BUSINESS PROCESS MANAGEMENT and IT. Helping Align IT with Business

Transcription

1 BUSINESS PROCESS MANAGEMENT and IT Helping Align IT with Business

2 Our Business Helping IT organizations streamline Infrastructure Operations Process Development or Re-Engineering Implementation of an ITSM Tool (Last Phase) Helping Align IT with Business

3 Our Experience Government Department of Defense National Security Agency

4 Our Philosophy Infrastructure Management is much more than simply managing technology Manage the technology so the customer is efficiently served Align IT Services with Customer Requirements Understand the customer perspective Help Align IT with Business

5 Silos Best Practice Model Silo 1 Silo 2 Silo 3 Silo 4 Silo 5 Silo 6 Business Service Management (BSM) Unified Messaging Process N e t w o r k S e r v e r A p p l i c a t i o n H e l p D e s k L i a i s o n O u t s o u r c e

6 Your Problem IT Infrastructure Operational processes that were once efficient morph into processes that are: Convoluted Full of Duplication Inefficient Full of Bottlenecks

7 Your Reasons Fast Growth Numerous Procedures Added to the Process Frequent Management Changes Mergers and Acquisitions Partially Completed Initiatives Changes in Business Strategies Organizational Changes Geographic Expansion Customer Expectations Change Outsourcing

8 IT Service Management Model IT Service Management Model Business Service Management (BSM) Silo 1 Silo 2 Silo 3 Silo 4 Silo 5 Silo 6 Process Unified Messaging ITIL Service Delivery ITIL Service Support Infrastructure Metrics

9 Our Solution ITIL Framework of Best Practices Custom Built Operational Processes Assess Organizational Process Maturity Assist our clients in building a solid foundation Help Align IT with Business

10 Security Management Manage confidentiality, integrity, availability ITIL Conceptual Model Reporting Service Level Management Manage the Services (Defining agreements between the IT organization and the business, and managing the relationship with the business) Customer Relations & Service Planning IT Service Delivery (Long-term planning & improvement of IT service provision) Availability Mgmt Optimize Today (Optimize the current IT infrastructure and cater to Availability requirements) Capacity Mgmt Manage Tomorrow (Project future expectations and tune into new developments) Continuity Mgmt Manage the unthinkable (Disaster recovery plan, survival, reduce user impact or major unexpected failure, risk, vulnerability) Financial Mgmt Manage costs (Define the budget and create transparency of the cost of services) IT Service Support (Day-to-day operation and support of IT services) Problem Mgmt Manage Errors (Remove repetitive problems from the infrastructure) Change Mgmt Manage Changes (Ensures changes are fast, easy, consistent and authorized) Incident Management Manage Incidents (Get users back online, up and running and satisfied) Release Management Manage Software Distribution (Software control, updates and batch processes) Integrated Service Desk Configuration Management Manage Configuration Items

11 The Benefits One Example 80% of down time is cause by something that changed in the infrastructure and 80% of the time spent resolving the downtime is spent trying to determined what changed meaning that 35% of an IT department s time is spent on unplanned activities (fire fighting) If all changes are recorded, the time spent finding changes can be reduced by 95% thereby reducing the 35% in unplanned activities tremendously.

12 Where NOT to Start ITSM Software Tool Most Commonly Used Approach Causes 70-80% Failure Rate Worldwide

13 Where to Start In ONE Word PROCESESS

14 The Other Problem People People Do NOT like Change 33% Will Resist Change Overtly 33% Will Resist Change Covertly

15 The Principle Solution We Start with an Assessment to Answer Questions: Has a business case been developed? What is the goal stated in the business case? What are the current operational metrics? What is the current operational structure? What silos exist and how are they organized? What tool sets are currently in use? What is the organization s cultural propensity for change? What is management s commitment? Are the current processes mapped? What is the delta between current processes and ITIL processes? Skill levels Is there a group that manages and operates all the current process for IT? Training requirements Feasibility Assessment to measure cultural, financial, and management issues???

16 The Principle Solution We then take this information and develop an implementation roadmap to include: A high level project plan A Strategic Planning and roadmap for phase implementation Business case design A communications plan A management sponsorship requirement plan Implementation phase definitions

17 The Principle Solution We also perform the following: Recommended internal and external team structures Develop Management presentations Business Process Management (ITIL Process workflow, Operations Process, Audit controls and Governance COBIT, Business Process Reengineering)

18 Principle Services & Solutions End-to-End Services Principle Technologies masterfully plans for the engagement and supports the efforts before, during, and after implementation to strategically overcome hurdles and execute impeccably. Principle Technologies services and solutions can also be utilized at any stage of the project--including when another team's efforts may be failing or the project has stalled.

19 Principle Services & Solutions HP Service Desk Services HP Service Desk installation and configuration services to fit your needs Short and/or long term HP Service Desk administration Outsourced remote administration for less than the cost of a full time employee Remote administration of other HP OpenView products

20 Principle Products & Services ITSM/ITIL Assessments State and Maturity of ITIL Processes Process Architecture & Design Feasibility Study Business Requirements ITSM Software Toolsets

21 Principle Products & Services Principle Roadmap to Success: The output of the Assessment Stage--the strategic plan for implementation, including: Your organization's current baseline Cultural, political, or other inherent internal obstacles or pitfalls Resource and process gap analysis Tool and technology gap analysis Definition of roles, responsibilities, and accountability Process architecture and design Tool architecture Strategic roadmap for rolling out the implementation

22 Principle Products & Services ITIL/ITSM Implementation Services Implementation Advisory Services Principle Technologies consultants are available on an advisory basis. Process Reference Tool Principle Technologies has developed a proprietary tool for customized ITIL process and workflow design, complete with identified roles and responsibilities

23 Principle Products & Services ITIL Training and Certification End User Training Consultant Training Executive Training

24 Principle Products & Services Talk to us about these training and certification opportunities: Customized ITSM/ITIL Training ITSM Visioning Workshops Workshop Facilitation ITIL for Executives Seminars Helping Align IT with Business