It’s Time to Grow Up: Eight Areas to Increase ITSM Maturity

World®
’16
It’s Time to Grow Up: Eight Areas
to Increase ITSM Maturity
Allen Houpt – Advisor, Product Marketing, CA Technologies
AMX120S
AGILE MANAGEMENT

2 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
© 2016 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type of
warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation

Abstract
With all the technology and process improvements over the
past 20 years, and with almost every IT organization seeking to
increase ITSM maturity, why haven’t maturity levels risen more?
This session will discuss how to increase ITSM maturity in eight
different areas, including user experience, process automation,
incident, problem, change, configuration, request and
knowledge management.
Allen Houpt
CA Technologies
Advisor, Product
Marketing

Agenda
THE STATE OF ITSM TODAY
INDICATORS OF ITSM MATURITY
IMPROVING ITSM MATURITY
ASSESSING YOUR ITSM MATURITY
QUESTIONS & ANSWERS
1
2
3
4
5

What is the State of ITSM Today?
IT unable to deliver or
prove business value
Focus on tickets, not
service
Over/under licensing of
hardware and software
Cost of tickets and
maturity unchanged
Services, assets and support not
represented in business terms

Complications
§ Changing user expectations
§ Increased competition è Pressures
to reduce costs; reallocation of
budget and resources
§ Application economy è Increased IT
complexity
§ Explosion of cloud and external
service providers
§ Rogue/Shadow IT
§ Increased software audits
Everything is Magnified and You are Accountable
World®
’16

7 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD7
How This Hurts You How This Hurts You
§ IT is the last resort
§ Analysts resolve issues outside the desk
§ Business engages external providers
§ IT’s value and reputation are
undermined
§ Business-user productivity is
compromised
§ Unplanned or unnecessary expenditures
§ Risk to personal and business reputation
World®
’16

Maturity Starts at 3 on a Scale of 51
2.25
2.35 2.35 2.33 2.31 2.35
0.00
0.50
1.00
1.50
2.00
2.50
3.00
2009 2014
Average I&O Maturity
1 Source: CA Technologies, “Multiple industry analyst reports”

Maturity Starts at 3 on a Scale of 51
2.25
2.35 2.35 2.33 2.31 2.35
0.00
0.50
1.00
1.50
2.00
2.50
3.00
2009 2014
Average I&O Maturity
1 Source: CA Technologies, “Multiple industry analyst reports”
2 Source: 2015 TechValidate survey of more than 270 ITSM individuals commissioned by CA Technologies

Why so little cost improvement?
Sources: ThinkHDI.com/Research, “2007-2010 HDI Practices & Salary Reports” and “2011-2014 HDI Support Center Practices & Salary Reports”
CHAT
EMAIL
PHONE
WALKUP
2007 2014
10
15
20
25
5

8 Indicators of ITSM Maturity…
…and How to Improve Each

Indicators of
Maturity
ITSM
Maturity
Incident and Problem
Management
Change and
Configuration
Knowledge
Management
Process,
Automation
and Integration
User Experience
Request
Management
Asset
Management
Business/IT
Alignment

Incident and Problem Management
§ Status transitions automated by workflow
§ Graphical root cause analysis
§ Integrated telephony system
§ "At-desk" or “walk-up” support
§ Support automation
§ Automatic issue creation from IT Ops events
§ Auto assignment to teams/individuals based on issue attributes
§ Business impact ($, reputation) used to prioritize issues
§ Collaborative team approach to resolution
§ IT Ops events correlated è proactive self-healing
Maturity Impact
Maturity Weight
LOW

Change and Configuration Management
§ Manual management and prioritization of changes
§ Change calendar and automated conflict identification
§ Automation-enabled, online Change Advisory Board
§ CMDB implemented in production
§ Configuration Items tied to services for business impact
§ Automated rule-based handling of unauthorized changes
§ Change process integrated with release management
Maturity Weight
MEDIUM
Maturity Impact

Knowledge Management
§ Knowledge documents captured and available
§ Knowledge item usefulness rated by users
§ Solutions embedded in knowledge documents
("click to fix")
§ Search internal AND external knowledge sources
§ Knowledge assets managed across life-cycle
§ Relevant collaboration threads captured as knowledge
Maturity Impact
Maturity Weight
MEDIUM

Process, Automation and Integration
§ Processes manual; enforced by published policies
§ Aligned to ITIL® or best practice standard
§ Processes predominantly automated
by workflows
§ Processes tied to business value
metrics to prove ITSM/IT value
§ Processes integrated across ITSM and IT Operations
Maturity Weight
HIGH
Maturity Impact

User Experience
§ Open and monitor issues
§ Request and view IT assets
§ Post questions to community
§ Games/awards/badges
§ Community-based collaboration
§ Search all knowledge sources
§ Clear representation/context of request/issue status
§ All above available via single self-service portal
§ Mobile access for key tasks
Maturity Weight
MEDIUM
Business
Consumers
Support
Analysts
IT Experts
Maturity Impact

Request Management
§ One-stop shopping - view/request services and assets
§ Business language
§ Cost of services known/presented to consumers
§ Service levels committed/presented to consumers
§ Approval/delivery of services automated (via workflow)
§ Consumption monitored and used to prioritize services
§ Charge-back implemented
§ Monitor service levels of external vendor services
§ Request services in context
Maturity Weight
MEDIUM
Maturity Impact

IT Asset Management
§ Spreadsheets or manual records
§ Aggregated views and management of vendor contracts
§ Self-service for viewing and requesting IT assets
§ Automated discovery of hardware assets
§ Automated discovery and identification of
software assets
§ Automated reconciliation of licenses to discovered
software
§ Optimized reallocation of software assets
Maturity Weight
HIGH
Maturity Impact

Business and IT Alignment
§ Operational reports and metrics available and used
§ ITSM processes/services tied to value metrics è
prove ITSM and IT value
§ Business Value Reports and Dashboards available
and used
§ ITSM processes/services tied to business goals/objectives
§ Services measured based on business value è
support business objectives
§ Calculate accurate cost of an issue or service being down
Maturity Weight
HIGH
Maturity Impact

Assessing Your ITSM Maturity

Online ITSM Maturity Assessment
itsmmaturity.ca.com
§ Overall ITSM maturity
§ Maturity in 8 ITSM categories
§ Comparisons to others who
did assessment
§ 5-10 minutes to complete
§ Generates savable report

Summary

To successfully
deliver the
right services
for the right
cost to the
business, you
need to:
Deploy fully integrated
service management processes
Manage the entire service
delivery and asset lifecycles
Optimally deliver
services and assets
Implement process and
workflow automation
Manage and control your
IT environment
Measure cost and performance
World®
’16© 2016 CA. ALL RIGHTS RESERVED.

ITSM Sphere of Maturity
Service Desk
Teams
Business
Users
Financial /
Audit Teams
Asset
Managers
SERVICES
Executives &
Managers
ASSETS
Change
Managers
ITSM Maturity
Service Management
Align services capabilities with
modern user, delivery &
business demands.
Management Insights
Key metrics that inform and
guide your service delivery
and asset businesses
Asset Management
Understand hardware and
software assets to better
manage IT financials &
compliance
IT Operations
Automation and integration
with ITSM & ITAM; correlate
events; proactive actions
Operation
Managers

Indicators
of Maturity
ITSM
Maturity
Incident and Problem
Management
Change and
Configuration
Knowledge
Management
Process,
Automation
and Integration
User Experience
Request
Management
Asset
Management
Business/IT
Alignment

Focused “Baby” Steps
Like with any large project….
§ Don’t try to boil the ocean.
§ Establish a plan, including metrics for a baseline and to measure success.
§ Initially target some low hanging fruit to achieve quick successes and deepen management support.
§ Then target areas with high business value impact.
§ Sell and promote the entire effort.
§ Consider an agile approach where priorities can shift based on business need and political opportunity.
§ Brag when you achieve success.
Summary
So where do we go from here?

Must See Demos
Service Desk
and Support
Analyst xFlow
Experience
Software and
Hardware Asset
Management
Request
Management
and Self-service
Management
Insights –
Reporting and
Dashboards

Questions?

Stay connected at communities.ca.com
Thank you.

Agile Management
For more information on Agile Management, please visit:
http://cainc.to/9Zed5W

It’s Time to Grow Up: Eight Areas to Increase ITSM Maturity

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