Using ITIL Maturity to drive Service Improvement Roger Faithfull Manager, Quality & Service Assurance Datacom Syst

1. Using ITIL Maturity to drive Service Improvement Roger Faithfull Manager, Quality & Service Assurance Datacom Systems Ltd

2. Quality & Service Assurance - Objectives • To ensure that all delivery functions consistently meet the outcome expectations of their customers by the application of best practice processes. • To ensure that Datacom is positioned to demonstrate to customers and prospects its use of, and adherence to, best practice processes in the delivery of Service Management.

3. Quality & Service Assurance - Role Provide effective ownership of governance and service improvement activities for IT services • Overall ownership and coordination of process service improvement initiatives. • Identification and creation of governance structures and audit programs. • Coordination and participation in defined audit activities. • Management of remedial plans arising from audit activity. • Coordinate and assist in the creation and maintenance of relevant process documentation. • Education and promotion of governance and process improvement activities.

4. ITIL • Adopted ITIL as basis for process development. • Goal to have all support staff ITIL Foundation certified. • Updated all process (service) documentation to align with ITIL and our own “Best Practice”.

5. The Cheshire Cat –Alice in Wonderland `Would you tell me, please, which way I ought to go from here?' asked Alice`That depends a good deal on where you want to get to,' said the Cat. `I don't much care where--' said Alice. `Then it doesn't matter which way you go,' said the Cat.

6. So how are we going to get there ?

7. Continual Service Improvement

8. ITIL V3 CSI is the fifth book but in my opinion it is the place to start.

9. The Deming Cycle • PLAN what you want to accomplish over a period of time and what you need to do to get there. • DO what you planned. • CHECK the results to see that the objectives were achieved. • ACT on the information.

10. ITIL V3 – Seven Step Improvement Process

11. My Simple Approach • Where are we now? • Where do we want to be? • How are we going to get there? • Are we there yet?

12. My Simple Approach • Where are we now? • Where do we want to be? • How are we going to get there? • Are we there yet?

13. Where are we now? Measure • SLA Achievement • Customer Satisfaction Surveys • Service Desk Statistics • ITIL Maturity • Benchmark

14. Where are we now? Measure • SLA Achievement • Customer Satisfaction Surveys • Service Desk Statistics • ITIL Maturity • Benchmark

15. How we use CAP • Covers all ITIL Services • Approximately 50 questions per Service • Across 6 dimensions • Vision and Steering • Culture • People • Process • Technology • Interfaces • 4 level rating scale

16. How we use CAP • We work with the GM of the accounts to agree a schedule of processes to be reviewed • Interviews with key staff are scheduled to answer the questions in the portal • Try to get a good cross section of staff including the operational teams, management, and the customer for some questions. • Review the evidence and systems that are in use to ensure they are doing what they say • Results are uploaded into the CAP and exported into an easy to read report. Report provides the scores against the CMMI 5 point score and displays this in a spider graph form by each measured dimension plus a list of recommendations for improvement

20. Where do we want to be? Goals • SLAs • Contracts • Management • Team • Incremental remember : Specific, Measurable, Achievable, Realistic, Time-bound

21. Where do we want to be? Goals • SLAs • Contracts • Management • Team • Incremental remember : Specific, Measurable, Achievable, Realistic, Time-bound

22. Example Goals

23. How do we get there? Action • Register • Prioritise • Projects • Just Do It

24. How do we get there? Action • Register • Prioritise • Projects • Just Do It

26. Are we there yet? Measure Again • SLA Achievement • Customer Satisfaction Surveys • Service Desk Statistics • ITIL Maturity

27. Are we there yet? Measure Again • SLA Achievement • Customer Satisfaction Surveys • Service Desk Statistics • ITIL Maturity

28. Results

29. Results

30. Benefits • Staff morale has improved. Staff have seen improvements in the way they operate and their skills have developed. • It has been the catalyst for establishing a formal Continual Service Improvement process and register. All the recommendations from the CAP reviews are now entered into the CSI Register and managed to completion so we’ve been able to improve the quality of service delivery • It has allowed Datacom to demonstrate to clients that • we have an independent process and mechanism for measuring our performance • where we score for the services we are providing, and • how we are improving • We are better able to understand the operation of the services and provide truly focussed recommendations

31. Thank You

32. + China, first business in April 2012 Introducing Datacom History FY12 Financials Revenue $788m, up 9% EBITDA $65m, up 1.4% PBT $40.4m, up 4% NPAT $25m, up 12% Capex $30m, equity ratio 41% Staff up 13% • 47 years • Private company • 10 year CAGRs: • Revenue 14% • Profit 10% People 4500 • One of top 10 IT services companies in Australasia *1 • Highest market penetration of local IT services companies *2 • Fastest growing IT service provider to Australian Government *3 • Number 1 supplier to applications development market *1 • Top ANZ locally-based cloud services provider *2 • Partner of the year: VMware, EMC, Cisco, TrendMicro, McAfee, Lenovo *1 IDC, *2 Longhaus, *3 Intermedium