What 'is' the Current Value of your ITSM?

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Presented by Krist Yong, Senior Consultant, UXC Consulting at ISS-UXC Seminar: Move IT from Cost to Value Centre using IT Service Management and COBIT on 25 July 2014.

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What 'is' the Current Value of your ITSM?

  1. 1. What ‘is’ the Current Value of your ITSM July 2014
  2. 2. Objectives of the Session • Where are you now in terms of ITSM processes and automation? • Are you just at the typical implementation that only focuses on Incident/Problem and Change? • Or are you already carrying out other ITSM processes (including Service Strategy processes)? • This talk will use one of the leading ITSM tools as a benchmark of the wide range of processes and automation possible to compare against what your organisation is currently doing.
  3. 3. Agenda 1. Service Strategy - Overview 2. Value of Service Strategy Implementation 3. Service Strategy ‘in action’ 4. Take away
  4. 4. Service Strategy – Overview Continual Service Improvement Service Transition Service Strategy Service Operation Service Design Adapted from The ITIL Service Lifecycle © Crown Copyright 2011 Reproduced under license from Cabinet Office The Service Strategy processes include:  Strategy Management for IT Services  Demand Management  Service Portfolio Management  Financial Management for IT Services  Business Relationship Management Service Strategy provides guidance on how to design, develop and implement service management as:  an organizational capability  a strategic asset.
  5. 5. Value to the business Some of the benefits organizations can achieve through Service Strategy include: • Supporting the Service Provider to add value to the organization. • Enabling the Service Provider to understand the types and levels of service to be provided. • Facilitating a smooth communication and providing the means to organize the services of the Service Provider.
  6. 6. ITIL Processes Implementations Reference: itSMF 2013 Global Survey on IT Service Management Study conducted with the assistance of the Institute of Systems Science, National University of Singapore
  7. 7. Major Reason for using ITSM Reference: itSMF 2013 Global Survey on IT Service Management Study conducted with the assistance of the Institute of Systems Science, National University of Singapore
  8. 8. Major Justifications for ITSM Projects Reference: itSMF 2013 Global Survey on IT Service Management Study conducted with the assistance of the Institute of Systems Science, National University of Singapore
  9. 9. Service Strategy Tool Use Reference: itSMF 2013 Global Survey on IT Service Management Study conducted with the assistance of the Institute of Systems Science, National University of Singapore
  10. 10. ITSM Project Effectiveness Reference: itSMF 2013 Global Survey on IT Service Management Study conducted with the assistance of the Institute of Systems Science, National University of Singapore
  11. 11. Challenges of ITSM Some challenges of IT Service Management capabilities are: o They are intangible in nature. o The demand for capability is tightly linked to the assets of the customer. o They involve high level of contact for Service producers and consumers.
  12. 12. Agenda 1. Service Strategy - Overview 2. Value of Service Strategy Implementation 3. Service Strategy ‘in action’ 4. Take away
  13. 13. Value to the business Implementation of Service Strategy processes will further: Value of Service Provider to Organization Better understanding of types and levels of service provided Communication and providing the means to organize the services of the Service Provider. Tangible “Value” to the business
  14. 14. Agenda 1. Service Strategy - Overview 2. Value of Service Strategy Implementation 3. Service Strategy ‘in action’ 4. Take away
  15. 15. Demand Management • Demand Management is defined as the activities that understand and influence Customer demand for Services and the provision of Capacity to meet these demands. Picture reference: www,servicenow.com
  16. 16. Financial Management • Financial Management is defined as the Function and Processes responsible for managing an IT Service Provider's Budgeting, Accounting and Charging Requirements. Picture reference: www,servicenow.com
  17. 17. Agenda 1. Service Strategy - Overview 2. Value of Service Strategy Implementation 3. Service Strategy ‘in action’ 4. Take away
  18. 18. Take away o If you considering buying a ITSM tool, consider at options of automating Service Strategy processes for now or the future. Leverage on Single System of Record o Be Practical and Creative! o Start with an achievable vision, strategy and build a roadmap
  19. 19. Thank You! For further info on related course/s, please see: http://www.iss.nus.edu.sg/ProfessionalCourses/CourseCatalogue.aspx Krist Yong Senior Consultant krist.yong@uxcconsulting.com

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