Session 202 Monday, October 21, 11:30 AM - 12:30 PM Track: Continual Service Improvement

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Session 202 Monday, October 21, 11:30 AM - 12:30 PM Track: Continual Service Improvement The TwilITIL Zone: A Dimension Beyond ITSM Ken Wendle Senior Instructor kewendle@sbcglobal.

Success with ITSM requires more than simply putting processes in place, establishing roles and functions, and completing the associated activities.

1 Session 202 Monday, October 21, 11:30 AM - 12:30 PM Track: Continual Service Improvement The TwilITIL Zone: A Dimension Beyond ITSM Ken Wendle Senior Instructor kewendle@sbcglobal.net Session Description You unlock this door with the key of imagination; beyond it is another dimension. Success with ITSM requires more than simply putting processes in place, establishing roles and functions, and completing the associated activities. It requires a deep and abiding understanding of the essence of ITSM. In this session, attendees will enter The TwilITIL Zone and explore several of the critical common threads of successful ITSM, including the CSI mind set (Where Is Everybody?) the customer perspective (The Eye of the Beholder), and the basic elements of service management (To Serve Man). (Intermediate) Speaker Background A trusted and respected authority in service management, Ken Wendle is recognized around the world for his role in the adoption and growth of ITIL and ITSM best practices, as well as his practical advice on various aspects of IT management excellence and his dedication to the profession. In addition to being an ITIL Expert and cofounder of itsmf USA, Ken served on the itsmf International Executive Board for four years and helped launch itsmf in New Zealand and southern Alberta. In recognition of his commitment and efforts, he received the itsmf USA Lifetime Achievement Award, the association s highest honor.

2 A DIMENSION BEYOND ITSM ACTIVITIES Thank you for attending this session. Please fill out an evaluation form for Session 202. You unlock this door with the key of imagination. ITSM Beyond it is another dimension.

3 A dimension of Value A dimension of Service

4 PLAN DO check ACT A dimension of State of Mind. It s a land of both process and function

5 of Concepts and ideas. You ve just crossed over into

6 Imagine, if you will Introduction Welcome to the TwilITIL Zone Submitted for your approval Introduction Rod Serling s Television anthology series October 2, June 19, 1964 #4: 60 Greatest Dramas of All Time (TV Guide) #13: Top 100 TV Shows of all time(entertainment Weekly) Seemingly unrelated stories exploring common themes of human nature often concluding with a macabre or unexpected twist

7 Introduction Common themes within ITSM For Each Episode: The Plot The Twist Living in The TwilITIL Zone Welcome to The TwitITIL Zone Anthology: Episode 1: To Serve Man Episode 2: The Midnight Sun Episode 3: Nightmare at 20,000 Feet

8 Episode 1 To Serve Man : The Service, and how it s delivered To Serve Man : The Service and how it is delivered The word Service appears in: The Service Strategy Book: Almost 7,000 times The Service Design Book: Almost 5,000 times The Service Transition Book: Almost 4,000 times The Service Operation Book: Over 3,000 times And The Continual Service Improvement Book: Almost 2,000 times As a matter of fact

9 To Serve Man : The Service and how it is delivered The word Service appears more than twice as often as the next most frequent word! Service(s) Business/Customer/User Manage/management Process(es) Need/requirement Change/changes Organization Provider/provide Strategy/strategies/strategi c Design/designed To Serve Man : The Service and how it is delivered A Service is: A means of delivering value to Customers by facilitating Outcomes Customers want to achieve without the ownership of specific Costs and Risks.

10 To Serve Man : The Service and how it is delivered Performance supported? Constraints removed? UTILITY OR T/F T: True F: False Fit for purpose? AND Available enough? Capacity enough? Continuous enough? AND T/F Fit for use? T/F VALUE CREATED? Secure enough? WARRANTY Key word: VALUE To Serve Man : The Service and how it is delivered VALUE IS IN THE Eye of the Beholder Business Outcomes VALUE Preferences Perceptions

11 Service Assets Resources & Capabilities IT Service Customer Capabilities Utility Capabilities VALUE Resources Warranty Resources 2012 Edify ITSM, Inc. It s a cook book!

12 Episode 2 The Midnight Sun : The Importance of Balance Balance in Service Strategy Improvements in Operational effectiveness Improvements in Functionality Versus Future Present Versus Immediate Value Capture at Launch Value Capture During Ongoing Operations Versus Crown copyright Reproduced under license from the Cabinet Office

13 Balance in Service Strategy The Service Triangle Functionality (Utility) Balance in Service Strategy Warranty Low High Unbalanced Value Low impact on business outcomes High Certainty Low Utility Unbalanced Value High impact on business outcomes Low Certainty High

14 Balance in Service Design Perhaps the single most important guideline to be followed in design coordination is balance. - Service Design: ITIL 2011 Edition Functionality Project elements in a triangulated relationship Balance in Service Transition Achieving a balance between maintaining a stable live environment and being responsive to the business needs for changing the services Achieving a balance between pragmatism and bureaucracy Understanding, and being able to assess, the balance between managing risk and taking risks Balance the costs and benefits of managing IT risk

15 Balance in Service Operation Extreme Focus on Stability Extreme Focus on Responsiveness Versus Extreme Focus on Internal Extreme Focus on External Versus Balance in Service Operation Extreme Focus on Cost Extreme Focus on Quality Versus Extremely Reactive Extremely Proactive Versus

16 Balance in Service Operation The Goldilocks Zone Balance in Continual Service Improvement

17 Balance in Continual Service Improvement Episode 3 Nightmare at 20,000 Feet : Keeping the Big Picture in Mind

The Big Picture Taking a Holistic approach What Is important? How do we improve? What should we measure? How are we really doing? What are we producing? What do we do?

18 The Big Picture Taking a Holistic approach What Is important? How do we improve? What should we measure? How are we really doing? What are we producing? What do we do? Governance of I.T. Six Sigma Balanced Scorecard CObIT IT Service Management ITIL The Big Picture Taking a Holistic approach Everything working Everything working together.

19 The Big Picture Taking a Holistic approach Business Outcomes The Gap Services 2013 Edify ITSM, Inc. The Big Picture Taking a Holistic approach Business Outcomes Strategy Architecture Portfolio Planning Initiation Requirements Analysis Scope Design Development Integration Testing Training Acceptance Release Deploy BRM Svc Strat Demand Mgt Financial Mgt Portfoliol Mgt Design Coord SLM Security Mgt Availability Mgt Capacity Mgt Continuity Mgt Service Catalog Supplier Mgt Plan & Support Knowledge Mgt Change Evaluation Validation & Testing Change Management Release & Deployment Svc Asset & Confg Mgt Operate Maintain Improve Problem Management Request Fulfillment Access Management Incident Management Event Management Services 2013 Edify ITSM, Inc.

20 The Big Picture Taking a Holistic approach Business Outcomes Strategy Architecture Portfolio BRM Svc Strat Demand Mgt Service Strategy Financial Mgt Portfoliol Mgt Planning Initiation Design Coord SLM Security Mgt Availability Mgt Capacity Mgt Continuity Mgt Service Design Requirements Analysis Scope Design Service Catalog Supplier Mgt Plan & Support Knowledge Mgt Change Evaluation Validation & Testing Change Management Release & Deployment Svc Asset & Confg Mgt Service Transition Development Integration Testing Training Acceptance Release Deploy Problem Management Request Fulfillment Access Management Incident Management Event Management Service Operation Operate Maintain Improve Services 2013 Edify ITSM, Inc. The Big Picture Taking a Holistic approach Governance Business Outcomes Strategy Architecture Portfolio BRM Svc Strat Demand Mgt Financial Mgt Portfoliol Mgt Planning Initiation Design Coord SLM Security Mgt Availability Mgt Capacity Mgt Continuity Mgt Requirements Analysis Scope Design Service Catalog Supplier Mgt Plan & Support Knowledge Mgt Change Evaluation Validation & Testing Change Management Release & Deployment Continual Service Improvement Service Strategy Seven Step Improvement Process Service Design CMMI Svc Asset & Confg Mgt Service Transition Development Integration Testing Training Acceptance Release Deploy Project Management (PMBOK, PRINCE2, etc.) Problem Management Request Fulfillment Access Management Incident Management Event Management Service Operation Operate Maintain Improve Services 2013 Edify ITSM, Inc.

21 Submitted for your approval Become aware of common threads within ITSM Become a student of Service Management Welcome to The TwilITIL Zone! Ken Wendle. FSM ken.wendle@edifyitsm.com Edify ITSM, Inc. - A DIMENSION BEYOND ITSM ACTIVITIES Thank you for attending this session. Please fill out an evaluation form for Session 202.

New and improved: What Does Continual Service Improvement Really Mean?

SESSION 207 Wednesday, May 10, 11:30am - 12:30pm Track: The Executive Perspective New and improved: What Does Continual Service Improvement Really Mean? Kenneth Wendle Instructor, consultant, speaker,