When Worlds Collide: The Coming Unification of …...Title When Worlds Collide: The Coming Unification of Project and Service Management Author char Created Date 8/17/2012 12:06:13

@CharlesTBetz

Charles Betz

Research Director, IT Portfolio Management

Enterprise Management Associates

Sponsored by ManageEngine

The convergence of the Service Desk

and the Project Management Office

Copyright (c) 2012, Enterprise Management Associates

@CharlesTBetz

Speaker bio

• Charlie Betz is Research Director at Enterprise Management Associates.

His EMA responsibilities include IT portfolio management, IT financial

management, software asset management, service desks and ITSM

suites, and the concept of “ERP for IT.”

• Recently, he spent 6 years at Wells Fargo as Enterprise Architect and VP

for IT Portfolio Management and Systems Management.

• He has held architect and application manager positions for Best Buy,

Target, and Accenture, specializing in IT management systems, ERP,

enterprise application integration, data architecture, and configuration

management.

• He is the author of the recently published Architecture and Patterns for IT:

Service Management, Resource Planning, and Governance (Making

Shoes for the Cobbler's Children).

• Charlie has been appointed to the COBIT 5 Information Reference Model

task force, an international effort to develop a standard framework for

information governance.

• Charlie is based in Minneapolis, Minnesota.


@CharlesTBetz

What we will cover

- The three top use cases across which project

management and service organizations are

challenged to collaborate

- The three different ways IT organizations

attempt to reconcile IT project portfolios with IT

service portfolios

- A new conceptual model,

“demand/supply/execute,” to replace the

outmoded “plan/build/run” approach to IT

management.

- The critical importance of time and resource

management

- A neutral, informative overview of integrated,

next generation IT management solutions,

where they are originating, and how they are

evolving.


@CharlesTBetz

Why this topic, why now?

• Ten years ago, the chief architect for a major PPM solution told me “We’re never

going to have effective project management until we get effective work

management.”

• It’s taken a long time

• But in the past year as an analyst, I’ve noticed:

• Every PPM vendor is telling me

they’re being challenged to support

operational processes &

service management

• Every service desk vendor is telling

me they are being challenged to

support projects & new

system functionality

• Vendors are adding modules

in response to market demand

• DevOps continues to gain traction

and is a poor fit for segregated

PMOs and Service Desks



@CharlesTBetz

The old way

Plan

Build

Run

Waterfall thinking

Good for one version of one system

IT Service

Mo

men

t

of tru

th


@CharlesTBetz

But IT services are evolving with accelerating

speed


IT Service

Mo

men

t

of tru

th

IT Service

Mo

men

t

of tru

th

IT Service

Mo

men

t

of tru

th

IT Service

Mo

men

t

of tru

th

IT Service

Mo

men

t

of tru

th

IT Service

Mo

men

t

of tru

th

IT Service

Mo

men

t

of tru

th

IT Service

Mo

men

t

of tru

th

IT Service

Mo

men

t

of tru

th

IT Service

Mo

men

t

of tru

th

Service lifecycle

@CharlesTBetz

Enterprise IT silos

Projects

Service Desk (Tickets)

Resource Management


@CharlesTBetz

Breaking boundaries

Ops

(Run)

The wall

Dev

(Build)


@CharlesTBetz

Overburden

Ongoing improvement

Bigger than a ticket,

smaller than a project.

Capacity/security/risk

availability/architecture/

etc etc etc

Project work

- Deliverables

- Stories

- Issues/risks/action items

- Releases

Service support

- Incidents

- Changes

- Service Requests

Overburden

Multitasking

Poor execution


@CharlesTBetz

Sample Size = 150

Are you aware of situations where poor coordination across different

types of IT demand has led to poor support of business needs?

66%

34%

0% 10% 20% 30% 40% 50% 60% 70%

Yes

No

Column %

The smoking gun


@CharlesTBetz

The 3 top use cases for development/operations

collaboration


Ops

(Run) Release/Change

Issue/Incident

The wall

Dev

(Build)

Ongoing

Improvement Tickets become projects and

projects become tickets

Processes act on Configuration Items

A project is just another process

People need to collaborate

with minimal friction.


@CharlesTBetz

Demand/supply/execute:

Transforming to a new model

Demand

IT Value Realization

Execute IT Value

Supports many dynamically

evolving services


@CharlesTBetz

The transformation of demand

Projects

Tickets

Ongoing

improvement


@CharlesTBetz

Two dimensions of demand


Gra

nu

lari

ty

Planning

Disasters

ProjectsArchitecturally significant

development

Routine infrastructure provisioning (simple environments, capacity upgrades)

Changes

Severe incidents

Complex incidents

Routine releases: stories, reports

Routine service requests and incidents

Forecasted granular demand

Default

assum

ption

Large scale service implementation/change

programs

Governance, Risk & Compliance

Large scale asset programs(e.g. tech refresh, data center

alignment)

Zero-day patching

Process improvement

Complex infrastructure provisioning

Technology product lifecycle management

In

other

words,

“it’s

all

just

work.”


@CharlesTBetz

Service Portfolio

Service

Pipeline Service Catalog

Retired

Services

Production

Services

Incident

Management

applies to

Production

Services

Request

Management

applies to

Requestable

Services

Requestable

Services

Professional

Services

Provisioning

Services

Application

Services

Infrastructure

Services

The transformation of supply

New

functionality, up

to & including

projects, covered

here.

The

transactional,

automated

world.

Production

services

require

access

processes

@CharlesTBetz

How application and project portfolios are related

• Each project impacts some applications or services (project

essentially as a form of change, impacting some CI).

• Each application (as a service) may be a sort of open-ended

“project” for time billing.

• Not a purist view of Project though.

• Applications are requestable services in that they generally require

provisioning access (i.e. security credentials)

• This provides a workable means to align requestable service catalogs

with the application portfolio.


@CharlesTBetz

Time tracking

• What a mess

• 80% of spend is people?

• What are you tracking it against?

• Multiple options

• ERP system (HR module)

• Project portfolio system

• Service desk

• PSA system

Stopwatch functionality

• Custom built

• Nothing – allocation only

17 Copyright (c) 2012, Enterprise Management Associates

@CharlesTBetz

Defining execution

• Execution applies to all true processes

• Project

• Release

• Change

• Service Request

• Incident

• Problem / Improvement

• It’s what happens after initial demand is validated and released,

including

• Tactical prioritization (if resource constraints emerge)

• Ensuring operational capability

• Performance tracking

• Improving efficiency & effectiveness

• Delivering final outcomes – the combination of supply with demand


@CharlesTBetz

Project

management &

ALM

Core ERP

Origins of next generation IT management

Serena IT Service

Management

Greenfield

19

Professional

Services

Automation

ServiceNow

SAP

Epicor Autotask

TigerPaw

HelpSTAR

Hornbill

ManageEngine

Systems

Management

Summus

Kaseya

LANDesk

Entry SW

EasyVista

NGITM

Alloy

AtTask

EPMLive

ACentre

ConnectWise Oracle???


@CharlesTBetz

The converged future

20 Copyright (c) 2012, Enterprise Management Associates

IT Delivery

IT Control

Project Mgmt, App Lifecycle

Mgmt

IT Service Management

Enterprise Architecture

IT Financial Management

IT Portfolio Management,

Strategic planning

IT Asset Management

Incident

Change

Request

Enterprise Delivery

Enterprise Operations

Plant floor, edge devices, “internet of things”

Configuration Management

Enterprise Control

Enterprise strategic planning

Enterprise CRM

Enterprise Asset

Execution & control systems

MRP/ERP systems

BusinessIntel

IT Systems Management &

Operations

Problem & CSI

Product Line Management

Other Shared Services

DevOps

@CharlesTBetz

Conclusions


• Are you ready for converged IT

management?

• Have years of plan/build/run

resulted in high castle walls?

• How can you make IT value

delivery frictionless?

• Consider demand/supply/execute.

• The days of project and service

desk silos are over.

When Worlds Collide: The Coming Unification of …...Title When Worlds Collide: The Coming Unification of Project and Service Management Author char Created Date 8/17/2012 12:06:13

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