SESSION 409 Thursday, November 3, 10:00 AM - 11:00 AM

Track: The Strategist

COBIT + ITIL: Governance, Metrics, Process

Butch Sheets Cofounder/Co-owner,Service Management Dynamix, LLC ljs@svcmgtdynamix.com

Keith D. Sutherland Co-Founder/Co-Owner,Service Management Dynamix, LLC kds@svcmgtdynamix.com

Session Description

COBIT and ITIL are key frameworks for developing and implementing an approach to assess ITSM performance and governance effectiveness. In this unique copresented session, you’ll get a point/counterpoint breakdown to using COBIT and ITIL as part of an overall service management initiative. Are COBIT and ITIL competing frameworks, independent frameworks, or complementary frameworks? Join us to find out!

Speaker Background Butch Sheets is retired from Caterpillar, Inc., where, as the ITSM architect, he was instrumental in their adoption of ITSM best practices in support of their record-setting Six Sigma initiatives. To share his experience, Butch has presented at past itSMF USA annual conferences and is also a lifetime member and past president of itSMF USA. With better than 35 years of experience in IT, Keith brings the versatility derived from working and participating in a variety of industries, including Manufacturing, Banking/Finance, Catholic Health Care, and Customer Care. A partner, and fully accredited instructor and consultant, with Service Management Dynamix,. Keith’s varied background allows him to share real and practical experiences, while his dynamic presentation skills aid in helping customers absorb the concept of ITSM and other complementary frameworks and methodologies.

Session 409: COBIT + ITIL: Governance, Metrics, Process

Butch Sheets & Keith D. Sutherland

Acknowledgements

• Service Management Dynamix, LLC (SMDx) is a South Carolina based organization, with offices in Rock Hill, SC and Peoria, IL. SMDx is dedicated to delivering high-quality IT Service Management related training & consulting.

• PRINCE2® is a registered trade mark of AXELOS® Limited

• ITIL® is a registered trade mark of AXELOS® Limited

• COBIT® is a registered trademark of Information System Audit and Control Association® (ISACA®)

• PMI®, PMP® and PMBOK® are registered trade marks of the Project Management Institute, Inc

• AXELOS® is a registered Trade Mark of AXELOS Limited

Your Storytellers

• Butch and Keith are the co-founders and co-owners of Service Management Dynamix, LLC (SMDx), a Rock Hill, South Carolina company, specializing in ITSM related consulting and training.

• Butch is retired from Caterpillar, Inc., where, as the ITSM architect, he was instrumental in their adoption of ITSM best practices in support of their record-setting Six Sigma initiatives. To share his experience, Butch has presented at past itSMF USA annual conferences and is also a lifetime member and past president of itSMF USA.

• With better than 35 years of experience in IT, Keith brings the versatility derived from working and participating in a variety of industries, including Manufacturing, Banking/Finance, Catholic Health Care, and Customer Care. Keith’s varied background allows him to share real and practical experiences, while his dynamic presentation skills aid in helping customers absorb the concept of ITSM and related frameworks and methodologies.

Today’s Approach

• PTI description (from WIKI) - PTI) is a sports television show that airs weekdays on various ESPN TV channels. It is hosted by Tony Kornheiser and Michael Wilbon, who discuss, and frequently argue over, the top stories of the day in "sports... and other stuff". PTI is known for its humorous and often loud tone, as well as the "rundown" graphic which lists the topics yet to be discussed on the right-hand side of the screen.

• Presentation abstract - COBIT and ITIL are key frameworks for developing and implementing an approach to assess ITSM performance and governance effectiveness. In this unique co-presented session, you’ll get a point/counterpoint breakdown to using COBIT and ITIL as part of an overall service management initiative. Are COBIT and ITIL competing frameworks, independent frameworks, or complementary frameworks? Join us to find out!

Today’s Topics (“Rundown”)

• Best Practice+

• Governance

• Processes

• Alignment

• Usage

• Measurements/Metrics

• Assessment

• Big Finish

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic – Best Practice+

• There is no single framework, methodology or standard that represents a service management ‘silver bullet’ for a service provider

• Two different service providers, even in the same type of company, could choose different options in their practice and achieve similar results

• The right complement of options for your company is what will define “ITSM Your Way”

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

How do frameworks align to the lifecycle?

Topic – Best Practice+

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic - Governance

• A means of defining policies by process

• A means of fostering integration across processes

• A means of defining roles and responsibilities

• A means of fostering the collection of data/metrics

• A means of fostering action based on interpretation of data/metrics

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Is governance an important part of Service Management?

Topic - Governance

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic - Governance

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic - Governance

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic - Governance

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic - Processes

• Process adoption, implementation, and management promotes efficiency and effectiveness for organizations

• Process = Process Control + Process Execution + Process Enablement

• COBIT 5 reflects 37 processes

• ITIL 2011 Edition reflects 26 processes

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big FinishWhy do these two frameworks have different numbers of processes?

Topic - Processes

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic - Processes

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic - Alignment

• Both COBIT and ITIL seem similar in intent but worded differently• Each has five dominant areas

• Each forms a continuous complex closed loop system

• Each is complementary to the other

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big FinishCould these frameworks successfully coexist?

Topic - Alignment

Evaluate, Direct & Monitor

Align, Plan & Organize

Build, Acquire & Implement

Deliver, Service & Support

Monitor, Evaluate & Assess

Service Strategy

Service Design

Service TransitionService

Operations

Continual Service Improvement

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic - Usage

• COBIT provides credibility to ITIL• Governance in being a Service Provider - it is advertised

as being ‘the’ governance framework for IT• Improving as a Service Provider – given the ability to

assess the maturity of processes• Creates a check and balance

• ITIL represents a minimum of 60% of what a service provider should consider in being successful in providing services (implement and manage)

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Where could these frameworks be used?

Topic - Usage

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic – Measurement & Metrics

• Why do we measure:• In the beginning – to show progress and compliance

• Ongoing – efficiency and effectiveness

• What measurement does:• Validate

• Direct

• Justify

• Intervene

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Do the metrics between ITIL and COBIT have to be different?

Topic – Measurement & Metrics

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic - Assessment

• Assumes we have consensus agreed upon data (baseline) from which a judgement of progression (or not) can be made

• It is critical to understand what an organization is assessing itself against

• There is an ISO/IEC standard for assessment

• What number is ‘good enough’

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

How do the assessment approaches differ between ITIL and COBIT?

Topic - Assessment

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic - Assessment

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Topic – The Big Finish

• Besides COBIT and ITIL, what other frameworks, methodologies and standards make sense here?

• Why should the folks that came to listen to us today care?

• Who can tell us more about COBIT and ITIL here at the conference?

RUNDOWN

Best Practice+

Governance

Processes

Alignment

Usage

Measurement/Metrics

Assessment

Big Finish

Q&A

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