Service Delivery – your ticket to play

1. Service Delivery – your ticket to play 8th June 2011 Phil Williams

2. IT Operating Model

3. Service Management Process Maturity • 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 5 Optimized • Processes compliance monitored and measured. • Processes under constant improvement. • Automation and tools used in a limited or fragmented way. 4 Managed and Measurable • Procedures are standardised and documented. • Procedures communicated through training and followed at an individual’s discretion. • KPIs and metrics defined to capture process performance. 3 Defined 2011 Target As Is • 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 Repeatable 2 Strategy Design Change Incident Problem Request Event • Change • Incident • Problem • Request • Event • Processes are defined at team level • No clear process ownership; roles & responsibilities are not identified • Success depends on heroic efforts of individuals 1 Initial/ Adhoc • Complete lack of any recognisable processes. • No recognition of issues to be addressed. 0 Non-Existent Current level of capability anecdotally assessed as a “< 2”, acknowledging that ITIL v2 processes exist in name across the enterprise 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. 3

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

5. Service Strategy Definition of Business Requirements Determination of Market Space, IT Policies and Strategies Specification of Service Portfolio Demand Management Financial Management ITIL V3 Methodology 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 Design • Service Level Management • Service Catalogue • Supplier Management • Availability Management • Continuity Management • Capacity Management • Information Security management Continual Service Improvement Seven Step improvement Process Deming Cycle & CSI Model Service Transition Change Management Service Asset & Configuration Management Knowledge Management Release and Deployment Management

6. Executive Summary - Approach and Methodology Plan Determine Deliver 58 41 38 9 19 24 53 44 26 23 37 47 43 34 46 21 22 52 40 59 5 Process 42 6 51 48 People 18 56 31 50 Tools 1 8 3 7 28 49 54 12 Improvement Roadmap Surveys Interviews 4 16 30 10 33 55 2 35 57 • 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 • 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 11 20 13

7. But seriously….. Sorry Guys, only joking….. ……………….after all it is only 7:30

8. So what’s this game all about? Service delivery Architecture Strategy Incidents Staff Licensing Security Disaster recovery Help Desk Development Governance Change Infrastructure Suppliers Networks Projects Budgets

9. Why’s it so hard? Service delivery Standards Interfaces Response Times Availability Priorities Licensing Help Desk Futures Speed to Market Training people Support Legacies Costs Value Constraints

10. What makes it all work? You People Focus Buy in Service delivery Process Skills Tools Training Discipline Purpose Knowledge Structure Dedication Relationships Commitment Engagement

11. So why do we do it? 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 Feather duster. Service Delivery – Its your ticket to play! Enjoy……………and good luck!