Austin Tech Introduction Deliver Business Value With It Service Management V0 2a


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An introduction to AustinTech methodologies and value delivery proposition in Telecomm, Retail, Service, Travel, Education and Govt industries.

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Austin Tech Introduction Deliver Business Value With It Service Management V0 2a

  1. 1. Deliver business value with IT service management Austin Tech Consulting a different kind of consulting company
  2. 2. <ul><li>Navigating an uncertain economy </li></ul><ul><li>Helping clients realize value </li></ul><ul><li>Austin Tech service management portfolio </li></ul><ul><li>Next steps </li></ul>Agenda
  3. 3. Austin Tech helps clients deliver business value with service management
  4. 4. <ul><li>Executive summary: </li></ul><ul><li>Clients are achieving value with their service management initiatives in these economic times </li></ul><ul><li>Clients can start with a service management strategy engagement and choose projects that give them the desired return </li></ul><ul><li>Through the portfolio of services Austin Tech provides, we are helping clients realize cost savings and are helping them align IT and business priorities </li></ul>In a volatile global economic environment, businesses are looking to leverage service management to better address strategic goals Service management strategy engagement
  5. 5. Economic uncertainty is currently the strongest external influencer affecting business strategy and plans Percentage of respondents indicating an issue as having a significant impact NOTE: Respondents could rate multiple issues as having a significant impact. 0% 20% 40% 60% Economic uncertainty 61% Customer changes 46% Regulatory requirements 38% Consolidation/reorganization 36% Low-cost competitors 34%
  6. 6. A challenging business environment drives IT organizations to rethink how to best support the business <ul><li>Quickly changing economic conditions contribute to a volatile business environment </li></ul><ul><li>Increased dependency on IT services leads to increased business risk </li></ul><ul><li>The cost and business risks related to IT services demands, improved IT governance and management are increasing </li></ul>In a complex worldwide business environment, the only certainty is uncertainty.
  7. 7. Nearly 40 percent of organizations achieved a return on investment within 12 months of implementing service management This graph shows time to ROI for companies that implemented service management solutions using external providers 16% 23% 3% 30% 28%
  8. 8. What is service management? <ul><li>IT service management </li></ul><ul><ul><li>IT service management is the integrated management of the people, processes, technologies and information required to ensure the cost and quality of IT services valued by the customer. </li></ul></ul>
  9. 9. IT Infrastructure Library (ITIL) best practices are just the beginning The Information Technology Infrastructure Library ® ( ITIL ® ) approach is a set of concepts and policies for managing information technology services, developments and operations. The ITIL approach gives a detailed description of a number of important IT practices with comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs. ITIL best practices are published in a series of books, each of which covers an IT management topic.
  10. 10. What does the state of IT look like before and after implementing a successful IT service management strategy? <ul><li>Not meeting service levels </li></ul><ul><li>Critical business services </li></ul><ul><li>Low efficiency on IT process </li></ul><ul><li>Unclear metrics </li></ul><ul><li>Unknown time to value </li></ul><ul><li>IT services aligned with business objectives </li></ul><ul><li>Improved service availability and quality </li></ul><ul><li>Improved customer satisfaction </li></ul><ul><li>Reduced operational costs </li></ul><ul><li>Minimized incident resolution times </li></ul><ul><li>More than 90 percent of service level agreements met </li></ul><ul><li>Increased levels of efficiency </li></ul><ul><li>IT services maximize existing capabilities and resources </li></ul>The following presents a typical “before” and “after” state for a company that has successfully implemented an IT service management strategy. Before state After state
  11. 11. Austin Tech integrates and delivers best practices through a comprehensive set of services Strategy and planning Service Management Strategy and Design <ul><li>Key deliverables </li></ul><ul><li>Assessment </li></ul><ul><li>Strategy and roadmap </li></ul><ul><li>Services portfolio </li></ul><ul><li>Services strategy </li></ul>Design Implement Service Management Strategy and Design Service Management Implementation <ul><li>Key deliverables </li></ul><ul><li>Redesign of services, processes, organization, technology </li></ul><ul><li>Key deliverables </li></ul><ul><li>Implemented services and processes </li></ul>Manage/operate Service management managed services <ul><li>Key deliverables </li></ul><ul><li>Managed services </li></ul>
  12. 12. Austin Tech offers three types of service management strategy and planning engagements, sized to address clients’ needs Service management strategy and planning from Austin Tech offers the following: Service management strategy and planning workshop <ul><li>Three to five days </li></ul><ul><li>Develop strategic initiatives to align IT with the business </li></ul>Service management strategy and planning assessment <ul><li>Four to eight weeks </li></ul><ul><li>Diagnostic assessment of IT management capabilities. Includes improvement plans and a roadmap based on the assessment </li></ul>Service management strategy and planning (full) <ul><li>Eight to twelve weeks </li></ul><ul><li>Includes a detailed maturity assessment, a solution outline and a detailed initiatives roadmap with business case justification </li></ul>
  13. 13. Service management design from Austin Tech can help clients optimize the value of their service management investment Process design Management and monitoring design Service management design services from Austin Tech offer the following: Service management design <ul><ul><li>Timeline depends on client requirements but typically runs 4–12 weeks </li></ul></ul><ul><ul><li>Design processes and service activities, required roles and functions, information work products, tools architecture, services, and implementation plans </li></ul></ul>Management and monitoring design <ul><ul><li>Timeline depends on client requirements but typically runs 4–12 weeks </li></ul></ul><ul><ul><li>Provides design expertise to create a robust event automation solution that drives higher IT service availability and quality </li></ul></ul>
  14. 14. Service management offerings from Austin Tech are based on the intersection of people, processes, information and technology <ul><li>Processes </li></ul><ul><li>Policies and governance </li></ul><ul><li>Process design </li></ul><ul><li>Workflows </li></ul><ul><li>Technology </li></ul><ul><li>Architecture </li></ul><ul><li>Tools </li></ul><ul><li>Testing and deployment </li></ul><ul><li>Information </li></ul><ul><li>Information workflow </li></ul><ul><li>Data model </li></ul><ul><li>Screen definition </li></ul><ul><li>Data migration </li></ul><ul><li>Measurements </li></ul><ul><li>People </li></ul><ul><li>Roles </li></ul><ul><li>Skills </li></ul><ul><li>Staffing levels </li></ul><ul><li>Resource planning </li></ul><ul><li>Training </li></ul>
  15. 15. <ul><li>With service management, you can begin achieving value even in the current economic environment </li></ul><ul><li>We can help you get started with a service management strategy engagement and choose projects to begin generating value based on your needs </li></ul><ul><li>Austin Tech is helping our clients realize cost savings and better align their IT and business priorities with a portfolio of services that are available today </li></ul>The Austin Tech portfolio of services can help clients cut costs while effectively aligning IT and business priorities IT priorities Business priorities
  16. 16. How can you get started? <ul><ul><li>Develop a plan to create IT services value based on business objectives </li></ul></ul><ul><ul><li>Create measurement indicators based on business outcomes </li></ul></ul><ul><ul><li>Begin with the services, then integrate tools and technology </li></ul></ul><ul><ul><li>Drive improved decision making </li></ul></ul>
  17. 17. Are you getting the most value from what you already have? <ul><li>A smarter infrastructure supports a smarter business: </li></ul><ul><ul><ul><li>Accelerating change and innovation helps you react quickly to opportunities. </li></ul></ul></ul><ul><ul><ul><li>Collaboration increases the productivity of your people </li></ul></ul></ul><ul><ul><ul><li>Information management improves the value of data </li></ul></ul></ul><ul><li>What’s stopping you? </li></ul>
  18. 18. Accelerating change and innovation provides competitive advantage <ul><li>Change and innovation </li></ul><ul><li>You become more flexible and nimble. </li></ul><ul><li>Your business processes are optimized. </li></ul><ul><li>You can build new or adapt existing software to support new business processes quickly. </li></ul><ul><li>You have reduced the cost of software projects and maintenance. </li></ul><ul><li>Your existing and older applications are modernized and extended to the Web so that you are wringing the most value out of your IT investments. </li></ul>
  19. 19. Do you trust your information? <ul><ul><ul><ul><li>Managing information </li></ul></ul></ul></ul><ul><li>Is the information you’re relying on: </li></ul><ul><ul><li>Accurate? </li></ul></ul><ul><ul><li>Timely? </li></ul></ul><ul><ul><li>Relevant? </li></ul></ul><ul><li>The cost and complexity of managing increasing volumes of information can undermine your trust. </li></ul><ul><li>Spreadsheets, free data management trial software and embedded archiving capabilities can’t handle the deluge. </li></ul>
  20. 20. You can use information management to provide new insights from your existing data <ul><ul><ul><ul><li>Managing information </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Turn data into useful business insight with : </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Broader access </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Higher efficiency </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Better accuracy </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Keener insights </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><li>Help ensure that you are delivering consistent and reliable data anywhere in your company. </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Integrate information from multiple data sources for more effective decisions. </li></ul></ul></ul></ul>
  21. 21. Accelerate change and innovation with these solution offerings <ul><li>Change and innovation </li></ul><ul><li>Business Analysis </li></ul><ul><li>Change Management </li></ul><ul><li>Project Management </li></ul><ul><li>Risk Management </li></ul><ul><li>Quality Assurance and Control </li></ul><ul><li>ITIL V2 & V3 Framework </li></ul><ul><li>COBIT Governance </li></ul><ul><li>Compliance & Control </li></ul><ul><li>SOX </li></ul><ul><li>SAS 70 Type 1 & 2 </li></ul><ul><li>Knowledge Management </li></ul>
  22. 22. Thank you for your time today <ul><li>For more information: </li></ul><ul><li>Please visit </li></ul><ul><li>Contact: </li></ul><ul><li>For more information </li></ul><ul><li>[email_address] </li></ul>