Itsmf india presentation issues in implementing itil ver 1
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ITIL Implementation & The People factor Habeeb Mahaboob Principal Consultant Satyam Computer Services Ltd. Lake Shore Towers Raj Bhavan Road, Hyderabad
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Presentation at inauguration of itsmf India
Transcript of Itsmf india presentation issues in implementing itil ver 1
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
