SESSION 108 Wednesday, November 2, 10:15 AM - 11:15 AM Track: The Specialist

Transcription

1 SESSION 108 Wednesday, November 2, 10:15 AM - 11:15 AM Track: The Specialist IT4IT: ITSM for Grown-Ups Kathryn Howard ITSM Consultant,Visual Explanations kathryn@kathrynhoward.com Session Description Traditional IT departments, with silos organized around deep disciplines, policies, and processes, won;t work for tomorrow s world. Most IT departments include specialist groups that speak their own dialect with struggle to agree on shared goals and values. Because of this, it s hard to deliver optimal business outcomes. This session will help you break down the barriers and harness the power of IT4IT, a high-level standard for managing the whole of IT with an enterprise service-centric architecture. By applying the guiding principles and IT4IT s operating model from the top down, ITSM will step up to be tomorrow;s stewards of information technology. (Experience Level: Advanced) Speaker Background Kathryn Howard has thirty years of experience in IT service delivery/management, implementing policy/process and service improvement change programs in many prominent Australian financial institutions and telecommunications providers. She has presented at many itsmf conferences around the world, as well as PINK, SITS, and ISACA. Kathryn serves on the itsmf Australia board, and she is committed to enhancing the customer experience evolution through adoption of standards and frameworks.

2 Session 108: IT4IT-ITSM for GrownUps Kathryn Howard Attribution: Wikimedia Commons Los Angeles County Museum of Art Kathryn Howard

3 Photo attribution: Wikimedia Commons (Public Domain) Photo Attribution: Public.Resource.Org (Smithsonian Institute)

4 Photo Attribution: Flick Kathryn_p_Howard creative commons Photo Attribution: Flick C naa Photographies creative commons Insanity is doing the same thing and expecting a different result Albert Einstein

5 Julie Newmar Batman TV Series [Public Domain] wikimedia Photo attribution: Wikimedia Commons (Public Domain) Dr. W. Edwards Deming It is not necessary to change. Survival is not mandatory An IT Service Is made up of people, processes and technology supporting one or more customer s business processes 8

6 Julie Newmar Batman TV Series [Public Domain] wikimedia OK, I m listening. Service Management can do this? 9 Photo Attribution: Pixabay.com 1988 GITMM Govt IT Infrastructure Mgmt Method 1989 ITIL & formalised HelpDesk 1991 ITIMF IT Infrastructure Management forum 1997 itsmf IT Service Management Forum 2000 BS:15000 standard 2001 ITILV2 Service Delivery & Support 2005 ISO/IEC standard 2007 ITIL V3 - formalised service management lifecycle 2009 Service Integration 2011 ITIL SIAM IT4IT Consortium established 2012 IT Value Chain published 2013 IT Reference Architecture published 2015 IT4IT v2 published

7 Run IT as a Business Deliver IT value IT4IT.. "It will provide a vendor-neutral, technology agnostic and industry agnostic reference architecture for managing the business of IT. It will give prescriptive guidance on how to design, procure and implement the functionality needed to run IT. The end-to-end, how to emphasis of the IT Value Chain and IT4IT Reference Architecture also enables the state of services that IT delivers to be systematically tracked across the service lifecycle."

8 IT4IT Standard Allows focus on IT s business role: delivering services to make the organization more competitive and an innovation enabler Foundation to base an IT operating model Blueprint to accelerate transition to IT becoming a service broker addressing strategic multimodal challenges Value chain & architecture to represent an IT service lifecycle Missing link between industry best practice technology frameworks & tools managing the IT ecosystem Who benefits? Business (including IT users) smooth IT operation IT Function good tools, data & processes to support them IT Management efficient/effective development & management of IT management systems/tools IT Service Providers blueprint for optimisation/streamlining delivery through the IT service lifecycle & ecosystem IT Tool Vendors visibility of alignment, simplified integration and lower cost delivery

9 Strategy to Portfolio Requirement to Deploy Request to Fulfil Detect to Correct Conceptual Service Model Logical Service Model Realised Service Model

10 S2P: Strategy to Portfolio S2P: Strategy to Portfolio Manage IT Portfolio & Investment for Business Innovation Portfolio balanced & brokered strategically Unified view - Service Portfolio, Project Portfolio & enterprise architectures (data, information, technology, service) Improved decision making & data quality Business communication improved Roadmap & KPIs

11 S2P: Strategy to Portfolio Activities Strategy Objectives Biz & IT roadmaps Policies & Standards Service Portfolio Architectures Portfolio rationalisation Service blueprints Demand Consolidate Prioritise Anticipate Selection Governance What-if analysis Value: benefit vs risk S2P: Strategy to Portfolio KPI s New investment vs maintenance CapEx vs OpEx Planned vs Actual Tracking Demand Customer satisfaction Compliance Value Holistic demand view Business Priorities Consistency of Data Visibility & Traceability Communication

12 R2D: Requirement to Deploy R2D: Requirement to Deploy Prioritise to Build Best Services & Deploy Framework to create, modify or source Multimodal support Transparency: quality & cost Continual integration with controls

13 R2D: Requirement to Deploy Activities Plan & Design Project plan Service model Functional/Technical requirements Develop Multimodal: waterfall, agile.. Test Deploy Release Mgmt. Knowledge Mgmt. Security & Access Mgmt. R2D: Requirement to Deploy Value Reuse Speed to market Supplier traceability/accountability Financial transparency Compliance Predicable quality, cost, risk KPIs Automated delivery Project timeliness Successful Releases Emergency Changes Defects

14 R2F: Request to Fulfill R2F: Request to Fulfill Manage Service Catalogue & Multisourced Provisioning Transition to service broker model Multisourced catalogue Efficient total cost Measure multi providers

15 R2F: Request to Fulfill Activities Design & Publish SLA Catalogue & Pricing Subscribe Self-service Portal Customer experience Fulfill Automated deployment Change, Asset & Configuration Management integration Measure Usage Chargeback Customer Satisfaction R2F: Request to Fulfill Value Self-serve consumption Automation of subscription Combined multi provider catalogue Service Brokership License optimisation KPIs Self-Serve Requests Incidents Successful Deployment Automated delivery

16 D2C: Detect to Correct D2C: Detect to Correct IT Operations integration for issue identification/resolution Enhanced & efficient service operations Shared configuration model with e2e visibility Preempt incidents Improved availability

17 D2C: Detect to Correct Activities Detect Alerting & event management Diagnose Root cause Business impact Escalation Change Risk analysis Approvals Resolve Implementation Verification D2C: Detect to Correct Value Common language with consistent data and knowledge Traceability Business risk defined Reduced MTTR Reduced duplication KPIs Improved RCA & CA Automated incident resolution Reduced incident escalation Reduced change related incidents

18 ITSM Governance Model Architecture Strategic Tactical Operational Audit Controls Strategy to Portfolio ISO20000 Align Plan Organise Strategy Design Transition Relationship Validation Requirement to Deploy Delivery Evaluate Direct Monitor Build Acquire Implement Request to Fulfil Detect to Correct Supporting Activities Release Control Deliver Service Support Operation Resolution Monitor Evaluate Assess Continual Service Improvement Value Chain Control and governance Efficiencies of process IT4IT COBIT ITIL Strategy to Portfolio Requirement to Deploy Request to Fulfil Detect to Correct Business Relationship Strategic Management Demand Management Transition Planning & Support Design Co-ordination Service Validation & Testing Request Fulfillment Access Management Capacity Management Service Catalogue Management Event Management Incident Management Problem Management Service Portfolio Management Release & Deployment Management Change Management & Change Evaluation Service Strategy Service Transition Service Design Service Operation

19 Strategy to Portfolio Requirement to Deploy Request to Fulfill Detect to Correct Strategy to Portfolio Requirement to Deploy Request to Fulfil Detect to Correct Manage IT framework Manage Strategy Manage Enterprise Architecture Manage Innovation Manage Portfolio Manage Relationships Manage Programmes & Projects Manage Requirements Definition Manage Solutions Identification & Build Manage Organisational Change Enablement Manage Change Acceptance & Transitioning Manage Changes Manage Knowledge Manage Security Manage Availability & Capacity Manage Service Agreements Manage Service Requests and Incidents Manage Operations Manage Problems Manage Continuity Align, Plan & Organise Build, Acquire & Implement Deliver, Service & Support Q Managing Queues Reference Architecture Q Q Q Q Q Q Q Q Q Q

20 Can IT4IT TRANSLATE HIEROGLYPHICS? Photo Attribution: Hans Hillewaert Creative Commons Supporting Process & Capability Governance, Risk & Compliance Security Management IT Service Continuity Mgmt Sourcing & Vendor Supplier Management Service Level Management Intelligence & Reporting Knowledge Management 7 Step Improvement Finance & Assets Financial Management Service Asset & Config Mgmt Resource & Project Capacity Management Availability Management Service Strategy Service Transition Service Design Continual Service Improvement

21 Supporting Process & Capability Governance, Risk & Compliance Ensure Governance Framework Setting & Maintenance Ensure Benefits Delivery Ensure Risk Optimisation Ensure Resource Optimisation Ensure Stakeholder Transparency Manage Risk Manage Security Manage Continuity Manage Security Services Manage Business Process Controls Systems of Internal Control Compliance with External Requirements Align, Plan & Organise Build, Acquire & Implement Deliver, Service & Support Evaluate, Direct & Monitor Sourcing & Vendor Service Level Management Manage Suppliers Intelligence & Reporting Performance & Conformance Manage Quality Finance & Assets Manage Budget & Cost Manage Assets Manage Configuration Resource & Project Manage Human Resources Manage Programs & Projects Manage Availability & Capacity Service delivery approach Clear identification of bottlenecks, gaps & duplication Based on systems thinking value chains Common language and data model Strategic transformation enabler

22 Be curious Learn more at Assess readiness: current capabilities, gaps & duplication Develop a business case for IT4IT (potential alignment - SMO, PMO or other governance group) Photo Attribution: (Flickr) kf_photographie Curiosity killed the cat But satisfaction brought it back

23 Photo Attribution: (Flickr) kf_photographie Thank you for attending this session. Please don t forget to complete an evaluation for this session! Session 108: IT4IT-ITSM for GrownUps Evaluation forms can be completed electronically on the FUSION 16 Conference App.