value as a service the next frontier in itsm -...

Value as a Service

The next frontier in ITSM

Nancy Van Elsacker Louisnord

President TOPdesk USA

10+ years in Service Management

#ITecosystem #SharedServiceManagement

Twitter @NancyVElsacker

Linkedin linkedin.com/in/nancyvanelsacker

Part 1: Origin

Part 2: Outsourcing

Part 3: Ecosystem

Part 4: Steps to take

Part 5: Future Ecosystem

Origin Outsourcing Ecosystem Steps Future

Value as a service

Part 1: Origin

Everything as a service


Software as a ServicePlatform as a ServiceInfrastructure as a ServiceHuman as a ServiceWorkspace as a ServiceMobility as a Service

We don’t want to buy,

we expect a service


Consumer expectations

in a business environment


Forget ownership,

performance counts



Product delivery Service delivery Value delivery


Part 2: Outsourcing

Advantages of outsourcing

Shift of Responsibility

Knowledge/Expertise

Stability

Continuity

Quality and innovation


Challenges of outsourcing

Loss of transparency

and insight



Shift of responsibility

Shift of accountability



SLA alignment




Service Catalog

Example of a Service Catalogue

Clicker vssearcher

Challenges

IT Expertise & Staff



Part 3: Ecosystem

ITIL Supplier Management

• Procurement management

• Focus on contract negotiation

and monitoring


SIAM / MSI

An approach to managing multiple suppliers of services and integrating them to

provide a single business-facing IT organization. It aims at seamlessly integrating

interdependent services from various internal and external service providers

into end-to-end services in order to meet business requirements.


SIAM / MSI pitfalls

Another framework

“Layer” in between

Focus on solution vs value


Ecosystem Integration

Ecosystem

“All the plants, animals, and people in an area considered together with their

environment as a system of relationships”

Source: Cambridge dictionary



Part 4: Steps to take

Value for end users

(re)Define and

(re)Structure Suppliers

Strategic Supplier

management


Value for end users

End goal: Happy customer

Customer satisfaction survey

XLA’s vs SLA’s


Define and Structure SuppliersOrigin Outsourcing Ecosystem Steps Future

Leverage items

Strategicitems

Non-critical items

Bottleneckitems

Pro

fit

imp

act

Supply risk

Structure SuppliersOrigin Outsourcing Ecosystem Steps Future

Low costs/ Sufficient quality Too few benefits

Costs too high

Efficiency

Added value

Impact to business

Inve

stm

ent

in s

up

plie

r Good investment

Strategic supplier management

Fits in with your organization

Shared interests

Offers added value


Supplier relationshipsOrigin Outsourcing Ecosystem Steps Future

Agreements Motivation

Freedom

Penalty clauses

Contracts

Loyalty

Shared interest

Expertise

Insight

Elbow room

Clear expectations

MEANINGFUL PARTNERSHIPS

SELECTION PART OF THE TEAM

Collaboration + knowledge sharing


Part 5: The Future Ecosystem


The Future Ecosystem

Breaking through silo’s

• Within IT

• Between departments

• Internal - External

The Future Ecosystem

Shared Service Management

throughout the entire chain


SSM Growth Model

Nothing shared

Shared tool

Shared service desk

Shared

processes

Savings

Qu

alit

y

Take-aways

Focus on the end goal (customer happy)

Strategic supplier management

Choose Relationships over Procedures and Agreements

Communicate, Collaborate, Cooperate

Thank you for attending

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value as a service the next frontier in itsm -...

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