IT Service Management Program

(IT SMP) Roadmap

Cindi Locker
IT Service Mgmt. Program Mgr.
Progressive Insurance
Greater Cleveland LIG: 06/21/2007

1
Presentation Objective
 Provide practical, descriptive guidance on an
approach to:
 Empower internal, process owners, managers
and process experts to develop and obtain
approval to a implement an ITSM Roadmap
recommending
 incremental (quick win / quick hit) change across all
(11) ITIL disciplines concurrently

2
Agenda
 Roles / Responsibilities & Rules
 Management Framework
 Guiding Principles

 Assessment
 Goal
 Method
 Timeline of Accomplishments
 Approach

 Results
 Levels of Process Maturity
 Opportunities

 Implementation
 Goal
 Recommendation
 Phase 1 Deliverables
 Where Are We Now 3
 Roles & Responsibilities
Management Framework

SPONSORSHIP LEADERSHIP, VISION STRATEGIC PLANNING

Board of Directors Program Manager Steering Committee

Solution Development, Delivery & Deployment

Solution Project Solution Delivery &

Development Teams Management Deployment
Teams

Strategic & Tactical Management of Change

Training

....with varying levels of control, players and responsibilities…

4
Guiding Principles

 ITIL: We will use ITIL as a guide as we develop our Service Management Program. Our goal is
to follow their recommendations. We will try to keep deviations to a minimum.

 Pace: We will manage culture change, increasing and changing demands of the business, and
maintain momentum through the execution of quick win, quick hit projects, at a steady pace
meeting committed dates.

 Resources: We will release and empower the necessary and appropriate existing staff on a full
or part time basis to design new processes and procedures in accordance with the Roadmap.

 Sponsorship: As sponsors of the program, we will:

 Ensure department wide awareness of strategic goals
 Encourage and support involvement at all levels of the organization
 Implement changes to the organization structure if needed
 Hold people accountable for completing tasks and adhering to standards and guidelines

 Organizational Independence: We see our roles as providing the guide rails in which
organizations can move independently yet still honor the concept of being virtually the same.

 Simplification: We will leverage industry best practices and solutions where possible. (Never
start with a blank page, avoid the trap of thinking we have unique needs.) We will look to retire
existing processes were applicable to meet an overall goal of administrative simplification.

5
Guiding Principles – Continued

 Data (Integrated & Quality): We will promote the correlation of data across Service
Management modules/disciplines. We will build systems and processes that insure data quality.

 Systems of Record: We will enforce no duplication or creation of redundant data and recognize
one source of information for official reporting. If there are deficiencies in that source, we will work
to correct the problem.

 Process Ownership: We recognize the need for identifying process owners.

 Team Work: We hold ourselves accountable to widespread sharing of all information, best
practices, and opportunities in support of our common goal of continuous improvement.

 Continuous Improvement: We recognize Service Management as a continuous improvement

program.

 Compliance: We are committed to assuring compliance to the program.

 Enterprise Solutions: We will invent and build IT wide solutions and responsibly communicate
those decisions.

 Temporary Solutions: Temporary solutions are acceptable. However, all or portions of the
temporary solution may need to be redone when an enterprise approach is implemented through
the Service Management Program. Although the temporary solution is not preferred, it would
solidify the areas requirements as they would have actual experience with their approach.
6
Assessment
Goal
 An Objective ‘Look in the Mirror’
 Factual Audit / Investigation
 Strengths (What We Do)

 Opportunities (What We Can Do Better)

 Realistic Conclusion
 Current Level of Process Maturity

7
Assessment
Method
Individual ITSM
• 11 ITSM Processes Process
Assessments
• 29 People
 11 Teams
 10 Leads
 3 – 7 Per Team
• ‘Standard’ Assessment Guides
 Questions Evaluating Existence of IT SMP Roadmap
1. 1.0 Prerequisites of Sequential Tasks
2. 1.5 Management Intent
3. 2.0 Process Maturity Integrate and
Determine
4. 2.5 Internal Integration Sequence Summarize and
5. 3.0 Process Output of Report Results
Assessment
6. 3.5 Process Quality Results
7. 4.0 Management Information
8. 4.5 External Integration
9. 5.0 Customer Interface
• ‘Standard’ Assessment Report Template
8
Assessment
Timeline of Accomplishments
53 Calendar Days / 37 work days

Round 5  Review Roadmap, Modify As Needed

Work Days 34 - 37  Socialize Throughout IT
IT SMP BOD & Deliverable: Approved IT SMP Roadmap
Program Managers
Round 4  Integrate Service Support & Service
Work Days 25 - 33 Delivery Roadmaps Into 1
Program Managers Deliverable: IT SMP Roadmap
1 SS & 1 SD Team Lead
 Integrate 6 Service Support Roadmaps Into 1
Round 3  Integrate 5 Service Delivery Roadmaps Into 1
Work Days 21 – 24 Deliverable: 2 Roadmaps (SD & SS)
Program Managers & All Team Leads
 1st Meet w/ Team, Integrate Input
 2nd Team Lead Authors Report
Round 2  3rd Meet w/ Team, ID What Needs To
Work Day’s 11 - 20 Improve, Group, Prioritize.
Team Leads Deliverable: 11 Process Roadmaps

Round 1  Kick Off Meeting

Work Days 1 - 10  Broaden ITIL Knowledge
All Team Members  Draft Assessment Input
Deliverable: Assessment Drafts
9
Assessment
Approach
Round 1: Broaden ITIL Knowledge / Draft Input

 Review
 Glossary of Terms
 Service Management / Reference / ITIL Glossary
 Read
 Applicable ITIL Process Book (Service Support or Service Delivery)
 IT Service Management an Introduction Based on ITIL
 ITIL Planning to Implement Service Management
 Chapter 6, Section 6.1 – Critical Success Factors and Key Performance
Indicators
 Understand
 Terminology
 Relationships & Dependencies Other Service Management Processes

10
Assessment
Approach
Round 1: Broaden ITIL Knowledge/Draft Input (Cont)

Each Team Member – Including the Leads

 Read the Assessment Guide for the Process You Will Assess
 Understand Level and Purpose of Process Maturity Dimensions
 Complete the Guide Individually
 Don’t Over-Rate or Under-Rate
 Document ‘Specific / Objective’ Evidence
 Avoid Words Such As
 Sometimes
 Want
 Wish
 Should
 Could

Deliverable
 Assessment Drafts / Each Team Member 11
Assessment
Approach
Round 2: Integrate Input / Author Report

Team Leads
 1st Schedule Meeting(s) With All Team Members Present
 Integrate Input
 Utilize Standard Assessment Guide
 2nd Author Assessment Report
 Utilize Standard Report Format
 3rd Schedule Meeting(s) With All Team Members Present
 ID What Needs to Improve
Set a Time Limit for Debate / Lead Makes the Call
 Group Opportunities Based on Dependencies
 Prioritize Groups of Opportunities for Improvement (Project) Initiatives
 Create ‘Process’ Roadmap

Deliverables
 Assessment Report
 Individual Process Roadmap 12
Assessment
Approach
Round 2: Assessment Report (example)

 Process Overview
 Findings
 Level 1.0:
 Strengths [What We Do]
 Opportunities [What We Can Do Better]
 Level 1.5: Management Intent
 Level 2.0: Process Capability
 Level 2.5: Internal Integration
 Level 3.0: Process Output Products
 Level 3.5: Process Quality
 Level 4.0: Management Reporting
 Level 4.5: External Integration
 Level 5.0: Customer Interface
 Summary
 Current Overall Maturity Level & #
 What Needs to Be Improved
 What Could be Improved

13
Assessment
Approach
Round 3: Develop Service Delivery & Support Roadmaps

Program Managers & Team Leads Service Delivery

 Integrate (5) Individual Service Delivery Process Roadmaps

Program Managers & Team Leads Service Support

 Integrate (6) Individual Service Support Process Roadmaps

Deliverable
 (1) Service Delivery Roadmap
 (1) Service Support Roadmap

14
Assessment
Approach
Round 4: Develop IT SMP Roadmap

 Assemble Roadmap Team

 Program Manager: People & Process
 Program Manager: Tool
 (1) Service Delivery Team Lead
 (1) Service Support Team Lead

 Integrate
 Service Delivery & Service Support Roadmaps

Deliverable
 IT SMP Roadmap

15
Assessment
Approach
Round 5: Approve IT SMP Roadmap

 IT SMP Roadmap Review

 Program Manager: People & Process
 IT SMP Board of Directors

 Modify As Needed
 Based on Business Priorities & Resource Availability
 Approve
 Socialize Throughout IT

Deliverable
 Approved IT SMP Roadmap

16
Results
Levels of Process Maturity
ITSM Process Maturity – Based on 10/2005 Assessment
Each level of maturity considers the following elements: Vision & Steering, Process Initial: Process recognition, limited
People, Technology & Culture. management activity; org places
[Diagram source: itSMF Planning to Implement Service Management ‘a companion to the IT Infrastructure Library pocket guide] no importance, resources or focus.
(Ad hoc or chaotic)

Repeatable: Process recognition,

Availability little priority or resources; activities
focus on process effectiveness but
Capacity uncoordinated.
IT Service Defined: Process recognition, but
Continuity no IT wide acceptance: process
Level

ownership is in place, focus on

Problem efficiency and effectiveness.
Change
Reports & results stored for future
Release reference.
Financial
Service Managed: IT wide recognition &
Incident
Desk
5 acceptance of process; has
service focus. Is proactive
Service Optimized
Level 4 w/documented, established
integration with other IT
Configuration Managed
processes.
3
Defined Optimized: Process has full
2 recognition, strategic objectives &
1 Repeatable goals, aligned to overall strategic
business / IT goals. Is
Initial
‘institutionalized’.

17
Time
Results
Opportunities
Opportunities by Criticality
High – High – Medium Low Totals
Main Sub*
SERVICE DELIVERY
Availability Management 16 6 24 12 52
Capacity Management 9 2 14 4 27
Financial Management for IT Services 5 3 18 1 24
IT Service Continuity Management 12 7 16 5 33
Service Level Management 15 5 34 6 55
Sub Total 57 23 106 28

SERVICE SUPPORT
Change Management 14 3 26 24 64
Configuration Management 8 2 15 0 23
Incident Management 26 2 23 13 62
Problem Management 12 10 20 19 51
Release Management 5 2 10 12 27

Service Desk 13 0 37 8 58
Sub Total 78 19 131 76

TOTAL (*Sub' Opportunities excluded from totals) 135 42 237 104 476
18
Implementation
Goal
Introduce Change in Phases.
 Quick Wins / Quick Hits
 Provide Immediate Benefits
 Tactical Efforts With Specific Goals
 Completed in Short Intervals (3-6 mths)

Phase 1
 Demonstrate Management Commitment
 Establish Process Ownership
 Build ITSM Foundation / Prerequisites
 Lay the Groundwork for Integration
 Introduce Aspects of Common Process
 Establish End State Visions
 Accomplish Collaborative Approach
 Begin Transformation of IT

19
 Implementation
Recommendation
Focus on all 11 ITSM processes concurrently
 High Criticality Opportunities Only
 (3) 6-Month Phases
 Tactical Efforts, Specific Goals
 Short Term Implementation Projects Within Each ITSM Process

Logic behind the phases:

 Compared to Constructing a Home
 Phase 1: Foundations (laying the groundwork)
 Phase 2: Framework (roughing in)
 Phase 3: Final Walk Through (punch list / adjustments)

Why all (11) ITSM processes at once?

 It’s Recommended Because…
 It’s Not About Individual Processes
 It is About How They Work Together & Interact
 A Process by Process Approach Would Require Re-Architecting
 Breaks Down Silo Mentality
 Pieces Implemented Within the Overall ITSM Strategy
 Benefits and Gains Recognized as ‘Steps’ Toward the Future State ITSM Vision
20
Implementation
Phase 1 Deliverables – Service Delivery

Availability Management
 Establish standards / guidelines for availability requirements.

 Define availability & unavailability from a customer perspective.

Capacity Management
 Establish Capacity Management Process Plans for Desktop &
Servers.
 Develop a performance management process for Telecom,
Server & Client Support Groups.

Financial Management
 Define criteria & performance targets for Accounting, Budgeting &
Charging measurements & improvements.
 Develop a continuous Vs deadline driven budgetary process. 21
Implementation
Phase 1 Deliverables – Service Delivery

IT Service Continuity Management

 Include Continuity Planning concepts for continuous
availability in Software Development Methodology
(SDM).
 Define criteria for when an incident becomes a disaster.

 Define scope and hand offs for serious outages greater

than a ‘site’ disaster.
 Establish Operating Level Agreements (OLAs) around
Continuity Planning responsibilities.
 Define a Business Impact Analysis Process  tied to
Service Level Management.
22
Implementation
Phase 1 Deliverables – Service Delivery

Service Level Management

 Define requirements for Service Level Management
(SLM) process.
 Define Vital Business Functions (VBFs), owners and
customers.
 Develop a Service Catalogue.

 Obtain service level requirements (SLRs) from Vital

Business Function customers.

23
Implementation
Phase 1 Deliverables – Service Support
Change Management
 Improve prioritization & categorization of business &
technical requests and impact – tied to the business.
 Redefine Change Advisory Board (CAB) membership,
roles and responsibilities.
 Conduct CAB meetings that include groups interested in
application and business areas.
 Redefine scope of request for change (change record 
release management).

24
Implementation
Phase 1 Deliverables – Service Support
Configuration Management
 Define Configuration Management (CM) requirements.
 Inventory data sources and tools.
 Plan to resolve CM issues related to platforms, applications and process
owners.

Incident Management
 Rollout and ensure compliance to the Virtual Incident Management
(VIM) and Knowledge Management (KM) processes across IT.
 Provide access to KM for Service Desk.
 Develop a data mart and core set of IT management reports.
 Appoint ‘new’ Process Owner and Analyst positions to ensure continual
improvement, as well as, management of VIM Process training.
 Establish Operating Level Agreement (OLAs) between Service Desk and
Technicians for escalation.

25
Implementation
Phase 1 Deliverables – Service Support

Problem Management
 Develop a central repository and standards for classification for root
cause and recording data.
 Define IT Management reporting requirements.
 Implement standard enterprise-wide Problem Management activities.

Release Management
 Define a repository and templates for enterprise-wide standards and
policies.
 Implement a formal Software Change Management (SCM) Process.

Service Desk
 Develop IT Management reporting focused on reducing call volume.
 Establish formal IT Service Support process for new applications.

26
Where Are We Now
Resources Redirected to Non-Discretionary Tasks Due To
 Major Compliance Initiatives
 SOX – Sarbanes Oxley
 PCI – Payment Card Industry
 Opening of our 2nd / Remote Data Center
 Opening and Migration of a New Print / Mail Facility

Benefits of the Roadmap

 People are more aware of the benefits of integration
 They know their processes better
 It is a strategic, process document that is & will continue to be
referenced to make day-to-day, tactical decisions

27