A Fool With A Tool V2

A Fool with a Tool is Still a Fool !

Lindsay ParkerOpenView Business UnitHewlett Packard

page 204/08/23 HP presentation template user tutorial

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!


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.


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


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


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 …...


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.


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).


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.


The triad for success

People Process Technology


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.


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)”


What is the IT infrastructure?

• Hardware• Software• Processes • Documentation• People


Service Management

• Service Support• Service Delivery


Service Support

• Help Desk• Problem Management• Change Management• Release Management• Configuration Management


Service Delivery

• Service Level Management• Capacity Management• Availability Management• IT Service Continuity Management• Financial Management for IT Services


Process Integration

AvailabilityMgt.

S/W Control& Distribution

ConfigurationMgt.

Customers Suppliers

CustomersHardwareSoftwareProcessesDocumentationNetwork

ChangeMgt.

HelpDesk

ProblemMgt.

Cost Mgt.

ContingencyMgt.

CapacityMgt.

ServiceLevel Mgt.


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


How to implement the triad.

• Plan• Do • Check• Analyze


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


Do.

• Identify & document business processes & how they will interface with the IT processes

• Choose supporting tools• Training• Publicize implementation• Switchover to new system


Check.

• Review• Fine-tune• Complete


Analyze.

• Review• Ensure people, processes & tools are meeting the

needs of the business customers


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


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

page 26HP presentation template user tutorial 04/08/23

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


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• $$$$$$$


Thank you for your time.

•Questions?

?

Documents

A Fool With A Tool V2