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Maturity in ITSM
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Axios Systems Webinar
Blog.axiossystems.com
@Axios_Systems
Axios on LinkedIn
Eveline Oehrlich GUEST SPEAKER VP & Research Director Forrester Research, Inc.
Brian Hendry Service Development Manager Axios Systems
“Why ITSM Maturity Should Drive Solution Replacement”
#ITSMmaturity
1
Making Leaders Successful
Every Day
2
Why ITSM Maturity Should Drive
Solution Replacement!
Eveline Oehrlich, VP & Research Director
June 5 2013
@eoehrlich
Must
3
© 2013 Forrester Research, Inc. Reproduction Prohibited 4
Agenda
› Setting The Stage
› Maturity means what?
› 1,2,3 …Maturity!
› ITSM Road Map
© 2013 Forrester Research, Inc. Reproduction Prohibited 5
Source: June 2011 “Competitive Strategy In The Age Of The Customer”
Welcome To The Age Of The Customer !
Business leaders want to reduce complexity
and increase
agility
6
Most CIOs pursue
alignment
versus
partnership
7
Technology evolutions are moving faster, clashing, overlapping and completing
each other to create new challenges and opportunities.
Mobile
Cloud
BYOD
Social
Big Data
Smart
Consumerization
Industrialization
Real-time Agile
www.f1online.de 8
Complexity & Manual Ability
2012 2011 2010 2009 2008 2007
Virtualization
Cloud
Consumerization
Social Media
Accelerant
Manual
Ability
9
August 2012 “Five Steps To Transform Your IT Service Management Strategy Today”
MOOSE = IT spending to Maintain and Operate the
Organization, Systems, and Equipment
Innovation And Maintenance
10
© 2013 Forrester Research, Inc. Reproduction Prohibited 11
The Value Of ITSM
› Improved Quality Of Service
• Improve moment of truth
• “As-a-Service” will become the norm
› Improved Reputation With The Business
• From utility to business partner
• Tech A Tech-Savvy Workforce Will Be Self-Empowered With
Consumer Technologies
› Improved Productivity
• Reduce operational costs
• Customer Obsession And New Markets Will Create A More
Complex Business Environment
© 2013 Forrester Research, Inc. Reproduction Prohibited 12
Agenda
› Setting The Stage
› Maturity means what?
› 1,2,3 …Maturity!
› ITSM Road Map
Maturity has four key pieces
Technology
Process
People
©2013 Forrester Research – unauthorized use and distribution prohibited
Governance
13
People
People are integral to service value delivery
People need to live and breath a service culture
Organizations needs to reward & recognize service behavior
Organizations needs to train & educate
Select, train and motivate
14
© 2013 Forrester Research, Inc. Reproduction Prohibited 15
Process Maturity
Forrester Maturity Assessment Level Definitions Are Based On COBIT 4.1
June 2012 “Assess Your Service Management And Automation Maturity”
Use technology as an
innovation
partner
to gain maturity 16
© 2013 Forrester Research, Inc. Reproduction Prohibited 17
Oversight
Service Engineering Office
© 2013 Forrester Research, Inc. Reproduction Prohibited 18
Forrester’s Assessment Model
June 2012 “Assess Your Service Management And Automation Maturity”
© 2013 Forrester Research, Inc. Reproduction Prohibited 19
Agenda
› Setting The Stage
› Maturity means what?
› 1,2,3 …Maturity!
› ITSM Road Map
© 2013 Forrester Research, Inc. Reproduction Prohibited 20
Step 1: ITSM Maturity Assessment
1. Objective
2. Consistent
3. Prescriptive
4. Holistic …..
5. Achievable
© 2012 Forrester Research, Inc. Reproduction Prohibited
Maturity from itSMF USA – October 2012
N=199
How would you assess your organization’s maturity in: 3.3
3.0
2.5
2.4
2.3
2.2
2.2
2.2
2.2
2.1
2.1
2.0
2.0
2.0
1.9
1.9
1.6
1.4
1.4
Source: itSMF USA Survey October 2012
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POLL Q1. On a scale of 1 to 5, how would you rate your ITSM maturity?
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1 - 13%
2 - 48%
3 - 33%
4 - 5%
5 - 3%
© 2013 Forrester Research, Inc. Reproduction Prohibited 23
ITSM Processes: TechRadar 2012
Step 2:
Focus on the
destination . . .
© 2012 Forrester Research, Inc. Reproduction Prohibited
24
Step 3:
Measure
the outcomes
relative to your
business
partners!
© 2012 Forrester Research, Inc. Reproduction Prohibited
25
Use Balanced Scorecard
Approach
26
© 2013 Forrester Research, Inc. Reproduction Prohibited 27
Agenda
› Setting The Stage
› Maturity means what?
› 1,2,3 …Maturity!
› ITSM Road Map
ITSM Roadmap: Your goals depend on your destination!
Implement a “shift left strategy”
Automate the “right” things – reduce the MOOSE
Improve you service experience – moments of truth
Move to next generation service support - service center
28
Mean time to resolution
Co
st
Technologist/Developers
Categorize Call Types in Level they are Resolved in
Escalated call
Call Elimination
Automated self-service
First contact resolution
Level-3 Self-service Level-2 Level-1
Bring visibility to repetitive, costly issues, questions and requests
$100 +
$50-$75
$18-$23
$5-$10
The Shift-left Strategy
Focus on the ones continually being escalated to more costlier support levels.
Source: Peter McGarahan, McGarahan & Assoc. 29
ITSM Roadmap: Your goals depend on your destination!
Implement a “shift left strategy”
Automate the “right” things – reduce the MOOSE
Improve you service experience – moments of truth
Move to next generation service support - service center
30
What is Automation?
› Task Execution
• Individual tasks
• Repetitive tasks are candidates
› Process Flow
• Connects tasks and decisions
• Workload automation
› Decision Trigger
• Analytics (not just monitoring)
• When and why to take action
Tools that perform functions otherwise done by humans
31
ITSM Roadmap: Your goals depend on your destination!
Implement a “shift left strategy”
Automate the “right” things – reduce the MOOSE
Improve you service experience – moments of truth
Move to next generation service support - service center
32
Manage moments of truth
33
ITSM Roadmap: Your goals depend on your destination!
Implement a “shift left strategy”
Automate the “right” things – reduce the MOOSE
Improve you service experience – moments of truth
Move to next generation service support - service center
34
POLL Q2. Do you have an IT Maturity Roadmap?
35
Yes - 44%
No - 56%
IT service
development
Source: December 8, 2009, “It's Time For IT Management Software 2.0” Forrester report
Implement The Service Center
Service Center
Service Center
IT process management
Business services
IT service
development IT service transition IT service delivery
Service center
Balancing act
Marketing Sales Finance Manufacturing
Requests Incidents Questions
36
Evaluate Your Technology
Functional attributes impact value
Making functionalities decisions
Focus on what enables your roadmap
Think about the business model
Get a “team view”
37
ITSM Tool Decision Matrix
Decision Category Sub-category ITSM
SaaS
ITSM
On-Premise
Financial analysis
Third party process consulting
Licenses cost
Subscription cost
Implementation cost
Integration cost
Training cost
X
X
X
X
X
X
X
X
X
X
X
Capital efficiency
Increased output per capita
Direct cost avoidance
X X
X
Protection of assets
Cost avoidance X
Business impact Uptime guarantee
Penalties for missed SLA’s
X
X
Compliance Mandate X X
User productivity Immediate
Reduction of staff
X
X
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ITSM Tool Decision Matrix (cont.)
Decision Category Sub-category ITSM
SaaS
ITSM
On-Premise
Risk Implementation
Impact
Strategic
Measurement
X
X
X
X
X
X
X
X
Skill and process
analysis
Process maturity
Size of team
Skills of team
Demographics of team
X
X
X
X
X
X
X
X
Technical
requirements
Depth and breath
Integration needs
X
X
X
X
Contract terms and
SLA’s
Uptime and performance
Disaster recovery/business continuity
Support assistance
X
X
X
X
X
X
Vendor value Size and profitability of vendor
Mix of SaaS and other business
Partnerships and ecosystem
Vendor reputation
X
X
X
X
X
X
X
X
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Conclusions!
40
ITSM Maturity
Brian Hendry
Business Managing Consultant
How ITSM technology drives IT maturity
Agility Service Quality Automate – Reduce Cost
• Become more
responsive to the needs
of the business
• Streamline IT support
and transform from
reactive to proactive IT
• Take new lines of
business to market
quicker through faster
delivery of supporting IT
services
• External IT support is
more responsive &
consistent, increasing
customer satisfaction &
retention
• Internal IT support is
more effective, keeping
business users
productive & increasing
capacity to generate
revenue
• Streamline IT support
through automation of
processes
• Optimize resource
usage through better
visibility and planning
• Measure, monitor and
reduce cost of service
provision
43
Axios Implementation Methodology
44
POLL Q3. Which is your biggest barrier to achieving higher ITSM maturity?
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Resistance to change - 39%
Ineffective processes - 7%
Lack of appropriate tools - 18%
Lack of budget - 36%
Drivers for change
Knowledge Base Collaboration
Surveys Analytics
Self Service Process Automation
Reporting Integration
46
Self-Service & Service Catalog – Empowering Business Users
47
Knowledge Management – Reducing Call Volumes
48
Collaboration – Enable Sharing, Reduce Calls
49
Process Automation – Streamline Efficiency
50
Integration – Easy Access to Relevant Information
LDAP Identity Management /Knowledge
Data Base
Ele
ctr
onic
Inventory/Distribution/Remote
Reportin
g
Service Desks
Systems Management
51
Surveys – Find Out What Your Customers Want
52
Analytics and Reporting – Find Out What’s Working
53
POLL Q4. Which ITSM technology would give you the biggest maturity boost?
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ITSM Process Automation - 41%
Business user portal with Self-service and Service Catalog - 44%
Knowledge Management and Collaboration Tools - 15%
Common IT Maturity Blockers – Anticipate to Ensure Success
55
Current Solution
Daunted by Complexity
No C-Level Support No Clear Vision Resistance to Change
Inefficient Processes Daunting Complexity
Thanks!
Any questions?
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@Axios_Systems
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#ITSMmaturity
YOU WILL RECEIVE A LINK TO THE SLIDE-DECK AND RECORDING VIA EMAIL WITHIN 24 HOURS
Eveline Oehrlich GUEST SPEAKER VP & Research Director Forrester Research, Inc.
Brian Hendry Service Development Manager Axios Systems
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