capturing the real value of it service management

Capturing the Real Value of IT Service ManagementStew Hogg & James Alderson

14th Feb 2014

Scope

• What is IT Service Management (ITSM)?• Service Management: A Journey• The Business and IT Alignment• Getting Started with ITSM• A New View of IT

What is IT Service Management?

Why do we need IT Service Management?

What is IT Service Management

IT service management focuses on the optimisation of:

To ensure that an IT

service can deliver

real value to the business

Technology

Process

People

What challenges does your IT service struggle with?

Poor ROI

Lack of strategic vision

Communication

Poor user perception

Poor understanding the business

Uncontrolled expenditure

Skills gap

Unproven business continuity

Misunderstanding of major risks

Lack of visibility to facilitate decision making

Overview of ITILv3

• End to end Lifecycle approach

• Embedded continual service improvement

• Focus on alignment with business priorities

• Measuring success in terms of business value

The Service Lifecycle

Service StrategyStrategies, policies, standards

Service DesignPlans to create and modify services and service management processes

Service TransitionManage the transition of a new or changed service and/or process into production

Service OperationDay-to-day operations of services and service management processes

Continual Service ImprovementActivities are embedded in the service lifecycle

Benefit or Bureaucracy

Positive• Adopt and adapt to your

business needs

• Improved business agility: reduce change cycle time by up to 50%

• Save cost: right first time reducing rework

• Improved customer & user perception

Negative• Cost overhead to implement

new processes

• Cumbersome and rigid if adopted without a business focus

• Business engagement needed before full ITSM is adopted

• ITIL language can be a barrier

The ITSM Journey

A long running problem…

SupportFocus

StrategicFocus

BusinessFocus

CustomerFocus

TechnologyFocus

Profit Centre

• Task driven culture

• Inconsistent Documentation

• Product led• Silos of

Technology

• Basic Alerting• Repeatable

Support Processes

• Incident Driven Projects

• Limited Asset Management

• Problem Management

• Process Owners

• Regular KPI Reports

• Controlled Asset Management

• Business led goals

• Understanding of business priorities

• Financial Planning

• Continual Service Improvement

• IT is a Strategic Partner

• Catalyst for Innovation

• Business Alignment

• Pre-emptive Capability

Technology Centric

Business Centric

Service Maturity Journey

Ad-Hoc

Reactive

Proactive

ServiceValue

Scope of Maturity Assessments

• The journey involves taking reviewing the following 5 aspects of the IT service– Vision– People– Process– Technology– Culture

Targeting Maturity

Ad-Hoc Value

Delivering real value

Any process of service maturity should be financially neutral at least!

Business and IT Alignment

In reality…

• It all starts and ends with a clearly defined business strategy

• An IT department is purely a service function

• Technology has little value in its own right• The business wants more value out of the

money spent on technology

Why is it so hard?

Business

Poor service and IT department ‘geek

speak’

Lack of business awareness in the IT

Department

Focus on technology rather

then solving business problems

IT

Poorly defined or communicated

Business Strategy

Lack of technology awareness at Board

Level

Lack of commitment to technology

projects

What’s in it for me?

• Better agility – IT and Business• Performance can be measured• Turning risks into opportunities• Demands on IT can be managed• Delivery on organisational strategy

improved through use of technology

Realising Value: The 5 ways

Improving quality and productivity, reduce costs

Enhancing customer relationships and service

Teamwork and collaboration

Timely Management Information

Information security and risk reduction

Business Engagement

• Why is it important to engage the business? Can IT “go it alone”?

• How can you get the business engaged in improving IT service delivery?– The IT Team must prove to the business that

they understand– Speak the same language

Same language?

“IT struggles to provide value to the business as their contribution is not

seen”

“The business do not communicate their priorities and strategic

direction to IT - IT cannot influence or support this objective in the most

effective way”

“Additional value could be provided by IT in the form of

new services if they were involved in business initiatives”

“IT don’t understand or

react to the pressures faced

by the business”

“IT get bogged down in the detail of technology and don’t look at the bigger picture”

Suppliers or Partners?

• Being perceived as a supplier:– may impact IT’s ability

to contribute to the corporate strategy

– accentuates the divide between business and the IT

What should we do?

Listen

Engage

Determine Business Need

Address the Gaps

Review

Pragmatism is key!

Getting Started with IT Service Management

Gathering Momentum

Analyse the status quo

• Gap analysis

• Identify quick wins

• Highlight major risk

• Identify opportunities

Practical ITSM Tips

Don’t

• Try to implement all ITSM process in one go

• Proceed without senior management support

• Implement ITIL for ITIL’s sake

• Start with technology

Do

• Engage the organisation at every level

• Understanding how we deliver against the vision

• Start with CSI process and identify quick wins

• Implement ITSM as a continuous programme

Never lose sight of the fact that IT exists to support the BusinessEmbed this within the culture!

Consolidation … just as important as innovation

A new view of IT

Introducing your new strategic partner

• Profit centre• Proactive in nature• People focussed• Process maturity• Performance through technology• Praised by the customers• Partner to the business

Let’s Get Started

• Appoint a champion

• Baseline existing service

• Capture the Vision

• Deliver!

Questions?

Email: Stewart.hogg@Waterstons.com | James.Alderson@Waterstons.com

Twitter: @Waterstonsltd | @mrJamesAlderson

Coming soon…

PREPARING FOR MOBILE DEVICE MANAGEMENT AND BYODFriday 28th February 2014, 11:45am, Waterstons Durham office

Charlie Hales and Nigel Robson will cover the important considerations a business should make before implementing an MDM/BYOD strategy, and will consider the ongoing implications of allowing corporate data to be accessed on personal devices ensuring the maximum benefit to businesses, customers and the end users.