Capturing the Real Value of IT Service Management


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Providers of IT services, can no longer afford to focus on technology, they must consider the quality of services they provide and their relationship with the business.

IT Service Management outlines how people, processes and technology can be used to increase the value that IT can bring to the business.

Through the implementation of a framework of improved processes, quick wins and a commitment to continuous improvement an IT service can be matured to offer a proactive and value focussed service which is aligned with the required business aims.

Practical examples will be used to demonstrate best practice and the potential benefits.

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  • Customer: New serviceProject manager: Engineer:Developer:Sales:Documentation:OperationsFinance:Service Desk:What was needed
  • 2 mins to discuss challenges in your org
  • Understand who the customers areFinancial managementAlignment of projects with business strategiesPortfolio of new or changed servicesEnsure services are fit for use and fit for purposeDesigned with customers in mindService catalogue Security and continuity requirementsEffective change management: 50% reduction in change cycle timeManagement of build, test & deploy activitiesControlled asset managementSmooth handover to operational teamsOperational management of IT ServicesService DeskMinimising the impact of incidents / failuresProactive focus to reduce downtime & disruptionFacilitates a culture of continuous improvementProcess for identifying, evaluating and implementing improvementsDrive towards maturity and business alignment
  • Both IT and business - communication
  • Include average score questionFM = 2.6Capacity management = 2Asset management = 1.6
  • Vision – a leaders most important weaponVision of the Business / StrategyEveryone playing their partEveryone pulling in the same direction / understand the big picture
  • It all comes back to value to the business. We need to target maturity and invest in high value – low maturity areas. E.G – capacity management reports
  • 80:20 rule applies
  • Demands on IT are managed and met in an efficient and consistent mannerIT supports the business strategy aims and objectives adding value and driving business successRisk management turns risks into opportunitiesPerformance is measured to ensure value is continually deliveredAn aligned architecture provides agility
  • Keeping the lights on is still a key deliverable for IT, 5 ways help to add further value.Reducing TCO will free up money to invest in value adding projectsThe value of IT can be realised though 1 or more of 5 ways.Cundall example – WAN migrationCundall Lync example -social networkStewart Milne – Sharepoint collaboration portal, Microsoft LyncBI portals for many customersVopak SCADA security
  • John P Kotter – leading change / 8 steps that need to be implemented and main realise why transformation efforts fail. 1 – true urgency required to make progress that drives people every day, not just being busy but desire to make a difference2 – The right people to make a difference including senior management support3 – Motivates, co-ordinates and focusses. A leaders most powerful weapon--- if we don’t have these 3 then stop4 – Communicate to generate business buy-in5 – Allowing people to do their best work, delegate authority and allow everyone to make improvements6 – Create visible, unambiguous success ASAP7 – Celebrate success and build momentum for more change8 – Build it into the culture (normal behaviour and shared values)
  • Capturing the Real Value of IT Service Management

    1. 1. Capturing the Real Value of IT Service Management Stew Hogg & James Alderson 14th Feb 2014
    2. 2. Scope • • • • • What is IT Service Management (ITSM)? Service Management: A Journey The Business and IT Alignment Getting Started with ITSM A New View of IT
    3. 3. What is IT Service Management?
    4. 4. Why do we need IT Service Management?
    5. 5. What is IT Service Management IT service management focuses on the optimisation of: To ensure that an IT service can deliver real value to the business
    6. 6. What challenges does your IT service struggle with? Poor user perception Uncontrolled expenditure Poor understanding the business Communication Unproven business continuity Skills gap Poor ROI Lack of visibility to facilitate decision making Lack of strategic vision Misunderstanding of major risks
    7. 7. Overview of ITILv3 • End to end Lifecycle approach • Embedded continual service improvement • Focus on alignment with business priorities • Measuring success in terms of business value
    8. 8. The Service Lifecycle Service Strategy Strategies, policies, standards Service Design Plans to create and modify services and service management processes Service Transition Manage the transition of a new or changed service and/or process into production Service Operation Day-to-day operations of services and service management processes Continual Service Improvement Activities are embedded in the service lifecycle
    9. 9. Benefit or Bureaucracy Positive Negative • Adopt and adapt to your business needs • Cost overhead to implement new processes • Improved business agility: reduce change cycle time by up to 50% • Cumbersome and rigid if adopted without a business focus • Save cost: right first time reducing rework • Improved customer & user perception • Business engagement needed before full ITSM is adopted • ITIL language can be a barrier
    10. 10. The ITSM Journey
    11. 11. A long running problem…
    12. 12. Service Maturity Journey Technology Centric Strategic Focus Business Centric Business Focus Profit Centre Customer Focus Service Support Focus Technology Focus Ad-Hoc • Task driven culture • Inconsistent Documentation • Product led • Silos of Technology Value Proactive • Business led Reactive • Problem • Basic Alerting • Repeatable Support Processes • Incident Driven Projects • Limited Asset Management Management • Process Owners • Regular KPI Reports • Controlled Asset Management goals • Understanding of business priorities • Financial Planning • Continual Service Improvement • IT is a Strategic Partner • Catalyst for Innovation • Business Alignment • Pre-emptive Capability
    13. 13. Scope of Maturity Assessments • The journey involves taking reviewing the following 5 aspects of the IT service – Vision – People – Process – Technology – Culture
    14. 14. Targeting Maturity Ad-Hoc Value
    15. 15. Delivering real value Any process of service maturity should be financially neutral at least!
    16. 16. Business and IT Alignment
    17. 17. In reality… • It all starts and ends with a clearly defined business strategy • An IT department is purely a service function • Technology has little value in its own right • The business wants more value out of the money spent on technology
    18. 18. Why is it so hard? Business IT Poor service and IT department „geek speak‟ Poorly defined or communicated Business Strategy Lack of business awareness in the IT Department Lack of technology awareness at Board Level Focus on technology rather then solving business problems Lack of commitment to technology projects
    19. 19. What‟s in it for me? • • • • • Better agility – IT and Business Performance can be measured Turning risks into opportunities Demands on IT can be managed Delivery on organisational strategy improved through use of technology
    20. 20. Realising Value: The 5 ways Improving quality and productivity, reduce costs Enhancing customer relationships and service Teamwork and collaboration Timely Management Information Information security and risk reduction
    21. 21. Business Engagement • Why is it important to engage the business? Can IT “go it alone”? • How can you get the business engaged in improving IT service delivery? – The IT Team must prove to the business that they understand – Speak the same language
    22. 22. Same language? “IT struggles to provide value to the business as their contribution is not seen” “IT don‟t understand or react to the pressures faced by the business” “The business do not communicate their priorities and strategic direction to IT - IT cannot influence or support this objective in the most effective way” “Additional value could be provided by IT in the form of new services if they were involved in business initiatives” “IT get bogged down in the detail of technology and don‟t look at the bigger picture”
    23. 23. Suppliers or Partners? • Being perceived as a supplier: – may impact IT‟s ability to contribute to the corporate strategy – accentuates the divide between business and the IT
    24. 24. What should we do? Listen Review Address the Gaps Pragmatism is key! Engage Determine Business Need
    25. 25. Getting Started with IT Service Management
    26. 26. Gathering Momentum
    27. 27. Analyse the status quo • Gap analysis • Identify quick wins • Highlight major risk • Identify opportunities
    28. 28. Practical ITSM Tips Don’t • Try to implement all ITSM process in one go • Proceed without senior management support • Implement ITIL for ITIL‟s sake • Start with technology Do • Engage the organisation at every level • Understanding how we deliver against the vision • Start with CSI process and identify quick wins • Implement ITSM as a continuous programme Never lose sight of the fact that IT exists to support the Business Embed this within the culture!
    29. 29. Consolidation … just as important as innovation
    30. 30. A new view of IT
    31. 31. Introducing your new strategic partner • • • • • • • Profit centre Proactive in nature People focussed Process maturity Performance through technology Praised by the customers Partner to the business
    32. 32. Let‟s Get Started • Appoint a champion • Baseline existing service • Capture the Vision • Deliver!
    33. 33. Questions? Email: | Twitter: @Waterstonsltd | @mrJamesAlderson
    34. 34. Coming soon… PREPARING FOR MOBILE DEVICE MANAGEMENT AND BYOD Friday 28th February 2014, 11:45am, Waterstons Durham office Charlie Hales and Nigel Robson will cover the important considerations a business should make before implementing an MDM/BYOD strategy, and will consider the ongoing implications of allowing corporate data to be accessed on personal devices ensuring the maximum benefit to businesses, customers and the end users.