Good or Bad, you still manage your services. But what matters is "How well" you do it and again... It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages. -Henry Ford

1. Getting the best out
of IT Service
Management
Francis D’Souza
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2. “The sole purpose of business is service…” – Leo Burnett
“Management is doing things right…” – Peter Drucker
“…Effective Management is discipline, carrying it out” – Stephen Covey
“All time management begins with planning” – Tom Greening
SERVICES ARE A ‘MEANS OF DELIVERING VALUE TO THE
CUSTOMERS BY FACILITATING OUTCOMES CUSTOMERS WANT
TO ACHIEVE, WITHOUT THE OWNERSHIP OF SPECIFIC COSTS
AND RISKS’ – ITIL V3
Copyright of respective organizations and Individuals
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3. Lets talk about Service
Customer
Laundry
Carrier
Washing Factory
Price for the Service？
Next Day：300
Same Day：500
In 4 H ： 50
In 2 H ： 100
In 4 H ： 50
In 2 H ： 100
SLA
OLA
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4. Why IT Management?
Business
Information Technology
Business
Activities
Information
Management
Technology
Management
Decide & Use
Design &
Control
Build & Run
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5. From a business perspective - IT in all its forms is
probably the most expensive and powerful enabler/
disabler of business operation and performance today
Effective ITSM' - is key to 'effective IT' - is key to 'effective
Business’
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6. What then is… ITSM?
“The implementation and management of quality IT services
that meet the needs of the business.” ~ ITIL
“A discipline for managing IT systems, philosophically centered
on the customer's perspective of IT's contribution to the
business. ITSM stands in deliberate contrast to technologycentered approaches to IT management and business
interaction.” ~ Wikipedia (Charlie Betz)
“Service management is a systematic method for managing
the offering, contracting and provisioning of services to
customers, at a known quality, cost and designed experience.
Service management ensures the desired results and customer
satisfaction levels are achieved cost effectively, ...” ~ USMBOK
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7. IT Service Management
ISM
Industry & International Standards / Frameworks
Copyright of respective organizations
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8. Lets understand ITIL
Improvement
cycles
Copyright of respective organizations
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9. ITIL Components
4 Life Cycle Phases
1 Repeating Phase
Copyright of respective organizations
27 Processes
4 Functions
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10. So What is ITIL ?
-Set of practices for IT Service Management (ITSM) that
focuses on aligning IT services with the needs of
business
-ITIL is one of the inputs to SM who’s focus is to
combine assets to create value for the customer
-ITIL is set of good practices NOT an installation guide
-Describes processes, procedures, tasks and checklists
that are not organization-specific
-Underpins ISO/IEC 20000
Copyright of respective organizations
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11. What ITIL can do for You?
Provide framework and guidelines to implement your
best practices and achieve efficiency
Standardize your IT processes and talk the same
language
Quicken your ITSM implementation
Apply practices across whole of
Organization
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12. Statistics on ITIL
20% annual growth on
adoption by organizations
30% compounded annual for
last ten years
“the actual level of adoption of
ITIL is less than 57% (the mean)
but more than 28%, the lowest
result reported”
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13. More Statistical responses – Why ITIL
Cost Control
Customer Satisfaction
Standardization of Service
Reduction of Downtime
Faster Response and resolution
“Interesting here that the primary focus
appears to be on cost control/damage
limitation, and not so much on ‘innovation’
and differentiating a business. It appears to
be seen very much as an operational thing
(think ITIL V2) as opposed to a strategic and
differentiating asset (think the ITIL V3
theory)”
IT workload improvements / efficiency
Business IT alignment / relationship
Monitoring IT Performance
Clear Roles and Responsibilities
Transparency
Improved Processes
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14. ITIL and Process Maturity!
• As the maturity of the ITIL implementation increases, the
number of implemented processes also increases
• As the maturity increases, the challenges of implementation
decrease.
• As the maturity of ITIL implementation increases, so does the
number of realized benefits.
• Marginal returns can be observed after the implementation
reaches the defined (Level 3) maturity level.
• The perceived business-IT alignment increases as the maturity
of implementation increases
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15. THE RISING IMPORTANCE OF “THE CUSTOMER”
AND “BUSINESS VALUE”
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16. 16

17. This weekend I
think I will ….
What *#@$#$
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18. What does the business expect from IT?
What is the perceived value?
Of course high quality, business enabling technology services
Increase revenue/margins/profit or reduced costs
Attract new business or retain
Delivery operational efficiencies to the business units
Help in achieving business goals
Provide competitive advantage
Most Important, they need to be consulted
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19. USING ITSM TO BETTER SERVE AND MEET
CUSTOMER NEEDS / EXPECTATIONS
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20. Support People
and Process
Not Just
Technology
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21. Value Generation Approach
• Are we doing
the right
things?
Strategic
Value
• Are we
getting the
benefits?
• Are we doing
the right
way?
Architecture
Delivery
• Are we
getting them
done well?
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22. Where are we? Are we measuring!!!
Metrics
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23. Common mistakes with metrics










Metrics for metrics sake
Too many of them
Measuring the easy things
Internally focused than on Business
Data massaging
Metrics poorly reported
Old metrics never die
Not understanding what metrics really mean
Skewed baselines
Perspective understanding of reported metrics
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24. Where is the gap!
IT Thinks…
And Business Thinks
Incident volumes
“Ye we have dealt with 4000
incidents…”
“mmm… You have failed 4000 times”
FCR
“..if you can’t help me..pass me to
someone who can”
“We have achieved 70% FCR”
Availability
“We have 99.97% availability on critical
services”
Staff training
“100% of our staff are ITIL trained”
“what about the 0.03% when we really
need it to be working”
“don’t need to ask them a question on
ITIL I need them to help me. Yes, me the
customer”
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25. Service Management Objectives
Value
Customer Orientation
• Optimize Operational Costs
• Deliver business Value
• Improve Customer Satisfaction
• Deliver quality services aligned with
requirements
Balanced
Approach
Operational Excellence
Improvement and Learning
• Achieve process excellence
• Maintain high level s of
responsiveness
• Improve Staff effectiveness
• More proactive and innovative
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26. Steps to ITSM Nirvana
☼ Set the objectives
☼ Plan in detail
☼ Involve all stakeholders right from planning
stage
Problem
Management
Service Desk
.
Manage Cultural
Change
☼ Adopt some Standards (ITIL, Cobit, ISO2000K)
framework
☼ Focus on quick wins and large improvement
areas to speed time to value and results
☼ Focus on aligning organizational practices to
process instead of process to organization
practices
January 3, 2014
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27. Again!
 Stop doing, Stop Talking. And Listen to
what the customers thinks of your
services
 Be focused on customer needs. Align
them to your objectives and Services
 Try, test and show quick wins
 Don’t forget to review your metrics
holistically and communicate
 Look closely at the service end point, they
have valuable feedback.
 Lastly, KEEP IT SIMPLE
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28. FRANCIS D’SOUZA
http://www.linkedin.com/in/fdsouza
Francis consults, mentors and trains on IT Lifecycle Mangement.
He is currently consulting Serviceberry Technologies for IT Service
Management
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