Introduction

1. Introduction Assessment & Improvement of ICT Services/ICT Service management Nynke de Vries

2. A&I = Consultancy • Focus: improving the results and quality of IT Services/ICT Service Management from a business perspective • ICT Management: supervising, managing and improving the ICT- infrastructure • ICT: a means of reaching business goals

3. A&I content • In a concrete situation • Organization where you did your internship, IVK or EVK business • based on an analysis of business dependency of ICT • Impact analysis, risk analysis, users analysis • and an assessment of the current ITSM • 0-measurement • CMM level • using a process approach • ITSM lemniscaat • with ITIL/ASL/BiSL as reference model • giving advice to improve IT services and IT Service Management • Infrastructure, information provision, processes, organisation • Metrics • Costs

4. Activities • Weekly in class • theory (teacher), practice of techniques if needed, presentation and discussion(students) • Weekly individual • assignments, reading preparation • Final product • Advisory report with research, analysis and concrete recommendationsturned in in week 10 at the latest • Requirements for 3 – 6 ECTS • Report • Reviewed on relationship between analyses and advice • 1 presentation • Credits (max 3 ECTS for the course A&I, surplus assigned as project-points) • Report is based on a minimum of 2 business processes (3 ECTS) • Report is on more business processes (extra credits) • Implementation of advice (extra credits) • ASL of BiSL is used as reference model (extra credits)

5. History IT 60s – 80s consequences for management • 1960s – 1970s: routine work • Batch processing • Focus: improvement of design and structure of IS • 1980s: everyone wants the latest IT • Personal computer • Local networks • Focus: New products or replace products • Increase of automation budgets • Quality becomes an issue

6. History ICT 90s consequences for management? • 1990s: critical look at IT • Demands from technical point of view • Demands of users • Demands of management • Internet development • Demands for reliability, performance, security • Complaints about IT(management) and IT services • New concept: client and provider • IT management prevents innovation/development in business?!

7. Trends in IT disciplines Information architecture professionality Information planning Functional management System development Application management Technical management time

8. ITSM: a discipline? • Known: Information engineer • knows methods and techniques for System Development • New: Information manager • Need: methods and techniques for management • Familiarity and insight with management of IT  • How about governance, compliancy, performance and Business IT alignment? • extension in study of IT • IT Engineer to IT (service) manager • Latest developments: • Methods: ISPL, ITIL, COBIT, IPW, MOF, etc • besides ITIL, there is also ASL and BiSL • governance and architecture, strategic questions

9. Methods & Techniquesprocess versus project • Engineer is project oriented • Every project is unique and once only • Clear beginning and end • Phases: definition, design, build, implementation • Quality improvement: emphasis on product • Manager is process oriented • Structural character • Plan, do, check, act • Quality improvement: emphasis on process

10. Methods & Techniques • Since the nineties • ITIL, ASL (2001) and BiSL (2005) • MOF Microsoft Operations Framework • IIM Information Infrastructure Management (TU Twente) • ITPM Information Technology Process Model (IBM) • and for quality: CMM of Six Sigma • For the strategic level (IT Governance) • COBIT, VALIT

11. In this course • You will use • CMMi • BiSL or ASL or ITIL

12. IT Infrastructure Library

13. Applications Services Library

14. Business Information Services Library

15. Topics • BITA, Governance, architecture (compliance, performance) • Cost reduction ICT (ROI, TCO) • Integration ITIL and ASL (suppliers) and BiSL (client) • Management and control of undocumented systems (legacy-problem) • Security and availability (7*24*52) • Outsourcing, insourcing, co-sourcing, off-shoring, near- shoring, right sourcing and right shoring • Centralisation or decentralisation (result responsibility) • Process-oriented = procedure-oriented or result-oriented? • ….

16. Why is quality important? • Dependent on ICT • Complexity of ICT • Financial means • 20% development, 80% management / maintenance! • ICT-management should be: • Service-oriented • Client-oriented • Competitive (question of out-sourcing!) • Market of system development and Service Management collide • Adaptable and manageable systems • Change and stability both important • (ISO) certification

17. Trap or quality • Don’t: Bureaucracy • Management for management’s sake • Redundancy (management of management…) • Creating paper without results • Culture of settling accounts • Do: Business IT Alignment • Balance between results and costs • Quality of IT services • Quantify and justify • Balance between change and stability

18. Lemniscate customer SLA Service provider Making and controlling agreements Turning agreements into processes

19. Problems? • Still problems after introduction of ITIL? • ‘specify and quantify’ only once • ‘design and implementation’ follow- through • After ‘tracking and oversight’ only ‘internal’ evaluation and adjustment ► Left under loop is not taken • Consequence: ITServices are no longer aligned to the business • Where is the problem / did it go wrong?

20. GAP-model Expected service delivery GAP 5 Client Experienced service delivery Service delivery GAP 4 Communication with the customer GAP 3 Design and standardization of service delivery Provider GAP 1 GAP 2 Experience of the service provider of expected service delivery

21. GAP-model Expected service delivery GAP 5 Customer Experienced service delivery Service delivery GAP 4 Communication with the customer GAP 3 Design and standardization Of service delivery Service provider GAP 1 GAP 2 Experience of the service provider of the expected service delivery

22. ITSM, what to do? • Work according to the lemniscaat • Compare the circle of Deming P D improvement A C assurance

23. Start at the B of BITA • Business • Name, branch • Mission, Goal, Strategy • Products/services • Organization chart • Business processes • (controlling business processes) • Primary processes • Secondary processes

24. Business and ICT • Which IT services (applications and information systems) support the business processes • Specificy by business process • In which IT-infrastructure • Network? Internet/intranet? Servers? PC’s? OS? NOS? • C/U matrix IT services : • Who (department or function) uses which application or IS? (type of customers) • How? Create or Use (type of use)

25. Models, techniques • Organization chart Directie KZ PZ Name Name Name Title Title Title

26. FINANCIAL ADMINISTRATION HRM secondary processes SECRETARIAL ADMINISTRATION IT SERVICE MANAGEMENT SERVICE processes primairy purchase production control sales storage design ... Process model Porter

27. Business process model Porter, variation Control processes operational / tactical / strategic Primary processes production assembly storage transport sales purchase Secondary processes marketing, research, development, P&O, secretarial administration

28. Infrastructure

29. Create/use matrix

30. Things to do • Decide which business you will study, turn in to instructor • In principle individual, maximum of 2 • Sign up for presentation • Start with advisory report

31. Chapter 1 The organization • The organization or the client • Name, branch • Mission, Goal, Strategy • Products / services • Organization chart • Processes • (Control) • Primary • Secondary • IT services • Which IT service services which business proces • ICT infrastructure • C/U matrix