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1 Service Delivery – your ticket to play 8 th June 2011 Phil Williams.

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Presentation on theme: "1 Service Delivery – your ticket to play 8 th June 2011 Phil Williams."— Presentation transcript:

1 1 Service Delivery – your ticket to play 8 th June 2011 Phil Williams

2 2 IT Operating Model

3 Service Management Process Maturity 3 Similar procedures followed by different people undertaking the same task. No formal training or communication of standard procedures, KPIs are not defined to measure process performance Processes are defined at team level No clear process ownership; roles & responsibilities are not identified Success depends on heroic efforts of individuals Procedures are standardised and documented. Procedures communicated through training and followed at an individual’s discretion. KPIs and metrics defined to capture process performance. Processes compliance monitored and measured. Processes under constant improvement. Automation and tools used in a limited or fragmented way. Processes refined to a level of best practice, based on the results of continuous improvement and maturity modelling with other enterprises. IT used in an integrated way to automate the workflow, providing tools to improve quality Complete lack of any recognisable processes. No recognition of issues to be addressed. Non-Existent Initial/ Adhoc Repeatable Defined Managed and Measurable Optimized Current level of capability anecdotally assessed as a “< 2”, acknowledging that ITIL v2 processes exist in name across the enterprise however compliance / execution is not strong and success is supported by heroics. Capability Uplift program is aimed at delivering level “3” capability consistently across Technology Services by  Change  Incident  Problem  Request  Event As Is Strategy Design Change Incident Problem Request Event 2011 Target

4 4 Functions & Processes Service Strategy Business Service Market Space, IT Policies & Strategies Service Portfolio Demand Management Financial Management Service Design Service Level Management Availability Management ITSCM Capacity Management Information Security Management Service Transition Change Management Service Asset & Configuration Management Knowledge Management Release & Deployment Management Operations Service desk Operations Management Operations Control Facilities Management Technical Management Applications Management Lifecycle Event Management Incident Management Request Fulfilment Problem Management Access Management Continuous Improvement Seven Step Improvement Process Deeming Cycle & CSI Model

5 ITIL V3 Methodology 5 Service Strategy Definition of Business Requirements Determination of Market Space, IT Policies and Strategies Specification of Service Portfolio Demand Management Financial Management Service Design Service Level Management Service Catalogue Supplier Management Availability Management Continuity Management Capacity Management Information Security management Service Operation Functions Service Desk Operations Management Operations Control Facilities Management Technical Management Applications Management Lifecycle Processes Event management Incident Management Request fulfilment Problem Management Access management Service Transition Change Management Service Asset & Configuration Management Knowledge Management Release and Deployment Management Continual Service Improvement Seven Step improvement Process Deming Cycle & CSI Model

6 6 Executive Summary - Approach and Methodology Surveys Interviews Plan Determine Deliver Conducted interview sessions on all six processes with IT staff at POST Reviewed existing process documents and workflows in the tool at POST Validated the interview sessions /AS-IS with SPOC Validated OFI’s Prioritization criteria with POST Improvement Roadmap Engagement Plan with validated scope, approach and deliverables Analyzed the AS – IS processes at POST with ITIL framework Translated findings into Opportunities For Improvement (OFI’s) and created process improvement roadmap

7 But seriously….. Sorry Guys, only joking….. ……………….after all it is only 7:30 7

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11 Coz that’s what we do…. We Deliver Service to organisations that are keen to leverage all that IT has to offer to Improve their performance, make more money or reduce risk. Get it right and you’re a hero, stuff it up and you’re a zero, One day you’re a Rooster, the next a Feather duster. Service Delivery – Its your ticket to play! Enjoy……………and good luck! 11


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