IT Services Development

Dr. Elijah EzenduFIMC, FCCM, FIIAN, FBDI, FAAFM, FSSM, MIMIS, MIAP, MITD, ACIArb, ACIPM,

PhD, DocM, MBA, CWM, CBDA, CMA, MPM, PME, CSOL, CCIP, CMC, CMgr

“Amid dramatic changes in the technology marketplace in recent years, many IT providers are trying to move up the value chain by providing more comprehensive and business-oriented solutions. The move to solutions responds to buyer demand for business value as well as providers' needs to stake out competitive differentiation and new areas for profitable growth.”

- Rob Leavitt

IT Service CMM

The Service CMM is a capability maturity model that specifies different maturity levels for organizations that provide IT services

1. Initial level: The IT service delivery process is characterized as ad hoc, and occasionally even chaotic. Few processes are defined, and success depends on individual effort and heroics.

2. Repeatable level: Basic service management processes are established. The necessary discipline is in place to repeat earlier successes on similar services with similar service levels.

3. Defined level: The IT service processes are documented, standardized, and integrated into standard service processes. All services are delivered using approved, tailored versions of the organization’s standard service processes.

4. Managed level: Detailed measurements of the IT service delivery process and service quality are collected. Both the service processes and the delivered services are quantitatively understood and controlled.

5. Optimizing level: Continuous process improvement is enabled by quantitative feedback from the processes and from piloting innovative ideas and technologies.

- Frank Niessink, Viktor Clerc, Ton Tijdink and Hans Van Vliet

Three Pillars of Delivery Excellence

ScheduleQualityCost

Total Cost of Quality

The total cost of quality in an IT software and services engagement is the combined costs of assurance, prevention and failure.

Key Elements of The Right Ecosystem for Delivery Excellence

1. Relationship Maturity: This means investment by both TCS and customers in a partnership based on a shared vision and strategic objectives leveraging a customized yet time tested service model that TCS has perfected. Both sides must continuously challenge one another to raise the bar, promoting innovation accompanied by moderate risk.

2. Governance: Excellence requires evangelical executive sponsorship and a commitment to establishing key performance measurements at all levels, joint ownership with clear accountability, and periodical performance reviews that effectively address the root causes that limit performance

3. Partnership: Investing in interpersonal relationships at all levels that promote open and timely communication, and–extremely important–transparency on both sides. Empowerment at appropriate levels to remove hurdles and drive process improvements that promote pro-activeness, productivity, reuse, change, efficiency and leverage of the broad ecosystem that both TCS and its customers bring to the table. The relationship between clients and consultants must be marked by a shared language, a shared vision, shared objectives, and a shared definition of success metrics.

Source: Tata Consultancy Services

Making The Solutions Transition

• Developing New Solutions

• Generating Solutions Demand

• Enabling Solutions Sales

• Building a Solutions Organization

• Measuring Solutions Success

Typical IT Services 1

Applications Outsourcing ServicesApplications Rationalization ServicesContent ManagementEnterprise Application Management ServicesTesting ServicesPortals/ Composite ApplicationsFlight Planning Services

Typical IT Services 2 2

Customer information systems and utility billing services

Payroll servicesCard servicesConsumer direct servicesContact center outsourcing servicesCustomer relationship management services

Typical IT Services 3

Server management servicesEnterprise networking services Information protection servicesBusiness intelligence servicesHosting services IT security

Applications Outsourcing Services

Offering choice and flexibility in outsourcing support for select applications or entire applications portfolio.

Applications Rationalization Services

Applications Rationalization Services performs an assessment of a client’s applications portfolio from a business, functional, technical, and financial perspective in order to develop a roadmap to optimize and modernize the applications to better support the business agenda.

Content Management

This provides an integrated approach for managing all content-related processes across an extended enterprise.

Testing Services

This is the delivery of the right mix of testing and quality assurance.

IT security

• Blocking network based attacks – Examples: firewall, antivirus gateways, secure email, spam

protection, and secure web filtering, intrusion detection and prevention

• Blocking host based attacks – Examples: personal antivirus, personal firewalls, spyware removal,

host intrusion prevention • Eliminating security vulnerabilities

– Examples: patch configuration management and compliance, vulnerability management and penetration testing

• Safely supporting authorized users – Examples: strong passwords, VPNs, secure remote access, file

encryption, ID access and management • Tools to minimize business losses and maximize effectiveness

– Examples: backup, log management, regulatory compliance tools

Global Trend in Outsourcing• India has become a strong player in IT outsourcing

around the world, from humble beginnings;• Global IT outsourcing in excess of $2 trn and most

of it is in terms of Software Development, Call Centers and related services;

• Increasingly the global market is looking to recruit new markets in Africa;

• Nigeria has a strong potential for being the hub for West Africa:– given the level of literacy– Size of population and hence market– Nigeria accounts for over 70% of West African

market;• Government business provides a huge opportunity

for developing a ‘software Nigeria’ brand.Source: Presidential Committee on the National Identity Management System, Consumer Credit System and Outsourcing Initiative

Dr Elijah Ezendu is Award-Winning Business Expert & Certified Management Consultant with expertise in HR, OD, Competitive Intelligence, Strategy, Restructuring, Business Development, Sales & Marketing, Interim Management, CSR, Leadership, Project & Programme Management, Cost Management, Outsourcing, Franchising, Intellectual Capital, eBusiness, Social Media, Software Architecture, Cloud Computing, eLearning & International Business. He holds proprietary rights of various systems. He is currently CEO, Rubiini (UAE) and Hon. President, Worldwide Independent Inventors Association. He functioned as Chair, International Board of GCC Business Council (UAE); Senior Partner, Shevach Consulting, Nigeria; Chairman (Certification & Training), Lead Assessor & Council Member, Institute of Management Consultants, Nigeria; Lead Resource, Centre for Competitive Intelligence Development; Lead Consultant, JK Michaels; Technical Director, Gestalt; Chief Operating Officer, Rohan Group; Director, Fortuna, Gambia; Director, The Greens; Director of Programmes & Council Member, Institute of Business Development, Nigeria; Member of TDD Committee, International Association of Software Architects, USA; Member of Strategic Planning and Implementation Committee, Chartered Institute of Personnel Management of Nigeria; Adjunct Faculty, Regent Business School, South Africa; Adjunct Faculty, Ladoke Akintola University of Technology, Nigeria; Editor-in-Chief, Cost Management Journal; Council Member, Institute of Internal Auditors of Nigeria. He holds Doctoral Degree in Management, Master of Business Administration and Fellowship of Several Professional Institutes in North America, UK & Nigeria. He is an author & widely featured speaker in workshops, conferences & retreats. He was involved in developing Specialist Master’s Degree Course Content for Ladoke Akintola University of Technology (Nig) and Jones International University (USA). He also works as Adjunct & Visiting Professor of Universities and holds Interim Management Assignments on Boards of Companies.

Thank You