Business relevance: ITSM which delivers outcomes - Simon Kent, Sollertis

Business Relevance

- ITSM which

delivers business outcomes

The state of the ITSM nation…

We’ve done a great job of utilising the ITSM tools for

Business As Usual

Service Desk

Incident ManagementRequest

Fulfilment

Event Management

Problem Management

Change ManagementCMDB

Service CatalogueSLA’s

IT Service ManagementBut then why

don't our business colleagues always see the value in our Business As Usual work?

What are we doing wrong?

There can be a better way…

Guidance

NEWopportunities to

demonstrate value

colleagues

Listen AdviseConsult

Business TechnologyConvergence

Business Outcome & Objectives Aware

Partnership

to our business

Improvement

Progressive

BIGthe

picture

IT’S TIME FOR IT

DEPARTMENTS TO ADOPT

A SMART ITSMAPPROACH

What’s in it for

YOU?ITSM suitable for 21st century SMART Business and SMART Society

Integral business partner - valued and revered by your business peers

Capitalise on existing investment in ITSM tools

Progressive Service Management delivering outstanding experience and value

Demonstrate Technology Leadership driving and enabling SMART Business

Business aligned Service Management capabilities to support IT as a Service

SMART IT Service Management

Business As UsualIncident Problem

Request Change

Service CatEvent

SLACMDB

5 Tenets

Business Relationship Management

Customer Experience Service IntegrationProcess Automation -

Lean ITContinual Service

Improvement

SMART IT Service Management

Business Relationship Management

ITIL 2011Service Strategy

BRM Role

NY based formed in 2013

10000 members

Business UnitsWho are we?

Where are the reporting lines? Who are the key stakeholders?

Capabilities

Colleagues Customer Experiences

Business Outcomes

Business StrategyStrategic Business Goals

Mid - Long Term

C-Suite Business DirectionWhere are we heading?

Business ObjectivesTactical Objectives

S.M.A.R.T

How are we going to achieve our strategic goals?

Action Oriented with Clear Outcomes

Defines

Executed By

Business Relationship Management

SMART ITSM

Business ObjectivesTactical Objectives

S.M.A.R.T

How are we going to achieve our strategic goals?

Action Oriented with Clear Outcomes

Business OutcomesBusiness Relationship Management

SMART ITSM

Business OutcomesBusiness Relationship Management

SMART ITSM

Business OutcomesBusiness Relationship Management

SMART ITSM

Unique ID

Current Status and Lifecycle

Business Objective Category

Linked Business Strategic Goal

Linked Business Sponsor and Business Unit

Business OutcomesBusiness Relationship Management

SMART ITSM

Business Objective Name

Time Bound

Business OutcomesBusiness Relationship Management

SMART ITSM

Service Portfolio & Catalogue

Configuration Items (CMDB) - Application

Portfolio, Process, Infrastructure etc

IT Projects & Developments

Link the Business Transformation and Portfolio Data

Business OutcomesBusiness Relationship Management

SMART ITSM

Link the Business As Usual ITSM Data

BAU Data

Searching

Incidents Service Requests Problems Changes

SMART ITSM

A Holistic - 360 degree view of the IT relationship with the Business Unit and Business Outcome

Business ObjectiveBusiness Unit

People

Business Goal

Services

Projects Incidents

Portfolio Catalogue

Requests Problems

CMDB

Changes

SMART ITSM

A Holistic - 360 degree

view of the IT relationship

with the Business Unit and Business

Outcome

Any Questions ?

SMART ITSM

Thank you!

Simon Kent

Chief Innovation Officer

+44 7769 210228

@kent2112

SMART ITSM

[email protected]