The Foundation for Ongoing IT and Business Alignment Presented by: Moses Onitilo Vice President -...
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Transcript of The Foundation for Ongoing IT and Business Alignment Presented by: Moses Onitilo Vice President -...
The Foundation for Ongoing IT and Business Alignment
Presented by:
Moses OnitiloVice President - ITSM Practice
Principle Technologies
Integrated IT Service ManagementIntegrated IT Service Management
NOTICE:
This material shall not be used, reproduced, copied, disclosed, transmitted, in whole or in part,
without the express written consent of Principle Technologies, Inc.
© 2003 Principle Technologies, Inc. © All rights reserved
What is IT Service What is IT Service Management?Management?
“The principals and practices of
designing, delivering and maintaining IT Services,
to an agreed level of quality
in support of a customer activity.”
- From “A dictionary of IT Service management Terms, Acronyms and Abbreviations”
Service Management Maturity Model
Fire Fighting
Reactive
Proactive
Service
Value
Objective: “Mature as quickly as possible to the Value Phase.”
Capacity Planning and Service Level Management
IT and Business Metric Linkage (Maximum ROI)
Performance, Change, Problem, Configuration and Availability Management; Process Automation; Job Scheduling
Fault Management (Red Light - Green Light); Single Console; Trouble Tickets
Multiple Help Desks, Minimal Operational Standards, Users Report Problems
Source: The Gartner Group
IInformation nformation TTechnology echnology IInfrastructure nfrastructure LLibrary…ibrary…
Literally, a library of IT-specific books Result of years of analysis and research THE de facto global standard of IT Service
Management best practices ITIL is Vital! It’s not a question of whether
you’re doing ITSM or not… it’s a question of how well or poorly you’re doing it!
What is ITIL?
ITIL Service Management PhilosophyITIL Service Management Philosophy
The three key objectives of Service Management are:
To align IT services with the current and future needs of the business and its Customers
To improve the quality of the IT services delivered To reduce the long-term cost of service provision
““IT IT isis the business” and “The business the business” and “The business isis IT” IT”
- Service Support -
Service Desk
Configuration Management
Problem Management
Change Management
Release Management
Incident Management
Service Level Management
Capacity Management
Availability Management
IT Service Continuity Management
Financial Management for IT Services
- Service Delivery -
ITIL Service Management Disciplines
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Integrated Service ManagementIntegrated Service Management
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Organization ManagementOrganization Management
MissionTo provide information about: Customers Providers Suppliers
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Configuration ManagementConfiguration Management
To provide information about the infrastructure
Mission
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Configuration ManagementConfiguration Management
Register assets Register relations Maintain information
Process
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Configuration ManagementConfiguration Management
Manual entry Data conversion Automated entry
and update
Populating the CMDB
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Service Level ManagementService Level Management
To formalize and maintain the agreements between the service provider andits customers.
Mission
A service is a logical grouping of functionality
Word processing service E-mail service Ticket reservation service (travel) ATM service (banking) Billing service (telecom) WWW access service
Examples of services are:
Service Level ManagementService Level Management
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Service Level ManagementService Level Management
Define services Agree on level of service Monitor level of
service
Process
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Help Desk ManagementHelp Desk Management
To get customers back to beingproductive as quickly aspossible
Mission
Help Desk Administrator
GroupCoordinator
Specialist
Register SupportRequest
CanHelp Desk
Resolve?
SupportRequest
PrioritizeSupport Request
Dispatch Requetto Group
Dispatch Requestto Specialist
Resolve
ResolveInform Customer
of ResolutionClose
Support Request
Yes
No
Help Desk ManagementHelp Desk Management
Process
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Help Desk ManagementHelp Desk Management
Unskilled Skilled Expert
Types of Help Desks
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Help Desk ManagementHelp Desk Management
Request for incident resolution Request for information Request for change Request for support
improvement
Types of Support Requests
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Help Desk ManagementHelp Desk Management
Customers Specialists Network and system
management tools
Support Request Sources
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Service ManagementService Management
Operational support staff Internal developers Supplier support staff
Specialists
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Problem ManagementProblem Management
To create a stable environment
Mission
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Problem ManagementProblem Management
Identify instabilities Establish root causes Propose changes
Process
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Change ManagementChange Management
Implement changes with a minimum impact on the users,in the most costeffective manner
Mission
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Change ManagementChange Management
Assess the risk & impact of implementing proposed changes
Risk & Impact Analysis
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Change ManagementChange Management
Approve, delay or reject proposed changes based on the outcome of the risk & impactanalysis
Approval
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Change ManagementChange Management
Assign responsibility for each stepof the change implementation process and monitor progress
Implementation
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
New Business RequirementsNew Business Requirements
Changes are also requested through service level management tosatisfy new requirementsfrom the business
Change Requests
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Integrated Service ManagementIntegrated Service Management
Together, these processes ensure the continuous improvement of the efficiency with whichthe services areprovided
Thus, allowing moretime to focus onthe improvementof services basedon businessrequirements
Continuous Improvement
CurrentCurrent
MeasureMeasure
AnalyzeAnalyze
ImproveImprove
ImprovedImproved
What does IT Service Management take?
“ITSM is not simply an issue of People, Process, & Technology.
It is using Integrated Technology
which is designed around, embeds and Integrates Processes
to support, enable and helpIntegrate People
to better perform their jobs.”- Ken Wendle, itSMF
Service Management benefitsService Management benefits
Improved quality of service - more reliable business support
IT Service Continuity procedures more focused; more confidence in the ability to follow them when required
Clearer view of current IT capability Better information on current services (and possibly on
where Changes would bring most benefits) Greater flexibility for the business through improved
understanding of IT support More motivated staff; improved job satisfaction through
better understanding of capability and better management of expectations
Service Management benefitsService Management benefits
Enhanced Customer Satisfaction as service providers know and deliver what is expected of them
Increased flexibility and adaptability is likely to exist within the services
System-led benefits, e.g. improvements in security, accuracy, speed, availability as required for the required level of service
Improved cycle time for Changes and greater success rate.
Why Implementations may fail?Why Implementations may fail?
Lack of staff commitment and understanding Lack of training The staff given the responsibility for implementation are
not given sufficient authority to make the required decisions
Loss of the Service Management 'champion' (the person driving the implementation)
Loss of impetus after the initial hype Lack of initial funding and lack of quantifiable long term
cost benefits Over-focus on tactical, isolated 'solutions' rather than a
strategic solution, i.e., addressing individual elements of Service Management rather than the overall picture
Why Implementations may fail?Why Implementations may fail?
Overly ambitious expectations of immediate benefits or try to do everything at once
Unrealistic implementation timetable No one accountable Difficulties of changing the culture of the organisation Tools unable to support the process, requiring tailoring of
the process or of the tool Inappropriate approach taken to implementation - not
under Project Management controls Inappropriate scoping of the process Lack of appreciation for the hard work and discipline
required to implement Service Management.
ConfigurationManagementConfigurationManagement
ServiceLevel
Management
ServiceLevel
Management
ChangeManagement
ChangeManagement
SpecialistAction
SpecialistAction
Problem Management
Problem Management
Help DeskManagement
Help DeskManagement
OrganizationManagementOrganizationManagement
Request-
Alarm
Request-
Alarm
Integrated Service ManagementIntegrated Service Management
Questions?