building towards business service management
DESCRIPTION
By now, most organizations have various tools to manage their IT environment , from network fault monitoring to application performance management. Though the business service management concept of managing IT has been around for years , many are still struggling to put this into practice. As a result, organizations are having challenges to put IT as business enablers and innovation center. Meanwhile, the IT management team are playing catching up with business dynamics, increasing cost, technology pace, security issues, and so on. In this session, we will discuss the first set of steps towards building business service management.TRANSCRIPT
Building towards business service management
TECH2RESULT
Abstract
Sandy Sukarto
Tech2Result, Managing Director
By now, most organizations have various tools to manage their IT environment , from network fault monitoring to application performance management. Though the business service management concept of managing IT has been around for years , many are still struggling to put this into practice.
As a result, organizations are having challenges to put IT as business enablers and innovation center. Meanwhile, the IT management team are playing catching up with business dynamics, increasing cost, technology pace, security issues, and so on.
In this session, we will discuss the first set of steps towards building business service management.
Topics
Misconception
Why business service management?
First, get your house in order
Proving your point
Best practice
Q&A
Misconception
Network and system
monitoring tools are
sufficient to monitor
services delivered by IT
Misconception
Synthetic and real user
monitoring tell us all what
we need to know about
quality of services
Misconception
Business service
management is the same
as adopting ITSM – An
important matter of
orientation
Misconception
Business service
management is all about
putting dashboard only
Misconception
Adopting and
implementing business
service management
approach require multi-
year effort to produce a
tangible result
Why Business Service Management?
Have come a long way from aligning IT to business practice
Is customer-centric and business-focused approach in managing IT, from strategy planning, execution, and continuous improvement
Shift from “back office” to proactive and predictive mentality
Why Business Service Management?
Improving experience with business
customers
Achieving cost efficiency yet being
effective in delivering results
First, Get Your House In Order
Understand the business of the organization and the role of IT
Identify critical business services that require good IT planning and operation, i.e. contribution to overall organization strategy, owners/sponsors, financial impact of flawless execution, etc.
Check back on IT readiness: Process, people, and tools
Discuss with business owners on how IT can now make impact, i.e. Availability and response time for existing services; new business initiative requiring close IT involvement
Identify any gaps to make the impact above
Proving Your Point
Create and agree with business owners on business service catalog detailing KPIs as the basis for SLA and chargeback if applicable to organization
Close any gaps identified earlier, e.g. Service planning process based on business demand? “Bilingual” (business & IT speak) people to go all the way? Tools for measuring success or failure?
Start with 1 or 2 highly critical services as learning and launch pad towards the next step
Weighing benefit vs. cost, adjust your next steps accordingly
Best Practice
Embed into business processes, starting from service design, service transition, to service operation
Review roles and responsibility of IT team and address any skill gaps
Agree on single source of truth, i.e. KPI calculation and prioritization, collection tool and method, metric name and definition, key components to be monitored
Centralized collection of events happening in IT
Get configuration in place for resources to services
Automate data collection, problem escalation, and other processes as much as possible to reduce cost associated with people and time
In preparing reports and dashboard, take account of your reader’s role and responsibility