austin tech introduction deliver business value with it service management v0 2a
DESCRIPTION
An introduction to AustinTech methodologies and value delivery proposition in Telecomm, Retail, Service, Travel, Education and Govt industries.TRANSCRIPT
© 2010 Austin Tech Corporation
Deliver business value with IT service management
Austin Tech Consulting
a different kind of consulting company
© 2010 Austin Tech Corporation
Navigating an uncertain economy
Helping clients realize value
Austin Tech service management portfolio
Next steps
Agenda
© 2010 Austin Tech Corporation
Austin Tech helps clients deliver business value with service management
© 2010 Austin Tech Corporation
In a volatile global economic environment, businesses are looking to leverage service management to better address strategic goals
Executive summary:
Clients are achieving value with their service management initiatives in these economic times
Clients can start with a service management strategy engagement and choose projects that give them the desired return
Through the portfolio of services Austin Tech provides, we are helping clients realize cost savings and are helping them align IT and business priorities
Service management
strategy engagement
© 2010 Austin Tech Corporation
Economic uncertainty is currently the strongest external influencer affecting business strategy and plans
0% 20% 40% 60%
Economic uncertainty
61%
Customer changes 46%
Regulatory requirements 38%
Consolidation/reorganization 36%
Low-cost competitors 34%
Percentage of respondents indicating an issue as having a significant impactNOTE: Respondents could rate multiple issues as having a significant impact.
© 2010 Austin Tech Corporation
A challenging business environment drives IT organizations to rethink how to best support the business
Quickly changing economic conditions contribute to a volatile business environment
Increased dependency on IT services leads to increased business risk
The cost and business risks related to IT services demands, improved IT governance and management are increasing
In a complex worldwide business
environment, the only certainty is uncertainty.
© 2010 Austin Tech Corporation
Nearly 40 percent of organizations achieved a return on investment within 12 months of implementing service management
This graph shows time to ROI for companies that implemented service management solutions using external providers
16%
23%
3%30%
28%
© 2010 Austin Tech Corporation
What is service management?
IT service management
IT service management is the integrated management of the people, processes, technologies and information required to ensure the cost and quality of IT services valued by the customer.
© 2010 Austin Tech Corporation
IT Infrastructure Library (ITIL) best practices are just the beginning
The Information Technology Infrastructure Library® (ITIL®) approach is a set of concepts and
policies for managing information technology services, developments and operations.
The ITIL approach gives a detailed description of a number of important IT practices with
comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs.
ITIL best practices are published in a series of books, each of which covers an IT management topic.
© 2010 Austin Tech Corporation
What does the state of IT look like before and after implementing a successful IT service management strategy?
Not meeting service levels
Critical business services
Low efficiency on IT process
Unclear metrics
Unknown time to value
IT services aligned with business objectives Improved service availability and quality Improved customer satisfaction Reduced operational costs Minimized incident resolution times More than 90 percent of service level
agreements met Increased levels of efficiency IT services maximize existing capabilities
and resources
The following presents a typical “before” and “after” state for a company that has successfully implemented an IT service management strategy.
Before state After state
© 2010 Austin Tech Corporation
Austin Tech integrates and delivers best practices through a comprehensive set of services
Strategy and
planning
Service Management Strategy and Design
Key deliverables
Assessment Strategy and roadmap Services portfolio Services strategy
Design Implement
Service Management Strategy and Design
Service Management Implementation
Key deliverables
Redesign of services, processes, organization, technology
Key deliverables
Implemented services and processes
Manage/operate
Service management managed services
Key deliverables
Managed services
© 2010 Austin Tech Corporation
Austin Tech offers three types of service management strategy and planning engagements, sized to address clients’ needs
Service management strategy and planning from Austin Tech offers the following:
Service management strategy and planning workshop
Three to five days Develop strategic initiatives to align IT with the business
Service management strategy and planning assessment
Four to eight weeks Diagnostic assessment of IT management capabilities. Includes
improvement plans and a roadmap based on the assessment
Service management strategy and planning (full)
Eight to twelve weeks Includes a detailed maturity assessment, a solution outline and a
detailed initiatives roadmap with business case justification
© 2010 Austin Tech Corporation
Service management design from Austin Tech can help clients optimize the value of their service management investment
Process design
Management and monitoring design
Service management design services from Austin Tech offer the following:
Service management design
Timeline depends on client requirements but typically runs 4–12 weeks
Design processes and service activities, required roles and functions, information work products, tools architecture, services, and implementation plans
Management and monitoring design
Timeline depends on client requirements but typically runs 4–12 weeks
Provides design expertise to create a robust event automation solution that drives higher IT service availability and quality
© 2010 Austin Tech Corporation
Service management offerings from Austin Tech are based on the intersection of people, processes, information and technology
Processes Policies and
governance Process design Workflows
Technology Architecture Tools Testing and
deployment
Information Information
workflow Data model Screen definition Data migration Measurements
People Roles Skills Staffing levels Resource
planning Training
© 2010 Austin Tech Corporation
The Austin Tech portfolio of services can help clients cut costs while effectively aligning IT and business priorities
With service management, you can begin achieving value even in the current economic environment
We can help you get started with a service management strategy engagement and choose projects to begin generating value based on your needs
Austin Tech is helping our clients realize cost savings and better align their IT and business priorities with a portfolio of services that are available today
ITpriorities
Businesspriorities
© 2010 Austin Tech Corporation
How can you get started?
1. Develop a plan to create IT services value based on business objectives
2. Create measurement indicators based on business outcomes
3. Begin with the services, then integrate tools and technology
4. Drive improved decision making
© 2010 Austin Tech Corporation
Are you getting the most value from what you already have?
A smarter infrastructure supports a smarter business:
Accelerating change and innovation helps you react quicklyto opportunities.
Collaboration increases the productivity of your people
Information management improves the value of data
What’s stopping you?
© 2010 Austin Tech Corporation
Accelerating change and innovation provides competitive advantage
Change and innovation
You become more flexible and nimble.
Your business processes are optimized.
You can build new or adapt existing software to support new businessprocesses quickly.
You have reduced the cost of software projects and maintenance.
Your existing and older applications are modernized and extended to the Web so that you are wringing the most value out of your IT investments.
© 2010 Austin Tech Corporation
Do you trust your information?
Managing information
Is the information you’re relying on:– Accurate?– Timely?– Relevant?
The cost and complexity of managing increasing volumes of information can undermine your trust.
Spreadsheets, free data management trial software and embedded archiving capabilities can’t handle the deluge.
© 2010 Austin Tech Corporation
You can use information management to provide new insights from your existing data
Managing information
Turn data into useful business insight with:» Broader access» Higher efficiency» Better accuracy» Keener insights
Help ensure that you are delivering consistent and reliable data anywhere in your company.
Integrate information from multiple data sources for more effective decisions.
© 2010 Austin Tech Corporation
Accelerate change and innovation with these solution offerings
Change and innovation
Business Analysis Change Management Project Management Risk Management Quality Assurance and Control ITIL V2 & V3 Framework COBIT Governance Compliance & Control SOX SAS 70 Type 1 & 2 Knowledge Management
© 2010 Austin Tech Corporation
Thank you for your time today
For more information:
Please visit www.austintechinc.com
Contact:
For more information