Heading off the traffic jam Mark MacNaughton Senior Vice President, EIT Shared Services May 18 th, 2011
IT Efficiency Vision Serve as a strategic partner for our business clients by doing more with less and providing inventive technology solutions Security, Productivity & Reliability Provide innovative technology solutions while improving security and reliability Innovation Operational Efficiency Sourcing strategies to improve our fixed to variable ratio Improving asset utilization by leveraging cloud and managed services 2
Why is an ITSM strategy necessary? Although our Service Delivery Model is the most mature process area within EIT, significant work remains to enable Lean IT and support other strategies Current State Multiple disparate, non-integrated applications. Silos of automation. No single source of truth Core ITSM applications outdated and unsupported Immature core process areas (Problem - RCA, Capacity, Service Request, Event (monitoring) and Config (CMDB) Metrics are stand-alone, measure overly mature processes, and don t address end-to-end process pain points Inability to support cloud, Data Center and BYOC strategies No ITSM Program Executive to define / execute strategy Process owners lack authority to enforce standards 44% reduction in the number of ITSM applications Integrated IT transactional data enables process integration and eliminates data discrepancies Single source of truth Future State Information as an asset - enables metrics that tell us how effectively & efficiently we are delivering products & services Fixed to variable cost structure. Supports expansion opportunities Standard processes/metrics that can be benchmarked against the industry Organization focused on continual improvement Support / alignment to Data Center, Cloud Strategy, and BYOC 3
ITSM 5 Year Strategic Plan Vision Run IT as a lean factory with predictable and measurable services that drive efficiency, quality, and cost transparency. Mission Major on the Majors (Processes & Automation) Technology Simplification Strategies Capacity Management SLA, Service Request, & Demand Management Event & Problem Management Migrate to a Common SaaS Platform Retire 20+ Applications Enable Cloud Computing Configuration Management (CMDB) Drive Cost Transparency Business Case Financials (Type I & II Savings) Return Resources 6 Rs Analysis Call Outs Removed Process/value delivery; min. engineering Buy versus build; variable versus fix model. Less than $???k capital over five years. Benefits Retire Roadmap Risks Re-Use 20+ applications Consolidated ITSM platform; Cloud enabler Core ITSM systems out of support Competing priorities DCS, M&A Common platform tool enables reuse of templates, workflow, reports, less training Limited Type I savings from application retirement. Potentially more as a result of EA deep dives. Buy versus build; variable versus fix model. Less than $???k capital over five years. Limited Type I savings from application retirement. Potentially more as a result of EA deep dives.
ITSM Technology Roadmap One goal of the ITSM strategy is to simplify our technology footprint and create and end-to-end view of services and information Current State 50 ITSM Applications Future State 28 ITSM Applications
Pursue target state outcomes in 5 logical phases 5 Year Roadmap
What is the organizational impact? What is the impact to your teams? Limited impact from Service Catalog implementation Change in core processes that support service delivery Significant organizational change aspect Training Core process terminology New tools and technology What s in it for me? Better visibility to impacts of incidents, events and changes (timeliness and accuracy) Simplified request process for internal IT services Improved delivery times for products and services through automation Process People Technology 7
Wave 1 Key Activities Key Activity Timing Status Perform vendor demos 4/30/11 Complete Define process/tool requirements 5/18/11 In Progress Submit RFP 5/23/11 Not Started Select Finalists 7/8/11 Not Started Execute Proof of Concept (POC) 7/18/11-9/16/11 Not Started Select Vendor & Finalize Contract 9/30/11 Not Started Roll-Out Service Catalog FY12 Q2 Not Started Plan activities for remaining waves FY12 Q1/Q2 Not Started Your support and input is critical to the success of this initiative 8