How to Implement a Lite Version of ITIL v3
Malcolm Fry
Independent Executive Advisor to CA, Author and Industry Expert
ITIL Lite definition
ITIL Lite is an approach to implementing key components of ITIL v3 to ensure a sound basis for IT Service Management either as a starting point for full implementation or as a deliverable for those not wishing to fully implement ITILv3
What is the best approach?
Methodology - A body of practices, procedures, and rules used by those who work in a discipline or engage in an inquiry; a set of working methods. Framework a set of assumptions, concepts, values, and practices that constitutes a way of viewing reality.
V3 Components
Service Strategy Service Design Service Transition Service Operation
Incident Management Problem Management Request Fulfilment Access Management Event Management
Continual Service Improvement
Service Improvement Service Measurement Service Reporting
Financial Management Service Portfolio Management Demand Management Strategy Generation
Service Level Management Availability Management Capacity Management IT Service Continuity Management Service Catalog Management Information Security Management Supplier Management Requirements Engineering Data & Information Management
Change Management Service Asset & Config. Management Release and Deployment Management Transition Planning and Support Service Validation and Testing Evaluation Knowledge Management
Technical Management IT Operations Management Applications Management Service Desk Operational Activities in other Lifecycle Phases
Governance Processes
Operational Processes
Functions
Significant Components
Reasons that ITIL v3 may not get fully implemented
Cost No Customer Support ISO20000 limitations Time Constraints Ownership Running out of steam Too complex Have already implemented v2 Lean ITSM
Mapping v2 onto v3
Service Strategy Service Design Service Transition Service Operation
Incident Management Problem Management Service Desk Request Fulfilment Access Management Event Management Technical Management IT Operations Management Applications Management
Continual Service Improvement
Service Improvement Service Measurement Service Reporting
Financial Management Service Portfolio Management Demand Management Strategy Generation
Service Level Management Availability Management Capacity Management IT Service Continuity Management Service Catalog Management Information Security Management Supplier Management
Change Management Service Asset & Config. Management Release and Deployment Management Transition Planning and Support Service Validation and Testing Evaluation Knowledge Management
Service Support
Service Delivery
V3 Components
The Key Stages
Process Design Understanding how to design a Process for ITIL Lite Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes
How to build ITIL Lite processes
Categorizing ITIL V3 components
Allocating categories Action, Influencing, Resourcing and Underpinning
The Filtering Process
How to remove unwanted Components from ITIL v3
ITIL Lite Templates
Selecting and building an ITIL Lite Template
Component Maturity
Allocating Maturity Levels to ITIL Lite Components
Component Priorities
Deciding in which order to implement the ITIL Lite Components
Gap Analysis
Identify the workload and expenditure to implement the Components
Master Action Plan
Management of the Action Plan activities required to implement ITIL Lite
The Key Stages
Process Design Understanding how to design a Process for ITIL Lite Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes
How to build ITIL Lite processes
Categorizing ITIL V3 components
Allocating categories Action, Influencing, Resourcing and Underpinning
The Filtering Process
How to remove unwanted Components from ITIL v3
ITIL Lite Templates
Selecting and building an ITIL Lite Template
Component Maturity
Allocating Maturity Levels to ITIL Lite Components
Component Priorities
Deciding in which order to implement the ITIL Lite Components
Gap Analysis
Identify the workload and expenditure to implement the Components
Master Action Plan
Management of the Action Plan activities required to implement ITIL Lite
Control & Quality
Control & Quality
Work Instructions
Work Instructions
Transmission
Activity
Transmission Output
Activity
Step Timing
Step Timing
Step Timing
Step Timing
Elapsed time
Control & Quality
Control & Quality
Work Instructions
Work Instructions
Transmission
Activity
Transmission Output
Activity
Linkage
Linkage
Work instructions simplify
99% of all Incidents to be escalated to the correct support group first time 100% correct assessment of Incident to either keep Incident or to return it
A procedure on how to escalate an incident
Incident review Instructions
Incident Management tool at source
Incident escalation
Email
Incident review
Step Timing
Step Timing Elapsed time
Step Timing
Step Timing
Metric Or Standard
COBIT
Metric Or Standard
Work Instructions
Work Instructions
ITIL
Input
Activity
Output Input
Activity
Individual
Process Elapsed time
Step
Timings
The Key Stages
Process Design Understanding how to design a Process for ITIL Lite Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes
How to build ITIL Lite processes
Categorizing ITIL V3 components
Allocating categories Action, Influencing, Resourcing and Underpinning
The Filtering Process
How to remove unwanted Components from ITIL v3
ITIL Lite Templates
Selecting and building an ITIL Lite Template
Component Maturity
Allocating Maturity Levels to ITIL Lite Components
Component Priorities
Deciding in which order to implement the ITIL Lite Components
Gap Analysis
Identify the workload and expenditure to implement the Components
Master Action Plan
Management of the Action Plan activities required to implement ITIL Lite
Underpinning
These provide the Underpinning facilities required by all components e.g. Finance. These ensure that the other components have the resources to meet their service commitments These modify and influence the way that Action Components perform their actions Components that require actions of an operational nature to be performed as part of their normal operation
Resource
Influence
Action
Action Components
Service Desk Incident Management Problem Management Event Management Change Management Release and Deployment Management Request Fulfilment IT Operations Management (Control & Facilities) Access Management Service Asset & Config Management
Influencing Components
Service Level Management Service Validation and Testing Service Catalog Management Evaluation Service Measurement Knowledge Management Service Improvement
Resourcing Components
Capacity Management Availability Management Transition Planning and Support Service Reporting Applications Management Demand Management Technical Management
Underpinning Components
Financial Management IT Service Continuity Management Strategy Generation Service Portfolio Management Information Security Management Supplier Management
The Key Stages
Process Design Understanding how to design a Process for ITIL Lite Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes
How to build ITIL Lite processes
Categorizing ITIL V3 components
Allocating categories Action, Influencing, Resourcing and Underpinning
The Filtering Process
How to remove unwanted Components from ITIL v3
ITIL Lite Templates
Selecting and building an ITIL Lite Template
Component Maturity
Allocating Maturity Levels to ITIL Lite Components
Component Priorities
Deciding in which order to implement the ITIL Lite Components
Gap Analysis
Identify the workload and expenditure to implement the Components
Master Action Plan
Management of the Action Plan activities required to implement ITIL Lite
Filtering
Step 1 Decide Grading Levels
Step 2 Ensure that all Relevant Components are included
Step 3 Review your Reasons
Step 4 Filter for the Essential Components
Step 5 Filter for subsequent Levels Potential & Rejected
Step 6 Document and Distribute
Step 7 Finalize your Component Grading List
The Key Stages
Process Design Understanding how to design a Process for ITIL Lite Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes
How to build ITIL Lite processes
Categorizing ITIL V3 components
Allocating categories Action, Influencing, Resourcing and Underpinning
The Filtering Process
How to remove unwanted Components from ITIL v3
ITIL Lite Templates
Selecting and building an ITIL Lite Template
Component Maturity
Allocating Maturity Levels to ITIL Lite Components
Component Priorities
Deciding in which order to implement the ITIL Lite Components
Gap Analysis
Identify the workload and expenditure to implement the Components
Master Action Plan
Management of the Action Plan activities required to implement ITIL Lite
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
BOOKS
Action Components
Categories
Influencing Components
Resourcing Components
Underpinning Components
Service Strategy
Service Design
Service Transition
Change Management Release and Deployment Management
Service Operation
Incident Management Problem Management Request Fulfilment Access Management Event Management IT Operations Management
Continual Service Improvement
Action Components
Service Catalog Management Service Level Management Service Validation and Testing Evaluation Knowledge Management
Service Desk
Service Measurement Service Improvement
Influencing Components
Demand Management Availability Management Capacity Management IT Service Continuity Management Information Security Management Supplier Management
Service Asset & Config. Management Transition Planning and Support Applications Management Technical Management Service Reporting
Resourcing Components
Financial Management Service Portfolio Management Strategy Generation
Underpinning Components
Approaches
Bare Necessities Service Support Service Delivery v2 Approach v2 Plus Life Cycle Approach Continual Service Improvement Approach Service Operation Approach Service Ownership Approach Best Practice / COBIT / ISO Create your own Template
REASONS Cost No customer support ISO20000 limitations Time constraints Ownership Running out of steam Too complex Have already implemented v2
APPROACHES Bare Necessities Service Support Service Delivery v2 Approach v2 Plus Life Cycle Approach Continual Service Improvement Approach Service Operation Approach Service Ownership Approach Best Practice / COBIT / ISO Create your own Template Example A Reason is Cost and the Approach is Service Support REASONS APPROACHES Cost Bare Necessities No customer support Service Support ISO20000 limitations Service Delivery Time constraints v2 Approach Ownership v2 Plus Running out of steam Life Cycle Approach Too complex Continual Service Improvement Approach Have already implemented v2 Service Operation Approach Service Ownership Approach Best Practice / COBIT / ISO Create your own Template Example B Reason is Have already implemented v2 and the Approach is v2 Plus
Service Strategy
Service Design
Service Transition
Change Management
Service Operation
Incident Management Problem Management Service Desk
Continual Service Improvement
Action Components
Service Asset & Config. Management
Influencing Components
Resourcing Components
Bare Necessities
Underpinning Components
Service Strategy
Service Design
Service Transition
Change Management Release and Deployment Management
Service Operation
Incident Management Problem Management Request Fulfilment Event Management IT Operations Management Service Desk
Continual Service Improvement
Action Components
Service Catalog Management Service Level Management Service Validation and Testing Service Asset & Config. Management
Influencing Components
Resourcing Components
Service Support
Additional Requirements Required components
Underpinning Components
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Action Components
Service Delivery
Service Catalog Management Service Level Management
Influencing Components
Demand Management Availability Management Capacity Management IT Service Continuity Management
Resourcing Components
Financial Management Service Portfolio Management
Supplier Management
Underpinning Components
Additional Requirements Required components
Service Strategy
Service Design
Service Transition
Change Management Release and Deployment Management
Service Operation
Incident Management Problem Management Request Fulfilment Event Management Service Desk
Continual Service Improvement
Action Components
Service Catalog Management Service Level Management Service Asset & Config. Management
V2 Approach
Influencing Components
Demand Management Availability Management Capacity Management IT Service Continuity Management
Resourcing Components
Financial Management Service Portfolio Management
Underpinning Components
Additional Requirements Required components
Service Strategy
Service Design
Service Transition
Change Management Release and Deployment Management
Service Operation
Incident Management Problem Management Request Fulfilment Event Management Service Desk
Continual Service Improvement
Action Components
V2 Plus
Service Catalog Management Service Level Management
Service Asset & Config. Management
Service Measurement Service Improvement
Influencing Components
Demand Management Availability Management Capacity Management IT Service Continuity Management Service Reporting
Resourcing Components
Financial Management Service Portfolio Management
Supplier Management
Underpinning Components
Service Strategy
Service Design
Service Transition
Change Management Release and Deployment Management
Service Operation
Incident Management Problem Management Request Fulfilment Event Management Event Management Service Desk
Continual Service Improvement
Action Components
Service Catalog Management Service Level Management Service Asset & Config. Management Knowledge Management
Service Desk
Service Improvement
Lifecycle Approach
Influencing Components
Demand Management Availability Management Capacity Management Applications Management Service Reporting
Resourcing Components
Financial Management Service Portfolio Management Strategy Generation
Underpinning Components
Service Strategy
Service Design
Service Transition
Change Management Release and Deployment Management
Service Operation
Incident Management Problem Management
Continual Service Improvement
Event Management
Action Components
Service Catalog Management
Service Desk
Service Measurement Service Improvement
CSI
Service Asset & Config. Management
Influencing Components
Service Reporting
Resourcing Components
Service Portfolio Management
Underpinning Components
Service Strategy
Service Design
Service Transition
Change Management Release and Deployment Management
Service Operation
Incident Management Problem Management Request Fulfilment Access Management Event Management IT Operations Management
Continual Service Improvement
Action Components
Service Catalog Management Service Level Management
Service Desk
Service Operation
Influencing Components
Service Asset & Config. Management Applications Management
Resourcing Components
Technical Management
Underpinning Components
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Action Components
Influencing Components
Resourcing Components
Underpinning Components
The Key Stages
Process Design Understanding how to design a Process for ITIL Lite Monitoring ITIL Processes Putting in place ITIL Lite process measurement
Building ITIL Lite processes
How to build ITIL Lite processes
Categorizing ITIL V3 components
Allocating categories Action, Influencing, Resourcing and Underpinning
The Filtering Process
How to remove unwanted Components from ITIL v3
ITIL Lite Templates
Selecting and building an ITIL Lite Template
Component Maturity
Allocating Maturity Levels to ITIL Lite Components
Component Priorities
Deciding in which order to implement the ITIL Lite Components
Gap Analysis
Identify the workload and expenditure to implement the Components
Master Action Plan
Management of the Action Plan activities required to implement ITIL Lite
