Service is our Middle Name Making IT Service Management

Transcription

Service is our Middle Name
Making IT Service Management
A Strategic Business Asset
George Spalding
Executive Vice President
Pink Elephant
Pink Elephant – Leading The Way In IT Management Best Practices
THE WINDS OF CHANGE
New Challenges for IT & Business
New Requirements
New Choices
SaaS, PaaS, IaaS
The rise of the MSP
Global Sourcing
Low Cost Hosting
Financial Transparency
Value vs. Cost
Governance
Compliance
Risk
Disruptive Technology
Cloud Computing
Mobile Computing
Social Media
Executive ITSM Strategies
© Pink Elephant, 2012. All Rights Reserved.
ITIL® is a registered trademark of the Cabinet Office.
2
IT Under Pressure To Change
Need to Cut G&A Overhead
Board/
Executives
Massive
Technology
Changes
User
Community
Internal Customer Dissatisfaction, Consumerization
3
Definition Of Service Management
Service Management is a set of specialized
organizational capabilities for providing value to
customers in the form of services.

Service Management takes the form of a set of
functions and processes for managing services over
their lifecycle
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ITIL: Strategic Benefits

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Provides a documented framework for IT best practices: The only
public, non-proprietary set of recognized best practices
Provides a holistic, connected and integrated approach to IT
Service Management
Identifies areas for reducing IT costs and increasing efficiency
Improves communication and information flows
Improves interfaces between IT and its customers and suppliers
Improves user productivity
Provides process models for IT business alignment
Promotes a common language of terminology – internal IT staff
and external providers speak the same language
There are hundreds of thousands of IT professionals worldwide
who know, and use, ITIL
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What Is An IT Service?
“A service is a means of delivering value to customers by
facilitating outcomes customers want to achieve without the
ownership of specific costs and risks.” (ITIL)
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Fulfills one or more needs of the customer
Supports the customer’s business objectives
Is perceived by the customer as a coherent whole
Services vs. Processes
Business Goals
Enterprise
Business Units
IT Services
People
Infrastructure
Information
Applications
ITIL is a Service
Management Framework.
This means that the
processes described by ITIL
exist for the primary purpose
of planning, delivering and
supporting IT services.
IT Processes
IT Goals
Modeling & Managing Service Outcomes
Claims
Settlement
Line of
Business
Service
Claims
Processing
SLA
Business
Unit
Claims
System
Dept.
SLA
Claim Check
Customer
Facing IT
Service
Service
OLA
Supporting
IT Service
Database
User
Contract
System
Mapping & Optimizing Business & IT
Services
Business Product
Explore
Develop
Business Service
Produce
Ship
Refine
Blend
Business Process
Business Process
Business Process
Store
Pipe
Distribute
Market
IT Service
IT
System
Systems
ITITSystems
Database
ITSMProcesses
Process
ITSM
ITSM
Processes
IT Components
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Why The Interest In IT Governance Now?
Innovation
Maturity
Utility
X
• Electricity
• Rail
• Technology
• Information Technology
Universal Adoption
Source: Nicholas Carr
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The Changing Role of IT
HIGH
Value Network Focus
Business Focus
Customer Focus
Service Focus
LOW
Technology Focus
IT customers are the customer of
the organization
IT is perceived as an internal
business partner
IT has a single strategy and is focused on the
customer, but is perceived as an external supplier
IT is focused on the integration and delivery of endto-end IT services (business solutions)
IT is focused on technology, infrastructure and applications are
treated as separate and largely unrelated domains
Role Of IT/IS In The Organization
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Do More With Less

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Productivity
Quality
Cost Savings
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Good Practices Improve IT Operations
•
•
•
•
Single point of contact
Service Desk Strategy
End to end Incident ownership
Established Support OLAs
•
•
•
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Business focused priority model
All Incidents logged
Major Incident Process
Managed Event Process
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Managed Request Fulfillment
Clear Access Management
Integrated remote support
Integrated supplier support
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Improved speed to root cause
Eliminate repeat Incidents
Analysis of availability data
Access to knowledge base
Poor Mean Time To Repair (MTTR) =
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Financial Impact Of Immature Service
Transition Processes
“Unplanned application
downtime causes havoc and
great expense. Conventional
vendor wisdom focuses on
redundancy to improve
availability. Redundancy,
however, solves just 20
percent of the problem.”
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•
•
•
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Change Management
Release & Deployment
Configuration Mgmt.
Service Validation & Testing
Knowledge Mgmt.
People/Process Issues Cause 80% of Downtime =
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Balancing Capacity With Demand
• Service Portfolio / Catalog Mgmt.
• Client Relationship Mgmt. (SLM)
• Demand Management
Business
Assets
Service Value
Resources
Capabilities
IT Services
Service
Assets
Service
SLA
Potential
Demand
Unused
Resources
Capabilities
Capacity
Goods/Services
Value
Compensation
Service Funding
Budget Renewal or Charging
Revenue
Customers /
Markets
Compensation
Supplier
Contracts
Capacity not balanced with Demand Costs =
•
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Availability & Capacity
Secure Service Delivery
Service Based Costing
Supplier Management
© Crown copyright 2007 Reproduced under license from OGC
Based on Figure 4.17 Service management as a strategic asset and a closed-loop system – SS Book p. 80
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Why Are Companies Adopting ITIL?

Business Drivers
 Economist survey – Manage IT Business Risk
80 to 90% of core business processes are automated
 Revenue loss and customer defections are the most
feared outcomes of IT failure
 Supply chain and logistics most vulnerable to IT failure
Quality of IT services gives rise to competitiveness
 Improve consistency and efficiency of business processes
M&A – Corporate restructuring for synergy
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Why Are Companies Adopting ITIL?

Business/IT Interface
 Returning the value of IT investments
 Reduce cost of providing IT operational services
 Visibility and priority by business impact of IT
assets
 Understand the what and how much of
services/eliminate redundancy
 Productivity – don’t reinvent the wheel
 Build IT credibility as stability and quality rise
 Regulations & Compliance – e.g. SOX (monitoring
rules and required controls)
ITIL Adoption

Pink recently surveyed IT executives, directors, managers and
consultants from the Americas, Europe, Middle East, and Africa
and Asia Pacific. (664 Respondents)
 Among IT strategies being implemented, 71% are
implementing ITIL
 Primary benefits from ITIL implementations are process
standardization and efficiency
 The most common ITIL process implemented first is Incident
Management, followed by Service Desk, Change Management
and Problem Management
 The biggest challenges to ITIL implementation are cultural
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Adoption Curve of ITSM (Who Goes First?)
Finance & Trading
Ear l y Adopt ers
Government
Key Dr i ver s:
1)
IT i mpact on r evenue
2)
Legi sl at i ve
r equi r ement s
Medical
Utilities & Services
Manufacturing
Education
Lat e Adopt er s
Retail
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Composition Of A Service
Business Service
Business Service
Management
Business
process 1
Business
process 2
Business
process 3
Requirements/demand:
Technical View
Business View
IT Services
Policy/strategy
governance
compliance
Utility:
Name, description,
purpose, impact, contacts
Service
Warranty:
Service levels, targets,
service hours, assurance,
responsibilities
SLAs/SLRs
including
cost/price
Assets/resources:
Systems, assets,
components
Infrastructure
Assets/capabilities:
Process, supporting
targets, resources
OLAs
contracts
Support
services
Assets/capabilities:
Resources, staffing, skills
Support
teams
Suppliers
Environment
Data
Applications
IT
processes
© Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24
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Value Service Network
Service Ecosystem
Business
Units
Shared IT
Services
Business
Unit A
Service W
Service
Unit 1
Service X
Service
Unit 2
Dedicated
Service
Business
Unit B
Shared
Service
Business
Unit C
Business
Unit D
3 Service Supplier
Types
External
Supplier
Service Y
Outsourced
Service
Service Z
Service
Unit 3
Service
Unit 4
External
Business
Unit A
Embedded IT
Service Catalog
Service Offerings / Bundles
Service Offering
Desktop Mgmt.
IT Service
Field Support
IT Service
(Component or Sub Service)
Install , Move, Add, Change
IT Service
Software Distribution
IT Service
Support & Maintenance
IT Service
Image Mgmt.
IT Service
Lease Mgmt.
Service Offerings Or Bundles

The creation of a service offer or bundle refers to the
bundling together of complementary services based on
typical usage pattern that together provide a value
added offering
Supporting Service Model
E-Commerce Service
Security
Marketing &
Webdesign
Production Systems
Web Hosting
Global Product
Distribution Channel
$
Banking &
Credit Card
Authorization
Finance, Billing,
Business Support Processes
Multiple IT and business services interact to
deliver the end product to the consumer!
What Is an IT Service?
“A service is a means of delivering value to customers by
facilitating outcomes customers want to achieve without the
ownership of specific costs and risks.” (ITIL)
Strategic Partnership
Now, more than ever before, the rapidly changing
business environment requires a seamless partnership
between all IT Service Providers to deliver the right
service at the right time at the right price to the
business customer.
This requires the understanding that Managed Service
Providers are much more than simply “suppliers” in the
traditional sense. They are strategic partners focused
on delivering business value through successful
business outcomes with controlled costs and managed
risks.
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Questions?
g.spalding@pinkelephant.com
27

Service is our Middle Name Making IT Service Management

Transcription

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