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Improving Service Delivery. A Service Orientated Approach. Simon Hall, Senior Service Management Consultant Kirsty King, Telford and Wrekin Borough Council. So Why Does Microsoft Do Service Management. Why Microsoft Needs Service Management. Network Attached Devices ~80,000. Smart Phones - PowerPoint PPT Presentation

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Improving Service DeliveryA Service Orientated ApproachSimon Hall, Senior Service Management ConsultantKirsty King, Telford and Wrekin Borough CouncilExperiencethe differenceSTRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTSo Why Does Microsoft Do Service ManagementSTRATEGY CONSULTING SUPPORTExperiencethe differenceSTRATEGY CONSULTING SUPPORTWhy Microsoft Needs Service ManagementDatacenterMachines (SPM)~24,000

Lab Services~50,000

Other OUs 40,000Network Attached Devices~80,000

Smart Phones~80,000

Supported Full Service Domains ~280,000IP based devices ~890k

Supported Limited Service Domains ~5,000AD Clients ~420kConfigMgr ~285K

PHX / GFS~250,000

IP connectedMachines~500,000

NTDEV~24,000

Workstation OU280,000STRATEGY CONSULTING SUPPORTWith such a large and varied estate MSIT is Microsoft's largest customer11/3/20113

AucklandMicrosoft Offices in 105 Countries89k Employees Globally70k Vendors GloballyMicrosoft locations 400ConfigMgr Sites ~230ConfigMgr Clients ~300,000Puget Sound37,213 PopulationNorth America15,105PopulationEurope Middle East and Africa18,893PopulationAsia 14,839 PopulationSouth America2,235 PopulationSTRATEGY CONSULTING SUPPORTAnd to run our global organisation, we need good Service management practices4Why Microsoft Does ITSMConsumer and Business Services

STRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTAnd then there is the Consumer & Business Service Base Managed separately20 million xbox live accountsWe have close to half a billion Windows Live users on Hotmail and Messenger

5So Why Does Premier Do Service ManagementSTRATEGY CONSULTING SUPPORTExperiencethe differenceSTRATEGY CONSULTING SUPPORTBackgroundIndustry Trends for Operational ProblemsSources of downtimePeople 40%Process 40%Technology+ 20%

Process40%People40%Other20%Gartner Security Conference presentation "Operation Zero Downtime," D. ScottSTRATEGY CONSULTING SUPPORTSLM-DCM-PMM WORKSHOP GUIDE7This is the traditional why we do ITSM slide

BackgroundShifting the BalanceSTRATEGY CONSULTING SUPPORTSLM-DCM-PMM WORKSHOP GUIDE8As is thisBUTThe real reason we do ITSM is

STRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTIn education its about making sure children can access IT easily and get a good experience that teachers can set learning plans and share them with parents and children can submit homework on line9

STRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTOr indeed, just keeping people alive Its about providing SERVICES and each service has an OUTCOME depending on the business we are in10The Impact of DowntimeSTRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORT

STRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTBecause if we fail people dont fly12IT Service Management begins with the SERVICESTRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTSo understanding SERVICE is an integeral part of running an IT depatment as is telling our customers that we understand what IT does13IT Departments that try to improve service often fail because they start looking inwardly, measuring what they do and creating SLAs.STRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTOne of two WORDY slidesWe often approach Service Improvement in the wrong way in an introspective way14

STRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTWe create vast amounts of paperwork ITSM is NOT ABOUT PAPERWORK

15By 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.

STRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTWe start with defining what is a service, what are the OUTCOMES that the service provides Flying, Money, Life etcUnderstand that show the business we understand it and we can develop a new approach16Talking about Service

Historically IT has talked about server uptime, and assumed that this was an accurate reflection of what the business experienced.STRATEGY CONSULTING SUPPORTServer Uptime does NOT equal Service uptime17Increasing Complexity

Typical Service

USERSExpectations

BusinessWarrantyDependenciesExchangeNetworkStorageBackupADSTRATEGY CONSULTING SUPPORTServices are Complex18Telford and Wrekin CouncilThe ChallengesSTRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTTelford and WrekinChallenges27,000 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

STRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTTelford and WrekinThe ApproachDefine 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

STRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTTelford and WrekinThe SolutionA 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

STRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTTelford and WrekinThe SolutionDefine 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

STRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTTelford and Wrekin CouncilThe SolutionSTRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORTValue of a Service Orientated ApproachRe-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

STRATEGY CONSULTING SUPPORTQuestionsSTRATEGY CONSULTING SUPPORTSTRATEGY CONSULTING SUPPORT

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