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Actionable Steps to Elevating your IT Service Management
The document outlines actionable steps for enhancing IT service management (ITSM) through continual improvement strategies. It introduces the Ivanti ITSM attainment model, detailing various maturity levels from unmanaged to transformed, emphasizing the need for operational excellence and alignment with business goals. Key recommendations include making ITSM a business initiative, aligning improvements with business priorities, and focusing on continual service improvement.
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Actionable Steps to Elevating your IT Service Management
- 1. Actionable Steps toElevating your IT Service Management Kevin J Smith Dave Martinez July 18, 2018
- 2. Housekeeping • All callerson Mute. Please also mute on your side if possible in case there are any Webex issues • Enter Questions with the Q&A feature. Will follow up after broadcast • Session will be recorded and distributed later • Follow on Twitter: • #ivantiwebinars • @kevinjsmith4IT
- 3. Agenda Overview Whythe need for continual improvement How attainment makes a difference What are the characteristics of attainment Recommendations
- 4. Why we needContinual Improvement Competitive pressure for new features faster Business changes – M&A, new markets, new offerings Business expectations not being met by IT services Cost pressure to utilize cloud and outsourcing Growing diversity in supplier portfolio Increasing compliance and regulatory oversight
- 5. Introduction to IvantiITSM Attainment Model Reactive Proactive Turbulent Managed
- 6. Introduction to IvantiITSM Attainment Model Digital transformation for business agility requires operational excellence Provides a roadmap for next steps Model helps customers build the business case for investment Customers should strive to mature their ITSM discipline to achieve a level of visibility and insight that makes their organization nimble, cost transparent and reduces risk
- 7. Audience for ITSMAttainment ROLE Input Expectation Benefit CEO Board level commitment Strategic agenda for IT drives improved services Ability to leverage IT for sustainable market growth Business Users Interaction preferences / response times / needs More autonomy and less dependency on IT Greater business agility, responsiveness & innovation CFO Financial commitment Cost of Service, perform to budget Improved ROI, Lower TCO COO Business service priority IT reliability & performance Improved IT/Business Agility CISO Risk and threat priority Policy and compliance adherence Reduced risk, improved threat response CIO / CTO IT operating policy / architecture IT steps up for the business; secure the IT infrastructure Increased value of Business services from technology
- 8. Drivers for ITSMAttainment Advancement Production Outages Slow to resolve issues Lack of focus on business critical issues Too long to approve and release changes Inability to track and govern actions for audit Lack of planning and predictability QUALITY – PERFORMANCE - COST
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- 10. Ivanti ITSM AttainmentModel LEVEL 5 LEVEL 4 LEVEL 3 LEVEL 2 LEVEL 1 Unmanaged No visibility, control or consistency Tracking Reactive consistency Managed Defined Workflow Optimized Proactive Automation Transformed User-centric Digital experience
- 11. Level 1 Unmanaged Level2 Tracking Level 3 Managed Level 4 Optimized Level 5 Transformed Agility management creates total visibility into the effectiveness of business outcomes from IT. Leveraging IT as a competitive organizational strength. Embracing innovation with the ability to manage risk. Tactical & reactive. Issues and request are resolved ad-hoc, without visibility of status or impact. Requests are fulfilled on first come first serve basis. Queue management enables issues and requests to be tracked and response time measured. However teams respond to problems without being strategic. Unable to gain full visibility into business needs and impact. Process management has enabled IT to understand how activities get done in IT, and prioritize actions. Coordination of changes is reducing outages impacted by releases. Support is more efficient at resolving incidents, however business impact is still uncertain, and change analysis is too slow. Service management creates visibility of business priorities and relationship between business functions and IT services. IT can more effectively plan work, create effective automation, and deliver on IT strategy.
- 12. Initial Resources versusAchieved Value Level 3 Managed Level 4 Optimized Level 5 Transformed Required Resources Achieved Value Level 2 Tracking Level 1 Unmanaged
- 13. Ivanti ITSM AttainmentModel Levels Tracking Managed Optimized Transformed Level 1 Level 2 Level 3 Level 4 Level 5 Unmanaged Cost Time Risk QoS
- 14. ITSM Attainment Model UnmanagedTracking Optimized No Leadership No Tools No Process No Standards No visibility No Reporting Service desk Leads Helpdesk Tools Incident, Request processes only Manual ITAM No Policy No Standardization No Knowledge IT Leadership Leads Project Embedded Business Services focused Demand, Capacity & Availability aligned with Business Event Management – CMDB driven Managed IT Ops Leads Change & Release Tracked Configuration / Basic CMDB Basic Problem Knowledge DB Cost Time Risk QoS Transformed Business/Board Leads Business Portfolio mapped to Systems Supplier Performance Financial Innovation Risk Governance Business Policies Staffing Tools Metrics Financial Tools Driving Improvement
- 15. Level 2: Tracking UnmanagedOptimized No Leadership No Tools No Process No Standards No visibility No Reporting Service desk Leads Helpdesk Tools Incident, Request processes only Manual ITAM No Policy No Standardization No Knowledge IT Leadership Leads Project Embedded Business Services focused Demand, Capacity & Availability aligned with Business Event Management – CMDB driven Managed IT Ops Leads Change & Release Tracked Configuration / Basic CMDB Basic Problem Knowledge DB Cost Time Risk QoS Transformed Business/Board Leads Business Portfolio mapped to Systems Supplier Performance Financial Innovation Risk None No investment or understanding of value Limited Mostly Help Desk Basic ITSM/Help Desk Queue Operational - Call Volume, Closure Rates Costs are high Incident, Request, Self-Service, Survey, Voice Governance Business Policies Staffing Tools Metrics Financial Tools Driving Improvement Responding to problems without being strategic Service desk Leads Helpdesk Tools Incident, Request processes only Manual ITAM No Policy No Standardization No Knowledge Tracking Service desk Leads Helpdesk Tools Incident, Request processes only Manual ITAM No Policy No Standardization No Knowledge
- 16. Tracking Level Actions Identifyopportunities for improvements • Define how work comes in to IT: • Service Desk, Projects, Vendor Updates, Executive Agendas, etc… • Eliminate out-of-band requests: • Stop requests coming in from email, phone calls, IM’s, chat’s, walk-ups, drive-bye’s, etc.. Define metrics needed to track progress • Average time to fulfill requests • Average time to resolve incidents • Top 5 request types • Ticket open types: Email, Phone, Self-Service, In-Person
- 17. Level 3: Managed UnmanagedInitial Optimized No Leadership No Tools No Process No Standards No visibility No Reporting Service desk Leads Helpdesk Tools Incident, Request processes only Manual ITAM No Policy No Standardization No Knowledge IT Leadership Leads Project Embedded Business Services focused Demand, Capacity & Availability aligned with Business Event Management – CMDB driven Cost Time Risk QoS Transformed Business/Board Leads Business Portfolio mapped to Systems Supplier Performance Financial Innovation Risk Business gains confidence in IT as a partner Managed IT Ops Leads Change & Release Tracked Configuration / Basic CMDB Basic Problem Knowledge DB Tracking Service desk Leads Helpdesk Tools Incident, Request processes only Manual ITAM No Policy No Standardization No Knowledge Early stages Recognition of IT processes IT and end-user specific Tier 1 & 2 teams Extended ITSM, Basic CMDB, Basic SDLC Tactical: IT Services Problem, Change, Release Significant Problem, Change, Knowledge, CMDB, ITAM Governance Business Policies Staffing Tools Metrics Financial Tools Driving Improvement
- 18. Managed Level Actions DefineBusiness Objectives: (examples) • Deliver IT capabilities faster to market, • Reduce costs for delivering IT services, • Increase business autonomy for acquiring and managing IT services Analyze & update metrics • Avg time of Request to release • Changes without Incident • First tier/call resolution/closure Identify opportunities for improvements • How work gets done in IT: • Skills based routing • Change approval to Change logging through pre-approved changes • Focus on planned work vs. reactive work
- 19. Level 4: Optimized UnmanagedOptimized No Leadership No Tools No Process No Standards No visibility No Reporting Service desk Leads Helpdesk Tools Incident, Request processes only Manual ITAM No Policy No Standardization No Knowledge Cost Time Risk QoS Transformed Business/Board Leads Business Portfolio mapped to Systems Supplier Performance Financial Innovation Risk Supporting business services through collaboration Managed IT Ops Leads Change & Release Tracked Configuration / Basic CMDB Basic Problem Knowledge DB Tracking Service desk Leads Helpdesk Tools Incident, Request processes only Manual ITAM No Policy No Standardization No Knowledge Formalized IT Roles Involved in Process Improvements & Policy Business influenced; IT enforced IT, BRM, PMO & Some lines of business Full ITSM, Extended SDLC, Basic PPM Strategic: IT Portfolio, Business Service alignment Costs are declining & predictable PPM, UEM, Security, ITAM Governance Business Policies Staffing Tools Metrics Financial Tools Driving Improvement IT Leadership Leads Project Embedded Business Services focused Demand, Capacity & Availability aligned with Business Event Management – CMDB driven
- 20. Optimized Level Actions DefineBusiness Objectives • Decrease Project re-work • Improve work estimation • Increase spending accuracy and planning • Business aligned cost, task & prioritization through CMDB Analyze & Update metrics • Self-Service provisioned or resolved requests • Reduction of change reviews. Identify opportunities for improvements • Manage planned work vs. unplanned work • Single view into resources and backlog • Automate: • Top 10 request types automated through self-service • Releases phases smaller more frequent
- 21. Level 5: Transformed UnmanagedOptimized No Leadership No Tools No Process No Standards No visibility No Reporting Service desk Leads Helpdesk Tools Incident, Request processes only Manual ITAM No Policy No Standardization No Knowledge IT Leadership Leads Project Embedded Business Services focused Demand, Capacity & Availability aligned with Business Event Management – CMDB driven Cost Time Risk QoS Transformed Business/Board Leads Business Portfolio mapped to Systems Supplier Performance Financial Innovation Risk Enable the business with cost transparency and accelerated rollout of initiatives Managed IT Ops Leads Change & Release Tracked Configuration / Basic CMDB Basic Problem Knowledge DB Tracking Service desk Leads Helpdesk Tools Incident, Request processes only Manual ITAM No Policy No Standardization No Knowledge Formalized Governance Leads digital initiatives Operational, systematic and measured Cross organizational ITSM, SDLC, PPM, CRM Strategic– business service performance Self funded, profitable ISM, Xtraction, ITAM Governance Business Policies Staffing Tools Metrics Financial Tools Driving Improvement
- 22. Transformed Level Actions DefineBusiness Objectives • Invest in IT value / Divest of IT risk (cloud/outsource) • Leverage ITSM platform for Digital Transformation • Enterprise Service Management • Integrated ITAM & Security policies to support and delivery Analyze & Update metrics • Optimization of Assets under management • Improved supplier SLA breach containment Identify opportunities for improvements • Focus on IT as competitive advantage • Automate: Executive Scorecards • Take Service Management enterprise wide
- 23. Attainment Models: ITAMand ITSM Unmanaged No Leadership No Tools No Process No Standards No visibility No Reporting TransformedOptimizedManagedTracking Service desk Leads Helpdesk Tools Incident, Request processes only Manual ITAM No Policy No Standardization No Knowledge IT Ops Leads Change & Release Tracked Configuration / Basic CMDB Basic Problem Knowledge DB IT Leadership Leads Project Embedded Business Services focused Demand, Capacity & Availability aligned with Business Event Management – CMDB driven Business/Board Leads Business Portfolio mapped to Systems Supplier Performance Financial Innovation Risk ITSMITAM No Leadership No Tools No Process No Standards No visibility Audit-driven Decentralized Business Agility Predictable Spend Controlled Risk Cloud Portability Real Time Licensing ITSM&ITAM Interwoven Service Focused Data Analysis Consistent Saving Data Center Visibility Charge&Showback License Mobility ITSM&ITAM Integrated Structured Program Lifecycle IT Ops Efficiencies Centralized Procurement Basic ITSM/CMDB Refined Refresh & Disposal 1 or 2 take the lead Basic Tools No Process Basic Policy No Standardization Purchasing on Demand
- 24. Attainment Model -Tool Adoption by Stage Unmanaged No Leadership No Tools No Process No Standards No visibility Audit-driven Decentralized Transformed Business Agility Predictable Spend Controlled Risk Cloud Portability Real Time Licensing ITSM&ITAM Interwoven Optimized Service Focused Data Analysis Consistent Saving Data Center Visibility Charge&Showback License Mobility ITSM&ITAM Integrated Managed Structured Program Lifecycle IT Ops Efficiencies Centralized Procurement Basic ITSM/CMDB Refined Refresh & Disposal Tracking 1 or 2 take the lead Basic Tools No Process Basic Policy No Standardization Purchasing on Demand Email, Calls, Walk-up Service Desk: Queue Mgmt, Self Service, Social, Knowledge, Survey Release, Availability, PPM, Financial Problem, Change, Configuration, Voice, Analytics Integrated/Interwoven with ITAM
- 25. Recommendations Make this abusiness initiative • Keep the focus on the business benefits • Do not let this be an IT project, make it a Business Transformation project Align improvements to business priorities • Tracking – Focus on operational stability • Managed – Focus on operational effectiveness • Optimized - Focus on improved end-customer experience • Transformed – Focus on competitive advantage and innovation
- 26. Recommendations (cont.) Measure andreport effectively • Create reports that tell a story to the audience • Focus metrics on actions to improve • Don’t confuse monitoring vs. measuring • Every time you add a report – kill one off! Engineer and design to the phase of attainment • Establish enough process and capability to achieve goals and capabilities • Focus on Continual Service Improvement – it’s a journey!
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- 28. Our sincere thanksfor joining us and we hope to see you at another Ivanti event
Editor's Notes
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