getting the best out of service management

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Getting the best out of IT Service

Management

Francis D’Souza

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SERVICES ARE A ‘MEANS OF DELIVERING VALUE TO THE CUSTOMERS BY FACILITATING OUTCOMES CUSTOMERS WANT TO ACHIEVE, WITHOUT THE OWNERSHIP OF SPECIFIC COSTS AND RISKS’ – ITIL V3

“The sole purpose of business is service…” – Leo Burnett“Management is doing things right…” – Peter Drucker“…Effective Management is discipline, carrying it out” – Stephen Covey“All time management begins with planning” – Tom Greening

Copyright of respective organizations and Individuals

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Lets talk about ServiceCustomer Laundry Carrier Washing Factory

Next Day ： \300Same Day ： \500

In 4 H ： \50In 2 H ： \100

In 4 H ： \50In 2 H ： \100Price for the Service ？

SLA OLA

Information TechnologyBusiness

Why IT Management?

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Business Activities

Information Management

Technology Management

Build & RunDesign & ControlDecide & Use

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From a business perspective - IT in all its forms is probably the most expensive and powerful enabler/ disabler of business operation and performance today

Effective ITSM' - is key to 'effective IT' - is key to 'effective Business’

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What then is… ITSM?

“The implementation and management of quality IT services that meet the needs of the business.” ~ ITIL

“A discipline for managing IT systems, philosophically centered on the customer's perspective of IT's contribution to the business. ITSM stands in deliberate contrast to technology-centered approaches to IT management and business interaction.” ~ Wikipedia (Charlie Betz)

“Service management is a systematic method for managing the offering, contracting and provisioning of services to customers, at a known quality, cost and designed experience. Service management ensures the desired results and customer satisfaction levels are achieved cost effectively, ...” ~ USMBOK

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IT Service Management

Copyright of respective organizations

Industry & International Standards / Frameworks

MOF USMBOK

ISM

TQM

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Lets understand ITIL

Copyright of respective organizations

Strategy Design Transitioning Operations

Improvement cycles

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ITIL Components

Copyright of respective organizations

4 Life Cycle Phases 1 Repeating Phase

27 Processes 4 Functions

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So What is ITIL ?

-Set of practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of business -ITIL is one of the inputs to SM who’s focus is to combine assets to create value for the customer-ITIL is set of good practices NOT an installation guide-Describes processes, procedures, tasks and checklists that are not organization-specific-Underpins ISO/IEC 20000

Copyright of respective organizations

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What ITIL can do for You?

Provide framework and guidelines to implement your best practices and achieve efficiency

Standardize your IT processes and talk the same language

Quicken your ITSM implementation

Apply practices across whole of Organization

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Statistics on ITIL

20% annual growth on adoption by organizations30% compounded annual for last ten years

“the actual level of adoption of ITIL is less than 57% (the mean)but more than 28%, the lowest result reported”

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More Statistical responses – Why ITILCost Control

Customer Satisfaction

Standardization of Service

Reduction of Downtime

Faster Response and resolution

IT workload improvements / efficiency

Business IT alignment / relationship

Monitoring IT Performance

Clear Roles and Responsibilities

Transparency

Improved Processes

“Interesting here that the primary focus appears to be on cost control/damage limitation, and not so much on ‘innovation’ and differentiating a business. It appears to be seen very much as an operational thing (think ITIL V2) as opposed to a strategic and differentiating asset (think the ITIL V3 theory)”

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ITIL and Process Maturity!

• As the maturity of the ITIL implementation increases, the number of implemented processes also increases

• As the maturity increases, the challenges of implementation decrease.

• As the maturity of ITIL implementation increases, so does the number of realized benefits.

• Marginal returns can be observed after the implementation reaches the defined (Level 3) maturity level.

• The perceived business-IT alignment increases as the maturity of implementation increases

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THE RISING IMPORTANCE OF “THE CUSTOMER” AND “BUSINESS VALUE”

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What *#@$#$This weekend I think I will ….

What does the business expect from IT?

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What is the perceived value?Of course high quality, business enabling technology services

Increase revenue/margins/profit or reduced costs

Attract new business or retain

Delivery operational efficiencies to the business units

Help in achieving business goals

Provide competitive advantage

Most Important, they need to be consulted

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USING ITSM TO BETTER SERVE AND MEET CUSTOMER NEEDS / EXPECTATIONS

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Support People and Process

Not Just Technology

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Value Generation Approach

• Are we doing the right things?

Strategic • Are we getting the benefits?

Value

• Are we doing the right way?

Architecture • Are we getting them done well?

Delivery

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Where are we? Are we measuring!!!

Metrics

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Common mistakes with metrics Metrics for metrics sake Too many of them Measuring the easy things Internally focused than on Business Data massaging Metrics poorly reported Old metrics never die Not understanding what metrics really mean Skewed baselines Perspective understanding of reported metrics

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Where is the gap!

IT Thinks…Incident volumes

“Ye we have dealt with 4000 incidents…”

FCR“We have achieved 70% FCR”

Availability“We have 99.97% availability on critical

services”

Staff training“100% of our staff are ITIL trained”

And Business Thinks

“mmm… You have failed 4000 times”

“..if you can’t help me..pass me to someone who can”

“what about the 0.03% when we really need it to be working”

“don’t need to ask them a question on ITIL I need them to help me. Yes, me the

customer”

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Service Management Objectives

Value•Optimize

Operational Costs

•Deliver business Value

Customer Orientation• Improve Customer Satisfaction• Deliver quality services aligned with

requirements

Operational Excellence• Achieve process excellence• Maintain high level s of

responsiveness

Improvement and Learning•Improve

Staff effectiveness

•More proactive and innovative

Balanced Approach

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Steps to ITSM Nirvana

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☼ Set the objectives

☼ Plan in detail

☼ Involve all stakeholders right from planning stage

☼Adopt some Standards (ITIL, Cobit, ISO2000K) framework

☼Focus on quick wins and large improvement areas to speed time to value and results

☼Focus on aligning organizational practices to process instead of process to organization practices

Problem Manageme

nt

Service Desk

Manage Cultural Change

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Again! Stop doing, Stop Talking. And Listen to

what the customers thinks of your services

Be focused on customer needs. Align them to your objectives and Services

Try, test and show quick wins Don’t forget to review your metrics

holistically and communicate Look closely at the service end point, they

have valuable feedback. Lastly, KEEP IT SIMPLE

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FRANCIS D’SOUZAhttp://www.linkedin.com/in/fdsouzaFrancis consults, mentors and trains on IT Lifecycle Mangement. He is currently consulting Serviceberry Technologies for IT Service Management