ITIL – BiSL Combination
Strategies for supporting IT Service Management
Through a new and engaging perspective
Deborah L Anthony, PhD, PMP
BiSL in a Box
ITIL – BiSL Combination
Interactive workshop to explore the challenges that the
business and IT have with respect to managing
information and the perceived “relationship” GAP
Takeaways:
– Insight into the business perspective
– Basic knowledge of the BiSL framework as a
partnering framework to ITIL
– Useful tactics to take back to your day job aimed at
“Closing the GAP”
– Resources for more information
Introduction
2
ITIL – BiSL Combination
Introduction
Challenges for IT executives
Business IT relationship
Frameworks for IT Supply and IT Demand
Interfaces between Demand (business) and Supply
BiSL framework
Using BiSL in a conversation with the business
Agenda
3
ITIL – BiSL Combination
Worldwide
ABC of ICT Survey
Paul Wilkinson
4
ITIL – BiSL Combination 5
Business executives say
• 79% technology will be key source of innovation
• 71% technology will be competitive differentiator
• 46% IT organ. not well positioned to meet needs
• 41% IT organization overly bureaucratic
ITIL – BiSL Combination 6
• “Fewer than 50% of CIO’s have a good understanding of
business and technical risks; and
• up to 25% say it (CIO business understanding) is poor”
• “Companies that involve the CIO in business strategy are
much more likely to achieve financial performance
superior to their peers”
Source: "The C-suite Challenges IT: New Expectations for Business Value"
The Economist Intelligence Unit, June 2012
ITIL – BiSL Combination
Forrester report why ITSM framework implementations fail
• 52% resistance to change
• 29% lack of business interest & involvement
Key issues for IT executives
7
ITIL – BiSL Combination
Key issues for IT Executives
Business & IT productivity
IT and Business alignment
Business agility &
speed to market
Business process
management & reengineering
IT cost, reliability & efficiency
and security
8
ITIL – BiSL Combination
Business & IT productivity
IT and Business alignment
Business agility &
speed to market
Business process
management & reengineering
IT cost, reliability & efficiency
and security
Key issues for IT executives
9
ITIL – BiSL Combination
Business & IT productivity
IT and Business alignment
Business agility &
speed to market
Business process
management & reengineering
IT cost, reliability & efficiency
and security
Growing importance,
& dependency
Key issues for IT executives
10
ITIL – BiSL Combination
Business & IT productivity
IT and Business alignment
Business agility &
speed to market
Business process
management & reengineering
IT cost, reliability & efficiency
and security
Growing importance,
& dependency
Increasing impact
ITSM = strategic capability Poor ability to execute
Key issues for IT executives
11
ITIL – BiSL Combination
Business & IT productivity
IT and Business alignment
Business agility &
speed to market
Business process
management & reengineering
IT cost, reliability & efficiency
and security
Growing importance,
& dependency
Increasing impact
ITSM = strategic capability Poor ability to execute
CIO needs #5: Leadership development & staff training
Key issues for IT executives
12
ITIL – BiSL Combination
World-wide
ABC of ICT surveys
Paul Wilkinson
13
ITIL – BiSL Combination
Connect.
Is there a problem between IT and the business?
Is the problem implied in these observations REAL from
your perspective?
Site an example from your experience that supports or
refutes
14
Exercise # 1
Sanity check
ITIL – BiSL Combination
1996 Development of the ITIL-inspired R2C framework for supply-
side application management by the privatized Dutch Computer
Center, RCC
1997 Development of FBM, a similar framework for demand-side
information management, published in 1998
2000 Expansion of R2C with strategic processes and rebranding as
ASL in 2001
2000 Expansion of FBM with strategic processes
2002 Transfer of stewardship of ASL from Roccade to the new not-
for-profit ASL Foundation
2003 Rebranding of FBM as BiSL and transfer of stewardship
2004 Rebranding of ASL Foundation as ASL BiSL Foundation
2005 Formal launch of BiSL
2009 First revision of ASL: ASL2
15
ASL & BiSL History
ITIL – BiSL Combination
Not-for-profit, vendor-independent, membership organization,
founded in 2002 in the Netherlands
Professional association for Information Management and
Application Management
Goal is to advance professionalization of IT from both a business
and an IT perspective
Funded by 27 Demand and Supply organizations who benefit from
standards and best practices
Governed by managing partners Achmea, Capgemini NL, Dutch
Ministry of Defense, Dutch Tax and Customs Administration, Ordina
& Quint Wellington Redwood
Facilitates the development of, and supports the use of two freely
available process frameworks, ASL and BiSL, and supporting best
practices
16
ASL & BiSL Foundation
ITIL – BiSL Combination
ITIL V3 and V3 2012 press the point that IT is more than
processes around Infrastructure operations… yet we in IT
struggle
BiSL takes a similar tact from the perspective of Business
Information Management pressing the business to use
information more effectively in business processes
Proposition: Can a combination of these two bodies of
knowledge help address the Business IT relationship
gap?
Business IT Relationship Gap
17
ITIL – BiSL Combination
User Org
IT Org
User Org
Demand
Supply Usage Info Syst
Generic Paradigm for
IT Management
18
ITIL – BiSL Combination
User Org
ITIL
ISO 20000
ASL
IT Org
User Org
Demand
Supply Usage Info Syst
Supply side Standards & Frameworks
19
ITIL – BiSL Combination
User Org
BiSL
IT Org
User Org
Demand
Supply Usage Info Syst
Introducing comparable standards
& frameworks on the demand side
ISO 38500
20
ITIL – BiSL Combination
User Org
BiSL ITIL
ISO 20000
ASL
IT Org
User Org
Demand
Supply Usage Info Syst
Connecting both Worlds
ISO 38500
21
ITIL – BiSL Combination
Direct
information
strategy
Change
functionality
Support
users
Financial
management
Demand
management
Govern
information
management
Manage information management
Operational
Key user
Business
information
administrator
Managing
Product manager
System owner
In line with policy
CIO
Information
manager
BiSL Framework
22
ITIL – BiSL Combination
IT
Continual service
improvement 7-step improve.plan
Business strategy
Business
management
Business
projects
Business
operations
End user support
Business data mgmt
Operational supplier mgmt
Change mgmt
Specify information requirements
Design non-automated info. syst.
Review and testing
Prepare transition
Transition mgmt
Planning and resource mgmt
Financial mgmt
Demand mgmt
Contract mgmt
Establish business process dev.
Establish information chain dev.
Establish technological developments
Information lifecycle mgmt
Information portfolio mgmt
Information coordination
Strategic supplier mgmt
Strategic user relationship mgmt
Strategic info. partner mgmt
Define I-organization strategy
Service operation Event mgmt
Incident mgmt
Request fulfilment
Problem mgmt
Access mgmt
Service transition Trans.plan.& supp. / Change mgmt
Service asset and configuration mgmt
Release and deployment mgmt
Service validation and testing
Change evaluation / Knowledge mgmt
Service design Design coordination
Serv.cat.mgmt / Serv.level mgmt
Availability mgmt / Capacity mgmt
IT service continuity mgmt
Info.security mgmt / Supplier mgmt
Service strategy Strategy mgmt for IT services
Service portfolio mgmt
Financial mgmt for IT services
Demand mgmt
Business relationship mgmt
BiSL for
Demand
ITIL for
Supply
23
ITIL – BiSL Combination 24
ISO 20000 & BiSL
ITIL & BiSL
Comparing ITIL and BiSL
www.aslbislfoundation.org (white papers) or www.best-management-practice.com
24
ITIL – BiSL Combination
BiSL describes responsibilities of the Business and
aims primarily to guide the Business
ITIL describes part of BiSL’s domain in order that IT
Service Providers have better understanding of the
Business’ role
Because ITIL is written as guidance for IT Service
Providers and BiSL is written as guidance for the
Business, BiSL and ITIL can be regarded as
complementary standards
Comparing ITIL and BiSL
25
ITIL – BiSL Combination
User Org
BiSL ITIL
ISO 20000
ASL
IT Org
User Org
Supply Usage Info Syst
Connecting both Worlds
ISO 38500
26
ITIL – BiSL Combination
IT Continual service
improvement 7-step improv.plan
Business strategy
Business
management
Business
projects
Business
operations
End user support
Business data mgmt
Operational supplier mgmt
Change mgmt
Specify information requirements
Design non-automated info. syst.
Review and testing
Prepare transition
Transition mgmt
Planning and resource mgmt
Financial mgmt
Demand mgmt
Contract mgmt
Establish business process dev.
Establish information chain dev.
Establish technological developments
Information lifecycle mgmt
Information portfolio mgmt
Information coordination
Strategic supplier mgmt
Strategic user relationship mgmt
Strategic info. partner mgmt
Define I-organization strategy
Service operation Event mgmt
Incident mgmt
Request fulfilment
Problem mgmt
Access mgmt
Service transition Trans.plan.& supp. / Change mgmt
Service asset and configuration mgmt
Release and deployment mgmt
Service validation and testing
Change evaluation / Knowledge mgmt
Service design Design coordination
Serv.cat.mgmt / Serv.level mgmt
Availability mgmt / Capacity mgmt
IT service continuity mgmt
Info.security mgmt / Supplier mgmt
Service strategy Strategy mgmt for IT services
Service portfolio mgmt
Financial mgmt for IT services
Demand mgmt
Business relationship mgmt
27
BiSL for
Demand
ITIL for
Supply
ITIL – BiSL Combination
BiSL process Input/output ITIL process / activity / function
Usage support 2nd line call
Answer/status
Operational supplier management Service request & change req.
Service fulfillment
Plans for availability, continuity
Feedback about plans
Specification Requirements
Impact analysis
Verification of impact analysis
Proposed IT design
Verification of IT design
Proposed IT specifications
Verification of IT specifications
Review and testing New IT release (for acceptance)
Support for acceptance test
Acceptance test results
Sign-off
28
Exercise 2
Connect both Worlds
ITIL – BiSL Combination
BiSL process Input/output ITIL process / activity / function
Change management Required change
Feedback
Transition Assignment
Changed assignment
Feedback on execution
Financial management Invoices (payments by F&A dept)
Contract management Requirements and demands
Proposed contract, SLA
Contract, SLA
Service level report
Request for proposal
Proposal
Approved proposal
29
Exercise #2
Connect both Worlds
ITIL – BiSL Combination
BiSL process Input/output ITIL process / activity / function
Determine information chain
developments
Information chain developments
Determine business process
developments
Business chain developments
Determine technology
developments
Technological developments
Information life cycle management Developments and policy
IT service provider’s strategy
Technical scenario’s to realize
policy
Selected technical scenario
Information portfolio management Developments
Proposed scenario’s and
strategies
Selected scenario
Strategic supplier management New requirements or tenders
New contract or new agreements
30
Exercise #2
Connect both Worlds
ITIL – BiSL Combination
User Org
IT Org
User Org
Demand
Supply Usage Info Syst
Generic Paradigm for
IT Management
31
ITIL – BiSL Combination
Info Syst
Demand
Supply Usage
32
Generic paradigm for
IT management
ITIL – BiSL Combination
Info Syst
Design IS
Demand
Supply Usage
33
Generic Paradigm for
IT Management
ITIL – BiSL Combination
Information Strategy
Functionality Management
Usage Management
IT Strategy
IT Projects & Releases
IT Operations
Business Strategy
Business Projects
Business Operations
Users
Application Strategy
Service Strategy
Application Maintenance & Renovation
Service Design & Transition
Application Support
Service Operation
IT Services
IT Demand IT Supply Business
BiSL ASL ITIL
BiSL ASL ITIL
34
ITIL – BiSL Combination
Connect.
35
Consider the three ‘blue’ boxes and the business perspective
that is represented by each and consider the following:
Information Usage: if IT sees a pattern of increased
incidents in one business group of users, but not all, what
conversation might be relevant and with whom?
Functionality Management: when too many users are
approaching IT directly with conflicting requirements for new
functionality, what conversation might be relevant and with
whom?
Information Strategy: Either side wants to use the new
social media as a “customer relationship” tool. What
conversations might be relevant and with whom?
35
Exercise #3
Where’s Waldo?
ITIL – BiSL Combination
Business
Relationship
Transaction
Product
Physical service
Informational service
Automated service
Business process
\
Use & manage
information*
* Internal resource
External service
Procure & manage
IT services
Provide
IT services
ITIL,
ISO 20000,
CMMI, ASL,
USMBOK etc.
Demand for
Information & IT services
BiSL
36
ITIL – BiSL Combination
Direct
information
strategy
Change
functionality Support
users
Govern
information
management
Manage information management
Operational
Key user
Business
information
administrator
Managing
Product manager
System owner
In line with policy
CIO
Information
manager
BiSL Framework
37
ITIL – BiSL Combination
Planning and
resource
management
Financial
management
Demand
management
Contract
management
Operational
supplier
management
Business data
management
End user
support
Infor-
mation
coor-
dination
Use management Functionality management
Specify
information
requirements
Design non-
automated
info. systems
Prepare
transition
Review
and testing
Establish
bus. process
developments
Information strategy
Strategic
supplier
management
Strategic
info. partner
management
Define
I-organization
strategy
Strategic user
relationship
management
I-organization strategy
Information
lifecycle
management
Establish
info. chain
developments
Establish
technological
developments
Change-
management
Transition
management
Information
portfolio
management
Operational
Managing
Strategic
BiSL Framework
38
ITIL – BiSL Combination
Planning and
resource management
Financial
management
Demand
management
Contract
management
Operational
supplier
management
Business data
management
End user
support
Infor-
mation
coor-
dination
Specify
information
requirements
Design non-
automated
info. systems
Prepare
transition
Review
and testing
Establish
bus. process
developments
Strategic
supplier
management
Strategic
info. partner
management
Define
I-organization
strategy
Strategic user
relationship
management
Information
lifecycle
management
Establish
info. chain
developments
Establish
technological
developments
Change-
management
Transition
management
Information
portfolio
management
Is the operational information provisioning
used and managed appropriately?
Use management
39
ITIL – BiSL Combination
Planning and
resource management
Financial
management
Demand
management
Contract
management
Operational
supplier
management
Business data
management
End user
support
Infor-
mation
coor-
dination
Specify
information
requirements
Design non-
automated
info. systems
Prepare
transition
Review
and testing
Establish
bus. process
developments
Strategic
supplier
management
Strategic
info. partner
management
Define
I-organization
strategy
Strategic user
relationship
management
Information
lifecycle
management
Establish
info. chain
developments
Establish
technological
developments
Change-
management
Transition
management
Information
portfolio
management
What will the information provisioning
look like in the near future?
Functional management
40
ITIL – BiSL Combination
Planning and
resource management
Financial
management
Demand
management
Contract
management
Operational
supplier
management
Business data
management
End user
support
Infor-
mation
coor-
dination
Specify
information
requirements
Design non-
automated
info. systems
Prepare
transition
Review
and testing
Establish
bus. process
developments
Strategic
supplier
management
Strategic
info. partner
management
Define
I-organization
strategy
Strategic user
relationship
management
Information
lifecycle
management
Establish
info. chain
developments
Establish
technological
developments
Change-
management
Transition
management
Information
portfolio
management
Why and how do we change
the information provisioning?
Connecting processes
41
ITIL – BiSL Combination
Planning and
resource
management
Financial
management
Demand
management
Contract
management
Operational
supplier
management
Business data
management
End user
support
Infor-
mation
coor-
dination
Specify
information
requirements
Design non-
automated
info. systems
Prepare
transition
Review
and testing
Establish
bus. process
developments
Strategic
supplier
management
Strategic
info. partner
management
Define
I-organization
strategy
Strategic user
relationship
management
Information
lifecycle
management
Establish
info. chain
developments
Establish
technological
developments
Change-
management
Transition
management
Information
portfolio
management
How do we manage the information provisioning?
Management processes
42
ITIL – BiSL Combination
Planning and
resource management
Financial
management
Demand
management
Contract
management
Operational
supplier
management
Business data
management
End user
support
Infor-
mation
coor-
dination
Specify
information
requirements
Design non-
automated
info. systems
Prepare
transition
Review
and testing
Establish
bus. process
developments
Strategic
supplier
management
Strategic
info. partner
management
Define
I-organization
strategy
Strategic user
relationship
management
Information
lifecycle
management
Establish
info. chain
developments
Establish
technological
developments
Change-
management
Transition
management
Information
portfolio
management
What will the information
provisioning look like in the future?
Information strategy
43
ITIL – BiSL Combination
Planning and
resource management
Financial
management
Demand
management
Contract
management
Operational
supplier
management
Business data
management
End user
support
Infor-
mation
coor-
dination
Specify
information
requirements
Design non-
automated
info. systems
Prepare
transition
Review
and testing
Establish
bus. process
developments
Strategic
supplier
management
Strategic
info. partner
management
Define
I-organization
strategy
Strategic user
relationship
management
Information
lifecycle
management
Establish
info. chain
developments
Establish
technological
developments
Change-
management
Transition
management
Information
portfolio
management
How is the information provisioning organized?
Information organization strategy
44
ITIL – BiSL Combination
Planning and
resource management
Financial
management
Demand
management
Contract
management
Operational
supplier
management
Business data
management
End user
support
Infor-
mation
coor-
dination
Specify
information
requirements
Design non-
automated
info. systems
Prepare
transition
Review
and testing
Establish
bus. process
developments
Strategic
supplier
management
Strategic
info. partner
management
Define
I-organization
strategy
Strategic user
relationship
management
Information
lifecycle
management
Establish
info. chain
developments
Establish
technological
developments
Change-
management
Transition
management
Information
portfolio
management
How do we align the various
(semi-)autonomous plans?
Information coordination
45
ITIL – BiSL Combination
Determine how information (technology) can contribute to
business strategy
Decide who’s responsible for what
Determine what information is needed to support business
processes
Implement (change to) information systems (both automated and
manual ‘systems’)
Ensure appropriate use of information and information systems
Ensure data quality
Translate information requirements into IT services requirements
Contract IT service provider(s) (ITSP)
Manage operational contacts with ITSP’s
Manage contracts and relationships with ITSP’s
Business responsibilities regarding
information & IT services
46
ITIL – BiSL Combination
Business
Relationship
Transaction
Product
Physical service
Informational service
Automated service
Business process
\
Use & manage
information*
* Internal resource
External service
Aquire & manage
IT services
Provide
IT services
ITIL,
ISO 20000,
CMMI, ASL,
USMBOK etc.
Demand for
information & IT services
BiSL
47
ITIL – BiSL Combination
Discuss in your group what new insights have you gained
from this session?
What do you think you could achieve based on these
insights?
Learn.
48
Exercise 4
Capture insights
ITIL – BiSL Combination
How will you go about achieving the results you’ve just
identified? What are you going to do tomorrow?
What kind of Attitude change might be in line?
What Behavioral adjustments will you make?
How does your understanding of your corporate Culture
change as you consider your insights from this session?
Learn.
49
Exercise #5
Practical Application
ITIL – BiSL Combination
Wrap up
Session Evaluation Form
Q&A
50
ITIL – BiSL Combination
More information:
– About BiSL (and ASL):
www.aslbislfoundation.org
Twitter @marksmalley
– About ITSM and ITSMF USA:
www.itsmfusa.org
Contact Information
51
ITIL – BiSL Combination
BACK UP SLIDES SECTION
52
ITIL – BiSL Combination
Connect.
Seek first to understand, then to be understood
Use empathic listening to be genuinely influenced by a
person, which compels them to reciprocate the listening
and take an open mind to being influenced by you. This
creates an atmosphere of caring, respect, and positive
problem solving.
Steven Covey, Habit #5
53
ITIL – BiSL Combination
Grow.
54