business relevance: itsm which delivers outcomes - simon kent, sollertis
TRANSCRIPT
Business Relevance
- ITSM which
delivers business outcomes
The state of the ITSM nation…
We’ve done a great job of utilising the ITSM tools for
Business As Usual
Service Desk
Incident ManagementRequest
Fulfilment
Event Management
Problem Management
Change ManagementCMDB
Service CatalogueSLA’s
IT Service ManagementBut then why
don't our business colleagues always see the value in our Business As Usual work?
What are we doing wrong?
There can be a better way…
Guidance
NEWopportunities to
demonstrate value
colleagues
Listen AdviseConsult
Business TechnologyConvergence
Business Outcome & Objectives Aware
Partnership
to our business
Improvement
Progressive
BIGthe
picture
IT’S TIME FOR IT
DEPARTMENTS TO ADOPT
A SMART ITSMAPPROACH
What’s in it for
YOU?ITSM suitable for 21st century SMART Business and SMART Society
Integral business partner - valued and revered by your business peers
Capitalise on existing investment in ITSM tools
Progressive Service Management delivering outstanding experience and value
Demonstrate Technology Leadership driving and enabling SMART Business
Business aligned Service Management capabilities to support IT as a Service
SMART IT Service Management
Business As UsualIncident Problem
Request Change
Service CatEvent
SLACMDB
5 Tenets
Business Relationship Management
Customer Experience Service IntegrationProcess Automation -
Lean ITContinual Service
Improvement
SMART IT Service Management
Business Relationship Management
ITIL 2011Service Strategy
BRM Role
NY based formed in 2013
10000 members
Business UnitsWho are we?
Where are the reporting lines? Who are the key stakeholders?
Capabilities
Colleagues Customer Experiences
Business Outcomes
Business StrategyStrategic Business Goals
Mid - Long Term
C-Suite Business DirectionWhere are we heading?
Business ObjectivesTactical Objectives
S.M.A.R.T
How are we going to achieve our strategic goals?
Action Oriented with Clear Outcomes
Defines
Executed By
Business Relationship Management
SMART ITSM
Business ObjectivesTactical Objectives
S.M.A.R.T
How are we going to achieve our strategic goals?
Action Oriented with Clear Outcomes
Business OutcomesBusiness Relationship Management
SMART ITSM
Business OutcomesBusiness Relationship Management
SMART ITSM
Business OutcomesBusiness Relationship Management
SMART ITSM
Unique ID
Current Status and Lifecycle
Business Objective Category
Linked Business Strategic Goal
Linked Business Sponsor and Business Unit
Business OutcomesBusiness Relationship Management
SMART ITSM
Business Objective Name
Time Bound
Business OutcomesBusiness Relationship Management
SMART ITSM
Service Portfolio & Catalogue
Configuration Items (CMDB) - Application
Portfolio, Process, Infrastructure etc
IT Projects & Developments
Link the Business Transformation and Portfolio Data
Business OutcomesBusiness Relationship Management
SMART ITSM
Link the Business As Usual ITSM Data
BAU Data
Searching
Incidents Service Requests Problems Changes
SMART ITSM
A Holistic - 360 degree view of the IT relationship with the Business Unit and Business Outcome
Business ObjectiveBusiness Unit
People
Business Goal
Services
Projects Incidents
Portfolio Catalogue
Requests Problems
CMDB
Changes
SMART ITSM
A Holistic - 360 degree
view of the IT relationship
with the Business Unit and Business
Outcome
Any Questions ?
SMART ITSM
Thank you!
Simon Kent
Chief Innovation Officer
+44 7769 210228
@kent2112
SMART ITSM