Enabling Innova,on through Service Management. Presented By: Joe Bauer John Mack

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1 Enabling Innova,on through Service Management Presented By: Joe Bauer John Mack

2 Key Topics Service Management Enables Innova,on Examples Opera,onal Stabiliza,on Our experiences Culture ShiE Service Management Maturity

3 Survey How many of you want to be more suppor,ve of innova,on?

4 Survey How many of you are having challenges finding,me to support innova,on?

5 The Marketplace Struggle Students Donors Faculty Government Funding Alumni Research Grants

6 Competitive Advantage Students Donors Faculty Government Funding Alumni Research Grants

7 Strategy + Innovation Competitive Advantage Students Donors Faculty Government Funding Alumni Research Grants

8 One dimension of a creative climate for innovation is that of idea time (Ekvall, 1996, p. 108). Strategy + Innovation Competitive Advantage Students Donors Faculty Government Funding Alumni Research Grants

9 Stable Operational Environment Strategy + Innovation Competitive Advantage Students Donors Faculty Government Funding Alumni Research Grants

10 IT Service Management Stable Operational Environment Strategy + Innovation Competitive Advantage Students Donors Faculty Government Funding Alumni Research Grants

11 Industry Examples BirlasoE (Computer services company) strengthened their Service Management investment and realized 22% reduc,on in service,ckets, 80% decrease in calls, 10% decrease in resolu,on,mes (Lewis & Schwartz, 2009)

12 Purdue University Trained nearly half of its 450 IT staff members on ITIL Service Desk 2 nd level support calls reduced by 50% (Tynan, 2007)

13 Capital One Launched ITIL program 30% reduc,on in system crashes and soeware distribu,on errors 92% reduc,on in cri,cal incidents within 2 years (Anthes, 2004)

14 Visa Incident Management implemented Incident resolu,on,me reduced by 75% (Lewis & Schwartz, 2009)

15 Service Management IT Service Management (ITSM) ITSM aligns IT with business objectives by focusing on services (Mauricio & Lutz M, 2011) ITSM Frameworks include ITIL (IT Infrastructure Library) Most popular at 24% in US (Mauricio & Lutz M, 2011) Control Objectives for Information and related Technology (CobiT); 14% adoption (Mauricio & Lutz M, 2011) Capability Maturity Model Integration (CMMI) (CMMI Product Team, 2010)

16 ITSM Processes Include Service Por_olio Management Incident Management Change Management Problem Management Configura,on Management Etc.

17 Process Maturity Framework Vision & Steering Process People Technology Culture M5 M4 Processes aren t adopted in a binary fashion. M3 M2 M1

18 Process Maturity Framework Vision & Steering Process People Technology Culture M5 Business Proactive Roles in Culture Automated Organization M4 M3 M2 M1 Technology Reactive Few Roles Manual Individual

19 Service Management Lifecycle (Cartlidge, et al., 2007)

20 Service Management at Michigan

21 Service Management Maturity

22 Service Management Maturity

23 Leadership Vision... [T]he reason it takes us too long is because we don t have good processes in place (Paderson, 2010). When you have good processes in place you don t need to get 25 people in a room and invent an answer... because you know how to handle it (Paderson, 2010). When we have good repeatable processes much of the buearacracy is going to go away because things will run and we will be free to do innova,ve things, not try to solve how to go about things (Paderson, 2010). [T]hat s what we aspire to, solid processes with innova,on on the top (Paderson, 2010).

24 Shared Services Strategy

25 Leadership Re- Investment 3 FTE to 10 FTE in one year New technology investment Major projects for increased adop,on

26 Plan Build Run Manage Manage Build Plan Run (Cartlidge, et al., 2007)

27 This Year

28

29 Early Indica,ons of Opera,onal Stability Improvements Outages that impact multiple services

30 Days Between Outages MPathways (PeopleSoft) environments

31 Big Picture Trends

32 Mapping Infrastructure to Services (The near future)

33 Where we are headed

34 IT Service Management Stable Operational Environment Strategy + Innovation Competitive Advantage Students Donors Faculty Government Funding Alumni Research Grants

35 Contact Info Joe Bauer John Mack

36 Bibliography Anthes, G. (2004, March 8). Quality Model Mania. Retrieved from Computerworld: hdp:// /Model_Mania?pageNumber=5 Cartlidge, A., Hanna, A., Rudd, C., Macfarlane, I., Windebank, J., & Rance, S. (2007). An Introductory Overview of ITIL V3. Retrieved from Best Management Prac,ce: hdp:// management- prac,ce.com/gempdf/ itsmf_an_introductory_overview_of_i,l_v3.pdf CMMI Product Team. (2010, November). CMMI for Services, Version 1.3. Retrieved from SoEware Engineering Ins,tute Carnegie Mellon: hdp:// Ekvall, G. (1996). Organiza,onal Climate for Crea,vity and Innova,on. European Journal of Work and OrganizaGonal Psychology, 5(1), Lewis, K., & Schwartz, L. (2009). A Case for ITIL Return on Investment (ROI). Retrieved from ITSM Acadamy: hdp:// Mauricio, M., & Lutz, K. M. (2011). Uncovering ITIL claims: IT execu,ves' percep,on on benefits and Business- IT alignment. InformaGon Systems and ebusiness Management, 9(3), *Paderson, L. (2010, December 17). ITS All- Staff MeeGng. Retrieved from ITS Backstage Internal Website: hdps:// backstage.its.umich.edu/transi,on/ra,onaliza,on/allstaff/ Tynan, D. (2007, March 5). IT As a Service: Taking Care of Business. Retrieved from InfoWorld: hdp:// business/it- service- taking- care- business- 545?page=0,1 *Restricted access

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