Considering the Customer Experience- Providing Enterprise Services

2. Credentials • Me: Nan Braun • CEO Thavron Solutions • nbraun@thavronsolutions.com/ @thavronsol / http://thavron.com/blog • Corporate IT – many roles- “hands” on to BRM to architecture • CTO, ontological modeling • Director, TBM Practice • You? Copyright 2014 Thavron Solutions, LLC

3. Catalog & Asset Management Service Costing & Billing Product & Project Management Supplier / Vendor Management Service Portfolio A Framework for Business Service Success Copyright 2014 Thavron Solutions, LLC Financial LifecycleProduct Lifecycle TM

4. Catalog & Asset Management Supplier / Vendor Management IT Service Management Copyright 2014 Thavron Solutions, LLC IT Component Catalog Incident management IT Service Catalog Incident Prevention Business Service Catalog Customer Experience Management

12. Service Costing mistakes that break the customer experience: • Billing Consumers on actual costs when cost drivers are not scale-able • Service units that are difficult to manage • IT Component Services vs. Business Services • Services with bad proxy allocations to the business • Pass Thru SLAs Copyright 2014 Thavron Solutions, LLC

21. PC Service Cost Modeling Copyright 2014 Thavron Solutions, LLC GL Account 6879099 GL Account 6879123 GL Account 6879224 Service Desk OnSite Support PCs PCXX23 PCXX34 PCXX45 PCXX56 PCXX67 1: 1 per PC

22. PC Service Cost Modeling Copyright 2014 Thavron Solutions, LLC GL Account 6879099 GL Account 6879123 GL Account 6879224 Service Desk OnSite Support PCs PCXX23 PCXX34 PCXX45 PCXX56 PCXX67 1: every up to 10 PCs

23. PC Service Cost Modeling Copyright 2014 Thavron Solutions, LLC GL Account 6879099 GL Account 6879123 GL Account 6879224 Service Desk OnSite Support PCs PCXX23 PCXX34 PCXX45 PCXX56 PCXX67 Tickets of type “PC” spread evenly

26. TCO Service Costing: Copyright 2014 Thavron Solutions, LLC GL Account 68790992 GL Account 68791234 GL Account 68792244 DataCenter Storage Server hardware Software GL Account 68792254 Physical Server TCO Virtual Server: AAJoe123 AASue225 AAPat334$1200 $400/each

27. TCO Service Costing: Copyright 2014 Thavron Solutions, LLC GL Account 68790992 GL Account 68791234 GL Account 68792244 DataCenter Storage Server hardware Software GL Account 68792254 Physical Server TCO Virtual Server: AAJoe123 AAPat334$1200 $600/each

28. Exposing Actual Costs to Consumers is Dangerous • Not all Cost components are on a 1:1 ratio • Unit rates are the most important number for a consumer • If you are doing showback or chargeback, calculate the Consumer cost based on a fixed unit rate- not on actual costs. • Variance is for INTERNAL IT “run the business” decisions- not for exposure to the external consumer. Copyright 2014 Thavron Solutions, LLC

34. Non-TCO Service Costing: Copyright 2014 Thavron Solutions, LLC GL Account 68790992 GL Account 68791234 GL Account 68792244 DataCenter Storage Servers Database GL Account 68792254 DataCenter Storage Servers Database

35. TCO Service Costing: Copyright 2014 Thavron Solutions, LLC GL Account 68790992 GL Account 68791234 GL Account 68792244 DataCenter Storage Servers Database GL Account 68792254 SAP Email TimeEntry Sharepoint Servers Applications

41. Typical SLA scenario Copyright 2014 Thavron Solutions, LLC Outsourced Service Provider We can deploy new Virtual Servers in 6 hours What goes into the Service Catalog? Virtual Servers: “We can deploy new Virtual Servers in 6 hours”

42. What it actually takes to deploy a Virtual Server Copyright 2014 Thavron Solutions, LLC Business Request Form Request Received by BRM, vetted Request Review by Architecture Good ?No Request put in Queue in Ops Team OutSourced Service Provider Process Virtual Server Deployed 6 hrs later Yes

43. Bringing Business to the Center • To align and enable the business, IT must bring the business back to the center of what they do. • Put yourself in your customer’s shoes before releasing Service Definitions and costing to them • Business Value = Bottom line – Business Value= Order to Cash experience + Usage Value Copyright 2014 Thavron Solutions, LLC

45. Catalog & Asset Management Service Costing & Billing Product & Project Management Supplier / Vendor Management Service Portfolio Leverage ITFM info: build your platform for Success Copyright 2014 Thavron Solutions, LLC Financial LifecycleProduct Lifecycle TM