ITIL v3 at HP:

A C ase Study
William Dupley
IT Strategist
HP Canada

2 0 0 6 Hewlett-Packard Development C omp any, L.P.

The information contained herein is subject to change without notice

A gend a
1.

2.

3.

ITIL V3 Sta ges

Service Strategies
Service Design
Service Transition
Service O perations

C ontinual Service Improvement

HP C ase Study
1 . N ew Service Lifecycle
2 . Existing Service Lifecycle
3 . Asset M ana gement Lifecycle
4 . Integrated Change & C onfiguration lifecycle

C ontinual Service Improvement: ITSM Te am skills

IT Service M ana gement Technology Architecture
Close

1 4 September
2007

ITIL V3
The
Package

C ontinual Service
Improvement
Service
Service
Design
Design
Service
Service
Strategies
Service
O peration

ITIL
Service
Transition

Source: ITIL Refresh Project

1 4 September
2007

1. Service Strategies
Pur p ose

Service
Service
Strategy

ITIL

To identify the demand for new services and develop

an integrated comprehensive plan to supply these
services.
To justify IT expenditures consistently
C larify the relationships between various services,
systems, processes, business models, strategies and
objectives they support
V a l u e t o B u si n e ss
C le ar definition of Services, Service model, & Service
Delivery models

Cle ar decision making on Project justification, and

portfolio mana gement
P r o c e ss e s
Service Portfolio M ana gement (SPM)
Demand M ana gement
Financial M ana gement
4

1 4 September
2007

2. Service Design
Pur p ose
To design IT services, together with governing
practices, processes and policies, to re aliz e the
org aniz ations strategy
Service
Service
Design
Design
Service
Service
Strategy

ITIL

1 4 September
2007

To ensure quality service delivery, customer satisfaction

and cost-effective service provision
V a l u e t o B u si n e ss
Reduced total cost of ownership (TC O ), Improved
quality of service, Improved consistency of service,
Easier implementation of new / changed services and
Improved service alignment
P r o c e ss e s
Service C atalog M ana gement
Service Level M ana gement
Availa bility M ana gement
Information Security M ana gement
Supplier M ana gement
C a p acity M ana gement
IT Service C ontinuity M ana gement

3. Service Transition
Pur p ose
To plan and implement the deployment of all rele ases to
cre ate a new service or improve and existing service.
Assure that the proposed changes in the Service Design
Packa ge are re aliz ed.

Service
Service
Design
Design

Successfully steer rele ases through testing and into live

environment. Transition services to / from other or
org aniz ations. Decommission or terminate services

Service
Service
Strategy
ITIL

V a l u e t o B u si n e ss
Service
Transition

A bility to re act quickly to give competitive edge.

Transition mana gement re mergers, de-mergers,
acquisitions, transfer of services. Higher success rate of
changes and rele ases. More confidence re governance
and compliance. Reduced level of risk
P r o c e ss e s
Change M ana gement
Service Asset and C onfiguration M ana gement
Rele ase and Deployment M ana gement

1 4 September
2007

4. Service O perations
Pur p ose
To coordinate and c arry-out d ay-to-d ay activities
and processes to deliver and mana ge services at
a greed levels. O ngoing mana gement of the
technology that is used to deliver and support
services

Service
Service
Design
Design
Service
Service
Strategy
Service
O peration

V a l u e t o B u si n e ss

ITIL

Decre ased Down time, and Slow time

Service
Transition

1 4 September
2007

Ra pid Service Restore time

P r o c e ss e s
Event M ana gement
Incident M ana gement
Request Fulfillment
Problem M ana gement
A ccess M ana gement

5. C ontinual Service Improvement

Purpose
C ontinual Service
Improvement
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration

ITIL

To continually align IT services to changing

business needs by identifying and implementing
improvements to services, processes, and lifecycles
C ontinually looking for w ays to improve process
efficiency and effectiveness and well as cost
effectiveness

V alue to Business
Service
Transition

Improved service quality, higher availa bility,

G ra dual cost reductions and better costjustification, Better information a bout existing
services and are as for improvement. Improved
communication

Processes
The 7 Step Improvement Process

1 4 September
2007

HP C ase Study

IT Service M ana gement Model

Stable IT
Efficient IT
A d a ptive IT
Service planning

Security management

IT strategy and architecture planning

Continuity management

Customer management

Availability management

IT business assessment

Capacity management
Service-level management
Problem management

Change management

Incident and service

request management
O perations management

10

1 4 September
2007

Financial management

Configuration
management
Service build and test
Release to production

HP ITSM and ITIL V3.0

C ontinual Service
Improvement
Service
Service
Design
Design
Capacity management

Availability management

IT business assessment
Service-level management

Service
Service

Strategy

Service
O peration
O perations management

IT strategy and architecture planning

ITIL
Financial management

Problem management

Service planning Change management

Customer management
Service
Transition

Incident and service

request management

Service build and test

Release to production

11

1 4 September
2007

Configuration
management

1. N ew Service Lifecycle

Service
Service
Design
Design
Service
Service
Strategy
Service
O peration

ITIL

Service
Transition

BUSINESS
DELIVER

OPERATE

Business Service
Management

Service request management

Program Mgnt

Quality
Assessment

Configure & Provision

Portfolio Mgnt

Asset Management

Procurement

12

1 4 September
2007

Consolidated
service desk

Consolidated
Operations

Service Driven
Operations

Service Dependency Mapping

PLAN

1. N ew Service Lifecycle

Service
Service
Design
Design
Service
Service
Strategy
Service
O peration

ITIL

Service
Transition

BUSINESS
PLAN

DELIVER

OPERATE

Business Service
Management

Service request management

Service Strategy

Program Mgnt

Service
Design

Quality
Assessment

Service
Transition

Asset Management

Procurement

Configure & Provision

Portfolio Mgnt

Consolidated
service desk

Consolidated
Operations

Service Driven
Operations

Service O perations

13

1 4 September
2007

Service Dependency Mapping

C ontinuous Service Improvement

1. N ew Service Lifecycle

Service
Service
Design
Design
Service
Service
Strategy
Service
O peration

From definition to delivery

ITIL

Service
Transition

BUSINESS
DELIVER

OPERATE

Consolidated Demand
Service request management
New Applications &
Enhancements

Service definition

Program
Mgnt
Project

Quality
Assessment
Testing

Prioritize

Time

Validation

Allocate
resources

Portfolio Mgnt

Capital
People

Resource

Infrastructure

Asset Management
Contracts Finance

Inventory

Business Service
Management

IT Services/User

Analytics

Configure & Provision

Strategic Projects

Decision Support

B-SLM

Consolidated
service desk
Incident

Problem

Change

Release

Request

SLM

Consolidated Operations
Server

Storage

Network

Chargeback
Service Driven Operations
Procurement

Cost mgnt
IT Financial Management
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2007

Vendor mgnt

Service Dependency Mapping

PLAN

Service
Strategy

Portfolio Prioritiz ation Process

Portfolio Investment M atrix

Business Value

1000

ITIL

I n v e st m e n t M a t r i x

Redefine Strategy
& A pproach

Take Action
Invest He avily

Business Value is
defined by
Focus Area
Voting Results.
Each Investment
is prioritized
based on the
are a it supports
and its.
impact on key
metrics.

Bubble size
= 2H0 4 $s
(Bus and IT)

500

Cost of
Goods Sold
Field Selling
Cost

Eliminate from portfolio

0
15

Minimize Investments

1 4 September
0
2007

Marketing
Cost
Envelope
Marketing &
Field Selling
Cost

Minimize or Redefine
Investments

Readiness
500

1000

IT Tactical Plan of Record

16

A consistent me ans of reporting results of

1 4 September
progress across projects for a business
2007

Service
Strategy
ITIL

Service
Service
Design
Design

HP EA Methodology, b ased on T O G AF

The EA Methodology is a d a pted

from the T O G AF 8.1 Architecture
Development Method (A DM)

The EA Methodology points to

HP resources and uses HP
terminology, while retaining the
intent of the A DM phases

Emphasiz es the preliminary

phase through Phase E
C omplementary to the IT
Methodology and Project
Architecture Review process
which provide implementation
governance
17

1 4 September
2007

Service
Service
Strategy

ITIL

Prelim:
Framework and
Principles

A
H

Architecture
Vision

Architecture
Change
Management

B
Business
Architecture

G
Implementation
Governance

Requirements

F
Migration
Planning

Information
System
Architectures

D
E
Opportunities
and Solutions

Technology
Architecture

Using the EA Methodology and

IT Methodology Promotes A gility
Current State
Architecture

Pre

Architecture Initiatives
Using EA Methodology

H A B
G Req . C
F E D

Service
Service
Design
Design

Service
Service
Strategy

ITIL

Future State
(or Target)
Architecture

Implementation Programs/Projects
IT Methodology
Process
Phase

18

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2007

Customer Engagement
Opportunity
Development

Project
Scoping

Project Delivery
Analysis

Design

Construction

Support
Testing

Implemented Solutions

Implementation

Application
Production
Support

Service
Service
Design
Design

HP Project Architecture Review Process

Service
Service
Strategy

ITIL

Legend

Application Landscape WW HR Systems

Contingent
Workforce
(Ext. Agencies)

EXAMPLE 1

Recruiting Data
(RecruitSoft)

GL, Cost Ctr.

Codes (SAP)

InLine

SMTP
Addresses
(Exchange)

Facilities
Locations

@hp

Compaq
PeopleSoft

New Interface by Day 30

(Temporary)

HP
PeopleSoft 8.1

15min.
lag

IT Systems Review Board

Funding & Prioritization
Decision Point

P a t h w a y t o P r o d u cti o n (P 2 P)

PS Ops. Data
Store (ODS)
24 hrs. lag

Enterprise
Directory

Data
Warehouse

Payroll
(SAP)

Data
Warehouse
(GEM)

External Environment

External
Change
Announced

(SAP)

Benefits
(Hewitt)

AMT

ReferenceFile

Stock Plan

ExternalServicesProviders

ITO EA Program

Assess

Multiple Application Feeds

Change

Change
(high

Identified

level)

Legend:
BLUE
WHITE

o r

Yes

Determine

Select

Affected
Domains

Change
Assessment
Lead

New asset
Existing Asset
Existing Asset
beingchanged
Asset being retired

2002

ExistingInterface
Intranet or Extranet

Data warehouse

New interface

Core application

Other data store or file

Satelliteapplication

External service
provider application

IT O Enterprise Architecture

Interface can be retired

Interface being retired

Existing Interface
beingchanged

DomainArchitects

Interface across Firewall

Change
Identified

EAI/Messaginginfrastructure

th

June 4 , 2 0 0 2

page 1 8

DomainContributors

Change
Identified

Review
Proposed

Change
Approved?

Changes

o
N

AMTApproval

Domain
Change?

ReqAMT
Approval?

Assess
Change
(detailed

Domain Specific Change

level)

Assemble Results &

Recommendation

Artifact
Change?

Yes

Draft
Changes

Change
Artifact(s)

Communicate
Recommendation

No

Yes

(EA Community)

Change
Domain
Structure

Final

Communicate
Recommendation
(EA Community)

Assess
Change
(detailed
level)

Task Assignments

Change Assessment Lead

Cross Domain Change

ro

No

Action
Req?

Yes

Multiple Application Feeds

Rejection/Issues/Request for Modifications

Applications

Yes

ReferenceFile

Retirement
Plan
(Fidelity)

No

Health

No

Payroll

Assessment Lead Notification

Applications

Initiate

Assessment
Project

Assemble Results &

Recommendation

Draft

Implementation
Readiness Summary
Tech. & Info Summary-Final
BIM
Workflow Models
Tech. & Info Summary-Draft

Application Landscape
Scope from charter

Monetary
Cost
Funding
Process
Phase

19

Exp.

Exp.

Exp.

Cap.

Customer Engagement
Opportunity
Development
1 4 September
2007

Project
Scoping

Cap.

Cap.

Cap.

Exp.
Support

Implementation

Application
Production
Support

Project Delivery
Analysis

Design

Construction

Testing

C ontinual Service
Improvement
Service
Service
Design
Design

IT Metric Time Boxing

Service
Service
Strategy
Service
O peration

Definition
Measure of time to deliver against time boxing target durations
Target durations are based on summary phase (Planning,
Development or Warranty)
Phase must be completed to be included in the time boxing
calculation
Result
Percentage of projects on target for each summary phase and
overall

20

1 4 September
2007

ITIL

Service
Transition

C ontinual Service
Improvement

PAR Metrics and Reporting

A consistent me ans of reporting results of PAR

Reviews across projects for a business

PAR Metrics are tracked and reported on an enterprise basis.

21

1 4 September
2007

Service
Service
Design
Design
Service
Service
Strategy
Service
O peration

ITIL

Service
Transition

Service
Service
Design
Design

2. Existing Service Lifecycle

Service
Service
Strategy
Service
O peration

ITIL

Service
Transition

Ec o n o m ic B u y e r
(S e r v ic e C o n s u m e r)
O n g oin g Su p p o rt
O p e r a ti o n s

Order Mgmt

Resource
Rationaliz ation

Build / Configure

Provision

ITIL / ITS M P r o c e ss e s
Demand Planning &
Mgmt

22

1 4 September
2007

Inventory & Asset

Mgmt

Supplier &
Partner Mgmt

Q uality Mgmt &

Reporting

Service
Service
Design
Design

2. Existing Service Lifecycle

Service
Service
Strategy
Service
O peration

Service
Transition

Ec o n o m ic B u y e r
(S e r v ic e C o n s u m e r)

O n g oin g Su p p o rt
O p e r a ti o n s

S e r v ic e
Tr a n siti o n

S e r v ic e D e si g n
Order Mgmt

Resource
Rationaliz ation

Build / Configure

S e r v ic e
O p e r a ti o n s
Provision

ITIL / ITS M P r o c e ss e s
Demand Planning &
Mgmt

23

1 4 September
2007

ITIL

Inventory & Asset

Mgmt

Supplier &
Partner Mgmt

Q uality Mgmt &

Reporting

24

1 4 September
2007

25

1 4 September
2007

3. Asset M ana gement Lifecycle Synchroniz ation

Service
Service
Design
Design
Service
Service
Strategy
Service
O peration

Service
Transition

C ontinuous Process Improvement example

O rder

Receiver

Stock

Build

Pre-Prod

ITIL

Production Decomm

Dispose

Arib a

Procurement
Interface

RFID

HP
Asset C entre
Asset M gnt
A M DB

26

1 4 September
2007

Fi n a n ci a l
O r g a n i z a ti o n

W ork Flow
& Tickets

Links Asset to CI to facilitate

Asset lifecycle synchroniz ation

Q u a lit y Iss u e s:
Tra cking A ge
Tracking Loc ation
Tra cking a ccura cy

HP
Service C entre
C onfiguration
Mgnt
C M DB
IT
O r g a n i z a ti o n

Service
Service
Design
Design
Service
Service
Strategy

4. Integrated Change and C onfiguration Lifecycle

ITIL

Service
Transition

BUSI N ESS
PLA N

O PERATE

DELIVER

Complex changes
starting point:
Prioritiz e change
requests
Allocate resources
M ana ge project
Track a pprovals

M ana ge Service Levels

Model functional
changes to
ensure quality
Valid ate
performance
a g ainst business
demand

M ana ge
change status
through release

Monitor change imp act to

ensure availa bility and

Simple changes
starting point:
C onsolid ate /
create RFCs
M ana ge process
vi a workflow

performance of services
Analyze
change imp act

Deploy and
verify changes

A pprove /
reject RFCs

Record for audit

Universal C MDB

Project & Portfolio M ana gement C enter

27

1 4 September
C enter
2 0Q0uality
7

Discover assets and

ma p dependencies

Valid ate CIs upd ated after

change deployment

Incorporate CI
information with RFC

Identify imp acted

CIs for e ach RFC

Performance C enter

Change and C onfiguration C enter

Business Availa bility C enter

Service M ana gement C enter

O perations C enter

N etwork M ana gement C enter

28

1 4 September
2007

EPR provides Business Process and

A pplication relationship ma ps

29

1 4 September
2007

A pplication Eco-System Dependencies

Data
Connecti
vity

Operating System(s)
Soft Partitioning; Dynamic Resource Sharing; Clustering and Load
Balancing; Networking; Workload and Resource Management;
OS Security

Server and Storage Hardware Platform(s)

Hard Partitioning, Cluster and Interconnect; SAN; NAS; DAS
Load Balancing; Console and Storage Controller
Mgmt and Firmware

Network Infrastructure(s)
Physical; Logical; Protocols (TCP/IP, IPX, SNA, DECnet, NetBEUI);
TCP/IP Mgmt (WINS, DNS, DDNS, DHCP, Host/LMhost files );
Load Balancing; Future - IPV6

Datacenter and Environmental Infrastructure(s)

Site Selection, Power, Air Conditioning; Electrical; Space; Site Physical
Security (including medical e.g. SARS), Weather and Disaster Planning

30

1 4 September
2007

Discovery of the O SI layers of an A pplication Eco-system

OSI Layers

HP Universal CMDB
Engine: App
Server, RDBMS,
etc

http(s)
Users

2 3 4 5 6 7

Application Ecosystem
http(s)/

http(s)/

Whos
Discover
talking
Sweep
Identify
Host
Details?
hosts
Applications
To whom?
10.1.1.0/24&
SNMP,
SSH, WMI
SSH
SNMP,
JMX,
SQL,
WMI,
10.1.2.0/24
10.1.1.23
SNMP
WMI
Discovery
System
Telnet,
WMISSH
ICMP

1 Physical
2 Data Link
3 Network
4 Transport
5 Session
6 Presentation
7 Application

Weblogic
tcp 7001

AIX

Discovery Gateway

Discovery Gateway

HP Universal
CMDB
RMI
Discovery System

Discovery
Manager Lab 1

31

1 4 September
2007

Discovery
Manager Lab 2

SQL
tcpServer
1433

10.1.1.94
AIX

10.1.1.233

RMI
Windows
2003

10.1.1.17
Windows 2000
Apache
tcp 8080

10.1.1.1
Cisco
6000
10.1.1.98
10.1.2.182
Linux

10.1.2.1
Cisco
6000

10.1.2.222
Win 2003

APServer02 - Red Hat

4 x 1.8 Ghz Intel Pentium IV CPU
-2 GB RAM
- 2 x 40 GB Seagate SCSI III Disks
-Intel 10/100 Network Interface

HP Universal C MDB - Visualiz ation

32

1 4 September
2007

C a pturing A pplication Eco-System Relationships

Mapping of Relationships Types Between Hosts

33

1 4 September
2007

Understanding A pplication Eco-System Relationships

Capturing the Application Relationship Attributes

34

1 4 September
2007

Understanding Relationship Importance

By Capturing Traffic Volumes, Ports, Clients

35

1 4 September
2007

C ontinual Service Improvement

ITSM Te am Skills

C ontinual Service
Improvement
Service
Service
Design
Design
Service
Service
Strategy
Service
O peration

ITIL

Service
Transition

ITSM Te am Role
IT Lifecycle definition
IT Lifecycle implementation
IT Lifecycle / Process improvement

Process improvement intervention

specialists (Six sigma method)

Black Belt and M aster Black Belt

Specialists

36

1 4 September
2007

ITIL V3 7-Step Improvement Process

Identify
Vision, & Strategy
Tactical Goals
Operational Goals

1.

Define what you

should measure

Si x Si g m a M e t h o d o l o g y
7.

Implement
corrective action

6.

Present and use

the information
assessment summary
action plans, etc.

37

1 4 September
2007

D e fi n e t h e i m p r o v e m e n t a r e a

2.

Define what you

can measure

A n a l y z e t h e d a t a t o fi n d t h e
im pro v e m e nt a re as a n d ro ot
ca uses

3.

Gather the data

I m p r o v e t h e o p p o rt u n iti e s a r e a s

Who? How? When?

C o n t r o l t h e p r o c e ss i n t h e i m p r o v e d
st a g e

Integrity of data?

M e a s u r e t h e p r o c e ss p e r f o r m a n c e
o v e r a p e r i o d o f ti m e

5. Analyze the data

Relations? Trends?
According to plan?
Targets met?
Corrective action?

4. Process the data

Frequency? Format?
System? Accuracy?

C ontinual Service
Improvement
Service
Service
Design
Design

IT C ontinuous Improvement results

Service
Service
Strategy
Service
O peration

ITIL

Server Build increased throughput

Less than 5 a day to greater than 40 day
Provision in shared Infrastructure utility in 1 hour
Infrastructure and network test
Decrease change management approval from three weeks to
three days
Server Decommissioning
Worldwide process implemented from 30 days to 9 days
On time delivery of projects
?% - 79%- 90% - currently at 95% OTD

38

1 4 September
2007

Service
Transition

C ontinual Service
Improvement

IT Service M ana gement Technology Architecture

Service
Service
Design
Design
Service
Service
Strategy
Service
O peration

ITIL

Service
Transition

Customer interface and portal

Customer
management
Q uote
Configure
O rder mgmt

Service
c atalog

Service delivery assurance

C onfiguration

mgmt

Change
mgmt

Financial management

SL A
mgmt

Asset
mgmt

Project
Architecture
Review

1 4 September
2007

O perational
d ata
store

W eb services and message broker (HP Service Bus)

W orkforce
mgmt

39

Business
intelligence

Usa ge
medi ation

Service
costing

CRM

Process
rules and
routing
engine

Usa ge
reporting

Share point
Repository

Service
Design &
Management

Softw are
Library

Provision
system

Service
development
& deployment

W ork order
M gmt

Incident
mgmt

Performance.

mgmt

Problem
mgmt

O perations Management

Platform
mgmt

ITIL V3

40

1 4 September
2007