SMF India Considerations for Service Design in an "as-a-Service" world Gagan Jain Associate Director, IT Service Transformation vwowwuitsmfindia.in #ITSMFIND15itSMF india Meet Your Speaker = Service Transformation consultant at Brillio "IT consulting firm focused on Data and Digital Domain = Global ITSM & technology consulting experience across US, Europe, Middle east, India, Far East Asia and West Africa ! "14+ years in IT industry + Accredited ITIL trainer = Certified in Project Management, Technology and Quality Management Frameworks = Provides Integrated & contextual IT Solutions in the areas of 7 1 * Big data Analyti About Brillio + figee’es = 10T * Cloud & DevOps vwnmattsmfindiain + Leveraging deep learning automation brillioitSMF India Agenda = Everything as a service = Value of Service Design = Elements of service design = What's changing in Service Design in new world order ? = Implications for the IT enterprises wvwitsmfindia.in brillioAudience Poll: Why is as-a -service so popular ? 1 Management is easier/ Its cheaper TI User Experience IH Rest of the world is doing it/ Latest Fad ! 1 Dictated by business wvwitsmfindia.in brillioitSMF. India Everything as a service ! Use sseves _Detaloomentae aGenice Computing a8 aSenice (Chu Camping) Database a 4 Sonics PaRnESE ASS BENS rage a8 a Sensce Backup as 3 Sanco) Compliance aca Senseo ‘Testing ss asence ‘Auton Pater Lae, Oreo Time for Internet of Services (IoS) ! vwowwuitsmfindia.in ot: ators ae ony wood for view! try and have no emer moaning Mashuns a5 3 Senco Desiacp = a Gerice Content « From once Platform / Sofoware | Security se aSenice _ Werttysea Serice ssisernes | ene wos \EEee { (oases vsssseree ya) Nouns iiessnwe Humans ;— ati reg —cimmeware a8 a Serice et pats ra a5 2 Seve Term already coined in 2008 brillioTrends driving as-a-service IT vwowwuitsmfindia.in On Demand- Anytime, Anywhere Self Service Service Oriented Architectures Interoperable Software Defined Everything Velocity Focused API-based Management itSMF india Industrialization Of IT brillioitSMF. India Value of Service Design : Different Dimensions. Eb ay, (>) User centered Services Efficiency Well designed services enable effective service strategies. Effective design contributes towards the provision of quality services that deliver the results the customer requires, within real business constraints such as time and money wornitsmfindla.in brijioElements of Service Design Business Requirements t Business Value Service Design = a voting Cost Organizational Technical ‘sks Communication brillioThe New World order... Thebes Buses tk ‘anes une anes poss Ole IT - New IT — —— ——S 1 iE sae | | SES | [ome | | tons ees mm) fay Gay [oe ow | ee | aa Fea Sams | sien (oo sep amar se a vwowwuitsmfindia.in Changing Role of IT: from provider to Custodian brillioitSMF What's Changing in Service Design in new world order ! = Service Definition is user oriented = Service mapping/Modelling ? = Actionable Service Catalog driven = Differentiation between Business Service & IT Vv = service = Service Ownership = Roles/Personas ( Service architects/Designers ) i = Agility in Service Lifecycle = Design for iterative development b, 4 = Design for Automation brillio vwowwuitsmfindia.initSMF What's Changing in Service Design in new world order ! = Service Management = Service/Process/Data Integration = Webservices & SOA = Enterprise SLA’s vs aaS provider SLA’s = Difficult to Negotiable Security requirements = Change in Governance & reporting = Design for changed Operations wvwitsmfindia.in brillioitSMF india Implications for IT enterprises 1. Risk of service ownership is transferred to buyer Complexity (red) + Operating Model Risk Sousanns + Commercial Risk Legal Risk 2. Demonstrating Business Value = Mapping of business Key performance Indicators with IT Key performance indicators \ 3. Impact on Existing service value chains * Impact on utility & warranty of interfacing service value streams a ee 4. Service integration * Multiple cloud Services...User Choosing the platform * Cloud Service brokers/ Service Integration = Tr Functions wuwwitsmfindia.in rillioitSMF india To Summarize + Design IT services when going as a Service way Y Enables Business Outcomes in a defined/ Demonstrable way Y Easy to consume by end users Y Can be designed to deliver/sustained Y Can be integrated and managed seamlessly wvwitsmfindia.in brilliovwowwuitsmfindia.in Thank You For additional information on IT Service Management in new world order please contact ~ Gagan Jain Gagan jain@brilio com wwwerillio.com #ITSMFIND15 brillio