Enterprise Service Management (ESM)

An Approach for Adopting and Adapting Best Practice Programs to Manage, Secure and Improve an Organizations Information Services

Portfolio

itSM003 v.3.0

© 2005 The Nichols-Kuhn Group

Agenda and Objectives

• What is Enterprise Service Management (ESM)

• What are ESM Best Practices?

• What is the ESM Service Lifecycle

• Adopting and Adapting an ESM Program

• ESM Starter Kit

© 2005 The Nichols-Kuhn Group

What is Enterprise Service Management (ESM)?

•Enterprise Service Management (ESM) is an approach for adopting and adapting widely accepted global best practice frameworks, methodologies and standards to proactively ensure information assets and services are aligned with the cost, quality, compliance, security, risk and continuity goals of the business or mission.

© 2005 The Nichols-Kuhn Group

What are ESM Best Practices?

• ITIL® best practice framework provides guidance and trainings on what enterprises should be doing to proactively manage and improve its information services portfolio in terms of cost, quality and continuity

• NIST cyber security best practice framework provides guidance and trainings on what enterprises should be doing to proactively manage and improve its information service portfolio in terms of security.

• RESILIA™, and Cobit best practice frameworks provide guidance and trainings on what enterprises should be doing to proactively manage and improve its information service portfolio in terms of risk and compliance.

• Prince 2 methodology and the PMI best practice framework provide guidance and trainings on how enterprises can improve the success of its information service projects by using knowledge and techniques that tie project results to business outcomes.

© 2005 The Nichols-Kuhn Group

What is the ESM Service Lifecycle?

•The ESM service lifecycle is a structured approach to designing, delivering, managing and improving information technology (IT) services within an enterprise.

•The goal of the ESM lifecycle is to ensure that the right people, process and technology controls are in place to ensure an enterprise can meet its cost,

quality, compliance, security, risk and continuity goals.  

© 2005 The Nichols-Kuhn Group

Secure, Select, Condition, Empower, Institutionalize

Adopting & Adapting an ESM Program

A Five Phase Approach to Adopting & Adapting ESM Best Practices

•Securing Executive Commitment•Selecting the Leadership Team •Conditioning the Organization for Change•Empowering the Organization to Change •Institutionalizing the Program with HR

© 2005 The Nichols-Kuhn Group

Securing Executive Commitment

Phase #1 – Securing Executive Commitment

Organization Role Objective Training ProgramsCEO, CFO, CIO, CISO CRO, CCO, PMO Director, SMO Director, Governance Director

This set of programs will help the executive team better understand the benefits and value of adopting an ESM best practice program

ESM Best Practice Executive Overview ESM Best Practice Executive Simulations

© 2005 The Nichols-Kuhn Group

Selecting the Leadership Team

Phase #2 – Selecting the Leadership Team

Organization Role Objective Training Programs

Process Owners, Service Owners, Change Mgrs.Operation Mgrs.CSI Mgrs.Business Analysts

This program will train and certify at the Expert level the leadership team of the ESM best practice program. These key contributors will assist in developing the roadmap plus become the primary thought leaders and evangelists for the ESM best practice program

ITIL® TrainingRESILIA TrainingPrince 2 TrainingNIST TrainingCyber Security TrainingPlanning to Change WorkshopAssessment WorkshopSimulations

© 2005 The Nichols-Kuhn Group

Conditioning the Organization for Change

Phase #3 – Conditioning the Organization for Change

Organization Role Objective Training ProgramAll IT staff, senior leadership, stakeholders and supply chain partners

This program will provide basic training and certification for those who will play passive and active roles in an ESM program. This certification will also provide a portion of the student population the base certification they need to advance to phase 4 specialist training

Passive RolesITIL AwarenessRESILIA Awareness

Active RolesITIL FoundationITIL SimulationRESILIA FoundationRESILIA Simulation

© 2005 The Nichols-Kuhn Group

Empowering the Organization to Change

Phase #4 – Empowering the Organization to Change

Organization Role Objective Training Programs1st Line Mgrs.Process & Service OwnersArchitects & StrategistsOperation & System, Analysts Business & Quality AnalystsProgram & Project ManagersOperation & Change Mgrs.Service Level & CSI Mgrs.Tool Administrators

Gain hands on specialist capabilities in ESM best practices

ITIL Foundation & Practitioner ITIL Intermediate RESILIA FoundationRESILIA PractitionerPrince 2 FoundationPrince 2 PractitionerIIBA Business AnalysisISO 27001, ISO 31000Security User AwarenessCyber Security TrainingMentoring WorkshopsSimulations

© 2005 The Nichols-Kuhn Group

Institutionalize the Program with HR

Phase #5 – Institutionalize the Program with HR

Organization Role Objective ActivitiesHR Manager Establish new HR Policies in the

areas of recognition, rewards hiring, promotions & role based career development

Setup both eLearning and role-based Blended Learning ESM best practice training solutions for new and existing employees

© 2005 The Nichols-Kuhn Group

ESM Best Practice Training Starter Kit

• Deliverables• Phase 1A - IT Best Practice Foundation Training for the Leadership Team• Phase 1B - IT Best Practice Organizational Assessment with the Leadership Team• Phase 1C - IT Best Practice Education Assessment with the Leadership Team

Problem Purpose ActivitiesOrganizations need to adopt and adapt ESM best practices to ensure that information services are aligned with corporate quality, security and risk goals

To prepare the leadership team to participate in assessing the organizations ability to adopt change and ESM best practices

Train the leadership team so they can participate in a ESM best practice maturity and education assessment

• Options• Phase 1A1 - Optional Best Practice Simulation Training

© 2005 The Nichols-Kuhn Group

Questions & Answers