I must make improvements to my ITSM processes please accompany me!

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1 I must make improvements to my ITSM processes please accompany me!

2 C2 Expertise! EDUCATION FINANCE & INSURANCE HEALTH ENGINEERING DISTRIBUTION GOUVERNMENT MUNICIPAL SERVICE

3 Continuous Services Improvement Kit IT Service Management Solutions Business Process Re-engineering and Transformation Ensure that your ITSM process improvement investments are maintained and always of great business value...

4 Agenda 1 Objectives 2 The CSI Theory 3 Surveillance and Finances 4 Results 5 Conclusion

5 CSI The Questions 1. How to implement the continuous improvement of services? 2. How to move from theory to practice? 3. Where to start? 4. How can I manage the phase of Continual Service Improvement (CSI)? That is the purpose of this presentation

6 CSI Goals and Objectives Review, analyze and make recommendations on improvement opportunities at each stage of the life cycle. Review and analyze results achieved service levels. Identify and implement individual activities to improve the quality of IT services and improve the efficiency and effectiveness of ITSM processes Principals of Information IT Managers Consultants Practitioners Suppliers Improve the profitability of the delivery of IT services without sacrificing customer satisfaction Ensure that management practices appropriate quality are used to support activities related to continuous improvement

7 CSI The Purpose The primary purpose of CSI is to align and realign IT services and the constantly changing needs of the business by identifying and implementing improvements to the IT services that support business processes. These improvement activities support the entire lifecycle of a service. Indeed, CSI is looking for ways to improve the effectiveness and efficiency of processes and improving profitability.

8 CSI The Reality Key elements that ensure continuous improvement Process Owner Client Process Manager Service Owners

9 CSI Model for Improvement The CSI Model What is the vision? Vision, mission, goals and business objectives Where are we? References Assessments How to maintain the pace? Where do we want to be? How do we get there? measurable targets Improvement of services and processes Are we able? Measures and Metrics Copyright 2007, Reproduit sous licence d OGC

10 CSI Concepts The Deming Cycle Suitable for CSI Input Continual Service Improvement Output Requirements of the "Business" Demand for New Services Measurement Services & Processes Management Responsibility PLANNING CSI Accord Results of the "Business" Customer Satisfaction More Efficient Processes External Requirements ACT CSI Change DO Implementation CSI New Changed Services Security Requirements CHECK Monitor, Measure and Review CSI Improved Employee Morale Crown Droit d auteur 2007, Reproduit sous licence d OGC

11 The Approach Define formal agreements (contracts) to become the spearhead future improvements of each process Use the operational level agreements (OLA) ITIL as a base. ITIL Definition of OLA: Agreement between a supplier of IT services and another part of the same organization. An OLA supports the delivery of the service provider. Name of agreement: Agreement of operational levels of the management of services (SM OLA)

12 The Approach OLA DMs are not primarily based on process documentation but on the key performance indicators (KPI) Includes only the standards expected deliverables Process modeling, RACI, procedures, roles and responsibilities, etc. Improvement initiatives related to meeting the KPI target Approval of agreements should include Upper Management (CEO, Directors, Senior VPs) Communicate SM OLA approvals throughout the organization and establish an oversight committee

13 Agreement Clauses Main clauses found in each SM OLA between the authority of improving the management of services and the owner / manager of the service Term / Conditions of the Agreement Amendments / cancellation (using the process of change management plans) Authorities Related Deliverables Performance Indicators / KPIs (including expected targets) Responsibilities Status reports (via the Committee) Risk Management and Quality Escalation and Dispute Resolution Procedures Financial Commitments

14 Details of the Agreement Duration One year (or less) Termination or change Follow the process of change management Types of Authorities : Owners and managers of the process ITSM improvement authorities in the organization Single Point of Contact (SPOC) of the process and the authority of the improvement Senior manager of the owner and / or manager of the process IT Senior VP CEO, President, Director

15 Details of the Agreement Deliverables Process Models RACI Matrix Roles and Responsibilities ITSM supporting Strategy Tool Improvements Improvement Initiatives to achieve KPI Targets

16 Details of the Agreement Key Performance Indicator / KPI KPI Specification Metric Justification 1 Number of incidents resolved vs known errors implemented Monthly Number of known errors found and implemented divided by the number of incidents eliminated Objective of the next period: 100 Estimated number of incidents resolved for each known error that have been implemented. This is an indicator of the effectiveness of known errors and the implemented team management problems. Bases related performance to be established (first month of the KPI report 01/01/2012; corresponding standards industry standards / reference and research documented KPIs for the same date (including information data source reference)).

17 Details of the Agreement Responsibilities: Owner and Process Manager (partial list) Develop all the documentation related to the achievement of KPIs as stipulated in the agreement. Provide metrics and KPI data to the authority of ITSM improvement. Dashboard Performance Measurement Implemented Initiatives improvements (person, process, and technology) across the organization Regular meeting attendances at of the Supervisory Board of OLA SM Identify support costs associated with the implementation of continuous improvement (if any) Etc.

18 Details of the Agreement Responsibilities: ITSM Improvement Authority (partial list) ITSM provides resources, communication services, and training as required. Approves all improvements (process models, procedures, structure, governance, technology, etc.) Confirms that the SM OLA performance targets have been met Coordinates and ensures integration with other ITSM process improvements and business processes. Etc. Note: The authority for ITSM Improvement is responsible for assisting in the implementation, however, the KPI targets are the responsibility of the owners and managers of the services.

19 Surveillance Form the OLA SM Monitoring Committee Regular monthly meetings Attendance requirements: Owners and service managers holding the approved SM OLA ITSM Authorities Improvements Chairing Upper Management Representatives Subject Matter Expert (SME) Standard agenda: Opening remarks Review the minutes, the action items Review the status of SM OLA deliverables Review the KPIs performance Closing remarks

20 Finances Owners and Service Managers must negotiate the level of effort and resources, costs required to achieve the target performance measurement Process Improvement Specialist Customizing the ITSM Tool Communication and Education

21 Achievements Accountability Process Improvement is formalized Commitment confirmation from High Management ITSM improvements are now parts of the business They are based on performance metrics (KPI) Confirmation of funding for continuous improvement Good agreements are guarantors of better relations And... This will raise expectations for improvements and make them more visible...

22 Conclusion A practical approach that works Is not limited to ITSM processes Excellent communication tool Generates a need for available resources for monitoring Earlier start of the renegotiation process Doing this, you can "Sale" your way on the right track...