- Overview - Contract elements - Service deliverables - IT governance - Optimize - Process - Deliverables

1. Service execution

2. Objectives Service execution
• Overview
• Contract elements
• Service deliverables
• IT governance
• Optimize
• Process
• Deliverables

3. Overview
• Service – putting a framework in place within which
the contract execution will be governed, managed
and operated
• Typical governance structures include:
• Architecture
• Financial management
• Operational management
• Programme management
• Service delivery
• Management and operations should include
aspects of design, transition and operations
• Detailed understanding of service management
requires ITIL foundation and CITP as a basis

4. Contract
elements
• Contract elements of service execution in contract:
• Scope of services and breach
• Design of services and patterns
• SLA by which services will be measured
• Service credits associated with a service
• Reporting on the service
• Policies, processes, procedures including
standards (PPP Library)
• Examples: equipment, infosec,
governance, configuration
• Configuration management of service
• CSAT, rating approach
• Service pricing (considering volumes,
thresholds and alerts)
• Key personnel

5. Deliverables
• PPP Library
• CSAT survey
• TDDs
• SLM reports, KPI performance and breaches
• Benchmarking, outcomes and reports
• Reporting
• Daily, weekly, monthly, bi-annual, annual and ad-hoc
• Change, release, incidents, problems, capacity, availability, security and
disaster recovery

6. Deliverables
• Audit reports
• Financial reporting
• Asset reporting
• Renewal, disposals, EOL, inventory,
movements and trending.
• CMDB and accuracy reporting
• Service catalogue
• RAID log

7. Why do you need to optimize IT
governance?
Unmanaged and ad-hoc approaches to IT governance cause:
Long decision-making cycles.
Conflicting guidance around prioritization.
Absent or incomplete management of portfolios – no lifecycle approach.
Undocumented, incomplete knowledge and information, and no formal knowledge transfer.
Duplicated effort and technology redundancies between departments.
Shutting IT out of key IT decisions, and increased likelihood of “shadow IT.”
Having effective IT governance structure and processes will:
 Provide a formalized process for managing organizational decision-making.
 Save time and money by ensuring that time spent in meetings is effective, that the right people are in those meetings, and preserve IT’s ability to make the most
appropriate decision.
 Foster a culture of accountability for decision-making, identifying and resolving issues, and foster communication throughout the organization.
 Optimize risk by ensuring proper risk thresholds are understood, targeted, and ultimately managed.
 Optimize your resource allocation by reducing wasteful activities through proper allocation of authority through defined, documented, and communicated roles and
responsibilities.

8. The IT Governance process
Define the Corporate Value
Discipline, set IT Governance
objectives
Identify IT Governance
roadblocks, and set
metrics to demonstrate
governance value
Build IT Governance
Committees designed to
achieve corporate goals
Build an IT Governance process to
enable faster decision making
Establish an ongoing
implementation plan and
roadmap to ensure IT
Governance success
Begin the optimization of IT governance
Set
expectations
Current
state analysis
Build Committees
Build the IT
Governance
Process
Implement
and
communicate Assess
Build
Implement

9. IT Governance deliverables
Set
expectations
Current
state analysis
Build Committees
Build the IT
Governance
Process
Assess
Build
Implement
• Understand IT Governance
• Conduct a SWOT analysis
• Set objectives and metrics
• Identify current
structure road blocks
• Committee charter
• Participation & cadence
• Agenda and responsibilities
• Process flow
• Inputs & outputs
• Decision making thresholds
• Define policies
• Training
• Communication
• Implementation timelines
• IT Governance objectives
and metrics
• IT Governance committees
• IT Governance roles and
responsibilities
• IT Governance decision
making process
• Complete implementation
and communication
program
Implement
and
communicate
Key deliverables

10. Review
Service
execution
Outcomes
• Familiar with the how services are operated
• Review key aspects covered in service
execution
• Understand the role of IT governance