Presentation at inauguration of itsmf India

1. ITIL Implementation & The People factor
Habeeb Mahaboob
Principal Consultant
Satyam Computer Services Ltd.
Lake Shore Towers
Raj Bhavan Road, Hyderabad

2. Objective and Contents
Contents
Objective
• Setting context
• People – The 2nd P of an ITIL
implementation To discuss an appropriate
approach to addressing the
• ITIL Recommendations
‘people’ factor while
• Addressing the People factor in implementing ITIL
an ITIL implementation
• Experience sharing
• Learnings

3. My Context
Satyam’s ITSM Consulting practice
Our Mission
Enable IT service management organizations
achieve their objectives of improved Our Offerings
effectiveness and efficiency by leveraging ITIL Consulting
appropriate best practices from ITIL/BS 15000 and
internally developed methodologies BS 15000 Consulting
Support IT Systems
Our Customers Consulting
ITSM Assessments
ITSM Training
Focused interventions
Our People SLM
Our Methodology
Team of 30 consultants ITSCM
– ITIL Masters
– BS 7799 Lead assessors, CISA, CISSP, CBCPs Service Desk
– Six Sigma Black Belts
– Each with experience and relevant certifications in IT
Change Mngmt

4. IT Challenges and Solution
Reduce risks to business
Ensure security of information assets
Be prepared to face disasters 5
Improve user perception of IT
Position IT as service ITIL and BS 15000
Communicate performance to user 4 are now recognized as
de-facto
Ensure IT stays “ON”
Manage disruptions process standards
Plan for availability and capacity 3 that enable IT
functions meet
Improve alignment between IT and business these challenges
Enable quick turnaround on change requests
Commit resources for new development 2
Reduce costs of day to day operations
Integrate various functions effectively
Consolidate disparate services 1

5. What does ITIL Implementation Involve?
ITIL Implementations
in the past
Re designate a set of
people
Implement a tool
Vs
Train everyone on ITIL
Establish a service desk
Use all the
Adopt selective best
Focus on the levers
practices business/ •People
customer (Organization)
•Process
•Technology
ITIL Implementations today

6. This presentation focuses on addressing the People
factor in ITIL implementation

7. ITIL
Provides guidance on the key levers for improvement
Process
People

8. ITIL provides the various roles required to implement the
processes
ITIL provides roles and
responsibilities for
undertaking IT service
management
processes
Organizations can use
these to create a
process centric
organization

9. But how do I implement ?

10. A Typical IT Organization
Financial Infrastructure
Insurance SM Team Lead
Mainframe/
Business Unit 1 33 11
call center
Business Unit 2 30 NOC 16
Business Unit 3 34 Server (Unix/NT) 9
Business Unit 4 40 Network 8
Business Unit 5 32 Client/Help desk 19
Functions focused on Business Units
xx Number of people

11. Distinguishing Process Roles and Organization Structure
• Functions • Process
– Marketing – Enquiry to order
– Sales – Request to quote
– Market Research – Order to ship
– Manufacturing – Assemble
– Planning
– Stores
– Logistics
– Information Technology
– Application support
– Infrastructure Management
• Process provides a way to integrate the various
– Help Desk functional entities
Tech
Development Operations Help Desk Network
Support
Change Management
ProblemManagement

12. The Conflict between function and process
• The Incident Manager has responsibility to restore service : How much authority does he
have over the various resolving groups (functions)?
• What is the responsibility of the change manager to actually build changes ?
• Should the Problem Manager actually find root causes or just coordinate the process
• Is configuration management a task in all the functions or should it be a separate process
• What has availability management ‘process’ to do when my infrastructure is already up
and running?
There are no correct answers (at least those I know)

13. A theoretical construct –
An IT Organization that follows ITIL

14. Experiences and Learnings

15. 2 Experiences
• Clean slate IT function reorganization
– Supplement all functional roles into various ITIL processes
• Tweak existing organization to include ITIL roles
– ITIL roles subsumed into existing structure

16. A large conglomerate in Korea

17. Customer Is At The “Core” of the Design

18. A Dedicated Team to Manage Relationship

19. A Dedicated Team for Planning, Identifying Problems etc

20. A Dedicated Team to Support Enterprise Application
Users

21. A Dedicated Team to Support IT Services

22. Organization Model –ITIL based

23. The IT Function of a Bank in the Middle
East

24. CIO
Business Relationship
Head Service Support
Manager (s)
Problem Manager IT Coordination Office
Configuration Manager Quality Management
Change Manager
IT Security
Head Application Development and
Head Infrastructure Help Desk Program
Support
Management Office
Interfaces/Data IT Service Service Level
Management Management Office Managers
Release Coordinator
Planning
Data Center
Investment & Corporate Capacity
Testing Management
End User Support Systems
Architecture &
Retail Banking Standards Budgets
Network Operations
Consumer Finance
Technical Support IT Service
Finance and Admin. Continuity
ATM
Coordinator
E Channels
Advisory or process roles
Functional roles

25. Day to day operations CIO
Business Relationship
Head Service Support
Manager (s)
Problem Manager IT Coordination Office
Configuration Manager Quality Management
Change Manager
IT Security
Head Application Development and
Head Infrastructure Help Desk Program
Support
Management Office
Interfaces/Data IT Service Service Level
Management Management Office Managers
Release Coordinator
Planning
Data Center
Investment & Corporate Capacity
Testing Management
End User Support Systems
Architecture &
Retail Banking Standards Budgets
Network Operations
Consumer Finance
Technical Support IT Service
Finance and Admin. Continuity
ATM
Coordinator
E Channels
Advisory or process roles
Functional roles

26. CIO
Business Relationship
Head Service Support
Manager (s)
Problem Manager IT Coordination Office
Configuration Manager Quality Management
Change Manager
IT Security
Head Application Development and
Head Infrastructure Help Desk Program
Support
Management Office
Interfaces/Data IT Service Service Level
Management Management Office Managers
Release Coordinator
Planning
Data Center
Investment & Corporate Capacity
Testing Management
End User Support Systems
Architecture &
Retail Banking Standards Budgets
Network Operations
Consumer Finance
Technical Support IT Service
Finance and Admin. Continuity
ATM
Coordinator
E Channels
Planning
Advisory or process roles
Functional roles

27. THANK YOU