Improve IT Operations

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Service Portfolio to improve IT Operations

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Improve IT Operations

  1. 1. Improve IT Execution & Performace June 2008 www.goldenti.com.mx
  2. 2. Our Target Customer Satisfaction + Cost of Poor Execution Business Performance 2 www.goldenti.com.mx
  3. 3. What is included at COPE? Costs of Poor Quality. Like: Rework tasks; Duplicated activities; miss interpretation; Field failures, Lack of control, etc. Low Productivity. Miss alignment between strategy and operation. Poor process mapping and KPI definition and implementation. Lack of process standardization and high % of non value add activities. 3 www.goldenti.com.mx
  4. 4. How to improve? Align IT strategy with business strategy. Implement operational models like: ITIL CMMI ISO 27001 PMBOK ISO 9001 etc.. Implement quality assurance models. Implement continuous improvement tools. 4 www.goldenti.com.mx
  5. 5. How to improve? Align IT strategy with business strategy. 5 www.goldenti.com.mx
  6. 6. Corporate and IT Governance Corporate Governance Strategic Mission / Vision / Values Strategic Process Risk Quality Initiatives Strategies / Goals Management Management Management Planning Metrics Management Corporate Performance Management Monitoring and Control SOX / COSO / BASEL II STRATEGIC ALIGNMENT IT Governance IT Strategic Mission / Vision / Vaues Process Risk Quality Strategic Initiatives Strategies / Goals Management Management Management Metrics Management Planning Incident and Capacity and Human Projects and Change Financial Problem Availability Resource Services Management Management Management Management Management Management IT Performance Management Monitoring and Control COBIT / ITIL / ISO 27001 / PMBOK / CMMI 6 www.goldenti.com.mx
  7. 7. How to improve? Align IT strategy with business strategy. Implement operational models like: ITIL CMMI ISO 27001 PMBOK ISO 9001 etc.. 7 www.goldenti.com.mx
  8. 8. ITIL Framework 8 www.goldenti.com.mx
  9. 9. Modules of Service Management Service Delivery Service Support Service level mgmt. Service desk. Financial mgmt for IT services. Incident mgmt. Capacity mgmt Problem mgmt. Availability mgmt. Change mgmt. IT service continuity Configuration mgmt. Release mgmt. Security Management 9 www.goldenti.com.mx
  10. 10. Service Support Process The business, customers and users Queries, Enqueries, communication, updates, work arounds Service Desk Mgmt Incidents tools Changes Incident Releases Management Problem Management Reports Change Analyses Management Reports Release Schedule Management Minutes Configuration Reports Schedule Management Reports etc. Policy Reports etc. CMDB = CMDB Configuration Configuration Items & Problems Incidents Changes Releases Relationships Management Known Errors Database 10 www.goldenti.com.mx
  11. 11. Service Delivery Process The business, customers and users Queries, Enqueries, communication, updates, reports Service Level Management Requirements, SLA, SLR, OLA, Targets Service reports, Achievements Service cataloque, Availability Exception reports Management Audit reports Capacity Availability plan Management AMDB Design criteria Financial Targets/Thresholds Capacity plan Reports Management CDB Audit Reports Tragets/thresholds IT Services Reports Financial plan continuity Schedules Types and models Management Audit reports Costs and charges Reports Budgets and forecasts Audit reports Alerts and exceptions changes 11 www.goldenti.com.mx
  12. 12. Security management ISO 27001 12 www.goldenti.com.mx
  13. 13. How to improve? Align IT strategy with business strategy. Implement operational models like: ITIL CMMI ISO 27001 PMBOK ISO 9001 etc.. Implement Quality Assurance Models. Implement continuous improvement tools. 13 www.goldenti.com.mx
  14. 14. Quality Assurance Model Ensure process execution. • Process flow. • Process failure mode and effect analysis. • Control plan. Management of process deviations. • Corrective action management. • Problem solving & root cause analysis. Ensure practice and performance. • Quality system audit. • Process audits. Implement continuous improvement programs. • Preventive actions. • Kaizen. • Lean - Six Sigma tools. 14 www.goldenti.com.mx
  15. 15. Quality Assurance Control Ex. Process Icon model Controls Information Out Information In Product Out Product In Resources In Resources Out Safety 15 www.goldenti.com.mx
  16. 16. Process Audit Customer Approach Customer Satisfaction improvement action plan Process Approach Core Processes Performance Process Flow FMEA Control Plan Working Instructions Process Control. Risk Management Quality Performance Critical to Customer KPIs Critical to Business KPIs Operational KPIs management. Continuous improvement management. Defect data management Procurement Performance Supplier PPMs Supplier OTD Downtime by shortages People Approach Certification of skills and competences Skills and competences development 16 www.goldenti.com.mx
  17. 17. Value Stream Mapping NVA. No Value Add Activities NA. Necesary Activities VA. Value Add Activities 17 www.goldenti.com.mx
  18. 18. How to improve? Align IT strategy with business strategy. Implement operational models like: ITIL CMMI ISO 27001 PMBOK ISO 9001 etc.. Implement Quality Assurance Models. Implement continuous improvement tools. 18 www.goldenti.com.mx
  19. 19. Brief Introduction to Six Sigma Resources, Design Process Parts and Margins Capabilities Materials Organisation Measurement Infrastructure Systems Six sigma focuses on addressing and significantly reducing the occurrences of root causes—inadequate design margins, unstable parts and materials, and insufficient process capabilities, measurement systems and organization infrastructure. 19 www.goldenti.com.mx
  20. 20. Six Sigma Strategy Application Implementation Strategy Strategy u Define u Leadership u Measure u Champions u Analyze u Black Belts u Improve u Projects u Control 20 www.goldenti.com.mx
  21. 21. DMAIC Summary u Define the project charter. u Establish the team. Define u Confirm performance gaps. u Explore the process. u Identify all sources of variability (the X’s). Measure u Validate measurement / decision making systems. u Establish the initial capability (for the Y’s). u Assess and quantify Y = f(X) Analyze u Identify critical X’s. u Screen the potential causes. u Identify optimum operating parameters. Improve u Confirm solutions. u Determine the final process capability. u Implement solutions & process controls. Control u Document learning. 21 www.goldenti.com.mx
  22. 22. Cost of Poor Quality Easily Identified, but only the TOP of the ICEBERG Inspection Overtime Idle time (tangible) Defects Rework Long Cycle Times Lost Sales Cost of Capital Missed (less obvious) Commitments Redundant Lost Opportunity Processes Inaccurate Reports Expediting Costs Lost Customer Excessive Planning Loyalty 22 www.goldenti.com.mx
  23. 23. Providing integrated solutions that exceed our customers expectations and enable them to increase their competitiveness. 23 www.goldenti.com.mx
  24. 24. How ISOSYSTEM CAN HELP. 24 www.goldenti.com.mx
  25. 25. Automation -> Critical Success Factor CHALLENGES Corporate Solution Modular and Incremental Implementation ISOSYSTEM Governance Avoid Application Silos Suite Avoid Extra Integration Costs Facilitate Users Training Compliance Framework Convergence Decrease TCO Accelerate ROI 25 www.goldenti.com.mx
  26. 26. Risk Management 26 www.goldenti.com.mx
  27. 27. Incident Management 27 www.goldenti.com.mx
  28. 28. Incident Management 28 www.goldenti.com.mx
  29. 29. Project Management 29 www.goldenti.com.mx
  30. 30. Project Management 30 www.goldenti.com.mx
  31. 31. IT Performance Management 31 www.goldenti.com.mx

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