IT Service Management Attainment Model Matthew Hooper Kevin J Smith

1. IT Service Management Attainment
Model
Matthew Hooper
Kevin J Smith

2. Agenda
▪ Overview
▪ Why we need Continual Improvement
▪ How can attainment make a difference?
▪ Who is the audience for attainment?
▪ What are the characteristics of attainment?
▪ A few Recommendations

3. Why we need Continual Improvement
 Increasing compliance and regulatory oversight
 Competitive pressure for new features faster
 Cost pressure to utilize cloud and outsourcing
 Business changes – M&A, new markets, new offerings
 Business expectations not being met by IT services
 Growing diversity in supplier portfolio

4.  Visibility into supply and demand of IT resources
 Increasing complexity of suppliers and partners
 Criticality of securing the IT estate
 Creating velocity in the business through automation
 Automated logging for compliance & audit
 Drive to increase customer satisfaction
What problems are driving the need for ITSM?

5.  Digital transformation for business agility requires operational
excellence
 Maturity helps customers build the business case for investment
 Provides a roadmap for next steps
 Customers should strive to mature their ITSM discipline to achieve a
level of visibility and insight that makes their organization nimble, cost
transparent and reduces risk
Introduction to Ivanti ITSM Attainment Model

6. Audience for ITSM Attainment
ROLE Input Expectation Benefit
CEO Board level commitment Strategic agenda for IT drives
improved services
Ability to leverage IT for
sustainable market growth
Business Users Interaction preferences /
response times / needs
More autonomy and less
dependency on IT
Greater business agility,
responsiveness & innovation
CFO Financial commitment Cost of Service, perform to budget Improved ROI, Lower TCO
COO Business service priority IT reliability & performance Improved IT/Business Agility
CISO Risk and threat priority Policy and compliance adherence Reduced risk, improved threat
response
CIO / CTO IT operating policy /
architecture
IT steps up for the business; secure
the IT infrastructure
Increased value of Business
services from technology
Sr. IT Leaders Communications More control and visibility Increased budget
IT Managers Capabilities & Standards Invest in technology and people Executive support
Service Desk Managers Service Quality Metrics Increased scale and quality; freedom
to think strategically
Interdepartmental satisfaction
IT Development Methods and Practices Trust and empowerment Faster release cycles
IT Engineers & Analysts Skills and Categories Better management of resources;
Improved decision making
Improved operational
excellence

7. Drivers for ITSM Attainment Advancement
 Production Outages
 Slow to resolve issues
 Lack of focus on business critical issues
 Too long to approve and release changes
 Inability to track and govern actions for audit
 Lack of planning and predictability
 GRC – QUALITY – PERFORMANCE - COST

8. Time
Quality
of
Service
COST
RISK

9. ITSM Focus
User
Experience
CMDB
Policy and
Compliance
Service Level
ManagementReporting &
Dashboards
Automation
Change &
Release
Configuration
Management
Event
Management
Knowledge
Management
Service
Request
On-Boarding
Self Service
/Service
Catalog
Incident &
Problem
Human
Automation
System
Automation

10. Level 0 Unmanaged
Level 1 Initial
Level 2 Managed
Level 3 Shared
Level 4 Optimized
Agility management creates total visibility into the
effectiveness of business outcomes from IT. Leveraging IT as
a competitive organizational strength. Embracing innovation
with the ability to manage risk.
Tactical & reactive. Issues and request are resolved ad-hoc,
without visibility of status or impact. Requests are fulfilled on
first come first serve basis.
Queue management enables issues and requests to be
tracked and response time measured. However teams
respond to problems without being strategic. Unable to gain
full visibility into business needs and impact.
Process management has enabled IT to understand how
activities get done in IT, and prioritize actions. Coordination of
changes is reducing outages impacted by releases. Support is
more efficient at resolving incidents, however business impact
is still uncertain, and change analysis is too slow.
Service management creates visibility of business priorities and
relationship between business functions and IT services. IT
can more effectively plan work, create effective automation,
and deliver on IT strategy.

11. ITSM Attainment Levels
01
02
03
04
INITIAL
MANAGED
SHARED
OPTIMIZED
Improve work
Improve how work gets accomplished
Transition IT from a provider to a partner
Leverage IT as a competitive differentiator

12. Initial Resources versus Achieved Value
Level 0 Unmanaged
Level 1 Initial
Level 2 Managed
Level 3 Shared
Level 4 Optimized
Required Resources Achieved Value

13. Level 1: INITIAL
Cost
Time
Risk
QoS
None
No investment or understanding of value
Limited
Mostly Help Desk
Basic ITSM/Help Desk Queue
Operational - Call Volume, Closure Rates
Costs are high
Incident, Request, Self-Service, Password Central
Governance
Business
Policies
Staffing
Tools
Metrics
Financial
Tools Driving Improvement
Responding to problems without being strategic.
Unmanaged Initial
No Leadership
No Tools
No Process
No Standards
No visibility
Audit-driven
Decentralized
Service desk Leads
Helpdesk Tools
Incident, Request
processes only
Manual ITAM
No Policy
No Standardization
No Knowledge
Shared Optimized
IT Leadership Leads
Project Embedded
Business Services
focused
Demand, Capacity &
Availability aligned
with Business
Event Management –
CMDB driven
Business/Board Leads
Business Portfolio
mapped to Systems
Supplier Performance
Financial
Innovation
Risk
Managed
IT Ops Leads
Change & Release
Tracked
Configuration / Basic
CMDB
Basic Problem
Knowledge DB

14. Initial Phase Actions
• Identify opportunities for improvements:
• Define how work comes in to IT:
• Service Desk, Projects, Vendor Updates, Executive
Agendas, etc…
• Eliminate out-of-band requests:
• Stop requests coming in from email, phone calls, IM’s,
chat’s, walk-ups, drive-bye’s, etc..
• Define metrics needed to track progress:
• Average time to fulfill requests
• Average time to resolve incidents
• Top 5 request types
• Ticket open types: Email, Phone, Self-Service, In-Person

15. Level 2: MANAGED
Cost
Time
Risk
QoS
Early stages
Recognition of IT processes
IT and end-user specific
Tier 1 & 2 teams
Extended ITSM, Basic CMDB, Basic SDLC
Tactical: IT Services Change, Release, Problem
Significant
ISM Change, CMDB, Knowledge, ITAM
Governance
Business
Policies
Staffing
Tools
Metrics
Financial
Tools Driving Improvement
Business gains confidence in IT as a partner
Unmanaged Initial
No Leadership
No Tools
No Process
No Standards
No visibility
Audit-driven
Decentralized
Service desk Leads
Helpdesk Tools
Incident, Request
processes only
Manual ITAM
No Policy
No Standardization
No Knowledge
Shared Optimized
IT Leadership Leads
Project Embedded
Business Services
focused
Demand, Capacity &
Availability aligned
with Business
Event Management –
CMDB driven
Business/Board Leads
Business Portfolio
mapped to Systems
Supplier Performance
Financial
Innovation
Risk
IT Ops Leads
Change & Release
Tracked
Configuration / Basic
CMDB
Basic Problem
Knowledge DB
Managed

16. Managed Phase Action
• Define Business Objectives: (examples)
• Deliver IT capabilities faster to market,
• Reduce costs for delivering IT services,
• Increase business autonomy for acquiring and managing IT services,
• Analyze & update metrics:
• Avg time of request to release
• Releases without Incident
• First tier/call resolution/closure
• Identify opportunities for improvements:
• How work gets done in IT:
• Skills based routing
• Change approval to Change logging through pre-approved changes
• Focus on planned work vs. reactive work

17. Level 3: SHARED
Cost
Time
Risk
QoS
Formalized IT Roles
Involved in Process Improvements & Policy
Business influenced; IT enforced
IT, BRM, PMO & Some lines of business
Full ITSM, Extended SDLC, Basic PPM
Strategic: IT Portfolio, Business Service alignment
Costs are declining & predictable
ISM PPM, UEM, Security, ITAM
Governance
Business
Policies
Staffing
Tools
Metrics
Financial
Tools Driving Improvement
Supporting business services through collaboration
Unmanaged Initial
No Leadership
No Tools
No Process
No Standards
No visibility
Audit-driven
Decentralized
Service desk Leads
Helpdesk Tools
Incident, Request
processes only
Manual ITAM
No Policy
No Standardization
No Knowledge
Shared Optimized
IT Leadership Leads
Project Embedded
Business Services
focused
Demand, Capacity &
Availability aligned
with Business
Event Management –
CMDB driven
Business/Board Leads
Business Portfolio
mapped to Systems
Supplier Performance
Financial
Innovation
Risk
Managed
IT Ops Leads
Change & Release
Tracked
Configuration / Basic
CMDB
Basic Problem
Knowledge DB

18. Shared Phase Actions
• Define Business Objectives:
• Decrease Project re-work
• Improve work estimation
• Increase spending accuracy and planning
• Business aligned cost, task & prioritization through CMDB
• Analyze & Update metrics:
• Self-Service provisioned or resolved requests
• Reduction of change reviews.
• Identify opportunities for improvements:
• Manage planned work vs. unplanned work:
• Single view into resources and backlog
• Automate:
• Top 10 request types automated through self-service
• Releases phases smaller more frequent

19. Level 4: OPTIMIZED
Cost
Time
Risk
QoS
Formalized Governance
Leads digital initiatives
Operational, systematic and measured
Cross organizational
ITSM, SDLC, PPM, CRM
Strategic– business service performance
Self funded, profitable
ISM, Xtraction, ITAM
Governance
Business
Policies
Staffing
Tools
Metrics
Financial
Tools Driving Improvement
Enable the business with cost transparency
And accelerated rollout of initiatives
Unmanaged Initial
No Leadership
No Tools
No Process
No Standards
No visibility
Audit-driven
Decentralized
Service desk Leads
Helpdesk Tools
Incident, Request
processes only
Manual ITAM
No Policy
No Standardization
No Knowledge
Shared Optimized
IT Leadership Leads
Project Embedded
Business Services
focused
Demand, Capacity &
Availability aligned
with Business
Event Management –
CMDB driven
Business/Board Leads
Business Portfolio
mapped to Systems
Supplier Performance
Financial
Innovation
Risk
Managed
IT Ops Leads
Change & Release
Tracked
Configuration / Basic
CMDB
Basic Problem
Knowledge DB

20. Optimized Phase Actions
• Define Business Objectives:
• Invest in IT value / Divest of IT risk (cloud/outsource)
• Leverage ITSM platform for Digital Transformation
• Enterprise Service Management
• Integrated ITAM & Security policies to support and delivery
• Analyze & Update metrics:
• Reduction of Assets under management
• Improved supplier SLA breach containment
• Identify opportunities for improvements:
• Focus on IT as competitive advantage:
• Reduce legacy systems
• Automate:
• Executive Scorecards
• Take Service Management enterprise wide

21. Attainment Model: ITAM and ITSM
Unmanaged
No Leadership
No Tools
No Process
No Standards
No visibility
Audit-driven
Decentralized
No Leadership
No Tools
No Process
No Standards
No visibility
No Reporting
Optimized
Business Agility
Predictable Spend
Controlled Risk
Cloud Portability
Real Time Licensing
ITSM&ITAM Interwoven
Shared
Service Focused
Data Analysis
Consistent Saving
Data Center Visibility
Charge&Showback
License Mobility
ITSM&ITAM Integrated
Managed
Structured Program
Lifecycle
IT Ops Efficiencies
Centralized Procurement
Basic ITSM/CMDB
Refined Refresh &
Disposal
Initial
1 or 2 take the lead
Basic Tools
No Process
Basic Policy
No Standardization
Purchasing on Demand
Service desk Leads
Helpdesk Tools
Incident, Request
processes only
Manual ITAM
No Policy
No Standardization
No Knowledge
IT Ops Leads
Change & Release
Tracked
Configuration / Basic
CMDB
Basic Problem
Knowledge DB
IT Leadership Leads
Project Embedded
Business Services
focused
Demand, Capacity &
Availability aligned with
Business
Event Management –
CMDB driven
Business/Board Leads
Business Portfolio
mapped to Systems
Supplier Performance
Financial
Innovation
Risk
ITAMITSM

22. No Leadership
No Tools
No Process
No Standards
No visibility
Audit-driven
Decentralized
Business Agility
Predictable Spend
Controlled Risk
Cloud Portability
Real Time Licensing
ITSM&ITAM Interwoven
Structured Program
Lifecycle
IT Ops Efficiencies
Centralized Procurement
Basic ITSM/CMDB
Refined Refresh &
Disposal
1 or 2 take the lead
Basic Tools
No Process
Basic Policy
No Standardization
Purchasing on Demand
Attainment Model - Tool Adoption by Level
Email
Service Desk: Change, Configuration,
Service Manager: PPM, Supplier, Financial, Risk
Xtraction: Analytics, Reporting
ITAM & Security integration
Unmanaged Initial
No Leadership
No Tools
No Process
No Standards
No visibility
Audit-driven
Decentralized
Service desk Leads
Helpdesk Tools
Incident, Request
processes only
Manual ITAM
No Policy
No Standardization
No Knowledge
Optimized
Business/Board Leads
Business Portfolio
mapped to Systems
Supplier Performance
Financial
Innovation
Risk
Managed
IT Ops Leads
Change & Release
Tracked
Configuration / Basic
CMDB
Basic Problem
Knowledge DB
Shared
IT Leadership Leads
Project Embedded
Business Services
focused
Demand, Capacity &
Availability aligned
with Business
Event Management –
CMDB driven
Help Desk: Queue mgmt, Self Service, Knowledge, Social

23. Recommendations
• Make this a business initiative
• Keep the focus on the business benefits
• Do not let this be an IT project, make it a Business
Transformation project
• Align improvements to business priorities
• Initial – Focus on operational stability
• Managed – Focus on operational effectiveness
• Shared - Focus on improved end-customer experience
• Optimized – Focus on competitive advantage and innovation

24. Recommendations (cont.)
• Measure and report effectively
• Create reports that tell a story to the audience:
• Focus metrics on actions to improve
• Don’t confuse monitoring vs. measuring
• Every time you add a report – kill one off!
• Engineer and design to the phase of attainment
• Establish enough process and capability to achieve goals and
capabilities
• Focus on Continual Service Improvement – it’s a journey!

25. Thank you