introduction to an itsm business plan...business solution manager, bmc software introduction to an...
TRANSCRIPT
drive
Tore BrynaaBusiness Solution Manager, BMC Software
Introduction to an ITSM Business Plan
1
What can be a business plan?
› A desired goal or set of goals
What cannot be a business plan?› ”We want to implement ITIL because it is best practice”
Example:› Our reason for replacing our current helpdesk is that we wish to
implement ITIL. (SO WHAT?!?)
› We wish to cut costs, therefore we implement ITIL. › In order to implement ITIL, we describe the solution as follows:
Current state: multiple Helpdesks lead to high costs and low end user satisfactionFuture state: single Servicedesk gives lower costs and better coordination, which in return gives less waiting and higher end user satisfactionThe value is expected to be:
-> 20% increase in end user satisfaction-> 25% reduction in servicedesk costs (people, licenses, and maintenance fees)-> 30% less downtime due to better coordination between departments
2
Why make a Business Plan?
A business plan is supposed to explain the reason(s) for major change in processes or technology
Reasons for changes:› Legal requirements› Demands from market / business partners› Competitive advantages› Cut costs› Move resources from Operations to ”Continous Improvement”› Improve internal or external Satisfaction
3
What are Metrics
• Keys to tracking of success and areas of improvement
• Numbers
• Percentages
• Time
• Money
• Measurable
• Actionable
• Easy to communicate4
Example Metrics & Goals
• Reduce IT Costs by improving staff efficiency by up to 30%
• Manage Risk by automating controls & processes to meet compliance requirements
•Improve Availability by cutting downtime by 75% or more
• Increase Business Impact by rolling out new services up to 50% faster
• Improve Quality of Service by decreasing service-impacting events by 35%
• Provide Transparency by gaining 100% visibility into IT spend
• Enable Virtualization by reducing effort by up to 90%
5
ITSM @ BMC: Success Summary
6
Solution Area – Infrastructure Information (CMDB) and Change ManagementBusiness Services Affected – Potentially all critical systems could be affected by changes that are made without impact knowledge
Savings – saving over $1 M in support costs
Solution Area – Asset Management & DiscoveryBusiness Services Affected – Application Management, Security Savings – Decreased down systems by 85 percent; Patch installation to more than 12,000 hosts with only 60 minutes work
Solution Area – Infrastructure & Application ManagementBusiness Services Affected – Application ManagementSavings – Environment monitoring four full-time people to one.
Solution Area – Incident & Problem ManagementBusiness Services Affected – Solution SupportSavings – (1) reduced the response to an alert from as much as 2 hours to five minutes; (2) decreased system generated incident ticket volumes from approximately 1,500 to 800 a month.
Two Approaches
Plan by Discipline› Focus on one silo, optimize› Easy, fast results› Limited scope
Plan for the organization› Focus on general issues› Break down into disciplines› Requires coordination (can be hard)› Ongoing improvements
7
Disciplines
› Incident Management› Problem Management› Service Desk› Configuration Management› Change Management› Release Management› Operations Management › Service Level Management› Financial Management for IT Services› Capacity Management› IT Service Continuity Management› Availability Management› Security Management› ITSM/CMDB
8
Related Disciplines are Interesting
Relations› Incidents come from:
End usersSystems /events
› Reduce incidents (short)Self serviceBetter filtering
› Reduce incidents (long)StandardizationBetter SW distributionBetter Change ControlIntelligent monitoring
9
Don’t sit in a silo
Product/License Focus
Product/License/Service Focus
Suite implemented by multiple Silos
Cross organizational implementation with defined service strategy
Time
Value
10
Incident Management Silo
Direct Impact:› Incidents handled by 1st level (%)› Average call time with no escalation (minutes)› Incidents incorrectly assigned (%)› Incidents resolved within target time (%)› Average time for for 2nd level to respond› Average time to resolve incidents (minutes)› Incidents reassigned (number)› Calls bypassed (%)› Customer satisfaction (satisfaction score)› Calls that are service requests (%)› Incidents resolved on 1st call (%)› Incidents proactively resolved (%)
11
Cross-silo impact on Incident Management
Impact from other silos on Incidents:› Self Service (reduces # of calls)› Discovery (reduces resolution time)› Inventory (reduces resolution time)› CMDB (reduces resolution time)› Problem (reduces # of calls)› Change Management (reduces # of incidents)› Service Level Management (prioritization)
12
drive
Workshop
Take out your hand-outs
Why make a Business Plan?
The Business Plan should › Describe current situation and the negative consequences› Describe the desired future situation and the future benefits
› Function as communication vehicle across departments
› Use Metrics = Calculate the values/improvements (including what-if-scenarios, depreciation, ROI)
14
Workshop: Building a business Plan
15
16
One Silo affects the other …
17
Disciplin focused Plan
18
19
Outstanding Questions?
› How to choose which discipline to start with?
› How to make your manager see the importance and invest?
› How much should you involve other departments?
› How do you involve the other departments?
20
