Service Management

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  • Systems and projects to comply with the desired architect
  • Service Management

    1. 1. run IT like a business…” “ By following my process and method you can lower IT costs and… [email_address] Copyright 2009
    2. 2. You know you are running IT like a business when… <ul><li>You PROACTIVELY do the following: </li></ul><ul><li>You define what services your customers value </li></ul><ul><li>You understand the supply chain that enable the fulfillment </li></ul><ul><li>You are able to track and influence demand </li></ul><ul><li>You are able to identify all cost </li></ul><ul><li>You are able to benchmark cost and performance </li></ul><ul><li>Your IT business model enables Business Intelligence capabilities </li></ul>
    3. 3. Service – A means of delivering value to Customers by facilitating outcomes customers want achieve without the ownership of specific costs and risks Examples – Email, Cell Phones IT Service – An IT service is made up from a combination of people, processes and technology and should be defined in a Service Level agreement Examples: Network Services, Business Hosting Services and Security Services Service Request – A request from a user for information, advice, access or for a standard change Examples: Architecture Consultation, Technology Strategy Consulting, Internet Access and Add storage Important Context – Common Definitions Required
    4. 4. Agents Allstate.com Call Centers Claims IT Services = Customer Loyalty Customer Desktop Services Hosting Services Business Applications, Systems and Innovation Storage Services Network Services Security Services People Process Technology People Process Technology People Process Technology People Process Technology People Process Technology
    5. 5. Service Strategy Establish overall service scope, resources and business outcomes IT Service Strategy Model Service Design Continual Service Improvement What’s Needed? How will we build It? Resources What skills do we need? How will it operate? How will we measure? Service Test Service Operations Retired Services Service Catalog Service Transition Service Build Business Objectives Service Concepts Business Partners
    6. 6. Service Design Determine Overall Service Model Components Business Requirements Service Request Supply Chain Services Requests IT Service Planning Model <ul><li>Define Business Requirements </li></ul><ul><li>Determine IT Service </li></ul><ul><li>Design Service Request Supply Chain </li></ul><ul><li>Design Service Requests </li></ul><ul><ul><li>Tasks </li></ul></ul><ul><ul><li>Organizational Units </li></ul></ul>Service Model Components IT Service Tasks Organizational Units IT Service People Process Technology
    7. 7. IT Service People, Process and Technology Horizontal Alignment Across Functional Areas People Process Technology People Process Technology People Process Technology People Process Technology Value Manage Across Not Up! Service Request Service Request Service Request Service Request Fulfillment Area Fulfillment Area Fulfillment Area Fulfillment Area
    8. 8. Service Catalog Management and Request Fulfillment Foundational Processes Service Catalog Request Fulfillment HOW WHAT <ul><li>Service Catalog: </li></ul><ul><li>What Services </li></ul><ul><li>What Attributes </li></ul><ul><li>What Relationships </li></ul><ul><li>What Cost </li></ul><ul><li>What Performance </li></ul><ul><li>Request Fulfillment: </li></ul><ul><li>How Created </li></ul><ul><li>How Deployed </li></ul><ul><li>How Fulfilled </li></ul><ul><li>How Managed </li></ul><ul><li>How Measured </li></ul>Request Fulfillment is a process for managing how services are fulfilled. Service Catalog is a database or structured document with information about IT Services
    9. 9. Technology Integration Request Fulfillment = Supply Chain Service Request IT Service Service Request Service Request Service Request HOW WHAT HOW WHAT HOW WHAT HOW WHAT
    10. 10. Service Transition Making Services Actionable! Information about each Service Request Web Service Catalog Service Request WHAT HOW Service Request WHAT HOW Contingency Ownership Security Functionality Performance Reporting Levels of Support Objective Service Hours Name of Service CATALOG SERVICE
    11. 11. Service Transition Awareness and Understanding is Critical! C A B <ul><li>Supply Chain </li></ul><ul><li>Communication Plan </li></ul><ul><li>Roles </li></ul><ul><li>Service Owners </li></ul><ul><li>Service Managers </li></ul><ul><li>Operations </li></ul><ul><li>Functions </li></ul><ul><li>Capabilities </li></ul><ul><li>Authorizations </li></ul><ul><li>Notifications </li></ul><ul><li>Attributes </li></ul><ul><li>Relationships </li></ul><ul><li>Reports </li></ul><ul><li>Service Request </li></ul><ul><li>Transition Plan </li></ul><ul><li>Release </li></ul><ul><li>Orderable Services </li></ul><ul><li>Production readiness </li></ul><ul><li>Knowledge Transfer </li></ul><ul><li>Requestors </li></ul><ul><li>Fulfillers </li></ul><ul><li>Training </li></ul>Marketing Communication Plan Self-Service Knowledge Transfer Best Practices Adoption User Experience
    12. 12. Service Operations Service Owner is accountable for the delivery of a service IT Service Service Owner Service Request Service Request Service Request Service Request Service Manager is responsible for one or more service requests Eliminate Silos!
    13. 13. No Hassle Service Level Agreements OLA Fulfillment Area Fulfillment Area Fulfillment Area Fulfillment Area IT Service Effectiveness / Success Measure OLA OLA OLA SLA Outputs/ Inputs Activities Metrics Inputs Outputs/ Inputs Activities Metrics Outputs/ Inputs Activities Metrics Outputs Activities Metrics
    14. 14. IT Service Performance Reports Service Business Intelligence enables Continual Service Improvement Continual Service Improvement Supply Chain = Performance Performance Performance Performance Performance Service Request Service Request Service Request Service Request
    15. 15. Service Cost COST COST COST IT Service Service Business Intelligence enables Continual Service Improvement Continual Service Improvement Supply Chain = Cost $ COST Service Request Service Request Service Request Service Request
    16. 16. You are running IT like a business <ul><li>Conclusion: If You PROACTIVELY do the following </li></ul>IT Service Fulfillment Area Fulfillment Area Fulfillment Area Fulfillment Area Identify and use cost and performance metrics to manage Define the services that your customers value Create Supply Chains Performance Performance COST COST Security Services People Process Technology Desktop Services People Process Technology Network Services People Process Technology Hosting Services People Process Technology Storage Services People Process Technology

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