capturing the real value of it service management
DESCRIPTION
Providers of IT services, can no longer afford to focus on technology, they must consider the quality of services they provide and their relationship with the business. IT Service Management outlines how people, processes and technology can be used to increase the value that IT can bring to the business. Through the implementation of a framework of improved processes, quick wins and a commitment to continuous improvement an IT service can be matured to offer a proactive and value focussed service which is aligned with the required business aims. Practical examples will be used to demonstrate best practice and the potential benefits.TRANSCRIPT
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!
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.