8/6/2008

Building Bridges:
ITIL and eTOM
A joint web discussion for the
TM Forum and itSMF communities
July 2008
Copyright TM Forum, 2008 All Rights Reserved.

Agenda
Introduction by Susana Schwartz, TM
Forum, Marketing Manager for Collaboration
Please
Program
mute your

Presentation
by Mark Lillycrop, itSMF,
Publications
phones!Manager

Presentation by Mike Kelly, TM Forum, lead
for eTOM and eTOM/ITIL

Q & A with above, and also John Long, IBM,
and Philip Williams, BT Group, members of
eTOM/ITIL Task Force

Note: You can enter text questions throughout the session, using the
Question and Answer area in the GoTo control panel (screen right)
Copyright TM Forum, 2008 All Rights Reserved.

8/6/2008

What is the itSMF?

Only

internationally recognised and

independent organisation dedicated
to helping organisations improve the
delivery of their IT services.

Not-for-profit

body wholly owned, and

principally operated, by its
membership.

Copyright TM Forum, 2008 All Rights Reserved.

itSMF UK - Background

Formed

in 1991

Founding Chapter

Approx 18,000 members from 1300
organisations

62% of FTSE 100

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8/6/2008

itSMF UK what we do

Purpose:
 Develop and promote best practice &
standards in IT Service Management .

 Enable organisations to deliver efficient &

effective solutions.

Through
 Thought leadership & contributions
 Events
 Publications
 Website
 White papers & Case studies

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itSMF International

Formed

in 2002

Umbrella organisation assisting
with

 Governance
 Chapter inception & development

Global

board

First Global event ITIL v3 launch

Global membership
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8/6/2008

ITIL the background

Version 1
 1986 to 1999
 Function based practice
 40+ books dealing with variety of IT practices.

Version 2
 1999 to 2006
 Process based
 10 books (2 core)
 Globally accepted best practice framework for
IT Service Management.

Copyright TM Forum, 2008 All Rights Reserved.

ITIL v3 - the journey so far

December 2004 Consultative exercise to

update ITIL announced.
January 2005 process begins
September 2005 first call for authors.
February 2006 authors announced.
October 2006 books completed by authors
November 2006 books enter IAG (ITIL Advisory
Group) review
January 2007 Public QA began on the 8th Jan.
Public QA finished 22nd Jan.
Books into final edit Feb/Mar.

Copyright TM Forum, 2008 All Rights Reserved.

8/6/2008

ITIL v3 - Now were there!

Books/e-PDF/Online Subscriptions
launched in May/June 2007
 Service Strategy
 Service Design
 Service Transition
 Service Operation
 Continual Service Improvement
 Official Introduction to ITIL Service Lifecycle

2008 complementary publications and
ITIL Live!

Copyright TM Forum, 2008 All Rights Reserved.

Why TMF & eTOM

Need

to give single message to our

members

Collaborative working across industry
groups

ITIL v3: a good time to work together

Copyright TM Forum, 2008 All Rights Reserved.

8/6/2008

What is the TM Forum?

The TMF is the worlds trade association for telecom operations and
systems. It has over 600 member companies in 60 countries
encompassing the most important players in the whole telecom value
chain. It has 3 primary roles:

Guidance/
Leadership -

Standards -

Providing the telecom

industry with a common
language and ways of
seeing things to reduce
fragmentation to a
minimum
Best practices

Frameworks
Information
Training
Education
Benchmarks

Ecosystem
providing the telecom
industry with a
capability for
networking, enabling
business flow and
ideas exchange
through conferences,
webinars and online
information exchange

providing the telecom

industry with a
minimum number of
cardinal standards to
drive least cost of
development and
deployment
Interfaces
Contracts
Data models
Test specs and tools

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TM Forum Business Process Framework (eTOM)

Service Provider business

process framework
Developed by TM Forum
membership collaboratively
over more than a decade
Captures business-oriented view
 emphasizes structure/ process

Customer
Strategy, Infrastructure & Product
Strategy &
Commit

Infrastructure
Lifecycle
Management

Operations
Support &
Readiness

Fulfillment

Assurance

Marketing & Offer Management

Customer Relationship Management

Service Development & Management

Service Management & Operations

Resource Development & Management

(Application, Computing and Network)

Resource Management & Operations

(Application, Computing and Network)

Supply Chain Development & Management

Supplier/Partner Relationship Management

Billing

Enterprise Management
Strategic & Enterprise
Planning

Enterprise Risk
Management

Enterprise Effectiveness
Management

components/ process interactivity/

Forum Business Process Framework (eTOM)
roles/TM
responsibilities
sets requirements for (but is neutral towards) system solution/
architecture/ technology/ implementation
Financial & Asset
Management

Operations

Product
Lifecycle
Management

Stakeholder & External

Relations Management

Knowledge & Research

Management

Human Resources
Management

Represents industry-consensus on Service Provider

processes
 harmonized position across global scene
 can be tailored/ extended for individual companies
Accepted by ITU-T as International Rec. M.3050
eTOM provides an enterprise-wide business process view
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8/6/2008

ITIL
Best Practice framework for IT
Service Management

Set of processes &
standardised vocabulary

Size, technology and industry
independent

Publicly available

Developed initially for UK Government, now by
itSMF membership

Standardised view captured in ISO 20000

ITIL material separately updated to v3
ice
rv
S e nt
e
al
nu e m
nt i o v
Co mpr
I

Co
nt
Im inua
pr
l
ov Ser
em vic
en e
t

ITIL sets out flow sequences/ steps for various

focused areas of IT/Service Management
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Why Build Bridges?

The ITIL and eTOM frameworks have developed

separately
Each has value in providing insight and guidance to
enterprises
They address overlapping communities of users, with a
large common constituency
Both are employed as common references/ standards by
their users
Unifying their different perspectives into an integrated view
offers added value to all
A range of issues have been identified and are being
addressed to support this
An initial Technical Report TR143 with guidance on linkages
has been developed and published by TM Forum and itSMF
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8/6/2008

TR143: ITIL and eTOM - Building Bridges

Focus is on identifying and removing obstacles to full

integration of ITIL and eTOM, within SPs and others
Supported by TM Forum and itSMF, with joint publication
Builds on past TM Forum work published as GB921V
 GB921V shows a workable technical basis for implementing eTOM process flows
overlaid on ITIL process steps as a background

 GB921V demonstrates that enterprises can directly build support for ITIL best practice
services using eTOM

Broadens scope to consider other issues impeding integration

Includes over 20 Recommendations and Guidelines
Proposes extensions to the eTOM Framework to
accommodate individual Good and Best Practice
specifications, and ITIL processes in particular
Also considers structural issues on blending ITIL and eTOM,
merging terminology, etc
Copyright TM Forum, 2008 All Rights Reserved.

eTOM and ITIL - Working Together

SP Business
Process Needs

IT Best Practice
Needs
Continual Service
Improvement

Customer
Strategy, Infrastructure & Product
Strategy &
Commit

Operations

Infrastructure Product
Lifecycle
Lifecycle
Management Management

Operations
Support &
Readiness

Fulfillment

Assurance

Marketing & Offer Management

Customer Relationship Management

Service Development & Management

Service Management & Operations

Resource Development & Management

(Application, Computing and Network)

Resource Management & Operations

(Application, Computing and Network)

Supply Chain Development & Management

Supplier/Partner Relationship Management

Billing

Service
Design
Service
Strategy

Service
Operation

ITIL

Enterprise Management
Strategic & Enterprise
Planning
Financial & Asset
Management

Conclusion:
eTOM and ITIL can offer
complementary value

Enterprise Risk
Management

Enterprise Effectiveness
Management

Stakeholder & External

Relations Management

Service
Transition

Knowledge & Research

Management

Final Result

Human Resources
Management

eTOM
Process Flows

eTOM Business Flows

that Deliver ITIL
Best Practice Services

ITIL Best
Practices

Filter &
Reconcile
JL2
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Slide 16
JL2

How about "Reconcile and Assimilate"?

John Long, 10/30/2007

8/6/2008

Example Detailed Flow: ITIL Change Management

Emergency
Change

RFC
received

Receive RFC (Record RFC, Filter Request)

Capture
Resource
Categorize and Prioritize Capability
Shortfalls
Major Change
Pass approved Changes to
CAB for actioning
Review impact and
resources

Emergency Change

Minor Change
action to CAB

Gain
Resource
Capability
Investment
Approval

Inform Approve/Reject Change

Initiator
change
not approved

Note: this is
the process
flow for a
particular type
of change
here a
software bugfix

Authorize & schedule

Gain
Resource
Capability change
Investment not
Approval approved
(simplified)

Inform
Initiator

change
change approved approved

Change
approved

Change
approved

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ITIL and eTOM: Points of Contact

Service
Strategy

Service
Design

Service
Transition

Service
Operations

Service
Improvement

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8/6/2008

Initial ITIL processes implanted into eTOM

Service Design:







Service Catalogue Management

Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management

Service Transition:
 Service Asset and Configuration Management
 Change Management
 Release and Deployment Management

Service Operation:





Event Management
Incident Management
Problem Management
Request Fulfillment

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The Way Forward

Implementation

of TR143 recommendations

 eTOM updates
 Work on common position for terminology, etc

Ongoing

work between itSMF and TM Forum

 Cross Industry Working Group

 Promotion and publicity
 More detail and case studies / examples
 Develop joint eTOM/ITIL strategy to progress
convergence

Looking to get the best of both worlds !

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10

8/6/2008

Questions & Answers

Copyright TM Forum, 2008 All Rights Reserved.

Thank you for your participation

TM Forum American Office

TM Forum European Office

89 Headquarters Plaza North

Suite 350
Morristown, NJ 07960-6628
USA

47 Lower Brook Street

Ipswich
Suffolk
IP4 1AQ
United Kingdom

Tel.: +1 973-292-1901
Fax: +1 973-993-3131

Tel/Fax: +44-1473-288595

E-Mail:
info@tmforum.org
Web Address: www.tmforum.org

For follow-up questions, contact Mike Kelly

mkelly@tmforum.org
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11