Cultural readiness for itsm v3
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Pink Elephant – Leading The Way In IT Management Best Practices Cultural Readiness for ITSM Troy DuMoulin AVP Product Strategy Pink Elephant
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This is a presentation about an organization's cultural readiness to adopt IT Service Management principles and roadmaps. Further information can be found at the following blog article
Transcript of Cultural readiness for itsm v3
Pink Elephant – Leading The Way In IT Management Best Practices
Cultural Readiness for ITSM
Troy DuMoulinAVP Product Strategy
Pink Elephant
The Evolving Service Organization©Pink Elephant 2010 unless otherwise stated. All rights reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
THE WINDS OF CHANGE
New Challenges for IT
Disruptive TechnologyGreen ComputingGreen ComputingCloud ComputingCloud ComputingMobilityMobility
New ChoicesMash-UpsMash-UpsSAASSAASThe rise of the MSPThe rise of the MSPGlobal SourcingGlobal SourcingOpen SourceOpen SourceLow Cost HostingLow Cost Hosting
New RequirementsFinancial Financial TransparencyTransparencyValue vs. CostValue vs. Cost
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The Evolving Service Organization©Pink Elephant 2010 unless otherwise stated. All rights reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 3
Service Based Organization
Services are a means of delivering business value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks Insert text
Service Management takes the form of a set of functions and processes for managing services over their lifecycle. Service Management is also used as a synonym for IT Service Management
Service Based organization – an organization whose mission, goals, objectives, operating models, governance and functional structures are developed to:
Focus on the management and delivery of (IT) services to the customers to create business value in a cost efficient way.
The focus of a service based organization is external to the organization – delivering business value through services – rather than internal – the management of the systems or technologies which can be used by the client.
The Evolving Service Organization©Pink Elephant 2010 unless otherwise stated. All rights reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 4
Technology Focus
Customer Focus
Business Focus
Value Network Focus
LOW
HIGH
Role Of IT/IS In The Organization
Infl
ue
nce
On
Th
e B
us
ines
s
IT is perceived as an internal business partner
IT customers are the customer of the organization
IT has a single strategy and is focused on the customer, but is perceived as an external supplier
IT is focused on the integration and delivery of end-to-end IT services (business solutions)
IT is focused on technology, infrastructure and applications are treated as separate and largely unrelated domains
Service Focus
The Changing Role For IT
v2
v3
The Evolving Service Organization©Pink Elephant 2010 unless otherwise stated. All rights reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Service & Organization Structures
App. Dev. Infrastructure
SLM
Desktop
Hosting
Security Mgmt
Business App.Service Owner
SO
SL
A
SO
Client
Business Service
Technical Service
Process (Incident)
Service & Process Organizations tied together by SLM
Process Owner
Process Improvements based on Service Reporting
Professional Service
SO
The Evolving Service Organization©Pink Elephant 2010 unless otherwise stated. All rights reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 6
ITSM & Business Value Linkage
Core Business Measures
• Revenue
• Market Share
• Profit
• ROE
IT Core Strategic Measures
Balanced Scorecard
IT Governance & Operating Model
IT Operational Processes
ITSM, SDLC, Project Mgmt., Security and Information Mgt.
IT Value Chain (Operating Model)
IT Governance / COBIT
Business Value
IT Goals
IT Services & Processes
The Evolving Service Organization©Pink Elephant 2010 unless otherwise stated. All rights reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 77
ITIL v3 Service Lifecycle Model
SERVICE STRATEGY
1. Service Strategy2. Service Portfolio
Management3. Financial Management4. Demand Management
SERVICE OPERATIONS
1. Event Management2. Incident Management3. Request Fulfillment4. Problem Management 5. Access Management
SERVICE DESIGN
1.Service Catalog Management2.Service Level Management 3.Supplier Management 4.Capacity Management 5.Availability Management6.IT Service Continuity Management7.Information Security Management
SERVICE TRANSITION
1.Transition Planning and Support2.Change Management3.Service Asset & Configuration
Management4.Release & Deployment
Management5.Service Validation6.Evaluation7.Knowledge Management
CONTINUAL SERVICE IMPROVEMENT
1. Seven Step Improvement
The Evolving Service Organization©Pink Elephant 2010 unless otherwise stated. All rights reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
BusinessAssets
Resources
Capabilities
IT ServicesService Value
SLA
Demand
ServiceAssets
Resources
Capabilities
Service
Potential
Unused
Capacity
Goods/Services
Customers / Markets
ValueRevenue
Service Funding
Compensation
Supplier Contracts
Compensation
Budget Renewal or Charging
© Crown copyright 2007 Reproduced under license from OGC Based on Figure 4.17 Service management as a strategic asset and a closed-loop system – SS Book p. 80
Capacity not balanced with Demand Costs =
• Availability & Capacity• Secure Service
Delivery• Service Based Costing• Supplier Management
• Service Portfolio / Catalog Mgmt.• Client Relationship Mgmt. (SLM)• Demand Management
Managing IT Service Demand
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The Evolving Service Organization©Pink Elephant 2010 unless otherwise stated. All rights reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Organization Types
Value Chain Focused • Business revenue is directly generated by the sale of IT Services to external customers
• IT based services and their digital transactions are perceived to be integral and synonymous with the business processes they support
• Market share and stock price are influenced by the market’s perception of the quality and stability of IT capability.
Business Partner Focused • IT Executives are part of the strategic business planning processes • The CIO has oversight and responsibility for other departments outside
of traditional IT function (e.g.. facilities, processing, fleet mgmt.)• IT measures it success in terms of business transactional volume /
availability
Business Customer Focused • IT Services are understood to support the business process• The IT organization is understood to be an enterprise function made up
of both internal and external suppliers• Enterprise governance is mature enough to enforce standards across
all IT groups• IT is taking and fulfilling orders from its business customer
System / Service Focused • Shared Services Organizations are establishing common services and processes
• Service level agreements are based on services rather than technology• IT Services are typically defined as infrastructure and user based
services
Technology Focused • IT Domains / Depts. (Database, Servers, Desktop, etc..)• IT Operations• Infrastructure Organizations• Network
Technology Silos
Application vs. Infrastructure
IT Supports The Line
IT Is The Line
IT Service Provider
The Evolving Service Organization©Pink Elephant 2010 unless otherwise stated. All rights reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
Cultural Readiness for ITSM Processes
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Value Chain Focused Service StrategyService Portfolio Mgmt.
Business Partner Focused Financial Mgmt (costing and charging)IT Service Continuity Mgmt.Demand Mgmt.Transition Planning and Support
Business Customer Focused Service Portfolio Mgmt. (CSI Focused)Financial Mgmt. (service based costing)SLM (Business Relationship Mgmt.)Service Catalog Mgmt. (business customer focused)Capacity & Availability Mgmt.Enterprise IT Supplier Mgmt.Knowledge Mgmt.
System / Service Focused Service Portfolio Mgmt. (Project Focused)Service Level Mgmt. (ola / sla)Release & Deployment Mgmt. (SVT & Evaluation)Service Asset & Configuration Mgmt.Problem Mgmt. (Proactive)Information Security Mgmt.Request Fulfillment / Event Mgmt.Service Catalog Mgmt. (IT & user focused)
Technology Focused Change MgmtProblem Mgmt. (RCA – Reactive)Incident Mgmt.Service DeskAccess Mgmt Logical and Physical Device SecurityCapacity, Availability, Event (component / domain)
Con
tinua
l Ser
vice
Impr
ovem
ent
The Evolving Service Organization©Pink Elephant 2010 unless otherwise stated. All rights reserved. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. 11
Troy DuMoulin
www.pinkelephant.com
http://blogs.pinkelephant.com/troy
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