my business - my it - my itsm

© Conceptualized and Published by Aditya Dashora

My Business – My IT – My ITSMPractical ITIL implementation examples and service catalog blueprint

By Aditya Dashora


Contents

- Author Profile

- What happens with the ITIL Implementation?

- Can I make my own ITSM framework?

- Examples & Case Studies

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About the author- Been working in IT Industry for 9 years

- Have been involved in multiple ITSM Implementation, Service Improvement Initiatives and Pre-sales

- Have worked with customers from all verticals and geographies

- Have been recognized by the customers in ITSM Auditing Skills

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What happens when we take ITIL implementation too seriously?

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ChaosConfusionComplexity


What happens when you hire consultants?

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Without Consultants

Without best practices, IT is less efficient, costly and people dependent however business is “Happy” with IT.



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A Consultant comes in with best practices and standards

Mr. ConsultantBest Practices; Standards etc….



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The Aftermath

The Business IT interaction becomes more complex. Overall IT is “Green” but Business is “Not Satisfied”


How many sentences you can make using these words

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“Need” “Change”


How many sentences you can make using these words

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We need a Change

There is a need for Change

A change is needed

Character Count= 13 Temperament= Aggressive

Character Count= 21 Temperament= Suggestive

Character Count= 15 Temperament= Passive

ObservationsAll of the sentences:- Are grammatically

correct- Convey similar

meaning- Have different

temperament and character count

Language allows us to craft different sentences using same words to convey same meaning with different temperament. Depending upon the temperament, the character count and impact of the sentence will change

“Need” “Change”


Does ITIL allow me to make my own meaningful sentences according to my temperament?A thought process behind “My ITSM”

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Key Questions we need to answer

Do I have to implement all the ITIL Processes to get the benefits?

Does ITIL provide any guidance on sequence of implementation of 23 processes?

Do I need to have all the Functions or ITIL suggested org structure to do a successful ITIL implementation?

Do I need to have an individual Person for each role?

Should I start tool implementation without wasting time on process?

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My Business – My IT – My ITSM

I will define the IT Services for my organization before improving the processes

I will design an end-to-end value stream for each of my services

I will design & improve processes and simultaneously start tools implementation work

I will define roles & responsibilities and then decide whether they need to be fulfilled by a team oran individual. I will not define a role to justify existing org structure. If needed, I will not hesitate inproposing restructuring of IT Organization

I will select and implement the processes based on their utility in my organization and context. Iwill not do a big bang process implementation exercise

I will move towards “one stop shopping experience” for business by defining Service catalog.

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Golden WordsITIL is a best practice framework and not a compliance framework therefore it isokay to adopt and adapt ITIL according to the business needs.


An example of “MY ITSM” Framework

Clear interface with business and End-Users

Interconnected processes & No boundaries of different lifecycle stages

Knowledge management interfaces with all the processes

Reports and KPI Metrics for all the processes

Intelligent reporting dashboards for business

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Case StudiesHow Adoption and Adaptation of ITIL helped organizations to achieve better business-IT Alignment

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A financial institution did a successful experiment by marrying incident management to availability management

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Incidents

Service Requests

Monitoring Tools

Availability Management

Service Restoration

Problem

Change

Application Support

Request Fulfillment

Key Improvement Ideas:

- Replaced definition of Incident by

Major Incident and handlle it

using Service Restoration Process

- All Incidents related to Service

quality degration or medium

priority Incidents are treated as

ongoing 24x7 Service

Improvement work

- Detailed design time and runtime

Availability Management

- Triggered Availability

Management for each Incident

related to Infra

- Reduced user reported Incidents

to 10%

10%

90%

Total Incidents

End Users


A Fashion Retailer restructured the incident prioritization process based on end user profiles

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Key Improvement Ideas:

- Early prioritization of

Incidents based on user

profiles

- Reduced Incident hop count

by 25%

- Early detection of Sev-

1,Sev2 incidents

- Easy classification of VIP,

VVIP tickets and Service

reqquests

- Overall customer

satisfaction improvement

Store User (SU)

Warehouse User (WU)

General User (GU)

Traditional Prioritization Matrix

- Impact and Urgency Based Prioritization

- P1(critical) to P5 (request)

Retailer’s End User Profile Based Prioritization

SLA Target

SU1 3 0M i n u t e s

SU2 2 H o u r s

SU3 8 H o u r sSLA Target

WU1 2 H o u r s

WU2 4 H o u r s

WU3 2 4 H o u r s

SLA Target

GU1 4 H o u r s

GU2 8 H o u r s

GU3 4 8 H o u r s

Priority = Impact X Urgency

Priority = User Profile X Time X Urgency

Critical High Medium Low

Extensive/Widespread P1* P1 P2 P3

Significant/ Large P1 P1 P2 P3

Moderate / Medium P2 P2 P2 P3

Localized/ Minor P2 P3 P3 P4

Urgency

Im

pact


Why Service CatalogUtility and fitment of Service catalog in business-IT Ecosystem

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The need of service catalog is increasing everyday and specially for companies marching towards cloud

Gartner research on critical capabilities on IT Service Catalog

Explains –

“Business demand is pushing organizations to create and operate catalogs that provide a shopping place for IT services. IT leaders need to know how this marketplace is changing, and what capabilities delineate how good a fit the vendors' offerings may be for their needs.”

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A blue print of integrated ITSM Processes with Service Catalog

My ITSM Framework with Service

Catalog


For questions: [email protected]

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Thank You

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