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1、,Copyright 2007 Accenture. All Rights Reserved.,ITT&O Global Leadership Meeting 21-FEB-2007 ITIL version 3 and Achieving Excellence in Service Management Damian Harris,Copyright 2007 Accenture. All Rights Reserved.,Why does Accenture need to be aware of ITIL v3?,The worlds most widely adopted IT Ref
2、erence Guide is changing and Accenture is heavily involved in the changes:,ITIL v2 Publication Framework,ITIL v3 Service Lifecycle,This image for ITIL v3 was created by Ryan Thomas, Infrastructure Consulting (DCT&O), and has become the face of the new ITIL Service Lifecycle.,Why does Accenture need
3、to be aware of ITIL v3?,Michael Nieves, Infrastructure Consulting (DCT&O), is co-authoring the new Service Strategy volume with a Project Scientist at Carnegie Mellon University.,Of the 5 new publications, the Service Strategy volume is the most relevant to the CIO:,ITIL is owned by the UK Governmen
4、ts Office of Government Commerce (OGC) and our UKI Clients will expect us to have a point of view.,Copyright 2007 Accenture. All Rights Reserved.,How could ITIL v3 align to a typical IT Operating Model?,SS,SD,ST,SO,CSI,BUSINESS OPERATIONS,SERVICE PLANNING,SUPPLIER RELATIONSHIP MANAGEMENT,CUSTOMER RE
5、LATIONSHIP MANAGEMENT,SERVICE DEVELOPMENT,SERVICE DELIVERY,SERVICE INTRODUCTION,Run the Service,Change the Service,Copyright 2007 Accenture. All Rights Reserved.,What is the Service Strategy volume about?,The new Service Strategy volume deals with C-Level Business concepts, such as:,Defining Service
6、s; Defining Strategy; Value Networks, Value Creation and Value Capture; Market Spaces and Solution Spaces; Business and IT Service Management; Service Portfolios; Enterprise Architecture and Service Oriented Architecture; Types of Service Providers; The Business Case for building Service Assets and
7、Service Management Capabilities; Measuring Service Performance.,Copyright 2007 Accenture. All Rights Reserved.,What is a Service?,IT services are now part of the fabric of the business and customers expect guaranteed levels of service:,A few years ago, customers could only use ATMs to withdraw cash.
8、,Copyright 2007 Accenture. All Rights Reserved.,What is a Service?,IT services are now part of the fabric of the business and customers expect guaranteed levels of service:,A few years ago, customers could only use ATMs to withdraw cash.,Today, customers can use ATMs to: withdraw cash; pay in cheque
9、s; manage their accounts; transfer money; top-up their mobile phones.,Copyright 2007 Accenture. All Rights Reserved.,What is a Service?,IT services are now part of the fabric of the business and customers expect guaranteed levels of service:,A few years ago, customers could only use ATMs to withdraw
10、 cash.,Today, customers can use ATMs to: withdraw cash; pay in cheques; manage their accounts; transfer money; top-up their mobile phones.,What will the ATMs of tomorrow be like?,Copyright 2007 Accenture. All Rights Reserved.,How can Accenture generate more Sales through ITIL v3?,The Accenture North
11、 America geography regard ITIL v3 as an exceptional opportunity to initiate dialogue with Clients about any of the following:,Full e2e Outsourcing Co-Sourcing (Assisted Transformation) Process Improvement Programmes Operating Models Regulatory Compliance (eg SOX) Six Sigma and Balanced Scorecards Bu
12、siness/IT Integration Service Quality and ISO:20000 COBIT Service Introduction Service Management and Improvement,Application Outsourcing Infrastructure Outsourcing Service Strategy IT Governance and Risk IT Transformation Enterprise Architecture Service Costs Information Security Management Busines
13、s and Service Continuity Service Oriented Architecture Software Licence Compliance,Copyright 2007 Accenture. All Rights Reserved.,How can Accenture generate more Sales through ITIL v3?,There are many Competitors in the Service Management industry:,Of these, only Accenture, FoxIT, HP and Pink Elephan
14、t can state that they wrote ITIL v3.,Copyright 2007 Accenture. All Rights Reserved.,What is the International Standard for IT Service Management?,A new International Standard for IT Service Management (ISO:20000) was launched in December 2005 to replace all existing National Standards (e.g. BS:15000
15、 and AS:8018):,ITIL is a publicly available collection of books describing service management good practice process guidance, a bit like the highway code.,The extent to which a service organisation has adopted this guidance is highly subjective and the authors of ITIL recommend that organisations ad
16、apt the guidance to meet their specific business needs.,For a number of years, consultancies have promised help with implementing ITIL or ITIL compliance, but this promise has never been achievable.,Copyright 2007 Accenture. All Rights Reserved.,What is the International Standard for IT Service Mana
17、gement?,A new International Standard for IT Service Management (ISO:20000) was launched in December 2005 to replace all existing National Standards (e.g. BS:15000 and AS:8018):,The introduction of the British Standard for IT Service Management (BS 15000) in 2001 marked a significant change in the in
18、dustry because excellence in service management was finally measurable, a bit like the driving test.,ITIL good practice is a foundation for achieving excellence in service management through ISO/IEC 20000 certification.,With the promotion of BS 15000 to ISO/IEC 20000, achieving excellence in service management has now become a matter of global interest.,Copyright 2007 Accenture. All Rights Reserved.,