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  • 1. “Help Desk of the Future: Service Management Center ITILv3 ” By George Spalding Pink Elephant
  • 2. Help Desk of the Future: Service Management Center ITILv3 ITIL 3 with t George Spalding Executive Vice President Pink Elephant Pink Elephant – Leading The Way In IT Management Best Practices
  • 3. Call for Action Business-driven Business driven IT department priorities result in IT service management and support pressure: Provide On-Demand Services “utility model” utility model Respond to increased service demand – shrinking budgets Create effective Enterprise wide service delivery structures Enterprise-wide and accountabilities Demonstrate Business Value and impact of IT Improve Credibility of IT © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 4. Organizational M aturity High Value-Added Focus Stage 5 Business Focus Stage 4 g Influence on the Business s Customer Focus Stage 3 n Product/S ervice Stage 2 Technology T h l Stage 1 St Low © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 5. Organizational M aturity g y High Value-Added Focus Stage 5 Business Focus Stage 4 Influence on the Business s Customer Focus Stage 3 Product/Service Stage 2 Technology Stage 1 Low © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 6. Technology – Stage 1 Vision and strategy Business views role of IT as Infrastructure provider B i i l f I f t t id (hardware, software and network provider). No clear vision statement on role of IT. Steering Principally driven by cost. Stability, availability and performance of IT platforms and networks are the main focus and implicit steering parameters. Processes Focus Foc s on S stems and Net o k Management IT Systems Network Management, design and implementation. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 7. Technology – Stage 1 (2) People Technology excellence. Technology Systems and Network Management tools are independently purchased and used to manage technology subsets. Culture l 'We are IT experts'. There is little interaction or understanding of providing 'services' to the services business. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 8. Organizational M aturity High Value-Added Focus Stage 5 Business Focus Stage 4 g Influence on the Business s Customer Focus Stage 3 Product/Service Stage 2 Technology Stage 1 Low © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 9. Product/Service – Stage 2 Vision and strategy The IT organization recognizes that it delivers a portfolio of products and services to the business. Evidence of IT strategic planning, little input from business. business Steering Services are defined in technology terms such as bandwidth, processing performance, disk capacity. Reporting and steering on IT defined parameters. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 10. Product/Service – Stage 2 (2) Processes Strong focus on ITIL Service Support processes and the more operational aspects of the ITIL Service Delivery processes, such as performance measurement and tuning, availability measurement and building resilience. Reporting mechanisms are resilience used to improve product and service performance. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 11. Product/Service – Stage 2 (3) People Clearer definition of IT functions. Recognition of first functions and second-line expertise. Technology gy More product standardization. Design of architectures and integration into management tools and systems. systems Culture Team and product orientation. Customer awareness and promotion towards Customers. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 12. Organizational M aturity High Value-Added Focus Stage 5 Business Focus Stage 4 g ss Influence on the Busines Customer Focus Stage 3 n Product/Service Stage 2 Technology T h l Stage 1 St Low © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 13. Customer Focus – Stage 3 Vision and strategy IT seen as IT Service Provider IT strategy linked to Provider. business strategy. Steering Service L S i Level Agreements steer IT. Change lA t t IT Ch Management integrated into project structure for ensuring smooth handover from new IT dev. Processes Service Level Management, formalized Account Management. More focus on planning aspects. Support processes deliver clear service and Customer- related performance. Process reporting underpins service level agreements agreements. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 14. Customer Focus – Stage 3 (2) People Service Management training and defined activities and roles. Evidence of process ownership, Formalized Account Management and Service Management roles in place. place Technology Integrated systems and Service Management platforms, manageability built into technology l f bili b il i h l designs and solutions. Operational requirements defined for handover into production environment. Culture Customer satisfaction. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 15. Organizational M aturity High Value-Added Focus Stage 5 Business Focus Stage 4 g Influence on the Business s Customer Focus Stage 3 n Product/S ervice Stage 2 Technology Stage 1 Low © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 16. Business Focus – Stage 4 Vision and strategy IT is seen as a partner to the business IT business. demonstrates strategy realization for the business. IT strategy input to business strategy making process. process Steering IT strategic goals, IT proposals made and discussed at board l b d level. Business priority and risk assessments l B i i i d i k of investing and not investing in IT. Service levels are defined more in business terms, such as 'business transactions processed', 'availability of 'b d' ' l bl f business functionality'. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 17. Business Focus – Stage 4 (2) Processes Business and IT-alignment processes. Strong B i d IT li t St Integration between Systems development and IT Service Management processes. g Processes deliver 'dashboard steering information'. Service delivery and support processes integrated. Delivery processes deliver sound planning and advice to the business. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 18. Business Focus – Stage 4 (3) People Business intelligence and business competencies. CIO competencies role and CTO role. Equal roles in business and IT. Technology R and D and technology pilots. An enterprise-wide d dt h l il t A t i id management framework exists defining integrated service and systems management toolsets. Culture The IT Organization provides help and advice to the business. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 19. Organizational M aturity High Value-Added Focus Stage 5 Business Focus Stage 4 g Influence on the Business Customer Focus Stage 3 n Product/Service Stage 2 Technology T h l Stage 1 St Low © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 20. Value Chain – Stage 5 Vision and strategy IT is seen as business enabler. IT helps shape and drive business Change and is seen as a value- added partner that helps determine business p p strategy. Steering IT is steered on added value to the business business. Business improvements through use of IT. Processes Business and IT strategy making. The IT organization ensures seamless integration with systems development and all other IT suppliers in the value p pp chain to manage real end-to-end services for the business. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 21. Value Chain – Stage 5 (2) People Strategy making, b i St t ki business planning, managing l i i partners and suppliers. Infrastructure Integrators. Technology Technology interaction between suppliers. Solutions integration. Culture The IT Organization enables the business. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 22. The Next Frontier - Enhancing Service Management - FROM TO Identified Id tifi d component t Services Ser ices described so your mother o r services in technical terms could order them Measure components Measure end-to-end service Focused on break/fix day to day-to- Select customer-desired key customer desired day metrics performance indicators ‘One-size-fits-all’ service Varied service level and customer levels choice ‘After the fact’, ‘we will fix it Real time monitoring for real time next time’ reporting ‘action’ Annual report cards on p Real time report card with ‘service’ p services metrics (volume & performance & costs) -- easy to understand & customer friendly © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 23. Current Challenges We do not have adequate management of services and collection of information to: Demonstrate business value of IT investments Accurately predict the costs/service levels of yp potential solutions (business case development) Identify/Respond to risk assessment requests Identify/Respond t service cost rationalization Id tif /R d to i t ti li ti requests Manage customers service experience nor report customers’ experience, on delivered services costs Provide targeted IT business views nor demonstrate the performance or value of IT services © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 24. Is There A Magic Bullet! No, but there is a solid opportunity to leap forward by taking advantage of existing capability and investment to transition to a more value-driven delivery model………ITILv3 can lead you to the Value-Zone. © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 25. The Service Desk “Value-Zone” What’s the value zone & where are we now? What s What’s the difference and what will I really get? What’s it take to get there? © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 26. Service Management Center Key Activities Customer Relationship Management “the face of IT” Service Quality Monitoring “customer satisfaction & service quality Integrate Service Delivery “creating the virtual service chain” Manage Incidents “Ensure rapid restoration and service p fulfillment of all customer requests” © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 27. Service Desk Maturity Levels Definition Help Desk p Service Desk Metrics Process Monitoring Maturity & Reporting Integration “Value” Zone Tools/Automation Skills/Staffing Service Management Center All Rights Reserved. © Pink Elephant 2009 unless otherwise stated. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 28. Service Desk Maturity Levels – ITILv1 Definition Help Desk p Service Desk Reactive Limited Automation Metrics Minimal Integration Incident-Focused I id t F d Process Monitoring Service = Response Maturity & Reporting Consumer-oriented Integration more rote – scripted Break-Fix Restore Technology IT Product Reporting “You get what we’ve got” Cost per incident p “Value” Zone Tools/Automation Skills/Staffing Service Management Center All Rights Reserved. © Pink Elephant 2009 unless otherwise stated. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 29. Service Desk Maturity Levels – ITILv2 Definition Help Desk p Service Desk Reactive Proactive Limited Automation SPOC (real or virtual) Metrics Minimal Integration SLM begun Incident-Focused I id t F d Process channels inc. inc access Monitoring Service = Response Maturity & IMAC – Service requests Reporting inc. monitoring/reporting Consumer-oriented Integration more rote – scripted inc. integration w. IT Break-Fix structured ownership Restore Technology Continual Improvement IT Product Reporting Service-oriented “You get what we’ve got” IT Service Reporting “You get what you Cost per incident p asked for” for Cost per desktop “Value” TCO Zone Tools/Automation Skills/Staffing Service Management Center All Rights Reserved. © Pink Elephant 2009 unless otherwise stated. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 30. Service Desk Maturity Levels – ITILv3 Definition Help Desk p Service Desk Reactive Business-Oriented Proactive Limited Automation Executive-Driven SPOC (real or virtual) Metrics Minimal Integration IT Process Integration SLM begun Incident-Focused I id t F d Business P B i Process I t Integration ti Process channels inc. inc access Monitoring Service = Response SLM Complete Integration IMAC – Service requests Reporting Consumer-oriented Restore Business Capability inc. monitoring/reporting more rote – scripted Measures Business Impact inc. integration w. IT Break-Fix of IT events structured ownership Restore Technology Continuous Improvement IT Product Reporting Performance Dashboards for Real- Service-oriented “You get what we’ve got” Time Management Information with IT Service Reporting Business Perspective “You get what you Cost per incident p asked for” for “You get what you need You need” Cost per Business Solution Cost per desktop “Value” ROI TCO Zone Tools/Automation Skills/Staffing Service Management Center All Rights Reserved. © Pink Elephant 2009 unless otherwise stated. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 31. The “Value” Zone Definition Business-Oriented Executive-Driven Metrics IT Process Integration Business P B i Process I t Integration ti Process Monitoring SLM Complete Maturity & Reporting Restore Business Capability Integration Measures Business Impact of IT events Performance Dashboards for Real- Time Management Information with Business Perspective “You get what you need You need” Cost per Business Solution ROI Tools/Automation Skills/Staffing Service Management Center All Rights Reserved. © Pink Elephant 2009 unless otherwise stated. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 32. Definition Service Management Center Strategic Integration of IT and Business Processes Organization SMC Leadership reports to (or is) Senior level mgmt.can impact/influence Strategy / vision / budget / resources / priorities / objectives / goals Accountability Relationship Senior process owners (incident, problem, change, config, SLM) must report to (or have an accountability relationship) to the SMC Director Business-Oriented Executive Driven Business Oriented // Executive-Driven IT (ITIL) Process Integration // Significant IT / Business Process Integration Service Level Management Complete ( g p (Level 4/5)) Restore Business Capability // Measures Business Impact of IT events Performance Dashboards for Real-Time Management Information “You t h t “Y get what you need” d” Measure: Cost per Business Solution (ROI) © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 33. Process Maturity & Integration (SMC) Incident Cost to the Business // Business Impact Projected impact on Program Delivery Customer Delight Impact of p g p programmatic delivery reductions on the bus. y SMC plays role in business incidents, i.e. procedural support, activation of business contingency, etc. Problem Cost to the Business // Programmatic impact (FUD) Cost justification for root cause analysis Track Problems against CI’s // track RFC’s with change. g g © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 34. Process Maturity & Integration (SMC) Change Before: Estimated Cost of Implementation Risk Assessment Potential Benefits After: Post Implementation Review True Cost of Implementation p Real Benefits Achieved vs. Risk Incidents linked to change Cost of incidents created by change © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 35. Process Maturity & Integration (SMC) Service Level Management Need end-to-end service chain information for reporting and monitoring service levels (start to finish) internal and external service providers exception remediation consulting recommendations lti d ti SLM must exist (is a natural output of your service definition and service provisioning process and use business case service levels (ROI) translated into IT measures and can roll up into actionable information.) © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 36. Process Maturity & Integration (SMC) Service Planning/Lifecycle Model: (business and IT service planning) Business defines what service it wants (opportunity) or what business or program capability they need to meet programmatic issues/challenges. Use re usable models / modules / services that already exist re-usable Ensure service can be operationally managed because relationship of roles can be measured and monitored Capture information by customer provider and Enterprise (roll customer, (roll- up). Tools, (use to create SLA and identify KPI...creates scorecards, dashboards, etc.) Information made available (rapid actionable management ( p g information) Web dashboards © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 37. Metrics, Monitoring & Reporting Metrics: Service Management Center Focus is to business impacts and impacts to program delivery, costs, etc. (more cost per transaction, ROI focus). detailed to transaction level, i.e. business transaction and impact of IT availability f il bilit measure customer satisfaction by program Expect increased demand from business for customized reporting © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 38. Metrics, Monitoring & Reporting Monitoring: Service Management Center S i M tC t SMC plays alert role prior to SLA breach becoming more proactive internally specialized monitoring of specific high priority incidents or protocols, i.e. on-demand monitoring, operational cap... Real-time feed from data sources, real time / automated analysis, quick turnaround of information Highly developed understanding of business environment and goals, etc. Very educated in what bus ess does a d why important ey at business and y po ta t © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 39. Metrics, Monitoring & Reporting Communication (Reporting): Service Management Center S i M tC t Focus to provide timely, accurate, actionable information for decision support. Communication strategy includes Enterprise level view of impacts with drill down capability to level of detail required, i.e., business unit vs. Enterprise Real time Real-time focus or JIT delivery of key information Available through Business Intelligence tools and analysis tools, dashboards, scorecards, web, more agile/ customizable for different types of analysis connects dots between IT and business in business terms. IT identifies the business impacted and notifies line of business management of business incident © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 40. Tools & Automation Service Management Center tool t l requirements and service management req. f vendors i t d i t for d and service partners are understood and documented so they can be included in RFP and selection processes. BI capability includes business metrics, analysis with IT metrics metrics and produces actionable decision support information Real-time customized to business unit or issue scenario capability for projections and planning modular for quick customization reporting requirements are part of service design process and a e defined are de ed as service is de e oped se ce s developed analysis capability distributed to those who need it.... i.e. business units can do own data mining ability to rec. real time feeds from all data sources. y © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 41. Skills & Staffing Service Management Center Manager of SMC needs to part of executive team, positioned to access & influence decision makers ($$$) Strategic SMC thinking and implementation of over time.... years... ongoing Business acumen competency -- understands li k of fi B i t d t d links f financial, i l program and operational impacts of service and business that they serve. Sr. Sr process owners need to report or have an operational accountability relationship to the SMC Mgr. Staff need increasingly more analytical skills. See big picture, analyze, skills to use Business analysis tools y , y © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 42. Skills & Staffing Service Management Center Staff must be able to connect the dots between incident->service->business impact Require higher level of judgment skills shift f hift from technical analyst t b i t h i l l t to business analyst -- l t repetitive incidents drastically reduced. impact and influencing skills to interact with service p g providers and service/process owners to do service, problem, etc. coordination... © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 43. Service Desk Maturity Levels Definition Help Desk p Service Desk Metrics Process Monitoring Maturity & Reporting Integration “Value” Zone Tools/Automation Skills/Staffing Service Management Center All Rights Reserved. © Pink Elephant 2009 unless otherwise stated. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 44. The “Value” Zone Definition Business-Oriented Executive-Driven Metrics IT Process Integration Business P B i Process I t Integration ti Process Monitoring SLM Complete Maturity & Reporting Restore Business Capability Integration Measures Business Impact of IT events Performance Dashboards for Real- Time Management Information with Business Perspective “You get what you need You need” Cost per Business Solution ROI Tools/Automation Skills/Staffing Service Management Center All Rights Reserved. © Pink Elephant 2009 unless otherwise stated. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.
  • 45. Thank You! g.spalding@pinkelephant.com www.pinkelephant.com © Pink Elephant 2009 unless otherwise stated. All Rights Reserved. Help Desk of the Future – ITILv3 ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries.

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