Approach to improve effectiveness of Enterprise IT
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Approach to improve effectiveness of Enterprise IT

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(translated to English) Excerpts from the customer proposal, which describes the experience of implementing Lean IT principles in several projects in Russia

(translated to English) Excerpts from the customer proposal, which describes the experience of implementing Lean IT principles in several projects in Russia

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Approach to improve effectiveness of Enterprise IT Approach to improve effectiveness of Enterprise IT Presentation Transcript

  • Technology Consulting | IT Process ExcellenceApproach to improve effectivenessof Enterprise ITExcerpts from the customer proposal, which describes the experience ofseveral projects in Russia
  • IntroductionThese days more and more companies change their focus from the goalof revenue growth (at any cost) to the goal of internal businessefficiency and increase of net profitThe pressure upon IT Managers is growing, demanding continuous cutof IT costs, which could be a difficult management task Copyright © 2012 Accenture. All rights reserved. 2
  • Accenture approachAccenture experience shows that our clients havealready implemented all major IT process, whichare already very efficient, leaving almost no spacefor an improvement. There is still a huge source of Maintenanceinefficiency laying on process boundaries,everywhere when individual processes overlap.Respective activities require a substantialcoordination efforts and a high involvement of Business IT Governance RelationshipIT Managers, who are already overloaded.To solve these problems and free up IT Managers’time Accenture offers a number of quick wins and Developmentsolutions aimed to automate routine management andtasks and to shift management focus from daily Transformationproblems to the overall improvement of ITeffectiveness Copyright © 2012 Accenture. All rights reserved. 3
  • IT Manager’s common objectivesWe identify the following common objectives set for any IT Manager Minimise the spending • Performing planned operational tasks • Fulfilling standard requests (e.g. grant of access to a on current operations system, or printers tonner replacement) Minimise business loss • Incidents resolution Maximise cost-effectiveness • Developing features that are really valuable for of IT Development function customers Maximise incident prevention • Resolving repeatable problems rate at minimal costs • System monitoring and preventive maintenance Copyright © 2012 Accenture. All rights reserved. 4
  • Minimise the spending on current operations Implementation approach An example of the implementationControl costs by type of activity in Accenture projects• The classification of tasks performed for individual business areas, • The classification by means of existing ITSM system systems and types of work utilising the CMDB capabilities and data• Identification of most costly types of activity, business areas and • Integration of Time reporting and ITSM system for per- systems task accounting of efforts spentControl of other operating costs• Registration and scheduling of the regular license payments • Using a specialised software for accounting and scheduling of software licensing feesManaging initiatives to reduce operating costs• Identification of initiatives providing maximum reduction of costs per a • Automatic generation of work orders for responsible unit of invested capital engineers setting task to propose an improvement initiative in accordance with the approved KPI • Implementation of initiatives as RFC, using the appropriate procedure for prioritizing • Automatic calculation of the employee individual KPI showing the number of initiatives implemented in period Copyright © 2012 Accenture. All rights reserved. 5
  • Minimise the spending on current operationsExample of Implementation• A comprehensive accounting of labor costs of IT professionals is supported by a separate Time reporting system which is integrated with the Helpdesk system, and Project Management System, which allows to reduce significantly the time to fill out the time reports. This allows to consider the costs in relation to each request Allows to accurately track the use of project budgets and the maintenance budget Provides a detailed calculation of performance indicators down to the cost of a single incident Copyright © 2012 Accenture. All rights reserved. 6
  • Minimise business loss Implementation approach An example of the implementationPrioritization of incidents and problems in Accenture projects• Identify incidents that have a profound impact on business, and their • The implementation of the automatic determining of resolution in the shortest possible time the business impact, according to the parameters of the incident specified by the user or a service desk engineer • Defining the different target duration to address the incident with different levels of impact on businessControl incidents resolution time• Identify the constraints which are preventing a quick resolution critical • Automated analysis of the effectiveness of the process incidents of incident handling. Analysis of PCE and WIP indicators. Automatic notification of managers by email and SMS in case of bottlenecks • Automatic generation of work orders on the analysis of causes of significantly overdue incidents resolution Copyright © 2012 Accenture. All rights reserved. 7
  • Minimise business loss Example of Implementation• The implementation of the automatic determination of business impact (based on simple query attributes, which are specified by the user or the service desk engineer at registration request) provides an objective system to build a queue of requests to avoid abuse by users and IT professionals, and establishes the foundation for a clear service level agreement with users (SLA) Copyright © 2012 Accenture. All rights reserved. 8
  • Maximise cost-effectiveness of IT Development function Implementation approach (1/2) An example of the implementationEstimation and scheduling of tasks in Accenture projects• Prepare cost and time estimates for implementation: to make a decision • Automated methods for express estimation of benefits about the appropriateness of the change and to set the target (control) and costs indicators of costs, benefits and terms of implementation • Automation of process in which business users evaluate the business benefits and the IT system developers evaluate the costsPrioritisation of RFC and Projects• Allocation of IT professionals on the implementation of the tasks that • End-to-end automated prioritization of all incoming bring the maximum business benefits per unit of cost requests for IT development – either projects or individual RFC, with the possibility for a business owner to justify manual adjustment the priority of requests • Automatic preparation of a list of tasks, candidates for inclusion in the next release, iteration, or sprint Copyright © 2012 Accenture. All rights reserved. 9
  • Maximise cost-effectiveness of IT Development function Implementation approach (2/2) An example of the implementationControl of spending in Accenture projects • Time tracking in a centralized system proceeding from• Identify tasks that occupy more time than planned actual costs. The initial plan is used to prefill the time reports, followed by a mandatory adjustment by an employee • Automatic daily reminder by email for unfilled or partially filled time reports, with the automatic escalation to a manager in case of a significant delayControl the earned benefits• Identify the constraints which do not allow to implement all of the • Specifying a subjective evaluation of benefits in planned benefits automated protocols of UAT • Automatic generation of work orders on the analysis of cases of significant non-compliance results to initial estimatesControl implementation terms• Identify tasks implemented for longer than it was planned, and • Automatic notification about overspending of work consequently bringing less business benefits efforts or late implementation of RFC • The implementation of a mandatory renegotiation process for estimates and priority, applicable for all requests with a significant overspending or delay Copyright © 2012 Accenture. All rights reserved. 10
  • Maximise cost-effectiveness of IT Development function Example of Implementation• Business benefits calculator has been implemented to ensure uniformity of estimates and to assist inexperienced users to prepare their estimates. The estimation tool is designed as a step by step instruction explaining the rules for calculating benefits, and providing a set of simple calculators for the most typical categories of benefits Copyright © 2012 Accenture. All rights reserved. 11
  • Maximise incident prevention rate at minimal costs Implementation approach An example of the implementationPreventive maintenance in Accenture projects• Ensuring IT staff is focused on prevention of problems and prevention of • Automatic generation of work orders for responsible incidents (and as a consequence - at reducing of business losses) engineers setting task to propose an improvement initiative in accordance with the approved KPI• Identification of initiatives providing maximum reduction of business • Implementation of initiatives as RFC, using the losses per a unit of invested capital appropriate procedure for prioritizing • Automatic calculation of the employee individual KPI• Managing for the preventive maintenance work executed as planned showing the number of initiatives implemented in operational activities from the standpoint of labor costs and the period benefits achieved • Accounting of preventive maintenance work as a separate service • The periodic (every six months or a year) generation of orders for the analysis of labor costs for a particular type of preventive maintenance and evaluation of the benefits achieved Copyright © 2012 Accenture. All rights reserved. 12
  • Maximise incident prevention rate at minimal costsExample of Implementation• Tools for regular analysis of the root causes helps to determine and to record the causes of high- priority incidents. Each of support engineers record the cause of an incident in the database, soon after closing the incident. In case when the cause is not determined in time an automatic reminder is sent by email Copyright © 2012 Accenture. All rights reserved. 13
  • Common activities Implementation approach (1/2)Separately, we highlight the following tasks that are required for all areas: An example of the implementationCommon activities in Accenture projects • Centralized accounting of whole time spent by all IT • Time tracking in a centralized system proceeding from actual costs. Timereports are automatically populated professionals, split by type of work, and linking to on the basis of all requests processed by an expert specific requests during a day, and also on the basis of project plans, followed by a mandatory adjustment by an employee • Automatic daily reminder by email for unfilled or partially filled time reports, with the automatic escalation to a manager in case of a significant delay • Automatic email notification • The implementation of a simple alert system for IT engineers and IT managers notifying about overdue tasks and other cases requiring attention • Automatic generation and send out of reports required by the recipient of such reports Copyright © 2012 Accenture. All rights reserved. 14
  • Common activities Implementation approach (2/2)Separately, we highlight the following tasks that are required for all areas: An example of the implementationCommon activities in Accenture projects • One unified queue for all of requests, workorders, • The implementation of high performance unified task queue, that displays all the tasks the employee RFCs, and other tasks, assigned to an IT employee received in different systems with continuous prioritization and displaying of target dates, as well as the recommended time of commencement of work • End-to-end prioritization of all tasks, assigned to an • Displaying the queue of tasks assigned to a workgroup IT employee or department • Lightweight reporting system • Using a simple and highly efficient system for reporting, which does not require licensing fees, which allows to receive online data from operational systems, allows to create reports in Excel, and to include simple reports in the automatic e-mail alerts Copyright © 2012 Accenture. All rights reserved. 15
  • Common activitiesExample of Implementation• The implementation of the unified task queue, that displays all the tasks the employee received in different systems with continuous prioritization and displaying of target dates, as well as the recommended time of commencement of work allows not to miss a single task and to ensure compliance with target dates and SLA Copyright © 2012 Accenture. All rights reserved. 16
  • The main techniques used• Automatic scoring of user requests to select the highest priority• Automatic scheduling of tasks according to their priorities• Automated control of timing and labor costs, with automatic notification when the plan is exceeded• Integrating data from various IT systems• Focus on finding bottlenecks and major chronophages• Visual communication of status, expectations and plans for all stakeholders – users, IT professionals, managers Copyright © 2012 Accenture. All rights reserved. 17