ITSM Presentation

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ITSM Presentation

  1. 1. IT Service Management Hanover Technology Group June, 2011
  2. 3. IT Service Management in HTG <ul><li>What is Service Management? </li></ul><ul><li>What’s in it for HTG? </li></ul><ul><ul><li>Our Business Partners? </li></ul></ul><ul><li>2011 Goals and Objectives </li></ul><ul><li>Service Management Initiative </li></ul><ul><ul><li>ITIL </li></ul></ul><ul><ul><li>Service-Now.com </li></ul></ul><ul><li>Training Offerings </li></ul><ul><li>Q & A </li></ul>
  3. 4. What is Service Management? <ul><li>By Definition: </li></ul><ul><ul><li>Service Management is the overall solution philosophy to maximize the value that technology brings to the business. It is a set of specialized capabilities for providing value to customers in the form of services. Service Management also brings transparency to IT Operations and encourages IT and business partners alike to speak the same language. </li></ul></ul><ul><ul><li>A Service is a means of delivering value to customers by facilitating the outcomes customers expect and want to receive. </li></ul></ul><ul><ul><li>HTG Examples: </li></ul></ul><ul><ul><ul><li>E-mail </li></ul></ul></ul><ul><ul><ul><li>Print </li></ul></ul></ul><ul><ul><ul><li>System Availability </li></ul></ul></ul>
  4. 5. Compare & Contrast <ul><li>ITSM shifts the way technology organizations provide services – from providing them in “parts and pieces”, to providing services that are seamlessly aligned to business objectives. </li></ul><ul><li> </li></ul>Technology Focus “ Fire-Fighting” Reactive Users Centralized Isolated / Silos “ One Off” / Ad Hoc Informal Processes IT’s Internal Perspective Operational Specific Process Based Focus Preventative Proactive Customers Multi-Sourced Integrated / Enterprise-Wide Repeatable/Accountable Best Practice Business Perspective Service Oriented Transforms To:
  5. 6. What’s in it for HTG? <ul><li>Benefits for HTG: </li></ul><ul><ul><li>Increased customer satisfaction with IT Services </li></ul></ul><ul><ul><li>Raises the awareness and understanding of how IT services align to business operations and success </li></ul></ul><ul><ul><li>Leverage the best practices and framework of ITIL to provide structure </li></ul></ul><ul><ul><li>Financial and capacity savings by eliminating rework or lost time </li></ul></ul><ul><ul><li>Improved decision making and risk management </li></ul></ul><ul><ul><li>Provides the structure and traceability to reduce P1 tickets (core outages) through proactive management </li></ul></ul><ul><ul><li>Provides a foundation to adapt and scale with ease </li></ul></ul><ul><ul><li>Fosters a collaborative approach for business discussions and decision making </li></ul></ul><ul><ul><li>Allows us to provide differentiating capabilities that </li></ul></ul><ul><ul><li>make us a world-class organization </li></ul></ul><ul><ul><li>Enables change, opportunity and next generation IT! </li></ul></ul>
  6. 7. What’s in it for Our Business Partners? <ul><li>Benefits for our Business Partners: </li></ul><ul><ul><li>Increased profits and revenue through improved services (system availability) </li></ul></ul><ul><ul><li>Capability to better leverage HTG to collaborate and consult in facilitating business transformation </li></ul></ul><ul><ul><li>Improved services and fewer interruptions (down time) experienced as a result of support being aligned across business processes </li></ul></ul><ul><ul><li>Increased quality as a result of the focus on continual measurement and improvement at the service level </li></ul></ul><ul><ul><li>Streamlined communication and action for incident resolution </li></ul></ul>
  7. 8. 2011 Goals & Objectives <ul><li>Aligned with and support the goals of the CIO </li></ul><ul><ul><li>Building a Service Management Culture </li></ul></ul><ul><ul><li>Implementing Risk Management Governance Models </li></ul></ul><ul><ul><ul><li>Ensure the right metrics are being monitored </li></ul></ul></ul><ul><ul><ul><li>Ensure metrics provide actionable results </li></ul></ul></ul><ul><li>Development Planning </li></ul><ul><ul><li>Work with your manager to incorporate updates </li></ul></ul><ul><ul><ul><li>Training / Education </li></ul></ul></ul>
  8. 9. ITIL <ul><li>Information Technology Infrastructure Library </li></ul><ul><li>Developed in the 80’s-90’s by what is now the Office of Government Commerce, under contract to the UK Government </li></ul><ul><ul><li>First revision in 2000-2002 (V2) </li></ul></ul><ul><ul><li>Second revision in 2007 (V3) </li></ul></ul><ul><li>ITIL is the structure and framework which describes best practices in IT Service Management and establishes a framework for governance. ITIL processes focus on a plan of continuous measurement and improvement, ultimately enhancing the quality of services we provide to the business. </li></ul><ul><li>It’s not all in a name! ITIL applies to all of us in HTG! </li></ul>
  9. 10. ITIL Service Management as a Lifecycle
  10. 11. Our Service Management Initiative Scope <ul><li>ITIL V3 has functions and processes that align with each phase. Our 2011 initiative scope includes the following: </li></ul><ul><li>Service Operation </li></ul><ul><ul><li>Incident Management - Restore normal state as quickly as possible to minimize impact on business operations </li></ul></ul><ul><ul><li>Problem Management - Minimize the impact of incidents and problems and initiate actions to prevent reoccurrences </li></ul></ul><ul><li>Service Transition </li></ul><ul><ul><li>Configuration Management - To identify and record configuration items and the relationships that underpin services </li></ul></ul><ul><ul><li>Change Management – Coordinate and control changes to </li></ul></ul><ul><ul><li>IT services to minimize impacts of change to business </li></ul></ul><ul><ul><li>operations </li></ul></ul>
  11. 12. Our Transformation <ul><li>Our journey continues…. </li></ul>Perception of IT Enable Service IT Governance Business Value IT Valued Service Consultancy ITSM & Service-Now Metrics that Matter Business Value IT Realized
  12. 13. Service-Now.com <ul><li>Automation that will enable us to transform to a Service Management organization, providing services beyond what we leverage with Service Center </li></ul><ul><li>Service-now.com provides a suite of on-demand IT service management solutions offered through software as a service (SaaS). </li></ul><ul><li>Provides the capability to leverage the tool and associated processes Enterprise-Wide. </li></ul><ul><li>Check out a demo of Service-Now.com via a link from the ITSM Social Text Page! </li></ul>
  13. 14. Training Offerings <ul><li>LMS Courses </li></ul><ul><ul><li>Course catalog </li></ul></ul><ul><ul><li>Self elected </li></ul></ul><ul><ul><li>1 to 3.5 hour sessions </li></ul></ul><ul><ul><li>Recommended </li></ul></ul><ul><ul><ul><li>ITIL V3 Overview: Introduction to the ITIL V3 Framework </li></ul></ul></ul><ul><li>Service-Now </li></ul><ul><ul><li>Hands on Training Being Scheduled – 7/25 – 8/5 </li></ul></ul><ul><li>Check out more at our Social Text site! </li></ul><ul><ul><li>https:// socialtext.allmerica.com/itsm/itsm </li></ul></ul>
  14. 15. Thank you! Questions & Discussion

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