Business Solutions through IT Service Design (for IT Startups)

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This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/business-solutions-through-it-service-design-for-it-startups-847


This presentation is useful for the start-up IT companies on priority, to implement the IT services design with ITIL V3 Standards.

In this ppt, I have shared some of the best practices or activities through ITIL V3 Service Design practices to implement incrementally for their organization.

Discussed with simulated issues, examples and practices are mapped to resolve them. With graphical charts on live issues/setup.

It helps to manage well their services and the running projects also. By following these practices, they can retain the customers of different projects.

This is not only for startup companies, it is meant also who wants to follow these practices for their smooth function of IT business.

I also emphasized on the required roles with examples/scenarios, during Service design practice as per the ITIL V3 standards.

If you are an experienced IT company and still want to know the process steps with live practices, you can use this presentation very well to apply the practices for the existing business.

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Business Solutions through IT Service Design (for IT Startups)

  1. 1. ITSM Design and practices for IT Startup company Business solutions for an IT start-up company through ITIL V3 Service Design Practices By Shanthi Kumar V, IT Management & Practices Consultant Contact: vskumar35@gmail.com
  2. 2. What are the sub-processes for Service Design ? Following sub-processes can help while adopting the service design of the ITIL V3: Note: In the next slide you can see these in a graphical chart. •Design co-ordination •Service catalog management •Service level management •Risk management •Capacity management •Availability management •IT Service continuity management •Information security management •Compliance management •Architecture management •Supplier management This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  3. 3. An example for Design Co-ordination Example/Scenario: Note: In the next slide, Continued the example. Let us assume, you have the .NET & Java technology services. Now you need to make them as offerings. You need to demonstrate the resources capabilities. You need to differentiate their skills, experiences and the roles they can play. And also you need to evaluate the .NET/Java services globally where all you can market and select those location based customers to demonstrate the services. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  4. 4. An example for Design Co-ordination Continued Example/Scenario: Note: In the next slide, you can see service catalogue management. Those are related to the new technology services offering, identifying the market and customer demand by using the support from IT steering group, etc. need to be planned and co-ordinated for design. So, all these functions need to be co-ordinated while applying this sub-process of Service design. The more effective and integrated co-ordination is applied with the relevant working groups, this way the designed services can be sold to the customer very faster as a team. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  5. 5. An example for Service catalogue management Continued Example/Scenario: Note: In the next slide, Continued the example. The BRM can collect the needed services from the customer and make sure it can be included in the new catalogue and the demand manager is aware of it. There can be lot of identified new services included in the catalogue with reference to the Steering group advises. So during services design c-ordination we have considered the examples of different services.This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  6. 6. Service level management[SLM] The Service level management sub-process plays a vital role for the IT operations while running the business with customers. Its purpose is to ensure the current and planned IT services are delivered to the agreed and achievable targets. The SLM is also responsible to show the continual service improvements. Note: In the next slide, The example is given. Definition: This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  7. 7. Example for Service level management[SLM] Continued Example/Scenario: Note: In the next slide, Continued the example. There are couple of agreements need to be entered during the SLM initiation for a customer. Service level agreements [SLAs] are negotiated with the business owners [of customers] as per the ITIL process As mentioned in the Example/Scenario the SLAs can be operated. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  8. 8. Example for Service level management[SLM] Continued Example/Scenario: Note: In next slide, Continued the example. There are hardware and software vendors. You might seek their support for hardware and software provision to execute the project. Depends on the project requirements, sometimes you might need a technical training from different training companies. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  9. 9. Example/Scenario: Example for Risk Management Note: In next slide, you can see the continuation of example on Risk Management. The threats can be; attacking the network by virus. It can break the network and the services operation can fail. Your SLA’s terms are violated now. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  10. 10. Capacity management Continued Definition: The capacity management is considered as a vital role throughout the life cycle; as part of service strategy. The capacity requirements for a new service are considered as part of the service evaluation to ensure the service is meeting the real need of the customer. During the design the service is engineered to cope up the demand and to be flexible enough and to be able to adjust to meet the changing capacity requirements. Note: In next slide, you can see the example of Capacity Management. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  11. 11. Example/Scenario: Example for Capacity Management You can not charge to the customer while demonstrating the POCs, which is a part of your company’s pre-sales activity. You are supposed to educate them on your capabilities competitively to get the business with this activity. Hence your investment cost need to be measured in this case under strategic business requirements. Note: In next slide, you can see the definition of Availability Management. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  12. 12. Example/Scenario: Example for Availability Management Additional efforts need to be spent by the resource after the network is available or restarted the IT services. There is a possibility, the customer CSAT also can reduce with these interruptions. Basically there should be a role that can monitor or assess the risks on services availability while trying to sustain the IT services retention. Note: In next slide, you can see the definition of IT service continuity management [ITSCM] This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  13. 13. Example/Scenario: Example for ITSCM As we have been discussing on the network failures due to virus attack. These kind of technical failures mitigations need to be assessed in advance. Please note you also need to get the list of the risks mitigations from the project resources, so that they will also have the responsibility to prevent the services disruption to the customer’s business continuity. Ultimately, their efforts are also can be in a fruitful way towards their task completion on time. Note: In next slide, you can see the continuation of the example of Availability management. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  14. 14. Example/Scenario: Example for ISM It is the fundamental responsibility of the IT organization to follow the ISM, before they offer the services to any client. Across the projects this need to be applied as a thumb rule on a continuous and constant basis. The relevant education need to be provided to the resources as per the customer projects and their assets protection. The ISM process is responsible to produce and maintain the Information security policy [ISP] in the company. This policy document should be available to all the IT Staff, customers, and the users. Note: Note: In next slide, you can see the example of Information Security Management. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  15. 15. Example for ISM This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  16. 16. Architecture management Definition: This process helps in defining the blueprint of the future development of the company’s technical infrastructure, considering different aspects on new technologies, market demand or directions and service strategy. The Capacity management also needs to work closely with this process step. Note: In next slide, you can see the example of Architecture management. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  17. 17. Example/Scenario: Example for Architecture management Note: Note: In next slide, you can see the continuation of example of Compliance management. . You need to have a technical infrastructure to prove any kind of Proof of concept [POC] project to the customer. Before applying these POCs’ we need to test these tasks or services in the company’s premises through the competent resources. Hence the Architecture management plays a vital role to demonstrate the services designed towards the services of the customers. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  18. 18. Note: In next slide, you can see the Service design organization. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  19. 19. The roles required for Service design Note: In the next few slides you can see the functions of the roles. Application manager Capacity manager Availability manager Compliance manager Enterprise architect Information security manager Risk manager IT Service continuity manager Service Catalogue manager Service design manager Service level manager Service owner Technical Analyst Supplier manager ITIL recommends the following functions or roles to implement and manage the service design: This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  20. 20. The Application manager Example/Scenario for Application manager role: We have seen many ITIL processes and sub-processes. To implement these steps, we need to have the automated process applications. It means the relevant software applications need to be built within the organization to meet the compliances of all the sub-processes and the relevant policies and procedures. Using these applications the service provider should be able to generate the periodical performance metrics. And can see the progress of the IT services along with the improvements. Note: In the next few slides you can see the functions of the roles. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  21. 21. The Availability manager Availability manager: As we have seen in the availability management sub-process, the availability manager need to make sure in defining, analyzing, planning, measuring, and improving all aspects of the availability of IT services. This manager also need to make sure for ensuring the entire IT infrastructure, processes, tools, and roles are appropriate for the agreed service level targets towards their availability. The SLA terms need to be followed while planning the services availability. Note: In the next few slides you can see the functions of the roles. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  22. 22. The Compliance manager Example/Scenario for Compliance manager role: This manager is overall responsible to the operations of the compliance management. The NCs [Non-compliances] need to be identified and make sure the relevant process improvements are being followed to close the NCs. The NC prevention is an activity, need to be planned and executed. Note: In the next few slides you can see the functions of the roles. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  23. 23. The Information security manager Information security manager: Please refer to the contents mentioned in ISG. The information security management role is accountable for ensuring confidentiality, integrity and availability of an organization’s assets, information, data and IT Services. Note: In the next few slides you can see the functions of the roles. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  24. 24. The Risk manager Example/Scenario for Risk manager role: As mentioned in risk management scenario, the virus attack may be one small example. There are so many ways the threats can occur in technical areas and non- technical areas. Hence the risk management is better to list the risk mitigations for different assets in advance. By using the identified list of risks, the possibility of their vulnerability and the contingency plans need to be applied pro-actively. When the risks mitigation and contingency plans are ready they should be intimated to the relevant project teams and coach them more on the contingency plans to achieve the productive results. This way the SLA terms are also being met by the teams to meet the targets. Note: In the next few slides you can see the functions of the roles. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  25. 25. The IT Service continuity manager Example/Scenario for IT Service continuity manager: Apart from the technical disasters like; server crashing, network failure there can be natural calamities also [if you observe globally]. This role need to plan such cases also, by predicting them and showing a contingency plans to continue the IT services. If we could recollect, there are lot of outsourcing companies offer the same projects from different locations also to demonstrate their contingency plans during the disaster cases. So the customer can have compliance to their SLAs from these vendors if any disaster happens their business continuity can be there. Hence the ITSCM need to work closely with the Risk management team to plan the services continuity. This team also needs to make sure, in view of the internal team support the OLAs are clear against to the SLAs. Similarly the UCs also. So that we can ensure, all these terms and conditions are integrated in meeting the SLAs. Note: In the next few slides you can see the functions of the roles. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  26. 26. The Service design manager Service design manager: If we recollect all the above functions, the IT service provider needs to perform different roles to initiate new services. After initiation, a service design needs to happen. The role of Service design manager is for producing quality, secure and resilient designs for new or improved services. This role has responsibility to produce and maintain the documentation also. Note: In the next few slides you can see the functions of the roles. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  27. 27. The Service level manager Example/Scenario for Service level manager: Recollect the examples mentioned in the Service level management. This role need to make sure the timely services availability, meeting the SLAs targets, OLAs targets, UCs contractual terms are meeting and the relevant infrastructure on-time availability. Depends on the identified gaps in the services, the continual service improvements are happening for the business continuity. Note: In the next few slides you can see the functions of the roles. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  28. 28. The Technical Analyst Technical Analyst: As we I have been mentioning the importance of the capacity management and the setup of Center of excellence [COE], there are several technical areas and their competencies need to be setup while planning for IT services. The capacity management needs different Technical analysts to support those activities. The technical analyst role provides technical expertise and support to the management of the IT Infrastructure. Depends on the size of the capacity management or their needs, there can be one or more than one or a team of technical analysts in one technical area. This role plays as key contributor in the technical aspects of services designing, testing, operating and improving the IT services in a particular technology area. This team is also responsible to build the required skills to operate the IT infrastructure. Note: In the next few slides you can see the functions of the roles. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  29. 29. The Supplier manager Supplier manager: The supplier manager is responsible to ensure the value for the money is obtained from all the suppliers. This role also needs to make sure the supplier is meeting Underpinning contract [UC] commitments timely to continue the business without interruption. Example/Scenario for Supplier manager: Let us recollect the discussed examples related to the UCs during service continuity management roles. The UCs verification and making sure the suppliers are intact with the timely business requirements is very essential to this role. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/business-solutions-through-it-service-design-for-it-startups-with-live-practice-examples-847
  30. 30. 1 Flevy (www.flevy.com) is the marketplace for premium documents. These documents can range from Business Frameworks to Financial Models to PowerPoint Templates. Flevy was founded under the principle that companies waste a lot of time and money recreating the same foundational business documents. Our vision is for Flevy to become a comprehensive knowledge base of business documents. All organizations, from startups to large enterprises, can use Flevy— whether it's to jumpstart projects, to find reference or comparison materials, or just to learn. Contact Us Please contact us with any questions you may have about our company. • General Inquiries support@flevy.com • Media/PR press@flevy.com • Billing billing@flevy.com

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