Service Management. Pink Elephant Celebrating 20 Years Of ITIL Experience

Transcription

1 The, The Cornerstone of Service Management Pink Elephant Celebrating 20 Years Of ITIL Experience

2 Agenda The A Tale of 4 Companies Designed Fit For Purpose Publishing a Establishing a Project 2

3 The Changing Role For IT HIGH Value Network Focus IT customers are the customer of the organization Business Focus IT is perceived as an internal business partner LOW Customer Focus Service Focus Technology Focus 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 3

4 The Cornerstone for Managing the Business of IT The is IT s vehicle for defining, prioritizing and marketing what it does for internal Customers and Users Clearly communicates to all stakeholders the value of IT, what it delivers, how well it performs against expectations Provides a Service- Centric View of IT IT services and their link to IT systems Customer relationships and agreements Service financials, including pricing and costing Single point of contact for all demand The is the Key Enabler in transforming to a Service-Centric, Customer-Focused Model for IT

5 Natures Of The Constitutive, in that it defines what IT does and does not do, and on what terms We, the people (of IT), in order to form a more perfect union (alignment with the business), establish justice and insure domestic tranquility What type of restaurant are you? Actionable, in that it provides the means by which IT and its customers coordinate and conduct business What do people want to do? Governing, in that the key terms, conditions and controls defined in the are integrated into the service delivery processes of the organization Entitle, authorize, control, charge, account

6 Stakeholder Definition All people who have an interest in an organization, project, IT Service, etc. Stakeholders may be interested in the activities, targets, resources, or deliverables. Stakeholders may include customers, partners, employees, shareholders, owners, etc. 6

7 Views Into The Business Customer What services am I using? What levels am I receiving? What is my IT spend? Service Level Manager / IT View What services do I offer? What levels are available? What are my key metrics? End User What services can I buy? What does this include? When will I get it? Portions Pink Elephant, Portions newscale, Inc. All Rights Reserved.

8 Four Companies Four Goals Company A An IT to IT Service Catalog Company B A User / Requester Company C A Business Portfolio Company D An External Client 8

9 End User View of The Sample End User

10 Business Services Catalog Market Services & Set Expectations Publishing with Professional marketing look and feel Identify, inventory and componentize the services IT provides to the business Enable re-usability, decomposition for reusabilty Articulate the cost drivers of the service portfolio in business terms Cost per Invoice Per employee Align Services with Business Priorities Analysis of existing portfolio Optimization Demonstrate how each IT service offering supports key business drivers Tie service definitions to business process, benchmarks, and KPI Provide lenses or views that answer questions the business will ask I need to reduce cost 10%, I m willing to accept reduced d service levels l but not more risk 10

11 Business Customer View Supporting Services Business Customer Agreem ments Application Service Service Offering Infrastructure Service Service Offering Professional Service Development Hosting Maintenance Service Offering Hosting Storage Network Desktop Telecom Messaging

12 Business Customer View of The Sample Business Customer

13 How These Attributes Might Appear

14 DESIGNED FIT FOR PURPOSE 14

15 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 V3) Fulfills one or more needs of the customer Supports the customer s business objectives Is perceived by the customer as a coherent whole Portions Pink Elephant, Portions newscale, Inc. All Rights Reserved.

16 What Customers Want? People do not want quarter-inch drills. They want quarter-inch holes Professor Emeritus Theodore Levitt, Harvard Business School 16

17 Steps For Defining IT Services When adding a new service or when changing a service, you should follow these steps: 1. Define major Business Functions & Processes 2. Define facilitating/enabling IT Services 3. Map IT Systems to IT Services 4. Map IT Components to IT Systems (CMDB) 5. Develop Service Offerings 6. Define Service-Based costing (Option?) Van Haren Publishing. Adapted from Defining IT success through the 2.1, pgs

18 IT Services Example Infrastructure & Application Services Messaging File / Print Office Productivity Desktop Services ERP Services Trading Applications Voice / Data LAN Professional Services Architecture and engineering Security IT support Project Management Services Procurement Services Application Development Services

19 Major Business Functions & Processes Environment Organization Corporate or Management Processes Business Support Processes General IT Services Innovation, Development, Knowledge Transfer Processes Primary Business Processes Van Haren Publishing, Defining IT Success Through The. Adapted from Figure 2.1, p24 19

20 Composition Of A Service Business Service Management Requirements/demand: Business Service Business process 1 Business process 2 Business process 3 Busines ss View Utility: Name, description, purpose, impact, contacts Warranty: Service levels, targets, service hours, assurance, responsibilities IT Services P li / t t Service Policy/strategy governance compliance SLAs/SLRs including cost/price Technic cal View Assets/resources: Systems, assets, components Assets/capabilities: Process, supporting targets, resources Assets/capabilities: Resources, staffing, skills OLAs contracts Support teams Infrastructure Support services Suppliers Environment Data Applications IT processes Crown copyright 2007 Reproduced under license from OGC. Based on Figure 3.2 Service Design, page 24 20

21 Service Dependency Model SLA Line of Business SLA Customer Direct Technology Services OLA OLA Professional Services OLA Component Technology Services 21

22 Value Service Network Business Units Service Ecosystem Shared IT Services Business Unit A Dedicated Service Service W Service Unit 1 3 Service Supplier Types Business Unit B Business Unit C Shared Service Service X Service Y Service Unit 2 Service Service Unit 3 Outsourced External Supplier External Business Unit ita Business Service Z Service Unit D Unit 4 Embedded IT

23 Service Offerings / Bundles Service Offering Desktop Mgmt. IT Service Field Support IT Service (Component or Sub Service) Install, Move, Add, Change IT Service (Component or Sub Service) Software Distribution IT Service (Component or Sub Service) Support & Maintenance IT Service Image Mgmt. IT Service Lease Mgmt.

24 Service Offerings Or Bundles The creation of a service offer or bundle refers to the bundling together of complimentary services based on typical usage patter that together provide a value added d offering

25 Supporting Service Model E-Commerce Service Security Marketing & Webdesign Production Systems Global Product Web Hosting Distribution Channel $ Banking & Credit Card Authorization Finance, Billing, Business Support Processes Multiple IT and business services interact to deliver the product to the consumer!

26 Publishing s 26

27 Management Goal Ensure that a is produced and maintained containing accurate information on all services which are provided / operational / live, and are being prepared for transition to the live environment 27

28 Identifies all the services offered Should reflect the default levels of service that would work for 75% - 80% of your organization This becomes a master SLA that allows for different levels of service to be driven from the default levels of service Doesn t require an SLA for each customer Easier to update and maintain i than separate SLA s Accessible by the customer Non-technical document Includes a glossary of terms 28

29 Management & Customer Engagement SLM Process Owner Monthly Service Report to Customer SCM Process Owner Service Manager Customer Service Level Manager (Business Relationship Manager) Service Information & Requests Business Application Services Infrastructure / Technical Services Professional Services Service Owner Manager Product Managers 29

30 Questions? 30