3 Service Management Process Maturity 5OptimizedProcesses 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 qualityStrategyDesignChangeIncidentProblemRequestEvent2011 Target4Managed and MeasurableProcesses compliance monitored and measured.Processes under constant improvement.Automation and tools used in a limited or fragmented way.3DefinedProcedures are standardised and documented.Procedures communicated through training and followed at an individual’s discretion.KPIs and metrics defined to capture process performance.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 performanceChangeIncidentProblemRequestEventAs Is2Repeatable1Initial/ AdhocProcesses are defined at team levelNo clear process ownership; roles & responsibilities are not identifiedSuccess depends on heroic efforts of individualsNon-ExistentComplete lack of any recognisable processes.No recognition of issues to be addressed.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 2012.3
5 Continual Service Improvement ITIL V3 MethodologyService StrategyDefinition of Business RequirementsDetermination of Market Space, IT Policies and StrategiesSpecification of Service PortfolioDemand ManagementFinancial ManagementService OperationFunctionsService DeskOperations ManagementOperations ControlFacilities ManagementTechnical ManagementApplications Management LifecycleProcessesEvent managementIncident ManagementRequest fulfilmentProblem ManagementAccess managementService DesignService Level ManagementService CatalogueSupplier ManagementAvailability ManagementContinuity ManagementCapacity ManagementInformation Security managementContinual Service ImprovementSeven Step improvement ProcessDeming Cycle & CSI ModelService TransitionChange ManagementService Asset & Configuration ManagementKnowledge ManagementRelease and Deployment Management
6 Executive Summary - Approach and Methodology PlanDetermineDeliverProcessPeopleTools12345678910111213161819202122232426283031333435373840414243444647484950515253545556575859SurveysInterviewsImprovement RoadmapEngagement Plan with validated scope, approach and deliverablesConducted interview sessions on all six processes with IT staff at POSTReviewed existing process documents and workflows in the tool at POSTValidated the interview sessions /AS-IS with SPOCValidated OFI’s Prioritization criteria with POSTAnalyzed the AS – IS processes at POST with ITIL frameworkTranslated findings into Opportunities For Improvement (OFI’s) and created process improvement roadmap
7 Sorry Guys, only joking….. ……………….after all it is only 7:30 But seriously…..Sorry Guys, only joking….. ……………….after all it is only 7:30
8 So what’s this game all about? Service deliveryArchitectureStrategyIncidentsLicensingStaffSecurityDisaster recoveryHelp DeskDevelopmentChangeGovernanceInfrastructureNetworksSuppliersProjectsBudgets
9 Service delivery Why’s it so hard? Interfaces Standards Availability Response TimesAvailabilityPrioritiesLicensingHelp DeskFuturesSpeed to MarketTrainingpeopleLegaciesSupportCostsValueConstraints
10 You Service delivery What makes it all work? People Buy in Focus ProcessToolsSkillsTrainingDisciplinePurposeDedicationStructureKnowledgeRelationshipsCommitmentEngagement
11 So why do we do it? Service Delivery – Its your ticket to play! 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!