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The Relationship Between the IT Governance and IT Service Management Lifecycles Pradeep Bhanot
EMEA Product Marketing CA Clarity PPMCA Inc.
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Governance is Evolving… 2
THENOperations Focused
NEXTRisk Management
Focused
NOWRegulation Focused
Silo-ed, department-level management
Tactical functions
Few best practices shared
ITIL, SOX, HIPAA, etc.
Expansion to some business services
Some sharing of best practices
Risk-balanced portfolio
Business policy-driven
Enterprise-wide management
Widespread best practices
2 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
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3
Service Management also Evolving…
THENOperations Focused
NEXTRisk and Value based
Management Focused
NOWRegulation Focused
Silo-ed, department-level management
Tactical functions
Little process automation
Few best practices shared
Service centric
ITIL v2 - Discrete processes automated
ITIL v3 – Holistic view of service
Some sharing of best practices
Service Portfolio Based
Risk-balanced
Business policy-driven
Enterprise-wide management
Widespread best practices
3 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
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Butler Group InsightsKey Findings
> IT Governance represents the policies and procedures by which the organisation manages its use of IT and maximises its value.
> The purpose of an IT Governance framework is to guide investment decisions, provide project visibility, assess and mitigate risk, and measure the return against strategic objectives.
> Successful IT Governance defines a joint business and IT framework and accountability, for all IT related decisions.
> Project Portfolio Management (PPM) solutions can provide powerful support for an IT Governance initiative.
> A Project Management Office (PMO) acts as a key interface between business demand and IT supply.
> IT investment must be measured, not only at the inception of initiatives, but also throughout the system lifetime
Source: IT Governance - Managing Portfolios, Projects, Processes, and People April 2007
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ITG and ITSM have Similar Drivers5
TRANSPARENCY BUSINESS ALIGNMENT
RIGOR BEST PRACTICES
FORMALITY POLICY & REGULATIONCOMPLIANCE
5 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
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A Complete IT Governance Solution
Peoplewho make decisions
Processesfor making those decisions
Technologyprovides decision support
IT Governance
IT PortfolioGovernance
IT FinancialGovernance
Risk and ControlsGovernance
IT Governance Solution
DemandManagement
Service Portfolio Management
Budgeting & Planning
Invoices & Chargebacks Controls Risks
IT Portfolio Mgt IT Financial Mgt CA GRC
CA Clarity PPM
Project Portfolio Manager
Business Relationship Mgt
6 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
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Built on a Service Model
IT Portfolio Manager
IT Financial Manager
Governance, Risk, Compliance
IT Governance
Service Delivery SLAs Service Support
Service Management
Projects AssetsApplications
IT Services
CMDB
IT and LOB Management End Users
Business Relationship Manager Service Catalog
People
7 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
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Bring More IT Budget Under Governance
IT Services
StrategicProjects%
IT B
udget
StrategicProjects
Applications
Assets
IT Governance LevelsFocused but Limited Optimized for Alignment
StrategicProjects
Applications
Assets
100%
Expanded but Siloed
DELIVERMOREVALUE
Jump toService PortfolioManagement
8 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA
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Serv
ice
Mgm
t & G
over
nanc
eC
usto
mer
sThe Business View of IT
9
Service Desk
Change Request
Operational Demand
Integrated Change Management
Service Catalog
Service Request
Tactical Demand
Service RequestManagement
Business Case
InvestmentRequest
StrategicDemand
Service PortfolioManagement
End Users Business Unit Executives
Single Point of ContactRequests, self-help/serve, one-stop IT interaction
Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Infr
astr
uctu
re
CMDB
Security
Network
Storage
Systems Desktops
Servers
Financials
Performance
Availability Risks
Resources
SLA
Applications
Configs
Projects Software
Delivery Charges
Service
Demand: Customer has needs
IT Services:Catalog
Customers
IT Operations: Value is added by the organisation that can translate
raw materials into products
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Serv
ice
Mgm
t & G
over
nanc
eC
usto
mer
sThe IT Service Management Lifecycle
10
Service Desk
Change Request
Operational Demand
Integrated Change Management
Service Catalog
Service Request
Tactical Demand
Service RequestManagement
Business Case
InvestmentRequest
StrategicDemand
Service PortfolioManagement
End Users Business Unit Executives
Single Point of ContactRequests, self-help/serve, one-stop IT interaction
Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Infr
astr
uctu
re
CMDB
Security
Network
Storage
Systems Desktops
Servers
Financials
Performance
Availability Risks
Resources
SLA
Applications
Configs
Projects Software
Delivery Charges
Service
Service Design and Support:Demand Management
Service Delivery:The Service Portfolio
Customers
Service Transition and Operation: IT Operations & Infrastructure
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Serv
ice
Mgm
t & G
over
nanc
eC
usto
mer
sThe IT Reality
Help Desk
End UsersBusiness Unit Executives
Infr
astr
uctu
re
Delivery ChargesHallway Phone
.xls / .doc Sticky Notes
ChangeRequests
ChangeRequests
Powerpoints
Help Desk
Applications
Servers
Desktops
Servers$$$
Desktops$$$
Applications$$$
Security
Network
Storage
Desktops
Servers
FinancialsPerformance
Availability
Risks
Resources
SLA
Applications
Configs
Projects
Software
Systems
11
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Serv
ice
Mgm
t & G
over
nanc
eC
usto
mer
sThe Desired State
Infr
astr
uctu
re
CMDB
Security
Network
Storage
Systems Desktops
Servers
Financials
Performance
Availability Risks
Resources
SLA
Applications
Configs
Projects Software
Delivery Charges
New and Improved BusinessServicesService Desk
Change Request
Integrated Change Management
Service Catalog
Service Request
Service RequestManagement
OperationalDemand
TacticalDemand
Business Case
InvestmentRequest
StrategicDemand
Service PortfolioManagement
End Users Business Unit Executives / Line of Business
Single Point of ContactRequests, self-help/serve, one-stop IT interaction
Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Demand Supply
Operations
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Serv
ice
Mgm
t & G
over
nanc
eC
usto
mer
sStrategic Demand
Infr
astr
uctu
re
CMDB
Security
Network
Storage
Systems Desktops
Servers
Financials
Performance
Availability Risks
Resources
SLA
Applications
Configs
Projects Software
Delivery Charges
New and Improved BusinessServicesBusiness Case
InvestmentRequest
StrategicDemand
Service PortfolioManagement
End Users Business Unit Executives / Line of Business
Single Point of ContactRequests, self-help/serve, one-stop IT interaction
Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Supply
Manufacturing
13
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Serv
ice
Mgm
t & G
over
nanc
eC
usto
mer
sOperational and Tactical Demand
Infr
astr
uctu
re
CMDB
Security
Network
Storage
Systems Desktops
Servers
Financials
Performance
Availability Risks
Resources
SLA
Applications
Configs
Projects Software
Delivery Charges
New and Improved BusinessServicesService Desk
Change Request
Integrated Change Management
Service Catalog
Service Request
Service RequestManagement
OperationalDemand
TacticalDemand
Business Case
InvestmentRequest
StrategicDemand
Service PortfolioManagement
End Users Business Unit Executives / Line of Business
Single Point of ContactRequests, self-help/serve, one-stop IT interaction
Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Supply
Manufacturing
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Serv
ice
Mgm
t & G
over
nanc
eC
usto
mer
sCreating a Unified Service Model
Infr
astr
uctu
re
CMDB
Security
Network
Storage
Systems Desktops
Servers
Financials
Performance
Availability Risks
Resources
SLA
Applications
Configs
Projects Software
Delivery Charges
New and Improved BusinessServicesService Desk
Change Request
Integrated Change Management
Service Catalog
Service Request
Service RequestManagement
OperationalDemand
TacticalDemand
Business Case
InvestmentRequest
StrategicDemand
Service PortfolioManagement
End Users Business Unit Executives / Line of Business
Single Point of ContactRequests, self-help/serve, one-stop IT interaction
Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
Supply
15
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Serv
ice
Mgm
t & G
over
nanc
eC
usto
mer
sA new Level of IT Service
Infr
astr
uctu
re
CMDB
Security
Network
Storage
Systems Desktops
Servers
Financials
Performance
Availability Risks
Resources
SLA
Applications
Configs
Projects Software
Delivery Charges
New and Improved BusinessServicesService Desk
Change Request
Integrated Change Management
Service Catalog
Service Request
Service RequestManagement
OperationalDemand
TacticalDemand
Business Case
InvestmentRequest
StrategicDemand
Service PortfolioManagement
End Users Business Unit Executives / Line of Business
Single Point of ContactRequests, self-help/serve, one-stop IT interaction
Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
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Serv
ice
Mgm
t & G
over
nanc
eC
usto
mer
sCreating IT Transparency
Infr
astr
uctu
re
CMDB
Security
Network
Storage
Systems Desktops
Servers
Financials
Performance
Availability Risks
Resources
SLA
Applications
Configs
Projects Software
Delivery Charges
New and Improved BusinessServicesService Desk
Change Request
Integrated Change Management
Service Catalog
Service Request
Service RequestManagement
OperationalDemand
TacticalDemand
Business Case
InvestmentRequest
StrategicDemand
Service PortfolioManagement
End Users Business Unit Executives / Line of Business
Single Point of ContactRequests, self-help/serve, one-stop IT interaction
Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
IT is no longer a “black box”
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Serv
ice
Mgm
t & G
over
nanc
eC
usto
mer
sThe IT View
Infr
astr
uctu
re
CMDB
Security
Network
Storage
Systems Desktops
Servers
Financials
Performance
Availability Risks
Resources
SLA
Applications
Configs
Projects Software
Delivery Charges
New and Improved BusinessServicesService Desk
Change Request
Integrated Change Management
Service Catalog
Service Request
Service RequestManagement
OperationalDemand
TacticalDemand
Business Case
InvestmentRequest
StrategicDemand
Service PortfolioManagement
End Users Business Unit Executives / Line of Business
Single Point of ContactRequests, self-help/serve, one-stop IT interaction
Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
The Service Catalog and Service Desk
provide an understanding of
demand and requested change
The Configuration Items and their inter-relationships can be easily understood
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Serv
ice
Mgm
t & G
over
nanc
eC
usto
mer
sCreating the View into IT Service Value
Infr
astr
uctu
re
CMDB
Security
Network
Storage
Systems Desktops
Servers
Financials
Performance
Availability Risks
Resources
SLA
Applications
Configs
Projects Software
Delivery Charges
New and Improved BusinessServicesService Desk
Change Request
Integrated Change Management
Service Catalog
Service Request
Service RequestManagement
OperationalDemand
TacticalDemand
Business Case
InvestmentRequest
StrategicDemand
Service PortfolioManagement
End Users Business Unit Executives / Line of Business
Single Point of ContactRequests, self-help/serve, one-stop IT interaction
Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt
A Service Portfolio which provides the metrics and analysis to
articulate value
’
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Business Service Desk
Change & Configuration ManagementUsing PPM to support Operational Change
Application Development
Change Advisory
BoardTesting and
Configuration
Management
IT Operations
CA Service Desk Manager
CA SCM
CA CMDB
DCA Manager
IT Client Management
CA Clarity PPM
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What PPM Does for IT Governance 21
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Defining an IT Service
Define a Service Hierarchy
Manage it in a Portfolio
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Customer and Provider Portals
Customer Portal
Provider Portal
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PPM Provides the Risk and Value View24
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The Business Relationship Manager View 25
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Invoice and Cost Recovery Statements
Customer Invoice
Cost Recovery Statement
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Linking IT Asset information to TCO 27
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The Big Picture28
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Successful ITG and IT SM Means
> Increased accountability between IT and business
> Improved Financial Control and Transparency
> IT services aligned to business strategy
> Efficiency: more successful IT projects
> Improved Demand Management
> Improved service support
> Higher service availability
> Improved service quality
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CA Customers
> Broadcaster, Media and Entertainment
Deliver more projects on time and on budget
1,300 projects
2,300 staff
> Large Bank
Over 23,000 Registered Clarity Users in 40 countries
100k projects and 3.5 million timesheets
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Integrated Portfolio and Demand ManagementManpower Centralizes IT Governance
> ProblemIT spending not in control
IT projects not aligned with business needs
Inconsistently applied processes with no central governance
Costly duplicate systems across decentralized IT operations
> Solution A single IT Governance system across 26 countries
Integrated portfolio, project, resource and cost management
Global collaboration and document sharing
Multiple currencies and languages in one instance
Rapid deployment using preconfigured content
Fortune 200 HR Services Provider with 1200 IT employees in 72 countries
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Getting to the Next Level
Service centric
ITIL v2 - Discrete processes automated
ITIL v3 – Holistic view of service
Enterprise IT Management
Service Portfolio Based
Risk-balanced
Business policy-driven
Widespread use of best practices
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Thank You
Pradeep BhanotEMEA Product Marketing CA Clarity PPM CA Inc.
33 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA