ITIL Drivers for Government Scott Spencer Vice President, Program Management, GTSI

2 Key Questions  What is driving the increased focus on services management?  How can I use the ITIL Framework to develop and support improved services management?  What are the implications for government?  What can I learn from real-world experience?

3 Information and Technology are Driving Major Transformation in Service Delivery  Tremendous change and growth is taking place in information-based services  The relaxation of physical constraints has changed our thinking about how information is produced and consumed  Information, previously a supporting element, has become the basis for value by itself

Value is Delivered through Services A “service” can be defined as: 1.a means of delivering value to customers 2.by facilitating outcomes customers want to achieve 3.without the ownership of specific costs and risks 4

Increasing Service Value Leads to Demand for Higher Quality 5

Service Providers Must Respond to Many Business Drivers

14 ITSM Provides the Basis for an Effective Response ITSM is a set of specialized organizational capabilities for providing value to customers in the form of services, including the designed functions and operational processes used to manage services throughout their lifecycle.

15 ITSM is Supported by Frameworks, Standards, and Associations  ITIL (UK OGC) – Information Technology Infrastructure Library  ISO/IEC  COBIT (ISACA) – Control Objectives for Information and related Technology  itSMF -- The IT Service Management Forum

16 ITIL v3 Provides a Lifecycle Framework 1.Strategy 2.Design 3.Transition 4.Operation 5.Continual Improvement

17 Service Strategy Provides guidance for the development of a services strategy to achieve key business outcomes  How do we create value with IT?  What services should we offer?  How do we justify required investments?  How do we define service quality?  How do we efficiently allocate resources?  How do we resolve conflicting demands for shared resources?

18 Service Design Provides guidance for the design and development of services that satisfy business needs and constraints  Service catalog management  Service level management  Capacity management  Availability management  IT service continuity management  Information security management  Supplier management

19 Service Transition Provides guidance for the test and deployment of new services or improvements, from design into operation  Transition planning and support  Change management  Service asset and configuration management  Release and deployment management  Service validation and testing  Evaluation  Knowledge management

20 Service Operation Provides guidance needed to coordinate and perform day-to-day activities required to deliver and manage services at agreed levels  Event Management  Incident Management  Problem Management  Request Fulfillment  Access Management

21 Continual Service Improvement Maintain alignment of IT services to changing business needs by continuously identifying and implementing improvements to IT services 1.Define what you should measure 2.Define what you can measure 3.Gather the data 4.Process the data 5.Analyze the data 6.Present and use the information 7.Implement corrective action

22 Government is a Services Provider

23 The President’s Management Agenda is “Service” Oriented The President’s vision for government reform is guided by three principles – Government should be:  Results-oriented  Citizen-centered, not bureaucracy- centered  Market-based, actively promoting rather than stifling innovation through competition

ITIL is the Obvious Choice for ITSM  Widely recognized and adopted  Based on proven best practices  Provides clear direction and guidance  Developed by government, with demonstrated success and value in government  Backed by industry expertise, software, tools and training 24

25 How Do I Get Off to a Fast Start?  Get educated  Establish business alignment  Obtain management support and team buy-in  Assess your existing capabilities and refine your service portfolio strategy  Leverage government and industry expertise  Build momentum with quick wins