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Page 1: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

https://www.linkedin.com/in/krikormaroukian

Page 2: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

1. itSMF Hellas was founded in 2006 and currently has 50+ members and 10+ organisations

2. Our mission is to create and maintain a knowledge sharing platform on ITSM

3. Promote the adoption of IT Service Management frameworks such as ITIL® and standards such

as ISO20000 including initiatives (Glossary translation) and mechanisms

4. Organize annual conferences and joint events with ISACA Athens Chapter and British Computer

Society – Hellenic Section which portray the value of ITSM to the wider IT community

5. Annual Conference on 2nd of February, 2017 in Athens, Greece

2009 20112010 2013

2015 2016

2008

Page 3: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

•Global ITSM trends

•ITSM trends in Greece

•Digital Transformation

•Service Value Creation

Page 4: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Source: “Gartner Hyper Cycle for ITSM 2.0”

Page 5: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Source: “Gartner Hyper Cycle for ITSM 2.0”

ITSM 2.0 focuses on improving the quality and efficiencywith which infrastructure and operations (I&O) supportsend-users and delivers services. I&O leaders should usethis Hype Cycle to develop their ITSM strategies andprioritize ITSM 2.0 technology investments.

Page 6: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Source: “Gartner Market Share: All Enterprise Software, Worldwide, 2013” &“Forecast: Enterprise Software Markets, Worldwide, 2011-2018, 1Q14 Update”

Source: Research and Markets“Global ITSM Market 2016-2020”

Page 7: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

A New Zero-Day VulnerabilityDiscovered Each Week

Enters into application on25 May 2018

Major security concerns withpatchability of devices

Page 8: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”
Page 9: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Base n: 213 (up to 2 answers)Source: GlobalLink “The State of the CIO in Greece 2016”

Investment Areas 2015 2016IT Infrastructure 66% 71%IT Security 27% 32%Basic transaction applications 36% 31%End user communication andcooperation 32% 28%Innovation 27% 23%

Mean: 37

Page 10: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Base n: 213 (up to 2 answers)Source: GlobalLink “The State of the CIO in Greece 2016”

18%

15%

34%

30%

48%

44%

16%

17%

30%

38%

38%

46%

0% 10% 20% 30% 40% 50% 60%

Compliance

Risk Mitigation

Innovation

Customer-centric approach

Cost reduction

IT agility towards business needs

2016 2015

Mean: 31

Page 11: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Base n: 213 (up to 2 answers)Source: GlobalLink “The State of the CIO in Greece 2016”

Investment Areas 2015 2016Innovation 49% 46%IT Infrastructure 43% 44%End user communication andcooperation 35% 37%IT Security 29% 35%Basic transaction applications 31% 23%

Mean: 37

Page 12: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Base n: 213 (up to 2 answers)Source: GlobalLink “The State of the CIO in Greece 2016”

Important IT Areas 2015 2016Security/Risk Management 50% 56%Application Development 57% 54%Analytics 52% 50%Mobility 56% 49%Cloud Computing 52% 48%Digital/Social Networking 21% 26%Internet of Things 12% 16%

Mean: 43

Page 13: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Industry Trends Interfacing with ITSM

Set of Practices ArchitecturalFramework

Standard

ISO20000/27001/22301/31000

DevOps IT4IT Cloud

Page 14: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Interfaces

People, Process &Technology

DevOps Cloud

Page 15: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”
Page 16: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”
Page 17: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

A market is defined as:

• a set of actual or potential customers

• for a given set of products or services

• who have a common set of needs orwants, and

• who reference each other whenmaking a buying decision

Page 18: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”
Page 19: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”
Page 20: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Transitioning to the Digital Enterprise

Pillars of DigitalTransformation

Strike theright talent

mix

Articulate the DigitalStrategy

ChallengeOrganizationalStructures and

Processes

Build a Culture thatsupports innovation

Strong seniormanagement ownership

Page 21: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Empowering Digital Transformationthrough ITSM

IT-enabled businessstrategy

ITSM

Promoteproactivity

Improvemanageability

Increaseautomation

Manageservices not

servers

Reduce cost& complexity

Page 22: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

RegulatoryCompliance

Cloud

IoT

Social

Big Data

Page 23: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”
Page 24: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”
Page 25: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”
Page 26: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

1. Faster Clock Speed

2. Heightened Volatility

3. Blurred Technology

Responsibility

Page 27: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

1. IT Spending

2. Operational Excellence

3. Cybersecurity

4. Customer Satisfaction

5. Application Development

6. Project Performance

Page 28: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”
Page 29: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”
Page 30: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Source: “Gartner”

Page 31: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

Service Management Storyboard

Strategize and Discover Execute

• Increase satisfaction in the provided services

• Increase business productivity

• Improve operational efficiency

• Improve Team professional skills

• Reduce OPEX

• Better meet business needs

Benefits

• Prioritize your initiatives

• Baseline your current situation

• Roadmap to mitigate risks

• Market your IT services

• Understand Services critical componentsand business dependencies

• Align your recovery objectives tobusiness requirements

• Set customer expectations

Business Alignment and Continuity

• 360 degree view on your service(s)

• Support your provisioned service(s)

• Secure your provisioned service(s)

Operations and Execution

• Service Management Roles rationalized

• Accountabilities and conflicts defined

• Responsibilities streamlined

• Improve team skills in service management

Team Empowerment

Business alignment

Customerretention

Meet business requirements

Service Optimization journey

Manage requirements

Ensure Service qualityEmpower your Team

Control Your Environment

Deliver and Support

Capability Map

Decreased cost

Page 32: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

A Continuous Cycle to Human Attention

Risk and HealthAssessments

ProcessOptimization

New TechnologyDeployments

Architectural& DesignReviews

Technical andOperationalRoadmaps

Education andTraining

KnowledgeTransfer Sessions

Page 33: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”
Page 34: Creating Service Value through Digital Transformation ... › GRC2016 › presentations › Creating Service Va… · Source: GlobalLink “The State of the CIO in Greece 2016”

https://www.linkedin.com/in/krikormaroukian