Whether you're a one-man-band, a small to medium sized business or a large organisation, you need to take control of your IT before it takes control of you! • Do you know who to speak to if you have an IT problem? • How much do you spend on IT? • Do you think you value for money from IT? • Does IT deliver the service that you want OR do you have many manual workarounds? • Do you make complaints about IT? • What do the users¡ think of IT? • Are the IT services there when you want them? • Are you always running out of disk space? • Do you want to understand your IT costs? • Would you like to understand the quality of your IT services? • Would you rather: Learn by your mistakes? Or prevent them? In an attempt to answer these questions positively, MERIT has invited Richard Sharp, an ITIL Service Management Practitioner, of Ti ER 1 Ltd to present on how organisations of all sizes can ensure their IT supports the business processes to help the organisation meet its goals. Issues such as cost reduction, improved productivity, improved quality ¡V production and service, and inventory reduction will be addressed. Who should attend? This seminar would be relevant to anyone who has an interest to learn more about how IT can be managed effectively within their business to deliver the optimum level of service possible in order to assist the effectiveness and efficiency of the business.

1. IT Service Management Are you being served?

2. IT Service Management Today’s Presenters Richard Sharp Service Management Practitioner Phil Haigh Service Management Practitioner

3. IT Service Management Richard Sharp

4. Before we start, ask yourselves … Your IT ‘health check’! Do you think you get ‘Value-For-Money’ from IT? Do you make many complaints about IT? What do the ‘users’ think about IT? Are the IT services there when you want them? Do the IT services perform well or are they too slow? What would happen to your business without IT? How long can your business survive without IT? When was IT last audited? Do you ever review the IT service?

5. What does your business really want from IT? PROFITS MAXIMISED & COSTS REDUCED THIS IS ACHIEVED BY FULL OR PARTIAL AUTOMATION OF YOUR BUSINESS PROCESSES

6. What do those who use IT want from IT? For IT to…… Work as ‘described on the tin’ Perform well Help them do their jobs Give them no surprises

7. What is Service Management? Lets start with what is it not…. … .It is not PROJECT MANAGEMENT X

8. What is Project Management? Old Way New Way Bridges the gap between one way of working and another … and then walks away!

9. What is Service Management? Service Management is about cost effective support and delivery of IT services that meet the business need

10. What is the scope of Service Management? Management of the following resources …. Hardware (e.g. PCs, Printers) Software (e.g. MS-Office) Communications (e.g.modems, lines) IT Organisation Suppliers (e.g. Dell, BT) Computer rooms Data (e.g. stored information)

11. Service Management… Helps ensure IT is there when you want it Helps ensure IT performs well Identifies your IT costs…… By providing ongoing management and review of IT services

12. Service Management… Service Management is enshrined in the Service Triangle Customer Satisfaction Agreed Services Value for Money

13. Let’s try an analogy …. You’re thinking about buying a new car ……. Why is Service Management important?

14. Why is Service Management important? Make & Model Purchase price Colour Running costs Repair facilities Dealership support Diagnostic facilities Serviceability Max load / Fuel Tank Capacity Road side services / Courtesy car Security / Safety features

15. Why is Service Management important? The majority of criteria in the list were….. Considerations that are important during ownership i.e. once the project has ‘walked away’!

16. Why is Service Management important? Did you know that like a car ‘in-life’ IT costs will be about ….. 4 times the purchase cost ! It is Service Management that provides the processes and techniques that help you manage this large ongoing cost

17. So how is that car looking now? OR . . . Is your IT sick?

18. Is your IT sick?

19. Phil Haigh

20. How can I make IT well again? By using IT Service Management as the foundation of my ‘get well’ and ‘keep well ’ plan.

21. So what should I do? Using the car analogy again …. Dealership support Can I report a fault easily for my IT systems? IT Service Desk

22. So what should I do? Using the car analogy again …. Repair facilities Can I get my system repaired or at least have a workaround? Incident Management

23. So what should I do? Using the car analogy again …. Diagnostic facilities Can I guarantee that the system repairers have got to the root of the problem and stop it from happening again? Problem Management

24. So what should I do? Using the car analogy again …. Quality car build and quality of Service and Support Centres Does my IT department have good people, slick process, good tools and are my IT systems robust? Availability Management

25. So what should I do? Using the car analogy again …. Running Costs Do I know all the costs to serve? i.e. support, maintenance, license fees, IT staff, power etc .. etc … ? Financial Management for IT Services

26. So what should I do? Using the car analogy again …. Length of journey and Max load / Fuel Tank Capacity Is there a plan to measure, review and act upon service consumption? E.g. disk space, response times, bandwidth Capacity Management

27. So what should I do? Using the car analogy again …. Road side services / Courtesy car Do we know how important IT is to the survival of the business? What contingency do I have if the IT systems fail partially or completely? IT Service Continuity Management

28. So what should I do? Using the car analogy again …. Security / Safety features Can I be sure that my IT system is free from loss of confidential data, corruption of data or availability of service? Availability Management

30. How can we help prevent IT service failure? By using IT Service Management as the foundation for all planning, implementations and reviews!

31. IT Service Management Richard Sharp

32. And now for some quick wins .. 1. Identify your key business processes 2. Identify which IT Services support them 3. Create a catalogue of those services 4. Create an inventory of IT assets that comprise the services Communicate & Document 5. Develop fault management processes for your services and prioritise response and recovery to business need! Communicate & Document 6. Develop a process to control change to your IT

33. And in the longer term 1. Develop a process to manage IT service level targets 2. Develop a process to manage IT resource capacity 3. Develop a plan to assist and ensure business continuity 4. Create a plan to ensure continued availability 5. Develop processes to ensure your costs are measured 6. Develop and implement a relevant security policy Communicate & Document Communicate & Document

34. Oh yes… Project Management! Ensure all your projects deliver solutions that are …… 1. Supportable 2. Cost effective 3. Robust 4. Secure So that you can support and deliver the IT service 5. …. And meet the Business Need!

35. The keys to good Service Management Committed People Good Process Robust delivery and support Technology

36. The keys to good Service Management The P-D-C-A cycle is an essential and continuous component of Service Management 1.Plan 2.Do 3.Check 4.Act 1.Plan

37. The keys to good Service Management Business Requirements Customer Requirements Requests for new/changed services Other processes Other Teams Manage Services Management Responsibility Plan Plan Service Management Act Continuous Improvement Check Monitor,measure & review Do Implement Service Management Business Results Customer satisfaction New/changed service Other processes Team & people satisfaction Inputs Process Output

38. … . And finally ….. “ If you can’t measure IT… You can’t manage IT !”

39. Are you being served? Q & A

40. Thank you! From …. T i er 1 Limited http:// www.tier1.ltd.uk