improving service delivery

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Improving Service Delivery

A Service Orientated Approach

Simon Hall, Senior Service Management ConsultantKirsty King, Telford and Wrekin Borough Council

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So Why Does Microsoft Do Service Management

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Why Microsoft Needs Service Management

DatacenterMachines (SPM)

~24,000Lab Services

~50,000Other OU’s

40,000

Network Attached Devices

~80,000

Smart Phones~80,000

Supported Full Service Domains ~280,000

IP b

ase

d d

evice

s ~8

90

k

Supported Limited Service Domains ~5,000

AD

Clie

nts ~

42

0k

ConfigM

gr

~2

85

KPHX / GFS~250,000IP connected

Machines~500,000

NTDEV~24,000

Workstation OU280,000

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Auckland

Microsoft Offices in 105 Countries89k Employees Globally70k Vendors GloballyMicrosoft locations 400ConfigMgr Sites ~230ConfigMgr Clients ~300,000

Puget Sound37,213

Population

North America15,105

Population

Europe Middle East and Africa

18,893Population

Asia 14,839

Population

South America2,235

Population

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Why Microsoft Does ITSMConsumer and Business Services

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So Why Does Premier Do Service Management

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BackgroundIndustry Trends for Operational Problems

Sources of downtime• People 40%• Process 40%• Technology+ 20%

Process40%

People40%

Other20%

Gartner Security Conference presentation "Operation Zero Downtime," D. Scott

Downtime

PeopleProcessTechnology

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BackgroundShifting the Balance

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The Impact of Downtime

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IT Service Management begins with the

SERVICE

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IT Departments that try to improve service often fail because they start looking inwardly, measuring what they do and creating SLAs.

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By focusing effort with the identification and definition of Business Outcomes or Services and creating a full portfolio, IT departments can demonstrate why they exist, and focus improvement on improving outcomes, then create SLAs that reflect Business Value.

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Talking about Service

Historically IT has talked

about ‘server’ uptime, and

assumed that this was an

accurate reflection of

what the business

experienced.

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Increasing Complexity

Typical ServiceUSERS

Expectations

BusinessWarra

nt

y

Dependencies

Exc

hang

e

Netw

ork

Sto

rage

Back

up

AD

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Telford and Wrekin Council

The Challenges

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Telford and WrekinChallenges

27,000 Customers

Services Provided to a multiuser estate

Limited definition of what IT provides

SLAs were cumbersome documents that do not reflect what we provide

Users define their own expectations

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Telford and WrekinThe Approach

Define to our customer base what we provide

Define the warranty that our services provide

Publish the boundaries of when services are supported

Create a single repository for all of our ICT support documentation

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Telford and WrekinThe Solution

A Service Catalogue

Define what is provided to whom and when

Allows IT to set Expectations

Assist in service transition from projects

Provide a facility to communicate directly with Schools

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Telford and WrekinThe Solution

Define what our Services are, and how to document them

Define the business groups that we provide to

Provide a once only data entry solution that displays information in different views depending on role

Provide a template for SharePoint that was customised specifically to our needs

Provide knowledge transfer and training

Provide a plan for a full implementation across all of IT

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Telford and Wrekin Council

The Solution

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People

Process

Technology

Value of a Service Orientated Approach

Re-establish peer-level communications between IT and the business Provide a common vocabulary for business

executives and IT to talk about the priorities and investments

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Questions