4sl Group

IT Demand Management

30/5/2012

About 4sl

Founded in 2007 and privately owned Specialists in Data Protection services and IT Service Management Achieved approx. 80 % revenue growth p.a. over the last two years 65 staff Head quartered in London with offices in Lisbon, Houston, Singapore

& service operations center in Chennai Clients include Allianz, Atos, BP, Capgemini, Citigroup, Commvault,

Deutsche Bank, EMC, Fidelity International, HSBC, HP, Investec, Mizuho, RBS, Reed Elsevier, Thomson Reuters, UBS & Unilever

Recent ITSM Engagements HSBC – reduce end-end-end infra delivery time by 50%. Current state assessment

promoting strategic adoption of service catalogue & request management. UBS – global programme to consolidate & standardise global ITSM functions across the

firm. A Service Now implementation incl. incident, problem, service catalogue, request & change management.

Unilever – ‘Integrated Case Management’ solution design leveraging a consolidated service desk solution across all business functions (finance, HR, IT, facilities etc.)

Deutsche Bank – front office service improvement. Design & implement Service Level Management (SLM) function & organisation.

Citi – infrastructure service recharge. Process optimisation & improvement of financial management & cost allocation.

Thomson Reuters – improve supply chain & fulfilment. IT asset management (ITAM) process optimisation & operational change.

Reed Exhibitions – increase customer satisfaction . Establish ITSM roadmap & execution plan to leverage Service Now functions incl. reporting, service level management & service catalogue.

4sl Landscape Transformation

• The IT landscape - and your customers, are changing faster than any other point in history

Our Landscape Transformation suite provides insight highlighting early & ongoing wins

It is optimal as a package although each offering delivers significant value on its own

Landscape Transformation

Scorecard: What do your customers want?

Through structured interviews with demand-side stakeholders we identify how services are rated and quantify the business impact.

Customer feedback acts as the baseline to measure progress on service improvement initiatives.

It also provides the foundation for improvement recommendations.

Profiler: What are you doing? Landscape Profiling helps identify how things are actually working. Through an in-depth investigation we trace service lines from request to completion. This insight exposes hand-offs, bottlenecks, time and costs. The output is an accurate reflection of reality & foundational in deciding what to do

next.

Landscape Transformation

Optimisation: What should you be doing? We create a short to medium term roadmap outlining the most important areas to

tackle first. This includes a comprehensive action plan that identifies where buy-in is required,

where the land mines are and what the avoidance strategies are. Each optimisation plan is built for short-term wins with an eye to long term goals &

strategic outcomes. Execution: Do it! To ensure results from your optimisation plan we can play a role from oversight to

delivery. Leveraging our cross discipline expertise we work closely with your team to ensure

lasting change. We provide domain expertise across all process disciplines & tooling solutions.

Typical Demand Management Requirements Forecasting

– Capture estimated demand data for a 12 month period, baselined quarterly. – Capture component level detail for CapEx (servers, storage volumes etc.) and OpEx (license

demand, resource, shared services). Request

– Data extract from the forecast into a monthly request. – Data flow from one view to another without needing to repopulate.

Approval – Workflow enabling i) Approval from a technology/capability perspective and ii) Financial

approval Delivery / Confidence

– Workflow mechanism to track all tasks associated with delivering against a request and meet SLAs against the request

Guiding principles – Data needs to flow consistently throughout the process – A unique ID needs to flow consistently through the process – Reporting MI capabilities at all stages through the process

Case Study – Demand Management & Service Now Problem statement

Financial services client facing major issues reconciling disparate datasets across multiple tools for global business units. 60% time/effort overhead preparing consolidated reports for month-on-month, qtr-on-qtr, yr-on-yr estate view.

Response Analysis, design & implementation of a future state solution with fully reconciled

view leveraging elements such as: – Enriched data-model – Comprehensive/structured service catalogue (standard products) – Exception based product request (for new product/service offerings) – Framework link to CAPEX approval process

Outcome A dedicated demand forecast application within Service Now, linked directly to

service catalogue for fulfilment, CMDB for infrastructure product/service offerings and the catalogue items themselves for estate management (i.e. strategy/justification/planning) along with an integrated solution to the CAPEX approval process.

Case Study – Demand Management & Service Now

Service Now toolset now provides: – All underlying data (from an enriched CMDB) – Automatic linkage across all processes (Forecast/Request/CAPEX) – Significant cost-reduction in effort; clear, transparent and simplified estate

management reporting. Reporting outputs:

– Approved or exception based product and/or service offerings – Aggregate forecast view based on same underlying dataset (no longer any need

to reconcile dispirit data-sets) – Discrete view of any forecast item (including status with linkage to all associated

requests) – Approval status related to any CAPEX spend

Service Catalogue & Request Management Why bother? The catalogue acts as a keystone bridging the demand & supply sides of IT services. Provides a common structure to communicate across enterprise IT – from developers

to system administrators, project managers & senior management. Quality & service characteristics can be burned into to each catalogue request item

(e.g. performance/availability/capacity, delivery SLAs & price). Through an enterprise tool (e.g. Service Now) ALL demand side requests can be

directed to single self-service portal. Optimise request fulfilment through process workflow & automation for each (or

linked) request items. Leverage single data set for reporting (e.g. demand/forecasting, capacity

management, resourcing, performance etc.)

Service Catalogue & Request Management Our Approach Develop a service definition template including items such as:

– Description / Functionality – Service Interface(s) – SLAs, OLAs & Underpinning Contracts – Customer Experience – Dependent Technical Products & Components – Service Pricing / Cost Allocation model – Operating Model / Fulfilment workflow

Populate templates for a catalogue of enterprise offerings based on standard products & components.

Ensure formal governance to maintain in line with invest/disinvest roadmaps. Aggregate & cluster definitions to promote solution stacks based on known standards

& exceptions. Establish operational model leveraging structured requests for end-to-end delivery

(see next slide)

Structured Service Catalogue Underpins Request Management Process