Lisa Hodges & Keith

Sutherland

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Combining Methodologies:
How to get the most out of ITIL,
PRINCE2, PMBOK, DevOps
AXELOS.com
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Our speakers

Lisa Hodges
Owner and Principal Consultant
Cornerstone Service Management

Keith D Sutherland
Co-Founder and Consultant
Service Management Dynamix

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What we plan to accomplish

1. Share real-world experience
2. Discuss how service management and project management
disciplines must work together

3. Convey the benefits of adopting a multi-disciplinary, fully

integrated approach to best practices
4. Challenge you to integrate, interface, and improve upon existing
investments in standards, frameworks, methods, and
methodologies
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Magic Beans and Silver Bullets

Many frameworks, standards,
methods, and methodologies exist
and provide benefits
No one of these is perfect, or
perfectly complete
Constant change forces us to
continually consider new or improved
practices
This creates churn and sometimes
chaos as organizations struggle to
adapt, and indiscriminately adopt
the latest and greatest

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Our approach
Adopt a Lifecycle based service
management approach as the basic
structure or roadmap we like ITILs
version of the service lifecycle

Utilize sound project management

practices as the means to the accomplish
the goal of improving service management
by adopting and integrating
complementary practices and disciplines
Take a thoughtful approach - like a
sculptor - to shaping and gradually adding
depth, distinction, and value to your best
practice architecture

Utilize sound project management practices

as the means to the accomplish the goal of
improving service management by adopting
and integrating complementary practices
and disciplines we like the PMBoK
standard combined with the PRINCE2
method.
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First, consider what customers care about

Customers care about value
Your IT Services are simply a means to an end
Services must have an affordable mix of
features
Services must support the achievement of
objectives

Value changes over time and

circumstances
The value of a service comes from what it
enables people to do today, which must change
tomorrow
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and what organizations value

Profit corporations:
Priority #1-> Financial Objectives (i.e. profits, revenue, cost
reductions, gross margin)
Priority #2 -> Strategic Objectives (i.e. Customer satisfaction, market
penetration)
Non-Profit-Focused Institutions and Governments:
Priority #1-> Strategic Objectives (i.e. community satisfaction, citizens
satisfaction, security)
Priority #2 -> Financial Objectives (i.e. positive cash flow, do more
with less money)
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How do we define services?

A means of delivering value to a customer by
facilitating outcomes they want to achieve,
without the ownership of the costs and the risks to
make it happen
- ITIL

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How do we manage them?

Service Management - A set of specialized organizational
capabilities for providing value to customers in the form of
services
- Wikipedia
IT Service Management (ITSM) - The implementation and
management of quality IT services that meet the need of the
business. IT service management is performed by IT service
providers through an appropriate mix of people, process and
information technology
- Wikipedia

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ITSM (re-)defined
Some IT Service Management word play:
In order to provide value to IT customers through quality of
services offered, the IT service provider will make
appropriate use of various frameworks, methodologies and
standards.

Plan it Design it Deploy it Run it

Improve it
A continuous complex closed-loop system

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The continuous complex closed loop system

Service Strategy
Strategies,
policies,
standards

Feedback
Lessons
learned
for
improvement

Feedback
Lessons learned
for improvement

Service Design

Output

Plans to create and

modify
services and service
management
processes

Feedback
Lessons learned
for improvement

Feedback
Lessons
learned
for
improvement

Service Transition

Output

Manage the transition of a

new or changed service
and/or service management
process into production

Output

Continual Service Improvement

Activities are embedded in the service
lifecycle
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Feedback
Lessons learned
for improvement

Service Operation
Day-to-day operation of
services and service
management processes

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The continuous complex closed loop system:

ITSM re-defined
Service Strategy
Enterprise Value Creation
(EVC)
Control Objectives for IT
(COBIT)
Simulations
Architecture (e.g.TOGAF /
IT4IT)
Development (e.g. SDLC,
Agile)
Project Management (e.g.
PMBOK, PRINCE2)

Feedback
Lessons
learned
for
improvement

Feedback
Lessons learned
for improvement

Service Design
TOGAF / IT4IT / SOA /
Zachman
Agile/Scrum
SDLC / Waterfall
PMBOK / PRINCE2
Simulations (e.g. Challenge
of Egypt, The Phoenix
Project)

Feedback
Lessons learned
for improvement

Service Transition

Output

DEVOPS
Agile / Scrum
PMBOK / PRINCE2
Simulations (e.g. Apollo 13)

Output

Continual Service Improvement

Six Sigma / Lean / ISO9000 / CMMI
Control Objectives for IT (COBIT)
Simulations (e.g. Grab@Pizza)

Feedback
Lessons
learned
for
improvement

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Feedback
Lessons learned
for improvement

Service Operation
DEVOPS
Simulations (e.g. Apollo
13)

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Strategy
Key Stakeholders

Standards/Frameworks/Methods

Customers

Enterprise Value Creation (EVC)

Relationship Managers

Control Objectives for IT (COBIT)

Service Managers

ITIL

Project Management

PRINCE2, PMBOK

Design Architects

Simulations (e.g. Grab@Pizza)

Development Architects

Architecture (e.g.TOGAF / IT4IT)

IT Steering Group

Development (e.g. SDLC,

PRINCE2 Agile)
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Strategy

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Design
Key Stakeholders

Standards/Frameworks/Methods

Business Architects

TOGAF/ IT4IT/ SOA/Zachman

Design Architects/ Teams

PRINCE2 Agile, Scrum

Development Architects / Teams

PRINCE2 , PMBOK

Vendor Management

ITIL

Service Owners

ITIL

Project Team

Simulations (e.g. Challenge of Egypt,

The Phoenix Project)

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Design
Enterprise architecture
Enterprise architecture
Business/organization architecture
Business/organization
architecture
Enterprise Architecture
Enterprise Architecture
Service
architecture

Data/information
architecture

Application architecture

Environmental architecture
IT infrastructure
architecture
Management
architecture
Product
architecture

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Transition
Key Stakeholders

Standards/Frameworks/Methods

Project Team

DEVOPS

Release Manager/ Team

PRINCE2 Agile, Scrum

Test Managers

PRINCE2 , PMBOK

User SMEs

ITIL

Quality Assurance

Simulations (e.g Apollo 13)

Application Support
Infrastructure Support

Deployment Team
Automation
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Transition

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Operations
Key Stakeholders

Standards/Frameworks/Methods

Customer Support

DEVOPS

Automation

ITIL

Escalation Resources

Simulations (e.g. Apollo 13)

Service Owners
Customers/ Users

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Operations

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Continual Service Improvement

Key Stakeholders

Standards/Frameworks/Methods

Service Owners

Control Objectives for IT (COBIT)

-assessment

Process Owners

Six Sigma/ Lean/ ISO9000/CMMI

Business Relationship Managers

ITIL

Customers

Simulations (eg. Grab@Pizza)

IT Steering Group
Quality Managers
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Continual Service Improvement

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The Big Picture

A continuous complex closed-loop system

Plan it Design it Deploy it Run it Improve it

All driven by customer needs (demand & requirements)

Underpinned with multi-disciplinary, integrated best practices a
continuous art work in progress

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Enterprise Value Creation (EVC)
Business requirements

Early life
support period

Live
operation

Design and development

(e.g. Project Start-up &

Initiation

(e.g. Managing Project ------------------------)

(e.g. Project
Close)
SAC

SAC

SAC

Document and
agree business
requirements
(strategy and design)

Design
service
solution
(design)

SAC

SAC

Build
service
solution
(transition)

Develop
service
solution
(design)

e.g COBIT
(e.g. TOGAF-IT4IT-SDLC-Agile)

SAC

SAC

Test
service
solution
(transition)

Deploy
service
solution
(transition)

S
D
P

e.g. COBIT-CMMILean/Six Sigma

Agile Scrum - Devops

Transition and operation involvement

SLM

SLR

SLR

SLR

SLR

Devops

SLR

SLR

Pilot
SLA

Authorized for
SLA pilot

Authorized for
acceptance

Live
SLA

Change management

RFC
released

Authorized for
design

Authorized for
development

Authorized for
build and test

Authorized for
deployment

Review and
close

Release and deployment management

Plan and prepare
release

Build and test

release

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Deploy and verify release

(incl. early life support)

Review and
close

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Thank you for listening

Any ITIL questions please contact:
Clare.Cottrell@AXELOS.com

Lisa Hodges:
lisa@cornerstonesm.com

Any PRINCE2 questions please

contact:
Tom.Lynam@AXELOS.com

Keith Sutherland:
kds@svcmgtdynamix.com

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Any Questions?
Your chance to win a FitBit!
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chance to win a FitBit

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