Executive Overview of End-user Request Management

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Executive Overview ofEnd-user Request

Management

Session BS119SNBusiness Service Optimization


Abstract

Attend this session to learn how businesses can benefit from better management of IT service demands. This discussion will review improvements on the various methods of demand management typically found in organizations today.

Learn how to directly support business processes and organizational imperatives to reduce costs, optimize processes and meet governance and compliance pressures.


Agenda

Why services, why requests

Requests – historical perspective

Key business challenges

What is a request?

Service request lifecycle

Defining a quality of service

Governing from the bottom

Technology solutions


Why Services – Why Requests?

What can IT do to enable my enterprise to accomplish its goals?

What business initiatives are planned over what time period?

What operating capabilities does the enterprise need to successfully carry out these initiatives?

What is the conceptual design of IT systems infrastructure that will enable the enterprise to possess the operating capabilities it needs?

How can the existing IT infrastructure be leveraged to meet business needs?


Requests – Historical Perspective

Make request

Generally ad-hoc to various groups

Various type (incidents, changes, projects)

Issue: Limited knowledge of other activities

Set expectations

Based on organizational influence

Estimate effort, priority, timing, costs

Issue: Lack of business relevance


Requests – Historical Perspective (Cont.)

Assign work

Based on resource availability

Assuming coordination of efforts

Issue: Limited view of priority

Communication of status

Based on assigned person

Assuming requestor is critical stakeholder

Issue: Limited view of impacted parties


Key Business Challenges

Disparate entry points

Lack of knowing “What’s going on”

Execution focus on personalities

Limited knowledge of impact

Challenges with streamlining

Conflicting accountabilities and responsibilities

Organize consistent policies

Communicate successes

Creating a “Services” mentality


What is a Request?

Common interface

Between IT and end-users

Between IT and management

Between IT and service providers

Organize communication

Descriptive – business terms

Financial – alignment of rates / costs

Measurable – business value

Actionable – events, rules and actions


What is a Request? (Cont.)

Place to manage entitlements

Place to assign accountabilities and responsibilities

Place to enforce business policies

Place to separate demands from fulfillment

Place to collect critical data about costs, quality, and value


Services Request Lifecycle

Three areas of focus

Design, deploy, deliver

Identifying, building, and delivering relevant services to the business

Market and monitor

Marketing the services that add value to the business and monitoring how effective they are from the value side

Finance and franchise

Optimizing the delivery of services and spreading best practices throughout the organization


Service Request Lifecycle:Design, Deploy, Deliver

Design

How will the requirements of the process be properly documented?

What controls need to be in place to coordinate the efforts of the service provider community?

How do we ensure the services are repeatable?

How will the value of a service be visible and valued to various stakeholders?



Deploy

What organizational policies may impact the deployment of the service?

How do we leverage cost economies through “self-service”?

How will the fulfillment of the request will be coordinated across service providers and systems?

How will activities will be assigned?



Deliver

How will the priority of a request be determined?

Who will need to be involved to ensure the appropriate approach is taken?

How will the completion of the request be identified?

How will escalations be handled?


Service Request Lifecycle:Market and Monitor

Market

How will service opportunities be identified?

Where will service offerings be presented to the consumer?

How will the fulfillment of the service be exposed to various stakeholders?

What terms and conditions should be put in place?


Service Request Lifecycle:Market and Monitor

Monitor

How do we monitor the quality of service?

How is this quality of service presented to the consumer and service provider?

What happens when a contract threshold is violated?

When do we retire a service?


Service Request Lifecycle:Finance and Franchise

Finance

How will services be invested in from a value perspective by the business?

What role does the cost of a service play in influencing a customer’s request?

How will the costs of a service be accounted for and recovered?

What terms and conditions will the service provider be compensated for?


Service Request Lifecycle:Finance and Franchise

Franchise

How will services be created, tested, and rolled out on a production scale?

How will best practices be leveraged in the delivery of services?

How will knowledge of the entire service request and fulfillment cycle be leveraged to improve service delivery?


Defining a Quality of Service

Deployment of service (sunk costs)

Scope of service, fulfillment

Service level tiers

Service provider contracts

Instantiation of a service (variable costs)

Specific service requested

Service level entitlement

Coordination with ongoing efforts


Technology Features – Catalog

User request catalog

Full request lifecycle

End-user web store

Out-of-the-box content

Workflow based on web services

Integrations with Service Desk and UAPM


Technology Features – Catalog

Integration with service accounting

Cost allocation of services

Direct and indirect costs

Activity-based costing

All-in-one “Invoice”

Integration with SLA Manager

Services tied to service levels

Credit for service level violations


Summary – The Service Definition

Eliminates redundancies through consistent service definitions

Provides transparency of the services users pay for and how they are delivered

Aligns service usage with costs/budgets

Manages demands/supply expectations

Provides ability to offer clear options and associated costs

Enables alignment of business requirements and IT deliverables

Permits the quantitative measure of service delivery


Governing from the Bottom

Constantly improve/align services

Accountability and responsibility

Quality of service providers

Ensure right policies are in place

Improvements in coordination

Organization communication is working

Proper metrics are in place


Rules of Thumb

Enabling a single point of contact

Designing a 360° service view

Continuously marketing services

Rationalizing fulfillment

Reporting successes and failures

Managing with confidence

Alignment of corporate policies


Legal

This presentation was based on current information and resource allocations as of April 21, 2007 and is subject to change or withdrawal by CA at any time without notice. Notwithstanding anything in this presentation to the contrary, this presentation shall not serve to (i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for any CA software product. The development, release and timing of any features or functionality described in this presentation remain at CA’s sole discretion. Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product release referenced in this presentation, CA will make such release available (i) for sale to new licensees of such product; and (ii) to existing licensees of such product on a when and if-available basis as part of CA maintenance and support, and in the form of a regularly scheduled major product release. Such releases may be made available to current licensees of such product who are current subscribers to CA maintenance and support on a when and if-available basis. In the event of a conflict between the terms of this paragraph and any other information contained in this presentation, the terms of this paragraph shall govern.


Legal

Certain information in this presentation may outline CA’s general product direction. All information in this presentation is for your informational purposes only and may not be incorporated into any contract. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document “as is” without warranty of any kind, including without limitation, any implied warranties or merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised of the possibility of such damages.

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Executive Overview of End-user Request Management