ITIL Implementation & The People factor

Habeeb MahaboobPrincipal ConsultantSatyam Computer Services Ltd.Lake Shore TowersRaj Bhavan Road, Hyderabad

Objective and Contents

Contents• Setting context• People – The 2nd P of an ITIL

implementation• ITIL Recommendations• Addressing the People factor in

an ITIL implementation• Experience sharing• Learnings

Objective

To discuss an appropriate approach to addressing the

‘people’ factor while implementing ITIL

Our Customers

My ContextSatyam’s ITSM Consulting practice

Team of 30 consultants– ITIL Masters– BS 7799 Lead assessors, CISA, CISSP, CBCPs– Six Sigma Black Belts– Each with experience and relevant certifications in IT

Our OfferingsITIL Consulting

ITSM Assessments

ITSM Training

Support IT Systems Consulting

Focused interventions

SLM

Service DeskITSCM

Change Mngmt

BS 15000 Consulting

Our People

Our MissionEnable IT service management organizations

achieve their objectives of improvedeffectiveness and efficiency by leveraging appropriate best practices from ITIL/BS 15000 and internally developed methodologies

Our Methodology

IT Challenges and Solution

Reduce costs of day to day operations Integrate various functions effectivelyConsolidate disparate services 1

2

Ensure IT stays “ON”Manage disruptionsPlan for availability and capacity

Improve user perception of IT Position IT as serviceCommunicate performance to user

Reduce risks to business Ensure security of information assetsBe prepared to face disasters

3

4

5

Improve alignment between IT and businessEnable quick turnaround on change requestsCommit resources for new development 2

Reduce costs of day to day operations Integrate various functions effectivelyConsolidate disparate services 1

2

Ensure IT stays “ON”Manage disruptionsPlan for availability and capacity

Improve user perception of IT Position IT as serviceCommunicate performance to user

Reduce risks to business Ensure security of information assetsBe prepared to face disasters

3

4

5

Improve alignment between IT and businessEnable quick turnaround on change requestsCommit resources for new development 2

ITIL and BS 15000are now recognized as

de-facto process standards

that enable IT functions meet

these challenges

What does ITIL Implementation Involve?

ITIL Implementations in the past

Implement a tool

Train everyone on ITIL

Establish a service desk

Adopt selective best practices

Vs

Focus on the business/customer

Use all the levers

•People (Organization)•Process•Technology

ITIL Implementations today

Re designate a set of people

This presentation focuses on addressing the People factor in ITIL implementation

ITIL Provides guidance on the key levers for improvement

Process

People

ITIL provides the various roles required to implement the processes

ITIL provides roles and responsibilities for

undertaking IT service management

processes

Organizations can use these to create a process centric

organization

But how do I implement ?

A Typical IT Organization

Financial Insurance SM

Business Unit 1

Business Unit 2

Business Unit 3

Business Unit 4

Business Unit 5

33

30

34

40

32

Infrastructure Team Lead

Mainframe/call center

Client/Help desk

Network

Server (Unix/NT)

NOC

11

16

9

8

19

xx

Functions focused on Business Units

Number of people

Distinguishing Process Roles and Organization Structure

• Functions– Marketing

– Sales– Market Research

– Manufacturing– Planning– Stores– Logistics

– Information Technology– Application support– Infrastructure Management– Help Desk

• Process– Enquiry to order

– Request to quote

– Order to ship– Assemble

• Process provides a way to integrate the various functional entities

Development Operations Tech Support Help Desk Network

Problem Management

Change Management

The Conflict between function and process

• The Incident Manager has responsibility to restore service : How much authority does he have over the various resolving groups (functions)?

• What is the responsibility of the change manager to actually build changes ?• Should the Problem Manager actually find root causes or just coordinate the process• Is configuration management a task in all the functions or should it be a separate process• What has availability management ‘process’ to do when my infrastructure is already up

and running?

There are no correct answers (at least those I know)

A theoretical construct –An IT Organization that follows ITIL

Experiences and Learnings

2 Experiences

• Clean slate IT function reorganization– Supplement all functional roles into various ITIL processes

• Tweak existing organization to include ITIL roles– ITIL roles subsumed into existing structure

A large conglomerate in Korea

Customer Is At The “Core” of the Design

A Dedicated Team to Manage Relationship

A Dedicated Team for Planning, Identifying Problems etc

A Dedicated Team to Support Enterprise Application Users

A Dedicated Team to Support IT Services

Organization Model –ITIL based

The IT Function of a Bank in the Middle East

CIO

Head Service Support

Quality Management

Business Relationship Manager (s)

Head Application Development and SupportHead Infrastructure

Change Manager

Configuration Manager

Release Coordinator

Data Center

Help Desk

Interfaces/Data Management

IT Security

End User Support

Network Operations

Technical Support

Investment & Corporate Systems

Retail Banking

Consumer Finance

Finance and Admin.

E Channels

Problem Manager IT Coordination Office

Program Management Office

IT Service Management Office

Planning

Architecture & Standards

Capacity Management

Budgets

IT Service Continuity

Coordinator

Advisory or process roles

Functional roles

Testing

ATM

Service Level Managers

CIO

Head Service Support

Quality Management

Business Relationship Manager (s)

Head Application Development and SupportHead Infrastructure

Change Manager

Configuration Manager

Release Coordinator

Data Center

Help Desk

Interfaces/Data Management

IT Security

End User Support

Network Operations

Technical Support

Investment & Corporate Systems

Retail Banking

Consumer Finance

Finance and Admin.

E Channels

Problem Manager IT Coordination Office

Program Management Office

IT Service Management Office

Planning

Architecture & Standards

Capacity Management

Budgets

IT Service Continuity

Coordinator

Advisory or process roles

Functional roles

Testing

ATM

Service Level Managers

Day to day operations

CIO

Head Service Support

Quality Management

Business Relationship Manager (s)

Head Application Development and SupportHead Infrastructure

Change Manager

Configuration Manager

Release Coordinator

Data Center

Help Desk

Interfaces/Data Management

IT Security

End User Support

Network Operations

Technical Support

Investment & Corporate Systems

Retail Banking

Consumer Finance

Finance and Admin.

E Channels

Problem Manager IT Coordination Office

Program Management Office

IT Service Management Office

Planning

Architecture & Standards

Capacity Management

Budgets

IT Service Continuity

Coordinator

Advisory or process roles

Functional roles

Testing

ATM

Service Level Managers

Planning

THANK YOU