Service Management Capability Uplift - Granite Consulting

wildlifeplaincityManagement

Nov 6, 2013 (3 years and 8 months ago)

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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


Procedures are standardised and documented.


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


1


2


3


4


5


6


7


8


9


10


11


12


13


16


18


19


20


21


22


23


24


26


28


30


31


33


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35


37


38


40


41


42


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46


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58


59


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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