merit event - it service management
DESCRIPTION
Whether you're a one-man-band, a small to medium sized business or a large organisation, you need to take control of your IT before it takes control of you! • Do you know who to speak to if you have an IT problem? • How much do you spend on IT? • Do you think you value for money from IT? • Does IT deliver the service that you want OR do you have many manual workarounds? • Do you make complaints about IT? • What do the users¡ think of IT? • Are the IT services there when you want them? • Are you always running out of disk space? • Do you want to understand your IT costs? • Would you like to understand the quality of your IT services? • Would you rather: Learn by your mistakes? Or prevent them? In an attempt to answer these questions positively, MERIT has invited Richard Sharp, an ITIL Service Management Practitioner, of Ti ER 1 Ltd to present on how organisations of all sizes can ensure their IT supports the business processes to help the organisation meet its goals. Issues such as cost reduction, improved productivity, improved quality ¡V production and service, and inventory reduction will be addressed. Who should attend? This seminar would be relevant to anyone who has an interest to learn more about how IT can be managed effectively within their business to deliver the optimum level of service possible in order to assist the effectiveness and efficiency of the business.TRANSCRIPT
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