PhDr. Irina Zalisova, EPMA Director

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1 PhDr. Irina Zalisova, EPMA Director

2 Optimalisation of costs by introducing ITSM Supportive tools and approaches for innovation with ITSM Change management and mental change *

3 IT service management (ITSM) helps organisations to structure themselves and provides an optimal support for processes by the IT. Adaptation of the IT to the needs of the employees and customers

Level II IT Operation Level I IT Coordination Approach Analysis of existing ITSM methods Survey on ITSM

SME IT Service Agreeme nt / Definition IT Procurem ent Project Manag ement Innovatio n Managem ent

Change Change Management & Improvement ment Cont.

4 Level II IT Operation Level I IT Coordination Approach Analysis of existing ITSM methods Survey on ITSM usage in SME 24 case studies from 6 regions Business IT Strategy for SME IT Technolo gy Strategy for SME IT Service Agreeme nt / Definition IT Procurem ent Project Manag ement Innovatio n Managem ent Systems and 3 rd Party Services Managem ent Audit & Monitoring Documen & Evaluation tation Complian ce Change Change Management & Improvement ment Cont. Service Improvem ent + Service and Infrastruct ure Operation Security and Environm ent INNOTRAIN IT (Method and modelling tool) Free trainings and elearningplatform

5 *Risk minimization and rise of the flexibility *Work relief and cost reduction *More transparency with respect to the time and costs *Representation of dependences *Combination of business and IT processes

6 Survey Did you know that IT staff from SMEs applying ITSM is able to care about 20% - 40% more IT workplaces? processes in SMEs using ITSM are five times more often optimized? SME using ITSM produces 2,5 times more product innovations? Learn more at: Downloads INNOTRAIN IT 6

7 IT Management vs. IT Service Management Traditional IT management is almost exclusively focused technical. ITSM is business-oriented, it establishes a connection between IT and business process. It thus describes advanced techniques to the business processes with the best possible IT support. The "Information Technology Infrastructure Library (ITIL) is the de facto standard for ITSM. It was developed in the 80s by the British Office of Government Commerce OGC Today ITIL is being maintained by the ITIL itsmf Association (the current version 3) Other ITSM related standards are: COBIT, MOF, CMMI, ISO20000, PRINCE2

8 *ITSM shouldn't be considered as a further management tool. It is a complete philosophy. *Using ITSM basic components, the management of the IT can be much more efficient and simple. *Every IT service, every underlying process and any IT infrastructure are subject to a life cycle.

9 Level 3 Innovation of products and services Level 2 Innovation of business processes Level 1 Management of IT-infrastructure-services Introduction level Basic principles of IT Service Management INNOTRAIN IT innovation spiral

*Role: a behaviour pattern, define features, functions and rights. Roles are independent of people and functions. E.g. a decision maker, a customer, a transmitter, etc.

10 *Role: a behaviour pattern, define features, functions and rights. Roles are independent of people and functions. E.g. a decision maker, a customer, a transmitter, etc. *Function: a function is defined by the roles they may take. E.g. a function IT manager or the office staff, these functions may take different roles. Usually, the clerk is not necessarily the personal representative but indeed he can be a transmitter. *Process: a sequence of activities with a defined beginning and the end. Every process consumes appropriate resources (money, working time, commodities, etc.). The result of a process may constitute the trigger for another process.

Help Desk: a central feature of ITSM. It is the link between IT services and operational business. All requests and assistances for the business are handled by this function.

11 Help Desk: a central feature of ITSM. It is the link between IT services and operational business. All requests and assistances for the business are handled by this function. * Incident: an IT problem or an IT service request. E.g. my Excel crashes or I can t generate a PDF from Excel. For later analysis, all incidents should be edited and their status should be maintained from the central Help Desk. * Problem: exists when multiple incidents create a pattern. The central administration from the help desk can identify recurring problems (for example, Excel keeps always crashing to user XY when he or she is working at the same time with Word) and so long-term solutions could be found. *

12 Change: Any change to the existing IT landscape. E.g. dentifying a problem can lead to a change if an appropriate solution is found (Excel crashes every time Word is open). A solution for this problem could be the installation of more memory. This change is also called CHANGE. * Continuity /Availability / Capacity: Important aspects of the ITSM is reliability (Continuity), availability and the capacity of IT services and IT systems. These three aspects are representative for the smooth operation of IT infrastructure. *

13 Technology Processes Organization Culture and staff Die Ausgewogenheit der 4 Faktoren ist der Schlüssel zum Erfolg von The key Veränderungsmanagement to successful change management is balancing these four factors.

14 Changes begin by appreciating the past Changes need sense and future images (visions, strategies, targets) Changes need professionalism (e.g. concepts) Changes start in ones head and in ones heart Changes are a learning process Changes are personal matter Changes are always accompanied by conflicts Changes require transparent communication Changes require a marketing strategy

15 Vision + Communication + Skills & Insight + Resources + Incentives + Action plans = REAL CHANGE + Communication + Skills & Insight + Resources + Incentives + Action plans = Confusion Vision + + Skills & Insight + Resources + Incentives + Action plans = Refusal Vision + Communication + + Resources + Incentives + Action plans = Fear Vision + Communication + Skills & Insight + + Incentives + Action plans = Frustration Vision + Communication + Skills & Insight + Resources + + Action plans = Slow change Vision + Communication + Skills & Insight + Resources + Incentives = Chaos

The Most Important Critical Success Factor In IT Service Management

The Most Important Critical Success Factor In IT Service Management David Ratcliffe, President, Pink Elephant Inc. david.ratcliffe@pinkelephant.com http://blogs.pinkelephant.com/president http://twitter.com/pinkerdavid