ITSM Trends and the role of itsmf. Milan Živković

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1 ITSM Trends and the role of itsmf Milan Živković

2 Agenda itsmf INTRODUCTION BUSINESS ENVIRONEMENT ITSM TRENDS AND DIRECTIONS ITSM METODOLOGIES, PRACTICE AND STANDARDS BENEFITS AND ADVANTAGES CONCLUSIONS

3 itsmf International! AGM 2010 organized in Malaysia in October itsmf Publications Meeting in Amsterdam, March Increasing interest for itsmf Conferences (Nordic countries, UK, US, EU and in particular countries in recession) ITIL V3.1 Release final review and ready to be published. ISO-IEC Standard, April 2011 Update, APM Group. prism Professional Recognition in Service Management. itsmf International Executive Board, new initiatives & projects

4 Business environment today! Major changes in all companies following the recession! All market players are looking for solutions that offer better value with less cost and risk exposure. Organisations are looking at new business models and new ways of working. ITSM concepts, methodologies, standards and best practice offer: Cost reduction and better operating model Faster product launch and speed to market, Increased productivity, effectiveness and efficiency Easier implementation of complex IT solutions Global market, hence economies of scale Less administration overhead and better profit margins All these benefits seems very attractive and common sense, but why we are not able to capture them, when it looks so easy?

5 IT alignment with the Business! Value added creation and right service offering! Understanding of Service Management and its impact on business. In-depth knowledge of all internal and external operational costs and risks Necessity for accurate service definition, Service Catalog, and respective service financial models. Importance of service interdependence and accurate definition of all services, processes and operations. Service Strategy, Design, Transition, Operations, along with Continual Service Improvement. A huge shift in current ways of working and cultural change required for doing business in today global economy and Web 2.0 online environment.

6 IT Service Management Evolution!

7 Service Portfolio, Service Catalogue Service Knowledge Management System (SKMS) Requirements Service Strategy Service Design ITIL V3 Service Lifecycle! Strategies Service Transition Solution Designs Service Operation The Business / Customers Policies Architectures Resource and constraints SKMS Tested solutions Transition Plans Operational Plans Standards SLPs from Requirements Operational services SDPs Continual Service Improvement Improvement actions & plans

8 ISO/IEC Learning track!

9 ITSM Strategy! An ultimate goal for any business is to deliver a better service, offer customer experience and aim always for improvements. ITIL describes the value of a service to a customer in terms of Utility, fitness for purpose (offers functionality and removes constraints) and Warranty, fitness for use (capacity, availability) IT function should always underpin long-term goals & mission. IT supports business and is adequate to real market needs To be defined in line with business strategy: 1. Top-Down, reflection of the whole company 2. Bottom-Up, functional contribution to the strategy 3. Exploiting capabilities of all resources 4. Translating market requirements into decisions!

10 , and expected benefits! Service delivery and operations improved, QoS higher. Customer satisfaction cross-correlated with service offering. Employee satisfaction better, a stronger physiological contract Process improvements and achieving Business as Usual. RACI & Process Owners act as Champions aim for new goals. Document Management becomes easy and consistent Expected results are known to business (SLAs, SLRs, UCs). Transparency and clearly defined Roles & Responsibilities. Continual Service Improvement is at hand: Plan-Do-Check-Act. Competitive advantage for achieving market leadership! Preparation for ISO/IEC Audit, getting a certificate!

11 Conclusions! IT is a key to align IT function and business strategy. ITSM projects starts before actual HW/SW implementation and service deployment. Operations, processes, and delivery activities must be defined and implemented in line with a chosen methodology. Service Champions are responsible for service definition and its delivery, company effectiveness and efficiency. Thing strategic, plan in detail, but at the same time think about all operational costs and project complexity. Top Management support is absolutely must to have! Make sure that the whole company think Service Management, fully integrated with the business Start to think ITIL!

12 Let s start our ride at the 5 th itsmf South East Europe Conference and ITSM 2011 Expo in Belgrade!

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