The three Rs: Roles Responsibilities Relationships

1. The 3 Rs Roles, responsibilities, relationships v2

2. System People Process Practices Technology Things

3. Evolution Systems

4. Operating model http://blogs.pinkelephant.com/index.php?/troy/the_strategic_role_of_an_it_operating_model/

5. Operations and Services Team IT Support Teams Business Teams Change Technical Teams Service Delivery Supplier Mgmt Change Advisory Board (CAB) Service Design Customers Technology Team Data TeamManagement Group Strategy Requirements Project Approval Demand Approval Change Deploy service ICT Service provider vendor Service Centre ICT Service Desk Service provider Vendors Escalation Escalation Reporting Initiate ICT Operations Reporting Incidents Users Changes Support Executive Group Policy Business relationship (BPM) Champions Feedback Service Support Changes Escalation

6. People People Process Practices Technology Things

7. He Tangata He aha te mea nui o te ao? He tangata, he tangata, he tangata

8. Human pace of change change time lag

9. Changing people • Motivation -> willingness • Communication -> understanding • Development -> capability Fair process • Engagement • Explanation • Expectation 978-0117080607

10. The three Rs • Roles • Responsibilities • Relationships

11. Roles http://www.sfia-online.org

12. Responsibilities http://www.isaca.org/cobit

13. Relationships • Inputs / outputs: artefacts • Operating model • Support model • Engagement model

14. ICT Service Desk Infrastructure suppliers HR support Staff “Level zero” Level One Level Two Level Three SMC UNIX sysadmins ICT Application Support triage PeopleSoft developers RMS functional analysts PeopleSoft Self help forms Ticketing, workflow management, service levels Ticketing , workflow management Incident and request management interlock Support Model Level Four JIRA email Heat HR district SMEs Other ICT resolver groups WFM district staff RNZPC Training

15. Support model Contact/CRM Self help ChannelsLevel1LevelTwo Incident triage, resolution Major Incident Request fulfilment HR Training Workforce Infrastructure Desktop Network Database Email user training Phones LevelThree SAP Success factors LevelFour Kronos opSys WAN/LAN DevicesStorage Servers Security WindowsBusiness Objects Applications Incidentandrequestmanagement Problem Management Service level management Supplier Management Service Delivery SupportingLevel FourLevel ThreeLevel TwoLevel One Business relationship ProductionChange Change management Release management App Support ICT ICT ICT x x x ReveraKronosSuccess Factors SAP ICT ICT ICT ICT ICT Training Microsoft ICT Service Desk ICT ICT ICT Service Desk ICT ICT ICT Service Desk SDM Service Change ICT ICT Service Desk ICT Change Manager ICT Release Manager ICT vendor Mgmt supplier manage ment SDMSDM ICT Portfolio Manager x ICT Service Desk Spark VendorService provider ICTserviceBusiness units HR Support Training support WFM support ICT ICT Service Desk SDM ICT Portfolio Manager xxx Champions Finance Finance support xx MyPolice Support Service Centre Service Centre

16. Engagement model • Use • Security • Architecture • Compliance • Service Catalogue • Request Catalogue • SLA • Service Owner • Change Manager • Service Desk • Email • Meeting • Report • Phone • Website • Design • Incident • Request • Change • KPIs • SLTs • Charges • Audit

17. Practices People Process Practices Technology Things

18. IT4IT http://www.opengroup.org/subjectareas/IT4IT

19. Standard+Case http://www.basicsm.com/standard-case 978-1482061741

20. DevOps • Culture • Automation • Lean • Measurement • Sharing http://www.itskeptic.org/content/define-devops DevOps is agile delivery 978-0988262508

21. Lean • More with less • Eliminate waste • Overprocessing, • Transportation, • Motion, • Inventory, • Waiting, • Defects, • Overproduction. • Theory of Constraints B00BU1BNZO

22. Improve

23. Things People Process Practices Technology Things

24. 3Ps • Policy • Process • Procedures

25. ICT Processes DIRECT governance artefact framework Organisational Principles Organisational Strategy Organisational Charter Organisational Behaviour Policy Organisational Responsibility Policy Organisational Structure Organisational Strategic Policy Organisational Conformance Policy Organisational Performance Policy Enterprise Architecture Organisational Business plan Organisational Investment budget ICT ISSP Organisational Acquisition Policy ICT Security Policy ICT Behaviour Policy ICT Budget Organisational Service Strategy ICT Service Strategy ICT Practice Framework ICT Procedures Organisational Operating model ICT Operating model ICT SLAs ICT Service Portfolio ICT Quality Policy ICT Resources Policy ICT Change Policy ICT Availability and capacity plan Organisational BCP ICT Continuity plan ICT CSI plan ICT RASCIs User Device Policy Acceptabl e Use Policy ICT Compliance Policy ICT Acquisition Policy CMDB SDLC Tool chain Infrastructure plan Organisational Vision and mission policies plans structures organisationalfunctionalcontextual ICT version personnel finance sales ICT Architecture Organisational Service Portfolio why how what Quality standards • Risk • Benefit • Resource • Goals • Lifecycle • Measures • Lists • Information • Relationships DR plan SOE Change schedule Organisational Work Programme Organisational Asset Register Governance artefacts are instruments by which governors direct the enterprise None of these are necessarily written down, but they all exist at some level of formality if only oral ICT Knowledge base Many-to- many Direct

26. Balanced Scorecard Customer Engagement  Customer satisfaction  Quality of communications  Frequency of meetings and reviews  Timely reporting Internal Performance  User satisfaction  Timeliness  Policy compliance of provisioning  Quality of ticketing Financial Performance  Headcount  Staff retention  Staff productivity  Budget tracking Improvement and Growth  Improvements delivered  Knowledgebase growth  Training programme delivered  Coaching performance http://www.basicsm.com/content/balanced-scorecard-service-desk

27. Service RASCI (Responsible, Accountable, Supporting, Consulted, Informed) v6 for telephony and related systems Delivery Manager CC Manager Service administrat or Service Improveme nt Service Supply Level 2 technical IS CTO IS BRM IS Service Desk Manager IS Service Desk IS SMO IS Change Manager IS Release Manager STRATEGY AND DESIGN Policy, strategy, and standards A R I I I C Risk and value management A R C C C People resource management A R Service financial management A R Business relationship management -strategic A R Service level agreements A R C C C C Quality, assurance A R S Continual improvement management A R S Service owner/service delivery manager A R Business relationship management -tactical A R Business owner A R Service design A R C C C C Business architecture C C Information architecture C Solution (service) architecture A R C Infrastructure architecture C I Security architecture I I Service integration and supplier performance A R S C S Supplier contractual management A C R Supplier contractual management - Revera, Fujitsu, Vodafone etc C I A Service portfolio and catalogue R C S Availability and capacity planning A R C I I S OPERATION AND SUPPORT Business relationship management -operational R S C Helpdesk/contact channels/service desk C R C Support platform I R Support knowledge management R S Request Management C R S A Request fulfilment Application administration tasks A R Identity and access provisioning A R R Device and system provisioning A R R Data error fixing A R I Capacity provisioning A,C R R I User training and coaching R Remote access permissions C R R Site access at Revera R Identity and access management R S S User training R Incident Management C R A Level 1 support I R triage, grey area analysis S I R supplier coordination S I R Level 2 support RASCI

28. ITIL

29. Automation • Continuous Integration • Continuous Delivery • Continuous Deployment • Tool chain 978-0321601919

30. People Practices Things improve require 3Rs leadership ABC performance policy plans leanCSI standard CMM RASCI op model process model tools proce duresmetrics autom ation

31. The 3 Rs Roles, responsibilities, relationships Rob England The IT Skeptic www.itskeptic.org @theitskeptic

The three Rs: Roles Responsibilities Relationships

The three Rs: Roles Responsibilities Relationships

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