Professional Documents
Culture Documents
(Optimization of current structure, correct configuration and complexity to meet business needs)
(Disaster recovery plan, survival, reduce user impact or major unexpected failure, risk, vulnerability)
(Specifying/defining services, catalogues, service level agreements, operational level agreements, monitoring and reporting)
Continuity Mgmt Financial Mgmt Manage the What Manage the Cost (Cost effective ifs
Ad-hoc
Repeatable
Integrated
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Organizational Maturity
High
Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2
Stage 5
Technology
Stage 1
Low
Organizational Maturity
High
Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2
Stage 5
Technology
Stage 1
Low
Technology Stage 1
Vision and strategy
Business views role of IT as Infrastructure provider (hardware, software and network provider). No clear vision statement on role of IT.
Steering
Principally driven by cost. Stability, availability and performance of IT platforms and networks are the main focus and implicit steering parameters.
Processes
Focus on Systems and Network Management, IT design and implementation.
Technology
Systems and Network Management tools are independently purchased and used to manage technology subsets.
Culture
'We are IT experts'. There is little interaction or understanding of providing 'services' to the business.
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Organizational Maturity
High
Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2
Stage 5
Technology
Stage 1
Low
10
Product/Service Stage 2
Vision and strategy
The IT organization recognizes that it delivers a portfolio of products and services to the business. Evidence of IT strategic planning, little input from business.
Steering
Services are defined in technology terms such as bandwidth, processing performance, disk capacity. Reporting and steering on IT defined parameters.
11
Technology
More product standardization. Design of architectures and integration into management tools and systems.
Culture
Team and product orientation. Customer awareness and promotion towards Customers.
13
Organizational Maturity
High
Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2
Stage 5
Technology
Stage 1
Low
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Steering
Service Level Agreements steer IT. Change Management integrated into project structure for ensuring smooth handover from new IT dev.
Processes
Service Level Management, formalized Account Management. More focus on planning aspects. Support processes deliver clear service and Customer-related performance. Process reporting underpins service level agreements.
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Technology
Integrated systems and Service Management platforms, manageability built into technology designs and solutions. Operational requirements defined for handover into production environment.
Culture
Customer satisfaction.
16
Organizational Maturity
High
Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2
Stage 5
Technology
Stage 1
Low
17
Steering
IT strategic goals, IT proposals made and discussed at board level. Business priority and risk assessments of investing and not investing in IT. Service levels are defined more in business terms, such as 'business transactions processed', 'availability of business functionality'.
18
Technology
R and D and technology pilots. An enterprise-wide management framework exists defining integrated service and systems management toolsets.
Culture
The IT Organization provides help and advice to the business.
20
Organizational Maturity
High
Value-Added Focus Business Focus Customer Focus Product/Service Stage 4 Stage 3 Stage 2
Stage 5
Technology
Stage 1
Low
21
Steering
IT is steered on added value to the business. Business improvements through use of IT.
Processes
Business and IT strategy making. The IT organization ensures seamless integration with systems development and all other IT suppliers in the value chain to manage real end-to-end services for the business.
22
Technology
Technology interaction between suppliers. Solutions integration.
Culture
The IT Organization enables the business.
23
1 . Wh a t i th s e te c h n o o g c o t a d l y s n c o s t t m a a g e it o n 2 . Wh o d e s wh t o a fo r o p e ra t o n / i s s u p p o rt 3 . e a s a c e s fo r y c s o u r c o n u m rs s e
BUSINESS DRIVERS
1 . s e rv c e o p ti n s &c o s 1 . m e a u re / m a n g e i o ts s a c o n s m e r e p e ri n c u x e e 2. buy s mar t (e n d-c u to m r, b u i n e s s e s s wh a t we b o g t i w a t w u s e rs ) u h s h e a re p y n fo r a i g 2 . m e a u re o e ra l IT s v l 3 . o p e ra o n l l y m a n g e d p e rfo rm a c e ti a a n s e rv i e s : c 3 . k n o w t a t wh a t we h Bre a k x &s e r i e r q e ts /fi vc e u s b o u g h t i s wh a we g o t t a re d s a t h d , m n i o re , i p c e o t d (c u s to e r m a s u r d m e e m e a u r s & s l f- e r e s e e s v p e rfo rm a c e ) n e n a le b d a s e s t e b u i e s i m a t s s h sn s p c of pr po e c ha g s o s d n e 4 . i m p r v e ITs e r i c e o v e n a l e En t rp rs e Se r i e c o n ti u i t b e i vc n y i n fo r a o b t d e e n l z d m ti n u c tra i e c o tm a n g m n t s a e e 5 . i m p r v e So u ti n T CO? o l o
1 . m e a u re t e s h b u s i n s s v au e e l o f IT 2 . e n s re u c o n s m e r d ligt u e h 3 . wh a t we b o u g h t i s wh a t we n e e d e d 4 . wh a t we n e d e to b u y n e x a n d t wh e n 5 . Wh e re s h o u d l we b e g o i g n x n e t
VISION Measurable, quality managed, cost justified IT Services (from cradle to grave ) to meet dynamic e-business requirements
Techn olog y
Customer
Customer / Business
Business / Value
He l p De s k L 1
Se rv i c e De s k L 3 In c i d n t L e 3 Ch a n g e L 2 Co n fi g L 2 SL M L 2 De l i v e ry L 1
In c i d n t L .5 e 3 Ch a n g e L 3 SL M L 2 Co n fi g u ra t o n L i 3 Pro b l e m L 3 Re l e a s e L 2 .5
Se rv i c e De s k L 4 In c i d n t L e 4 SL M L 3 Av a i l a i l i y L b t 3 Pro b l e m L 4 Ca p a c i t L 3 y
Se rv i c e De s k L 5 SL M L 4 Co n ti n g e c y L 4 n Co s t L 3
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TO
Services described so your mother could order Measure end-to-end service Select customer desired key performance indicators Varied service level and customer choice Real time monitoring for real time action Real time report card with service metrics (volume & performance) -easy to understand & customer friendly 25
Current Challenges
Dont have adequate management of services and collection of information to:
Demonstrate business value of IT investments Accurately predict the costs/service levels of potential solutions (business case development) Identify/Respond to service cost rationalization requests Manage customers service experience, nor report on delivered services costs Provide targeted IT business views nor demonstrate the performance or value of IT services
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27
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Range of L2 Duties SLA IT Service Automation Mgmt Service Request Tracking Service Decision Support Integrated with Infrastructure Average call 2-15 min Change Process SPOC for ALL user issues Customer Satisfaction Proactive Support Monitoring Average call 12-15 min Offline Research Technology Attempts Resolution Decision Product Support Automation Support SPOC for User problems Service Desk Manager Established Initial Impact Assessment Attempts Resolution Some Procedures Short duration on phone Little Resolution Live body to No offline research answer phone No Management Heroics Manual Call Tracking High Total Cost of Ownership (TCO)
Dispatch Center
Low
29
Volume
Capacity
30
Service Desk
Service Desk
Proactive SPOC (real or virtual) SLM begun Process channels inc. access IMAC Service requests Maturity & inc. monitoring/reporting Integration inc. integration w. IT structured ownership Continuous Improvement Service-oriented IT Service Reporting You get what you asked for Cost per desktop TCO
Skills/Staffing
33
Service Desk
Proactive SPOC (real or virtual) SLM begun Process channels inc. access IMAC Service requests Integration inc. monitoring/reporting inc. integration w. IT structured ownership Continuous Improvement Service-oriented IT Service Reporting You get what you asked for Cost per desktop TCO
Skills/Staffing
34
Tools/Automation
Skills/Staffing
35
Tools/Automation
Skills/Staffing
36
Definition
Help Desk Goal: service the end-user; quick restoration of service
Reactive // limited automation minimal integration with other IT processes // stand-alone incident-focused service levels = severity levels = response times Knowledge Base of consumer issues more rote more scripted, routine, less flexibility for staff Consumer-oriented Break-Fix // Restore Technology IT Product Reporting You get what weve got
Definition
Service Desk Goal: Departmental mgmt. TCO, service provider, internal mgmt. practices more structured & rigorous
SPOC (real or virtual) // more access channels IMAC Service requests more monitoring // more reporting // IT Service Reporting more integration with other IT processes (e.g. participates in CAB, etc.) more structured ownership and escalation procedures (analyst / tier 2) Structured communication plan Knowledge Base = process/protocols/procedures maintained at this level Continuous/systemic quality improvement activities, i.e. analyst coaching Service Level Management begun (Level 2/3) // Service-oriented You get what you asked for
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Definition
Service Management Center Strategic Integration of IT and Business Processes
Organization
SMC Leadership reports to (or is) Senior level mgmt.can impact/influence
Strategy / vision / budget / resources / priorities / objectives / goals
Accountability Relationship
Senior process owners (incident, problem, change, config, SLM) must report to (or have an accountability relationship) to the SMC Director
Business-Oriented // Executive-Driven IT (ITIL) Process Integration // Significant IT / Business Process Integration Service Level Management Complete (Level 4/5) Restore Business Capability // Measures Business Impact of IT events Performance Dashboards for Real-Time Management Information You get what you need
39
40
After:
Post Implementation Review True Cost of Implementation Real Benefits Achieved vs. Risk Incidents linked to change Cost of incidents created by change
43
46
49
52
Tools/Automation
Skills/Staffing
63
Thank You!
George Spalding
g.spalding@pinkelephant.com
www.pinkelephant.com
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