Creating Value for Your User Community - Nicus

COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED

Creating Value for Your User CommunityLauren Fulton, Senior IT Finance Advisor


Agenda

USER ENGAGEMENT

ASSUMPTIONS

CHANGE MANAGEMENT

USER COMMUNITIESService Owners, Application Owners,

& Consumers

PHASED APPROACH

TAKE-AWAYS


User Engagement

- User engagement can be challenging after an ITFM implementation

- Give users a reason to engage – be involved in their initiatives and provide

relevant data


Assumptions

- Executive support for ITFM program

- Rate-based model

- Rates are set annually

- Effective rates are monitored monthly or quarterly


Change Management: Initial Rollout

Gain buy-in

from influential

stakeholders

Build base of

advocates

Drive broad

awareness of

ITFM program

Track

enhancement

and reporting

requests


Change Management: Initial Rollout

• Meet with key stakeholders before rolling out program

• Brown bag lunches & introductory meetings

• Tailor messaging to each stakeholder group

• Allow users to ask questions and provide feedback

Tactics


Change Management: Ongoing

Maintain focus on

educating stakeholders

Gain buy-in for

allocation methodologies

Improve Data Quality

Understanding critical IT

initiatives and decision-

making processes

CAUTION

Goals Ahead


Change Management: Ongoing

• Meet separately with key executives and their staff

• Hold quarterly town halls

• Expose roadmap and organizational impact

• Offer ad-hoc analysis leveraging ITFM data

Tactics


Service Owners

Service Owners are accountable for the total cost and unit cost of IT services

• Methodology used for calculating the IT service cost • Methodology and metrics for distributing IT service costs to

consumers and applicationsBUY-IN

• Insight into the true drivers of cost• Unit cost information with analysis regarding fixed versus variable expense impacts• Metrics and data to support IT initiatives such as Tech Refresh, Virtualization, Cloud

VALUE


Application Owners

Application Owners are accountable for the total cost of an application, including

hardware, software, and labor

• Allocation metrics used to charge costs to their application• Allocation metric that will be used to charge costs to Consumers

BUY-IN

• Insight into the true drivers of cost• Notification about renewal dates with lead time to change direction• Metrics and data to support application initiatives, such as re-platforming, application

rationalization, and sourcing decisions

VALUE


Consumers

Consumers are accountable for their usage of IT services and applications

• Data sources and metrics used to build up the costs of IT services• Data sources and metrics used to charge costs to their departments

BUY-IN

• IT costs supporting various business services• Cost of applications and the value the business is receiving• Business decisions and options that can drive utilization of IT services

VALUE


Incorporate ITFM into core business

processes, such as funding decisions or

project approvals

Phased Approach

Don’t automate all data sources and

reporting immediately – questions will

inevitably arise that may cause changes

to metrics and/or methodologies

Build a base set of reports and

incorporate feedback from data owners

and consumers on what additional

reporting would be useful

Share initial numbers to engage IT

partners and encourage data quality and

completeness

Phasing your implementation can reduce

re-work down the road and allow you to

incorporate feedback from the user

community


Take-aways

13

Creating Value for Your User Community - Nicus

Documents

Transcript of Creating Value for Your User Community - Nicus