high level for members of the bored

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Stability in a changing world© itsmf 2002-5®

Effective Service ManagementEffective Service Management

- a passing fad or the essence of a passing fad or the essence of future survival?future survival?

Chris Lang Chris Lang Publications & Projects Manager, Publications & Projects Manager,

ititSMF SMF UKUK

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What is theWhat is the ititSMFSMF? ? The only internationally recognised and independent organisation dedicated to IT Service Management. It is a not-for-profit body, wholly owned and principally operated, by its

membership.

Purpose: To develop and promote “best practice” and standards in IT Service Management to enable organisations to deliver efficient & effective solutions.

Through: Thought leadership & contributions; can take the form of conferences, seminars, authorship, workshops, websites, magazines, white papers, research - that enable the sharing of knowledge and experience.

Started in UK in 1991, first ‘overseas’ chapter (Netherlands) in 1994/5

now 30+ chapters worldwide with35 by year-end

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Partners

ToolsSystems Artefacts

What is IT Service Management What is IT Service Management (ITSM)?(ITSM)?

A set of disciplines, embracing

that together allow us to develop & deliver high quality IT services.

Process

What to do How

WhereWhen

PeopleCulture

Organisation Competence

Managed services

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What does ITSM cover?What does ITSM cover?

Not just about managing technology - though we need Systems/Network Management

Not just about managing “live services”

Managing the complete lifecycle from the initial ideas through to decommissioning of obsolete

solutions.

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Why do enterprises invest in Why do enterprises invest in (IT)SM?(IT)SM?Business-driven:

InternalCost/value for money Service quality Pre-cursor to “outsourcing”As part of wider “quality” initiatives that are

deployed internally – ISO9001, EFQM, 6 Sigma, Balanced scorecard

ExternalOthers are doing (Competition)Required for legal reasons (Compliance – FAST,

SOX, Basel II, CObIT)

IT-drivenProtection against “outsourcing”Cost-savingService qualityStaff morale/retention

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You can’t sell a method(ology) to the board

Sell the need and the rewardsImprove service qualityBusiness benefit

Hook into corporate drivers- quality/governance

(ISO9001, EFQM, Six Sigma, COBIT, Balanced scorecard)

Getting business buy-inGetting business buy-in

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ITILITIL®® “Best Practice” “Best Practice”

Service DeskIncident ManagementProblem ManagementChange ManagementConfiguration ManagementRelease Management

Service Level ManagementCapacity ManagementAvailability ManagementFinancial ManagementIT Service Continuity

Also: SAMBus Perspective (2)

CCTA(now OGC) late 80’s

Non-prescriptive guidance

Vendor/technology agnostic

Focus on process & people

Process

What to do How

WhereWhen

Planning to Implement Service Management

ServiceSupport

ServiceDelivery

The

Business

The Business

Perspective

Application Management

ICTInfrastructureManagement

The

Technology

Security Management

Current

ITIL® is a registered trademark of OGC

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Core processes Core processes Covers 1 functional area Service Deskand 5 processes/functionsIncident ManagementProblem ManagementChange ManagementConfiguration ManagementRelease Management

Covers 5 processes/functionsService Level ManagementCapacity ManagementAvailability ManagementFinancial ManagementIT Service Continuity

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Business Strategic Tactical Execution

What’s

New

High level Introduction

Glossary Process Models

Core

CEO/CFO CIO/Director Management Practitioner

Probable shape (ITIL Probable shape (ITIL Refresh)Refresh)

1. Service design

Strategic introduction to

ITSM

Business briefing

brochure

Study Aids

3.Service support

5.Service

improvement

4.Service delivery

2.Service

introduction

Complementary ITIL: small scale

Implementation

Complete Introduction

Benefits, Business case, Exam scheme,

Professionalism, Tools, Consultancy, intro to structure & coverage of SS/SD

Case studies

TEMPLATES

ITIL research

Tech specific

application

ITIL for Public

sector

Web

itSMF pocket guides and translation glossaries, etc

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IT Service Management Standards & Best IT Service Management Standards & Best Practice FrameworkPractice Framework

Part 2Code of Practice

Part 1Specification

Formal Standard(BS 15000 / local variant, DEC 2005 : ISO/IEC20000)

ITIL, BIP seriesBest practice guidance

Your Own Policies, Processes & Procedures

Implementation & CSIP plans

®

Supplementary Material

ITIL Self Assessment Questionnaire

Managers Guide to ITSM (BIP 0005)

ITSM Self-assessment Workbook (PD0015)

Supplementary Material

ITIL Self Assessment Questionnaire

Managers Guide to ITSM (BIP 0005)

ITSM Self-assessment Workbook (PD0015)

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Competence

Communication & education

Knowledge, Attitudes, Skills, Experience

Formal qualifications – (ISEB and EXIN)

Foundation, Practitioners & Managers

Professional standing – Institute of Service Management

www.iosm.com

Culture Organisation Competence

Organisation

Design the organisation to support the processes & people

Focus on external not internal views

Quality peopleQuality people People

Develop a SM Culture

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ToolsSystems Artefacts

Considerations:

Integrated toolsets

Autonomic systems

Web-enabled, self-help

“ITIL-compliance” ?????

Evaluate:

Functionality

Integration

Support

Corporate fit

Quality Quality productsproducts

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PartnersManaged services

Evaluate:

Service capabilities

Integration

Support

Corporate fit

BS 15000 Certificated

“ITIL-registered consultant”

Quality Quality partnerspartners

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Benefits realisationBenefits realisation

IDC - 79% reduction in downtime - total savings per user c $800 p.a.

Meta - 85% resolution at FPOC- cost per call down 30%- 50% reduction in new product cycle

Barclays - Downtime reduced from 60 to 15 mins p.a.

Proctor & Gamble - $100 million p.a. savings!

itSMF survey - 70% achieving “tangible & measurable” benefits

HDI - > 50% measured improved customer satisfaction - 84% would recommend - 20% saw a business competitive advantage

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Realising & articulating the Realising & articulating the benefitsbenefitsExample:Improved problem management leads to nn% reduction in repeat calls to service desk

Effect BenefitIT Fewer calls Productivity increase on desk

1 less support staff Cost saving thru reduced headcountResource to do other things

Job satisfaction/staff morale

Business Less downtime Increased user productivityJob satisfaction/staff morale

SD image enhanced

>>>> a few months later: … 30% increase in calls

IT 2 more support staff ???? Increased development

BuBusiness Increased user productivity x n!

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SummarySummaryInformation Services are a vital and corepart of the business

We need to think end-to-end service

Service management isn’t optional

Quality process-driven approaches andprofessional staff really deliver value

ITIL/BS15000 (ISO20000) provides a solid framework for developing an appropriate solution

itSMF can help you develop an effective solution

The business can/will reap the benefits and achieve the ROI on IT

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Thank you for Thank you for listeninglistening

Any questions?Any questions?

150 Wharfedale Road Winnersh Triangle

Wokingham Berks

RG41 5RB+44 (0)118 918 6500

® is a registered trademark of itSMF Ltd