Quality and IT Service Management

1. Quality and IT Service Management A Wipro Perspective

2. Agenda What we are hearing from customers Wipro’s Quality Journey Introduction to Quality Methodologies ITIL Six Sigma Lean Applying Quality to IT Service Management Reality Check

3. What we are hearing from customers • Do more with less • More predictability • More discipline

4. What does this mean to us? IT Factories • Convert the art of IT to repeatable predictable delivery through mature processes • Business IT Integration through planned execution and predictability • Apply Manufacturing best practices to IT

5. Wipro’s Quality Journey 59000 Employees 2006 26197 Employees LEAN initiated BS 15000 Certified 2004 16593 Employees 2003 CMMI Level 5 10500 employees ITIL Initiated 2002 PCMM Level 5 & TL9000 9626 Employees 2001 2000 9934 Employees CMM Level 5 5148 Employees 1998 ISO 9001 Certification 4195 Employees 1995

6. Process & Metrics Customer Satisfaction Possible to Improve in all dimensions while maintaining Customer Satisfaction and reducing costs

7. Introduction to Quality Methodologies: ITIL, Six Sigma and Lean

8. ITIL

9. What is Six Sigma Six Sigma is a disciplined, data-driven approach and a methodology for eliminating defects in any process -- from manufacturing to transactional and from product to service

10. Six Sigma Approach

11. Six Sigma & ITIL V3 Continuous Service Improvements

12. What is Lean ? • Expose & Remove Waste • Unlock capacity • Reduce Variability • Stabilize process, level load • Self-Organizing Process • Visual Delivery and Self-control

13. Types of Waste Extra Features, Features that no one uses Overproduction Building the wrong thing, waiting for FTP/copy etc Task Switching, walking, searching for info, manually done when it can be automated Partially done work, not released for further activity, Equipment/resource not working, Waiting for info../ work completion Documentation/unused artifacts, code that not part of final product, Unnecessary meetings Defects, Rework Patterns and solutions identified not implemented Lean categories Application to IT Transportation Motion Inventory Waiting Over-processing Defects Unused employee creativity

14. Lean: Wipro View Philosophy, Process, People & Partners* Base management decisions on a long term philosophy Create process flow to surface problems Use pull systems to avoid overproduction Level out the workload Stop when there is a quality problem Standardize tasks for continuous improvement Use visual control so no problems are hidden Use only reliable, thoroughly tested technology Go see yourself to understand thoroughly Make decisions slowly by consensus; implement rapidly Continuous organization learning thru Kaizen Grow leaders who live the philosophy Respect, develop and challenge your people and teams Respect, challenge and help your suppliers WT pioneers lean in SW services Monitoring & Control (7,11) Planning (2,3,4,10) Architecture (8,10) Design (2,3,9) CUT (2,3,5,6) System Test (2,3,6) UAT (2,3,6) * Liker, J. K. (2004). “Toyota way: 14 management principles from the world's greatest manufacturer”. New York, McGraw-Hill

15. Applying Quality to IT Service Management

16. Maturity and Management Challenge Value • IT as Strategic Business Partner • IT and Business Metrics Linkage • IT / Business Collaboration Linkage improves business Processes • Real-time Infrastructure • Business Planning Service • IT as Service Provider • Define Services, Classes, pricing • Manage Costs • Guarantee SLA’s • Measure and report service availability • Integrate processes • Capacity management Proactive Reactive • Analyze Trends • Set Thresholds • Predict Problems • Measure Application • Availability • Automate • Mature problem, • Configuration, Change, Asset performance Management Process • Fight Fires • Inventory • Desktop Software Distribution • Initiate Problem management Process • Alert and Event Management • Measure Component Availability (Up or Down) Chaotic • Adhoc • Un-Documented • Unpredictable • Multiple Helpdesks • Minimal IT Operations • User Call Notification 30% Level 5 Level 4 60% Level 3 Level 2 Level 1 Manage IT as Business Service and Account Management Service Delivery Process Engineering Operational Process Engineering Tool Leverage Source: Gartner; Adapted by Wipro

17. Proactive Service Management Proactive Upper Spec. Limit • Analyze Trends • Set Thresholds • Predict Problems • Measure Application • Availability • Automate • Mature problem, • Configuration, Change, Asset performance Management Process Lower Spec. Limit Pareto Charts Control Charts

18. Reality Check

19. Where are you on the maturity model?

20. Priority in technology investments

21. Quality Frameworks Reduced risk Improved productivity Reduced defects On-time/ on-budget delivery Better visibility Development Production support Maintenance & Enhancement & testing Flexibility Agile Efficiency Lean ITIL Direction Six sigma DSSS+ Six sigma Six sigma DMAIC DMAIC BS 15000/ COPC CMMI System ISO BS 7799 No single Holy Grail – Multiple Tested Quality Methods to bring predictability to IT 22