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COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Creating Value for Your User CommunityLauren Fulton, Senior IT Finance Advisor
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Agenda
USER ENGAGEMENT
ASSUMPTIONS
CHANGE MANAGEMENT
USER COMMUNITIESService Owners, Application Owners,
& Consumers
PHASED APPROACH
TAKE-AWAYS
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
User Engagement
- User engagement can be challenging after an ITFM implementation
- Give users a reason to engage – be involved in their initiatives and provide
relevant data
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Assumptions
- Executive support for ITFM program
- Rate-based model
- Rates are set annually
- Effective rates are monitored monthly or quarterly
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Change Management: Initial Rollout
Gain buy-in
from influential
stakeholders
Build base of
advocates
Drive broad
awareness of
ITFM program
Track
enhancement
and reporting
requests
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Change Management: Initial Rollout
• Meet with key stakeholders before rolling out program
• Brown bag lunches & introductory meetings
• Tailor messaging to each stakeholder group
• Allow users to ask questions and provide feedback
Tactics
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Change Management: Ongoing
Maintain focus on
educating stakeholders
Gain buy-in for
allocation methodologies
Improve Data Quality
Understanding critical IT
initiatives and decision-
making processes
CAUTION
Goals Ahead
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Change Management: Ongoing
• Meet separately with key executives and their staff
• Hold quarterly town halls
• Expose roadmap and organizational impact
• Offer ad-hoc analysis leveraging ITFM data
Tactics
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Service Owners
Service Owners are accountable for the total cost and unit cost of IT services
• Methodology used for calculating the IT service cost • Methodology and metrics for distributing IT service costs to
consumers and applicationsBUY-IN
• Insight into the true drivers of cost• Unit cost information with analysis regarding fixed versus variable expense impacts• Metrics and data to support IT initiatives such as Tech Refresh, Virtualization, Cloud
VALUE
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Application Owners
Application Owners are accountable for the total cost of an application, including
hardware, software, and labor
• Allocation metrics used to charge costs to their application• Allocation metric that will be used to charge costs to Consumers
BUY-IN
• Insight into the true drivers of cost• Notification about renewal dates with lead time to change direction• Metrics and data to support application initiatives, such as re-platforming, application
rationalization, and sourcing decisions
VALUE
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Consumers
Consumers are accountable for their usage of IT services and applications
• Data sources and metrics used to build up the costs of IT services• Data sources and metrics used to charge costs to their departments
BUY-IN
• IT costs supporting various business services• Cost of applications and the value the business is receiving• Business decisions and options that can drive utilization of IT services
VALUE
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Incorporate ITFM into core business
processes, such as funding decisions or
project approvals
Phased Approach
Don’t automate all data sources and
reporting immediately – questions will
inevitably arise that may cause changes
to metrics and/or methodologies
Build a base set of reports and
incorporate feedback from data owners
and consumers on what additional
reporting would be useful
Share initial numbers to engage IT
partners and encourage data quality and
completeness
Phasing your implementation can reduce
re-work down the road and allow you to
incorporate feedback from the user
community
COPYRIGHT © 2017 | NICUS SOFTWARE, INC ALL RIGHTS RESERVED
Take-aways
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