Integration between ITSM III and the Project Office

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Integration between ITSM IIIand the Project
Office

• Simon Sharpe ITSM III

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ITSM Phase III Project
Access (Identity) Management
Request Fulfillment
Knowledge (Document/ Management
Information Security Mgmt
Event Management
Service Catalogue Mgmt
Evaluation
Technical Management
Red areas extended by ITSM III
Supplier Management
Service Validation Testing
IT Operations Management
Application Management
Strategy Generation
Transition Planning Support
Service Level Management
Service Desk
Demand Management
Capacity Management
Change Management
Service Portfolio Management
Availability Management
Incident Management
CMDB
Financial Management
IT Service Continuity Mgmt
Release Deployment Mgmt
Problem Management
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ITSM III

• ITSM III is defining what it means to be In
  Production through Release Management
• ITSM III is itself a project and is being managed
  using the templates, approaches, and advice of
  the Project Office
• ITSM III presents some unique challenges, but
  still requires the normal project disciplines

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When Does Release ManagementApply to Project
Management?

• Release defines what it takes to get a new or
  changed service or application into production
• If your project delivers a service or application
  into production, you need to do Release
  Management

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What does In Production mean?

• Defined roles for ongoing operation
• Defined Service Levels
• Backup and recovery
• SARP, where appropriate
• ITSC ready to support the application
• OPC ready to run the application
• Project Team enabled to move on
• Etc., etc.

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The Checklists

• Go through Release Transition from SharePoint
• Go through Sample ITSC from SharePoint
• Show Phases ITDDM diagram from SharePoint
• Relate to RM-Project Phases

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Managing the ITSM Projectwhat is Unique

• We are not delivering a new service or
  application
• We are delivering an organization that thinks and
  works differently
• Sure Simon. Good luck measuring that
• Documented processes and agreements
• Defined Outcomes (e.g. 90 of outages logged as
  incidents, SLAs for 15 services, etc.)
• Many unknowns, like where to start with SLM
• We dont know what Service Level we are
  delivering
• We dont have a target Service Level
• Large number of integration points with other IT
  process initiatives
• Deep engagement with staff required for success

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Managing the ITSM Projectwhat is like every
other project

• Who has a stake in the outcomes?
• What do they require?
• Agreement on what we are delivering, why, and how
  much time and resources it will take
• How do we unambiguously measure success?
• We need a plan
• Scope
• Schedule
• Tasks and relationships
• Resources
• We need ongoing communications with our
  stakeholders
• Talking and listening
• We need frank assessments of risks and progress