What 'is' the Current Value of your ITSM?

What ‘is’ the Current Value of your ITSM

July 2014

Objectives of the Session

• Where are you now in terms of ITSM processes and automation?

• Are you just at the typical implementation that only focuses on Incident/Problem and Change?

• Or are you already carrying out other ITSM processes (including Service Strategy processes)?

• This talk will use one of the leading ITSM tools as a benchmark of the wide range of processes and automation possible to compare against what your organisation is currently doing.

Agenda

1. Service Strategy - Overview

2. Value of Service Strategy Implementation

3. Service Strategy ‘in action’

4. Take away

Service Strategy – Overview

Continual Service

Improvement Service

Transition

Service Strategy

Service Operation

Service Design

Adapted from The ITIL Service Lifecycle © Crown Copyright 2011 Reproduced under license from Cabinet Office

The Service Strategy processes include: Strategy Management for IT Services

Demand Management

Service Portfolio Management

Financial Management for IT Services

Business Relationship Management

Service Strategy provides guidance on how to design, develop and implement service management as:

an organizational capability

a strategic asset.

Value to the business

Some of the benefits organizations can achieve through Service Strategy include:

• Supporting the Service Provider to add value to the organization.

• Enabling the Service Provider to understand the types and levels of service to be provided.

• Facilitating a smooth communication and providing the means to organize the services of the Service Provider.

ITIL Processes Implementations

Reference: itSMF 2013 Global Survey on IT Service Management Study conducted with the assistance of the Institute of Systems Science, National University of Singapore

Major Reason for using ITSM

Reference: itSMF 2013 Global Survey on IT Service Management Study conducted with the assistance of the Institute of Systems Science, National University of Singapore

Major Justifications for ITSM Projects

Reference: itSMF 2013 Global Survey on IT Service Management Study conducted with the assistance of the Institute of Systems Science, National University of Singapore

Service Strategy Tool Use

Reference: itSMF 2013 Global Survey on IT Service Management Study conducted with the assistance of the Institute of Systems Science, National University of Singapore

ITSM Project Effectiveness

Reference: itSMF 2013 Global Survey on IT Service Management Study conducted with the assistance of the Institute of Systems Science, National University of Singapore

Challenges of ITSM

Some challenges of IT Service Management capabilities are:

o They are intangible in nature.

o The demand for capability is tightly linked to the assets of the customer.

o They involve high level of contact for Service producers and consumers.

Agenda

1. Service Strategy - Overview

2. Value of Service Strategy Implementation

3. Service Strategy ‘in action’

4. Take away

Value to the business

Implementation of Service Strategy processes will further:

Value of Service Provider to Organization

Better understanding of types and levels of service provided

Communication and providing the means to organize the services of the Service Provider.

Tangible “Value” to the business

Agenda

1. Service Strategy - Overview

2. Value of Service Strategy Implementation

3. Service Strategy ‘in action’

4. Take away

Demand Management

• Demand Management is defined as the activities that understand and influence Customer demand for Services and the provision of Capacity to meet these demands.

Picture reference: www,servicenow.com

Financial Management

• Financial Management is defined as the Function and Processes responsible for managing an IT Service Provider's Budgeting, Accounting and Charging Requirements.

Picture reference: www,servicenow.com

Agenda

1. Service Strategy - Overview

2. Value of Service Strategy Implementation

3. Service Strategy ‘in action’

4. Take away

Take away

o If you considering buying a ITSM tool, consider at options of automating Service Strategy processes for now or the future. Leverage on Single System of Record

o Be Practical and Creative!

o Start with an achievable vision, strategy and build a roadmap

Thank You!

For further info on related course/s, please see:

http://www.iss.nus.edu.sg/ProfessionalCourses/CourseCatalogue.aspx

Krist Yong Senior Consultant [email protected]