Customer Centric IT Customer Centric IT Transformation Transformation or Managing IT Risk - getting the basics right on NFR’s or Managing IT Risk - getting the basics right on NFR’s and Services and Services

Sean Tomlinson 11 Nov 2014

Challenges for ITChallenges for IT

Identifying and Managing

Technology Risk

Understanding Technology

Value

Alignment of Business and IT

strategies

Meeting Business and Regulator

expectations on Service Levels

Focusing Remediation effort where it provides

most Value

A typical IT department A typical IT department • Organised by technology groupings

• Procured by IT Towers

• Serviced by SLA’s at a suite level

IT Tower Organisation Structure perspective

Networks

Data Centre

Main Frame

MidRange

DesktopDigital

How is it understood?How is it understood?

• Horizontal definitions, often not described or interlinked

• Very difficult given SOA and Virtualisation to have line of sight clarity from business service to application to infrastructure.

• Lack of definition of what an application actually is

• Risk appears at the interfaces and transaction routing

IT Service Catalogue – Reflects IT Towers model in terms of SLA’s

Application catalogue – Often maintained in EA tool, with limited definition of an Application , lack of information on interfaces and

transaction routing

Business Services – Signed off by business at insistence of IT. Often described as functional capabilities. Reflects limited info on Volumetrics, Business

Operating model, Non Functional Requirements and Customer Processes

CMDB - Often poorly maintained as updates not included in route to live gateways

Networks and telephony Diagrams – usually no tie up to infrastructure

ITIL Service Management Perspective

Customer journeysCustomer journeys

Real life customer journeys traverse all elements Creates complexity and risk…….but also

OPPORTUNITY

Customers PerspectiveCustomer processes (both external and internal) traverse combinations of the IT towers and often bear little resemblance to Business services

IT Service Catalogue – Reflects IT Towers model in terms of SLA’s

Application catalogue – Often maintained in EA tool, with limited definition of an Application , lack of information on interfaces and transaction routing

Business Services – Signed off by business at insistence of IT. Often described as functional capabilities. Reflects limited info on Volumetrics, Business Operating

model, Non Functional Requirements and Customer Processes

CMDB - Often poorly maintained as updates not included in route to live gateways

Networks and telephony Diagrams – usually no tie up to infrastructure

ITIL Service Management Perspective

Networks

Data Centre

Main Frame

MidRange

DesktopDigital

So what’s to be done?So what’s to be done?

Map core CJM against all layers of

architecture

Use these to help extract/confirm SLA

and NFR requirements

Identify Risk areas not currently captured

Reassess strategies and Business IT

alignment

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