Integration between ITSM IIIand the Project Office Simon Sharpe ITSM III
ITSM Phase III Project Access (Identity) Management Request Fulfillment Knowledge (Document/ Management Information Security Mgmt Event Management Service Catalogue Mgmt Evaluation Technical Management Red areas extended by ITSM III Supplier Management Service Validation & Testing IT Operations Management Application Management Strategy Generation Service Level Management Transition Planning & Support ServiceDesk Demand Management Capacity Management Change Management Service Portfolio Management Availability Management Incident Management CMDB Financial Management IT Service Continuity Mgmt Release & Deployment Mgmt Problem Management
ITSM III • ITSM III is defining what it means to be “In Production” through Release Management • ITSM III is itself a project and is being managed using the templates, approaches, and advice of the Project Office • ITSM III presents some unique challenges, but still requires the normal project disciplines
When Does Release ManagementApply to Project Management? • Release defines what it takes to get a new or changed service or application into production • If your project delivers a service or application into production, you need to do Release Management
What does “In Production” mean? • Defined roles for ongoing operation • Defined Service Levels • Backup and recovery • SARP, where appropriate • ITSC ready to support the application • OPC ready to run the application • Project Team enabled to move on • Etc., etc.
The Checklists • Go through Release Transition from SharePoint • Go through Sample ITSC from SharePoint • Show Phases ITDDM diagram from SharePoint • Relate to RM-Project Phases
Managing the ITSM Projectwhat is Unique • We are not delivering a new service or application • We are delivering an organization that thinks and works differently • Sure Simon. Good luck measuring that • Documented processes and agreements • Defined Outcomes (e.g. 90% of outages logged as incidents, SLAs for 15 services, etc.) • Many unknowns, like where to start with SLM • We don’t know what Service Level we are delivering • We don’t have a target Service Level • Large number of integration points with other IT process initiatives • Deep engagement with staff required for success
Managing the ITSM Projectwhat is like every other project • Who has a stake in the outcomes? • What do they require? • Agreement on what we are delivering, why, and how much time and resources it will take • How do we unambiguously measure success? • We need a plan • Scope • Schedule • Tasks and relationships • Resources • We need ongoing communications with our stakeholders • Talking and listening • We need frank assessments of risks and progress