The Relationship Between ITG and ITSM Lifecycles

The Relationship Between the IT Governance and IT Service Management Lifecycles Pradeep Bhanot

EMEA Product Marketing CA Clarity PPMCA Inc.

[email protected]

Governance is Evolving… 2

THENOperations Focused

NEXTRisk Management

Focused

NOWRegulation Focused

Silo-ed, department-level management

Tactical functions

Few best practices shared

ITIL, SOX, HIPAA, etc.

Expansion to some business services

Some sharing of best practices

Risk-balanced portfolio

Business policy-driven

Enterprise-wide management

Widespread best practices

2 February 25, 2009 ITG and ITSM Lifecycles Copyright © 2009 CA

3

Service Management also Evolving…

THENOperations Focused

NEXTRisk and Value based

Management Focused

NOWRegulation Focused

Silo-ed, department-level management

Tactical functions

Little process automation

Few best practices shared

Service centric

ITIL v2 - Discrete processes automated

ITIL v3 – Holistic view of service

Some sharing of best practices

Service Portfolio Based

Risk-balanced


Enterprise-wide management

Widespread best practices


Butler Group InsightsKey Findings

> IT Governance represents the policies and procedures by which the organisation manages its use of IT and maximises its value.

> The purpose of an IT Governance framework is to guide investment decisions, provide project visibility, assess and mitigate risk, and measure the return against strategic objectives.

> Successful IT Governance defines a joint business and IT framework and accountability, for all IT related decisions.

> Project Portfolio Management (PPM) solutions can provide powerful support for an IT Governance initiative.

> A Project Management Office (PMO) acts as a key interface between business demand and IT supply.

> IT investment must be measured, not only at the inception of initiatives, but also throughout the system lifetime

Source: IT Governance - Managing Portfolios, Projects, Processes, and People April 2007


ITG and ITSM have Similar Drivers5

TRANSPARENCY BUSINESS ALIGNMENT

RIGOR BEST PRACTICES

FORMALITY POLICY & REGULATIONCOMPLIANCE


6

A Complete IT Governance Solution

Peoplewho make decisions

Processesfor making those decisions

Technologyprovides decision support

IT Governance

IT PortfolioGovernance

IT FinancialGovernance

Risk and ControlsGovernance

IT Governance Solution

DemandManagement

Service Portfolio Management

Budgeting & Planning

Invoices & Chargebacks Controls Risks

IT Portfolio Mgt IT Financial Mgt CA GRC

CA Clarity PPM

Project Portfolio Manager

Business Relationship Mgt


7

Built on a Service Model

IT Portfolio Manager

IT Financial Manager

Governance, Risk, Compliance

IT Governance

Service Delivery SLAs Service Support

Service Management

Projects AssetsApplications

IT Services

CMDB

IT and LOB Management End Users

Business Relationship Manager Service Catalog

People


8

Bring More IT Budget Under Governance

IT Services

StrategicProjects%

IT B

udget

StrategicProjects

Applications

Assets

IT Governance LevelsFocused but Limited Optimized for Alignment

StrategicProjects

Applications

Assets

100%

Expanded but Siloed

DELIVERMOREVALUE

Jump toService PortfolioManagement


Serv

ice

Mgm

t & G

over

nanc

eC

usto

mer

sThe Business View of IT

9

Service Desk

Change Request

Operational Demand

Integrated Change Management

Service Catalog

Service Request

Tactical Demand

Service RequestManagement

Business Case

InvestmentRequest

StrategicDemand

Service PortfolioManagement

End Users Business Unit Executives

Single Point of ContactRequests, self-help/serve, one-stop IT interaction

Business Relationship ManagementDemand Mgmt, Service Level Mgmt, Financial Mgmt, IT Value Mgmt

Infr

astr

uctu

re

CMDB

Security

Network

Storage

Systems Desktops

Servers

Financials

Performance

Availability Risks

Resources

SLA

Applications

Configs

Projects Software

Delivery Charges

Service

Demand: Customer has needs

IT Services:Catalog

Customers

IT Operations: Value is added by the organisation that can translate

raw materials into products

Serv

ice

Mgm

t & G

over

nanc

eC

usto

mer

sThe IT Service Management Lifecycle

10

Service Desk

Change Request

Operational Demand


Service Catalog

Service Request

Tactical Demand


Business Case

InvestmentRequest

StrategicDemand


End Users Business Unit Executives



Infr

astr

uctu

re

CMDB

Security

Network

Storage

Systems Desktops

Servers

Financials

Performance

Availability Risks

Resources

SLA

Applications

Configs

Projects Software

Delivery Charges

Service

Service Design and Support:Demand Management

Service Delivery:The Service Portfolio

Customers

Service Transition and Operation: IT Operations & Infrastructure

Serv

ice

Mgm

t & G

over

nanc

eC

usto

mer

sThe IT Reality

Help Desk

E-Mail

End UsersBusiness Unit Executives

Infr

astr

uctu

re

Delivery ChargesHallway Phone

.xls / .doc Sticky Notes

ChangeRequests

ChangeRequests

Powerpoints

Help Desk

Applications

Servers

Desktops

Servers$$$

Desktops$$$

Applications$$$

Security

Network

Storage

Desktops

Servers

FinancialsPerformance

Availability

Risks

Resources

SLA

Applications

Configs

Projects

Software

Systems

11

Serv

ice

Mgm

t & G

over

nanc

eC

usto

mer

sThe Desired State

Infr

astr

uctu

re

CMDB

Security

Network

Storage

Systems Desktops

Servers

Financials

Performance

Availability Risks

Resources

SLA

Applications

Configs

Projects Software

Delivery Charges

New and Improved BusinessServicesService Desk

Change Request


Service Catalog

Service Request


OperationalDemand

TacticalDemand

Business Case

InvestmentRequest

StrategicDemand


End Users Business Unit Executives / Line of Business



Demand Supply

Operations

12

Serv

ice

Mgm

t & G

over

nanc

eC

usto

mer

sStrategic Demand

Infr

astr

uctu

re

CMDB

Security

Network

Storage

Systems Desktops

Servers

Financials

Performance

Availability Risks

Resources

SLA

Applications

Configs

Projects Software

Delivery Charges

New and Improved BusinessServicesBusiness Case

InvestmentRequest

StrategicDemand





Supply

Manufacturing

13

Serv

ice

Mgm

t & G

over

nanc

eC

usto

mer

sOperational and Tactical Demand

Infr

astr

uctu

re

CMDB

Security

Network

Storage

Systems Desktops

Servers

Financials

Performance

Availability Risks

Resources

SLA

Applications

Configs

Projects Software

Delivery Charges


Change Request


Service Catalog

Service Request


OperationalDemand

TacticalDemand

Business Case

InvestmentRequest

StrategicDemand





Supply

Manufacturing

14

Serv

ice

Mgm

t & G

over

nanc

eC

usto

mer

sCreating a Unified Service Model

Infr

astr

uctu

re

CMDB

Security

Network

Storage

Systems Desktops

Servers

Financials

Performance

Availability Risks

Resources

SLA

Applications

Configs

Projects Software

Delivery Charges


Change Request


Service Catalog

Service Request


OperationalDemand

TacticalDemand

Business Case

InvestmentRequest

StrategicDemand





Supply

15

Serv

ice

Mgm

t & G

over

nanc

eC

usto

mer

sA new Level of IT Service

Infr

astr

uctu

re

CMDB

Security

Network

Storage

Systems Desktops

Servers

Financials

Performance

Availability Risks

Resources

SLA

Applications

Configs

Projects Software

Delivery Charges


Change Request


Service Catalog

Service Request


OperationalDemand

TacticalDemand

Business Case

InvestmentRequest

StrategicDemand





16

Serv

ice

Mgm

t & G

over

nanc

eC

usto

mer

sCreating IT Transparency

Infr

astr

uctu

re

CMDB

Security

Network

Storage

Systems Desktops

Servers

Financials

Performance

Availability Risks

Resources

SLA

Applications

Configs

Projects Software

Delivery Charges


Change Request


Service Catalog

Service Request


OperationalDemand

TacticalDemand

Business Case

InvestmentRequest

StrategicDemand





IT is no longer a “black box”

17

Serv

ice

Mgm

t & G

over

nanc

eC

usto

mer

sThe IT View

Infr

astr

uctu

re

CMDB

Security

Network

Storage

Systems Desktops

Servers

Financials

Performance

Availability Risks

Resources

SLA

Applications

Configs

Projects Software

Delivery Charges


Change Request


Service Catalog

Service Request


OperationalDemand

TacticalDemand

Business Case

InvestmentRequest

StrategicDemand





The Service Catalog and Service Desk

provide an understanding of

demand and requested change

The Configuration Items and their inter-relationships can be easily understood

18

Serv

ice

Mgm

t & G

over

nanc

eC

usto

mer

sCreating the View into IT Service Value

Infr

astr

uctu

re

CMDB

Security

Network

Storage

Systems Desktops

Servers

Financials

Performance

Availability Risks

Resources

SLA

Applications

Configs

Projects Software

Delivery Charges


Change Request


Service Catalog

Service Request


OperationalDemand

TacticalDemand

Business Case

InvestmentRequest

StrategicDemand





A Service Portfolio which provides the metrics and analysis to

articulate value

’

19

20

Business Service Desk

Change & Configuration ManagementUsing PPM to support Operational Change

Application Development

Change Advisory

BoardTesting and

Configuration

Management

IT Operations

CA Service Desk Manager

CA SCM

CA CMDB

DCA Manager

IT Client Management

CA Clarity PPM


What PPM Does for IT Governance 21


22

Defining an IT Service

Define a Service Hierarchy

Manage it in a Portfolio


23

Customer and Provider Portals

Customer Portal

Provider Portal


PPM Provides the Risk and Value View24


The Business Relationship Manager View 25


26

Invoice and Cost Recovery Statements

Customer Invoice

Cost Recovery Statement


Linking IT Asset information to TCO 27


The Big Picture28


Successful ITG and IT SM Means

> Increased accountability between IT and business

> Improved Financial Control and Transparency

> IT services aligned to business strategy

> Efficiency: more successful IT projects

> Improved Demand Management

> Improved service support

> Higher service availability

> Improved service quality


CA Customers

> Broadcaster, Media and Entertainment

Deliver more projects on time and on budget

1,300 projects

2,300 staff

> Large Bank

Over 23,000 Registered Clarity Users in 40 countries

100k projects and 3.5 million timesheets


Integrated Portfolio and Demand ManagementManpower Centralizes IT Governance

> ProblemIT spending not in control

IT projects not aligned with business needs

Inconsistently applied processes with no central governance

Costly duplicate systems across decentralized IT operations

> Solution A single IT Governance system across 26 countries

Integrated portfolio, project, resource and cost management

Global collaboration and document sharing

Multiple currencies and languages in one instance

Rapid deployment using preconfigured content

Fortune 200 HR Services Provider with 1200 IT employees in 72 countries


32

Getting to the Next Level

Service centric

ITIL v2 - Discrete processes automated

ITIL v3 – Holistic view of service

Enterprise IT Management

Service Portfolio Based

Risk-balanced


Widespread use of best practices


Thank You

Pradeep BhanotEMEA Product Marketing CA Clarity PPM CA Inc.

[email protected]
