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Source : Hewlett-Packard
ITIL v3: Supporting the Evolution of IT Effectiveness for Improved IT Operations
Information Technology (IT) is also known as :
IT Management,
ITIL,
Computer Science,
IT Service Management Suite,
Information Technology Infrastructure Library,
Management Information Systems,
Information Technology Management,
Information Systems,
Technology Systems,
Information Science,
Information Systems Development.
Table of contents
- IT as a strategic partner
- Evolution not revolution
- The end-to-end service lifecycle
- Leadership: HP Software and the development of ITIL v3
- A portfolio of solutions for effective service management
- A service center for meeting business needs
- Market-leading asset, configuration and change management capabilities
- Powerful decision support
- Where to start? HP Software solutions and your ITIL v3 initiatives
- Comprehensive services to achieve success
- Why HP?
- Find out more
IT as a strategic partner
It-s hardly a new insight, but it-s worth repeating:
in today-s business world, there-s no such thing as
an IT project; there are only business projects with IT
components. Organizations that have recognized this
fact have seen the advantage of elevating IT to the
role of strategic partner-one that works closely with
the rest of the business to marshal IT resources in
support of business objectives. After all, organizations
that can effectively coordinate with IT, and move swiftly
to capitalize on opportunities, can take the early initiative
in the marketplace to deliver the products and services
customers demand.
To act as a strategic partner, however, IT needs to
augment its service management capabilities. The
traditional focus on IT operations needs to be expanded
to include processes that help IT interact with the rest
of the organization, manage change more effectively
and consistently deliver services that result in positive
business outcomes. To execute on this objective,
companies around the world are looking to the
latest version of the IT Infrastructure Library (ITIL).
Since it was first introduced in the 1980s, ITIL has
evolved to form the basis for IT Service Management
(ITSM) practices as well as ISO/IEC 20000 certification.
Originally concerned with infrastructure management,
ITIL focused on stability and control-with IT operating
as a group of technical experts managing assets to
reduce disruptions to the business. With ITIL v2, the
notion of ITSM came to fruition. IT was seen as a service
provider-separate from the business-that focused on
the quality and efficiency of IT processes. Today, with
ITIL v3, the focus is on "service management"-as
distinct from "IT service management." The emphasis
falls on business needs, not IT needs. To help the
business realize strategic objectives, IT needs to be fully
aligned and integrated with the rest of the business.
While IT must manage change meticulously, it must also
cultivate a portfolio perspective on existing IT assets
to improve resources and make effective trade-off
decisions in the best interest of the larger business. ITIL
v3, in other words, views IT as a partner working with
the larger organization it serves to help the organization
execute strategic initiatives.
Evolution not revolution
To be sure, ITIL v3 is a significant step forward-one that
recognizes the role organizations want IT to play as they
seek to more effectively respond to market demands. On
the other hand, ITIL v3 doesn-t mean that earlier ITIL
investments are wasted. It-s still very important for IT to
provide services in an efficient and cost-effective manner.
But these operational concerns do not exist in a vacuum.
ITIL v3 builds on previous ITIL progress by providing details
on how an efficiently running IT organization can better
organize itself to understand and meet the needs of the
business, from strategy to operations and ongoing
improvement.
The recommendations made in ITIL v3 stem from years of
research into the best practices of leading organizations
that have taken steps to elevate IT to the status of strategic
partner. For these organizations, IT is much more than
a back-office support function. As the example of online
banking clearly illustrates, today-s IT is actively involved
in the development of front-office, customer-facing products
and services that bear directly on the competitiveness
of the business. This raises the stakes quite a bit-and
businesses want to make sure that IT is aligned with
broader organizational objectives so that products and
services can be delivered without a glitch.
In the experience of many organizations pursuing this
path, problems tend to be associated with the earlier
stages of development-before a service is put into
production. For IT organizations focused on operational
efficiency, these problems are hard to solve because
they point to breakdowns in the areas of business/IT
alignment and communication, service design and service
transition. What-s needed is a more comprehensive
approach to service management that addresses all
stages of the service lifecycle.
The end-to-end service lifecycle
One of the most striking features of ITIL v3 is the
degree to which the model moves from an operational
view of IT to one that fully accounts for the end-to-end
activities IT engages in as it seeks to help the business
realize its objectives. In doing so, ITIL v3 articulates five
principal stages of the service lifecycle. These include:
- Service strategy stage:IT works with the business to
manage demand, determine markets, track finances,
resolve resource trade-off issues and ultimately decide
what services IT should provide to the rest of the
business.
- Service design stage:IT develops a pragmatic service
blueprint that balances functionality, performance and
cost-and also makes key decisions on sourcing (insourcing,
outsourcing, co-sourcing).
- Service transition stage:IT tests services and introduces
them into the infrastructure in a controlled manner
according to clearly defined processes for change
management, asset and configuration management,
and knowledge management.
- Service operation stage:IT actually delivers and
supports the services it has developed-with an
eye for stability and assuring service uptime while
still maintaining the flexibility required to respond
to variations in the business and IT environments.
- Continual service improvement stage:IT monitors
service performance and identifies ways to improve
quality and reduce costs while staying aligned with
changing business requirements.
By explicitly addressing all five stages of the service
lifecycle and describing the best practices required to
manage them, ITIL v3 acknowledges a fundamental
problem impacting the effectiveness of IT organizations
today-namely, misaligned strategies and poor
processes for service and application transition. With
a primary focus on operations, IT finds it difficult to act
as a strategic partner providing services designed
to deliver desired business outcomes. An analogy to
stock car racing helps illustrate the point. Certainly
a successful stock car team needs a skilled driver to
operate the vehicle and the expertise of a trained
pit crew to maintain it during the race and after. But
what if the car is inadequately designed to begin with?
Or, what if the strategic requirements change to, say,
off-road racing? A stock car team that is focused on
operations and divorced from the strategy, design,
build, finance and test phases can do little to address
these challenges.
In the same way, an effective IT team in the business
world needs to link strategy, applications and operations
across the service lifecycle in order to do its job effectively.
Unfortunately, the siloed nature of many IT organizations
works against this objective. Far too often, IT is characterized
by discrete groups pursuing individual
agendas and launching disconnected initiatives to
increase operational efficiencies according to narrowly
defined objectives.
To overcome these obstacles, organizations like yours
need a set of capabilities that can help break down silos,
improve coordination between IT and the rest of the
business, and facilitate effective service management.
Starting with an operations focus on ITIL v3, this entails
the following:
- A service catalog that helps IT manage and fulfill
business demand for IT goods and services across
the service lifecycle
- Asset and financial management capabilitiesto
enable IT and its associated investments to be truly
managed as a business
- A consolidated service desk based on ITIL best
practices to help you rationalize change, release and
configuration processes, and meet the requirements of
service level agreements (SLAs)
- Change and configuration capabilities to support
application and business service stability, to help
you maintain performance while you mitigate risk,
manage compliance and reduce cost through
automation of change
- A federated configuration management database
(CMDB) that can store asset information, record
configuration changes and provide a foundation for
discovering, mapping, visualizing, and synchronizing
configuration items throughout the IT infrastructure
- Enterprise knowledge management for recording
known system issues and other critical IT services
data and making this information available
throughout the service lifecycle
With these foundational technologies helping to link the
various stages of the service lifecycle, organizations can
be better prepared to coordinate their activities across
functional IT domains and work more effectively with the
rest of the organization to execute strategic initiatives.
And HP Software can help. HP Software provides you
with the technology leadership and specific software
solutions you need to implement the processes and best
practices recommended by ITIL v3.
Leadership: HP Software and the
development of ITIL v3
HP has been instrumental in defining and promoting the
new ITIL v3 standard. HP, in fact, is the only technology
vendor to provide authors for core books that describe
the ITIL v3 standard. HP consultants David Cannon
and David Wheeldon, for example, wrote the book
Service Operation. In addition, Stuart Rance and Ashley
Hanna of HP, authored the ITIL V3 Glossary of Terms,
Definitions and Acronyms and Jeroen Bronkhorst of HP,
developed the ITIL v3 process maps.
As ITIL has evolved, so has HP Software. Today we offer
a comprehensive portfolio of solutions for managing
almost every aspect of the service lifecycle-along with
specific consulting services that range from training to
project and implementation consulting to full outsourcing.
What does this mean to you? It means that you can trust
in the unique expertise HP has developed over time to
help you execute your ITIL v3 initiatives and transform IT
into a business-driven organization.
A portfolio of solutions for effective
service management
As described earlier in this paper, effective service
management that takes account of the entire service
lifecycle, from strategy to ongoing service improvement,
requires the ability to break down silos, integrate the IT
infrastructure and facilitate collaboration. HP software
helps you do just this with foundational technologies
and functionally comprehensive, best-of-breed solutions
that support the needs of the global enterprise. These
technologies and solutions help you coordinate and
automate IT processes across domains, execute complex
change and configuration processes, and manage
critical assets throughout their entire lifecycle.
A service center for meeting business needs
Today-s organizations need much more than a simple
service desk for logging IT problems as they occur. They
need a way to orchestrate activities across multiple
people, processes and departments. HP ServiceCenter
software helps you do this with an open technology
foundation that facilitates communication and information
sharing throughout the service lifecycle.
Powerful service desk functionality automates incident
management, while problem and change management
functionality helps you find permanent solutions to
recurring issues and rationalize the change process.
HP ServiceCenter also helps IT manage service requests
more efficiently and supports consistent compliance
with defined service level agreements.
Of particular importance is the service catalog provided
with HP ServiceCenter. Serving as an online "shop
window" that allows business users to see the services
available to them, this service catalog plays an
important role in creating, managing and pricing the
work of IT in a way that aligns with the objectives of
the overall business. Working in conjunction with an
underlying catalog and request management system,
the service catalog represents a best-practice-based
approach to defining and enforcing a standard set
of products and services-reflecting both SLAs and
business objectives-along with the approvals, costs
and chargebacks associated with each product or
service. Users can select from available predefined
services with a clear understanding of the cost and SLA
parameters involved; this understanding gives users the
power to make the best trade-offs between the services
they choose and the prices they are willing to pay for
them. This unambiguous supply-and-demand approach
helps IT better manage the delivery of services, while
creating a more satisfying service experience for the
business it serves.
Equally important are the knowledge management
capabilities supported by HP ServiceCenter. One
of the biggest problems organizations face is the
question of how to capture, organize and distribute
knowledge about services as each service passes
through the various stages of its lifecycle. Do developers
working on the design stage understand the business
requirements that were captured during the strategy
stage? Do IT staff members focused on operations
have a full understanding of how and why the service
was developed in the first place? With the powerful
knowledge management capabilities supported by
HP ServiceCenter, you-ll be able to turn individual
knowledge into organizational knowledge and more
effectively close gaps in understanding as services
move from initial conception to daily operations.
Knowledge extracted from a wide range of data sources
is used to populate a comprehensive information library.
In self-help fashion, users access this knowledge base
and receive the best answers to relevant questions-
making it unnecessary for you to re-invent the wheel
every time a user encounters an obstacle. This
knowledge helps maintain smoothly running services
and can even be used to cut costs and increase
efficiency and productivity through the automation of
problem resolution. This plays a critical role in helping
to put disparate IT groups on the same page, so that
IT can act in a unified manner to address the needs
of the business.
Market-leading asset, configuration and change
management capabilities
One of the major changes introduced with ITIL v3 is
the combination of asset management and configuration
management into a single process that allows organizations
to meet its corporate governance obligations,
manage its assets more effectively, monitor and reduce
IT spending, rationalize the change and releases process,
and resolve incidents and problems with greater speed.
This is accomplished by protecting the integrity of
configuration items (CIs) throughout the service lifecycle,
providing accurate information to support business
and service management, and establishing and
maintaining a comprehensive configuration management
system.
Technology and solutions from the HP Software portfolio
make this job much easier. HP AssetCenter, for example,
centralizes IT asset information, allowing you to track all
relevant activities and costs from request and procurement
to retirement and disposal. You-ll be able to manage the
physical, financial and contractual aspects of all IT
assets individually, and as part of the business services
they support, across the geographically dispersed
enterprise. You-ll also be able to optimize costs,
charge back for services rendered, provide security,
and mitigate compliance risks while deploying your
assets more effectively.
HP Universal CMDB software serves as a federated
solution that helps you centralize configuration items
across multiple authoritative repositories. Agentless
auto-discovery capabilities enable you to see what-s
what throughout your entire IT infrastructure. Powerful
visualization makes it possible for you to look at
infrastructure components from various perspectives,
while modeling and mapping capabilities enable you to
understand the dependencies between those components.
Market-leading solutions available in HP Configuration
Management software round out your configuration
management capabilities. These solutions automate
the deployment and ongoing management of software,
including operating systems, applications, patches,
content and configuration settings via a single point
of control for efficiency, agility and compliance. This
enables you to reduce management costs, deploy
services faster, reduce disruptions to the business, and
strengthen security and compliance through continual
policy enforcement.
HP Change and Configuration Center also includes HP
Change Control Management software. This solution
leverages the discovery and mapping capabilities of
HP Universal CMDB to help you effectively orchestrate
change throughout the IT organization. You-ll be able
to automate impact analysis and help your Change
Advisory Board (CAB) manage incoming change
requests from multiple service desks. This provides
the visibility required for your CAB to make rapid,
informed, change-related decisions that keep pace
with the speed of your business.
Together, HP AssetCenter, HP Universal CMDB, and HP
Configuration Management software form the basis of a
true configuration management system according to ITIL
v3 recommendations. Providing critical information on
CIs-where and when the information is needed-these
solutions form a system that helps keep information
up-to-date, improves the efficiency and effectiveness
of all service management processes, and assists in
the integration of service management processes. This
enables you to manage your IT environment and enforce
corporate policy for significantly improved IT performance.
Powerful decision support
If IT decisions are really business decisions, IT needs
to find ways to align resources with business objectives
on a consistent basis. With powerful analytics, HP
DecisionCenter software makes it far easier for your
IT organization to, on an ongoing basis, measure and
understand service performance as it relates to business
goals, helping to drive continual service improvement.
Additionally, HP DecisionCenter quantifies financially,
the impact of service performance issues, as well as
tests the potential impact of incident or change to reduce
risk and cost to the business. Finally, these analytics,
paired with a powerful optimization engine, provide
the ability to make resource allocation decisions-
helping to optimize the business effectiveness of the
IT staff-reducing costs, and helping to maintain service
levels. HP DecisionCenter is an IT decision support tool
designed to utilize analysis and simulation against
historical service data. This allows you to truly optimize
your IT staff assignments and demonstrate the impact
of additional services on the existing service portfolio.
Where to start? HP Software
solutions and your ITIL v3 initiatives
Few organizations can afford to rip out and replace
existing systems in order to achieve the objectives
articulated in ITIL v3-however laudable those objectives
might be. For the vast majority of organizations, reinventing
IT as a strategic partner, focused on delivering
positive business outcomes, is more of a journey than
a single project. This is why HP Software advises an
incremental approach, one that focuses on specific
initiatives that deliver tangible business benefits today,
while they increasingly build for the future-establishing
the capability of IT to run itself as a results-oriented
service provider, partnering with the rest of the business
to execute strategic objectives. With a wide array of
integrated solutions in the HP Software portfolio to
choose from, you can start wherever it makes most sense
given the priorities of your business and the maturity of
your IT organization.
Comprehensive services to
achieve success
Providing customized consulting, support and education
services, HP Services collaborates with you to strengthen
the success of your ITIL v3 initiatives, from awareness
to management and continual improvement.
Transformational Service Management services focus on
making major steps in increasing your IT maturity and
capabilities as you manage your IT Services lifecycle.
Operational Service Management services assist you in
your day-to-day fine-tuning of IT operations, maintaining
the health of IT services and enabling continual service
improvements using best practices.
Providing customized consulting, support and education
services, HP Services collaborates with you to strengthen
the success of your ITIL v3 initiatives, from awareness
to management and continual improvement.
Transformational Service Management services focus on
making major steps in increasing your IT maturity and
capabilities as you manage your IT Services lifecycle.
Operational Service Management services assist you in
your day-to-day fine-tuning of IT operations, maintaining
the health of IT services and enabling continual service
improvements using best practices.
Spanning the continuum from customer-managed to full
outsourcing, available HP services include:
- Transformational services including IT strategy,
process consulting and technology integration
- Operational services for continual service
improvement and mission-critical partnerships
- Educational services for ITIL and service management
- Utility services that deliver ongoing lifecycle services
in one monthly fee
- Outsourcing services for customers who prefer a fully
hosted solution for their end-user environments
With more than 69,000 service professionals operating
in 170 countries, unparalleled ITIL v3 leadership, and a
heritage of innovation in service management services,
HP Services focuses on total flexibility-providing services
that are tailored to meet your individual needs.
Why HP?
- HP is an industry leader in developing and co-authoring
ITIL v3 standards and has one of the world-s largest and
most knowledgeable ITIL/ITSM certified workforces.
- HP has more than 3,000 customer companies using
HP software to automate and orchestrate key ITIL v3
processes.
- HP has trained more than 80,000 professionals in
ITIL, ITSM and HP Software management applications.
- HP has more than 80 education centers worldwide
that are authorized ITIL examination centers.
- HP has been actively involved in writing and
reviewing ITIL publications, including providing
authorship of ITIL v3 books and materials.
- HP provides comprehensive services-based on our
unique expertise and experience in the development
of ITIL standards-to help make your ITIL v3 projects
successful.
Find out more
To learn more about how HP Software can help you
comply with ITIL v3 and transform IT into a businessdriven
organization, contact your HP representative
today, or visit us online atwww.hp.com/go/software.
The following table provides a brief overview of the value of HP Software solutions and how they map to the specific stages of the end-to-end service lifecycle as described in ITIL v3.
| HP Solutions |
Value/Benefit |
ITIL v3 Strategy |
| HP Project and Portfolio Management Center |
Optimize service strategy and IT portfolio management
Manage business demand for new projects
Manage programs and projects from service design to service operations |
Service strategy
Service design |
| HP SOA Center |
Improve cross-IT collaboration and enterprise control through governance applications and
a system of record
Manage the contract between consumer and providers
Enable reuse of existing investments in SOA and Web services |
Service strategy
Service design |
| HP Quality Center |
Capture and manage business requirements to help create effective and efficient service
design
Standardize, enforce and accelerate an effective quality process
Validate service or application quality prior to go-live |
Service design
Service transition |
| HP Performance Center software |
Validate service or application performance prior to go-live
Share assets and knowledge with IT ops to support service and application availability and
performance |
Service transition |
| HP Application Security Center |
Accelerates the delivery of secure Web applications by finding vulnerabilities in
applications prior to go-live
Automatically fixes security vulnerabilities in application code and configuration
Continually analyze web applications in production to manage risk and support compliance |
Service design
Service transition
Service operations |
| HP Change and Configuration
Management |
Provide a global view into upcoming service changes and their impact on the business
Automate the deployment and management of all aspects of the software stack
Enforce compliance with policies and standards |
Service transition
Service operations |
| HP Universal CMDB |
Capture, model, visualize and manage business services and their associated CIs and
dependencies
Perform impact analysis to proactively understand the business impact of IT actions
Baseline and automatically track changes to gain better control of service operations |
Service transition
Service operations |
| HP Business Availability Center |
Manage and support the service levels of business services
Monitor health of business services from an end-user perspective
Isolate and identify causes of incidents and problems across all tiers of your business
services |
Service operations |
| HP Operations |
Manage servers and applications enterprise-wide
Monitor availability and performance of applications and services
Automate event correlation, impact analysis and recovery through corrective actions |
Service operations |
| HP Network Management Center |
Optimize network management across the LAN and WAN to support efficient and effective
business service delivery
Automatically provision network devices and services from IP routing and MPLS to VoIP |
Service transition
Service operations |
| HP Identity Center |
Manage the provisioning or removal of access to business services, applications and
infrastructure
Implement, enforce and measure compliance with security/identity controls |
Service operations |
| HP Service Management Center |
Automate, manage and fulfill the business demand on IT with a fully integrated service
catalog
Increase IT staff efficiency through best-practice standardization and automation of IT
processes within the service desk
Decrease the cost of IT support through comprehensive knowledge management and self-service
Manage the entire IT asset portfolio across the lifecycle, ensuring compliance and providing
true IT financial management
Analyze, predict and optimize the provision and continual improvement of IT operations |
Service operations
Continual service improvement |