Focus on ITIL The importance linking business management with a CMS and process management

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1 Focus on ITIL The importance linking business management with a CMS and process management Accenture, its logo, and High Performance Delivered are trademarks of Accenture.

2 The Challenge What do you deliver? How do you deliver it? Who do you deliver it to? 2

3 Expectations have never been higher Optimise IT Costs How do you get the most out of every person, asset, or project, and make better resource allocation and sourcing decisions? Demonstrate Transparency How do you track cost and activities in your organisation and share that with stakeholders? Increase Business Value How do you ensure IT investments and operational decisions are aligned with business priorities? Manage Risk How do you define and control risk in a dynamic, rapidly changing organization and IT environment? Assure Quality of Service How do you meet performance goals across physical, virtual, and cloud-based resources?

4 Demand for your time, resource and capability Transforming IT Towards Greater Value Creation Sustained, Higher Value 3. Business Service Management IT Intelligence & Analytics IT Governance Management Console Consolidation Business Capability Management Business Focused IT Your Priorities... Organisation Process Requirements Business Priority Business Value Creation 2. IT Optimization IT Transformation Service Desk Consolidation Data Center Consolidation Predictive Operations 1. ITSM 7.0 Implementation Planning Technical Implementation Business Process Redesign Maintenance Support Reliable IT Operations Service Oriented IT Sporadic, Lower Value Today s State Reactive Process Maturity Predictive 4

5 Where do you need to position yourself? Manage Services Throughout their Lifecycle Provide a single shared view of services supporting Service Design, Transition and Operations stages of the lifecycle Single Source of Truth across Hybrid Environments Manage services consistently across heterogeneous data center and cloud environments Enforce Data Quality and Business Processes Automatically enforce data management policies and businesses processes in line with organizational requirements Support Growth as Business Needs Mature Native integrations with BSM applications to support growth and reduce cost of ownership

6 What approach reaches your target? Aligning IT with Business Services Service Onboarding The catalyst of this approach is typically from a business point-of-view, where services are defined and mapped to underlying infrastructure elements. The driving factor of this approach is to understand impacts holistically when service degradation occurs and making information transparent across all components with a view to understanding impacts of problems and changes. Rationalise Asset Asset Discovery and Mapping Focuses on collecting inventory information pertaining to the core infrastructure supporting operations. Subsequent waves focus on tying the inventory elements to the overlying asset management concepts before ultimately mapping the dependencies between components to create a service map resulting in a service catalogue. Improving contract performance Contract Management This approach focuses on governance around maintenance agreements tied to inventory elements within the client estate for cost reduction and avoidance. Information contained in this approach will lead to increased knowledge around on-going maintenance costs and areas of potential consolidation. As contracts are analysed and infrastructure assigned to contracts a service and supplier dependency mapping can be utilised in creating a service catalogue and service map Enforcing process adherence Process Improvement This approach revolves around collecting data through a rigorous implementation and adherence to process where data will only be added to the configuration management system through approved changes. This method is typically utilised in a highly innovative businesses where infrastructure is replaced on a short lifecycle.

7 Aligning IT with Business Services Aligning IT with Business Services Service Onboarding The catalyst of this approach is typically from a business point-of-view, where services are defined and mapped to underlying infrastructure elements. The driving factor of this approach is to understand impacts holistically when service degradation occurs and making information transparent across all components with a view to understanding impacts of problems and changes. Business Service Business Process Applications System Infrastructure 7

8 Improve Contract Performance Improving contract performance Contract Management This approach focuses on governance around maintenance agreements tied to inventory elements within the client estate for cost reduction and avoidance. Information contained in this approach will lead to increased knowledge around on-going maintenance costs and areas of potential consolidation. As contracts are analysed and infrastructure assigned to contracts a service and supplier dependency mapping can be utilised in creating a service catalogue and service map 8

9 Asset Rationalisation Rationalise Asset Asset Discovery and Mapping Focuses on collecting inventory information pertaining to the core infrastructure supporting operations. Subsequent waves focus on tying the inventory elements to the overlying asset management concepts before ultimately mapping the dependencies between components to create a service map resulting in a service catalogue. 9

10 Performance through Process Enforcing process adherence Process Improvement This approach revolves around collecting data through a rigorous implementation and adherence to process where data will only be added to the configuration management system through approved changes. This method is typically utilised in a highly innovative businesses where infrastructure is replaced on a short lifecycle. When you have a clock in your house, you know the time once you get two clocks you are no longer certain. 10

11 Benefits for you through process driven configuration management Reduced Manual Effort and Cost Eliminate mundane tasks and wasted effort Dynamic Virtualisation Support Unify virtual and physical management Reliable Predictive Capabilities Long lead times with reliable information to solve the right problems faster Business Impact Management Focus on what is critical to the business Capacity Management Workflow Continually match IT supply with demand Automation & Integration Platform that enables process automation to reduce operational costs 11

12 How do you ensure consistent focus on Business IT? IT for the Business IT for IT End-to-end process integration between business functions, geographies, subsidiaries and stakeholders is commonplace for contemporary IT but many CIOs have yet to apply ERP-style thinking to their own IT tool and IT process problems. 12

13 4 Pitfalls to Know and Avoid Lack of Governing Processes Vendor Marketing Confusion Lack of Standards Lack of Use Case Design Standards 13

14 Value to the business from process driven CMS Optimizing the performance of service assets and configurations improves the overall service performance and optimizes the costs and risks caused by poorly managed assets, e.g. service outages, fines, correct licence fees and failed audits. IT staff to understand the configuration and relationships of services and the configuration items that provide them Better forecasting and planning of changes Successful assessment, planning and delivery of changes and releases Resolution of incidents and problems within the service level targets Delivery of service levels and warranties Better adherence to standards, legal and regulatory obligations (fewer non-conformances) More business opportunities as the service provider is able to demonstrate control of assets and services Traceability of changes from requirements The ability to identify the costs of a service Reduced cost and time to discover configuration information when it is needed Proper stewardship of fixed assets that are under the control of the service provider. 14

15 Critical success factors and key performance indicators SACM is the central support process facilitating the exchange of information with other processes, and as such it has few customer-facing measures. However, as an underlying engine to other processes in the lifecycle, SACM must be measured for its contribution to these parts of the lifecycle and the overall KPIs that directly affect the customer. CSF Accounting for, managing and protecting the integrity of CIs throughout the service lifecycle KPI Improved accuracy in budgets and charges for the assets utilized by each customer or business unit KPI Increase in re-use and redistribution of under-utilized resources and assets CSF Supporting efficient and effective service management processes by providing accurate configuration information at the right time KPI Percentage improvement in maintenance scheduling over the life of an asset (not too much, not too late) KPI Improved speed for incident management to identify faulty CIs and restore service KPI Reduction in the average time and cost of diagnosing and resolving incidents and problems (by type) KPI Improved ratio of used licences against paid-for licences KPI Improvement in time to identify poor-performing and poor-quality assets KPI Reduction in risks due to early identification of unauthorized change KPI Reduced percentage of changes not completed successfully or causing errors CSF Establishing and maintaining an accurate and complete configuration management system (CMS) KPI Reduction in business impact of outages and incidents caused by poor service asset and configuration management KPI Increased quality and accuracy of configuration information KPI Fewer errors caused by people working with out-of-date information. 15

16 Where do you go from here? Organise Improve IT staff skills and enable optimal alignment with business needs Increase ability to benefit from technology innovations Identify areas for targeted cost reduction Internalise Industry-specific and standardscompliant architecture tools and methodologies It is all about the app business first Ensure consistency through process Effectivise Increase ROI by improving IT investment alignment Increase speed of IT decision making 16

17 Simen Lund Workplace Enablement Services Lead Norway Accenture

18 18

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