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Importance of process when implementing tools to support service managemennt
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A Fool with a Tool is Still a Fool !
Lindsay ParkerOpenView Business UnitHewlett Packard
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Agenda
• Any fool can implement a tool!• What is ITIL• The Processes• Where to start• How to select the tools• Why Service Management fails• Show me the money!
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Any fool can implement a tool!
• Communication is good!• Processes are key!• Technology for technologies sake.• Unclear objectives …… Quality, customer focuses service at an agreed
upon price.
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Studies have shown that many fools have implemented tools!
• 1997 Gartner Group study found that 18 months after the date of purchase, only 25% of respondents had successfully implemented enterprise-management solutions. After 36 months …..30%. (Network Magazine, 12/98)
Support from top level executives Expectation management Problem identification Quantifiable costs
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Studies have shown that many fools have implemented
tools!
• Technology to fix process problems• No measurable ROI• Real needs of the organization not identified• Chosen tool not fully investigated• Implementation problems• Choices made in a reactive environment• IT view themselves as technology specialists
not necessarily business partners• No regard given to the customers view
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I don’t want to become another statistic !!!
• IT has to become a valued business partner• IT has to make direct contributions to the success
of the business Increased productivity improved time to market improved customer satisfaction improved profitability …...
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System Vs Service Management
• System Focus Vs Customer Focus.• System Management is often part of Service
Management.• Each can exist independently.• Can’t maximize Service Management without
System Management tools.• System tools should provide a Service view.
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System Management
• Tools to manage complex, distributed, multi-vendor IT components and systems.
• Manages Hardware, Software, Middleware, and Networks.
• Responsible for monitoring and managing activity in the IT Infrastructure.
• Either self-correcting, or reports to a console (central or distributed).
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Service Management
• Customer & Business Focused.• Provision of Quality Service to the Customer at an
acceptable cost.• Heavily dependant upon processes.• Potentially supported by Systems Management.• Relationship between customers, IT services, &
Supporting IT Infrastructure.
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The triad for success
People Process Technology
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ITIL
• IT Infrastructure Library• Developed by Central Computing &
Telecommunications Agency (CCTA)• IT Infrastructure Management Forum Ltd• 24 Service modules included in: Service Support, Service Delivery, Environmental Strategy, Office
Environment, Computer Operations, Environmental Management, Software Support, Networks.
• Goal being to identify processes that need to be in place to provide a quality, optimal level of service , with added value to the IT customer, at a justifiable cost.
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UALITY?
• International Organization for Standardization (ISO) states:
“Quality is the totality of features and characteristics of a product or service that bears on its ability to meet a stated or implied need (ISO 8402)”
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What is the IT infrastructure?
• Hardware• Software• Processes • Documentation• People
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Service Management
• Service Support• Service Delivery
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Service Support
• Help Desk• Problem Management• Change Management• Release Management• Configuration Management
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Service Delivery
• Service Level Management• Capacity Management• Availability Management• IT Service Continuity Management• Financial Management for IT Services
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Process Integration
AvailabilityMgt.
S/W Control& Distribution
ConfigurationMgt.
Customers Suppliers
CustomersHardwareSoftwareProcessesDocumentationNetwork
ChangeMgt.
HelpDesk
ProblemMgt.
Cost Mgt.
ContingencyMgt.
CapacityMgt.
ServiceLevel Mgt.
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Where to start?
• Communication• Service Catalogue• Customer Driven• Gap analysis• High Visibility• High Return on investment• Visible ROI• Point of Pain• Leverage of currently in-place processes
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How to implement the triad.
• Plan• Do • Check• Analyze
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Plan.
• State the objectives of the project• State the business requirements• Obtain management support & sponsorship• Identify the project manager• Identify the key tasks• Identify the project team members• Identify timelines & milestones• Start awareness campaign• Identify organizational roles & responsibilities in
support of the process• Define user acceptance criteria
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Do.
• Identify & document business processes & how they will interface with the IT processes
• Choose supporting tools• Training• Publicize implementation• Switchover to new system
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Check.
• Review• Fine-tune• Complete
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Analyze.
• Review• Ensure people, processes & tools are meeting the
needs of the business customers
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Tool Selection:
• Highly integrated• Service View• Capable of integrating with the established
service processes • Management reporting capability• Provide data feeds to other tools/processes• Proactive, exception based• Business view• Auditable
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Why Service Management projects fail
• Technology focussed• Risk of failure from venturing into unchartered
waters• Scope creep• Lack of commitment• Lack of user buy-in• Lack of knowledge• Limited tangible ROI
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Rough timelines to implement
PROCESS Time to implement
Help Desk 6 to 24 months for sophisticated, extensive solution
Change Management 1 to 3 months inclusive of the procured support tools
Configuration Management 4 to 12 months from inception to completion
Problem Management 2 to 4 months for product evaluation and system design
Software Control and Distribution A matter of weeks rather than months providing configuration management is in place
Availability Management 6 to 9 months for a green field site. Depends upon the number of procedures and system requirements.
Capacity Management 9 to 12 months
Contingency Management 6 to 12 months including testing
Cost Management Approximately 6 months to set up plus a 3-month parallel test run, in line with the fiscal year.
Service Level Management 2 to 6 months for existing services
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Show me the money!
• Highly responsive IT department• Proactive• Customer aware service provider• Valued business partner• IT directly affects how the business grows• Time to market• Competitive advantage• Customer Satisfaction• $$$$$$$
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Thank you for your time.
•Questions?
?
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