By now, most organizations have various tools to manage their IT environment , from network fault monitoring to application performance management. Though the business service management concept of managing IT has been around for years , many are still struggling to put this into practice. As a result, organizations are having challenges to put IT as business enablers and innovation center. Meanwhile, the IT management team are playing catching up with business dynamics, increasing cost, technology pace, security issues, and so on. In this session, we will discuss the first set of steps towards building business service management.

1. Building towards business service management
TECH2RESULT

2. Abstract
Sandy Sukarto
Tech2Result, Managing Director
By now, most organizations have various tools to manage their IT environment , from
network fault monitoring to application performance management. Though the business
service management concept of managing IT has been around for years , many are
still struggling to put this into practice.
As a result, organizations are having challenges to put IT as business enablers and
innovation center. Meanwhile, the IT management team are playing catching up with
business dynamics, increasing cost, technology pace, security issues, and so on.
In this session, we will discuss the first set of steps towards building business service
management.

3. Topics
 Misconception
 Why business service management?
 First, get your house in order
 Proving your point
 Best practice
 Q&A

4. Misconception
Network and system
monitoring tools are
sufficient to monitor
services delivered by IT

5. Misconception
Synthetic and real user
monitoring tell us all what
we need to know about
quality of services

6. Misconception
Business service
management is the same
as adopting ITSM – An
important matter of
orientation

7. Misconception
Business service
management is all about
putting dashboard only

8. Misconception
Adopting and
implementing business
service management
approach require multi-
year effort to produce a
tangible result

9. Why Business Service Management?
 Have come a long way from aligning IT to
business practice
 Is customer-centric and business-focused
approach in managing IT, from strategy planning,
execution, and continuous improvement
 Shift from “back office” to proactive and predictive
mentality

10. Why Business Service Management?
 Improving experience with business
customers
 Achieving cost efficiency yet being
effective in delivering results

11. First, Get Your House In Order
 Understand the business of the organization and the role of IT
 Identify critical business services that require good IT planning and
operation, i.e. contribution to overall organization strategy,
owners/sponsors, financial impact of flawless execution, etc.
 Check back on IT readiness: Process, people, and tools
 Discuss with business owners on how IT can now make impact, i.e.
Availability and response time for existing services; new business
initiative requiring close IT involvement
 Identify any gaps to make the impact above

12. Proving Your Point
 Create and agree with business owners on business service
catalog detailing KPIs as the basis for SLA and chargeback if
applicable to organization
 Close any gaps identified earlier, e.g. Service planning process
based on business demand? “Bilingual” (business & IT speak) people
to go all the way? Tools for measuring success or failure?
 Start with 1 or 2 highly critical services as learning and launch
pad towards the next step
 Weighing benefit vs. cost, adjust your next steps accordingly

13. Best Practice
 Embed into business processes, starting from service design, service transition, to
service operation
 Review roles and responsibility of IT team and address any skill gaps
 Agree on single source of truth, i.e. KPI calculation and prioritization, collection tool
and method, metric name and definition, key components to be monitored
 Centralized collection of events happening in IT
 Get configuration in place for resources to services
 Automate data collection, problem escalation, and other processes as much as
possible to reduce cost associated with people and time
 In preparing reports and dashboard, take account of your reader’s role and
responsibility