The Relationship Between ITG and ITSM Lifecycles
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The Relationship Between ITG and ITSM Lifecycles

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Presented at Butler IT Strategies Event in London

Presented at Butler IT Strategies Event in London

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The Relationship Between ITG and ITSM Lifecycles  The Relationship Between ITG and ITSM Lifecycles Presentation Transcript

  • The Relationship Between the IT Governance and IT Service Management Lifecycles Pradeep Bhanot EMEA Product Marketing CA Clarity PPM CA Inc. Clarity-in-emea@blogspot.com
  • 2 Governance is Evolving… ITIL, SOX, HIPAA, etc. Expansion to some business services Some sharing of best practices NOW Regulation Focused THEN NEXT Operations Focused Risk Management Focused Risk-balanced portfolio Silo-ed, department-level management Business policy-driven Tactical functions Enterprise-wide management Few best practices shared Widespread best practices 2 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 3 Service Management also Evolving… Service centric ITIL v2 - Discrete processes automated ITIL v3 – Holistic view of service Some sharing of best practices NOW Regulation Focused THEN NEXT Operations Focused Risk and Value based Management Focused Silo-ed, department-level management Service Portfolio Based Tactical functions Risk-balanced Little process automation Business policy-driven Few best practices shared Enterprise-wide management Widespread best practices 3 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • Butler Group Insights Key Findings Source: IT Governance - Managing Portfolios, Projects, Processes, and People April 2007 > IT Governance represents the policies and procedures by which the organisation manages its use of IT and maximises its value. > The purpose of an IT Governance framework is to guide investment decisions, provide project visibility, assess and mitigate risk, and measure the return against strategic objectives. > Successful IT Governance defines a joint business and IT framework and accountability, for all IT related decisions. > Project Portfolio Management (PPM) solutions can provide powerful support for an IT Governance initiative. > A Project Management Office (PMO) acts as a key interface between business demand and IT supply. > IT investment must be measured, not only at the inception of initiatives, but also throughout the system lifetime 4 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 5 ITG and ITSM have Similar Drivers BUSINESS ALIGNMENT TRANSPARENCY BEST PRACTICES RIGOR POLICY & REGULATION FORMALITY COMPLIANCE 5 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 6 A Complete IT Governance Solution IT Governance People Processes Technology who make decisions for making those decisions provides decision support IT Governance Solution IT Portfolio IT Financial Risk and Controls Governance Governance Governance Demand Service Portfolio Budgeting & Invoices & Controls Risks Management Management Planning Chargebacks CA Clarity PPM Business IT Portfolio Mgt IT Financial Mgt CA GRC Relationship Mgt Project Portfolio Manager 6 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • Built on a Service Model 7 IT and LOB Management End Users Business Relationship Manager Service Catalog IT Governance Service Management IT Portfolio IT Financial Governance, Risk, Service Delivery SLAs Service Support Manager Manager Compliance IT Services CMDB People Projects Applications Assets 7 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 8 Bring More IT Budget Under Governance Jump to 100% Service Portfolio Management IT Services Assets Assets Applications % IT Budget DELIVER Applications MORE VALUE Strategic Strategic Strategic Projects Projects Projects Focused but Limited Expanded but Siloed Optimized for Alignment IT Governance Levels 8 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 9 The Business View of IT Business Unit Executives End Users Customers Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Operational Tactical Strategic Delivery Charges Demand Demand Demand IT Services: Demand: Investment Change Request Service Request Request Service Mgmt & Governance Catalog Customer has needs Service Service Desk Service Catalog Business Case Integrated Change Service Request Service Portfolio Management Management Management Performance Applications Projects Software IT Operations: Value is added by the organisation Financialscan translate that Availability SLA Risks CMDB raw materials into products Infrastructure Network Systems Desktops Resources Security Storage Servers Configs
  • 10 The IT Service Management Lifecycle Business Unit Executives End Users Customers Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Operational Tactical Strategic Delivery Charges Demand Demand Demand Service Delivery: Investment Change RequestService Request Service Design and Support: Request Service Mgmt & Governance The Service Portfolio Demand Management Service Service Desk Service Catalog Business Case Integrated Change Service Request Service Portfolio Management Management Management Performance Applications Projects Software Service Transition and Operation: Availability SLA Risks Financials IT Operations & Infrastructure CMDB Infrastructure Network Systems Desktops Resources Security Storage Servers Configs
  • The IT Reality 11 Customers End Users Business Unit Executives Help Desk Phone E-Mail Delivery Charges Hallway Servers Help Desk Applications $$$ .xls / .doc Service Mgmt & Governance Sticky Notes Desktops Servers $$$ Change Requests Change Applications Requests Desktops $$$ Powerpoints Risks Applications Financials Software Performance Availability SLA Projects Infrastructure Network Systems Desktops Resources Servers Security Storage Configs
  • The Desired State 12 Business Unit Executives / Line of Business End Users Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Strategic Operational Tactical Delivery Charges Demand Demand Demand Investment Change Request Service Request New and Improved Request Service Mgmt & Governance Supply Demand Business Service Desk Service Catalog Business Case Services Integrated Change Service Request Service Portfolio Management Management Management Performance Applications Projects Software Availability SLA Risks Financials Operations CMDB Infrastructure Network Systems Desktops Resources Security Storage Servers Configs
  • Strategic Demand 13 Business Unit Executives / Line of Business End Users Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Strategic Delivery Charges Demand Investment New and Improved Request Service Mgmt & Governance Supply Business Business Case Services Service Portfolio Management Performance Applications Projects Software Availability SLA Risks Financials Manufacturing CMDB Infrastructure Network Systems Desktops Resources Security Storage Servers Configs
  • Operational and Tactical Demand 14 Business Unit Executives / Line of Business End Users Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Strategic Operational Tactical Delivery Charges Demand Demand Demand Investment Change Request Service Request New and Improved Request Service Mgmt & Governance Supply Business Service Desk Service Catalog Business Case Services Integrated Change Service Request Service Portfolio Management Management Management Performance Applications Projects Software Availability SLA Risks Financials Manufacturing CMDB Infrastructure Network Systems Desktops Resources Security Storage Servers Configs
  • Creating a Unified Service Model 15 Business Unit Executives / Line of Business End Users Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Strategic Operational Tactical Delivery Charges Demand Demand Demand Investment Change Request Service Request New and Improved Request Service Mgmt & Governance Supply Business Service Desk Service Catalog Business Case Services Integrated Change Service Request Service Portfolio Management Management Management Performance Applications Projects Software Availability SLA Risks Financials CMDB Infrastructure Network Systems Desktops Resources Security Storage Servers Configs
  • A new Level of IT Service 16 Business Unit Executives / Line of Business End Users Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Strategic Operational Tactical Delivery Charges Demand Demand Demand Investment Change Request Service Request New and Improved Request Service Mgmt & Governance Business Service Desk Service Catalog Business Case Services Integrated Change Service Request Service Portfolio Management Management Management Performance Applications Projects Software Availability SLA Risks Financials CMDB Infrastructure Network Systems Desktops Resources Security Storage Servers Configs
  • Creating IT Transparency 17 Business Unit Executives / Line of Business End Users Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Strategic Operational Tactical Delivery Charges Demand Demand Demand Investment Change Request Service Request New and Improved Request Service Mgmt & Governance Business Service Desk Service Catalog Business Case Services Integrated Change Service Request Service Portfolio Management Management Management Performance Applications Projects Software Availability SLA Risks Financials IT is no longer a “black box” CMDB Infrastructure Network Systems Desktops Resources Security Storage Servers Configs
  • The IT View 18 Business Unit Executives / Line of Business End Users Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Strategic Operational Tactical Delivery Charges Demand Demand Demand The Service Catalog and Service Desk Investment Change Request provide anRequest Service New and Improved Request Service Mgmt & Governance understanding of Business Service Desk Service Catalog Business Case Services demand and requested Service Request change Integrated Change Service Portfolio Management Management Management Performance Applications Projects Software The Configuration Items and Financials inter-relationships can be Availability SLA Risks their CMDB easily understood Infrastructure Network Systems Desktops Resources Security Storage Servers Configs
  • Creating the View into IT Service Value 19 Business Unit Executives / Line of Business End Users Customers Single Point of Contact Business Relationship Management Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt Strategic Operational Tactical Delivery Charges Demand Demand Demand A Investment Portfolio which provides Service Change Request Service Request the metricsNew and Improved Request Service Mgmt & Governance and analysis to Business articulate Services value Service Desk Service Catalog Business Case Integrated Change Service Request Service Portfolio Management Management Management Performance Applications Projects Software Availability SLA Risks Financials ’ CMDB Infrastructure Network Systems Desktops Resources Security Storage Servers Configs
  • Change & Configuration Management Using PPM to support Operational Change Change Business Service IT Operations Testing and Advisory Desk Board Configuration CA Service Desk Manager Management IT Client CA CMDB Management CA Clarity PPM DCA Manager Application Development CA SCM 20 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 21 What PPM Does for IT Governance 21 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 22 Defining an IT Service Define a Service Hierarchy Manage it in a Portfolio 22 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 23 Customer and Provider Portals Customer Portal Provider Portal 23 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 24 PPM Provides the Risk and Value View 24 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 25 The Business Relationship Manager View 25 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 26 Invoice and Cost Recovery Statements Customer Invoice Cost Recovery Statement 26 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 27 Linking IT Asset information to TCO 27 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 28 The Big Picture 28 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • Successful ITG and IT SM Means > Increased accountability between IT and business > Improved Financial Control and Transparency > IT services aligned to business strategy > Efficiency: more successful IT projects > Improved Demand Management > Improved service support > Higher service availability > Improved service quality 29 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • CA Customers > Broadcaster, Media and Entertainment Deliver more projects on time and on budget 1,300 projects 2,300 staff > Large Bank Over 23,000 Registered Clarity Users in 40 countries 100k projects and 3.5 million timesheets 30 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • Integrated Portfolio and Demand Management Manpower Centralizes IT Governance Fortune 200 HR Services Provider with 1200 IT employees in 72 countries > Problem IT spending not in control IT projects not aligned with business needs Inconsistently applied processes with no central governance Costly duplicate systems across decentralized IT operations > Solution A single IT Governance system across 26 countries Integrated portfolio, project, resource and cost management Global collaboration and document sharing Multiple currencies and languages in one instance Rapid deployment using preconfigured content 31 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • 32 Getting to the Next Level Service centric ITIL v2 - Discrete processes automated ITIL v3 – Holistic view of service Enterprise IT Management Service Portfolio Based Risk-balanced Business policy-driven Widespread use of best practices 32 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
  • Thank You Pradeep Bhanot EMEA Product Marketing CA Clarity PPM CA Inc. Clarity-in-emea@blogspot.com 33 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA