Getronics IT Service Management Services

1. Service Management
Assessment Services
Service Management Consulting
Chris Miles
/ TITEL
January 09 PUBLIC
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2. Contents
• Assessment Service Overview
• Scope
• Approach
• Deliverables
07 OCTOBER 2009 GETRONICS CONFIDENTIAL

3. Service Management Assessment Services
• In order to manage an environment you must measure it to assess and
understand what is performing well and what needs further attention
• Best Practices, such as ITIL, ISO/IEC 20000, 27001 and 19770 offer the tools to
be able to establish that baseline, and a position to work towards
• The combination of best practice information from ITIL and ISO combined with
the methods and rigour of CMM provide an effective way to assess and improve
your environment
• Consultancy led engagements to identify areas for improvement and efficiency
savings within your organisation, through recommendation based reports to
form the basis of Continuous Service Improvement Plans
• Built upon our long experience of providing assessment services and through
constant development in line with emerging standards and involvement with
industry bodies
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4. Service Management Assessment Services
Assessment Description
ITIL V2/V3 Process Maturity Assessment:
CMM based assessment of the maturity of the ITIL disciplines,
offering interview, workshop and desk-side based analysis,
management reports with detailed maturity assessment, complete
with prioritised conclusions and recommendations forming the basis
of rigorous Continuous Service Improvement Programme.
ISO/IEC 20000 Pre-audit assessments
IT Service Management standard pre-audit assessments, identifying
non-compliance and recommendations for compliance.
ISO/IEC 27001 Pre-audit assessments
Information Security Management standard pre-audit assessments
identifying non-compliance and recommendations for compliance.
ISO/IEC 19770 Pre-audit assessments
Software Asset Management (SAM) standard pre-audit assessments
identifying non-compliance and recommendations for compliance.
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5. Scope
ITIL v2 ITIL v3 ISO/IEC 20000 ISO/IEC 27001 ISO/IEC 19770
•Service Desk / Incident •Service Portfolio •Management •Security Policy •Corporate governance
•Problem •Demand Responsibility •Organization of •Acquisition
•Change •Financial •Documentation Information Security •Change
•Config •Availability Requirements •Asset •Competence in SAM
•Release •Capacity •Competence, Awareness, •Human resources security •Conformance verification
Training •Physical and
•SLM •Service Catalogue •CSI
•Plan ITSM environmental security
•Availability •Supplier •Corporate governance
•Implement ITSM •Communication and
•Capacity •Security •Financial
•Monitor, measure , operations
•ITSCM •SLM •Implementation of SAM
review •Access Control
•ITFM •ITSCM •Incident
•CSI •Information systems
•Change •Monitoring and Review
•PINCS acquisition, development
•Asset and Config and maintenance •Planning
•SLM
•Knowledge •Information Security •Policies, processes,
•Service Reporting
•Transition and Support Incident procedures
•ITSC and Availability
•Service Validation •Business Continuity •Problem
•Capacity
•Release and Deployment •Compliance •Relationship and contract
•Information Security
•Event •Retirement
Mgmt
•Request Fulfilment •Roles and Responsibilities
•BRM
•Incident •Security
•Supplier
•Access •Service level
•Incident
•Problem •Software
•Problem
•7 Step Improvement •asset control
•Configuration
•Service Reporting •deployment
•Change
•CSI •development
•Release
•licensing compliance
•release
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6. Approach
• Stage 1: Assessments
– Cultural Assessment
– ITIL Process Maturity Assessment
– Standards Pre-audit Assessment
• ISO/IEC 20000
• ISO/IEC 27001
• ISO/IEC 19770
• Stage 2: Prioritisation and Planning
– People and process prioritisation & detailed programme planning
– Performance targets & Programme metrics planning
07 OCTOBER 2009 GETRONICS CONFIDENTIAL

7. Approach – Stage 1: Assessments
Sponsor & Sponsor & Interviewees & Consultants & Consultants &
2 consultants interviewees Consultants QA team Sponsor
    
Intake Kick-off Process Report Report
Meeting Presentation Maturity Generation Handover and
Questionnaires Presentation
Intake Kick-off
Meeting Presentation

Culture
Culture Survey
Survey
Questionnaires
Questionnaires
 problem definition
 scope scope problem definition problem definition
reason answer formulation
 organisational explanation
organisational
context organisational context
context prioritised plan
 selection of
interviewees
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8. Maturity Levels using CMM based method
Evaluate: Process and Technology Maturity against Best Practice
5 Optimisation
4 Integration
3 Control
2 Awareness
1 Initiation
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9. ITIL Process Maturity Assessment
• ITIL® Process Maturity Assessment Service
• Objective rather than subjective view of maturity and effectiveness
• Assessment, recognising organisational relevance as well as the “perfect world”
• Repeatable, defined maturity benchmarking assessment using the methods of
the Capability Maturity Model for process (CMM)
(Independent analyst view from Gartner that CMM is the most effective method
for assessing process maturity and the basis for improvement)
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10. Typical output from assessment…
Process Maturity using CMM
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11. Typical output from assessment…
Cultural Assessment
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12. Deliverables – Stage 1: Assessments
• Management report, documenting:
– Management Summary
– Problem definition
– Scope
– Organisational context
– Process observations regarding maturity and effectiveness
– Current state process maturity Conclusions
– Graphical representation of maturity gap analysis
– Desired state process maturity Recommendations
– Cultural assessment analysis
– Graphical representation of cultural assessment analysis
07 OCTOBER 2009 GETRONICS CONFIDENTIAL

13. Approach – Stage 2: Planning
Sponsor, Sponsor & Sponsor &
Process owners & interviewees interviewees
2 consultants
  
Prioritisation Programme (People)
Workshop Planning Performance
Targets /
Continuous Objectives
Service
Improvement
Programme

(Process &
Technology)
Programme
metrics
Review of recommendations Planning CSFs
Agreement on Resource KPIs
recommendations Cost Targets
Agreed priority and Integrated plan
ownership of process based CSIP
actions
07 OCTOBER 2009 GETRONICS CONFIDENTIAL

14. Deliverables – Stage 2: Planning
• Project / Programme Plan
– Prioritised task level programme plan that maps to Assessment
Management Report recommendations
– Resource estimates
– Time and cost estimates
– Task dependencies
• Performance targets & Programme metrics planning
– Suggested Critical success factors (CSFs) and Key Performance Indicators
(KPIs) at an individual process and programme level
– Suggested objectives for staff that support CSFs and KPIs
07 OCTOBER 2009 GETRONICS CONFIDENTIAL

15. / TITEL PUBLIC