: shaping the organization and process to fit
the tool, not the tool to fit the process..
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
19
IT view of the business.

Business
demand
Change
program
: Business knowledge
of ICT
Service
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
: Business steering
of ICT
20
The Paper Chase.

Business
demand
: thats what ITIL says we need to report..
Change
program
: no clear link to goals
Service
Output
focus
approach
IT leadership?
Clear ROI?
: baffle them with BS and theyll go away..

The Board of Directors is
complaining about the amount
of IT changes that seem to
go wrong. They want to
know what we are going to
do about it!.
Just tell them concrete actions

have been taken by our IT
professionals that CLEARLY
show a drastic reduction in the
amount of changes that degrade
IT services
Attitude/
trust
Communication
issue
Technology
focus
IT growth
21
Improving the Quality of Service

Business
demand
Change
program
Service
if you aim at nothing,

nothing is what youll hit..
It leadership?
Clear ROI?
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
more efficient,
cost effective
provision
of
quality
IT services
User
complaints
Capacity
demands
User
satisfaction
BullS**t
Meter
IT director
Often the desired results are not quantified.

so what you get is what you aimed for...
IT growth
22
Goal Setting.Or How to Score Own Goals

Business
demand
Change
program
Service
Customer
focus
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
Often the goals are IT facing and dont take

into account the customer perception and needs...
Customer focus
Product/Service
IT growth
Business intelligence?
Clear ROI?
Technology focus
23
Goal Setting.Or How to Score Own Goals

Business
demand
Change
program
Goal:
reduce the amount of incidents
to the help desk
Service
Customer
focus
Goal
alignment
Output
focus
approach
Attitude/
trust
Communication
issue
Technology
focus
IT growth
Goal:
most
99% availability of the unix
dissatisfied
system
aspect of IT
Availability management is the service delivery
most mature tactical process in according to
our organization
the users
..thats because users dont
understand what availability
management is..
theyre moaning
about the application!...
availability!
ICT thinks in terms of systems?
24
Discussion/Questions

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What's the Difference Between

ITIL and ITSM???

Is ITIL a business and IT alignment instrument?

Common types of approach

Disclaimer: All characters and events depicted in this presentation

ITIL and the Business Perspective

Is ITIL a business and IT alignment instrument?

Value chain focus

ITIL uses the

The only thing standing between you and

The Business View of ITSM

The Business View of ITSM

if at first you are not understood.

The Business View of ITSM

Er.I dont think

communications break down.

The Business View of ITSM

they can only

probably the most important

The Business View of ITSM

ITIL show that we are service and

The Business View of ITSM

Findings of the itSMF

ITIL solutions to ITSM

ITIL be alright on the night!.

a fool with a tool

ITIL for the Sake of ITIL

; ITIL as the GOAL

Weve been using ITIL

I followed all the ITIL

ITIL for the Sake of ITIL

: often a bureaucratic overload of procedures and

: experts hired in to write procedures

Here are the new

youve done it before..give us

ITIL to the Letter.

; thats what it says in the book..

ITIL never work

: failure to use ITIL as a reference

ITIL is the way

Entry card to the US.

Have you, or are you involved in espionage

Have you ever been, or are you a

IMPORTANT: If you answered yes to any of the above,

.how many people do you think have answered yes?

The Great Tool Hunt.

: a fool with a tool is still a fool

I cant get the cut and paste

let me just check in

The Great Tool Hunt.

: registering everything and anything and

IT view of the business.

The Paper Chase.

: thats what ITIL says we need to report..

: no clear link to goals

: baffle them with BS and theyll go away..

Just tell them concrete actions

Improving the Quality of Service

if you aim at nothing,

Often the desired results are not quantified.

Goal Setting.Or How to Score Own Goals

Often the goals are IT facing and dont take

Goal Setting.Or How to Score Own Goals

ICT thinks in terms of systems?