WHICH ITSM FRAMEWORKWHAT ARE THEY?WHY USE THEM?HOW DO YOU PICK THEM?

REALISING VALUE

Duncan Watkins

Consultant, Analyst & Practitioner

@duncanwatkins

RUNNING ORDER

• What frameworks are there?• What are the key ones for ITSM?• What are frameworks?• Why do we use them?• What are the similarities?• What are the differences?• How do you pick which to use?• Summary

WHAT FRAMEWORKS ARE THERE?

• TickITplus• ISO27001• ISO20000• CMMI• Lean Six Sigma• IT Balanced Scorecard

• ISO38500• COBIT• M_o_R• BiSL• ASL• ITIL

• IT4IT• USMBOK• MSP• PRINCE 2• PMBOK• DevOps

KEY FRAMEWORKS FOR TODAY’S ITSM

WHAT ARE FRAMEWORKS?

BASIC DESCRIPTION• ITIL – Set of practices for

aligning IT and business• DevOps – Incremental adoption

of the 3 ways• IT4IT – Vendor neutral Reference

Architecture

WHAT IS IT BASED UPON• ITIL – Process model consisting of

five volumes that cover the IT lifecycle

• DevOps – Culture based around collaboration and communication

• IT4IT – Information model that emphasises the IT value chain

WHY DO WE USE THEM?

• Vestiges of good practice

• Common language

• Faster progress

• Can encourage collaboration

WHAT ARE THE SIMILARITIES?

IT4IT & ITIL DEVOPS & IT4IT

Service Strategy Continual Feedback – Amplify Feedback LoopsService Design supports iterative design – AgileService Focussed – Service Focussed

ITIL & DEVOPS

IT Value Chain – Systems Thinking4 Value Streams Feedback Loops – Amplify Feedback Loops

Service Strategy – Strategy to PortfolioService Design – Requirement to DeploymentService Transition – Request to FulfillService Operation – Detect to Correct

WHAT ARE THE DIFFERENCES?

IT4IT & ITIL DEVOPS & IT4IT• ITIL does come from a

planned sequential background

• DevOps is primarily a cultural approach to improvement

• Can we ever reconcile those differences?

ITIL & DEVOPS• DevOps is based

around Culture, Automation, Lean, Measurement, Sharing

• IT4IT is a prescriptive model

• Which works best for you?

• IT4IT is an information model

• ITIL is a process based model

• Recognition of the limitations of ITIL?

HOW DO WE PICK WHICH TO USE?

• What are the problems that you currently have?

• What are you trying to achieve?

• What skills do you have and need?

• What does your business need?

• What des your business understand?

SUMMARY

• There are many frameworks out there• On face value, they have significant differences in basis and language• However, upon inspection they have many similarities• This is because they touch upon some widely agreed principles• Use the best from multiple frameworks• Think about how your business will perceive this when choosing• Think about how multiple frameworks will fit together and when that matches

your organisation