4sl Demand Management


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How to power IT demand & forecast management using structure service catalogue and ServiceNow

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4sl Demand Management

  1. 1. 4sl GroupIT Demand Management 30/5/2012
  2. 2. About 4sl Founded in 2007 and privately owned Specialists in Data Protection services and IT Service Management Achieved approx. 80 % revenue growth p.a. over the last two years 65 staff Head quartered in London with offices in Lisbon, Houston, Singapore & service operations center in Chennai Clients include Allianz, Atos, BP, Capgemini, Citigroup, Commvault, Deutsche Bank, EMC, Fidelity International, HSBC, HP, Investec, Mizuho, RBS, Reed Elsevier, Thomson Reuters, UBS & Unilever
  3. 3. Recent ITSM Engagements HSBC – reduce end-end-end infra delivery time by 50%. Current state assessment promoting strategic adoption of service catalogue & request management. UBS – global programme to consolidate & standardise global ITSM functions across the firm. A Service Now implementation incl. incident, problem, service catalogue, request & change management. Unilever – ‘Integrated Case Management’ solution design leveraging a consolidated service desk solution across all business functions (finance, HR, IT, facilities etc.) Deutsche Bank – front office service improvement. Design & implement Service Level Management (SLM) function & organisation. Citi – infrastructure service recharge. Process optimisation & improvement of financial management & cost allocation. Thomson Reuters – improve supply chain & fulfilment. IT asset management (ITAM) process optimisation & operational change. Reed Exhibitions – increase customer satisfaction . Establish ITSM roadmap & execution plan to leverage Service Now functions incl. reporting, service level management & service catalogue.
  4. 4. 4sl Landscape Transformation• The IT landscape - and your customers, are changing faster than any other point in history Our Landscape Transformation suite provides insight highlighting early & ongoing wins It is optimal as a package although each offering delivers significant value on its own
  5. 5. Landscape TransformationScorecard: What do your customers want? Through structured interviews with demand-side stakeholders we identify how services are rated and quantify the business impact. Customer feedback acts as the baseline to measure progress on service improvement initiatives. It also provides the foundation for improvement recommendations.Profiler: What are you doing? Landscape Profiling helps identify how things are actually working. Through an in-depth investigation we trace service lines from request to completion. This insight exposes hand-offs, bottlenecks, time and costs. The output is an accurate reflection of reality & foundational in deciding what to do next.
  6. 6. Landscape TransformationOptimisation: What should you be doing? We create a short to medium term roadmap outlining the most important areas to tackle first. This includes a comprehensive action plan that identifies where buy-in is required, where the land mines are and what the avoidance strategies are. Each optimisation plan is built for short-term wins with an eye to long term goals & strategic outcomes.Execution: Do it! To ensure results from your optimisation plan we can play a role from oversight to delivery. Leveraging our cross discipline expertise we work closely with your team to ensure lasting change. We provide domain expertise across all process disciplines & tooling solutions.
  7. 7. Typical Demand Management Requirements Forecasting – Capture estimated demand data for a 12 month period, baselined quarterly. – Capture component level detail for CapEx (servers, storage volumes etc.) and OpEx (license demand, resource, shared services). Request – Data extract from the forecast into a monthly request. – Data flow from one view to another without needing to repopulate. Approval – Workflow enabling i) Approval from a technology/capability perspective and ii) Financial approval Delivery / Confidence – Workflow mechanism to track all tasks associated with delivering against a request and meet SLAs against the request Guiding principles – Data needs to flow consistently throughout the process – A unique ID needs to flow consistently through the process – Reporting MI capabilities at all stages through the process
  8. 8. Case Study – Demand Management & Service NowProblem statement  Financial services client facing major issues reconciling disparate datasets across multiple tools for global business units. 60% time/effort overhead preparing consolidated reports for month-on-month, qtr-on-qtr, yr-on-yr estate view.Response  Analysis, design & implementation of a future state solution with fully reconciled view leveraging elements such as: – Enriched data-model – Comprehensive/structured service catalogue (standard products) – Exception based product request (for new product/service offerings) – Framework link to CAPEX approval processOutcome  A dedicated demand forecast application within Service Now, linked directly to service catalogue for fulfilment, CMDB for infrastructure product/service offerings and the catalogue items themselves for estate management (i.e. strategy/justification/planning) along with an integrated solution to the CAPEX approval process.
  9. 9. Case Study – Demand Management & Service Now Service Now toolset now provides: – All underlying data (from an enriched CMDB) – Automatic linkage across all processes (Forecast/Request/CAPEX) – Significant cost-reduction in effort; clear, transparent and simplified estate management reporting. Reporting outputs: – Approved or exception based product and/or service offerings – Aggregate forecast view based on same underlying dataset (no longer any need to reconcile dispirit data-sets) – Discrete view of any forecast item (including status with linkage to all associated requests) – Approval status related to any CAPEX spend
  10. 10. Service Catalogue & Request ManagementWhy bother? The catalogue acts as a keystone bridging the demand & supply sides of IT services. Provides a common structure to communicate across enterprise IT – from developers to system administrators, project managers & senior management. Quality & service characteristics can be burned into to each catalogue request item (e.g. performance/availability/capacity, delivery SLAs & price). Through an enterprise tool (e.g. Service Now) ALL demand side requests can be directed to single self-service portal. Optimise request fulfilment through process workflow & automation for each (or linked) request items. Leverage single data set for reporting (e.g. demand/forecasting, capacity management, resourcing, performance etc.)
  11. 11. Service Catalogue & Request ManagementOur Approach Develop a service definition template including items such as: – Description / Functionality – Service Interface(s) – SLAs, OLAs & Underpinning Contracts – Customer Experience – Dependent Technical Products & Components – Service Pricing / Cost Allocation model – Operating Model / Fulfilment workflow Populate templates for a catalogue of enterprise offerings based on standard products & components. Ensure formal governance to maintain in line with invest/disinvest roadmaps. Aggregate & cluster definitions to promote solution stacks based on known standards & exceptions. Establish operational model leveraging structured requests for end-to-end delivery (see next slide)
  12. 12. Structured Service Catalogue Underpins Request Management Process