IT SERVICE MANAGEMENT (ITSM)

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Britton Whitehead
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1 IT SERVICE MANAGEMENT (ITSM), LLC 2015 gpowered

2 IT Service Management Overview, LLC

3 ITSM Definition IT Service Management (ITSM) is: A process-based approach to aligning the delivery of information technology (IT) services with the needs of the organizations that uses them. Performed by IT Service Providers through an appropriate mix of people, process, products and partners., LLC

4 ITSM Value Statement IT Service Management: Improves quality and productivity Reduces costs Enhances customer relationships and service Increases teamwork and collaboration Delivers timely management information Provides information security and risk reduction, LLC

5 ITSM Frameworks Technology neutral and vendor specific options are available, LLC

6 ITSM Success Criteria Implement an Organizational Change Management (OCM) strategy. Create a strong business alignment. Focus on policy, standards and process, NOT technology. ITSM Don t get lost in the weeds!, LLC

Cost Center ITSM is a Journey Technology Centric Business

Culture Inconsistent Documentation Product Led Silos of

Monitoring Incident Driven Projects Limited Asset

Owners Regular KPI Reports Controlled Asset Management

Goals Continuous Service Improvement Financial Planning

7 Cost Center ITSM is a Journey Technology Centric Business Centric Technology Focus Support Focus Ad Hoc Task Driven Culture Inconsistent Documentation Product Led Silos of Technology Customer Focus Reactive Repeatable Support Basic Monitoring Incident Driven Projects Limited Asset Management Business Focus Proactive, LLC Process Owners Regular KPI Reports Controlled Asset Management Problem Management Strategy Focus Service Business Led Goals Continuous Service Improvement Financial Planning Value PE is a Strategic Partner Business Alignment Catalyst for Innovation Profit Center

8 Danger!, LLC

9 IT Service Overview, LLC

10 IT Service Definition An IT Service is: A means of delivering value to a customer by facilitating outcomes customers want to achieve without the ownership of specific costs and risks. Discrete enough that it is measurable. Governed by a Service Level Agreement (SLA)/Operational Level Agreement (OLA)., LLC

IT Service Lifecycle Strategy Align with customer demand to identify needed service changes, connect to value creation and leverage the IT portfolio. Then prioritize service roadmaps.

11 IT Service Lifecycle Strategy Align with customer demand to identify needed service changes, connect to value creation and leverage the IT portfolio. Then prioritize service roadmaps. Design Translate service roadmaps and requirements into projects, implementation plans to share with the customer. Architect and design/reuse service solutions in response to service requirements. Transition Review service architecture with customer. Build, test, and deliver systems and solutions. Prepare customer expectations, culture, and processes for service deployment and change. Operate Support growth in service adoption and utilization by customers, reviewing value to validate alignment and identify course correction. Handle service risk, events, issues, and provider relationships. Optimize Benchmark, measure, and review service performance to identify improvement opportunities to work into service roadmap. Aggregate service value results into the IT portfolio., LLC

12 IT Service Management Examples, LLC

13 Context for Examples IT Asset Management Not just physical hardware and software. Includes Intellectual Property (IP), Proprietary Information (PI), and copyrights. Asset Metadata Item Value 1 Value 2 Value 3 Criticality A B C RTO 0 days 1 day 1 week Default Risk High Medium Low High Availability 0 minutes 1 minute 1 hour, LLC

14 Operational Example System F C-Rating Testing Boundary System C B-Rating System D A-Rating SCRUM Team A System E B-Rating Change Authority System B A-Rating SCRUM Team B System A A-Rating Sprint Target, LLC

15 Strategic Example System F C-Rating System C B-Rating System D A-Rating System E B-Rating Incident Management Support Management System B A-Rating Resource Management System A A-Rating Problem Management Business Intelligence (BI), LLC

16 IT Service Catalog Overview, LLC

17 IT Service Catalog Definition An IT Service Catalog is simply: A list of available technology resources and offerings within an organization and a means of communicating how to request, receive and measure offering deliverables. More importantly it is : The cornerstone of IT Service Management (ITSM). A vehicle IT to define, prioritize and market services to its customers. A means of provides a service-centric view of IT., LLC

18 ITSM Cornerstone Service Design IT Service Catalog Operational Level Agreement (OLA) Request Compliance Service Desk (ticketing) Service Operation Service Optimize Process Standardization Continuous Process Improvement Improve Service Transition Service Capacity Plan Demand Forecasting/ Trending Refine Input, LLC

19 Headcount Demand Forecasting/ Trending Service Capacity Plan Future increase in demand is projected or realized Demand exceeds capacity FY15 FY16 FY17 FY18 Additional headcount Demand Capacity, LLC Fiscal Year

20 Powered Consulting, LLC

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