The role of IT and ITIL is changing. A revolution is underway. Paul Thomason
Biography -Paul Thomason Qualified as an ITIL Expert and certified trainer Worked for over 20 years focused specifically on ITSM initiatives Delivered over 30 enterprise ITSM projects across Europe, APJ and Korea Roles including advisor, practitioner, manager and teacher Last 3 years working for ServiceNow Lives in Sydney with wife and new dog
Back in 2010
The role of IT and ITIL is changing is underway
Setting the Scene - C Level Focus and Initiatives Backdrop priorities Minimise Risk Reduce Cost Increase Efficiency Stability Shareholder value Productivity Value and Service Quality Where is my next role? Initiatives to be supported Accessibility and Mobility Consolidation Automation Agility and Support Delivery Lifecycle (DevOps) COMMON THEMES RELATED TO ITSM Automate High Volume, Repeatable, Low Risk Processes and Tasks Less places to go to get Service Ability to use any device from anywhere Consumerisation of Service is driving agility Governance KPI s - Metrication Visibility Transparency (Efficiency, Effectiveness, Cost) Virtualisation and leveraging cloud services (SaaS, PaaS, IaaS) www.csc.com/cio_barometer softwarestrategiesblog.com/tag/cio-priorities/
Setting the Scene: ITIL Today
Service = Benefit = Value
Service Quality
Service Innovation: Telecoms 1880 First Australian Telephone exchange at 367 Collins Street Manual PBX (Private Branch Exchange) first generation 1900-1930 Automatic exchanges early 1900 s Digital switches 1972 Australian Telecoms Corp/Telecom - 1993 Telstra
Service Innovations: Retail
Service Innovations: Personal Banking
Back to IT
The Future of Enterprise IT Cloud Infrastructure IT? Applications Line-of-Business
The Backbone of the Modern Enterprise CUSTOMER SUPPORT MARKETING HUMAN RESOURCES INFORMATION TECHNOLOGY FINANCE FACILITIES LEGAL
Executives Requester Generic Service Model - 4 aspects Provider SERVICE EXPERIENCE RECORD KEEPING PROCESS AUTOMATION MANAGEMENT METRICS
CERN Case Study General business (non-it) 21,890 51 % 49 IT 21,324
CERN Enterprise Service Taxonomy
My Business Portal Single, integrated experience for all customers Single sign on forall customers across 4 separate company domains - Optus, Alphawest and Uecomm Quick access to common tasks Introduction of real-time dashboard updates on home page Consistent with new brand experience across Optus sites Page 20
E-Shop / Ordering Clean and simplified process Quick access to open and favorite orders Tabbed interface for fast access to product information to better inform and drive sales Page 21
Executives Requester Generic Service Model - 4 aspects Provider SERVICE EXPERIENCE RECORD KEEPING PROCESS AUTOMATION MANAGEMENT METRICS
Service Relationships Requesters Service Definition Service Record Providers Employees Providers Help Request IT HR Contractors Customers Change Info Facilities Finance Legal Operations Automated Workflow Automated Workflow Defined Processes? Defined Processes? Record Keeping 23
Service Relationships Internal Finance HR Sales External Procurement IT Marketing Operations Services Facilities Legal 24
HR Request: Service New hire workflow engaged to provision laptop, phone, access Service Relationships Procurement Finance Procurement Finance Request: Service HR Need recommendation for vendor management application Request: Help Sales Incident auto-created: Online CRM system performance degraded Sales IT Marketing Marketing Operations Operations Facilities Request: Service Auto-provision 25 VMs for new education lab Services Facilities Legal Services Request: Info Legal How do I access email on new mobile phone? 25
Service Relationships HR Request: Help Finance Need hiring forecast by geography Sales Procurement Request: Info HR IT Request: Service Marketing Operations Need information about latest benefits package Process new contractor resource request Facilities Services Legal
IT Service Relationships Request: Service Finance Need 15 cubes set up for small office move Request: Help Sales Air conditioning in office not working Procurement Marketing Facilities HR Operations Request: Info When is the exercise room open? Services Request: Help Facilities 2 nd floor men's toilet sink won t turn off Legal 27
CERN Case Study General business (non-it) 21,890 51 % 49 IT 21,324
Executives Requester Generic Service Model - 4 aspects Provider SERVICE EXPERIENCE RECORD KEEPING PROCESS AUTOMATION MANAGEMENT METRICS
Process Automation 2,522,000+ Managed CI s 23,722 Instances Provisioned & Retired @K14 by 1 Person 6,623 Avg changes per month Such as : Provisioning Upgrading Cloning 16000 14000 12000 10000 8000 6000 4000 2000 0 Change Quarterly Trend
Future Model SIAM (Service Integration And Management) Business Unit Business Unit Business Unit Business Unit Business Unit Retained IT Organisation : Architecture, Strategy and Policy Supply Programmes and Projects Service Integration and Management Demand Operational Service Tower Operational Service Tower Private Cloud Providers Public Cloud Providers Applications Maintenance & Support SaaS Providers Applications Development Centre