Post on 22-Apr-2015
description
1
Case Study:The Final FrontierWhen ITIL, ITAM and ITFM Combine
2
Healthy Disregard of the Impossible
The Final Frontier
IAITAM 2011 Annual Conference & Exhibition
Scott Lemm, Global IT Asset Practice ManagerStefanini TechTeam
◦ CITAM, CSM◦ Public & Private Sector Efforts◦ Mid-Market and Enterprise Clients◦ Total Asset Management Approach
Value Based Business Service Management View ITIL Aware
◦ IAITAM Speaker since 2005◦ ITAM Industry Volunteer
ISO 19770 CODiE Judge MHEC Executive Board
Introductions
3
Frontier Training◦ A View Forward◦ The Basics Explained◦ Case Introduction
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierTopics
◦ ITAM as an IT Service Project◦ Building a Service◦ Integrating the IT Silos
◦ Service Valuation◦ Process Optimization
Are We There?◦ 4 Month ROI◦ Lessons Learned
Destination – The Final Frontier
4
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierA View Forward
IMAGINE
5
Move IT visibility from a cost center to a revenue enabler
Accurately identify IT cost and IT value to both the Business and the Enterprise
Identify & Eliminate Inefficiency
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierWhat Problem?
What Problem Are We Solving?
6
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierITAM – ITSM - ITFM
What is ITAM?
What is ITSM?
What is ITFM?
IT Lifecycle Management as it joins Financial, Contractual, and Inventory functions for physical and logical IT Assets
Delivery of IT to the Business. Includes the following areas: Configuration, Change, Release, Incident, Problem, Service Desk, and more…
Accurate and Cost Effective Stewardship of IT Services: Plan, Control, and Recover Costs
7
The Final Frontier
RFC Changes
Approval
Service Request
Changes
Asset Incidents
Actual Assets
Surplus
Purchase Requests
Terms & Condition
s
Incident Management
New Assets
HR System
Financials
Procurement
Asset Data
Change Management
Purchase Orders/Vendor Feeds (ASN)CONTRACTS
Invoice & PO
Ownership Repository
Hardware , Software, Network
ITSM
ITFM
ITAM
SQL License
SQL PO
SQL Installation
SQL Instance
SQL Service Status
SQL IPC
SQL Service SLAs
SQL Vendor Management
ITAM – ITSM - ITFM
8
IAITAM 2011 Annual Conference & Exhibition
The Final Frontier
SERVICE DESKRFC
Changes
SERVICE CATALOG
Approval
Asset Request
Changes
Asset Incidents
Actual Assets
DISCOVERY
ERP
Service Requests Incidents
Surplus
Purchase Requests
Fixed Assets
/ AP
Terms & Conditio
ns
Incident Management
New Assets
HR SystemFinancialsProcurement
User Data
Asset Data
Change Management
Purchase Orders/Vendor Feeds (ASN)
CONTRACTS
Invoice & PO
Ownership Repository
Hardware , Software, Network
ITAM – ITSM - ITFM
9
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierCase Introduction
Global Manufacturer of Food Products◦ Over $10 Billion in Revenue
◦ Over 75,000 assets
◦ Mature ITIL based IT Service Management Environment
◦ Tools: CA Service Manager, CA Spectrum, CA ITAM, Microsoft SCCM, SAP
◦ Mature ITAM IT Asset Inventory is identified in a shared repository IT Asset Costs are known and recorded in a shared repository Reporting is enabled Looking for Optimization
◦ Outsourced ITAM (Managed Service)
10
IAITAM 2011 Annual Conference & Exhibition
The Final Frontier?
What Do We Do?
11
Integration of People, Processes, and Technology Identify and Communicate with Stakeholders What Problem Are You Solving? Value, Value, Value Scope of Work: Roles & Responsibilities,
Resources, Deliverables, Timeline, Approval
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierITAM as an IT Service Project
What Makes Up A Project?
12
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierBuilding a Service
Service Chunking
13
Communicate with Stakeholders◦ Become the IT Shrink◦ Problems = Opportunities◦ Everyone Needs Data
Playing Politics◦ Identify the Motivators
Service Value Motivation Targeting Silo Value
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierIntegrating IT Silos
Motivating IT
14
ITAM Valuation – Assets◦ Know ALL of the related asset costs: Power, Network◦ Perform Recharge Audit
ITSM Valuation – IPC◦ 70 % of TCO occurs after the purchase◦ Time spent managing Incident, Problem, Change
Process Valuation – Cost of Performing a Service◦ Map the Process->Identify Timing->Time = $
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierService Valuation
IT Asset Managers to the Rescue!
15
Be The “Why”!◦ Why do we do it this way?◦ Consider Quality Service Management
Financial Management Reality◦ Decisions are based on $$
Getting to TRUE Total Cost of Ownership◦ Once you know process costs you can
identify/eliminate inefficiency
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierProcess Optimization
Getting to the REAL VALUEProcess Valuation: Map the Process -> Identify Timing -> Time = $
16
IT Recharge Audit - $3.5 Million◦ Missing Vendor Services◦ Missing “Other” Asset Costs◦ Missing TRUE Network Costs
3 Insource/Outsource analysis - $2.7 Million 1 Enterprise Service analysis - $1.1 Million Industry ITAM Value (Gartner) 10%-20%
savings to IT Budget in 1st Year
ITAM + Final Frontier 35%
IAITAM 2011 Annual Conference & Exhibition
The Final Frontier4 Month ROI
Proof is in the Pudding
17
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierLessons Learned
Not Overnight Maturity Level is important
18
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierLessons Learned
Not Overnight Maturity Level is important Executive Support is critical No magic tool – get dirty
19
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierLessons Learned
Not Overnight Maturity Level is important Executive Support is critical No magic tool – get dirty Open Mind – Don’t be a
stereotype
20
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierLessons Learned
Not Overnight Maturity Level is important Executive Support is critical No magic tool – get dirty Open Mind – Don’t be a
stereotype Value, Value, Value What Problem are we solving?
21
IAITAM 2011 Annual Conference & Exhibition
The Final FrontierQuestions
?