SESSION 201

Transcription

SESSION 201

SESSION 201
Wednesday, March 17, 11:30 AM - 12:30 PM
Track: Strategy and Leadership
How to Define and Value Services: the Cornerstone of ITSM
Hank Marquis
Practice Leader, Business Service Management, Global Knowledge
hank.marquis@globalknowledge.com
Session Description
Defining and valuing services are the first two steps in ITIL v3 strategy generation, as well as the first
steps in the service portfolio process. You simply cannot adopt ITIL or IT service management without
defining and valuing your services. The problem is that ITIL does not tell you how to do this. There is a
hint, however, in the complementary guidance buried deep within ITIL. Join Hank to uncover the secrets
to IT service definition and learn how to define IT services in hours instead of weeks. Also learn an easyto-understand method for valuing services that improves business IT alignment.
Key Takeaways:
- Figure out where to start IT service definition (it’s probably not where you thought)
- Understand how to define IT services in business terms
- Learn the secrets of IT service definition, including customer- and resource-facing services
and resources
- Get going with service catalog development and service portfolio management in just a few hours
- Understand where IT service value originates (it may not be where you think)
- Learn the secret of IT value creation (business value at risk and the marketplace)
- Determine how to prioritize your IT activities based on service value
Speaker Background
Hank Marquis leads the business service management practice area for Global Knowledge, the
worldwide leader in IT and business training. He is responsible for BSM strategy -- integrating ITIL, ISO20000, COBIT, Six Sigma, and project management into seamless solutions for clients. Hank has more
than 25 years of information technology industry experience from both enterprise and vendor positions.
He holds advanced certifications in BSM topics, is a senior member of the American Society for Quality,
and has extensive experience helping IT executives implement IT governance and operational
frameworks. He held operational management positions at MCI, was CIO at e-commerce financial
services provider Celexis, served as VP of marketing and CTO at management software company
Opticom, and rose to senior product management at Compuware. Hank has helped dozens of
companies develop and implement ITSM best practices.
Copyright ©2010 HDI® All rights reserved.
How to How
to
Define and Value Services: the Cornerstone of ITSM Hank Marquis PhD, FBCS CITP
Global Knowledge
Speaker Bio & Company Information
• Practice Leader, BSM, Global Knowledge
• APMG Examiner, EXIN Council Member, itSMFUSA committee member
• 29 Years IT Experience, Technician to CIO
• PhD Organizational Leadership‐ICT
• Charted Fellow British Computer Society (FBCS, CITP) • ITIL©, ISO‐20000©, COBIT©, Six Sigma, Project Management Certifications.
Agenda
• How to Define IT Services
– 5 Steps • How to Value IT Services
– Three‐Step Process
Th
S
P
How to define IT services
HOW TO DEFINE IT SERVICES
Just Two Types of Services
Customer Facing Service (CFS)
Customer Aware of and Uses
and Uses CFS
Ex.: Telephone
Ref: TMForum eTOM/NGOSS/SID, ITIL
Resource Facing Service (RFS)
Customer Unaware of RFS
Compose CFS
Composed of Resources
of
Resources
Ex.: Network, Echo Cancellation, etc.
Perception of the Service
Rule #1
Does the User Know They are Does
the User Know They are
Using the Service?
Then it’ss Probably a CFS
Then it
Probably a CFS
Ability to Acquire the Service
Rule #2
Can it be Specified by Customer/End‐
Customer?
Can it be Acquired by Itself?
Then it’s probably a CFS
How to Identify RFS
• Those Systems that are NOT CFS!
– Compose CSF – Can’t be used directly
– Can
Can’tt be acquired by itself
be acquired by itself
– Composed of Resources not Services
BEWARE! CFS & RFS Can Change
• CFS and RFS vary by Consumer Point of View
• Ex: Ex:
– Hosting & Email
C
Consumer 2
2
App = CFS
Server = RFS
“App”
Consumer 1
Server = CFS
“Server”
Provider
Step 1: Select a Marketplace
• If you are a Building Materials S
Supplier li
maybe…
Ref: NABSM.ORG
Design Services
Building Products
Construction
Building Products
Select an Enterprise Product
• If you chose Building Products maybe…
Concrete
Lumber
Steel
Concrete
Ref: NABSM.ORG
Step 2: List End‐ Customers & Users
• If you chose Concrete maybe…
Architects
Builders
H
Home owners
Ref: NABSM.ORG
Identify Users
• Users First
– Users Support End‐Customers & End‐Users
End-Customers/EndUsers
Users
Architects (end-customer)
Sales, Engineering
Builder (end-user)
Dispatching
Ref: NABSM.ORG
Identify Customers
• Remember Users work for Customers
• Customers Specify
End-Customers/EndUsers
Users
Customer
Sales
VP Sales
Designers
VP Engineering
Builder ((end-user))
Dispatchers
p
VP Dispatching
p
g
Ref: NABSM.ORG
Step 4. Brainstorm IT Systems & Highlight CFS
• Remember:
– Specified/Acquired by (End) Customer
– Perceived/Used by (End) User
Users
Customer
IT Systems
Sales
VP Sales
Phone, CRM, Network,
Email, Backup
Designers
VP Engineering
Phone, FTP, CRM,
g, Email,, Backup
p
Hosting,
Dispatchers
VP Dispatching
Dispatching, Backup,
Radio, ERP, GPS
Ref: NABSM.ORG
Step 5. Create Product Offerings
• For Each Marketplace/Product/Community
F E h M k t l /P d t/C
it
– Ex.: “Design System for Concrete, for Building Products” •
•
•
•
•
•
•
•
•
Marketplace:
Product:
End Customer/User:
User/Customer:
CFS:
RFS:
Resources:
Costs:
Support:
Ref: ITILv3, NABSM.ORG
Service Level Packages
• Service Level Package Frames Service Package for Community of Interest – Ex. “Design System for Concrete, for Building Products
Products”
Ref: ITIL v3, NABSM.ORG
Community
Availability
Capacity
Designers
M-F 8am-5pm
MT
Save/Load
Design Less
than 10 Seconds
VP Design
24x7x365
Save/Load
D i L
Design
Less
than 10 Seconds
Service Catalog Product Offering
• Marketing
“Turn your laptop into a design studio with Designer System for Concrete. Determine mix and cost at the jobsite just like at your desk. Access all your designs on the road or at your desk.”
•
•
•
•
•
Ref: NABSM.ORG
Access your data M‐F from 8am to 5pm MT
Load or save a document in less than 10 seconds
Documents available at jobsite or office
P d
Produce and send mix orders directly to plant
d
d i
d di tl t l t
Print orders for customers at the job site
Step‐by‐step guidance, tools and techniques for valuing your IT services.
VALUING IT SERVICES STEP‐BY‐STEP
Stage 1: CFS Impact Analysis
Integrity
Confidentiality
• Modified without Control
• Disclosed to non‐
authorized Parties
• Unavailable (Loss of Utility and Warranty)
• Includes Replacement and Operational Costs
Interview S i
Service Owner
Availability
Example Impact: CFS Order Processing
• How would you rate Confidentiality?
0 1 2 3 4 5 6 7 8 9 10
0 = Public, 1‐5 = Restricted, 6‐9 = Confidential, 10 = Secure
• How would you rate Integrity ?
How would you rate Integrity ?
0 1 2 3 4 5 6 7 8 9 10
1‐3 = Low, 4‐7 = Moderate, 8‐9 = High, 10 = Very High
• How would you rate Availability Requirements
0 1 2 3 4 5 6 7 8 9 10
1‐3 = Low (recover in days), 4‐6 = Moderate (hours), 7‐8 = High (minutes), 9 = Very High (seconds), 10 = Mandatory (can’t be down)
Impact Assessment
• Copy CIA Scores into a Grid
– Score Becomes Multiplier Service: Order Processing
Owner: H. Marquis
Impact
Value: Confidentiality
Integrity
Availability
2
8
5
Stage 2: Cost Assessment
Legal
Standing
• Privacy, Regulatory, Legislative • Embarrassment, Market Position
Money Safety
• Income, Profit, Sales, Fines, Penalties (Includes Replacement & Operational Costs)
Operational Costs)
• Personal, Environmental
Cost of Cost
of
Impact
Example Cost: CSF Order Processing
• Confidentiality?
0 1 2 3 4 5 6 7 8 9 10
0 = No cost, 1‐4 = Low cost, 5‐7 = Moderate cost, 8‐9 = High cost, 10 = Very High cost
• Integrity?
0 1 2 3 4 5 6 7 8 9 10
• Availability?
0 1 2 3 4 5 6 7 8 9 10
0 = No cost, 1‐4 = Low cost, 5‐7 = Moderate cost, 8‐9 = High cost, 10 = Very High cost
0 = No cost, 1‐4 = Low cost, 5‐7 = Moderate cost, 8‐9 = High cost, ,
,
,
g
,
10 = Very High cost
Example Service Valuation
• Determine Value of CIA (Impact X Cost)
– Ex.: 8 + 48 + 40 = 96 / 3 = 32
– Order Processing is of Moderate Value Service: Order Processing
Service:
Order Processing
Owner: H. Marquis
Value: Moderate
Value: Moderate Confidentiality
Integrity
Availability
Impact
2
8
5
Cost
4
6
8
Composite
8
48
40
Value
32
1-20 = Low Value | 21-60 = Moderate Value | 61-80 = High Value | 81-100 = Very High Value
Ranking IT services
Consider:
• Order Processing = 32
• Fulfillment = 64
• E‐mail = 12
Fulfillment is Most Important
• IT Should focus on Fulfillment first for Business Alignment
• Measure and Improve Fulfillment First
• Describe Improvements in Business Terms Learned from Interviews and Service Valuation
Recommendations on using your new skills.
PROGRAM SUMMARY
Summary
• Define Services using CFS first
• Value CFS using CIA Risk Techniques
• Use Results to Drive/Justify Actions
Thank you
• Session #201: How to Define and Value
Services: the Cornerstone of ITSM
Thank yyou for attending
g this session.
Please fill out an evaluation form.
Contact details:
Hank Marquis
hank.marquis@globalknoweldge.com
www.hankmarquis.info (blog)
1 (603) 838-3393

SESSION 201

Transcription

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