Service Management Capability Uplift - Granite Consulting

1

Service Delivery
–

your ticket to play

8
th

June 2011








Phil Williams

2

IT Operating Model

Service Management Process Maturity

•
3

•
Similar procedures followed by different people undertaking the same task.

•
No formal training or communication of standard procedures,

•
KPIs are not defined to measure process performance

•
Processes are defined at team level

•
No clear process ownership; roles & responsibilities are not identified

•
Success depends on heroic efforts of individuals

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Procedures are standardised and documented.

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Procedures communicated through training and followed at an individual’s discretion.

•
KPIs and metrics defined to capture process performance.

•
Processes compliance monitored and measured.

•
Processes under constant improvement.

•
Automation and tools used in a limited or fragmented way.

•
Processes refined to a level of best practice, based on the results of continuous
improvement and maturity modelling with other enterprises.

•
IT used in an integrated way to automate the workflow, providing tools to improve quality

•
Complete lack of any recognisable processes.

•
No recognition of issues to be addressed.

•
Non
-
Existent

•
Initial/ Adhoc

•
Repeatable

•
Defined

•
Managed and Measurable

•
Optimized

•
4

•
5

•
0

•
2

•
1

3

Current level of capability anecdotally assessed as a “< 2”, acknowledging that ITIL v2 processes exist in name across the en
ter
prise
however compliance / execution is not strong and success is supported by heroics.

Capability Uplift program is aimed at delivering level “3” capability consistently across Technology Services by 2012.


Change


Incident


Problem


Request


Event

As Is

Strategy

Design

Change

Incident

Problem

Request

Event

2011 Target

4

Functions & Processes

Service Strategy

•
Business Service

•
Market Space,

•
IT Policies & Strategies

•
Service Portfolio

•
Demand Management

•
Financial Management

Service Design

•
Service Level Management

•
Availability Management

•
ITSCM

•
Capacity Management

•
Information Security Management

Service Transition

•
Change Management

•
Service Asset & Configuration Management

•
Knowledge Management

•
Release & Deployment Management

Operations

•
Service desk

•
Operations Management

•
Operations Control

•
Facilities Management

•
Technical Management

•
Applications Management Lifecycle

•
Event Management

•
Incident Management

•
Request Fulfilment

•
Problem Management

•
Access Management

Continuous Improvement

•
Seven Step Improvement

•
Process Deeming Cycle & CSI Model

ITIL V3 Methodology

5

Service Strategy

•
Definition of Business Requirements

•
Determination of Market Space, IT Policies and Strategies

•
Specification of Service Portfolio

•
Demand Management

•
Financial Management

Service Design

•
Service Level Management

•
Service Catalogue

•
Supplier Management


•
Availability Management

•
Continuity Management

•
Capacity Management

•
Information Security management





Service Operation

Functions

•
Service Desk

•
Operations Management

•
Operations Control

•
Facilities Management

•
Technical Management

•
Applications Management Lifecycle

Processes

•
Event management

•
Incident Management

•
Request fulfilment

•
Problem Management

•
Access management

Service Transition

•
Change Management

•
Service Asset & Configuration Management

•
Knowledge Management

•
Release and Deployment Management

Continual Service Improvement

•
Seven Step improvement Process

•
Deming Cycle & CSI Model

6

Executive Summary
-

Approach and Methodology

•
Surveys

•
Interviews

•
Plan

•
Determine

•
Deliver


•
Conducted interview sessions on all six processes with IT staff at
POST


•
Reviewed existing process documents and workflows in the tool at
POST


•
Validated the interview sessions /AS
-
IS with SPOC


•
Validated OFI’s Prioritization criteria with POST

•
Improvement
Roadmap

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1

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2

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3

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4

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5

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6

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7

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8

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9

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10

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11

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13

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16

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20

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24

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26

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28

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30

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31

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33

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34

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35

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37

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38

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40

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41

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42

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43

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44

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46

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47

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48

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49

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50

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51

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52

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53

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54

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55

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56

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57

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58

•
59

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Engagement Plan with validated scope,
approach and deliverables

•
Analyzed the AS
–

IS processes at POST with
ITIL framework


•
Translated findings into Opportunities For
Improvement (
OFI’s
) and created process
improvement roadmap



But seriously…..

Sorry Guys,
only
joking
…..

……………….after all it is only 7:30

7

8

9

10

Coz that’s what we do….

We Deliver Service to organisations that are keen to leverage all
that IT has to offer to Improve their performance, make more
money or reduce risk.

Get it right and you’re a hero, stuff it up and you’re a zero,

One day you’re a Rooster, the next a
F
eather duster.


Service Delivery
–

Its your ticket to play!


Enjoy……………and good luck!



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