building bridges: itil and etom - - get a free blog here

8/6/2008

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Copyright © TM Forum, 2008 All Rights Reserved.

Building Bridges:

ITIL and eTOM

Building Bridges:

ITIL and eTOM

A joint web discussion for the

TM Forum and itSMF communities

July 2008


AgendaAgenda

� Introduction by Susana Schwartz, TM Forum, Marketing Manager for Collaboration Program

� Presentation by Mark Lillycrop, itSMF, Publications Manager

� Presentation by Mike Kelly, TM Forum, lead for eTOM and eTOM/ITIL

� Q & A with above, and also John Long, IBM, and Philip Williams, BT Group, members of eTOM/ITIL Task Force

Note: You can enter text questions throughout the session, using the

“Question and Answer” area in the GoTo control panel (screen right)

Please Please

mute your mute your

phones!phones!

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What is the itSMF?What is the itSMF?

�Only internationally recognised and

independent organisation dedicated

to helping organisations improve the

delivery of their IT services.

�Not-for-profit body wholly owned, and

principally operated, by its

membership.


itSMF UK - BackgrounditSMF UK - Background

�Formed in 1991

�Founding Chapter

�Approx 18,000 members from 1300

organisations

�62% of FTSE 100

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itSMF UK – what we doitSMF UK – what we do

� Purpose: � Develop and promote “best practice” & standards in IT Service Management .

� Enable organisations to deliver efficient & effective solutions.

� Through� Thought leadership & contributions

� Events

� Publications

� Website

� White papers & Case studies


itSMF InternationalitSMF International

�Formed in 2002

� “Umbrella” organisation assisting

with

� Governance

� Chapter inception & development

�Global board

�First Global event – ITIL v3 launch

�Global membership

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� Version 1� 1986 to 1999

� Function based practice

� 40+ books dealing with variety of IT practices.

� Version 2� 1999 to 2006

� Process based

� 10 books (2 core)

� Globally accepted best practice framework for IT Service Management.

ITIL – the backgroundITIL – the background


� December 2004 – Consultative exercise to update ITIL announced.

� January 2005 – process begins

� September 2005 – first call for authors.

� February 2006 – authors announced.

� October 2006 books completed by authors

� November 2006 – books enter IAG (ITIL Advisory Group) review

� January 2007 – Public QA began on the 8th Jan.

� Public QA finished 22nd Jan.

� Books into final edit Feb/Mar.

ITIL v3 - the journey so farITIL v3 - the journey so far

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� Books/e-PDF/Online Subscriptions

launched in May/June 2007

� Service Strategy

� Service Design

� Service Transition

� Service Operation

� Continual Service Improvement

� Official Introduction to ITIL Service Lifecycle

� 2008 – complementary publications and

ITIL Live!

ITIL v3 - Now we’re there!ITIL v3 - Now we’re there!


Why TMF & eTOMWhy TMF & eTOM

�Need to give single message to our

members

�Collaborative working across industry

groups

� ITIL v3: a good time to work together

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What is the TM Forum?What is the TM Forum?

Guidance/ Guidance/ Leadership Leadership --Providing the telecom Providing the telecom industry with a common industry with a common language and ways of language and ways of seeing things to reduce seeing things to reduce fragmentation to a fragmentation to a minimumminimum

•• Best practicesBest practices

•• FrameworksFrameworks

•• InformationInformation

•• Training Training

•• EducationEducation

•• BenchmarksBenchmarks

StandardsStandards --providing the telecom providing the telecom industry with a industry with a minimum number of minimum number of ‘cardinal’ standards to ‘cardinal’ standards to drive least cost of drive least cost of development and development and deploymentdeployment

•• InterfacesInterfaces

•• ContractsContracts

•• Data modelsData models

••Test specs and toolsTest specs and tools

EcosystemEcosystem ––

providing the telecom providing the telecom industry with a industry with a

capability for capability for networking, enabling networking, enabling

business flow and business flow and ideas exchange ideas exchange

through conferences, through conferences, webinars and online webinars and online

information exchangeinformation exchange

The TMF is the world’s trade association for telecom operations and The TMF is the world’s trade association for telecom operations and systems. It has over 600 member companies in 60 countries systems. It has over 600 member companies in 60 countries

encompassing the most important players in the whole telecom value encompassing the most important players in the whole telecom value chain. It has 3 primary roles: chain. It has 3 primary roles:


TM Forum Business Process Framework (eTOM)TM Forum Business Process Framework (eTOM)

TM Forum Business Process Framework (eTOM)

� Service Provider business process framework

� Developed by TM Forum membership collaboratively over more than a decade

� Captures business-oriented view� emphasizes structure/ process components/ process interactivity/ roles/ responsibilities

� sets requirements for (but is neutral towards) system solution/ architecture/ technology/ implementation

� Represents industry-consensus on Service Provider processes� harmonized position across global scene

� can be tailored/ extended for individual companies

� Accepted by ITU-T as International Rec. M.3050

eTOM provides an enterprise-wide business process view

Enterprise Management

Strategy, Infrastructure & Product Operations

Fulfillment Assurance BillingProductLifecycleManagement

InfrastructureLifecycleManagement

OperationsSupport &Readiness

Customer Relationship Management

Service Management & Operations

Resource Management & Operations

Supplier/Partner Relationship Management

Strategy &

Commit

Marketing & Offer Management

Service Development & Management

Resource Development & Management

Supply Chain Development & Management

(Application, Computing and Network)(Application, Computing and Network)

Customer

Enterprise Effectiveness

ManagementKnowledge & Research

Management

Enterprise Risk

Management

Strategic & Enterprise

Planning

Financial & Asset

ManagementStakeholder & External

Relations Management

Human Resources

Management

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ITILITIL

� Best Practice framework for IT Service Management

� Set of processes & standardised vocabulary

� Size, technology and industry independent

� Publicly available

� Developed initially for UK Government, now by itSMF membership

� Standardised view captured in ISO 20000

� ITIL material separately updated to v3

ITIL sets out flow sequences/ steps for various

focused areas of IT/Service Management

Continual Service

Improvement

Continual Service

Improvement


Why Build Bridges?Why Build Bridges?

� The ITIL and eTOM frameworks have developed separately

� Each has value in providing insight and guidance to enterprises

� They address overlapping communities of users, with a large common constituency

� Both are employed as common references/ standards by their users

� Unifying their different perspectives into an integrated view offers added value to all

� A range of issues have been identified and are being addressed to support this

An initial Technical Report TR143 with guidance on linkages

has been developed and published by TM Forum and itSMF

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TR143: ITIL and eTOM - Building Bridges TR143: ITIL and eTOM - Building Bridges

� Focus is on identifying and removing obstacles to full integration of ITIL and eTOM, within SPs and others

� Supported by TM Forum and itSMF, with joint publication

� Builds on past TM Forum work published as GB921V� GB921V shows a workable technical basis for implementing eTOM process flows

overlaid on ITIL process steps as a background

� GB921V demonstrates that enterprises can directly build support for ITIL best practice

services using eTOM

� Broadens scope to consider other issues impeding integration

� Includes over 20 Recommendations and Guidelines

� Proposes extensions to the eTOM Framework to accommodate individual Good and Best Practice specifications, and ITIL processes in particular

� Also considers structural issues on blending ITIL and eTOM, merging terminology, etc


eTOM and ITIL - Working TogethereTOM and ITIL - Working Together

SP Business Process Needs

eTOM Process Flows

ITIL Best Practices

Final ResultFinal ResulteTOM Business Flows that Deliver ITIL

Best Practice Services

Enterprise Management

Strategy, Infrastructure & Product Operations

Fulfillment Assurance BillingProduct

LifecycleManagement

Infrastructure

LifecycleManagement

Operations

Support &Readiness

Strategy &

Commit

Fulfillment Assurance BillingProduct

LifecycleManagement

Infrastructure

LifecycleManagement

Operations

Support &Readiness

Strategy &

Commit



















Customer


Management

Enterprise Risk

Management


Planning

Knowledge & Research

Management

Financial & Asset

Management

Stakeholder & External


Human Resources

Management


Management

Enterprise Risk

Management


Planning

Knowledge & Research

Management

Financial & Asset

Management

Stakeholder & External


Human Resources

Management

Filter & Reconcile

IT Best Practice Needs

Conclusion:

eTOM and ITIL can offer

complementary value

Continual Service

Improvement

ITIL

Service

Design

Service

Transition

Service

Operation

Service

Strategy

JL2

JL2 How about "Reconcile and Assimilate"?John Long, 10/30/2007

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Example Detailed Flow: ITIL Change ManagementExample Detailed Flow: ITIL Change Management

Authorize & schedule

Approve/Reject Change

Review impact and

resources

Pass approved Changes to

CAB for actioning

Categorize and Prioritize

Receive RFC (Record RFC, Filter Request)RFC

receivedCapture

Resource

Capability

Shortfalls

Emergency

Change

Emergency Change

Gain

Resource

Capability

Investment

Approval

Major Change Minor Change

Change

approved

change approved

change

approved

Inform

Initiator change

not approved

change

not

approved

Change

approved

action to CAB

Inform

Initiator

Gain

Resource

Capability

Investment

Approval

(simplified)

Note: this is the process flow for a particular type of change –here a software bugfix


ITIL and eTOM: Points of ContactITIL and eTOM: Points of Contact

Service

Strategy

Service

Design

Service

Transition

Service

OperationsService

Improvement

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Initial ITIL processes implanted into eTOMInitial ITIL processes implanted into eTOM

� Service Design:� Service Catalogue Management

� Service Level Management

� Capacity Management

� Availability Management

� IT Service Continuity Management

� Information Security Management

� Service Transition:� Service Asset and Configuration Management

� Change Management

� Release and Deployment Management

� Service Operation:� Event Management

� Incident Management

� Problem Management

� Request Fulfillment


The Way ForwardThe Way Forward

� Implementation of TR143 recommendations

� eTOM updates

�Work on common position for terminology, etc

�Ongoing work between itSMF and TM Forum

� Cross Industry Working Group

� Promotion and publicity

� More detail and case studies / examples

� Develop joint eTOM/ITIL strategy to progress convergence

Looking to get the best of both worlds !

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Questions & AnswersQuestions & Answers


Thank you for your participationThank you for your participation

TM Forum European Office

47 Lower Brook Street

Ipswich

Suffolk

IP4 1AQ

United Kingdom

Tel/Fax: +44-1473-288595

E-Mail: [email protected]

Web Address: www.tmforum.org

TM Forum American Office89 Headquarters Plaza NorthSuite 350Morristown, NJ 07960-6628USA

Tel.: +1 973-292-1901Fax: +1 973-993-3131

For follow-up questions, contact Mike Kelly [email protected]

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