Presented at Butler IT Strategies Event in London

1. The Relationship
Between the
IT Governance
and
IT Service
Management
Lifecycles Pradeep Bhanot
EMEA Product Marketing
CA Clarity PPM
CA Inc.
Clarity-in-emea@blogspot.com

2. 2
Governance is Evolving…
ITIL, SOX, HIPAA, etc.
Expansion to some business services
Some sharing of best practices
NOW
Regulation Focused
THEN NEXT
Operations Focused Risk Management
Focused
Risk-balanced portfolio
Silo-ed, department-level management
Business policy-driven
Tactical functions
Enterprise-wide management
Few best practices shared
Widespread best practices
2 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

3. 3
Service Management also Evolving…
Service centric
ITIL v2 - Discrete processes automated
ITIL v3 – Holistic view of service
Some sharing of best practices
NOW
Regulation Focused
THEN NEXT
Operations Focused Risk and Value based
Management
Focused
Silo-ed, department-level management
Service Portfolio Based
Tactical functions
Risk-balanced
Little process automation
Business policy-driven
Few best practices shared
Enterprise-wide management
Widespread best practices
3 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

4. Butler Group Insights
Key Findings
Source: IT Governance - Managing Portfolios, Projects, Processes, and People April 2007
> IT Governance represents the policies and procedures by which the
organisation manages its use of IT and maximises its value.
> The purpose of an IT Governance framework is to guide investment decisions,
provide project visibility, assess and mitigate risk, and measure the return
against strategic objectives.
> Successful IT Governance defines a joint business and IT framework and
accountability, for all IT related decisions.
> Project Portfolio Management (PPM) solutions can provide powerful support for
an IT Governance initiative.
> A Project Management Office (PMO) acts as a key interface between business
demand and IT supply.
> IT investment must be measured, not only at the inception of initiatives, but
also throughout the system lifetime
4 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

5. 5
ITG and ITSM have Similar Drivers
BUSINESS ALIGNMENT
TRANSPARENCY
BEST PRACTICES
RIGOR
POLICY & REGULATION
FORMALITY
COMPLIANCE
5 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

6. 6
A Complete IT Governance Solution
IT Governance
People Processes Technology
who make decisions for making those decisions provides decision support
IT Governance Solution
IT Portfolio IT Financial Risk and Controls
Governance Governance Governance
Demand Service Portfolio Budgeting & Invoices &
Controls Risks
Management Management Planning Chargebacks
CA Clarity PPM
Business
IT Portfolio Mgt IT Financial Mgt CA GRC
Relationship Mgt
Project Portfolio Manager
6 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

7. Built on a Service Model
7
IT and LOB Management End Users
Business Relationship Manager Service Catalog
IT Governance Service Management
IT Portfolio IT Financial Governance, Risk,
Service Delivery SLAs Service Support
Manager Manager Compliance
IT Services
CMDB
People Projects Applications Assets
7 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

8. 8
Bring More IT Budget Under Governance
Jump to
100%
Service Portfolio
Management
IT Services
Assets
Assets
Applications
% IT Budget
DELIVER
Applications
MORE
VALUE
Strategic
Strategic
Strategic
Projects
Projects
Projects
Focused but Limited Expanded but Siloed Optimized for Alignment
IT Governance Levels
8 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

9. 9
The Business View of IT
Business Unit Executives
End Users
Customers
Customers
Single Point of Contact Business Relationship Management
Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Operational Tactical Strategic
Delivery Charges
Demand Demand Demand
IT Services:
Demand: Investment
Change Request Service Request
Request
Service Mgmt & Governance
Catalog
Customer has needs
Service
Service Desk Service Catalog Business Case
Integrated Change Service Request Service Portfolio
Management Management Management
Performance Applications Projects Software
IT Operations: Value is added by
the organisation Financialscan translate
that
Availability SLA Risks
CMDB
raw materials into products
Infrastructure
Network Systems Desktops Resources
Security Storage Servers Configs

10. 10
The IT Service Management Lifecycle
Business Unit Executives
End Users
Customers
Customers
Single Point of Contact Business Relationship Management
Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Operational Tactical Strategic
Delivery Charges
Demand Demand Demand
Service Delivery:
Investment
Change RequestService Request
Service Design and Support:
Request
Service Mgmt & Governance
The Service Portfolio
Demand Management
Service
Service Desk Service Catalog Business Case
Integrated Change Service Request Service Portfolio
Management Management Management
Performance Applications Projects Software
Service Transition and Operation:
Availability SLA Risks Financials
IT Operations & Infrastructure CMDB
Infrastructure
Network Systems Desktops Resources
Security Storage Servers Configs

11. The IT Reality
11
Customers
End Users
Business Unit Executives
Help Desk
Phone
E-Mail Delivery Charges
Hallway
Servers
Help Desk Applications $$$
.xls / .doc
Service Mgmt & Governance
Sticky Notes
Desktops
Servers $$$
Change
Requests
Change Applications
Requests Desktops $$$
Powerpoints
Risks
Applications
Financials Software
Performance
Availability
SLA Projects
Infrastructure
Network Systems Desktops Resources
Servers
Security
Storage Configs

12. The Desired State
12
Business Unit Executives / Line of Business
End Users
Customers
Single Point of Contact Business Relationship Management
Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Strategic
Operational Tactical
Delivery Charges
Demand
Demand Demand
Investment
Change Request Service Request
New and Improved
Request
Service Mgmt & Governance
Supply
Demand
Business
Service Desk Service Catalog Business Case
Services
Integrated Change Service Request Service Portfolio
Management Management Management
Performance Applications Projects Software
Availability SLA Risks Financials
Operations CMDB
Infrastructure
Network Systems Desktops Resources
Security Storage Servers Configs

13. Strategic Demand
13
Business Unit Executives / Line of Business
End Users
Customers
Single Point of Contact Business Relationship Management
Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Strategic
Delivery Charges
Demand
Investment
New and Improved
Request
Service Mgmt & Governance
Supply
Business
Business Case
Services
Service Portfolio
Management
Performance Applications Projects Software
Availability SLA Risks Financials
Manufacturing CMDB
Infrastructure
Network Systems Desktops Resources
Security Storage Servers Configs

14. Operational and Tactical Demand
14
Business Unit Executives / Line of Business
End Users
Customers
Single Point of Contact Business Relationship Management
Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Strategic
Operational Tactical
Delivery Charges
Demand
Demand Demand
Investment
Change Request Service Request
New and Improved
Request
Service Mgmt & Governance
Supply
Business
Service Desk Service Catalog Business Case
Services
Integrated Change Service Request Service Portfolio
Management Management Management
Performance Applications Projects Software
Availability SLA Risks Financials
Manufacturing CMDB
Infrastructure
Network Systems Desktops Resources
Security Storage Servers Configs

15. Creating a Unified Service Model
15
Business Unit Executives / Line of Business
End Users
Customers
Single Point of Contact Business Relationship Management
Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Strategic
Operational Tactical
Delivery Charges
Demand
Demand Demand
Investment
Change Request Service Request
New and Improved
Request
Service Mgmt & Governance
Supply
Business
Service Desk Service Catalog Business Case
Services
Integrated Change Service Request Service Portfolio
Management Management Management
Performance Applications Projects Software
Availability SLA Risks Financials
CMDB
Infrastructure
Network Systems Desktops Resources
Security Storage Servers Configs

16. A new Level of IT Service
16
Business Unit Executives / Line of Business
End Users
Customers
Single Point of Contact Business Relationship Management
Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Strategic
Operational Tactical
Delivery Charges
Demand
Demand Demand
Investment
Change Request Service Request
New and Improved
Request
Service Mgmt & Governance
Business
Service Desk Service Catalog Business Case
Services
Integrated Change Service Request Service Portfolio
Management Management Management
Performance Applications Projects Software
Availability SLA Risks Financials
CMDB
Infrastructure
Network Systems Desktops Resources
Security Storage Servers Configs

17. Creating IT Transparency
17
Business Unit Executives / Line of Business
End Users
Customers
Single Point of Contact Business Relationship Management
Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Strategic
Operational Tactical
Delivery Charges
Demand
Demand Demand
Investment
Change Request Service Request
New and Improved
Request
Service Mgmt & Governance
Business
Service Desk Service Catalog Business Case
Services
Integrated Change Service Request Service Portfolio
Management Management Management
Performance Applications Projects Software
Availability SLA Risks Financials
IT is no longer a “black box” CMDB
Infrastructure
Network Systems Desktops Resources
Security Storage Servers Configs

18. The IT View
18
Business Unit Executives / Line of Business
End Users
Customers
Single Point of Contact Business Relationship Management
Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Strategic
Operational Tactical
Delivery Charges
Demand
Demand Demand
The Service Catalog
and Service Desk
Investment
Change Request
provide anRequest
Service
New and Improved
Request
Service Mgmt & Governance
understanding of Business
Service Desk Service Catalog Business Case
Services
demand and
requested Service Request
change
Integrated Change Service Portfolio
Management Management Management
Performance Applications Projects Software
The Configuration Items and Financials inter-relationships can be
Availability SLA Risks
their
CMDB
easily understood
Infrastructure
Network Systems Desktops Resources
Security Storage Servers Configs

19. Creating the View into IT Service Value
19
Business Unit Executives / Line of Business
End Users
Customers
Single Point of Contact Business Relationship Management
Requests, self-help/serve, one-stop IT interaction Demand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Strategic
Operational Tactical
Delivery Charges
Demand
Demand Demand
A Investment Portfolio which provides
Service
Change Request Service Request
the metricsNew and Improved
Request
Service Mgmt & Governance
and analysis to
Business
articulate Services
value
Service Desk Service Catalog Business Case
Integrated Change Service Request Service Portfolio
Management Management Management
Performance Applications Projects Software
Availability SLA Risks Financials
’ CMDB
Infrastructure
Network Systems Desktops Resources
Security Storage Servers Configs

20. Change & Configuration Management
Using PPM to support Operational Change
Change
Business Service IT Operations
Testing and
Advisory
Desk
Board
Configuration
CA Service Desk
Manager Management
IT Client
CA CMDB
Management
CA Clarity PPM
DCA Manager
Application
Development
CA SCM
20 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

21. 21
What PPM Does for IT Governance
21 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

22. 22
Defining an IT Service
Define a Service
Hierarchy
Manage it in a
Portfolio
22 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

23. 23
Customer and Provider Portals
Customer
Portal
Provider Portal
23 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

24. 24
PPM Provides the Risk and Value View
24 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

25. 25
The Business Relationship Manager View
25 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

26. 26
Invoice and Cost Recovery Statements
Customer
Invoice
Cost Recovery
Statement
26 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

27. 27
Linking IT Asset information to TCO
27 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

28. 28
The Big Picture
28 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

29. Successful ITG and IT SM Means
> Increased accountability between IT and business
> Improved Financial Control and Transparency
> IT services aligned to business strategy
> Efficiency: more successful IT projects
> Improved Demand Management
> Improved service support
> Higher service availability
> Improved service quality
29 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

30. CA Customers
> Broadcaster, Media and Entertainment
Deliver more projects on time and on budget
1,300 projects
2,300 staff
> Large Bank
Over 23,000 Registered Clarity Users in 40 countries
100k projects and 3.5 million timesheets
30 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

31. Integrated Portfolio and Demand Management
Manpower Centralizes IT Governance
Fortune 200 HR Services Provider with 1200 IT employees in
72 countries
> Problem
IT spending not in control
IT projects not aligned with business needs
Inconsistently applied processes with no central governance
Costly duplicate systems across decentralized IT operations
> Solution
A single IT Governance system across 26 countries
Integrated portfolio, project, resource and cost management
Global collaboration and document sharing
Multiple currencies and languages in one instance
Rapid deployment using preconfigured content
31 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

32. 32
Getting to the Next Level
Service centric
ITIL v2 - Discrete processes automated
ITIL v3 – Holistic view of service
Enterprise IT Management
Service Portfolio Based
Risk-balanced
Business policy-driven
Widespread use of best practices
32 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

33. Thank You
Pradeep Bhanot
EMEA Product Marketing
CA Clarity PPM
CA Inc.
Clarity-in-emea@blogspot.com
33 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA