Author: Dot Tudor
Date: 2007-02-01
Date: 2007-02-01
DownloadManaging the IT Estate
Delivering IT Services Using PRINCE2, DSDM and ITIL
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Introduction
We all know about the increased reliance of our own organisations on our IT applications. The loss of e-mail or a vital call centre application for even a few hours can cause something approaching blind panic! IT managers are under constant pressure to deliver everhigher levels of application service. It is not uncommon for the business to demand availability of key applications on a 24/7/365 basis, without thought of the practicality of business continuity and of taking necessary back-ups. In addition to providing a service for internal customers, IT managers have to provide service for end-customers and external trading partners, who are increasingly dependent upon our application services.
Application architectures continue to increase in complexity and interdependence. In many cases some or all of an organisation's
services are outsourced to a third party, which further complicates the IT service management requirements. In an increasingly
security-conscious and regulatory environment, the modern organisation must take very seriously their approach to managing and delivering
an IT service. IT Service Management (ITSM) is a function which needs a structured approach. The IT Infrastructure
Library (ITIL) is a well-documented approach to which many organisations have turned, for improving quality of
IT service support and delivery. In addition to managing the every-day delivery of IT services, new developments and changes to
What are PRINCE2, DSDM and ITIL?
- PRINCE2 (Projects in Controlled Environments) is a widely-accepted standard for project management, particularly in the United Kingdom. It is owned by the Office of Government Commerce and is free to use. It is a well-documented method and can be used for IT and non-IT projects. Compliance with ISO 9000 standards can be achieved using PRINCE2.
- DSDM (Dynamic Systems Development Method) is a framework for user-centred business development that can be used for both IT and non-IT projects. It was developed and is owned by the DSDM Consortium membership. Prior to 2006, it was restricted to 'members only' use, but is now free to use by all. It is an 'Agile' project framework, which means that it focuses on user involvement and an iterative approach to development. It is well-documented, with guidance on process and team dynamics, communication and prioritisation to achieve on-time and on-budget delivery of a product to satisfy a business objective. Compliance with ISO 9000 standards can be achieved using DSDM.
- ITIL (the IT Infrastructure Library) is a widely accepted, 'best practice' approach to IT service management. Its focus is directly on the provision of support and delivery of IT services. It provides a cohesive set of best practice, drawn from the public and private sectors internationally. The best practice processes promoted in ITIL are supported by the British Standards Institution's standard for IT service management (BS15000) and International Standards Organisation standard ISO 20000.
existing applications will be necessary. Most organisations will initiate a project to address business change.
PRINCE2 has become the accepted standard for managing projects, particularly in the UK.
These two 'heavyweights', ITIL and PRINCE2, are often criticised for being over-bureaucratic. This concern continues to raise interest in 'Agile' approaches. Such approaches advocate incremental delivery of change, focus on delivery of 'something that works' in a fixed timescale and insist on continuous user involvement with the change. DSDM is a well-established and well-documented Agile framework for business-centred development which has significant adoption world-wide, particularly in the UK and Europe. It brings prioritisation in line with business need, to achieve the project objective within a defined timescale and budget.
IT service management is well defined by ITIL; project management is admirably covered by PRINCE2 for control, with an overlay of DSDM to achieve focus and timely delivery. Where the problems arise is in the disjunction between the control of projects and the delivery of service. Projects are frequently run without reference to the IT service management function; service management disciplines exist within the organisation but are ignored by project managers. This article looks at bringing together the benefits of PRINCE2, DSDM and ITIL to ensure that successful projects can be run within the framework of IT service management and can hand over smoothly into live running.
The key disciplines of ITIL, PRINCE2 and DSDM, and where these overlap, can be seen in the diagram in figure 1.
These two 'heavyweights', ITIL and PRINCE2, are often criticised for being over-bureaucratic. This concern continues to raise interest in 'Agile' approaches. Such approaches advocate incremental delivery of change, focus on delivery of 'something that works' in a fixed timescale and insist on continuous user involvement with the change. DSDM is a well-established and well-documented Agile framework for business-centred development which has significant adoption world-wide, particularly in the UK and Europe. It brings prioritisation in line with business need, to achieve the project objective within a defined timescale and budget.
IT service management is well defined by ITIL; project management is admirably covered by PRINCE2 for control, with an overlay of DSDM to achieve focus and timely delivery. Where the problems arise is in the disjunction between the control of projects and the delivery of service. Projects are frequently run without reference to the IT service management function; service management disciplines exist within the organisation but are ignored by project managers. This article looks at bringing together the benefits of PRINCE2, DSDM and ITIL to ensure that successful projects can be run within the framework of IT service management and can hand over smoothly into live running.
Using ITIL, PRINCE2 and DSDM together
Let us consider a scenario which follows the life-cycle of an IT application, from its initial development (or purchase and deployment) and see how this is impacted by PRINCE2, DSDM and ITIL.The key disciplines of ITIL, PRINCE2 and DSDM, and where these overlap, can be seen in the diagram in figure 1.
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Overview
