The document discusses the importance of Service Value Management (SVM) in adapting to changing business priorities and market conditions, emphasizing the need for organizations to create, manage, and measure value effectively. It highlights the roles of key practices and enablers that contribute to enhanced service quality, operational efficiency, and overall business agility. Additionally, the document provides an overview of Axios Systems and their commitment to delivering effective SVM solutions to their customers.

1. Agenda Introductions Host – Scott Sorensen - Global Head of Solutions Consulting at Axios Systems Speaker – Sharon Taylor – President, Aspect Group, Inc. Service Value Management: A Business Imperative The evolution of value Why it is changing What it is changing into The benefits of the change How you can achieve it When you will know you have Brief Axios Systems Overview Question and Answer Session

2. Your Speaker Today . . . Sharon Taylor President, Aspect Group, Inc. since 1999 CIO for 14 years CEO for 10 years Author, thought leader Dedicated to the ITSM industry Chief Architect ITIL V3 Chief Examiner ITIL V3 Chair, itSMF International ISM, Fellow Strategic Advisor, ICSM www.aspect360.net

3. Sharon Taylor, Aspect Group, Inc. June 30, 2009 Service Value Management: A Business Imperative

4. What is Value? Has understood worth Collective vision Supports objectives Enables or avoids Has meaning Its absence has impact Is measured in many ways

5. Value by the Book What are we trying to address with SVM? Changing market dynamics that drive business priorities Changing market conditions that drive business reactions Changing service lifecycles that drive business process

6. Evolving toward SVM Infrastructure Management Service Management Distributed Computing Environment IT-Enabled Business Agility Value Management Business Aligned ITSM Service Infrastructure fusion Predictive optimization OGC/APMG contract, ITIL V3 released ISO 20000, CoBIT ISACA collaboration Self-managing resources BS15000 released following by ISO 20000 Infrastructure standardization and instrumentation ITIL V2 released Computing and infrastructure islands (chaotic, expensive management) Policy-based resource allocation Chaotic Transition

7. SVM Lifecycle Create Value – These are the actions we consider worthwhile that must increase or generate maximum future value. This is part of Service Strategy and Design practices. Manage Value – Applying practices that allow for repeatable actions which satisfy governance, change, culture, communication and leadership within the IT service organization. These exist within the Transition and Operation of services. Measure Value – Using metrics and systems knowledge to benchmark and compare performance of services against expected return on value. This is an iterative, ongoing part of Continual Service Improvement.

8. Building SVM Intelligence Enablers – High level objectives that allow the creation of service value Elements – The Service Management capabilities that quantify service value outcomes Characteristics – The Service Management behavioral traits that define service value Ingredients – The activities that execute and underpin service value

9. SVM Enablers – Achieve Business Objectives Decrease in fixed costs Decrease in unit costs Lower start up time Improve market position Decreased operational risks Reduced performance variation Business process compliance Competitive advantage Increase in customer satisfaction

10. SVM Elements – Organize Capabilities Quality – Retaining market share, capturing new market share, retaining and increasing customer loyalty, repeatable and consistent product quality and consumer experience. Agility – Competitive advantage, speed to market, adaptability to changing needs, predictive preparedness. Value – Product competitiveness, production efficiency, predictable business process/outcomes, regulatory compliance, risk tolerance, managing constraints. Quality Value Agility

11. SVM Characteristics Driven by process People Process Products Partners Best practices Efficiency Cost Avoidance Effectiveness Value Available Responsive Reliable Quality Risk Mitigation Change Control Change Prediction Agility

12. Service Value Management Ingredients SVM Enabler - Operate SVM Characteristics Available, Reliable, Responsive SM Ingredients Incident Events Logging Resolving Problem Trending Root Cause Knowledge Capacity Forecast Patterns Investment Demand Behavior Patterns Adjustment SVM Element Quality SVM Enabler - Optimize SVM Characteristics Efficiency, Effectiveness, Cost Avoidance SM Ingredients Measurement Metrics Baseline Reporting Dashboard Scorecard effect Analysis Trending Monitoring SVM Element Value SVM Enabler - Transform SVM Characteristics Control, Predict, Mitigate SM Ingredients Change Impact Scheduling Release Configuration Data Relationships Cause and effect Risk Identification Mitigation Controls SVM Element Agility

13. Iterative Improvement and Evolution Event Incident Problem Change Config Service Desk Service Level Capacity Value Driven Proactive Reactive Incident Change Config Problem Measure Strategy Design Improve Transition Operation

14. SVM Guiding Principles All Services are not created equal.

15. All Services are not Created Equal Business A Decreased operational risks from performance variation Business process compliant with regulations Competitive advantage with point of sale to delivery accuracy Increase in customer satisfaction Business B Decrease in fixed costs of business process Decrease in unit costs of shipping administration Lower start up time for new or expanded areas of operation Improved market position

16. SVM Characteristics

17. Scott Sorensen Global Head of Solutions Consulting Axios Systems

18. Axios Systems Business driven Technology  Technology powered Business Axios founded assyst Classic launched assyst Enterprise launched European expansion begins Entry into the US market Axios ranked #1 vendor in HDI 'Customer Experience' report Expansion into Canada Axios retains #1 vendor ranking in HDI 'Customer Experience' report assyst launched on Java architecture Further expansion in the US, Europe and entry into Asia Pacific Axios awarded Software Company of the Year First in the world to achieve BS 15000 certification Entry into Middle East and Africa The number of assyst end-users tops 10 million Axios awarded Software Company of Year (again) Axios rated #1 vendor for 3rd time in succession in HDI 'Customer Experience' report . 1988 2005 1990 1995 1997 2000 2001 2003 2004 2006 2007 2008 2009 SVM Messaging Update Expansion into Russia, Eastern and Southern Europe and South America Axios wins International Excellence Award Expansion into Middle East ITIL V1 ITIL V3 ITIL V2 Windows Web Web 2.0 Green-Screen assyst 8 Launches NA Expansion

19. Service Value Management . . . Delivering value driven business services through operational efficiency, service optimization and “ market time” agility. Essential Service Value Management Drivers Business driven Technology  Technology powered Business Is your technology organization powered to respond with agility to: Market Dynamics  Driving Business Priorities Market Conditions  Driving Business Reactions Market Technology  Driving Business Innovation Service Lifecycles  Driving Business Processes

20. assyst – IT Service Management Solution Transform Operate Optimize Business driven Technology  Technology powered Business

21. Delivering Service Value Incident/Problem Management – Service Desk 50% Reduction in Incident Restoration Time 50% Reduction in Business Impacting Incidents Customer Retention, Quality Services Reliability and Responsiveness SVM Enabler - Operate SVM Characteristics Available, Reliable, Responsive SM Ingredients Incident Events Logging Resolving Problem Trending Root Cause Knowledge Capacity Forecast Patterns Investment Demand Behavior Patterns Adjustment Contact Information Speed to Root Cause Speed to Log Current Events SVM Element Quality Quality & Availability

22. Delivering Service Value Change & Configuration Management 50% Reduction in “Emergency” Changes 50% Reduction in Failed Changes Controlled Risk and Automated Governance/Auditability Control & Agility SVM Enabler - Transform SVM Characteristics Control, Predict, Mitigate SM Ingredients Change Impact Scheduling Release Configuration Data Relationships Cause and effect Risk Identification Mitigation Controls Impacted Users Change Scheduling Speed to Submit/Log Standard Processes SVM Element Agility

23. Delivering Service Value Service Management 75% Reduction in “Reporting” Effort 30%+ Improvement in Resource Efficiency Delivery of Service Management with Value Continuous Process Improvements SVM Enabler - Optimize SVM Characteristics Efficiency, Effectiveness, Cost Avoidance SM Ingredients Measurement Metrics Baseline Reporting Dashboard Scorecard effect Analysis Trending Monitoring Incident Trending Resources Rescheduling Asset Usage Event Management SVM Element Value Proactive Service Management Efficiency & Effectiveness

24. Axios Delivers Service Value Management Today! AGILITY FOCUS ACHIEVE Time to Value & Cost of Ownership – We Live Service Value Management! Customers 8+ Years, Some 16 Yrs – 90%> Current Release or -1 Release One Vision . . . . . Longevity More than two decades of a “laser focus” on the delivery of value through IT Service Management solutions! One Solution . . . . . Predictability Always an Upgrade – Never a Re-Implementation Agile adoption of technology and functionality! One Goal . . . . . . Partnership With our customers through our people – skills and knowledge Voice of the customer always counts!

25. Just to Name a Few Global Customers

26. Business driven Technology – Technology powered Business

27. Further Service Value Management Resources Service Value Management White Paper: The business imperative of delivering service value to your organization Questions?