BSM, ITSM & ITIL Implementation Support - Nouri Associates
BSM, ITSM & ITIL Implementation SupportCapabilities OverviewPrepared For:Valued Prospective Clients
ContentsNAI CapabilitiesBSM & ITSM Services OverviewITIL/ITSM Implementation ServicesITIL/ITSM TrainingITIL Process Definition and OptimizationOn-Demand Open BSM and ITSM SolutionsITSM and IT Performance MeasurementNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 2
NAI CapabilitiesNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 3
NAI Capabilities and CompetenciesFounded in 2001, NAI is a leading provider of Consulting, Training andOn-Demand solutions in the area of IT management and control bestpractices using globally accepted best practices standards andframeworks such as ISO 20000, ITIL, eSCM, PMBOK, CMMI and COBIT.We focus in four key practice areas:IT Strategic Planning and Governance2) Enterprise IT Architecture3) Business and IT Service Management (BSM and ITSM)4) Strategic Sourcing1)Within our Service Management practice, we help our clients:Define and manage their Service Management Program and goalsTrain and certify the internal team to become self-sufficientDefine and optimize processes and operationsMeasure and benchmark business and IT improvementsClose automation gaps in their Service Management portfolio withaffordable On-Demand solutions (monthly, based on actual use).NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 4
NAI Capabilities and Competencies (cont’d)We have developed specialized capabilities in ITIL and Business andIT Service Management (BSM & ITSM) on a global scaleSenior consultants with 18 years of experience in the IT industry, ITILcertification and deep ITSM consulting and deployment experienceAll instructors are ITIL Manager certified with a consistent record ofsuccessful training and consulting engagementsEXIN ATP (Accredited Training Provider) for Foundation and Advancedclassroom and online ITIL coursesitSMF ACP (Accredited Course Provider) for ISO 20000Member of itSMF USA Certification Board and EXIN USA Quality Initiative,member of ANSI-ASQ National Accreditation Board for ISO 20000.Key ITIL & ISO 20000 OfferingsImplementation ConsultingClassroom and Online Training and BriefingsProcess Models and TemplatesOn-Demand ITSM and BSM solutions to fill gaps in process automationNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 5
Global Delivery CapabilityWith certified trainers and consultants in 50 locations across 20 countries, NAIoffers its corporate clients access to a global network of delivery partners.NAI’s trainers can deliver trainings in multiple languages.NAI offers its training products in eight languages: English, Chinese(Mandarin), French, German, Japanese, Portuguese, Spanish, and Dutch.Through its multi-language capability and global delivery network, NAIenables global organizations to rapidly deploy training programs to theiroperations across the globe, in the local language.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 6
Application DevelopmentPlanDesignApplication DeploymentBuildIT Infrastructure DesignTestApplication MaintenanceManage EnhanceDeployIT Infrastructure Deployment IT Infrastructure ManagementInformation Technology Infrastructure Library (ITIL), ISO/IEC 20000Governance (COBIT)Scope, Quality, Time, Cost, ResourcesCapability Maturity Model Integrated (CMMI)Outcome Measures and Performance IndicatorsProject Management (PMBOK)NAI IT Performance Improvement FrameworkCOBITITIL / ISO 20000PMBOKCMMIWork InstructionsNAI BSM & ITSM Capabilities OverviewProcess ExecutionProcess ControlStrategicEntire contents 2008Page 7
Use of IT Performance Improvement FrameworkCOBIT health checks are used to determine current state ofIT and identify weaknesses in processes and controlsCOBIT metrics are used to track outcomes and performanceof key IT ProcessesITIL is used to improve IT Operations processes andcontrols as well as manage the life cycle of IT ServicesITIL is also used to determine ITSM technologyrequirements and identify optimal organizational strategies,roles and responsibilitiesCMMI is used to improve IT Development processes,controls and outcomesPMBOK and Six Sigma are used to improve projectmanagement and IT process performance.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 8
ITIL/ITSM Implementation ServicesNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 9
ITIL Implementation FrameworkHow do we keep themomentum going?NAI BSM & ITSM Capabilities OverviewWhat is the vision?High-Level BusinessObjectivesWhere are we now?AssessmentsWhere do we want to be?Measurable TargetsHow do we get to wherewe want to be?ProcessImprovementsHave our milestones beenachieved?Measurements andMetricsEntire contents 2008Page 10
Multi-Process Implementation Approach ExampleDo we have ashared vision?ProgramInitiationWhere arewe now?Current StateAnalysisHow will weget there?How do weget to vision?StrategyDevelopmentSolutionDesignHow do we knowwe’ve succeeded?Deploymentand ControlContinuous Process Improvement CycleWeek 1-4Week 5-8Week 9-12Week 13-24Week 25-40Notes:Appendix describes the methodology in further detail.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 11
ISO 20000 Certification ApproachDo we haveashared view?WhyCertification,scope &bus case?ProjectInitiationAwareness,Scoping &Business CaseWeek 1Week ssmentWeek 2-8How do weClosecritical gaps?Are weready fortheformal audit?Gap ClosureRoadmapWeek 9-32CertificationPreparationWeek 32-36PerformedbyRCB!CertificationAuditWeek 37-40Notes:For an organization with mature ITIL processes, the average time to certification is 9 months.For organizations who have not implemented ITIL yet, it will be an average of 2 years tocertification.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 12
Train the Internal TeamNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 13
ITIL v2Service SupportEnables effective IT ServicesBuilding blocks of All IT ServicesReleaseManagementSERVICE ionManagementIncidentManagementService LevelManagementCapacityManagementFinancial MngmntFor IT ServicesIT ServiceContinuity Mgmt.SERVICE DELIVERYService DeliveryManagement of the IT servicesNAI BSM & ITSM Capabilities OverviewService DeskAvailabilityManagementSecurityManagement 10 Process Areas 1 FunctionEntire contents 2008Page 14
ITIL v3Service StrategyContinualServiceImprovementPolicies and objectivesService Design, Transition,Operation nServiceOperationProgressive stages thatrepresent change &transformationNew and changed servicesContinual ServiceImprovement (CSI)Learning and enhancementsNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 15
Processes in the Service LifecycleNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 16
ITIL Training OfferingsWorkshopsITIL for Executives.5 or 1 Day, ClassroomPragm atic ITSM Metrics1 Day, ClassroomITSM Mobilization5 Days Classroom*ITIL v2 Foundation (2.5 Days)ITIL v3 Foundation (3 Days)ITIL v2-v3 Foundation Bridge (1 Day)3&5*ITIL Practitioner Support & Restore (IPSR)ITIL Practitioner Release & Control (IPRC)ITIL Practitioner Agree & Define (IPAD)ITIL Practitioner Plan & Improve (IPPI)*ITIL v2 Service Manager (12 Days)ITIL v3 Service Manager Bridge (4 Days)NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 17
ITIL v2 ertificateManager’sCertificateNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 18
ITIL v2 Practitioner DomainsPlan and ImproveAvailability ManagementCapacity ManagementContinuity ManagementService LevelManagementFinancialManagementAgree and DefineITServiceRelease and ControlChange ManagementRelease ManagementService DeskIncidentManagementSupport and RestoreConfigurationManagementProblemManagementNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 19
ITIL v3 Certification SchemeThe V3 scheme is basedon a system ofeducational credits,earned throughsuccessful completion ofclasses andexaminations, much likea college education.There are four levelswithin the new scheme:Foundation level, twoIntermediate levelstreams, and theadvanced level.To achieve the ITILService ManagementExpert level, candidatesmust earn 22 credits,two of which can begained at Foundationlevel.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 20
Full Complement of ITIL Online Courses1. ITIL/ITSM Awareness Training – Course Duration 2 hrsThis Introduction training is perfectly suited for Managers, non core IT peoplewho do need an overview of ITIL and ITSM2. ITIL/ITSM Extended Awareness – Course Duration 4 hrsBesides introducing ITIL and ITSM, this course also gives a basic/shortintroduction to each of the ITIL processes. Designed for staff which mightnot take ITIL Foundation course but need an understanding of ITIL such asIT Support staff, IT developers, key business users, IT leadership etc.3. ITIL for Help Desk Agents - Course Duration 5 hrsThis course is specially designed for help-desk agents and first-level supportstaff with focus on the Service Desk function, Incident Management, ChangeManagement, Configuration Management and Problem Managementfunctions4. ITIL Foundation (v2 & v3) and Bridging - Course Duration 16 hrsThis EXIN accredited e-learning course consists of an integrated case studyand leads directly to EXIN Certification. Pass rate for Exam is than 98%.The online Foundation bridging course is 6.5 hours.5. EXIN / ISEB Exam Preparation Guide – 2.5 hrsThis ultimate exam preparation tool helps the learner with a contentrefresher tool, a practice question section with diagnostic feedback and aone-hour simulated exam.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 21
ISO 20000 Training (Online and Classroom)ISO/IEC 20000 for Auditors and ConsultantsThe ISO/IEC 20000 courses are two and three day classroom training relevant forprofessionals who play a role in auditing or implementation of the ISO/IEC 20000standard. These courses are designed for professional and certified auditors andconsultants who would like support an ISO 20000 implementation project.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 22
ITIL Process Definition and OptimizationNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 23
ITIL Assessment Phase Highlights Process ShortfallsWhere arewe now?Do we have ashared vision?How will weget there?2. CurrentStateAnalysis1. ProgramInitiationHow do weget to vision?3. StrategyDevelopment4. SolutionDesignHow do we knowwe’ve succeeded?5. Deploymentand ControlContinuous Process Improvement CycleWeek anagement54Week 5-8Week 9-12Week 13-24Current MaturityCurrent EffectivenessCurrent SupportDesired MaturityDesired EffectivenessDesired vice ement54332AvailabilityManagementWeek agementReleaseManagementReleaseManagementMaturity; 0-None, 1-Initial, 2-Repeatable, 3-Defined, 4-Managed, 5-OptimizedProcess MaturityNAI BSM & ITSM Capabilities ntService LevelManagementServiceDeskEffectiveness: 0-Not, 1-No Objectives, 2-Some Objectives, 3-Most Objectives4- Meets All Objectives, 5-Exceeds ObjectivesProcess EffectivenessChangeManagementService ement0-None, 1-Weak, 2-Fair, 3-Capable, 4-Mature, 5-World ClassProcess Technology SupportEntire contents 2008Page 24
Process Library Accelerates Solution Design PhaseOur library of process models provides field-provenprocesses for the delivery and support of IT services andcut down process development time by 50-70%.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 25
On-Demand BSM & ITSM SolutionsNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 26
On-Demand Open BSM & ITSM SolutionsA common challenge for many of NAI clients is to fund orjustify the required investment in hardware and/orsoftware to close the process automation gaps in theirexisting Service Management technology portfolio.NAI has developed a complete on-demand (SaaS & HaaS)portfolio of best of breed BSM and ITSM technologies thatcan easily integrate into the client’s existing portfolio ofService Management Technologies.This enables NAI clients to start to use some of the latestinnovations in Service Management with a low monthlyinvestment and start to address critical pain points.The characteristics of the technologies selected for thisOpen Architecture are discussed in the next 2 slides.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 27
NAI On-Demand Open BSM ArchitectureNAI On-Demand Open BSM ArchitectureOn Demand Dashboards & ScorecardsIT ServiceMetricsBusinessMetricsIT ProcessMetricsOn Demand Service Dependency MappingBusiness Service MonitoringEvent Correlation & Root Cause AnalysisService Level ManagementApplication Configuration ManagementOn Demand IntegrationCMDBNAI BSM & ITSM Capabilities OverviewMonitoring ToolsService DeskEntire contents 2008Page 28
Open BSM Technology Selection CriteriaNo upfront investment in hardware or softwarePay for actual use for any size businessSolutions designed using Web 2.0 ArchitectureStandards BasedService Oriented ArchitectureSmall FootprintMulti-TenantBuilt-in IntegrationEasily ExtensibleHighly ScalableMinimal or no consulting fees to deployDeploy in hours or days rather than weeks andmonthsNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 29
Measuring and ImprovingNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 30
ITSM Requires Pragmatic Metrics & MeasurementsOrganizations require information about the health oftheir IT organization and need to understand how ITcan effectively support the business strategy.Metricus provides an IT performancemeasurement framework that allowsorganizations to understand andmaximize the value from their ITorganization: Metricus provides an ‘on demand’ businessintelligence platform that supportscomprehensive IT performance measurementMetricus represents a toolbox withscorecards, metrics, practices and expertknowledge that supports the entire ITperformance measurement lifecycleMetricus presents a framework forperformance measurement that supportseffective decision making at the strategic,tactical and operational levels of ITNAI BSM & ITSM Capabilities OverviewMetricusBusinessIntelligenceBest practiceMetrics / measuresDatamanagementEntire contents 2008Page 31
IT Service Management and Performance MetricsManaging IT Service MetricsFunctionality for IT Service Metrics Management Facilitate ownership and accountability for IT Service performance by assigningowners to defined IT Service metrics Assign up to 5 static or dynamic targets, goals or benchmarks per metric. Create and view strategy maps and impact diagrams to understand the causeand effect relationship between metrics and scorecards Set alerts and notifications to ensure awareness of IT Service metric statuschanges Manage corrective actions and initiatives through creation of actions andprojects specific to IT Service metrics. Create custom scorecards and metric watch lists for selected users groups Embed business intelligence capabilities into scorecards for added context andanalysis. Use a metrics network and centralized data store to ensure reliable andconsistent delivery of information related to IT Service metrics.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 32
Unique Approach to IT Performance MeasurementMetricus provides the mostcomprehensive ‘on-demand’IT performancemeasurement solution.On-demand IT Performance Measurement–A centralized ‘one stop shop’ for comprehensiveIT performance measurement–Streamlined process for collecting andintelligently presenting IT performance metrics–A Business Intelligence SaaS service available‘on-demand’ for IT organizations/ departments ofvirtually any size or geographic location.Based on Expert Knowledge–A ready-to-use set of proven and pragmaticmetrics aligned with IT best practices such asITIL and COBIT–Toolkits to improve the quality and reduce thecost of data collection–Predefined and customizable scorecards toprovide a quick insight into the health of the ITorganizationProvides Business and IT Governance Benefits–Facilitates IT decision making and increases ITalignment to business strategies–Enables accountability and transparency betweenthe business and ITNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 33
Metricus in the IT Performance Measurement LifecycleMetricus services supportthe full IT performancemeasurement lifecycle.Analyze–Selection of IT performance metrics–Metrics definition–Analyze availability and quality of dataDesign–Business Intelligence technical architecture–Data mart structuresDevelop and Deploy–Data integration procedures–Metrics, scorecards and supporting reports–Testing and documentation–Organizational implementationManage–Backup and restoration–Security management–AuditingImprove–Performance analysis–BenchmarkingNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 34
Metricus Performance Measurement SolutionsA complete set of servicesbuilt around expert knowledgeand a secure, hosted BusinessIntelligence SaaS solution.IT performance measurement platformIT Performance:–Business Intelligence Framework–Metrics and measurement library–Metricus data management–Expert Knowledge and tools–Secure hosted infrastructure–Support servicesConsulting ServicesIT Performance:––––Metric scorecards and report servicesFeasibility analysis and data qualityData TransformationBenchmarking servicesTraining Services––NAI BSM & ITSM Capabilities OverviewEnablement WorkshopSpecialist End User and TechnicalSupportEntire contents 2008Page 35
Metricus Architecture – Detailed ViewPerformance Measurement PlatformMetricus Data managementBusiness Intelligence FrameworkSupport servicesPortal tyStagingenvironmentScorecard engineReport engineDashboard engineBenchmarking engineApplicationsecurityRole basedportalExpert knowledgeMetrics andmeasureslibraryScorecards-ITIL-COBIT, etc.User authenticationsecurityVarious datacollection methodsFirewallCustomer NetworkUsersMetricus provides a secure and scalable hosted performancemeasurement environment.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 36
IT Performance Metrics and Measures Library The IT Performance Metrics Library is a structured databasecontaining the definition of over 360 IT PerformanceMetrics, 440 supporting measures and 250 reporttemplates. Represents a ‘super-set’ of IT Performance Metricsproviding the foundation for selecting metrics appropriatefor a customer. Globally accepted ITSM best practice frameworks arecovered including ITIL and COBIT. Structured: Metric attributes include impact, usage, relatedmeasures, calculation techniques, targets, relationship to ITService frameworks, analysis granularity, units of measureand data collection tips. Pragmatic and Practical: All measures, metrics and reportshave been defined based on actual usage within successfulimplementations of IT Performance Measurement.360 ITperformancemetrics450 ITperformancemeasures250 reporttemplatesIT Performance MetricsLibraryMetricusNAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 37
Metricus Consulting ServicesMetricus – Feasibility AnalysisServices to assist with the definition of IT ServiceMetrics for customers, the feasibility of selectedmetrics, and cost/benefit analysis.Metricus – Data Quality AssessmentDesigned to analyze the availability and quality ofdata required to provide Metricus IT ServiceMetrics, Scorecards and Reports. Projectdeliverables include definition of data sourcesrequired for Metricus and remediation strategies fordata quality issues identified.Metricus – Data Transformation ServicesServices to assist with the collection and transformationof data required to populate Metricus IT ServiceMetrics and Scorecards.Metricus is supported by a rangeof consulting services that helporganizations in understandingand adopting Metricus.NAI BSM & ITSM Capabilities OverviewMetricus – Customized Scorecards & ReportsDevelopment services for customization of Metricusenvironment including new metrics, diagrams, reportsand scorecards.Entire contents 2008Page 38
Metricus Training ServicesIntroduction to MetricusA comprehensive ½ day introduction to the servicesthat define Metricus. Includes a demonstration offunctionality, a presentation of the Metricus valueproposition and a practical overview ofimplementing Metricus for a customer.Metricus Enablement WorkshopA 3-days workshop to train consultants on how tosuccessfully implement customer IT Service Metricsand Scorecards within Metricus. Detailedinformation is provided on customer implementationmethodology, data quality and transformation issues,and the definition and presentation of IT ServiceMetrics and Scorecards.Metricus training services helpkey employees comprehend anddeliver high quality ITperformance metrics.NAI BSM & ITSM Capabilities OverviewIT Service Metrics and BenchmarkingA 1-day workshop to explore the processes andtechniques needed within an IT Service environmentto ensure effective and accurate benchmarking of ITService related metrics.Entire contents 2008Page 39
About the Company Co-Founder – Hamid NouriOver 27 years of experience in IT Management and ConsultingCo-Founder and Managing Principal at NAIOver 13 years of experience in IT Management Consulting. Prior to NAI, wasa senior executive at Gartner Group within the Consulting division for 7 years.Over 5 years in senior IT leadership roles at Countrywide Funding responsiblefor Customer Support and Service Management, Data Center Operations,voice and data networks and IT and Architecture Strategic Planning.ITIL Manager (Master) and ITSM v3 Expert Certification, ISO 20000 CertifiedConsultant, Certified Information Systems Security Professional (CISSP),Certified Information Systems Auditor (CISA), COBIT Certified.EXIN and itSMF Master instructor on all advanced ITIL courses as well as ISO20000 and COBIT.Frequent speaker and lecturer on topics of IT Service Management, metrics,and quality in IT Operations.Has conducted over 120 engagements for a range of clients from startup toglobal fortune 10.NAI BSM & ITSM Capabilities OverviewEntire contents 2008Page 40
NAI Contact:Stephanie PicheTelephone: 1 (415) 267-7650Facsimile: 1 (415) 267-7677Email: stephanie.piche@nouriassociates.comNAI BSM & ITSM Capabilities OverviewNAI Contact:Hamid NouriTelephone: 1 (415) 267-7612Facsimile: 1 (415) 267-6127Email: hamid.nouri@nouriassociates.comEntire contents 2008Page 41
NAI BSM & ITSM Capabilities Overview Full Complement of ITIL Online Courses 1. ITIL/ITSM Awareness Training -Course Duration 2 hrs This Introduction training is perfectly suited for Managers, non core IT people who do need an overview of ITIL and ITSM 5. EXIN / ISEB Exam Preparation Guide -2.5 hrs
o ITIL 4 Foundation o ITIL Specialist (Create, Deliver, Support) o ITIL Specialist (Drive Stakeholder Value) o ITIL Specialist (High Velocity IT) o ITIL Strategist To become an ITIL Strategic Leader the following requirements must be met: o ITIL 4 Foundation o ITIL Strategist o ITIL Leader
Prism; Mindray: PM 7000, PM 8000, PM 9000 Express, PM 9000, VS-800; Nihon Kohden: BSM-2300 Life Scope I, BSM-4100 Life Scope P, BSM-5100 Life Scope A, BSM-9510 Life Scope M, BSM-9800 Life Scope S.; Spacelabs: 93300 eLance Series; Welch Allyn: Atlas. SENSOR PARA ES
PSI AP Physics 1 Name_ Multiple Choice 1. Two&sound&sources&S 1∧&S p;Hz&and250&Hz.&Whenwe& esult&is:& (A) great&&&&&(C)&The&same&&&&&
ITIL 4 Foundation ITIL Strategist: Direct, Plan & Improve* ITIL Leader: Digital & IT Strategy * Modelo universal para las dos vías de ITIL4. Para ser candidato y convertirse en un "ITIL Master" , los estudiantes deben tener las designaciones de "ITIL Managing Professional" (ITIL MP) y"ITIL Strategy Leader" (ITIL SL). En un futuro
ITIL 2011 contains 26 ITSM processes, however, as with ITIL v3 and v2 before it, ITIL 2011 is designed to be used based on what is needed – an “adopt and adapt” approach rather than blindly trying to introduce all of its 26 ITSM processes. ITIL also advocates that these IT services are aligned to
ITIL Foundation is the first publication of ITIL 4, the latest evolution of the most widely adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice. ITIL 4 Foundation will:
ITIL Foundation is the first publication of ITIL 4, the latest evolution of the most widely adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice. ITIL 4 Foundation will:
Asset management is the management of physical assets to meet service and financial objectives. Through applying good asset management practices and principles the council will ensure that its housing stock meets current and future needs, including planning for investment in repair and improvements, and reviewing and changing the portfolio to match local circumstances and housing need. 1.3 .
