Suresh GP
Best Practice Frameworks and
Standards adoption
Best Practice Frameworks &
standard adoption –Why
complicate? Be Pragmatic
Suresh GP/ Feb 18, 2014
Global Delivery Leader
...
Brief Profile
Global Delivery Leader @ Hewlett Packard
Board of Director itSMF India
Executive Council, itSMF Singapore
• ...
Business Drivers







4

IT delivers business value
Reduction of IT expenditure
Regulatory controls and Compliance...
Todays Challenge
Growth in use of best practice framework and standards creates new Challenges
a) Creating awareness of th...
“If you can't fly then run, if you can't
run then walk, if you can't walk then
crawl, but whatever you do you have
to keep...
"Here is Edward Bear, coming downstairs now, bump, bump, bump, on
the back of his head, behind Christopher Robin. It is, a...
Discussion
•Business Framework

•Adoptive framework
for IT Service
Management

for governance and
management of
Enterprise...
Snapshot of 3 Together [Cobit, ITIL, ISO20K]

9

© Copyright 2012 Hewlett-Packard Development Company, L.P. The informatio...
Mapping ITIL & ISO/IEC 20000

10

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained her...
Mapping ISO/IEC 2000O & CobiT

11

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained he...
Mapping ITIL & CobiT

12

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is s...
Case Study 1- ITSM Project

200 high-priority
unresolved incidents

Only 3 problem
records registered

Resource Utilizatio...
How did we approach

Assessment of Process
using ITIL and Cobit
Framework

Review of Service Desk
Staff, Process owners
an...
Cobit 5.0 Process

15

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subj...
MEA01 - Monitor Evaluate and asses Performance &
Compliance
Performance Monitoring – Balance Score Card
Breached SLA – D...
Manage Service Requests and Incidents

DSS
02

17

© Copyright 2012 Hewlett-Packard Development Company, L.P. The informat...
Manage Problems

Cooling
Categorization
•solutions
Modular
Cooling
System
Data center
Identification
services
• of Trigger...
Performance Review Analysis

Performance Review
100%
82%

80%

80%
60%

55%

60%

57%

40%
20%
0%
0%
KPI
-20%
-40%

C-SAT
...
Lessons Learnt
Understanding of Business Requirement and Roadmap
Adopting ITIL and Cobit appropriately
To reduce overal...
Case Study 2

Plan
Do
Check

21

• Customer demand for business bid
• Embarked on ISO/IEC 20000 Journey

• Struggled to ge...
What do you reckon?

22

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is su...
Framework/Standard approach
Approach
o What are we trying to do?
o
o
o
o
o

23

How will this be measured? Clear measurabl...
Avoid Pitfalls







24

Top Management Buy In
Treat implementation initiative as project activity (Phases vs one s...
References & Coordinates
How can ITSM & Cobit Complement each other
Top 10 considerations for your ISO 20000 Certification...
26

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change witho...
Thank you

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to chang...
#TFT14 Suresh GP, Best Practice Frameworks and Standards Adoption
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#TFT14 Suresh GP, Best Practice Frameworks and Standards Adoption

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Today we have several compelling best practice frameworks like ITIL, Cobit, CMMI for Services and industry standards like ISO 20000 that makes organisations overwhelmed and wonder the best way to adapt and adopt to leverage maximum business benefits. This talk would focus with pragmatic case study to illustrate a simplified approach and methods to fit the framework and standard to the organisational environment.

With thanks for Ca Technologies for sponsoring TFT14 slides. For a free trial of Nimsoft go to bit.ly/1df6jY7

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  • Do they give me an approach that I can useITSM across business units?Wider IT Governance?Don’t need to be exclusive/either or -esp for Large Org
  • Transcript of "#TFT14 Suresh GP, Best Practice Frameworks and Standards Adoption"

    1. 1. Suresh GP Best Practice Frameworks and Standards adoption
    2. 2. Best Practice Frameworks & standard adoption –Why complicate? Be Pragmatic Suresh GP/ Feb 18, 2014 Global Delivery Leader HP Professional Services © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    3. 3. Brief Profile Global Delivery Leader @ Hewlett Packard Board of Director itSMF India Executive Council, itSMF Singapore • 13 + Years of IT Experience − Business Analyst, ITSM Consultant, Solution Architect, ITSM Transition PM, Business Consultant • Architecture & Stds Governance Manager • Blogging, Training, Running Workshops • Certifications      3 ITIL V3 Expert ISO 20K Practitioner ISO 20K Lead Auditor CGEIT PMP © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    4. 4. Business Drivers       4 IT delivers business value Reduction of IT expenditure Regulatory controls and Compliance Retain and Increase Customer base Develop Competitive advantage Benchmarking against accepted standards and competition © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 4
    5. 5. Todays Challenge Growth in use of best practice framework and standards creates new Challenges a) Creating awareness of the business purpose and benefits of these practices b) Supporting decision making – practices to use and integration with internal policies and procedures c) Tailoring to suit specific organization requirement 5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 5
    6. 6. “If you can't fly then run, if you can't run then walk, if you can't walk then crawl, but whatever you do you have to keep moving forward.” ― Martin Luther King, Jr. Martin Luther King © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    7. 7. "Here is Edward Bear, coming downstairs now, bump, bump, bump, on the back of his head, behind Christopher Robin. It is, as far as he knows, the only way of coming downstairs, but sometimes he feels that there really is another way, if only he could stop bumping for a moment and think of it." — A.A. Milne (Winnie the Pooh and the House At Pooh Corner) 7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    8. 8. Discussion •Business Framework •Adoptive framework for IT Service Management for governance and management of Enterprise IT •Current Version: ITILV3 2011 • Current Version 5.0 ITIL ISO20000 ISO/IEC 20000 Cobit Cobit Six Sigma Lean IT ITIL CMMI for Services •Definitive Standard for IT Service Management •Current Version : 2011 8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. • Other Complementary frameworks
    9. 9. Snapshot of 3 Together [Cobit, ITIL, ISO20K] 9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 9
    10. 10. Mapping ITIL & ISO/IEC 20000 10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    11. 11. Mapping ISO/IEC 2000O & CobiT 11 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    12. 12. Mapping ITIL & CobiT 12 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    13. 13. Case Study 1- ITSM Project 200 high-priority unresolved incidents Only 3 problem records registered Resource Utilization was 120% Large volume of calls In Service Desk 13 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Key metrics achieved with only 50-60 percent
    14. 14. How did we approach Assessment of Process using ITIL and Cobit Framework Review of Service Desk Staff, Process owners and Key stakeholders Focus on 3 Cobit Processes 14 Process were in place but lack of IT Governance Benefit Realization © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. Decided to demonstrate value using Cobit 5.0 Executive Management Reporting
    15. 15. Cobit 5.0 Process 15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    16. 16. MEA01 - Monitor Evaluate and asses Performance & Compliance Performance Monitoring – Balance Score Card Breached SLA – Dependency with Third-Party vendors Establishment of Underpinning Contracts and Operation Level Agreements (OLAs) Follow-up of all monitoring, reporting and assessments Tracking of the results of remedial action committed 16 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    17. 17. Manage Service Requests and Incidents DSS 02 17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    18. 18. Manage Problems Cooling Categorization •solutions Modular Cooling System Data center Identification services • of Triggers Assessment; Thermal Assessment & Site Planning; • Ownership & IT Industry implementation; Resolution standards • Support services Update Priority 1 18 High Priority Infrastructure •Problems PDUs products • UPSs • Universal racks DSS03 Virtualization Problem & automation Management technologies •Review VSE; gWLM; VMs; Storage Virtualization Priority 2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. System Chip design design Prioritization • Low-voltage • Heat sinks, fans, power supplies, • Multi-core disk drives, mechanical design • HP BladeSystem Identification Server design & of Work storage • HPC Cluster consolidatio Around Platform configs n • Partitioning; multi-OS; blades & Power Business Problem cooling continuity & Matches management availability Priority 3 Priority 4
    19. 19. Performance Review Analysis Performance Review 100% 82% 80% 80% 60% 55% 60% 57% 40% 20% 0% 0% KPI -20% -40% C-SAT SLA breach -9% KB usage -35% -60% 19 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. ITIL ITIL + COBIT
    20. 20. Lessons Learnt Understanding of Business Requirement and Roadmap Adopting ITIL and Cobit appropriately To reduce overall compliance effort – Identify Preventive controls Time taken to make the process streamlined would be more than anticipated – Expectation Setting Start small, scale fast and grow fast (No Big bang implementation) 20 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    21. 21. Case Study 2 Plan Do Check 21 • Customer demand for business bid • Embarked on ISO/IEC 20000 Journey • Struggled to get the basic process in place • Got the documentation, training, audit and certification • Sustenance was difficult • Lost the Certificate after Surveillance Audit © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    22. 22. What do you reckon? 22 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2
    23. 23. Framework/Standard approach Approach o What are we trying to do? o o o o o 23 How will this be measured? Clear measurable goals Where is the project/initiative coming from? IT Management, customers, business, compliance Cost , Benefit vs Risk of doing it Clarify in business language not on IT/ITSM © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    24. 24. Avoid Pitfalls       24 Top Management Buy In Treat implementation initiative as project activity (Phases vs one step) Clear understanding of Objectives Management of Organizational Change Managing expectations Focus first on easier changes and enable quick wins - One step at a time © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2
    25. 25. References & Coordinates How can ITSM & Cobit Complement each other Top 10 considerations for your ISO 20000 Certification Journey Follow me on twitter @sureshgp Linkedin: Suresh GP Email me: suresh.gp@hp.com Join me Live at ITSMF Singapore – 21st March SITS14 London - 29th and 30th April itSMF NZ Conference – 5th to 7th May 2014 25 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    26. 26. 26 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 2
    27. 27. Thank you © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    28. 28. With thanks to our slides sponsor, CA Technologies Try Nimsoft for free at ca.com/NSD-trial

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