ITIL 4 – Session 4

ITIL Practices
Cyrus Howells
Political itSMF Utilities Community of Interest Manger
ITSM Process Engineer, ITIL Expert
Guiding Principles
Organizations and Information chowells@duqlight.com
People Governance and Technology

Plan

Design Outcome
and
Opportunity Transition
Products
And Engage and Value
Demand Obtain Deliver Services
or and
Build Support
Output

Improve

Partners Practices Value Streams

November 18, 2020
and Suppliers and Processes
Continual Improvement

Technological
ITIL 4 – Session 4
ITIL Practices

Agenda

• Introduction and course background

• Recap from session 3
• ITIL Practices
• Session 3 takeaway exercise
• A practical example
• Takeaway exercise

2
ITIL 4 – Session 4
ITIL Practices

Meeting logistics

• Stay on mute if not speaking

• Use chat for questions
• I'll have times to stop to answer questions
• I'll keep this as interactive and engaging as possible
• I will follow up with any questions I can’t get to during session

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ITIL 4 – Session 4
ITIL Practices
Cyrus A. Howells
• ITSM Process Engineer Duquesne
• Past President – Pittsburgh HDI
• VP Education – Moon Toastmasters
• Manager – itSMF Utilities COI
• ITIL v3 Expert
• Lean Six Sigma Greenbelt
• Husband
• Father
• Grandfather
Past roles
• Cavapoo Dad • Field Technician
• Supervisor on Call
• Right of way Agent
• IT Analyst
• Service Desk Supervisor
• Client Technology Manager
• Service Level Manager
• Change Management Process Owner / Manager
• Operations Manager (Incident, Problem, Change)
• ITSM Process Management / Engineer

4
We provide a forum to discuss, development, and adopt IT
Service Management (ITSM) principles and best practices in
support of utility organizations.

We are not limited to but generally include companies who

generate, distribute or resell; electricity, gas, water, sewer and
telecommunications services.
itSMF USA is the premier membership association for Service Management professionals.
We are a volunteer-led, vendor-neutral community dedicated to the promotion, adoption,
and advancement of service management best practices and standards that help your
organization run more effectively and efficiently to deliver bottom-line results.

Connect. Learn. Grow.

ITIL 4 – Session 4
ITIL Practices

Purpose

• Common terminology and understanding

• Individual service management skills
• Department service management capability
• Customer service management experience
• Understanding the IT role, not the IT Organization

7
ITIL 4 – Session 4
ITIL Practices

Course Objective
• Understand what ITIL is (and isn't)
• Where do I and what I do fit in
• How the ITIL framework can help
• A reference for future needs
• Information for your path forward

8
ITIL 4 – Session 4 Session 3 Recap
ITIL Practices Key Concepts

Value for

Stakeholders by way of

Products and
Services
using

Service
Relationships
while keeping in mind

Outcomes, costs
and risks

9
ITIL 4 – Session 4 Session 3 Recap
ITIL Practices

ITIL Service Value Chain

Plan

Design
and
Transition
Products
Engage Obtain
and
Deliver Services
or and
Build Support

Improve
10
ITIL 4 – Session 4 Political

ITIL Practices
Guiding Principles
Organizations and Information
People Governance and Technology

Plan

Design Outcome
and
Opportunity Transition
Products
And Engage and Value
Demand Obtain Deliver Services
or and
Build Support
Output

Improve

Partners Practices Value Streams

and Suppliers and Processes
Continual Improvement

Technological

11
ITIL 4 – Session 4 What is a Process Practice?
ITIL Practices

A set of organizational resources

designed for performing work or
accomplishing a specific objective

Organizational
Inputs Outputs
Resources

Turns inputs into defined outputs

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ITIL 4 – Session 4
ITIL Practices
The ITIL 3 Service Lifecycles
1. Strategy 2. Design
5 processes 8 processes

3. Transition
7 processes
4. Operations
5 processes

5. Continual Service Improvement

1 process
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ITIL 4 – Session 4
ITIL Practices

Practice Grouping

General Service Technical

Management Management Management
Practices Practices Practices
(14) (17) (3)

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ITIL 4 – Session 4
ITIL Practices
• Architecture management
• Continual improvement
• Information security management
• Knowledge management
• Measurement and reporting
General
• Organizational change management
Management • Portfolio management
Practices • Project management
• Relationship management
• Risk management
• Service financial management
• Strategy management
• Supplier management
• Workforce and talent management

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ITIL 4 – Session 4
ITIL Practices
• Availability management
• Business analysis
• Capacity and performance management
• Change control
• Incident management
• IT asset management
• Monitoring and event management
Service
• Problem management
Management
Practices
• Release management
• Service catalogue management
• Service configuration management
• Service continuity management
• Service design
• Service desk
• Service level management
• Service request management
• Service validation and testing

16
ITIL 4 – Session 4
ITIL Practices

• Deployment management
Technical
Management • Infrastructure and platform management
Practices • Software development and management

17
ITIL 4 – Session 4
ITIL Practices

Incident Management Practice

Process 1: Incident handling and resolution

ITIL 4 Practice – Incident Management

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ITIL 4 – Session 4
ITIL Practices

Incident Management Practice

Process 2: Periodic incident review

ITIL 4 Practice – Incident Management

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ITIL 4 – Session 4
ITIL Practices

Incident Management Practice

Activity Example Process 2: Periodic incident review

Incident review and incident records analysis

The incident manager, together with service

owners and other relevant stakeholders, performs
a review of selected incidents such as major
incidents, those not resolved in time, or all
incidents over a certain period. They identify
opportunities for incident model and incident
handling procedures optimization, including the
automation of incident processing and resolution.

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ITIL 4 – Session 4
ITIL Practices

ITSM in the modern world

High-velocity service delivery

Business innovation and differentiation

• Speed to market is key

• Why? Someone could do it faster
• So? Organizations demand shorter time to market

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ITIL 4 – Session 4
ITIL Practices

High-velocity service delivery paradigm

• Faster delivery
• Continual analysis
• Agility in processing feedback
• End-to-end approach
• Integrated practices
• Digitation and adoption
• Extensive automation

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ITIL 4 – Session 4
ITIL Practices

How does High-velocity service delivery

Influence IT management practices?
Examples

• Shifting to Agile project management

• flexible architecture management
• specific architecture technology solutions, such as
microservices
• infrastructure management focused on cloud
computing

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ITIL 4 – Session 4
ITIL Practices

Why are we talking about this now?

This Not this

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ITIL 4 – Session 4
ITIL Practices

Takeaway Responses – session 3 Examples

Where do I / what I do fit in?
What Service Value Chain activity do you spend
most of your time doing?

Plan

Design
and
Transition
Products
Engage Obtain
and
Deliver Services
or and
Build Support

Improve
25
ITIL 4 – Session 4 Political
ITIL Practices

Guiding Principles
Organizations and Information
People Governance and Technology

Plan
Value Stream / Processes
Design Outcome
and
Opportunity Transition
Products
And Engage and Value
Demand Obtain Deliver Services
or and
Build Support
Output

Value Stream / Processes

Improve

Partners Practices Value Streams

and Suppliers and Processes
Continual Improvement

Technological 26
ITIL 4 – Session 4
ITIL Practices

The Story

As an electric utility, we need a

better way for our customers to
report bad poles which could be a
safety or reliability issue.

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ITIL 4 – Session 4
ITIL Practices

ITIL Service Value Chain

Field operations talks with their business
relationship manager in IT who helps register
the idea, initiate funding and a project

Engage

Practices
Relationship management
Portfolio Management
Project Management
Service financial management

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ITIL 4 – Session 4
ITIL Practices

ITIL Service Value Chain

Plan

Practices
Strategy Management
Engage Project Management
Service financial management

The steering committee agrees this aligns with

the company vision, identifies a project
sponsor, and approves the funding and initial
schedule for the project.
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ITIL 4 – Session 4
ITIL Practices

ITIL Service Value Chain

Design
and
Transition

The project management team

works with the technical team to
determine possible solutions
Practices
Service Design
Business analysis
Service continuity management

30
ITIL 4 – Session 4
ITIL Practices

ITIL Service Value Chain

While the mapping system exists and is
supported in house, there is no system to which
Obtain can integrate the location provided by the
or customer in the customer relationship system
Build
with the mapping system.

There is manufacturer who provides such a

solution, and a statement of work is put in place

Practices
Portfolio Management
Service catalogue management
Supplier management
Service level management 31
ITIL 4 – Session 4
ITIL Practices

ITIL Service Value Chain

Plan
Practices
Architecture management
Information security management
Risk management
Strategy Management
Engage Service catalogue management

A review is conducted by the architecture review

board who determines the proposed solution meets
architectural standards, and no other products exist in
the portfolio to provide this service.

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ITIL 4 – Session 4
ITIL Practices

ITIL Service Value Chain

The server team builds the virtual
servers required to host the new
Design
and system.
Transition

The Pole Report team installs the new

system with the assistance of the server
team and the manufacturer.
Practices
Project management
Infrastructure and platform management
Software development and management

33
ITIL 4 – Session 4
ITIL Practices

ITIL Service Value Chain

Practices
Software development and management
Service validation and testing
Design
and
Transition

The pole location interface system

is integrated with the customer
relationship system and the
mapping system, and integration
testing and user acceptance
testing takes place.

34
ITIL 4 – Session 4
ITIL Practices

ITIL Service Value Chain

A new Pole Report team has
been trained and ready to
support the new system.
Design
and
Transition
The teams supporting the
customer relationship system
and mapping system have been
trained to support their portion
Practices of the interface.
Workforce and talent management
Knowledge management

35
ITIL 4 – Session 4
ITIL Practices

ITIL Service Value Chain

The ITSM system has been updated

for the new applications, servers,
Design and information for receiving calls,
and alerts and requests for information
Transition from the new system

Practices
Service catalogue management
IT asset management
Service configuration management
Monitoring and event management

36
ITIL 4 – Session 4 The PC team works with the software
ITIL Practices
deployment to develop and deploy
the software needed by the call
center to monitor and manage bad
Design pole reports by the customer
and
Transition Final integration testing has been
completed and achievement of
expected service levels have been
validated
Practices
Service validation and testing Corporate communications
Deployment management initiates a communication
Infrastructure and platform management plan with the customers with
Service level management a go-live date
Organizational change management

37
ITIL 4 – Session 4
ITIL Practices

ITIL Service Value Chain

Design The final change is approved the

and change approval board (CAB) to
Transition deploy the final release package to
activate the new system.

Practices
Change control
Release management

38
ITIL 4 – Session 4
ITIL Practices

ITIL Service Value Chain

The system goes live with a go-live
support team is in place for 3 months
to provide enhanced support during
Design
and
the go-live period
Transition
Products
and
Deliver Services
and
Support
Practices
Deployment management
Service desk
Incident management

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ITIL 4 – Session 4
ITIL Practices • The Pole Report team supports and maintains the new pole report
system
• Customer applications supports and maintains the customer
relationship system
• Field Applications supports and maintains the mapping system.
• The PC team supports and maintains the customer service
computers and software.
• The server team supports and maintains the servers running the
Deliver new system.
and • The network team supports and maintains the connectivity
Support between systems.
• The Service Desk provide first level support for call center
representatives Practices
Service desk
Incident management
Problem management
Monitoring and event management
Software development and management
Infrastructure and platform management
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ITIL 4 – Session 4
ITIL Practices ITIL Service Value Chain
Performance and survey results are monitored. The
business relationship managers work with the business
groups reviewing performance as part of monthly service
review meetings and establish future improvement targets.
Improvement plans are developed and executed to continue
to improve the results of the system
Practices Products
Measurement and reporting and
Relationship management Services
Portfolio Management
Supplier management
Capacity and performance management
Service level management
Continual improvement
Improve
41
ITIL 4 – Session 4
ITIL Practices

Opportunity
And Value
Demand

34 practices used
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ITIL 4 – Session 4 Political
ITIL Practices

Guiding Principles
Organizations and Information
People Governance and Technology

Plan
Value Stream / Processes
Design Outcome
and
Opportunity Transition
Products
And Engage and Value
Demand Obtain Deliver Services
or and
Build Support
Output

Value Stream / Processes

Improve

Partners Practices Value Streams

and Suppliers and Processes
Continual Improvement

Technological 43
ITIL 4 – Session 4 Takeaway
ITIL Practices OPTIONAL

Where do I / what I do fit in?

• What practices would you like to explore in future
sessions?
Example what I’m looking for

• Measurement and reporting

• Organizational change management
• Portfolio management
• Project management
• Relationship management
• Risk management

• Doesn't have to be perfect

• Don't spend more than 15 minutes
• Don’t provide sensitive or restricted information
• Return to me by COB November 27th – chowells@duqlight.com
44
ITIL 4 – Session 4
ITIL Practices

Thank you!!
December 2nd

Session 5: Guiding Principles and

going forward

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