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Service: Assurance, Management & Evangelism. Joe Kennedy October 10 th , 2007. Agenda. Service Importance Service Strategy Availability Principles Architecture Process / Service Management Components Packaging Communication Summary. IT: Provides Business Context. *.
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Service: Assurance, Management & Evangelism Joe Kennedy October 10th, 2007
Agenda • Service Importance • Service Strategy • Availability Principles • Architecture Process / Service Management Components • Packaging • Communication • Summary
IT: Provides Business Context * IT’s struggle: Maintain the status quo • The majority of IT tasks lack business alignment. • SAME provides an opportunity to directly relate IT tasks to business success Utility 22% Enhance 22% Infrastructure maintenance & support 45% Frontier 11% Business needs: Drive the future *Ronnie Corville, Gartner Group: App Management, It’s not just a problem: http://www.gartner.com
Business: Opportunities • Profit • Business Optimization & tuning • Business Differentiation • Feedback Mechanism • Partnership building
Sales/Revenue Opportunities Profit • SLA Incentives & Penalties • Recent Survey*: • Penalties: 95% • Incentives: 25% • Support Classes • Platinum • Gold • Silver Business Differentiation • Additional Features • High Touch Service • Partnership Integration • Outsource Foundation • Virtual Call Center/Helpdesk • Higher Service Level • Supports Incentives *Gartner Research: Survey of Outsourcing Technology Service Providers, 3.2007; http://www.gartner.com
Examples: Differentiator, Optimization & Partnership • Determined set of Business Metrics to measure • Account opening • Time to close ticket • All transaction processing • etc. • Selected Operations tools providing raw data required for metric reporting • Each Vendor product had to provide sample data in format for metrics • Detailed interface specification for metrics created for each data point [..provide detailed analytics around the breakdown of Accounts and Assets, [list]… and Service Level Performance. The system is segmented in four main portals, accessible by both [internal] users and external clients. The Accounts and Assets view provides the user with a breakdown of accounts and assets across [list] both currently and historically…]
Optimization / Feedback Feedback / SLA Defense • Late client file arrival • Slow client processing times • Reverse SLA assurance Business Optimization • Processing by operator • Cost by operator / location • Cost by function Begin end
Strategy Service Management must be designed into all activities at the planning phase…
Define Metrics SLA/SLM Metric Data Point Location Monitoring Service Messaging Server Ticket System Logs Workflow System Log Monitoring Service • Application Availability • Transaction Response Time • Ticket Resolution • Account Opening • Application Response Time + Integration Inventory
Availability Principles “Service Levels start with Availability Planning and end in Kaizen…” “The best system in the world is worthless unless it’s available!” “If you haven’t planned for and determined your level of availability, don’t guarantee you can provide it…” 21 Availability Principles – 8 of them specifically feed into the planning and SLM processes [nodes, visibility, encryption/throughput, address spacing, logging, thread tracing, monitoring, general]
Management • Planning Process: Architectural Process • Business Application Code: size, complexity and maintainability • Determines SLA capabilities • Estimates maintainability / stability • Distributed Environment Assurance: complexity, data gathering, automation • How complicated is an individual system • How are the individual components connected • Code Control and Deployment • Monitoring • Gathering data on individual component availability/throughput • Gathering data on end to end “Systems Availability” – User View • Communication • Display of gathered Metrics • Feedback Mechanism
Architectural Process • Tools & Setup • Reporting / Dashboard requirements driven • Set at process beginning to ensure data availability • Analysis & Review • Shows success criteria at the Service Management level • Provides Dashboard Components • Uptime • Transactions • Response time *KI: The Architectural Process: http://www.doctropolis.com
Code Quality • Trends: identify areas of increasing complexity, specific high-risk modules, and prioritize them for testing and rework. • The volatility (or churn) of a production system’s code measures the change and potential risk conferred by maintenance and new development activities. • Volume: Illustrates size, cost of maintenance, represents the basis for defect density. • Growth signals growth in scope, and cost to test and maintain. *Source IQ: Graphs shown derived from a live, open source community project . This project is similar in scope and size to a multi-year effort by a global team to construct a robust, medium-scope, high-performance product.; http://www.sourceiq.com
App Server Admin: View suited to role Sys Architect: Tracks assets by location Environment Visibility • Enterprise view • View into unique applications • Visible integration
Configuration & Code Management • Shows rate of change/supportability • Feedback mechanism for Enhancement scheduling
Monitoring Information Creation
Metrics Internal • Availability • Processing Times • Improvement Oppy’s • Cost of Business • Conclusions • New enhancements may require redrafting SLA conditions • Some business apps may be less profitable • Some features may/not be more valuable than anticipated External • SLA Assurance • Conclusions • Reprioritization of open requests • Oppy’s for streamlining • New Enhancement Requests
Packaging • Providing an end to end view of the services you are providing to your customer. • Allowing customers to interact with the information you are providing. • Ticket Tracking • IM / Call Center • Immediate Information What’s That… I need Help… That’s Great !
Communication • Client Facing Extranets • Online Ticket & Resolution Tracking • Integrated Workflow Solutions • Information Sharing
Continuous Improvement Checklist • Collection • Partitioning • Segmenting by application • Reporting by application • Visibility • Allowing customers to see business application metrics • Allowing real/near real time reporting of SLA’s • Communication • Prioritization • Resolution • Kaizen
Summary • BSM Starts with Planning • Requires extensive attention to how to create & maintain a service level • Requires data from many disparate areas • Provides significant business information that produces multiple opportunities for improvement • Creates stronger synergies/bonds between suppliers & consumers • Cornerstone for continuous improvement
Contact / Questions Joe Kennedy Questions? Email: • joe@kennedyinnovations.com • joe_kennedy@statestreet.com Phone • 617.309.9585 • 781.888.9030 Thank You !!!