Govern IT

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Best Practice ITSM in Box

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Govern IT

  1. 1. IT Service Management Transformation ServicesUtilising the GovernIT frameworkand Service-now.com<br />
  2. 2. Agenda<br />Introduction to the TransformIT Methodology<br />Overview of the ‘GovernIT’ Framework<br />GovernIT and Service-now.com<br />Benefits of GovernIT<br />Benefits of the Partners in IT/Service-Now.com Partnership<br />
  3. 3. Summary<br />Work with the IT organisations within large businesses to deliver cost savings and service improvements via a combination of technologies, ITIL based processes and organisational change.<br />Project Services, Managed Support Services, Technology Sales<br />35 Staff<br />Bracknell, Berkshire<br />
  4. 4. Partners in IT Approach<br />Creating Certainty<br />Maximise<br />Value<br />Deliver Outcomes<br />
  5. 5. to enable Service Management Maturity<br />Stage: Baseline<br />“Creating Certainty”<br /><ul><li>Service Management Review
  6. 6. Baseline against Best Practise
  7. 7. Align to Business Needs
  8. 8. Scope Transformation
  9. 9. Scope Processes
  10. 10. Scope Technology
  11. 11. One size does not fit all</li></li></ul><li> Realise Change<br />Stage: Transform<br />“Deliver Outcomes”<br /><ul><li>Govern IT
  12. 12. Phased Implementation Plan
  13. 13. Delivery of aligned process model
  14. 14. Data collection</li></ul>Organisational alignments<br /><ul><li>Cultural alignments
  15. 15. Tool Implementation
  16. 16. Training & Testing
  17. 17. Go-Live Transition</li></li></ul><li> Maintain Optimal Performance<br />Stage: Optimise<br />“Maximise Value”<br />Support Services<br />Semi & Fully Managed Services<br />Platform Development<br />Measure Against Baseline<br />CSIP Review & Action Plan<br />Account Reviews<br />Aligned Resources<br />
  18. 18. Optimise<br />Maximum Value<br />IT Implementation<br />
  19. 19. BI, Fully Integrated End to End SO, Centralised CMDB<br />Partner<br />Best Practice <br />Service<br />Organisation<br />SLM, Service Impact Management, KPI Reporting<br />Trust<br />BSM/<br />Service<br />Management<br />Problem Configuration<br />& User Experience<br />Customer Relationship Style<br />Respect<br />Application<br />Operation/<br />Service Delivery<br />Incident, Change<br /> & Event Mgt ++<br />Commodity<br />Cost/User/Application<br />IT/Service<br />Operations<br />Event/Procedural<br />Business/Innovation<br />Service/Process<br />Application/Complex<br />Operational Development Stage<br />
  20. 20. Benefits of Maturity in SM<br />Cost effective delivery of services to the business<br />SMCapability<br />Enhancements<br />Integrated Processes<br />Management<br />Dashboard<br />Practitioner<br />Reports<br />Project Delivery<br />Service Requests<br />Configured Tools<br />Enables….<br /><ul><li>Sourcing of services
  21. 21. Server consolidation
  22. 22. Review of underpinning contracts
  23. 23. Improvements in cost of service
  24. 24. Re-charge of IT costs to business units
  25. 25. Less time spent managing & more time leading</li></li></ul><li>Overview of <br />A hosted governance repository<br />Published IT processes and governance documentation<br />Seamlessly linked to Service-now.com for one ITSM portal<br />
  26. 26. Overview of<br /><ul><li>Best practice ITSM processes
  27. 27. Links to supporting ITSM documentation
  28. 28. Tool configuration to support, automate & enforce the documented processes
  29. 29. Linkage between Tool & process documentation
  30. 30. On line training
  31. 31. On line reference</li></ul>Bridges gap<br />Between ITIL<br />and tool<br />
  32. 32. ITSM Processes<br />Best practice ITSM process documentation<br />4 Levels of process detail<br />Top level view, process flows, procedure flows & work instructions<br />Hotspot clicking and navigation aids for accessing levels of detail<br />Pan and zoom for process and procedure viewing<br />
  33. 33. ITSM Processes<br />Based on a decade of ITSM experience<br />80% of company IT processes are very similar<br />Avoids reinventing the wheel<br />Quickly achieve fully documented processes to<br />Admin portal for making changes or loading customer written processes<br />
  34. 34. Links to Documentation<br />Role definitions<br />Process overviews<br />Process ‘manual’ print facility<br />Policy (or other ITSM related) documents <br />Glossary<br />Release notes<br />Help facility<br />
  35. 35. Service-now.com Tool Configuration<br />Best practice starting point<br />process configuration set for the tool<br />ITIL recommended process enforcement<br />Prebuilt ITIL aligned business logic and Roles<br />Best practice built into forms and field values<br />Documented configuration<br />A wealth of implementation collateral, Workshop documents,Project plans etc.<br />
  36. 36. Service-Now.com Integration<br />Access via GovernIT Application & Module<br />Links to GovernIT specific processes from relevant Forms<br />Process information & work instructions viewable as you work in the tool<br />Tool ConfigSupports and Enforces the Processes<br />
  37. 37. Benefits of<br />Gartner: “Service-now.com lacks an implementation services methodology for complex process guidance”<br />Gives Service-now.com what Gartner says is missing!<br />ONE ITSM tool and documentation portal repository<br />Ideal training platform<br />Focal point for audit<br />Fast-track process led implementation approach<br />Tool config aligned to process support & enforcement<br />Context specific access to process documentation from within the tool <br />
  38. 38. Benefits of the PiIT/Service-now.com Partnership<br /><ul><li>A shared passion for:
  39. 39. Successful IT Service Management
  40. 40. Integrity and Clarity
  41. 41. Customer Success
  42. 42. Partnership Delivers:
  43. 43. The technology platform for 2011 and beyond
  44. 44. The Service Transformation Experts in UK and EMEA
  45. 45. Components
  46. 46. Complementary Approach to IT Service Management
  47. 47. A process model developed SPECIFICALLY for Service-now.com
  48. 48. Fully integrated Support and Implementation organisation</li></li></ul><li>Partners in IT Client List<br />Central<br />GovtAgencies<br />Govt & Health<br />Retail<br />Financial<br />Manufacturing<br />Telecoms<br />Service Providers<br />Enterprise<br />
  49. 49. Review<br />Introduction to the TransformIT Methodology<br />Overview of the ‘GovernIT’ Framework<br />GovernIT and Service-Now.com<br />Benefits of GovernIT<br />Benefits of the Partners in IT / Service-Now.com Partnership<br />

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