Itil 2011wb

ITIL 2011 Update –

What’s New & What’s Important

Slide 1

ITIL® 2011 Update What’s new & what’s important

© itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 1

ITIL® 2011 Update What’s new & what’s important


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 2

ITIL IT IL 20 2011 11 • Updated overview – Chapters 1 & 2 identical in all volumes

• Input/Output Input/Output all lifecycle stages • Common structure – All books – All processes

• • • • •

Functions clarified Roles clarified Most content remains unchanged Some content moved to more rational locations New processes – – – –

7-Step Improvement (CSI) Design Coordination (Service Design) Strategy Management for IT Services (Service Strategy) Business Relationship Management (Service Strategy)


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 3

Univers Uni versal al Cha Change ngess • Chapters Chapters 1 & 2 standard standardized ized (the rest “kind “kind of” standard standardized) ized) – – – –

Purpose, goals & objectives Scope Business Value Etc.

• Process standardized – – – – – – – – –

Purpose, goals & objectives Scope Value Value to the business Policies, principles & basic concepts Process Activities Triggers, Inputs/Outputs & Interfaces Information Critical Success Factors (for the process) Challenges & Risks (when implementing)


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 4

e Continual Service l c Improvement y c e f i L © itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 5

Continual Service Improvement • In a nutshell – New Terms • CSI Register

• New Process – 7-Step Improvement Process

• New or Expanded Roles • Process Owner • Process Manager • Process Practitioner

• What’s important – 7-Step implements PDCA – CSI Register central to controlling improvement opportunities


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 6

s s e c o r P

7-Step Improvement Introduction Topics Discussed Introduction Purpose, Goals & Objectives Scope Business Value Policies, Principles & Concepts Activities


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 7

Introduction

Strategy

Design

Improve • Seven Step Improvement Program

Operation

Transition


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 8

Purpose, Goals & Objectives • Purpose – Define & Manage the activities necessary to identify, define, gather, process, analyze, present & implement improvements

• Goals – Integrate with other lifecycle processes to improve • IT Services • Processes

• Objectives – Identify improvement opportunities – Ensure optimized, cost effective service delivery – Identify measurement & reporting needed to support improvement – Continually review and match achievements to requirements – Match & review measurements to desired outcomes


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 9

Scope • All Service Provider’s – IT Service offerings – IT Service Management processes

• Includes; – Analysis of performance & capabilities • Partners • Technology

• Continual alignment Service Portfolio – Current & future needs – Exploitation of new technology

• Organizational structure – – – –

Capabilities Functions Roles Skills


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 10

Business Value • Ensures desired business outcomes are met – Current – Future

• Ensures continual assessment – Capabilities – Performance

• Continuously seeks – Improvement opportunities Strategic Business

Strategic IT

Benefits

Process

Operational

Capability © itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 11

Policies, Principles & Concepts • Policies – Establish monitoring requirements – Ensure data integrity – Ensure reporting consistency – Clearly define Service Levels & Targets – Establish process CSFs & KPIs

• Principles – Compare services to completive offerings – Review services in the context of new technology

• Concepts – Adopt CSI as proactive – Integrate across the ITSM Lifecycle – Define staffing tools required to support CSI


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 12

7-Step, Activities, Methods & Techniques

1. Strategy for Improvement 7.

2.

Implement

Define Measurement

Improvement

The 7-Step Improvement Process

6.

3. Gather

Present & Use Information

Data

5.

4.

Analyze Information & Data

Process Data


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 13

Step 1 – Strategy for Improvement • Identify the vision – What is the intended achievement – What is the impact of inaction on the business – How can improved services improve business outcomes

• Analyze business & Service Provider strategy & plans • Revisit as needed


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 14

Step 2 – Define Measurement • Identify & Link – Vision, Mission, Goals & Objectives – Critical Success Factors – Service Level Targets – Staff Roles & Responsibilities

• Identify Data Collection Capabilities – Service Management Tools – Monitoring Capability – Reporting Tools – Query Tools – Modeling Tools

• Identify Data Sources – Processes, Procedures & Work Instructions – Reports & Databases © itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 15

Step 3 – Gather Data • Monitor – Detect Exceptions ( … is it down?) – Detect Resolutions ( … is it up?)

• Exhibit Flexibility to Accommodate Dynamic Needs – Avoid Being Overwhelmed by Data – Spotlight Approach – Enable Close Cooperation between CSI & SO

• Three Types of Metrics – Technology – Process – Service


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 16

Step 4 – Process Data • Establish processing frequency • Define data and output formats • Identify and implement required tools • Ensure Quality Assurance


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 17

Step 5 – Analyze Information & Data • Seek to identify trends – Positive & Negative

• Establish corrective action requirements • Ensure conformance to plan • Meet established targets • Identify structural problems • Determine financial impact of service gap


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 18

Vision to Measurement

Vision Mission Goals Objectives CSF KPI Metrics Measurement


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 19

Step 6 – Present & Use Information • Turn information into wisdom • Business Process Owners • Service Owners • Management – Business & IT

• Internal IT – Plan – Coordinate – Schedule – Identify incremental improvement


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 20

Service Level Agreement Monitoring Chart SLAM Chart Period

JAN

FEB

MAR

APR

MAY

JUN

JUL

AUG

SEP

OCT

NOV

DEC

Target

A B C D E F G H • Target Achieved • Target Threatened • Target Breached


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 21

Step 7 – Implement Improvement • Take action – Optimize – Improve – Correct services

• Implement via Service Lifecycle – Strategy – Design – Transition – Operations


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 22

e l Service Operation c y c e f i L © itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 23

Service Operation • In a nutshell – Better defined inputs & outputs – Operational activities of other process moved to other processes

• New Process – None

• New or Expanded Roles – None

• What’s important – Optimizing service operational performance – Service Operation’s expanded involvement across the lifecycle


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 24

e l Service Transition c y c e f i L © itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 25

Service Transition • In a nutshell – – – –

Optimizing ST performance metrics Clarification of the “management perspective” Expansion & clarification of Change Management Application Management and Application Development

• New Process – None


• What’s important – Expansion of Change Management • Emotional cycle of Change • Managing organizational change • Organization/people and sourcing

– Integrated approach to ST


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 26

e l Service Design c y c e f i L © itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 27

Service Design • In a nutshell – – – – –

Coordination of design resources Alignment with non-ITIL functions Clarified Five Aspects of Design Service Portfolio Design Clarified Service Catalog Terminology

• New Process – Design Coordination


• What’s important – Service Design coordination capability • Organizational capability • Coordination of individual service designs

– Business & Technical catalogs name change © itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 28

s Design Coordination s e Topics Discussed c Introduction Goals & Objectives o Purpose, r Scope Business Value P Policies, Principles & Concepts Activities


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 29

Introduction • Design Coordination • Service Catalog Management • Service Level Management • Availability Management • Capacity Management • Continuity Management • Security Management Design • Supplier Management

Strategy

Improve

Operation

Transition


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 30

Purpose, Goals & Objectives • Purpose – Ensure Service Design goals & objectives are achieved

• Goals – Coordinate Service Design activities & processes

• Objectives – Ensure consistency of the Service Design stage – Coordinate design activities across projects, changes, etc. – Plan & coordinate resources & capabilities – Produce Service Design Packages (SDP) based on the service’s charter – Manage quality criteria, requirements between SD and SS & ST – Improve SD activities & processes – Ensure the adoption of a common standard of design practices


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 31

Scope • Assist & support projects & changes – Service Design – Service Transition

• Maintain policies & guidelines • Plan & forecast resources for SD activities • Coordinate, prioritize & schedule SD resources • Review, measure & improve SD performance – Activities – Processes

• Ensure utility & warranty requirements are addressed • Ensure production – Service Designs – Service Design Packages © itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 32

Value to the Business • Improve probability of achieving intended business value – Projects – Changes

• Reduce costs associated with reworking design issues • Support higher levels of customer & user satisfaction • Ensure architectural consistency • Focus on value & achieving desired business outcomes • Improve efficiency & effectiveness – Service Design activities – Service Design processes

• Improve design agility & quality


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 33

Policies, Principles & Concepts • Policies – Adhere to enterprise standards & conventions – Ensure governance & regulatory compliance – Establish standard • • • • • • •

Document templates Documentation plans Training plans Communication & marketing plans Measurement & metric plans Testing plans Deployment plans

– Establish conflict resolution for design resources – Establish cost models

• Principles – Balance & prioritization – Program & project integration © itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 34

Activities • Overall design process activities – Macro Design Coordination (high level process stuff) • Define & Maintain policies and methods • Plan design resources & capabilities • Coordinate design activities • Manage design risks & issues • Improve Service Design

• Individual design activities – Micro Design Coordination (low level “instance” process stuff) • Plan individual designs • Coordinate individual designs • Monitor individual designs • Review designs & ensure handover of SDPs


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 35

Design Coordination Overview Overall Design Coordination Activities Define Policies & Methods

PlanResources & Capabilities

Coordinate Design Activities

Manage Ris k & Issues

Improve Service Design

Design Coordination Process **

Process

Process

Process

Process

Process

Process

Service Catalog Management

Service Level Management

Information Security Management

Capacity Management

Availability Management

ITSCM

Process Supplier Management

ISMS ** The Design Coordination process supports common bi-directional information flows among Service Design Activities & Processes.

CMS

The Service Design processes support the design of appropriate and innovative IT Services, including their architectures, processes, policies and documentation to meet the current and future business requirements.


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 36

Overall SD Lifecycle Activities • Define & maintain policies & methods • Plan, design resources & capabilities • Coordinate design activities • Manage design risks & issues • Improve Service Design

Overall Design Coordination Define

s e s n s g i e s c e o r

P D e & c i s v e r i e t i v S i t c A

Resource

Coordinate

Risk & Issues

Improve


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 37

Individual Design Activities • Plan individual designs • Coordinate individual designs • Monitor individual designs • Review designs & SDP handover


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 38

e l Service Strategy c y c e f i L © itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 39

Service Strategy • In a nutshell – Clarified Service Strategy concepts – New processes

• New Process – Strategy Management for IT Services – Business Relationship Management


• What’s important – Business Relationship Management & SLM – Clarified concepts in Strategy Management for IT Services


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 40

s s e c o r P

Service Strategy for IT Services Introduction Topics Discussed Introduction Purpose, Goals & Objectives Scope Business Value Policies, Principles & Concepts Activities


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 41

Introduction

• Strategy Management • Service Portfolio Management • Financial Management • Demand Management • Business Relationship Management

Strategy

Design

Improve

Operation

Transition


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 42

Purpose, Goals & Objectives • Purpose – Articulate how a Service Provider will enable an organization to achieve its desired business outcomes

• Goals – Establish decision making criteria & mechanisms – Optimize effectiveness & efficiency in IT services management

• Objectives Analyze internal & external environments Identify constraints Agree on perspective Establish position Produce & Maintain strategy plans Ensure translation of strategic plans to tactical & operational plans – Manage changes to IT services strategy – – – – – –


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 43

Scope • Business & IT executives – Objectives, methods & resource prioritization

• Cascading strategy across business units – Strategic to tactical to operational

• Define & execute strategy to meet customer’s business objectives

The success of any organization’s business strategy is dependent all of the subsidiary business units aligning their respective strategic plans with it. In the case of the IT Service Provider’s organization that includes not only the strategy to achieve overall organizational capability, but also individual strategies for each of the IT Services it offers

Business Strategy

IT Strategy

Other Business Units


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 44

Business Value • Articulate organizational objectives • Defines how strategic objectives will be achieved • Ensures resources & capabilities are aligned • Ensures stakeholder representation • Ensures IT Service Providers have the right set of services in the Service Portfolio • Enables the customer to articulate their needs • Enables a balanced approach to managing – Resources – Capabilities – Investments


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 45

Policies, Principles & Concepts • Establish a generic model for service strategy – Define – Execute – Measure

• Service Providers – External – core to organizational strategy – Internal – provides tactical support for organizational strategy

• Provide direct feedback to executive management – Inadequate funding – Lack to required capability – Conflicting priorities


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 46

Activities • Strategic Assessment • Strategy Generation • Strategy Execution • Measure & Evaluate • SM for internal Service Providers

SM for IT Services Assessment

s e i y t i g v i e t t c a r A t r S o s e f e c c i i v v r r e e S S T I

Generation

Execution

Measure & Evaluate

Service Provider


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 47

Formulating Service Strategy

Strategic Assessment

Strategy Generation, Evaluation & Selection

Determine Perspective

Analyze External Factors

Form a Position

Vision

Policies

Service Strategy

Establish Objectives

Plans Craft a Plan  Service

Analyze Internal Factors

Portfolio

 Requirements

Adopt Patterns of Action

Measurement & Evaluation

Continual Service Improvement

Actions

Service Design Service Transition o Service Operation o o

Measurement & Evaluation


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 48

s s e c o r P

Business Relationship Management Introduction Topics Discussed Introduction Purpose, Goals & Objectives Scope Business Value Policies, Principles & Concepts Activities


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 49

Introduction

• Strategy Management • Service Portfolio Management • Financial Management • Demand Management • Business Relationship Management

Strategy

Design

Improve

Operation

Transition


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 50

Purpose Goals & Objectives • Purpose – Establish & maintain a business relationship

• Goals – Understand customer & needs – Meet customer IT Service needs – Establish boundaries for expectations, capabilities & costs

• Objectives – – – – – – – – –

Understand customer perspective Ensure customer satisfaction Establish & maintain useful relationship with the customer Identify changes in customer’s environment & their impact Monitor technology trends and potential impact Ensure Service Provider is meeting customer’s needs Ensure services and service levels deliver value Mediate conflicting requirements Establish formal feedback mechanisms © itSM Solutions Publishing, LLC – All rights reserved

_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 51

Scope • All business outcomes • Use & usage of current IT Services • Quality of service of delivered IT Services • Technology trends • Future service optimization • Service Provider representation


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 52

Business Value • Ensure the Service Provider – Understands customer needs – Meets business needs

• Facilitate business & Service Provider communication • Provide conflict resolution • Focus on customer satisfaction • Improve the probability that service levels & targets are met

Conflict Resolution Communicate

Customer Satisfaction Meet Service Targets

Understand Needs

Service Provider

Business Customer


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 53

Policies, Principles & Concepts • BRM & Business Relationship Manager • Customer portfolio • Customer agreement portfolio • Customer satisfaction • Service requirements • Strategic relationships


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Slide 54

Customer • Manage the opportunity • Request for Change (RFC) • Other types of requests • Feedback

Customer BRM Process Initiation

BRM Process

Service Provider


_____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________ _____________________________________________________________________________________

Itil 2011wb

Recommend Documents