axios why itsm maturity should drive solution replacement
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Maturity in ITSMTRANSCRIPT
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Eveline Oehrlich GUEST SPEAKER VP & Research Director Forrester Research, Inc.
Brian Hendry Service Development Manager Axios Systems
“Why ITSM Maturity Should Drive Solution Replacement”
#ITSMmaturity
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Making Leaders Successful
Every Day
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Why ITSM Maturity Should Drive
Solution Replacement!
Eveline Oehrlich, VP & Research Director
June 5 2013
@eoehrlich
Must
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© 2013 Forrester Research, Inc. Reproduction Prohibited 4
Agenda
› Setting The Stage
› Maturity means what?
› 1,2,3 …Maturity!
› ITSM Road Map
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© 2013 Forrester Research, Inc. Reproduction Prohibited 5
Source: June 2011 “Competitive Strategy In The Age Of The Customer”
Welcome To The Age Of The Customer !
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Business leaders want to reduce complexity
and increase
agility
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Most CIOs pursue
alignment
versus
partnership
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Technology evolutions are moving faster, clashing, overlapping and completing
each other to create new challenges and opportunities.
Mobile
Cloud
BYOD
Social
Big Data
Smart
Consumerization
Industrialization
Real-time Agile
www.f1online.de 8
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Complexity & Manual Ability
2012 2011 2010 2009 2008 2007
Virtualization
Cloud
Consumerization
Social Media
Accelerant
Manual
Ability
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August 2012 “Five Steps To Transform Your IT Service Management Strategy Today”
MOOSE = IT spending to Maintain and Operate the
Organization, Systems, and Equipment
Innovation And Maintenance
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© 2013 Forrester Research, Inc. Reproduction Prohibited 11
The Value Of ITSM
› Improved Quality Of Service
• Improve moment of truth
• “As-a-Service” will become the norm
› Improved Reputation With The Business
• From utility to business partner
• Tech A Tech-Savvy Workforce Will Be Self-Empowered With
Consumer Technologies
› Improved Productivity
• Reduce operational costs
• Customer Obsession And New Markets Will Create A More
Complex Business Environment
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Agenda
› Setting The Stage
› Maturity means what?
› 1,2,3 …Maturity!
› ITSM Road Map
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Maturity has four key pieces
Technology
Process
People
©2013 Forrester Research – unauthorized use and distribution prohibited
Governance
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People
People are integral to service value delivery
People need to live and breath a service culture
Organizations needs to reward & recognize service behavior
Organizations needs to train & educate
Select, train and motivate
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© 2013 Forrester Research, Inc. Reproduction Prohibited 15
Process Maturity
Forrester Maturity Assessment Level Definitions Are Based On COBIT 4.1
June 2012 “Assess Your Service Management And Automation Maturity”
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Use technology as an
innovation
partner
to gain maturity 16
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Oversight
Service Engineering Office
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© 2013 Forrester Research, Inc. Reproduction Prohibited 18
Forrester’s Assessment Model
June 2012 “Assess Your Service Management And Automation Maturity”
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Agenda
› Setting The Stage
› Maturity means what?
› 1,2,3 …Maturity!
› ITSM Road Map
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© 2013 Forrester Research, Inc. Reproduction Prohibited 20
Step 1: ITSM Maturity Assessment
1. Objective
2. Consistent
3. Prescriptive
4. Holistic …..
5. Achievable
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© 2012 Forrester Research, Inc. Reproduction Prohibited
Maturity from itSMF USA – October 2012
N=199
How would you assess your organization’s maturity in: 3.3
3.0
2.5
2.4
2.3
2.2
2.2
2.2
2.2
2.1
2.1
2.0
2.0
2.0
1.9
1.9
1.6
1.4
1.4
Source: itSMF USA Survey October 2012
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POLL Q1. On a scale of 1 to 5, how would you rate your ITSM maturity?
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1 - 13%
2 - 48%
3 - 33%
4 - 5%
5 - 3%
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ITSM Processes: TechRadar 2012
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Step 2:
Focus on the
destination . . .
© 2012 Forrester Research, Inc. Reproduction Prohibited
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Step 3:
Measure
the outcomes
relative to your
business
partners!
© 2012 Forrester Research, Inc. Reproduction Prohibited
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Use Balanced Scorecard
Approach
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Agenda
› Setting The Stage
› Maturity means what?
› 1,2,3 …Maturity!
› ITSM Road Map
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ITSM Roadmap: Your goals depend on your destination!
Implement a “shift left strategy”
Automate the “right” things – reduce the MOOSE
Improve you service experience – moments of truth
Move to next generation service support - service center
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Mean time to resolution
Co
st
Technologist/Developers
Categorize Call Types in Level they are Resolved in
Escalated call
Call Elimination
Automated self-service
First contact resolution
Level-3 Self-service Level-2 Level-1
Bring visibility to repetitive, costly issues, questions and requests
$100 +
$50-$75
$18-$23
$5-$10
The Shift-left Strategy
Focus on the ones continually being escalated to more costlier support levels.
Source: Peter McGarahan, McGarahan & Assoc. 29
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ITSM Roadmap: Your goals depend on your destination!
Implement a “shift left strategy”
Automate the “right” things – reduce the MOOSE
Improve you service experience – moments of truth
Move to next generation service support - service center
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What is Automation?
› Task Execution
• Individual tasks
• Repetitive tasks are candidates
› Process Flow
• Connects tasks and decisions
• Workload automation
› Decision Trigger
• Analytics (not just monitoring)
• When and why to take action
Tools that perform functions otherwise done by humans
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ITSM Roadmap: Your goals depend on your destination!
Implement a “shift left strategy”
Automate the “right” things – reduce the MOOSE
Improve you service experience – moments of truth
Move to next generation service support - service center
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Manage moments of truth
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ITSM Roadmap: Your goals depend on your destination!
Implement a “shift left strategy”
Automate the “right” things – reduce the MOOSE
Improve you service experience – moments of truth
Move to next generation service support - service center
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POLL Q2. Do you have an IT Maturity Roadmap?
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Yes - 44%
No - 56%
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IT service
development
Source: December 8, 2009, “It's Time For IT Management Software 2.0” Forrester report
Implement The Service Center
Service Center
Service Center
IT process management
Business services
IT service
development IT service transition IT service delivery
Service center
Balancing act
Marketing Sales Finance Manufacturing
Requests Incidents Questions
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Evaluate Your Technology
Functional attributes impact value
Making functionalities decisions
Focus on what enables your roadmap
Think about the business model
Get a “team view”
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ITSM Tool Decision Matrix
Decision Category Sub-category ITSM
SaaS
ITSM
On-Premise
Financial analysis
Third party process consulting
Licenses cost
Subscription cost
Implementation cost
Integration cost
Training cost
X
X
X
X
X
X
X
X
X
X
X
Capital efficiency
Increased output per capita
Direct cost avoidance
X X
X
Protection of assets
Cost avoidance X
Business impact Uptime guarantee
Penalties for missed SLA’s
X
X
Compliance Mandate X X
User productivity Immediate
Reduction of staff
X
X
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ITSM Tool Decision Matrix (cont.)
Decision Category Sub-category ITSM
SaaS
ITSM
On-Premise
Risk Implementation
Impact
Strategic
Measurement
X
X
X
X
X
X
X
X
Skill and process
analysis
Process maturity
Size of team
Skills of team
Demographics of team
X
X
X
X
X
X
X
X
Technical
requirements
Depth and breath
Integration needs
X
X
X
X
Contract terms and
SLA’s
Uptime and performance
Disaster recovery/business continuity
Support assistance
X
X
X
X
X
X
Vendor value Size and profitability of vendor
Mix of SaaS and other business
Partnerships and ecosystem
Vendor reputation
X
X
X
X
X
X
X
X
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Conclusions!
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ITSM Maturity
Brian Hendry
Business Managing Consultant
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How ITSM technology drives IT maturity
Agility Service Quality Automate – Reduce Cost
• Become more
responsive to the needs
of the business
• Streamline IT support
and transform from
reactive to proactive IT
• Take new lines of
business to market
quicker through faster
delivery of supporting IT
services
• External IT support is
more responsive &
consistent, increasing
customer satisfaction &
retention
• Internal IT support is
more effective, keeping
business users
productive & increasing
capacity to generate
revenue
• Streamline IT support
through automation of
processes
• Optimize resource
usage through better
visibility and planning
• Measure, monitor and
reduce cost of service
provision
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Axios Implementation Methodology
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POLL Q3. Which is your biggest barrier to achieving higher ITSM maturity?
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Resistance to change - 39%
Ineffective processes - 7%
Lack of appropriate tools - 18%
Lack of budget - 36%
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Drivers for change
Knowledge Base Collaboration
Surveys Analytics
Self Service Process Automation
Reporting Integration
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Self-Service & Service Catalog – Empowering Business Users
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Knowledge Management – Reducing Call Volumes
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Collaboration – Enable Sharing, Reduce Calls
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Process Automation – Streamline Efficiency
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Integration – Easy Access to Relevant Information
LDAP Identity Management /Knowledge
Data Base
Ele
ctr
onic
Inventory/Distribution/Remote
Reportin
g
Service Desks
Systems Management
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Surveys – Find Out What Your Customers Want
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Analytics and Reporting – Find Out What’s Working
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POLL Q4. Which ITSM technology would give you the biggest maturity boost?
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ITSM Process Automation - 41%
Business user portal with Self-service and Service Catalog - 44%
Knowledge Management and Collaboration Tools - 15%
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Common IT Maturity Blockers – Anticipate to Ensure Success
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Current Solution
Daunted by Complexity
No C-Level Support No Clear Vision Resistance to Change
Inefficient Processes Daunting Complexity
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Thanks!
Any questions?
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Eveline Oehrlich GUEST SPEAKER VP & Research Director Forrester Research, Inc.
Brian Hendry Service Development Manager Axios Systems
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