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IT Service Management Program (IT SMP) Roadmap

IT Service Management Program (IT SMP) Roadmap. Cindi Locker IT Service Mgmt. Program Mgr. Progressive Insurance Greater Cleveland LIG: 06/21/2007. Presentation Objective. Provide practical, descriptive guidance on an approach to:

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IT Service Management Program (IT SMP) Roadmap

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  1. IT Service Management Program(IT SMP) Roadmap Cindi Locker IT Service Mgmt. Program Mgr. Progressive Insurance Greater Cleveland LIG: 06/21/2007

  2. Presentation Objective • Provide practical, descriptive guidance on an approach to: • Empower internal, process owners, managers and process experts to develop and obtain approval to a implement an ITSM Roadmap recommending • incremental (quick win / quick hit) change across all (11) ITIL disciplines concurrently

  3. Agenda • Roles / Responsibilities & Rules • Management Framework • Guiding Principles • Assessment • Goal • Method • Timeline of Accomplishments • Approach • Results • Levels of Process Maturity • Opportunities • Implementation • Goal • Recommendation • Phase 1 Deliverables • Where Are We Now

  4. Roles & ResponsibilitiesManagement Framework SPONSORSHIP LEADERSHIP, VISION STRATEGIC PLANNING Program Manager Steering Committee Board of Directors Solution Development, Delivery & Deployment Solution Development Teams Project Management Solution Delivery & Deployment Teams Strategic & Tactical Management of Change Training ....with varying levels of control, players and responsibilities…

  5. Guiding Principles • ITIL: We will use ITIL as a guide as we develop our Service Management Program. Our goal is to follow their recommendations. We will try to keep deviations to a minimum. • Pace: We will manage culture change, increasing and changing demands of the business, and maintain momentum through the execution of quick win, quick hit projects, at a steady pace meeting committed dates. • Resources: We will release and empower the necessary and appropriate existing staff on a full or part time basis to design new processes and procedures in accordance with the Roadmap. • Sponsorship: As sponsors of the program, we will: • Ensure department wide awareness of strategic goals • Encourage and support involvement at all levels of the organization • Implement changes to the organization structure if needed • Hold people accountable for completing tasks and adhering to standards and guidelines • Organizational Independence: We see our roles as providing the guide rails in which organizations can move independently yet still honor the concept of being virtually the same. • Simplification: We will leverage industry best practices and solutions where possible. (Never start with a blank page, avoid the trap of thinking we have unique needs.) We will look to retire existing processes were applicable to meet an overall goal of administrative simplification.

  6. Guiding Principles – Continued • Data (Integrated & Quality): We will promote the correlation of data across Service Management modules/disciplines. We will build systems and processes that insure data quality. • Systems of Record: We will enforce no duplication or creation of redundant data and recognize one source of information for official reporting. If there are deficiencies in that source, we will work to correct the problem. • Process Ownership: We recognize the need for identifying process owners. • Team Work: We hold ourselves accountable to widespread sharing of all information, best practices, and opportunities in support of our common goal of continuous improvement. • Continuous Improvement: We recognize Service Management as a continuous improvement program. • Compliance: We are committed to assuring compliance to the program. • Enterprise Solutions: We will invent and build IT wide solutions and responsibly communicate those decisions. • Temporary Solutions: Temporary solutions are acceptable. However, all or portions of the temporary solution may need to be redone when an enterprise approach is implemented through the Service Management Program. Although the temporary solution is not preferred, it would solidify the areas requirements as they would have actual experience with their approach.

  7. AssessmentGoal • An Objective ‘Look in the Mirror’ • Factual Audit / Investigation • Strengths (What We Do) • Opportunities (What We Can Do Better) • Realistic Conclusion • Current Level of Process Maturity

  8. Assessment Method • 11 ITSM Processes • 29 People • 11 Teams • 10 Leads • 3 – 7 Per Team • ‘Standard’ Assessment Guides • Questions Evaluating Existence of • 1.0 Prerequisites • 1.5 Management Intent • 2.0 Process Maturity • 2.5 Internal Integration • 3.0 Process Output • 3.5 Process Quality • 4.0 Management Information • 4.5 External Integration • 5.0 Customer Interface • ‘Standard’ Assessment Report Template

  9. AssessmentTimeline of Accomplishments 53 Calendar Days / 37 work days Round 5 Work Days 34 - 37 IT SMP BOD & Program Managers • Review Roadmap, Modify As Needed • Socialize Throughout IT Deliverable: Approved IT SMP Roadmap Round 4 Work Days 25 - 33 Program Managers 1 SS & 1 SD Team Lead • Integrate Service Support & Service Delivery Roadmaps Into 1 Deliverable: IT SMP Roadmap • Integrate 6 Service Support Roadmaps Into 1 • Integrate 5 Service Delivery Roadmaps Into 1 Deliverable: 2 Roadmaps (SD & SS) Round 3 Work Days 21 – 24 Program Managers & All Team Leads • 1st Meet w/ Team, Integrate Input • 2nd Team Lead Authors Report • 3rd Meet w/ Team, ID What Needs To Improve, Group, Prioritize. Deliverable: 11 Process Roadmaps Round 2 Work Day’s 11 - 20 Team Leads • Kick Off Meeting • Broaden ITIL Knowledge • Draft Assessment Input • Deliverable: Assessment Drafts Round 1 Work Days 1 - 10 All Team Members

  10. AssessmentApproach Round 1: Broaden ITIL Knowledge / Draft Input • Review • Glossary of Terms • Service Management / Reference / ITIL Glossary • Read • Applicable ITIL Process Book (Service Support or Service Delivery) • IT Service Management an Introduction Based on ITIL • ITIL Planning to Implement Service Management • Chapter 6, Section 6.1 – Critical Success Factors and Key Performance Indicators • Understand • Terminology • Relationships & Dependencies Other Service Management Processes

  11. AssessmentApproach Round 1: Broaden ITIL Knowledge/Draft Input (Cont) Each Team Member – Including the Leads • Read the Assessment Guide for the Process You Will Assess • Understand Level and Purpose of Process Maturity Dimensions • Complete the Guide Individually • Don’t Over-Rate or Under-Rate • Document ‘Specific / Objective’ Evidence • Avoid Words Such As • Sometimes • Want • Wish • Should • Could Deliverable • Assessment Drafts / Each Team Member

  12. AssessmentApproach Round 2: Integrate Input / Author Report Team Leads • 1st Schedule Meeting(s) With All Team Members Present • Integrate Input • Utilize Standard Assessment Guide • 2ndAuthor Assessment Report • Utilize Standard Report Format • 3rd Schedule Meeting(s) With All Team Members Present • ID What Needs to Improve Set a Time Limit for Debate / Lead Makes the Call • Group Opportunities Based on Dependencies • Prioritize Groups of Opportunities for Improvement (Project) Initiatives • Create ‘Process’ Roadmap Deliverables • Assessment Report • Individual Process Roadmap

  13. AssessmentApproach Round 2: Assessment Report (example) • Process Overview • Findings • Level 1.0: • Strengths [What We Do] • Opportunities [What We Can Do Better] • Level 1.5: Management Intent • Level 2.0: Process Capability • Level 2.5: Internal Integration • Level 3.0: Process Output Products • Level 3.5: Process Quality • Level 4.0: Management Reporting • Level 4.5: External Integration • Level 5.0: Customer Interface • Summary • Current Overall Maturity Level & # • What Needs to Be Improved • What Could be Improved

  14. AssessmentApproach Round 3: Develop Service Delivery & Support Roadmaps Program Managers & Team Leads Service Delivery • Integrate (5) Individual Service Delivery Process Roadmaps Program Managers & Team Leads Service Support • Integrate (6) Individual Service Support Process Roadmaps Deliverable • (1) Service Delivery Roadmap • (1) Service Support Roadmap

  15. AssessmentApproach Round 4: Develop IT SMP Roadmap • Assemble Roadmap Team • Program Manager: People & Process • Program Manager: Tool • (1) Service Delivery Team Lead • (1) Service Support Team Lead • Integrate • Service Delivery & Service Support Roadmaps Deliverable • IT SMP Roadmap

  16. AssessmentApproach Round 5: Approve IT SMP Roadmap • IT SMP Roadmap Review • Program Manager: People & Process • IT SMP Board of Directors • Modify As Needed • Based on Business Priorities & Resource Availability • Approve • Socialize Throughout IT Deliverable • Approved IT SMP Roadmap

  17. ResultsLevels of Process Maturity Initial: Process recognition, limited management activity; org places no importance, resources or focus. (Ad hoc or chaotic) Repeatable: Process recognition, little priority or resources; activities focus on process effectiveness but uncoordinated. Defined: Process recognition, but no IT wide acceptance: process ownership is in place, focus on efficiency and effectiveness. Reports & results stored for future reference. Managed: IT wide recognition & acceptance of process; has service focus. Is proactive w/documented, established integration with other IT processes. Optimized: Process has full recognition, strategic objectives & goals, aligned to overall strategic business / IT goals. Is ‘institutionalized’. ITSM Process Maturity – Based on 10/2005 Assessment Each level of maturity considers the following elements: Vision & Steering, Process People, Technology & Culture. [Diagram source: itSMF Planning to Implement Service Management ‘a companion to the IT Infrastructure Library pocket guide] Availability Capacity IT Service Continuity Problem Release Service Desk Level Change Financial Incident Service Level 5 Optimized 4 Managed Configuration 3 Defined 2 Repeatable 1 Initial Time

  18. ResultsOpportunities

  19. Implementation Goal Introduce Change in Phases. • Quick Wins / Quick Hits • Provide Immediate Benefits • Tactical Efforts With Specific Goals • Completed in Short Intervals (3-6 mths) Phase 1 • Demonstrate Management Commitment • Establish Process Ownership • Build ITSM Foundation / Prerequisites • Lay the Groundwork for Integration • Introduce Aspects of Common Process • Establish End State Visions • Accomplish Collaborative Approach • Begin Transformation of IT

  20. Implementation Recommendation Focus on all 11 ITSM processes concurrently • High Criticality Opportunities Only • (3) 6-Month Phases • Tactical Efforts, Specific Goals • Short Term Implementation Projects Within Each ITSM Process Logic behind the phases: • Compared to Constructing a Home • Phase 1: Foundations (laying the groundwork) • Phase 2: Framework (roughing in) • Phase 3: Final Walk Through (punch list / adjustments) Why all (11) ITSM processes at once? • It’s Recommended Because… • It’s Not About Individual Processes • It is About How They Work Together & Interact • A Process by Process Approach Would Require Re-Architecting • Breaks Down Silo Mentality • Pieces Implemented Within the Overall ITSM Strategy • Benefits and Gains Recognized as ‘Steps’ Toward the Future State ITSM Vision

  21. Implementation Phase 1 Deliverables – Service Delivery Availability Management • Establish standards / guidelines for availability requirements. • Define availability & unavailability from a customer perspective. Capacity Management • Establish Capacity Management Process Plans for Desktop & Servers. • Develop a performance management process for Telecom, Server & Client Support Groups. Financial Management • Define criteria & performance targets for Accounting, Budgeting & Charging measurements & improvements. • Develop a continuous Vs deadline driven budgetary process.

  22. Implementation Phase 1 Deliverables – Service Delivery IT Service Continuity Management • Include Continuity Planning concepts for continuous availability in Software Development Methodology (SDM). • Define criteria for when an incident becomes a disaster. • Define scope and hand offs for serious outages greater than a ‘site’ disaster. • Establish Operating Level Agreements (OLAs) around Continuity Planning responsibilities. • Define a Business Impact Analysis Process  tied to Service Level Management.

  23. Implementation Phase 1 Deliverables – Service Delivery Service Level Management • Define requirements for Service Level Management (SLM) process. • Define Vital Business Functions (VBFs), owners and customers. • Develop a Service Catalogue. • Obtain service level requirements (SLRs) from Vital Business Function customers.

  24. Implementation Phase 1 Deliverables – Service Support Change Management • Improve prioritization & categorization of business & technical requests and impact – tied to the business. • Redefine Change Advisory Board (CAB) membership, roles and responsibilities. • Conduct CAB meetings that include groups interested in application and business areas. • Redefine scope of request for change (change record  release management).

  25. Implementation Phase 1 Deliverables – Service Support Configuration Management • Define Configuration Management (CM) requirements. • Inventory data sources and tools. • Plan to resolve CM issues related to platforms, applications and process owners. Incident Management • Rollout and ensure compliance to the Virtual Incident Management (VIM) and Knowledge Management (KM) processes across IT. • Provide access to KM for Service Desk. • Develop a data mart and core set of IT management reports. • Appoint ‘new’ Process Owner and Analyst positions to ensure continual improvement, as well as, management of VIM Process training. • Establish Operating Level Agreement (OLAs) between Service Desk and Technicians for escalation.

  26. Implementation Phase 1 Deliverables – Service Support Problem Management • Develop a central repository and standards for classification for root cause and recording data. • Define IT Management reporting requirements. • Implement standard enterprise-wide Problem Management activities. Release Management • Define a repository and templates for enterprise-wide standards and policies. • Implement a formal Software Change Management (SCM) Process. Service Desk • Develop IT Management reporting focused on reducing call volume. • Establish formal IT Service Support process for new applications.

  27. Where Are We Now Resources Redirected to Non-Discretionary Tasks Due To • Major Compliance Initiatives • SOX – Sarbanes Oxley • PCI – Payment Card Industry • Opening of our 2nd / Remote Data Center • Opening and Migration of a New Print / Mail Facility Benefits of the Roadmap • People are more aware of the benefits of integration • They know their processes better • It is a strategic, process document that is & will continue to be referenced to make day-to-day, tactical decisions

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