TFT13 - Saurabh Dubey, Outside the Box of IT

1 © 2013 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member

firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved. NDPPS 192124

Outside the box of

Saurabh Dubey

KPMG LLP

ONCE UPON A TIME…



One fine morning…

“This is how we

ensure service

continuity in life.”

“CERN uses ITIL to rethink

facilities management….”



Let's look at the concept of Service

A means of delivering value to

customers

By facilitating outcomes customers

want to achieve

Without the ownership of specific costs

and risks.

What is this applicable to?

OR

What is a service?

A “service” is

Is it applicable to:

Facilities Mgmt

Restaurant Mgmt

Crime Investigation

Medical Care



Facilities Management

“CERN did it, and they manage

the HIGGS BOSON… they are

smart people”


Facilities Mgmt

Restaurant Mgmt

Crime Investigation

Medical Care

Questions:

1. Do the customers receive value?

2. Do they achieve their outcomes?

3. Do they have the ownership of

risk and cost?

Value = Some else deals with the trash!!

The customer get the outcome of working

in a clean space.

Customers don’t have to buy supplies, or

resources to manage cleaning their own

trash.



Restaurant Management


Facilities Mgmt

Restaurant Mgmt

Crime Investigation

Medical Care

Questions:




risk and cost?

Customers walk in, order food, and

get food.

Customers achieve the outcome of sitting

and eating while someone else cooks.

If the chef burns the food, they don’t have

to eat burnt food nor do they have to pay

for the wasted raw materials.



Crime Investigation


Facilities Mgmt

Restaurant Mgmt

Crime Investigation

Medical Care

Customers get the value of crime

prevention.

Customers get to see the satisfaction of

seeing the culprit/offender being identified.

They don’t have to go and find the guy or

prove that he/she is guilty = Definitely

no risk!!

They don’t have to train to identify criminals,

no forensic studies needed = No cost.

Questions:




risk and cost?



Medical Care


Facilities Mgmt

Restaurant Mgmt

Crime Investigation

Medical Care

Customers get medical care.

Customers achieve the outcome of

feeling better.

Customers do not have to spend 6–8 years

learning the details of medicine.

Customers do not have to manage the risk

of bad self-medication.

Questions:




risk and cost?



The ITILv3 Service Life Cycle

Service Strategy

SS provides sales,

marketing, & the

general business

sense for IT

Why does the

customer need this

service?

Why should the

customer purchase

these services

from us?

Why should we

provide x levels of

availability,

capacity, and

continuity

Answering these

questions guides

the overall strategy

for the services

needed and

provided

Service Design

SD provides design

and creation of the

Service Offering

What capabilities

are needed to

support the

service?

Do we need

services from other

parties?

Do we already

provide this?

What do we expect

the service to do

and look like?

How will we

support the

service?

How will we

guarantee the

service levels?

Service Transition

ST: provides Risk

Management & Risk

Mitigation in

transitioning the

service to prod

Minimize risk of not

knowing what it is

under control

Operations needs

to continue BAU

Must control all

changes and

moves

Make sure only

authorized and

tested products

and services go

into production

Must control all

services going into

production

Build Knowledge

base for the future

Service Operation

SO: provides for

maintaining the status

quo while improving

the service delivery

and service

perceptions

Ideas in design

stage are now in

production

Start the

measuring and

reporting of service

achievements

Covers both

activities and

processes of this

phase and the

other phases

Continual

Service Improve

CSI: covers part of

the SLM process,

specifically the

measurement and

reporting & service

improvement plan

Guidance on

measurement

Guidance on

measuring

achievements

Guidance on

measurement

reporting

Note all processes

have a quality

feedback loop and

use the PDCA

model to some

extent

This phase focuses

the use of the

above tools



Applicability

Does the applicability remain when you consider the end to end service lifecycle?


Facilities Mgmt

Restaurant Mgmt

Crime Investigation

Medical Care

Do we have to think about Service

Strategy?

Do we have to think about Service Design?


Transition?


Operations?

Do we have to think about Continual

Service Improvement?



Managing Across Life Cycle

Crime Investigation/Prevention

We saw that this can be defined as a Service.

Let’s identify the players in this service.

– Service Provider – FBI/Scotland Yard/CBI

– Customer – Citizens (Pay through taxes)

– End Users – Citizens (Use through direct contact)



Service Strategy for Crime Investigation/Prevention

Strategy

Management

Defining the vision

Creating a plan

Positioning

Pattern of Action

Identify the services that are offered

Pipeline/Offered/Retired

Service

Portfolio

Management

Budgeting for staff/training/equipment Financial

Management

Demand

Management

Patterns of criminal activity

Supply & Demand

Activity based Demand Management

Customer Satisfaction

Service requirement identification

Business

Relationship

Management



Service Design for Crime Investigation/Prevention

Service

Catalog

Management

What services are offered?

– Crime Prevention

– White Collar Crime

– Murder Investigation

– Cyber Crime, etc.

SLAs don’t have to be on time.

They can be of quality as well.

Service Level

Management

Ensuring beat cops are available when needed.

Supporting large scale events, etc.

Availability

Mgmt

Capacity

Management

Making sure that there are enough resources available to ensure that capacity

meets the performance.

Ensuring that CIs remain confidential.

Ensuring that identity of UC personnel

Information

Security Mgmt

What is our backup?

E.g. When Mumbai Police failed, Black Cat commandos took over

IT Service

Continuity Mgmt

Managing equipment suppliers

Managing third party service providers like emergency services, paramedics, etc.

Supplier

Management



Service Transition for Crime Investigation/Prevention

Change

Management

Allocation of resources

Change window management

Change conflicts

Dead bodies are CIs?

Forensic equipment.

Are firearms CIs or Assets?

Service

Asset &

Config Mgmt

E.g.

– College festivals in Delhi University.

– Untested identification methods.

– Releasing new firearms

Release &

Deployment

Mgmt

Knowledge

Mgmt

One place where Law enforcement is very good.

Criminal databases

Documented and undocumentable knowledge



Service Operation for Crime Investigation/Prevention

Event

Management

Variations in the way this is applied

Some agencies have methodical approach, some take it ad-hoc.

Most agencies do a great job at Incident logging, not so much for the

rest of the process.

Incident is not the same for IT and Law enforcement.

Incident

Management

Reactive Problem management – fixing repeated incidents

Proactive Problem Management – checking for problems before they

turn into incidents

Problem

Management

Request

Fulfillment

Permits

Enquiries

Police Auctions



Managing Across Life Cycle

Managing Lifecycle of the following services:

Facilities Mgmt

Restaurant Mgmt

Crime Investigation

Medical Care

Hotel Management

Forensic Services

Transportation Management

Construction Management

Education/Learning/Universities

Many of these are run as a business.

So, why not run a business using the

principles of ITIL/ITSM?



Can everything be managed using Service Management?

Cautions around using ITIL for Everyday service

management

Trust based

scenarios

Life and death

situations

Emotional

attachments more….

© 2013 KPMG LLP, a Delaware limited liability partnership and

the U.S. member firm of the KPMG network of independent

member firms affiliated with KPMG International Cooperative

(“KPMG International”), a Swiss entity. All rights reserved.

NDPPS 192124

The KPMG name, logo and “cutting through complexity” are

registered trademarks or trademarks of KPMG International.

Saurabh Dubey, KPMG LLP

For more information on KPMG’s

Services please visit

www.kpmg.com/us/it

Thank you.

Your feedback is welcome.

Let the conversation continue…

“The views expressed are my own and not

that of my employer or other party.”

TFT13 - Saurabh Dubey, Outside the Box of IT

Business

Transcript of TFT13 - Saurabh Dubey, Outside the Box of IT