To be relevant, IT should lead the business through the maze of technology choices to deliver outcomes against business strategies and objectives. This seminar explains the starting point for delivering an outcomes based approach which will help IT reengineer its approach to service provision, and the power to chart and navigate the future

1. Business
Relevance -
ITSM which
delivers
business
outcomes

2. The state of the ITSM nation…

3. We’ve done a great job of utilising the
ITSM tools for Business As Usual
Service Desk
Incident Management
Request
Fulfilment
Event
Management
Problem
Management
Change
ManagementCMDB
Service Catalogue
SLA’s

4. IT Service Management
But then why don't
our business
colleagues always
see the value in our
Business As Usual
work?
What are we doing wrong?

5. There can be a better way…

6. Guidance
NEW
opportunities to
demonstrate value
colleagues
Listen AdviseConsult
Business Technology
Convergence
Business Outcome &
Objectives Aware
Partnership
to our business
Improvement
Progressive

7. the
picture
IT’S TIME FOR
IT
DEPARTMENTS
TO ADOPT
A SMART ITSM
APPROACH

8. What’s in it for
ITSM suitable for 21st century SMART Business and SMART Society
Integral business partner - valued and revered by your business peers
Capitalise on existing investment in ITSM tools
Progressive Service Management delivering outstanding experience and
value
Demonstrate Technology Leadership driving and enabling SMART Business
Business aligned Service Management capabilities to support
IT as a Service

9. SMART IT Service Management
Business As Usual
Incident Problem
Request
Change
Service Cat
Event
SLA
CMDB
5 Tenets
Business
Relationship
Management
Customer Experience Service Integration
Process Automation -
Lean IT
Continual Service
Improvement

10. SMART IT Service Management
Business Relationship
Management
ITIL 2011
Service Strategy
BRM Role
NY based formed in
2013
10000 members

11. Business Units
Who are we?
Where are the reporting lines? Who are the key stakeholders?
Capabilities
Colleagues Customer Experiences
Business Outcomes
Business Strategy
Strategic Business Goals
Mid - Long Term
C-Suite Business DirectionWhere are we heading?
Business Objectives
Tactical Objectives
S.M.A.R.T
How are we going to
achieve our strategic
goals?
Action Oriented with Clear Outcomes
Defines
Executed By
Business Relationship Management

12. Business Objectives
Tactical Objectives
S.M.A.R.T
How are we going to
achieve our strategic
goals?
Action Oriented with Clear Outcomes
Business Outcomes
Business Relationship Management

13. Business Outcomes
Business Relationship Management

14. Business Outcomes
Business Relationship Management
Unique ID
Current Status and Lifecycle
Business Objective Category
Linked Business Strategic Goal
Linked Business Sponsor and
Business Unit

15. Business Outcomes
Business Relationship Management
Business Objective Name
Time Bound

16. Business Outcomes
Business Relationship Management
Service
Portfolio &
Catalogue
Configuration Items
(CMDB) - Application
Portfolio, Process,
Infrastructure etc
IT Projects &
Developments
Link the Business Transformation and Portfolio Data

17. Business Outcomes
Business Relationship Management
Link the Business As Usual ITSM Data
BAU Data
Searching
Incidents Service Requests Problems Changes

18. A Holistic - 360 degree view of the IT relationship with the
Business Unit and Business Outcome
Business Objective
Business Unit
People
Business Goal
Services
Projects Incidents
Portfolio Catalogue
Requests Problems
CMDB
Changes

19. SMART ITSM
A Holistic -
360 degree
view of the IT
relationship
with the
Business Unit
and Business
Outcome

20. Any Questions ?

21. Thank you!
Simon Kent
Chief Innovation Officer
+44 7769 210228
@kent2112
simon.kent@sollertisltd.co.uk