#tft14 suresh gp, best practice frameworks and standards adoption

Suresh GP

Best Practice Frameworks and Standards adoption

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

Best Practice Frameworks & standard adoption –Why complicate? Be Pragmatic Suresh GP/ Feb 18, 2014

Global Delivery Leader

HP Professional Services

© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. 3

Brief Profile

Global Delivery Leader @ Hewlett Packard

Board of Director itSMF India

Executive Council, itSMF Singapore

• 13 + Years of IT Experience

− Business Analyst, ITSM Consultant, Solution Architect, ITSM Transition PM, Business Consultant

• Architecture & Stds Governance Manager

• Blogging, Training, Running Workshops

• Certifications

ITIL V3 Expert

ISO 20K Practitioner

ISO 20K Lead Auditor

CGEIT

PMP


Business Drivers

IT delivers business value

Reduction of IT expenditure

Regulatory controls and Compliance

Retain and Increase Customer base

Develop Competitive advantage

Benchmarking against accepted standards and competition

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Todays Challenge

Growth in use of best practice framework and standards creates new Challenges

a) Creating awareness of the business purpose and benefits of these practices

b) Supporting decision making – practices to use and integration with internal policies and procedures

c) Tailoring to suit specific organization requirement

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“If you can't fly then run, if you can't run then walk, if you can't walk then crawl, but whatever you do you have to keep moving forward.” ― Martin Luther King, Jr.

Martin Luther King

http://www.goodreads.com/author/show/23924.Martin_Luther_King_Jr_


"Here is Edward Bear, coming downstairs now, bump, bump, bump, on the back of his head, behind Christopher Robin. It is, as far as he knows, the only way of coming downstairs, but sometimes he feels that there really is another way, if only he could stop bumping for a moment and think of it." — A.A. Milne (Winnie the Pooh and the House At Pooh Corner)


Discussion

ISO20000 Cobit

ITIL

• Other Complementary frameworks

•Definitive Standard for IT Service Management •Current Version :

2011

•Business Framework for governance and management of Enterprise IT • Current Version 5.0

•Adoptive framework for IT Service Management •Current Version:

ITILV3 2011

ITIL Cobit

Six Sigma

Lean IT

CMMI for Services

ISO/IEC 20000


Snapshot of 3 Together [Cobit, ITIL, ISO20K]

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Mapping ITIL & ISO/IEC 20000


Mapping ISO/IEC 2000O & CobiT


Mapping ITIL & CobiT


Case Study 1- ITSM Project

200 high-priority

unresolved incidents

Only 3 problem

records registered

Large volume of calls

In Service Desk

Key metrics achieved with

only 50-60 percent

Resource Utilization was

120%


How did we approach

Assessment of Process using ITIL and Cobit

Framework

Review of Service Desk Staff, Process owners and Key stakeholders

Process were in place but lack of IT Governance

Decided to demonstrate value using Cobit 5.0

Focus on 3 Cobit Processes

Benefit Realization Executive Management

Reporting


Cobit 5.0 Process


Performance Monitoring – Balance Score Card

Breached SLA – Dependency with Third-Party vendors

Establishment of Underpinning Contracts and Operation Level Agreements (OLAs)

Follow-up of all monitoring, reporting and assessments

Tracking of the results of remedial action committed

MEA01 - Monitor Evaluate and asses Performance & Compliance


Manage Service Requests and Incidents

DSS02


Manage Problems

Chip design System design

Cooling solutions

Data center

services

Business continuity & availability

Industry standards

Power & cooling management

Server & storage consolidation

Virtualization & automation technologies

Infrastructure

products

• Partitioning; multi-OS; blades

• VSE; gWLM; VMs; Storage Virtualization

• Low-voltage

• Multi-core

• Heat sinks, fans, power supplies, disk drives, mechanical design

• HP BladeSystem design

• HPC Cluster Platform configs

• Modular Cooling System

• Assessment; Thermal Assessment & Site Planning;

• IT implementation;

• Support services

• PDUs

• UPSs

• Universal racks

Priority 1 Priority 2 Priority 3

Categorization Prioritization

High Priority Problems

Identification of Triggers

Problem Management Review

Identification of Work Around

Ownership & Resolution Update

Problem Matches

DSS03

Priority 4


Performance Review Analysis

55%60%

-35%

0%

82% 80%

-9%

57%

-60%

-40%

-20%

0%

20%

40%

60%

80%

100%

KPI C-SAT SLA breach KB usage

ITIL

ITIL + COBIT

Performance Review


Lessons Learnt

Understanding of Business Requirement and Roadmap

Adopting ITIL and Cobit appropriately

To reduce overall compliance effort – Identify Preventive controls

Time taken to make the process streamlined would be more than anticipated – Expectation

Setting

Start small, scale fast and grow fast (No Big bang implementation)


Case Study 2

Plan • Customer demand for business bid • Embarked on ISO/IEC 20000 Journey

Do • Struggled to get the basic process in place • Got the documentation, training, audit and certification

Check • Sustenance was difficult • Lost the Certificate after Surveillance Audit


What do you reckon?

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Framework/Standard approach

Approach

o What are we trying to do?

o How will this be measured? Clear measurable goals

o Where is the project/initiative coming from?

o IT Management, customers, business, compliance

o Cost , Benefit vs Risk of doing it

o Clarify in business language not on IT/ITSM


Avoid Pitfalls

Top Management Buy In

Treat implementation initiative as project activity (Phases vs one step)

Clear understanding of Objectives

Management of Organizational Change

Managing expectations

Focus first on easier changes and enable quick wins - One step at a time

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References & Coordinates

How can ITSM & Cobit Complement each other

Top 10 considerations for your ISO 20000 Certification Journey

Follow me on twitter @sureshgp

Linkedin: Suresh GP

Email me: [email protected]

Join me Live at ITSMF Singapore – 21st March

SITS14 London - 29th and 30th April

itSMF NZ Conference – 5th to 7th May 2014

http://www.isaca.org/Knowledge-Center/cobit/Documents/COBIT-Focus-Vol-4-2009.pdf

http://www.itsmportal.com/columns/top-10-considerations-your-iso-20000-certification-journey

mailto:[email protected]


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Thank you

With thanks to our slides sponsor, CA Technologies

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