digitalization with it service management & it service ... · customer centric service design....
TRANSCRIPT
Karl Klostermann, BMW Group IT
Service Management Group IT Project
DIGITALIZATION WITH IT SERVICE MANAGEMENT & IT SERVICE DESIGN THINKING.BMW’S APPROACH TO CHANGE THE IT FROMSILO ORIENTATION TO A SERVICE ORIENTED BEHAVIOR.
SPEAKER INTRODUCTION.
Name: Karl Klostermann
Title: IT Project Manager
Function: Customer Channels - IT Infrastructure & Technology Management
Company: BMW AG
Experience: 10 years at BMW AG, 3 years project manager of IT Service Management.
Expertise: Agile Methods, DevOps, IT Service Management, …
Achievements: Introduced IT Service Design Thinking incl. complete toolchain, introduced IT Service Management Platform with
automation capabilities,…
Current Projects: Agile Transformation Agent at BMW Group IT. Rollout IT Service Catalog 2018.
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 2
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 3
MY COMPANY – BMW.
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 4
WHY ARE WE HERE?
OBJECTIVES AND WHAT YOU WILL LEARN.
Objectives
Delivering IT Services in an efficient and managed way is possible – but only if you combine:
1. IT Service Design Thinking.
2. A Service Oriented Architecture integrating your legacy world.
3. State of the art service lifecycle management.
4. A highly motivated, interdisciplinary team.
What you will learn
Implement cloud based IT Service Management in a strongly regulated EU Data Protection Enterprise environment.
Designing a Service Oriented Architecture for Automated Service Fulfillment.
Understanding your Customers Needs.
Service Data is the Key.
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 5
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 6
1. IT SERVICE
MANAGEMENT IS
HARD WORK …
(BUT WORTH IT)
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 7
2. “DIGITALIZATION
AND THE NEW
NORMAL”
THE NEW NORMAL - MASLOW 2.0
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 8
Self-actualization
Love and belonging
Safety
Physiological
THE NEW NORMAL - MASLOW 2.0
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 9
WIFI
Self-actualization
Love and belonging
Safety
Physiological
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 10
3. BE READY FOR THE
UNKOWN UNKOWN
INTRODUCING IT SERVICE MANAGEMENT.HELP TRANSFORM GROUP IT TO A SERVICE ORIENTED IT ORGANIZATION.
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 11
Customer centric service design.
Service Design Thinking
methodology and toolbox.
IT‘S ALL ABOUT
SERVICE DESIGN
THINKING !
Automation of service fulfillment
for faster time to business and
time to value.
Remove irritations caused by
different IT fulfillment channels.
IT‘S ALL ABOUT
TIME TO BUSINESS !
Reduce Customer Touchpoints.
Aligned interaction with IT
processes.
IT‘S ALL ABOUT
CRUSHING
COMPLEXITY !
IT SERVICE MANAGEMENT - WHAT IS AN IT SERVICE ?
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 12
ITIL V3 - “oldschool”An IT Service is based on the use of Information Technology and supports the Customer's Business
Processes. An IT Service is made up from a combination of people, processes and technology.
FireScope - “modern”The discreet points of interaction between your technology and your customers, both internal and external.
BMW - “engineer”
(IT Components* + Customer) x Time = IT Service
*IT Component can be a technology, product, consulting, system, hardware, device, app, operation, etc.
instead of …
THE FIVE PRINCIPLES OF DESIGN THINKING.
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 13
The entire environment of a service
should be considered
5. HOLISTIC
Intangible services should be visualized in
terms of physical artefacts
4. EVIDENCING
The service should be visualized as a
sequence of interrelated actions
3. SEQUENCING
Services should be experienced through the
customers’ eyes
1. USER CENTERED
All stakeholders should be included in
the service design process
2. CO-CREATIVE
DESIGN THINKING APROACHES.
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 14
Criteria Design Thinking Lean StartupService
Engineering
User Centered
Design
Service Orientation
Customer Orientation
Discovery of Hidden Needs
Fast Iterations
Integration of different stakeholder
Flexibility towards different design goals
Integration of existing services
Assessment of business case
Easy Application
Reproducibility
Consistency
Early Prototyping
Quality Gates
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4. THERE ARE A LOT OF
STORIES TO TELL …
DESIGN THINKING ROADMAP.HOW TO START YOUR CREATIVE JOURNEY.
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 16
Design Thinking
Crash Course
1Session
duration 3h
Product- and
Life Service Experience
Design Thinking Basics
(incl. Prototyping)
Present the
Prototype as Elevator Pitch
Service Design
Thinking I
2Session
Definition of
Service Ideas
Understand
Pains & Gains of your customers
Mapping on
Service Offeringduration 3h
Service Design
Thinking II
Fastlane
internal employee3
Session
Service Definition
Touch Points
duration 8hCustomer Journey
4Session
Service Design
Thinking III
Service Experience
(implementation)
Service Experience
(Lifecycle)
duration 8h
Outcome
Methodologies & Processes
Toolbox
✓
✓
IT SERVICE MANAGEMENT.IT‘S ALL ABOUT CUSTOMER EXPERIENCES.
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 17
TRADITIONAL IT ORGANIZATION AS A SERVICE
Install software
Order a phone
Order a PC
Apply for
mailbox
Using email request
Using web portal 2
Using web portal 1 Typing in
Using web portal 3
Using web portal 4Apply for
remote access
John Doe
2354222
John Doe
2354222
John Doe
2354222
John Doe
2354222
John Doe
2354222
Customer
IT SERVICE
MANAGEMENT
Service Strategy
& Design
Service Transition
Service Operations
SE
RV
ICE
DE
SIG
N T
HIN
KIN
G
Install
softwareProvision
a phone
Provision
a PC
Provision a mailbox
Provision
remote
access
ORCHESTRATED IT SERVICE FULFILLMENT
Name John Doe
Employee No. 1234568
Location Germany
Office ITZ
Delivered
FG-customer
SERVICE CONFIGURATION DATA
ONE STOP SHOPPING
✓
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5. TALK IS CHEAP
SHOW ME THE CODE …- Linus Torvalds -
IT SERVICE MANAGEMENT. HOW WE DO IT.SERVICE MANAGEMENT PLATFORM.
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 19
Service Oriented Data Bus (Service Bus)
Fro
nt-S
tage
Bac
ksta
ge
Service Management
DatabaseFNT Service Planet
Service
OrchestrationIsonet WFXpert.Net
IT Ticket
(Incident, Change,
Workorder, Tasks)
User Device
Order automation
...
CMDB EVENT MANAGEMENT ……
IT-Customer
Customer Knowledgebase IT Support Chat Ticket Self ServiceService Catalog Callback
Service Offering Ticket Container
Service Instance, Service Definition
Fulfillment Systems
ACCOUNTING
IT SERVICE MANAGEMENT PLATFORM.RESULTS.
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018
100+Automated
IT Services
>1.000Happy users per day
on the platform
15Minutes saved
per request
(No manual IT Ticket creation by user)
0Outages in 2017
>1.000Knowledge articles
>3 Mio.Configuration Items
In ServiceBus
> 30.000Service Requests with
automated fulfillment
processed p.a.
Getting better every day
Platform ready for new functionality & processes
Page 20
TOP TAKEAWAYS.
Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 21
Customer:
✓ Put your customers in the
middle of the game.
✓ Know customers pains &
gains.
✓ Design (not only implement)
a Service.
✓ Use minimal viable products.
Channels:
✓ You can easily implement
new channels to your
customers.
✓ Every channel is based on
same same data.
✓ Digitalize touchpoints and
processes.
Architecture:
✓ Principle of loosely coupled
systems.
✓ Best of Breed.
✓ Hybrid cloud architecture.
✓ Service Oriented
Architecture.
Service Data:
✓ Implement a Service Management Database (SMDB)
✓ Implement a Service Bus.
✓ Legacy systems will stay as data master - service bus handles data.
✓ All existing and new IT services will take advantage of every new interface to legacy system.
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