The Foundation for Ongoing IT and Business Alignment Presented by: Moses Onitilo Vice President - ITSM Practice Principle Technologies Integrated IT Service.

The Foundation for Ongoing IT and Business Alignment

Presented by:

Moses OnitiloVice President - ITSM Practice

Principle Technologies

Integrated IT Service ManagementIntegrated IT Service Management

NOTICE:

This material shall not be used, reproduced, copied, disclosed, transmitted, in whole or in part,

without the express written consent of Principle Technologies, Inc.

© 2003 Principle Technologies, Inc. © All rights reserved

What is IT Service What is IT Service Management?Management?

“The principals and practices of

designing, delivering and maintaining IT Services,

to an agreed level of quality

in support of a customer activity.”

- From “A dictionary of IT Service management Terms, Acronyms and Abbreviations”

Service Management Maturity Model

Fire Fighting

Reactive

Proactive

Service

Value

Objective: “Mature as quickly as possible to the Value Phase.”

Capacity Planning and Service Level Management

IT and Business Metric Linkage (Maximum ROI)

Performance, Change, Problem, Configuration and Availability Management; Process Automation; Job Scheduling

Fault Management (Red Light - Green Light); Single Console; Trouble Tickets

Multiple Help Desks, Minimal Operational Standards, Users Report Problems

Source: The Gartner Group

IInformation nformation TTechnology echnology IInfrastructure nfrastructure LLibrary…ibrary…

Literally, a library of IT-specific books Result of years of analysis and research THE de facto global standard of IT Service

Management best practices ITIL is Vital! It’s not a question of whether

you’re doing ITSM or not… it’s a question of how well or poorly you’re doing it!

What is ITIL?

ITIL Service Management PhilosophyITIL Service Management Philosophy

The three key objectives of Service Management are:

To align IT services with the current and future needs of the business and its Customers

To improve the quality of the IT services delivered To reduce the long-term cost of service provision

““IT IT isis the business” and “The business the business” and “The business isis IT” IT”

- Service Support -

Service Desk

Configuration Management

Problem Management

Change Management

Release Management

Incident Management

Service Level Management

Capacity Management

Availability Management

IT Service Continuity Management

Financial Management for IT Services

- Service Delivery -

ITIL Service Management Disciplines

ConfigurationManagementConfigurationManagement

ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement

OrganizationManagementOrganizationManagement

Request-

Alarm

Request-

Alarm

Integrated Service ManagementIntegrated Service Management


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm

Organization ManagementOrganization Management

MissionTo provide information about: Customers Providers Suppliers


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm

Configuration ManagementConfiguration Management

To provide information about the infrastructure

Mission


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm


Register assets Register relations Maintain information

Process


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm


Manual entry Data conversion Automated entry

and update

Populating the CMDB


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm

Service Level ManagementService Level Management

To formalize and maintain the agreements between the service provider andits customers.

Mission

A service is a logical grouping of functionality

Word processing service E-mail service Ticket reservation service (travel) ATM service (banking) Billing service (telecom) WWW access service

Examples of services are:



ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm


Define services Agree on level of service Monitor level of

service

Process


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm

Help Desk ManagementHelp Desk Management

To get customers back to beingproductive as quickly aspossible

Mission

Help Desk Administrator

GroupCoordinator

Specialist

Register SupportRequest

CanHelp Desk

Resolve?

SupportRequest

PrioritizeSupport Request

Dispatch Requetto Group

Dispatch Requestto Specialist

Resolve

ResolveInform Customer

of ResolutionClose

Support Request

Yes

No


Process


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm


Unskilled Skilled Expert

Types of Help Desks


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm


Request for incident resolution Request for information Request for change Request for support

improvement

Types of Support Requests


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm


Customers Specialists Network and system

management tools

Support Request Sources


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm

Service ManagementService Management

Operational support staff Internal developers Supplier support staff

Specialists


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm

Problem ManagementProblem Management

To create a stable environment

Mission


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm

Problem ManagementProblem Management

Identify instabilities Establish root causes Propose changes

Process


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm

Change ManagementChange Management

Implement changes with a minimum impact on the users,in the most costeffective manner

Mission


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm


Assess the risk & impact of implementing proposed changes

Risk & Impact Analysis


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm


Approve, delay or reject proposed changes based on the outcome of the risk & impactanalysis

Approval


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm


Assign responsibility for each stepof the change implementation process and monitor progress

Implementation


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm

New Business RequirementsNew Business Requirements

Changes are also requested through service level management tosatisfy new requirementsfrom the business

Change Requests


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm


Together, these processes ensure the continuous improvement of the efficiency with whichthe services areprovided

Thus, allowing moretime to focus onthe improvementof services basedon businessrequirements

Continuous Improvement

CurrentCurrent

MeasureMeasure

AnalyzeAnalyze

ImproveImprove

ImprovedImproved

What does IT Service Management take?

“ITSM is not simply an issue of People, Process, & Technology.

It is using Integrated Technology

which is designed around, embeds and Integrates Processes

to support, enable and helpIntegrate People

to better perform their jobs.”- Ken Wendle, itSMF

Service Management benefitsService Management benefits

Improved quality of service - more reliable business support

IT Service Continuity procedures more focused; more confidence in the ability to follow them when required

Clearer view of current IT capability Better information on current services (and possibly on

where Changes would bring most benefits) Greater flexibility for the business through improved

understanding of IT support More motivated staff; improved job satisfaction through

better understanding of capability and better management of expectations

Service Management benefitsService Management benefits

Enhanced Customer Satisfaction as service providers know and deliver what is expected of them

Increased flexibility and adaptability is likely to exist within the services

System-led benefits, e.g. improvements in security, accuracy, speed, availability as required for the required level of service

Improved cycle time for Changes and greater success rate.

Why Implementations may fail?Why Implementations may fail?

Lack of staff commitment and understanding Lack of training The staff given the responsibility for implementation are

not given sufficient authority to make the required decisions

Loss of the Service Management 'champion' (the person driving the implementation)

Loss of impetus after the initial hype Lack of initial funding and lack of quantifiable long term

cost benefits Over-focus on tactical, isolated 'solutions' rather than a

strategic solution, i.e., addressing individual elements of Service Management rather than the overall picture

Why Implementations may fail?Why Implementations may fail?

Overly ambitious expectations of immediate benefits or try to do everything at once

Unrealistic implementation timetable No one accountable Difficulties of changing the culture of the organisation Tools unable to support the process, requiring tailoring of

the process or of the tool Inappropriate approach taken to implementation - not

under Project Management controls Inappropriate scoping of the process Lack of appreciation for the hard work and discipline

required to implement Service Management.


ServiceLevel

Management

ServiceLevel

Management

ChangeManagement

ChangeManagement

SpecialistAction

SpecialistAction

Problem Management

Problem Management

Help DeskManagement

Help DeskManagement


Request-

Alarm

Request-

Alarm


Questions?

The Foundation for Ongoing IT and Business Alignment Presented by: Moses Onitilo Vice President - ITSM Practice Principle Technologies Integrated IT Service.

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