Cultural readiness for itsm v3


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This is a presentation about an organization's cultural readiness to adopt IT Service Management principles and roadmaps. Further information can be found at the following blog article

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  • © 2001 Pink Elephant Inc. All rights reserved.
  • © 2001 Pink Elephant Inc. All rights reserved.
  • © 2001 Pink Elephant Inc. All rights reserved. Most organizations work on the 4 th order of benefits without having 3 rd and the 4 th in place. 4rt supports the 3 rd and 3 rd support 2 nd . And 2 nd the first. Without clear rd and 4rt it is difficult to link the ROI of the ITIL processes to the core business measures.
  • © 2001 Pink Elephant Inc. All rights reserved. Animation Wheel is present at start up 1 st click = Service Strategy 2 nd click = Service Design 3 rd click = Service Transition 4 th click = Service Operation 5 th click = Continual Service Improvement
  • © 2009 Pink Elephant Inc. All rights reserved.
  • Cultural readiness for itsm v3

    1. 1. Cultural Readiness for ITSM Troy DuMoulin AVP Product Strategy Pink Elephant
    2. 2. THE WINDS OF CHANGE New Challenges for IT Disruptive Technology Green Computing Cloud Computing Mobility New Choices Mash-Ups SAAS The rise of the MSP Global Sourcing Open Source Low Cost Hosting New Requirements Financial Transparency Value vs. Cost
    3. 3. Service Based Organization <ul><li>Services are a means of delivering business value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks Insert text </li></ul><ul><li>Service Management takes the form of a set of functions and processes for managing services over their lifecycle. Service Management is also used as a synonym for IT Service Management </li></ul><ul><li>Service Based organization – an organization whose mission, goals, objectives, operating models, governance and functional structures are developed to: </li></ul><ul><ul><li>Focus on the management and delivery of (IT) services to the customers to create business value in a cost efficient way. </li></ul></ul><ul><ul><li>The focus of a service based organization is external to the organization – delivering business value through services – rather than internal – the management of the systems or technologies which can be used by the client. </li></ul></ul>
    4. 4. The Changing Role For IT Technology Focus Customer Focus Business Focus Value Network Focus LOW HIGH Role Of IT/IS In The Organization Influence On The Business IT is perceived as an internal business partner IT customers are the customer of the organization IT has a single strategy and is focused on the customer, but is perceived as an external supplier IT is focused on the integration and delivery of end-to-end IT services (business solutions) IT is focused on technology, infrastructure and applications are treated as separate and largely unrelated domains Service Focus v2 v3
    5. 5. Service & Organization Structures App. Dev. Infrastructure SLM Desktop Hosting Security Mgmt Business App. Service Owner SO SLA SO Client Business Service Technical Service Process (Incident) Service & Process Organizations tied together by SLM Process Owner Process Improvements based on Service Reporting Professional Service SO
    6. 6. ITSM & Business Value Linkage Core Business Measures <ul><li>Revenue </li></ul><ul><li>Market Share </li></ul><ul><li>Profit </li></ul><ul><li>ROE </li></ul>IT Core Strategic Measures Balanced Scorecard IT Governance & Operating Model IT Operational Processes ITSM, SDLC, Project Mgmt., Security and Information Mgt. IT Value Chain (Operating Model) IT Governance / COBIT Business Value IT Goals IT Services & Processes
    7. 7. ITIL v3 Service Lifecycle Model <ul><li>SERVICE STRATEGY </li></ul><ul><li>Service Strategy </li></ul><ul><li>Service Portfolio Management </li></ul><ul><li>Financial Management </li></ul><ul><li>Demand Management </li></ul><ul><li>SERVICE OPERATIONS </li></ul><ul><li>Event Management </li></ul><ul><li>Incident Management </li></ul><ul><li>Request Fulfillment </li></ul><ul><li>Problem Management </li></ul><ul><li>Access Management </li></ul><ul><li>SERVICE DESIGN </li></ul><ul><li>Service Catalog Management </li></ul><ul><li>Service Level Management </li></ul><ul><li>Supplier Management </li></ul><ul><li>Capacity Management </li></ul><ul><li>Availability Management </li></ul><ul><li>IT Service Continuity Management </li></ul><ul><li>Information Security Management </li></ul><ul><li>SERVICE TRANSITION </li></ul><ul><li>Transition Planning and Support </li></ul><ul><li>Change Management </li></ul><ul><li>Service Asset & Configuration Management </li></ul><ul><li>Release & Deployment Management </li></ul><ul><li>Service Validation </li></ul><ul><li>Evaluation </li></ul><ul><li>Knowledge Management </li></ul><ul><li>CONTINUAL SERVICE IMPROVEMENT </li></ul><ul><li>Seven Step Improvement </li></ul>
    8. 8. Managing IT Service Demand Business Assets Resources Capabilities IT Services Service Value SLA Demand Service Assets Resources Capabilities Service Potential Unused Capacity Value Revenue Compensation Compensation Budget Renewal or Charging © Crown copyright 2007 Reproduced under license from OGC Based on Figure 4.17 Service management as a strategic asset and a closed-loop system – SS Book p. 80 Capacity not balanced with Demand Costs = Goods/Services Customers / Markets Service Funding Supplier Contracts <ul><li>Availability & Capacity </li></ul><ul><li>Secure Service Delivery </li></ul><ul><li>Service Based Costing </li></ul><ul><li>Supplier Management </li></ul><ul><li>Service Portfolio / Catalog Mgmt. </li></ul><ul><li>Client Relationship Mgmt. (SLM) </li></ul><ul><li>Demand Management </li></ul>
    9. 9. Organization Types Value Chain Focused <ul><li>Business revenue is directly generated by the sale of IT Services to external customers </li></ul><ul><li>IT based services and their digital transactions are perceived to be integral and synonymous with the business processes they support </li></ul><ul><li>Market share and stock price are influenced by the market’s perception of the quality and stability of IT capability. </li></ul>Business Partner Focused <ul><li>IT Executives are part of the strategic business planning processes </li></ul><ul><li>The CIO has oversight and responsibility for other departments outside of traditional IT function (e.g.. facilities, processing, fleet mgmt.) </li></ul><ul><li>IT measures it success in terms of business transactional volume / availability </li></ul>Business Customer Focused <ul><li>IT Services are understood to support the business process </li></ul><ul><li>The IT organization is understood to be an enterprise function made up of both internal and external suppliers </li></ul><ul><li>Enterprise governance is mature enough to enforce standards across all IT groups </li></ul><ul><li>IT is taking and fulfilling orders from its business customer </li></ul>System / Service Focused <ul><li>Shared Services Organizations are establishing common services and processes </li></ul><ul><li>Service level agreements are based on services rather than technology </li></ul><ul><li>IT Services are typically defined as infrastructure and user based services </li></ul>Technology Focused <ul><li>IT Domains / Depts. (Database, Servers, Desktop, etc..) </li></ul><ul><li>IT Operations </li></ul><ul><li>Infrastructure Organizations </li></ul><ul><li>Network </li></ul>Technology Silos Application vs. Infrastructure IT Supports The Line IT Is The Line IT Service Provider
    10. 10. Cultural Readiness for ITSM Processes Continual Service Improvement Value Chain Focused Service Strategy Service Portfolio Mgmt. Business Partner Focused Financial Mgmt (costing and charging) IT Service Continuity Mgmt. Demand Mgmt. Transition Planning and Support Business Customer Focused Service Portfolio Mgmt. (CSI Focused) Financial Mgmt. (service based costing) SLM (Business Relationship Mgmt.) Service Catalog Mgmt. (business customer focused) Capacity & Availability Mgmt. Enterprise IT Supplier Mgmt. Knowledge Mgmt. System / Service Focused Service Portfolio Mgmt. (Project Focused) Service Level Mgmt. (ola / sla) Release & Deployment Mgmt. (SVT & Evaluation) Service Asset & Configuration Mgmt. Problem Mgmt. (Proactive) Information Security Mgmt. Request Fulfillment / Event Mgmt. Service Catalog Mgmt. (IT & user focused) Technology Focused Change Mgmt Problem Mgmt. (RCA – Reactive) Incident Mgmt. Service Desk Access Mgmt Logical and Physical Device Security Capacity, Availability, Event (component / domain)
    11. 11. <ul><li>Troy DuMoulin </li></ul><ul><li> </li></ul><ul><li> </li></ul>Questions?