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Agenda. Start with Why What Are Best Practice Frameworks, and Why Do We Need Them? Best Practices Defined Lean, Agile, DevOps and ITSM/ITIL 4 The Increasing Challenges - addressed by Utilizing Multiple Frameworks Guiding Principles to address Culture Lean Values Agile Manifesto
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Agenda • Start with Why • What Are Best Practice Frameworks, and Why Do We Need Them? • Best Practices Defined • Lean, Agile, DevOps and ITSM/ITIL 4 • The Increasing Challenges - addressed by Utilizing Multiple Frameworks • Guiding Principles to address Culture • Lean Values • Agile Manifesto • DevOps – CALMS and The Three Ways • ITIL 4 Guiding Principles • The New Operating Model: Continual Improvement with Value Streams • Why ITIL 4? • ITIL 4 Service Value System and Service Value Chain • Value Stream Mapping • CI Approach • Summary • Q&A Note: Diagrams and Text courtesy of ITSM Academy and/or Axelos unless otherwise referenced
What Is a Best Practice, and Why Do We Need Them? Definition (courtesy of businessdictionary.com): • A method or technique that has consistently shown results superior to those achieved with other means, and that is used as a benchmark. See also best in class and leading practice.
Best Practices/Frameworks • Lean – a production philosophy that focuses on creating and managing the flow of value from start to finish – from concept to launch, from order to delivery, from need to fulfillment. • Agile – a collection of software development methodologies in which requirements and solutions evolve through collaboration between self-organizing, cross functional teams in order to deliver working software in smaller and more frequent increments. • DevOps – a cultural and professional movement that stresses communication, collaboration, and integration between software developers and IT operations professionals while automating the process of software delivery and infrastructure changes • IT Service Management – a set of specialized organizational capabilities for providing value to customers in the form of IT services • ITIL is the preeminent best practice framework for ITSM • ITIL 4 was released on February 28, 2019
How to Address Those Challenges • No single best practice framework is “perfect” – no silver bullet • Need to avoid local optimization - organizations improve in vertical functions but are not optimized horizontally end to end • What about the customer? • Continuous Delivery/Deployment? • Feedback Loops • The Answer: • Adopt and Adapt practices from multiple frameworks, with focus on value • Requires Transformational Leadership - Vision, Top Down Support, and Outside-In Perspective • Address Culture via Guiding Principles • Strong emphasis on Continual Improvement • Systems Thinking – integrate horizontally across value streams
Guiding Principles • “Principles are underlying truths that don’t change over time…” – Mary Poppendieck, co-author of Lean Software Development • A guiding principle is a recommendation that guides an organization in all circumstances • Guides organizations to adopt a service oriented approach into their culture • Adapt best practice guidance to their own specific needs and circumstances • Allow organizations to integrate the use of multiple methods into an overall approach to managing services and delivering value
The Focus of ITIL 4 • Value Co-Creation – no longer a mono-directional flow between service provider and consumer • Service defined by VOCR – Value, Outcomes, Costs, and Risks
The Four Dimensions • Evolution of PPT (People, Process, and Technology) and 4 P’s of ITSM • Encourage systems thinking and represent all of the various perspectives that must be considered
Summary • Best Practice Frameworks provide solid and useful guidance, but you must: • Adopt and Adapt (Lean AND Agile AND DevOps AND ITIL 4) • Allow your Teams to Innovate • Continually Improve – Alignment to Changing Business Conditions • Best Practices are NOT a Silver Bullet, and are NOT just about tools and technology • CULTURE (Organizations and People) is the most important aspect • Focus on Value from the Customer’s Perspective • Value Co-Creation and VOCR • Use best practices and guiding principles to break down silos – optimize the flow of work across organizations, functions and processes • ITIL 4 is a game changer for Service Management– creates a unifying operating model that incorporates systems thinking and continual improvement • This is WHY integrating multiple Best Practice Frameworks improves your opportunities for success!
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Training Service Offerings • ITIL 4 Foundation – June/July Public Class • ITIL Practitioner • ITIL 4 Executive Overview • DevOps Executive Overview • DevOps Foundation • Certified Agile Process Owner • Certified Agile Service Manager • Certified Process Design Engineer Coming soon in 2019: • Value Stream Mapping • DevOps Leader
