Copyright 2016 TeamQuest Corporation. All Rights Reserved.
How to Improve Your Organizations IT Maturity Per Bauer - TeamQuest, a HelpSystems Company
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Our Presenter
Per Bauer [email protected] @pellebauer
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Identify and prioritize improvement initiatives
Understand your current state and
limitations
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
The purpose of Capacity Management
Over-provisioning
Time
Cap
acity
nee
d Avoid extensive over-provisioning to drive efficiency
Prevent incidents to improve quality of service
Demand Sourcing
Time
Capa
city
Incidents
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
How is it done?
Component Capacity
Management
Service Capacity
Management
Business Capacity
Management
Monitoring data Early warnings, Proactive advice, Improved availability, shorter MTTR
Business demand Service Definitions Monitoring Data
Decision support aligned with prime business objectives
Service definitions Monitoring data
Improved SLA compliance, Planning, Increased efficiency
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
What are the benefits?
Proactive mitigation of risks
Replacement of man. processes
Informed risk exposure
Resilience
Defeat over/under provisioning
Reclaim unused resources
Automated and unified tools and processes
Efficiency
Clarity about current positions
Confidence in forecasting ability
Max. exploitation of opportunities
Agility
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
The challenges
Capacity Management Input Output
Capacity Management
People
Processes
Tools
Configuration Mgmt. Change Mgmt.
Service Level Mgmt. Availability Mgmt.
Demand Mgmt. Financial Mgmt.
Event Mgmt. Problem Mgmt.
Operations Stakeholders LOBs
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Insufficient or incorrect source data
Service definitions: CMDB Asset Management Service Catalog
Access Mapping Incompatibilities Federation vs. Centralization Performance Monitoring data
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Understanding of future demand
Demand Management or DIY?
Youre at the mercy of the business Are you getting realistic or aspirational forecasts?
R.O.T - 3 months give you time to react, 6 months and beyond is too obscure.
Close the loop. Assign probability scores over time.
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Insufficient SLAs and OLAs
Relevant data is key to your success lack of it becomes your failure.
If the current agreements lack, you need to fix them.
Formalized agreements, not favors
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Low exploitation of tools capabilities
Steep learning curve?
Automation?
Comprehensive? Support throughout the whole journey?
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No appetite for change
Old habits die hard
Technologies, departments, functions, processes etc.
Big picture missing, sub-optimization, lack of incentives
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Reluctance to give up resources
Resource allocation for new initiatives is typically based on estimates or vendor recommendations taken at face value
The potential to later reclaiming unused resources is compelling
but without a formal reclamation policy, its difficult once the service is launched
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
No Capacity champions
Operations > Strategic
Demand a seat at the table in all relevant forums (CAB, Architecture, Service Delivery, SAM etc.).
Be assertive. Focus on the unique value you can bring.
Business-as-usual
Operational
New initiatives
Strategic
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Low hanging fruits
Quick wins are important, but they do not replace the need for a strategy.
Often associated with bringing on a new tool.
Low hanging fruits are likely consequences of a flawed system identify the root cause
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Lack of incentives
Activity Based costing, as opposed to Manually Weighed costing is great for increasing efficiency
Allocating cost in relationship to actual consumption will make consumers more thoughtful about how they request resources
If Charge-back is too hard to sell, start with Show-back
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
No Management buy-in
Capacity Management touches almost every other part of ITIL.
You need to be empowered to break down barriers.
It requires Exec Mgmt attention and support.
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Limited understanding of
future demand
Insufficient SLAs or OLAs
Low exploitation of tools capabilities
No appetite for change
Reluctance to give up resources
No Capacity champion
Too much focus on low hanging fruits
No management buy-in
Insufficient or incorrect source data
Lack of incentives
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Observe Analyze Optimize
Granularity vs. historic trail
Local vs. remote collection
Raw vs. aggregated
Real time vs. snapshots
Cross platform vs. best of breed
Advice vs. action
Micro vs Macro
Pet vs Cattle
Manual vs automated
Risk vs Health
ETL vs. federation
Accuracy vs. speed
Component level vs. Services
IT Service vs. Business service
Trends vs. what-if scenarios
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
The IT Service Optimization maturity model
People
Tools
Processes
Chaotic Reactive Proactive Service Value
People
Processes
Tools
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
CHAOTIC
REACTIVE
PROACTIVE
SERVICE
VALUE
Lack of concious effort...
Mitigating risk by reacting to component level data
Prevetion of service risk through trending and forecasting
Prediction and optimization of service health through advanced analytics
Prescriptive analysis completely aligned with prime business objectives
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Getting return on your efforts
Chaotic Reactive Proactive Service Value
Hit and miss
Improved service quality
Confidently increased use
of existing resources
Optimized investments
through better
planning
Decision support fully aligned with
business objectives
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Value
People Exec Mgmt Mandate to change Service Providers Data/Reporting Demand Management Business Req. SMEs Capacity champions
Process Capacity policy SLAs/OLAs Support from all other ITIL proc. Reclamation policy Demand Calendar RACI matrix for Capacity Mgmt Reporting structure blueprint Chargeback model
Technology Source data access and federation Component-to-service mapping Tactical reporting and event
management Predictive analysis based on forecasts Prescriptive recommendations
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Identify and gather Analyze and transform Contextualize and influence
Capacity Management
Input Output
Copyright 2016 TeamQuest Corporation. All Rights Reserved.
Thank you! Per Bauer [email protected] @pellebauer
SAVE THE DATE!
CMG imPACt 2017
November 6 9, 2017 Loews New Orleans Hotel
How to Improve Your Organizations IT MaturityOur Presenter Slide Number 3The purpose of Capacity ManagementHow is it done?What are the benefits?The challengesInsufficient or incorrect source dataUnderstanding of future demandInsufficient SLAs and OLAsLow exploitation of tools capabilitiesNo appetite for changeReluctance to give up resourcesNo Capacity championsLow hanging fruitsLack of incentivesNo Management buy-inSlide Number 18Slide Number 19The IT Service Optimization maturity modelSlide Number 21Getting return on your effortsSlide Number 23Slide Number 24Thank you!Slide Number 26
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