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To view this complimentary webcast in full, visit: http://forms.axiossystems.com/LP=281Sharon Taylor, the Chief Architect of ITIL® V3 discusses how strategically focused IT service management can be used to drive value for the business. The focus is changing from IT powering the business to IT driving the business forward.This video focuses on how IT and the business can move together as one. You will learn how ITSM can address the delivery of value-driven services through operational efficiency, service optimization and transformation with market time agility.
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Agenda
IntroductionsHost – Scott Sorensen -
Global Head of Solutions Consulting at Axios Systems
Speaker – Sharon Taylor – President, Aspect Group, Inc.
Service Value Management: A Business Imperative
The evolution of value Why it is changing What it is changing into The benefits of the change How you can achieve it When you will know you have
Brief Axios Systems Overview
Question and Answer Session
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Your Speaker Today . . .
Sharon TaylorPresident, Aspect Group, Inc. since 1999
CIO for 14 years
CEO for 10 years
Author, thought leader
Dedicated to the ITSM industry
Chief Architect ITIL V3
Chief Examiner ITIL V3
Chair, itSMF International
ISM, Fellow
Strategic Advisor, ICSM
www.aspect360.net
Sharon Taylor, Aspect Group, Inc.
June 30, 2009
Service Value Management:A Business Imperative
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What is Value?
Has understood worth
Collective vision
Supports objectives
Enables or avoids
Has meaning
Its absence has impact
Is measured in many ways
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Value by the Book
What are we trying to address with SVM? Changing market dynamics that drive business priorities
Changing market conditions that drive business reactions
Changing service lifecycles that drive business process
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Evolving toward SVM
Infrastructure Management
Service Management
DistributedComputing
Environment
IT-EnabledBusiness
Agility
Value ManagementBusiness Aligned ITSM
Service Infrastructure fusion
Predictive optimization
OGC/APMG contract, ITIL V3 released
ISO 20000, CoBIT ISACA collaboration
Self-managing resources
BS15000 released following by ISO 20000
Infrastructure standardization and instrumentation
ITIL V2 released
Computing and infrastructure islands (chaotic, expensive management)
Policy-based resource allocation
Chaotic
Transition
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SVM Lifecycle
Create Value – These are the actions we
consider worthwhile that must increase or generate maximum future value. This is part of Service Strategy and Design practices.
Manage Value – Applying practices that
allow for repeatable actions which satisfy governance, change, culture, communication and leadership within the IT service organization. These exist within the Transition and Operation of services.
Measure Value – Using metrics and
systems knowledge to benchmark and compare performance of services against expected return on value. This is an iterative, ongoing part of Continual Service Improvement.
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Building SVM Intelligence
Enablers – High level objectives that allow the creation of service value
Elements – The Service Management capabilities that quantify service value outcomes
Characteristics – The Service Management behavioral traits that define service value
Ingredients – The activities that execute and underpin service value
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SVM Enablers – Achieve Business Objectives
Decrease in fixed costs
Decrease in unit costs
Lower start up time
Improve market position
Decreased operational risks
Reduced performance variation
Business process compliance
Competitive advantage
Increase in customer satisfaction
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SVM Elements – Organize Capabilities
Quality – Retaining market share, capturing
new market share, retaining and increasing customer loyalty, repeatable and consistent product quality and consumer experience.
Agility – Competitive advantage, speed to
market, adaptability to changing needs, predictive preparedness.
Value – Product competitiveness, production
efficiency, predictable business process/outcomes, regulatory compliance, risk tolerance, managing constraints.
Quality
Value
Agility
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SVM Characteristics
Driven by process
People
Process
Products
Partners
Best practices
EfficiencyCost
Avoidance
Effectiveness
Value
Available Responsive
Reliable
Quality
Risk Mitigation
ChangeControl
ChangePrediction
Agility
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Service Value Management Ingredients
SVM Enabler - Operate
SVM CharacteristicsAvailable, Reliable, Responsive
SM Ingredients
Incident•Events•Logging•Resolving
Problem•Trending•Root Cause•Knowledge
Capacity•Forecast•Patterns•Investment
Demand•Behavior•Patterns•Adjustment
SVM
Element
Quality
SVM Enabler - Optimize
SVM CharacteristicsEfficiency, Effectiveness, Cost Avoidance
SM Ingredients
Measurement•Metrics•Baseline
Reporting•Dashboard•Scorecard effect
Analysis•Trending•Monitoring
SVM
Element
Value
SVM Enabler - Transform
SVM CharacteristicsControl, Predict, Mitigate
SM IngredientsChange•Impact•Scheduling•Release
Configuration•Data•Relationships•Cause and effect
Risk•Identification•Mitigation•Controls
SVM
Element
Agility
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Event
Incident
Problem
Change
Config
ServiceDesk
ServiceLevel
Capacity
Value Driven
Proactive
Reactive
Incident
Change
ConfigProblem
Measure
Iterative Improvement and Evolution
Strategy
Design
Improve Transition
Operation
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SVM Guiding Principles
All Services are not created equal.
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All Services are not Created Equal
Business A
Decreased operational risks from performance variation
Business process compliant with regulations
Competitive advantage with point of sale to delivery accuracy
Increase in customer satisfaction
Business B
Decrease in fixed costs of business process
Decrease in unit costs of shipping administration
Lower start up time for new or expanded areas of operation
Improved market position
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SVM Characteristics
Scott SorensenGlobal Head of Solutions Consulting
Axios Systems
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Axios founded
assyst Classic launched
assyst Enterprise launched
European expansion begins
Entry into the US market
Axios ranked #1 vendor in HDI 'Customer Experience' report
Expansion into Canada
Axios retains #1 vendor ranking in HDI 'Customer Experience' report
assyst launched on Java architecture
Further expansion in the US, Europe and entry into Asia Pacific
Axios awarded Software Company of the Year
First in the world to achieve BS 15000 certification
Entry into Middle East and Africa
The number of
assyst end-users tops 10 million
Axios awarded Software Company of Year (again)
Axios rated #1 vendor for 3rd time in succession in HDI 'Customer Experience' report.
1988 200519901995 1997 2000 2001 2003 2004 2006 2007 2008 2009
SVM Messaging UpdateExpansion
into Russia, Eastern and Southern Europe and South America
Axios wins International ExcellenceAward
Expansion into Middle East
Business driven Technology Technology powered Business
ITIL V1ITIL V1 ITIL V3ITIL V3ITIL V2ITIL V2
WindowsWindows WebWeb Web 2.0Web 2.0Green-ScreenGreen-Screen
Axios Systems
assyst 8 Launches
NA Expansion
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Service Value Management . . .Delivering value driven business services through operational efficiency, service optimization and “market time” agility.
Essential Service Value Management Drivers
Business Business drivendriven Technology Technology Technology Technology poweredpowered Business Business
Is your technology organization powered to respond with agility to:
Market Dynamics Driving Business Priorities Market Conditions Driving Business Reactions Market Technology Driving Business Innovation Service Lifecycles Driving Business Processes
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assyst – IT Service Management Solution
TransforTransfor
mm
OperateOperate
OptimizeOptimize
Business driven Technology Technology powered Business
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Delivering Service Value
SVM Enabler - Operate
SVM CharacteristicsAvailable, Reliable, Responsive
SM Ingredients
Incident•Events•Logging•Resolving
Problem•Trending•Root Cause•Knowledge
Capacity•Forecast•Patterns•Investment
Demand•Behavior•Patterns•Adjustment
Contact Information
Speed to Root Cause
Speed to Log
Current Events
SVM
Element
Quality
Quality &Quality &AvailabilityAvailability
Incident/Problem Management – Service Desk
50% Reduction in Incident Restoration Time 50% Reduction in Business Impacting Incidents Customer Retention, Quality Services Reliability and Responsiveness
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Delivering Service Value
SVM Enabler - Transform
SVM CharacteristicsControl, Predict, Mitigate
SM IngredientsChange•Impact•Scheduling•Release
Configuration•Data•Relationships•Cause and effect
Risk•Identification•Mitigation•Controls
Impacted Users Change Scheduling
Speed to Submit/LogStandard Processes
SVM
Element
Agility
Control &Control &AgilityAgility
Change & Configuration Management 50% Reduction in “Emergency” Changes 50% Reduction in Failed Changes Controlled Risk and Automated Governance/Auditability
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Delivering Service Value
SVM Enabler - Optimize
SVM CharacteristicsEfficiency, Effectiveness, Cost Avoidance
SM Ingredients
Measurement•Metrics•Baseline
Reporting•Dashboard•Scorecard effect
Analysis•Trending•Monitoring
Incident Trending
Resources Rescheduling
Asset Usage
Event Management
SVM
Element
Value
Proactive Service Management
Efficiency & Efficiency & EffectivenessEffectiveness
Service Management 75% Reduction in “Reporting” Effort 30%+ Improvement in Resource Efficiency Delivery of Service Management with Value Continuous Process Improvements
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One Vision . . . . .LongevityMore than two decades of a “laser focus” on the delivery of value through IT Service Management solutions!
One Solution . . . . .PredictabilityAlways an Upgrade – Never a Re-ImplementationAgile adoption of technology and functionality!
One Goal . . . . . .PartnershipWith our customers through our people – skills and knowledgeVoice of the customer always counts!
AGILITYAGILITY
FOCUSFOCUS
ACHIEVEACHIEVE
Time to Value & Cost of Ownership – We Live Service Value Management!Customers 8+ Years, Some 16 Yrs – 90%> Current Release or -1 Release
Axios Delivers Service Value Management Today!
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Just to Name a Few Global Customers
Business driven Technology –Technology powered Business
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Further Service Value Management Resources
Service Value Management White Paper:The business imperative of delivering service value to your
organization
Questions?
