merit event - it service management

IT Service Management

Are you being served?

IT Service Management

Today’s Presenters

Richard Sharp Service Management Practitioner

Phil Haigh Service Management Practitioner

IT Service Management

Richard Sharp

Before we start, ask yourselves …

Your IT ‘health check’!

Do you think you get ‘Value-For-Money’ from IT?

Do you make many complaints about IT?

What do the ‘users’ think about IT?

Are the IT services there when you want them?

Do the IT services perform well or are they too slow?

What would happen to your business without IT?

How long can your business survive without IT?

When was IT last audited?

Do you ever review the IT service?

PROFITS MAXIMISED&

COSTS REDUCED

THIS IS ACHIEVED BY FULL OR PARTIALAUTOMATION OF

YOUR BUSINESS PROCESSES

What does your business really want from IT?

What do those who use IT want from IT?

For IT to……

Work as ‘described on the tin’ Perform well Help them do their jobsGive them no surprises

What is Service Management?

Lets start with what is it not….

….It is not PROJECT MANAGEMENT

What is Project Management?

Old Way

New Way

Bridges the gap between one way of working and another

… and then walks away!

Service Management is about cost effective support and delivery of IT

services that meet the business need

What is Service Management?

What is the scope of Service Management?

Management of the following resources ….

Hardware (e.g. PCs, Printers)Software (e.g. MS-Office)Communications (e.g.modems, lines)IT OrganisationSuppliers (e.g. Dell, BT)Computer roomsData (e.g. stored information)

Service Management…

Helps ensure IT is there when you want it

Helps ensure IT performs well

Identifies your IT costs……

By providing ongoing management and review of IT services

Service Management is enshrined in the Service Triangle

Customer SatisfactionCustomer Satisfaction

Agreed ServicesAgreed ServicesValue for MoneyValue for Money

Service Management…

Let’s try an analogy ….

You’re thinking about buying a new car …….

Why is Service Management important?

Why is Service Management important?

Make & Model

Purchase price

Colour

Running costs

Repair facilities

Dealership support

Diagnostic facilitiesServiceability

Max load / Fuel Tank Capacity

Road side services / Courtesy car

Security / Safety features

Why is Service Management important?

The majority of criteria in the list were…..

Considerations that are important during ownership

i.e. once the project has ‘walked away’!

Why is Service Management important?

Did you know that like a car ‘in-life’ IT costs will be about …..

It is Service Management that provides the processes and techniques that help you manage this large ongoing cost

So how is that car looking now?

Is your IT sick?

Is your IT sick?

Phil Haigh

How can I make IT well again?

By using IT Service Management as the foundation of my ‘get well’ and ‘keep well’ plan.

So what should I do?

Using the car analogy again ….

Dealership support

Can I report a fault easily for my IT systems?

IT Service Desk

So what should I do?

Using the car analogy again ….

Repair facilities

Can I get my system repaired or at least have a workaround?

Incident Management

So what should I do?

Using the car analogy again ….

Diagnostic facilities

Can I guarantee that the system repairers have got to the root of the problem and stop it from happening again?

Problem Management

So what should I do?

Using the car analogy again ….

Quality car build and quality of Service and Support Centres

Does my IT department have good people, slick process, good tools and are my IT systems robust?

Availability Management

So what should I do?

Using the car analogy again ….

Running Costs

Do I know all the costs to serve? i.e. support, maintenance, license fees, IT staff, power etc .. etc … ?

Financial Management for IT Services

So what should I do?

Using the car analogy again ….

Length of journey and Max load / Fuel Tank Capacity

Is there a plan to measure, review and act upon service consumption? E.g. disk space, response times, bandwidth

Capacity Management

So what should I do?

Using the car analogy again ….

Road side services / Courtesy car

Do we know how important IT is to the survival of the business?What contingency do I have if the IT systems fail partially or completely?

IT Service Continuity Management

So what should I do?

Using the car analogy again ….

Security / Safety features

Can I be sure that my IT system is free from loss of confidential data, corruption of data or availability of service?

Availability Management

Why does IT go wrong?

People TechnologyProcess

Failures in or between ……..

How can we help prevent IT service failure?

By using IT Service Management as the foundation for all planning, implementations and reviews!

IT Service Management

Richard Sharp

And now for some quick wins ..

1. Identify your key business processes

2. Identify which IT Services support them

3. Create a catalogue of those services

4. Create an inventory of IT assets that comprise the services

Co

mm

un

icate &

Do

cum

ent5. Develop fault management processes for your services

and prioritise response and recovery to business need!

Communicate & Document

6. Develop a process to control change to your IT

And in the longer term

1. Develop a process to manage IT service level targets

2. Develop a process to manage IT resource capacity

3. Develop a plan to assist and ensure business continuity

4. Create a plan to ensure continued availability

5. Develop processes to ensure your costs are measured

6. Develop and implement a relevant security policy

Co

mm

un

icate &

Do

cum

ent

Communicate & Document

Oh yes… Project Management!

Ensure all your projects deliver solutions that are ……1. Supportable

2. Cost effective

3. Robust

4. Secure

So that you can support and deliver the IT service

5. …. And meet the Business Need!

The keys to good Service Management

Committed People

Good Process

Robust delivery and support Technology

The P-D-C-A cycle is an essential and continuous component of Service Management

1.Plan 2.Do3.Check 4.Act 1.Plan

The keys to good Service Management

The keys to good Service Management

Business Requirements

Customer Requirements

Requests for new/changed services

Other processes

Other Teams

Manage ServicesManagement ResponsibilityManagement Responsibility

PlanPlan ServiceManagement

ActContinuous

Improvement

CheckMonitor,measure

& review

DoImplement Service

Management

Business Results

Customer satisfaction

New/changed service

Other processes

Team & people satisfaction

Inputs Process Output

…. And finally …..

“If you can’t measure IT…

You can’t manage IT !”

Are you being served?

Thank you!

From ….

Tier 1 Limitedhttp:// www.tier1.ltd.uk