Alternative Service Delivery Models for Service Management. Things to Consider June, 2012

Transcription

1 Alternative Service Delivery Models for Service Management Things to Consider June, 2012

2 Agenda IT Budgets & Resources: The New Normal Service Management Technology Trends What are we trying to accomplish today? What s really happening? Considerations for the SaaS service management alternative Summary

3 IT Budgets & Resources: The New Normal Business demand continues to grow as IT Capacity flat lines or decreases Previous Steady State Recession & Credit Crisis Business IT Demand Growing Alignment Gap New Normal IT Budget & Resources Innovation becomes key driver for change 3 CA confidential and proprietary. For internal use only.

4 Service Management Technology Trends 2003 Highly Customized, Tailored to business Development approach 2008 Configure, don t code Best-in-suite, integrated ITIL processes NOW Demand for fast delivery Scaled back requirements

5 What is Service Management? Service Request front line of IT to the customer Incident identify, track and manage incidents Problem creating efficiencies Change proper planning of changes Configuration centralized view of IT data CMDB - houses CI s for topology mapping Knowledge searchable database for known resolutions Service Level establishing, tracking, managing SLA s Asset inventory vs. lifecycle

6 What are Organizations really doing? Data center managers have taken ownership of configuration management Consolidations, moves, virtualization, clouds CMDB projects remain problematic (culture, definitions, approach) Lines of Business have created shadow IT to meet innovation demands Finance is rationalizing the service portfolio in a spreadsheet Everyone agrees asset management is a problem Continues to be the poster child of denial Executive management commoditizing functions to address flat budgets and innovation demand Outsourcing SaaS

7 Top 10 ITSM Challenges for 2012

8 Where is the money going? Your 3-year ITIL service management implementation plan has lost its funding Executives regard it as a ticketing system Every year is groundhog day to budget for maturity Vicious cycle for service management stack lack of investment reduces it to a ticketing system Cloud aka Innovation Executives are investing in technologies to develop competitive advantage Automation, virtualization value proposition to release capacity demand

9 What is everyone doing? Re-evaluating the 3-year plan Looking at service delivery capabilities in 3-6 month cycles Short-term approach for immediate returns Scaling back requirements to the core: Incident, problem, change, service request, asset inventory, basic configuration management, knowledge Paying less and doing a lot more through SaaS alternatives, but giving up the deep integration requirements

10 Service Management Reset 2012 Incident, problem, and change is not enough The request Storefront is more critical than ever Business case for enterprise CMDB hard to defend Tier 0 investment focus Collaboration, mobile access, knowledge, self-service, call deflection Extensibility and integrations require closer scrutiny for value propositions Asset management means inventory management Reinventing Service Management in the Cloud context Champagne tastes, beer budgets

11 Considerations for the SaaS service management alternative Look closer at those capability and integration requirements. Are they defendable in your business case? Is your organization committed and mature to your current plan? Can you make more value with a SaaS alternative with the budget you have? Is there a mandate to get the commodity services outside the firewall? Can you attach your service management initiatives to innovative projects? Cloud-based services Outsourced services

12 Value Proposition for SaaS Service Management Like any cloud approach, you take it out-of-the-box SaaS applications designed for highly standardized delivery Rapid implementations of more capability 9 processes In 3 weeks rather than 3 process in 9 months Multi-tenancy attributes positions you to support the service provider model Departmental, locations, cloud providers, outsourcers Infrastructure support goes away (hardware / OS) Focus on providing service, not the application that supports the service

13 Purpose-built Cloud Approach vs. Retread Hosted Data Center Single Instance Single Upgrade Cloud Data Center Multiple Instances Multiple Upgrades T T T T T T T Why Do We Care? Hosted model creates longer implementation times Adds more complexity, requires more customization and configurations Affects performance and availability High vendor TCO affects customer costs over time

14 Things to watch out for If you are going to SaaS, make sure it s really SaaS Hosted legacy app served up in a URL high-cost model Cloud-based apps delivered properly have low-cost model Performance! Keep a watchful eye on any configurations you end up doing How does it affect your upgrade path Implementation time On-going support Application skill sets is it just configuring? Subscription costs Short term contracts leave room for potential price increases, flexibility may be necessary but comes with a price, state your terms to align with your business Where s your data Can you get it back?

15 Why SaaS service management may make sense Value Proposition Low TCO Quickest time to deployment and use Simple to use, administer, upgrade and support More value for less $$ Why Does This Matter to Your Business? Reduces IT cost run rate to focus on driving innovation not support Low risk with quick implementation, low cost, subscriptionbased Visibility for both IT and end users to simply get what they need SPEED AGILITY FLEXIBILTY

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18 Alternative Service Delivery Models for Service Management Things to Consider June, 2012