Case Study: Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime

World®
’16
Case Study: Integrating Service Management
Processes to Improve Systems Stability and
Reduce Outages and Downtime
Qaneet Laher, Head of Service and Operations
Woolworths SA
AMX11S
AGILE MANAGEMENT

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AGENDA
WHO ARE WE
BEST PRACTICE
DISCIPLINES & FRAMEWORKS
OUR LANDSCAPE
& QUICK WINS
WHAT DOES OUR
STRUCTURE LOOK LIKE
OUR
MATURITY JOURNEY
LOOKING FORWARD
ON OUR JOURNEY

I
CAPE TOWN, SOUTH AFRICA
The world’s first
heart transplant
IN CAPE TOWN,
DR. CHRISTIAAN
BARNARD, 1967
Population
54,000,000
1
2
WADE VAN
NIEKERK4
CAPITAL
5 Pretoria, Cape Town,
Bloemfontein
NELSON
MANDELA3
BIGGEST
6 The Cape Town Cycle Tour,
The Comrades Marathon
QANEET LAHER
HEAD OF SERVICE & OPERATIONS
CERTIFIED ITIL PRACTITIONER
18 YEARS IN SERVICE MANAGEMENT
ITIL is a registered trademark of AXELOS LTD.

THE FIRST WOOLWORTHS STORE OPENED ITS DOORS TO THE PUBLIC IN CAPE TOWN IN OCTOBER 1931. AND IT WAS FOUNDER MAX SONNENBERG WHO
CAPTURED THE PUBLIC’S IMAGINATION WITH DYNAMIC STORE POLICIES THAT SET WOOLWORTHS APART FROM ITS COMPETITORS.
THREE YEARS LATER, A SECOND BRANCH OPENED IN DURBAN, WITH ANOTHER TWO IN PORT ELIZABETH AND JOHANNESBURG A YEAR LATER. AND SINCE
THEN WE’VE BEEN BUILDING ON OUR REPUTATION FOR SUPERIOR QUALITY, EXCITING INNOVATION AND EXCELLENT VALUE.
464 201
130 +24K
STORES
IN AFRICA
GLOBAL
STORES
INTEGRITY
SERVICE
VALUE
INNOVATION
SUSTAINABILITY
ENERGY
QUALITY & STYLE
SYSTEMS EMPLOYEES
RSA AUSFOODS,
C&GM,
FINANCE
C&GM
WOOLWORTHS HOLDINGS LIMITED

WOOLWORTHS (PTY) Ltd

WOOLWORTHS IT SERVICE MANAGEMENT
ORGANISATIONAL STRUCTURE
HEAD OF SERVICE
AND OPERATIONS
Service Improvement
CoE
Service Strategy
Practitioner
Service Design
Practitioner
Systems & Technical
Manager
APM & Testing
Team
Service Desk
Team
Service Catalogue
Team
Change Control
Management
Service Delivery
Manager
Service Manager
International
Service Manager
Product
Service Manager
BI
Service Manager
WFS
Service Manager
Supply Chain
Service Manager
Marketing
Service Manager
Bespoke Apps
Service Manager
Finance & HR
Change Enablement
Practitioner
Operations & Call
Centre Manager
Production
Monitoring Team
Call Centre
Team

Service Strategy
• DEMAND MANAGEMENT
• Strategy Generation
• Service Portfolio Management
• IT Financial Management
Service Design
• SERVICE LEVEL MANAGEMENT
• Service Catalogue Management
• Capacity Management
• Availability Management
• SERVICE CONTINUITY MANAGEMENT
• Information Security Management
• Supplier Management
Service Transition
• Transition Planning and Support
• Change management
• RELEASE AND DEPLOYMENT
• Service Asset and Configuration
• Service Validation and Testing
• Evaluation
• Knowledge Management
Service Operation
• EVENT MANAGEMENT
• INCIDENT MANAGEMENT
• REQUEST FULFILMENT
• PROBLEM MANAGEMENT
• Access Management
• Operation Management
Continual Service Improvement
• SERVICE MEASUREMENT
• Service Reporting
• 7-step Service Improvement
LIFECYCLE PHASES
“ITIL” is a registered trademark of AXELOS LTD.”
ITIL BEST PRACTICE & DISCIPLINES

SERVICE MANAGEMENT WHERE WE COME FROM
CHAOTIC
CHANGE APPROVAL
BOARD (CAB)
SERVICE LEVEL
MANAGEMENT
PROBLEM & ASSET
MANAGEMENT
§ NO DEFINED INCIDENT MANAGEMENT PROCESS
§ NO BUSINESS IMPACT ASSESSMENT
§ HIGH STAFF TURNOVER
§ NO SUPPORT PROCESS MAPPED
§ MONTHLY CAB
§ NO CHANGE CATEGORIZATION
§ ONE MAN CAB
§ NO FORWARD SCHEDULE OF CHANGES
§ NO SYSTEM & BUSINESS CAPABILITIES TIERED
§ NO BUSINESS INPUT
§ NO CLEAR MEASUREMENT
§ NO KPI
§ NO ROOT CAUSE ANALYSIS
§ NO PROBLEM OWNERSHIP
§ ASSETS TRACKED BY FINANCE BU ON MANUAL SPREADSHEETS
§ LOCATION AND STATE OF ASSETS UNKNOWN

MANUAL IT ASSET MANAGEMENT
SLM: TOP TIER SLA DEFINITIONS
AUTO DISCOVERY OF ASSETS
BASIC ITIL PROCESS (INCIDENT, REQUEST & CHANGE MANAGEMENT)
BASIC SERVICE PROCESS MAPPING
STANDARDISED EVENT AND ALERT MANAGEMENT
RELEASE & DEPLOYMENT MANAGEMENT
SLM:SLA/OLA FRAMEWORK (TIER 0, 1, 2 & 3)
INTEGRATED IT ASSET MANAGEMENT
PROBLEM MANAGEMENT
MATURED ITIL PROCESSES INTEGRATED WITH CMS
INTEGRATED BUSINESS PROCESS MAPPING
MATURED BSM
ENVIRONMENT
PREDICTIVEPROACTIVESTABLEREACTIVECHAOTIC
CMDB / CMS
AUTOMATED BUSINESS COMMUNICATION
WE ARE HERE
ü CA Service Desk Manager
ü CA Service Catalog
ü CA IT Asset Manager
ü CA Process Automation
SERVICE MANAGEMENT MATURITY PROTOTYPE

SERVICE LEVEL MANAGEMENT FRAMEWORK
Ø WOOLWORTHS SA STRATEGY & PLANNING CAPABILITIES
• Strategy Development
• Planning (Group, Product, Store)
Ø WOOLWORTHS SA CORE CAPABILITIES
• Sourcing
• Product Development
• Product Replenishment
• Distribution
• Financial Services
Ø WOOLWORTHS SA MARKETING, SALES & CUSTOMER CAPABILITIES
• Sales
• Marketing
• Customer Service Management
Ø WOOLWORTHS SA BUSINESS SUPPORT CAPABILITIES
• Human Resource Management
• IT Management
• Financial Management
• Stakeholder Management
• Facilities Management
• Reporting
RECOVERY
TIME
OBJECTIVE
SERVICE
LEVEL
AGREEMENT
BUSINESS CONTINUITY INFORMATION TECHNOLOGY CONTINUITY
RISK
CATEGORY
BUSINESS
CAPABILITY
Ø Individual Application / System Recovery Time
Objectives (RTO)
Ø Overall Tier Recovery Time Objectives (RTO)
Ø Financial Risk (F)
Ø Legal / Compliance / Regulatory Risks (LCR)
Ø Impact on our Customer (IoC)
Ø Health, Safety, Environment & Quality Risks (HSEQ)
Ø Employee Relations Risks (ER)
RECOVERY
TIME
OBJECTIVE (RTO)
BUSINESSCAPABILITIES
WOOLWORTHS INTEGRATED SERVICE LEVEL CAPABILITY
FRAMEWORK (iSLCF)
RISK
CATEGORIES

KEY TIER BUSINESS CAPABILITY IT CAPABILITY APPLICATIONS (CENTRAL INFRASTRUCTURE)OVERALL
RTO
TIER 0TIER 1
CUSTOMER FACING / TRADE IMPACT
0 –2 HOURS2 -6 HOURS
NETWORK
CORE
AIT
LINKS TO
BANKS
WAN AD
F5 GTM
STORAGE
CAISSAC2
F5 LTM
VCENTER VMM
ESX
HYPER-V
INFRA.
SQL
BIZTALK
PKI
Internet
Access
ATG
ONLINE
SIMS
SALES
DATA
RMS
JDA
FULFIL
SUPPLIER
PORTAL
STORAGE
POSTCARD
OM
AMOS
REVERSE
PROXYTOKENATOR
• LIMITED WORK-AROUND
• HIGH AVAILABILITY IN DC1 ONLY
• RECOVERY CAPABILITY NOT LIKE-FOR-LIKE
(PERFORMANCE)
INDIVIDUAL TIER 1 SYSTEM RTO'S
• SALES DATA RTO 2 HOURS
• SUPPLIER PORTAL RTO 2 HOURS
• SIMS CENTRAL RTO 2 HOURS
• SUPPLIER PORTAL RTO 2 HOURS
• RMS RTO 3 HOURS
• VISION RTO 4 HOURS
ABILITY TO TRADE ONLINE WITH WOOLWORTHS
CARDS AND GIFT CARDS
• WSA CARD USES POSITIVE FILE IN AN OFFLINE
SITUATION. (GIFT CARD VOLUME IS LOW,
HENCE THE TIER 2 STATUS)
FOODS ORDERING PROCESSES
• CREATE ROQ (ORDER QUANTITY)
• CREATE SUPPLIER PO'S FROM ROQ
• SUPPLIER PORTAL ACCESS
STORE STOCK MOVEMENTS AND RECEIPTS
• RTV'S, IBT'S AND SDN'S
ABILITY TO PROCESS MATRA T-LOGS (SALES
PROCESSING)
• ENABLES SOH
A STORES ABILITY TO SELL (INCLUDES ONLINE)
• DEBIT AND CREDIT CARDS
• WSA ONLINE (WWW)
• WFS (WFS PRODUCT SELLING)
ABILITY TO SERVICE THE CUSTOMER
• IN STORE
- CUSTOMER QUERIES
• CALL CENTRES
- WFS (WFS CUSTOMER QUERIES)
- CUSTOMER SERVICE CENTRE
ABILITY TO RECEIVE AND DISPATCH PERISHABLE
STOCK
• RECEIVE SUPPLIERS, PICK AND DESPATCH
TO STORES
• HIGH AVAILABILITY WITHIN THE GIVEN RTO
• SERVICES WITH NO WORK-AROUND
• UNINTERRUPTED SERVICE
• DC1 & DC 2 REPLICATED (ACTIVE-ACTIVE)
DATA – ABILITY TO WRITE TO BOTH DC’S
• CORE INFRASTRUCTURE / ARCHITECTURE
• CORE APPLICATIONS
• REPLICATED (ACTIVE-ACTIVE) DATA
• APPLICATION RECOVERY ONLY
INDIVIDUAL TIER 0 SYSTEM RTO'S
• - POSTILION ACTIVE-ACTIVE
• - C2 RTO 1 HOUR
• - CAISSA RTO 1 HOUR POSTILION
VISION
CORE
APPS
WW & WFS
IMPACT
DIRECT
TRADE
IMPACT
INDIRECT
TRADE
IMPACT
WOOLWORTHS IT CONTINUITY
APPLICATION TIERING PRINCIPLES

BUSINESS
CAPABILITY
SERVICE LEVEL MANAGEMENT
CARD TENDER PROCESS EXAMPLE
STORE
SERVER
NETWORK
DATABASE STORAGE
NETWORK
SERVER
OLA
OLA
OLAOLA
OLAOLA
OLA
OLA
TO BE ABLE TO TRADE BY RECEIVING DEBIT AND CREDIT CARD
TENDER AT ALL TILL POINTS
THERE IS AN OLA WITH THE NETWORK SERVICE PROVIDER TO
PROVIDE NETWORK CONNECTIVITY DURING TRADING HOURS.
THE SERVER TEAM HAS AN OLA TO ENSURE THE SERVER IS
AVAILABLE DURING TRADING HOURS.
THE DATABASE TEAM HAS AN OLA TO ENSURE THE DATABASE
DOES WHAT IT IS SUPPOSED TO DO DURING TRADING HOURS.
THE STORAGE TEAM HAS AN OLA TO PROVIDE STORAGE FOR THE
APPLICATION.
THE INTEGRATION TEAM HAS AN OLA TO PASS FILES TO THE BANK
(OVER THE NETWORK) WITHIN A SPECIFIED TIME
TO ENSURE THE POSTILLION APPLICATION SERVER IS UP AND
RUNNING DURING STORE TRADING HOURSSLA
BANK

QUICK WINS AND TIPS
ITIL certified Service Managers
PEOPLE
20%
All Incidents, problems and Changes
linked to SLA’s
INNOVATION
5%
Sample text
Understand System Tiering and
Prioritisation
PROCESS
50%
Risk aversion and mitigation
IT GOVERNANCE
25%

INCIDENT MANAGEMENT PROCESS
COMPLETE
INCIDENT FORM
(Self Service)
INCIDENT
CLASSIFICATION
COMPLETE
INCIDENT FORM
(Call Centre)
DATA ANALYSIS
COMPETENCY TEAM
RESOLUTION
TREND ANALYSIS
RESOLUTION ACTION
INITIATED
KNOWLEDGE LIBRARY
UPDATED
INCIDENT CLOSURE
FINAL
CLASSIFICATION
o SIMPLIFIED INCIDENT MANAGEMENT PROCESS WITH THE FOCUS BEING ON
FAST ACTION SERVICE RESTORATION.
o INCIDENT DATA ANALYSIS (SERVICE ANALYSTS) COMPETENCY HAS ENSURED
THAT WE DO DEEP DIVE ANALYSIS ON OUR BIGGEST INCIDENT CATEGORIES.
o THROUGH THIS FUNCTION WE HAVE:
§ THROUGH THE ANALYSIS WE COULD PICK UP TRENDS AND
PROBLEMS WHICH RESULTS IN US BUILDING HIT TEAMS WITH THE
SOFTWARE ENGINEERS, BUSINESS / SYSTEMS ANALYSTS AND
PROGRAMMERS TO RESOLVE THE ROOT CAUSE OF THE
INCIDENTS.
§ WE HAVE SEEN AS HIGH AS A 20% REDUCTION IN INCIDENTS
LOGGED IN OUR TOP 5 BIGGEST INCIDENT CATEGORIES.
o AN ANNUAL INCIDENT CATEGORY RE-CLASSIFICATION IS DONE TO ENSURE
OUR CATEGORIES MATCH THE ORGANISATIONAL DESIGN.
TECHNOLOGY
USED CA Service Desk Manager
CA IT Asset Manager
CA Service Catalog

QUICK WINS AND TIPS
The best process still needs to be
adhered to
PEOPLE
20%
Create an OMNI channel for Users to
interact with Support
INNOVATION
20%
Sample text
Focus on service restoration (1st line
resolution).
PROCESS
50%
Has to cater to Cyber security
type incidents
IT GOVERNANCE
10%

PROBLEM MANAGEMENT PROCESS
PROBLEM TICKET
INITIATED
INCIDENT ANALYSIS
PROBLEM TICKET
INITIATED
SERVICE PROVIDER
PROBLEM TICKET
INITIATED
PROACTIVE
PROBLEM REVIEW
&
CATEGORIZATION
DATA ANALYSIS
COMPETENCY HIT
TEAM
PROBLEM
DIAGNOSIS
IMPLEMENT WORK-
AROUND
IMPLEMENT ROOT
CAUSE SOLUTION
INCIDENT
MANAGEMENT
PROCESS
CHANGE
MANAGEMENT
PROCESS
PROBLEM POST
RESOLUTION
REVIEW
PROBLEM CLOSURE
o PROBLEM TICKETS GET CREATED THROUGH THE FOLLOWING WAYS IN OUR
ORGANISATION:
§ SERVICE ANALYSTS AS A RESULT OF INCIDENT DATA ANALYSIS
§ SERVICE PROVIDER COMMUNICATION OF A KNOWN PROBLEM
§ PROACTIVE PROBLEM TICKET LOGGED BASED ON RESOURCE
KNOWLEDGE / EXPERIENCE AND STATISTICAL DATA ANALYSIS
o PROBLEMS THAT HAVE BEEN LOGGED ARE REVIEWED BY THE PROBLEM MANAGER
AND THE SERVICE ANALYSTS.
o CROSS FUNCTIONAL HIT TEAMS ARE BROUGHT TOGETHER TO INVESTIGATE AND
DIAGNOSE THE PROBLEM.
o WORKAROUNDS ARE IMPLEMENTED TO RESTORE SERVICES TO CRITICAL BUSINESS
FUNCTIONS (INCIDENT MANAGEMENT PROCESS INITIATED).
o ONCE THE ROOT CAUSE RESOLUTION IS DEVELOPED AND APPROVED, THE CHANGE
MANAGEMENT PROCESS IS INITIATED.
o ALL PROBLEMS THEN GO THROUGH A POST RESOLUTION REVIEW (PRR) AND
DOCUMENTED.
TECHNOLOGY
USED CA Service Desk Manager
CA IT Asset Manager
CA Service Catalog

QUICK WINS AND TIPS
Become predictably consistent
PEOPLE
15%
Centers of Excellence in Incident
Analysis provided key insights
INNOVATION
10%
Sample text
First measure what you are doing
against industry best practice
PROCESS
50%
Unresolved Problems pose a
significant Business risk
IT GOVERNANCE
25%

INCIDENT
CHANGE
INITIATED
o WE HAVE THE FOLLOWING CHANGE CATEGORIZATIONS:
§ MAJOR CHANGES
§ CARD DATA ENVIRONMENT (CDE) CHANGES
§ SIGNIFICANT CHANGES
§ STANDARD CHANGES
§ MINOR CHANGES
o WE HAVE A DAILY CHANGE APPROVAL BOARD (CAB) FOR ALL MINOR, STANDARD
AND SIGNIFICANT CHANGES. THESE CHANGES HAVE A 2 DAY LEAD TIME. (ANY TIME
SHORTER RESULTS IN AN EMERGENCY CHANGE)
o A WEEKLY CAB IS HELD FOR ALL MAJOR CHANGES. THESE CHANGES ARE REVIEWED
BY A BOARD THAT INCLUDES:
§ INFRASTRUCTURE IT LEAD
§ NETWORK IT LEAD
§ HEAD OF SERVICE (INCLUDING ALL SERVICE MANAGERS)
§ INFORMATION SECURITY OFFICER
§ ENTERPRISE ARCHITECTURE
TECHNOLOGY
USED
PROBLEM
CHANGE
INITIATED
PROJECT CHANGE
INITIATED
USER REQUEST
CHANGE
INITIATED
COMPLETE RFC
FORM
AGREE WITH
SERVICE MANGER
CATEGORIZE /
PRIORITIZE
RISK
ASSESSMENT
PLAN &
SCHEDULE
ASSIGN ROLES &
TASKS
DEVELOPMENT
TESTING
SCHEDULED
INTEGRATION
TESTING
USER
ACCEPTANCE
TESTING
CHANGE
APPROVAL BOARD
(CAB)
IT & BU
MANAGEMENT
SIGNOFF
CHANGE
IMPLEMENTATION
POST
IMPLEMENTATION
REVIEW
CHANGE CLOSURE
CA Service Desk Manager
CA IT Asset Manager
CA Service Catalog
CHANGE MANAGEMENT PROCESS

QUICK WINS AND TIPS
Ensure everybody understands the
Change process
PEOPLE
15%
Forward Schedule of Changes and
approval by email
INNOVATION
10%
Sample text
Easy to log a change, difficult to get
approval
PROCESS
50%
Forward Schedule and pre-
defined maintenance slots
IT GOVERNANCE
25%

EVERY JOB IS A SELF-
PORTRAIT OF THE
PERSON WHO DOES IT.
AUTOGRAPH YOUR
WORK WITH
EXCELLENCE
PROCESSES
5CONTINOUS IMPROVEMENT
2
1
4
5
3
GOVERNANCE, RISK, COMPLIANCE &
SECURITY
PROBLEM MANAGEMENT
CONFIGURATION MANAGEMENT
SYSTEM (CMS)
RELEASE & DEPLOYMENT
IT ASSET AUTO DISCOVERY AND
MANAGEMENT
PROCESSES
5WE’RE DOING WELL
4
2
3
5
1SENTIMENT - BUSINESS & IT
PEOPLE
REQUEST FULLFILMENT
INCIDENT MANAGEMENT
CHANGE
MANAGEMENT
SERVICE LEVEL
MANAGEMENT
“
”
OUR MATURITY JOURNEY

PROBLEM MANAGEMENT
MATURED BSM
ENVIRONMENT
CMDB / CMS
WE ARE HERE

PROBLEM MANAGEMENT
MATURED BSM
ENVIRONMENT
CMDB / CMS

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Case Study: Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime

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