IT SERVICE EXCELLENCE ENABLING YOU TO DELIVER BUSINESS VALUE BY IMPROVING IT PERFORMANCE AND INDUSTRIALISING A SERVICE-ORIENTED ORGANISATION

Transcription

1 IT SERVICE EXCELLENCE ENABLING YOU TO DELIVER BUSINESS VALUE BY IMPROVING IT PERFORMANCE AND INDUSTRIALISING A SERVICE-ORIENTED ORGANISATION

2 CHALLENGES OF THE IT FUNCTION Today s organisations are under pressure to increase service levels, grow revenue and boost sustainable differentiation building the next generation infrastructure all with the resources they have today. Innovation means business transformation. Innovation and business value always require change; envisioning a tomorrow in which you do things differently and better than today. Organisations need to be more agile and technology has become the catalyst in enabling more agile, more innovative, and more profitable business lines. As a CIO, your most important job is to enable this business transformation by delivering agile services (B2B, B2C and B2E), automating business processes and optimising IT run costs. Only with a new approach can organisations achieve the transformation of the IT function, shifting from IT value-capture to value-creation, becoming a true business partner combining business centricity and IT performance. Connecting priorities to customer value and results, and the organisational capabilities for executing and sustaining them, is what begins to convert wish-lists into actionable strategies led by IT Service Excellence. 2

3 Establishing IT as a true business partner The IT function is clearly shifting from a cost centre to a business partner role within organisations. The challenge is to find the right balance combining business centricity and IT performance. Traditionally, the IT function was siloed and was driven by the business causing a gap between the needs emerging from the business and the delivered performance. The IT transformation will accompany you in this shift, harmonising IT and business processes. How to be more service-oriented? Business centricity Transform IT as a service broker Do you have a view of the service level delivered to the business and of the costs associated with the delivery and support of these services? Improve your relationship with customers and providers Do you provide a service portal to your customers to request new services and a catalogue that describes your services? How to deliver quality at lower cost? IT performance Reduce your operation costs while maintaining or improving your service level Have you industrialised your service desk organisation and processes? Create shared infrastructure and application services Are you ready to offer shared services with a service catalogue and harmonised tools and procedures? Implement a private cloud Have you standardised your infrastructure and automated your provisioning processes? IT transformation 3

4 Today s challenges revolve around business centricity and performance, and organisation transformation to meet business expectations. 4

5 Towards Service Excellence for IT Service excellence is a strategic differentiator. Excellence in any area is always an uphill struggle. This is especially so in the area of providing services. The fine balance between IT and business centricity will lead to success. Business efficiency is directly linked to quality of IT services since more and more business processes are supported by IT services. Moreover, most of the companies today are delivering services to their partners, channels or customers using IT services. Each downtime of IT services or each performance slowdown could have a direct impact on the value chain of the company: that specifically means financial or image impact. As IT embraces cloud transformation, data & information management and mobility, IT needs new tools, new processes, and new organisation to implement and maintain this IT Service Excellence. How can you measure the benefits from IT Service Excellence? IT SERVICE EXCELLENCE IS A KEY LEVER TO BUILD A COST EFFICIENT AND SERVICE-ORIENTED IT Business centricity IT performance Service orientation Ensure the right level of availability and performance of the service Prioritise service investment according to business criticality Example of metrics Alignment of IT with the business through service standardisation Focus on high-value and service-oriented tasks Cost rationalisation Reduce operational costs Improve IT efficiency Improve utilisation level of resources Example of metrics Operation cost per service Utilisation level of resources Flexibility / Responsiveness React faster to business demands Service scalability aligned to business growth Reduce service transition time Quality optimisation Align service levels with business needs Reduce service downtime Improve customer satisfaction Example of metrics Meantime to handle a new service request Time to market of a new service Time to deploy required additional capacity Example of metrics SLA compliance MTBF (Meantime Between Failure) Customer satisfaction 5

6 IMPLEMENTING A SERVICE-ORIENTED IT IT Service Excellence is a major lever to reduce IT costs IT Service Excellence provides you with levers to optimise your IT costs at different levels through automation, capacity management, supplier performance management, improved root cause identification, optimised asset management, etc. The following figure uses a standard IT cost breakdown published by Forrester Consulting and actual saving percentage measured by Devoteam customers. IT cost breakdown 1 In % of total spend, excluding Telecom services. Cost decrease levers 2 Rationalisation levers Range of savings Third-party IT services 13 Improving IT processes and tools has been used by Devoteam s customers to renegotiate their outsourcing contract (sharing the benefits of continuous improvements). Having an industrialised control on the service provider s performance requires less workload to obtain a better performance. 15% - 20% Hardware infrastructure 21 The implementation of cloud management (including service provisioning and capacity management) allows you to have a better utilisation rate of your capacity. Managing your assets and maintenance contracts allows you to align your support contracts with your SLA. Up to 15% Software licences 19 Software asset management provides you with means to optimise your licence contract according to your usage. Tools rationalisation provides you savings in terms of licences, maintenance. 10% - 20% Contractors Internal staff Process harmonisation provides benefits in terms of workload. Industrialising service provisioning with tools automation allows you to reduce the cost required to realise a specific activity and globally to reduce the expertise level required for a task. 15% - 20% 1 Source: Forrester Research Inc. 2 Source: Devoteam 2012 benchmark 6

7 From technology management to service management Most of the IT Service Excellence solutions have been originally implemented to manage infrastructure technology: infrastructure monitoring, infrastructure provisioning, etc. Business units are now expecting IT to be fully aware of the business impact of technology: infrastructure outage should be assessed in terms of business process impact and all recovery actions should be prioritised according to the business urgency and the business impact. IT is now asked to demonstrate the business value of IT investments. This business dimension is implemented through the service approach: catalogue of services, service assurance, service automation, and service management. In order to be effective, this approach should encompass the process and the organisation dimension and not only the tools dimension. Delivering and supporting processes should integrate business impact and business priorities: for example, integration of the business impact of an event to define a priority to address it. IT organisations should evolve from technology silos to service-oriented structures with dedicated roles, such as service delivery managers and business relationship managers, focusing on increasing the business value of IT services. Developing a culture management approach also represents the opportunity to rationalise processes or tools, and as a consequence, reduce the global cost to deliver, operate and support services. 7

8 Managing new relationships with business partners and suppliers: The appropriate level of agility, security, compliance and cost management IT and business are more and more embedded. Organisations are shifting from a pure product delivery model to a service delivery model. IT is a key enabler to develop these services for customers. The relationship between IT and business is evolving from a pure cost centre position to one of business partner. OUR VISION ABOUT THE FUTURE OF ENTERPRISE IT IT accountable to protect critical information assets Business Partners Business units Customers IT as a Digital Enabler IT as a Service Broker IT as a Supplier Relationship Manager IT as a Service Provider IT Service Providers IaaS PaaS SaaS Other IT Service Providers (App. Managed Services, IT outsourcing ) Evolution of the IT governance and Business Relationship (BRM) process is key to achieve a successful transformation. Providing an effective way to manage business demands, delivering the expected cost and risk transparency, committing on service levels through SLA, prioritising the portfolio of IT projects according to business priorities are critical activities that should be part of your BRM implementation. Effective relationships between business units and IT are also pre-requisites to improve the time-to-market: the ability to deliver new business services to their customer quicker than the competitors. To handle most of the business demands with the appropriate level of agility, security, compliance and cost, the IT organisation should leverage more and more mature IT services and position itself as a Service Broker. Understanding the positioning of the different IT suppliers, managing the relationships with the suppliers in this context is now a critical activity to ensure the level of services provided to the end users. 8

9 Building IT as a service broker to rationalise your portfolio of IT tools IT tools have been progressively integrated into the IT operation. Selection of the tools has been mainly guided by technical criteria. The total cost of ownership (TCO) of the IT operation is quickly exploding - adding a new tool is a nightmare in terms of integration - identifying in which tool you can find specific master data is often not possible, evolution of the tools required to accommodate new IT roles often results in adding new tools. Business is requiring shorter delays to design and deploy new IT services and more agile approach. In most IT organisations, the IT operation is not able to deliver the required added value. IT should adopt an enterprise architecture approach to help rationalise its IT operation system, as an architected IT operation system aligned with the evolution of IT processes and roles and integrating a clear sourcing strategy therefore setting your IT as a Service Broker would enable you to harmonise the process and optimise costs. OUR PERSPECTIVE ON IT SERVICE EXCELLENCE IT needs to industrialise its processes and rationalise its tools portofolio Your situation today... Where you could be tomorrow... APPLICATION PERFORMANCE ASSET MANAGEMENT ORCHESTRATION DATA CENTER AUTOMATION SERVICE MANAGEMENT IMPACT MANAGEMENT INFRASTRUCTURE MANAGEMENT SELF SERVICE PORTAL PROVISIONNING Self-Service Portal User Experience Monitoring Identity & Service Provisionning Service Market Place SERVICE BROKER PLATFORM Common processes Identity & Service IT Service Providers Control of Total Cost of Ownership Facilitate the integration of new application or service to be managed 9

10 IT SERVICE TRANSFORMATION: HOW CAN DEVOTEAM HELP YOU? Enabling you to deliver business value by improving IT performance and industrialising a service-oriented organisation Capitalising on a critical international service transformation programme done for major customers in EMEA, Devoteam provides you with seven key building blocks to design and implement your transformation. 10

11 IT Service Transformation Take to the next level of efficiency by setting up a shared-services organisation based on a service broker platform. Service-oriented organisation Service catalogue and service cost modelling IT as a service broker for IT Harmonised IT processes Improved business and supplier relationship management Client-Centric Service Desk Rationalise the helpdesk activity and increase its performance, improving the end user access to services through self-service portal and the client satisfaction. Consolidated helpdesks, available 24/7 Harmonised processes and continuous improvement Self service Knowledge management Infrastructure Factories Streamline and automate operations of data centers through industrialised identity and service provisioning and guaranteed end user experience. Optimised infrastructure utilisation Automated operations and processes Proactive problem-solving Low incidents occurrence and downtime Accelerated time-to-market Application Factories Improve application development efficiency in a shared-service-center organisation. Harmonised and automated processes for managed application services High application availability Optimised application development cycle Business Relationship Deliver a differentiated service catalogue per business unit through a service market place and position the relationship at a strategic level to enable innovation. Unified service catalogue Aligned service levels and business requirements, project priorities with business priorities Improved IT governance Supplier Performance and Financial Facilitate your service broker positionning by improving your sourcing processes and a consistent supplier performance measurement system. Transparent costing and billing Optimised contract management End-to-end control of processes Properly monitored outsourcer SLAs Control the performance of your IT through synthetic KPIs and continuously optimised the cost of your services. IT performance dashboards aligned with business units perception of service level Value realisation from IT investment Cost modelling per service Chargeback according to usage 11

12 OPERATIONS IMPLEMENTATION Secure your IT Service Transformation using the IT Service Excellence toolbox IT SERVICE EXCELLENCE TOOLBOX PORTFOLIO Devoteam is uniquely positioned and offers you a comprehensive portfolio to: scope your service transformation programme to get more value for a defined investment design your IT as service broker solution that will rationalise your tools costs and improve your agility implement your IT as service broker in a phased approach to demonstrate incremental benefits facilitate the acceptance of the solution (tools and processes) through our strong management of change practice maintain and rationalise your IT as service broker to accommodate your business requirements evolution STRATEGY STEER & MANAGE Software support Managed services Achieving Service Excellence STRATEGY & DESIGN Service transformation scoping Process excellence IT performance & financial management BUILD & LEAD THE CHANGE Quick start service management SMART service management Service assurance Cloud management and Service automation Business relationship management Devoteam helps you from high level design to final fulfilment, until business expectation is achieved, thanks to our ability to staff multi-competency teams and to accelerate and secure projects with our certified methods (SPOT & SMART & RAPID). RAPID: Agile approach for a fast-result implementation SMART: Sequenced approach to secure transformational programme SPOT: Consultative approach to structure a progress plan 12

13 Converting your wish-list into actionable levers Service Transformation Scoping Scoping of IT Service Transformation programme, ROI study, IT as a service broker for IT Design. STRATEGY Process Excellence IT Performance & Financial Assessment, improvement plan design and implementation, process governance and continuous improvement implementation. Assessment and optimisation of IT Performance Assessment and improvement of cost model, budget process and chargeback approach. Quick Start ITSM Rapid implementation of out of the box ITSM solution and specifically SaaS solution using Agile methodology and starter kit. DESIGN & IMPLEMENTATION SMART Service Service Assurance Cloud & Service Automation Implementation of ITSM solution in the context of a service transformation program with process design. Implementation of service impact management solutions, application performance management and capacity management solutions and processes. Implementation of automation of service provisioning tasks and orchestration of these tasks or of a complete cloud management platform. Business Relationship Implementation of BRM function, process, service portal, PPM (Project Portfolio ) or SLM (Service level management) tools and associated processes. OPERATIONS Software Support Managed Services Supporting the software implemented at a customer site via our Global Service Desk. Providing Managed Service to maintain and improve an IT Service Excellence solution in a catalogue of service mode. 13

14 SUCCESS STORIES Devoteam IT Service Excellence brings you the unique mix of technical and business skills to secure your transformation Devoteam has carried out the most important IT Service Excellence projects in Europe with over 500 projects each year, and 700+ consultants in EMEA. International high-technology group specialised in aerospace, defence and security A global player in security solutions needed an ERP solution managing efficiently its IT to accelerate its transformation and to support growth. The selected solution integrated the IT transformation, the harmonisation of ITIL processes and the deployment of best-in-class and common tools. Benefits: 6M cost savings per year. Multinational pharmaceutical company Large network provider IT service transformation IT service transformation As part of an IT infrastructure transformation project, our experts harmonized ITIL processes and implemented an ITSM solution with SMART TM Methods to support the creation of an Infrastructure Shared Centre connecting all the business entities within the Group. Benefits: IT costs have been reduced by 25%. Infrastructure factories A large network provider needed to consolidate multiple technical management centers into a service management centre. This transformation enabled the company to deliver services on several terminals (ADSL, Mobile, IT, Service platforms). Benefits: The average diagnosis time has been reduced from 90 minutes to 4 minutes. Leading European universal bank Infrastructure factories For a Czech branch of a leading European universal bank, Devoteam implemented a configuration database supporting quicker identification of failure causes, reducing the risk of unexpected failure during planned changes. Benefits: Effective interconnection between internal procedures and technology. Danish municipality IT performance and financial management A city in Denmark chose Devoteam to implement power management. This project was driven by the IT department to implement a central solution to minimise the waste of power on their desktop and laptop estate. The solution was implemented on 5,000 PCs and the result was an annual reduction of 765,000 KWh and 284 tonnes of CO 2. Benefits: Annual electricity savings on electricity of 145,000. Car rental company Client-centric service desk SaaS solution implementation for 16 countries, design and implementation with SMART Methods TM, for managing the SaaS project. This out-of-the-box approach allowed to focus on the functional needs, and to reduce dramatically the implementation delay. Benefits: 95% of response time less than 1 second and guaranteed availability of 99.7% per month, 99.98% availability measured over 1 year. 14

15 A performing alliance strategy bringing forces together In order to provide a wide range of services and competencies, Devoteam has established strong and longterm alliances with partners at the Group level with the main actors of the IT Service Excellence market. Today, we have in-depth understanding of the positioning of each actor on the IT Service Excellence market. It allows us to recommend the best solution that could accommodate customer constraints (trusted advisor) and to implement and support the solutions that we recommend to our customers. Devoteam delivers support on the products of our partners through our Global Service Desk. Devoteam is the major EMEA partner for BMC Software, CA, IBM, and HP. Devoteam is recognised by these partners as Elite or Platinum and is always among the Top3 EMEA partners. To provide innovative and agile solutions to our customers Devoteam partners with innovative players like Cisco, Open Source and ServiceNow. Thanks to these partnerships our knowledge communities assess new technologies and new products and create implementation methods that capitalise on software vendor best practices and on our implementation experience feedback. We develop our skills and competencies through major enablement programmes designed with our partners. 15

16 A unique approach With over 700 dedicated experts located in 25 countries across Europe, Middle East and Africa, recognised as a trusted independent advisor, Devoteam is the leader in IT Service Excellence. Our 5,000 employees put Devoteam s core competencies at your service, with a multi-vendor approach supported by proven delivery methods and consultancy-led assessment. Our dedicated team manages 500+ IT Service Excellence projects every year for local and global organisations. Devoteam enables you to deliver business value by improving IT performance and industrialising a serviceoriented organisation.