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run IT like a business…”
“By following my process and method you can lower IT costs and…
Copyright 2009
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You know you are running IT like a business when…
You PROACTIVELY do the following:
•You define what services your customers value
•You understand the supply chain that enable the fulfillment
•You are able to track and influence demand
•You are able to identify all cost
•You are able to benchmark cost and performance
•Your IT business model enables Business Intelligence capabilities
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Service – A means of delivering value to Customers by facilitating outcomes customers want achieve without the ownership of specific costs and risks
Examples – Email, Cell Phones
IT Service – An IT service is made up from a combination of people, processes and technology and should be defined in a Service Level agreement
Examples: Network Services, Business Hosting Services and Security Services
Service Request – A request from a user for information, advice, access or for a standard change
Examples: Architecture Consultation, Technology Strategy Consulting, Internet Access and Add storage
Important Context – Common Definitions Required
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Agents
Allstate.comCall Centers
Claims
IT Services = Customer Loyalty
Customer
Desktop Services Hosting Services
Business Applications, Systems and Innovation
Storage ServicesNetwork ServicesSecurity Services
PeopleProcess
Technology
PeopleProcess
Technology PeopleProcess
Technology
PeopleProcess
Technology PeopleProcess
Technology
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Service Strategy
Establish overall service scope, resourcesand business outcomes
IT Service Strategy Model
ServiceDesign
ServiceTest
Service Operations
Continual Service Improvement
RetiredServices
ServiceCatalog
Service Transition
ServiceBuild
BusinessObjectives
Service Concepts
BusinessPartners
What’s Needed?
How will we build It?Resources
What skills do we need?
How will it operate?How will we measure?
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Service Design
Determine Overall Service Model Components
Business Requirements
Service Request Supply Chain
Services Requests
IT Service Planning Model
1. Define Business Requirements
2. Determine IT Service
3. Design Service Request Supply Chain
4. Design Service Requests• Tasks• Organizational Units
Service Model Components
IT Service IT Service
Tasks
Organizational Units
IT Service
PeopleProcess
Technology
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IT Service
IT Service
Service Request
Service Request
Service Request
Service Request
People, Process and Technology
Fulfillment Area Fulfillment Area Fulfillment Area Fulfillment Area
Horizontal Alignment Across Functional Areas
People
Process
Technology
People
Process
Technology
People
Process
Technology
People
Process
Technology
Value
Manage Across Not Up!
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Service Catalog Management and Request Fulfillment
Foundational Processes
ServiceCatalog
RequestFulfillment
HOW
WHAT
Service Catalog:•What Services •What Attributes•What Relationships•What Cost•What Performance
Request Fulfillment:•How Created•How Deployed•How Fulfilled•How Managed•How Measured
Request Fulfillment is a process for managing
how services are fulfilled.
Service Catalog is a database or structured
document with informationabout IT Services
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Technology Integration
Request Fulfillment = Supply Chain
Service Request IT Service IT Service
HOWWHAT
Service Request
Service Request
Service Request
HOWWHAT HOWWHAT HOWWHAT
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Service Transition
Making Services Actionable!
Information about eachService Request
SERVICE CATALOG
Name of Service Service Hours
Objective Levels of Support
Ownership Contingency
Functionality Security
Reporting Performance
Web Service Catalog Service
Request
WHAT HOW
Service Request
WHAT HOW
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Service Transition
Awareness and Understanding is Critical!
Supply ChainCommunication Plan
Roles•Service Owners•Service ManagersOperations•Functions•Capabilities•Authorizations•Notifications•Attributes•Relationships•Reports
Service RequestTransition Plan
Release•Orderable Services•Production readiness Knowledge Transfer•Requestors•Fulfillers•Training
MarketingCommunication Plan
Self-ServiceKnowledge TransferBest PracticesAdoptionUser Experience
CA B
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Service Operations
Service Owner is accountable for the delivery of a service
IT Service IT Service
ServiceOwner
Service Request
Service Request
Service Request
Service Request
Service Manager is responsible for one or more service requests
Eliminate Silos!
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No Hassle Service Level Agreements
OLA
Fulfillment Area
Fulfillment Area
Fulfillment Area
Fulfillment Area IT Service IT Service
Outputs/Inputs
Activities
MetricsInputs
Outputs/Inputs
Activities
Metrics
Outputs/Inputs
Activities
MetricsOutputs
Activities
Metrics
Effectiveness /Success Measure
OLA OLA OLA
SLA
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IT Service IT Service
PerformanceReports
Performance PerformancePerformance Performance
FulIllment Area FulIllment Area FulIllment Area FulIllment Area
Demand Demand Demand DemandVolume Volume Volume VolumeEffort Effort Effort Effort
Duration Duration Duration Duration
Service Request
Service Request
Service Request
Service Request
Service Business Intelligence enablesContinual Service Improvement
Continual Service Improvement
Supply Chain = Performance
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ServiceCost
COSTCOST COST COST
FulIllment Area FulIllment Area FulIllment Area FulIllment Area
People People People PeopleSoftware Software Software SoftwareHardware Hardware Hardware Hardware
IT Service IT Service Service Request
Service Request
Service Request
Service Request
Service Business Intelligence enablesContinual Service Improvement
Continual Service Improvement
Supply Chain = Cost
$
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You are running IT like a business
Conclusion: If You PROACTIVELY do the following
IT Service IT Service Fulfillment Area
Fulfillment Area
Fulfillment Area
Fulfillment Area
Performance PerformanceCOSTCOST
Identify and use cost and performance metrics to manage
Define the services that your customers value
Create Supply Chains
Security Services
PeopleProcess
Technology
Desktop Services
PeopleProcess
Technology
Network Services
PeopleProcess
Technology
Hosting Services
PeopleProcess
Technology
Storage Services
PeopleProcess
Technology
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