Making ISO stick. Guido Hartmann Senior ITSM Consultant Microsoft Premier Support
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1 Making ISO stick Guido Hartmann Senior ITSM Consultant Microsoft Premier Support
2 Microsoft is known for tools and technology. Should customers consider Microsoft for IT Service Management support as well? Why does Microsoft care about ITSM and ISO? And what does it then look like? 2
3 Why does Microsoft care? Microsoft doesn t care about ISO! 12/10/2013 Microsoft cares about: Licenses Customer Satisfaction Smooth Operations (ITSM) 3
4 Source of Operational Problems Change Management Overloaded Weak Problem Detection Application Failure 40% OPERATIONS Operator Error 40% Forget Something Lack of Procedures Backup Errors/ Security Hardware/OS Network Power and Disaster Other 20% Gartner Security Conference presentation "Operation Zero Downtime," D. Scott, May /10/2013 4
5 Major Incident Analysis 21% is everything else combined ( unclassified or other ) 22% are skills gaps / poor / improper operations 33% were due to Installation issues Operational issues account for 76% of Critical Situations (CritSits) 48% Misconfiguration 67% POST installation changes 3% NEW bugs 6% due to KNOWN bugsalready fixed Source: Microsoft IT support data of Critical Situations within Microsoft Premier Support 12/10/2013 5
6 The Impact of IT Downtime The Cost of Downtime We asked 378 companies from AMERICAS, EMEA, & APJ What does downtime cost you?
7 The Cost of Downtime The Impact of IT Downtime Of the 48% 52% downtime that of enterprises do, most underestimate do not calculate the the impact hourly and cost actual of costs of outages. on their business. Assumed Actual: $/hour: $25,000 +$110,000 or less an hour November 2011 survey by Stratus Technologies and ITIC Corporation Aberdeen Group estimates $110,000 /hr for the average company
8 Why does Microsoft care? ITSM is the way out! And ISO is the proof. 12/10/2013 8
9 Microsoft is known for tools and technology. Should customers consider Microsoft for IT Service Management support as well? Why does Microsoft care about ITSM and ISO? And what does it then look like? 9
10 What does ITSM Operations Improvement look like? The lifecycle of Operations Improvement Support Integrated with objectives and constraints from both Business and IT 12/10/
11 Step 1: Discover Objectives Discover Business & IT objectives
12 Step 1: Discover Objectives Organization Objectives " Increasing profitability (EBITDA) " Customer s loyalty " Business growth (quantitative and qualitative) IT Objectives Discover Business & IT objectives " Reduce IT operational costs " IT to meet changing business demands " Give the Business a competitive advantage though modern IT services
13 Step 2: Current State Assess current IO maturity & challenges Discover Business & IT objectives
14 Step 2: Current State Assess current IO maturity & challenges Pain points Resources are wasted on unqualified end-users Discover Business Business develops & IT IT projects without proper handover objectives to IT Infrastructure No overview of which configurations exist and how they are used Lack of resources Dirty power in Datacenter Driver problem on Exchange cluster (driver levels not monitored) Business Continuity plans exist but not fully implemented
15 Step 3: Desired State Assess current IO maturity & challenges Determine Desired IO maturity Discover Business & IT objectives
16 Step 3: Desired State " IT staff taxed by operational challenges " Users come up with their own IT solutions " IT Staff trained in best practices such as MOF, ITIL, etc. " Users expect basic services from IT " IT Staff manages an efficient, controlled environment " Users have tools they need, HA, & access to information " IT is a strategic asset " Users look to IT as a valued partner to enable new business initiatives " IT processes undefined " High complexity due to localized processes, & minimal central control " Central Admin & config of security " Standard desktop images defined, not adopted company-wide " SLA s are linked to business objectives " Clearly defined and enforced images, security, best practices (MOF, ITIL) " Self assessing & continuous improvement " Information easily & securely accessed anywhere on Internet " Patch status of desktops is unknown " No unified directory for access management " Multiple directories for authentication " Limited automated s/ w distribution " Automate identity and access management " Automated system management " Self provisioning and quarantine capable systems ensure compliance & high availability
17 Step 4: Improvement Steps Assess current IO maturity & challenges Determine Desired IO maturity Discover Business & IT objectives Identify Improvement Steps
18 Step 4: Improvement Steps Assess current IO maturity & challenges Determine Desired IO maturity Identify Improvement Steps Discover Business & IT objectives Services Descriptions/Offerings Roles and Responsibilities Improve Release management Improve Service Desk Implementing Change- and Configuration Management Business Continuity Planning Service Monitoring
19 Step 5: Prioritize Assess current IO maturity & challenges Determine Desired IO maturity Discover Business & IT objectives Identify Improvement Steps Prioritize
20 Step 5: Prioritize & Plan Assess current IO maturity & challenges Determine Desired IO maturity Discover Business & IT objectives Identify Improvement Steps Prioritize
21 Step 6: Execute! Assess current IO maturity & challenges Determine Desired IO maturity Discover Business & IT objectives Execute Improvement Plan Identify Improvement Steps Prioritize
22 Full Circle: Did we improve? Assess current IO maturity & challenges Determine Desired IO maturity Discover Business & IT objectives Execute Improvement Plan Identify Improvement Steps Prioritize
23 Continuous Improvement Assess current IO maturity & challenges Determine Desired IO maturity Discover Business & IT objectives Execute Improvement Plan Identify Improvement Steps Prioritize
24 What does ITSM Operations Improvement look like? Making ISO stick: The value is in the journey Learn how to fish Eat what you can digest Improve from where you are now 12/10/
25 The journey 12/10/
26 Q&A 26
27 Contact Guido Hartmann Senior ITSM Consultant Premier Field Engineering, Microsoft EMEA 2013 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION
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