The Road from Information Technologies to IT Services

Transcription

1 The Road from Information Technologies to IT Services BBLF Business Master Classes Feb 20 th, 2007 Hristo Hristov Services Manager and Senior Consultant, ITCE MCSE + Messaging, ITIL Certified

2 Agenda 2 ITCE Presentation Information Technologies Today IT Services and Business Needs IT Service Lifecycle Business Service The Task Q&A

3 ITCE s history of achievements MS Global Services Outsourcing Partner 2004 Large IT Infrastructure projects Symantec Enterprise 2006 ITSM improvements projects, BMC Partner EXIN Certificates HP Education Partner 1998 ITCE Founded Training Center, Prometric Testing Center, Advanced Infrastructure 2000 Training for the Business Users Effectiveness ISO Certificate st worldwide Gold Certified Partner for Learning Solutions 65% Microsoft training market share, Project Training 2005 Microsoft Gold Partner in 5 competencies: Advanced Infrastructure Networking Security Information Worker Data, Large Scale Consulting Engagements

4 ITCE s areas of competencies 4 IT MANAGEMENT CONSULTING ITSM Improvement Infrastructure Project SW Development process CORPORATE TEAMWORK Corporate internal information portals Enterprise Project Portfolio Enterprise e-learning gateways Workflow solutions Virtual meetings ENHANCED SECURITY Public Key Infrastructure ISA, VPN, perimeter management Identity and access management Enterprise Information Rights REMEDY INTEGRATION Remedy ITSM integration and customization Workflow development CRM AND BUSINESS INTELLIGENCE Customer Relationship Customer Service Enterprise reporting and analysis ADVANCED INFRASTRUCTURE Networking and Active Directory Systems SMS, MOM Corporate messaging Virus and spam protection Enterprise Licensing

5 Information Technologies Today 5 According vendors information technologies are: High performance Reliable and highly available Easy to deploy, manage and use Rich set of features Scalable Global solution Easy to integrate with existing technologies

6 IT Services and Business Benefits 6 Business expect from IT department services, not technologies: , Internet access, File sharing, Printing Retail services, Billing Transactions and settlements Enterprise resource planning (ERP) Customer relationship management (CRM) Human resources management Services should: Respond fast Be always available and reliable Be flexible Easy for use and customization Enable business growth Low cost for support

7 Foundations of a Service 7

8 Services Delivery Framework 8 Services Delivery Frameworks provide expert guidance on: Specific skill requirements Technical capability planning Architectural decisions Design considerations Best development and management practices

9 IT Service Lifecycle 9 Enterprise Strategy Consulting Services Technology Consulting Services Support Services

10 IT Service Lifecycle - Discover 10 Strategic Discovery Portfolio Optimization Business Value Analysis Envision Core Team Organized Vision/Scope Baselined Vision/Scop e Approved

11 IT Service Lifecycle - Plan 11 Program Planning Readiness Excellence Custom Consulting Assessment and Review Planning, Architecture and Design Design Supportability Review Project Plans Approved Plan Technology Validation Completed Functional Specification Baselined Master Project Plan Baselined Master Project Schedule Baselined Supporting Environments Set Up

12 IT Service Lifecycle - Build 12 Technology and Enterprise Architecture Program Custom Consulting Proof of Concept Developer Support Scope Complet e Build Prototype Complete d Internal Release 1 Internal Release 2 Internal Release n

13 IT Service Lifecycle - Deploy 13 Custom Consulting Program Deployment Support Deployment Stabilized Site Deployments Completed Core Solution Components Deployed Deploy Deploymen t Completed Pilot Completed User Acceptance Testing Completed System Testing Completed Release Readiness Approved Stabilize User Interface Stabilized 1 st Functional Testing Pass Completed

14 IT Service Lifecycle Operate and Support 14 Service Desk Incident Problem System Administration Security Administration Service Monitoring & Control Job Scheduling Network Administration Directory Services Admin Print/Output Storage

15 IT Service Lifecycle - Optimize 15 Service Level Financial Service Continuity Availability Capacity Workforce

16 The Maturity and Challenge 16 30% 60% Gartner Research, Inc., Conference Polling Indicates Improvement in IT Process Maturity, Deb Curtis, April 2006.

17 IT Infrastructure Library 17

18 What does ITIL cover? 18 T h e B u s i n e s s Planning to to Implement Service Service The The Business Perspective Service Support Service Delivery Security Security Applications Applications ICT ICT Infrastructure Infrastructure T h e T e c h n o l o g y Service Support Incident Problem Change Release Configuration Service Delivery Service Level Capacity Availability Financial for IT IT Contingency

19 The Task Organization with: Multiple geographically dispersed offices Large IT department with clear role and technology separation A lot of users and IT services Users can stay without business application for maximum of 2 hours and for 4 hours 19 Describe how you will organize and optimize the incident management process: What roles in IT should be defined? How end users will contact the support staff and get information about incident status? How incident handling and resolving should be organized? What information should be provided to business managers and when?

20 Answers 20 Send answers to PowerPoint presentations and process diagrams would be appreciated Deadline for answers First place prize attend one course in ITCE for free and more

21 Questions 21