considering the customer experience- providing enterprise services
TRANSCRIPT
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Services from the Consumer Perspective
A common sense approach to IT/Business alignment
Copyright 2014 Thavron Solutions, LLC
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Credentials
• Me: Nan Braun• CEO Thavron Solutions• [email protected]/ @thavronsol / http://thavron.com/blog• Corporate IT – many roles- “hands” on to BRM to architecture• CTO, ontological modeling • Director, TBM Practice
• You?
Copyright 2014 Thavron Solutions, LLC
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Catalog & Asset
Management
Service Costing &
Billing
Product & Project
Management
Supplier / Vendor
Management
Service Portfolio
A Framework for Business Service Success
Copyright 2014 Thavron Solutions, LLC
Financial LifecycleProduct Lifecycle
TM
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Catalog & Asset
Management
Supplier / Vendor
Management
IT Service Management
Copyright 2014 Thavron Solutions, LLC
IT Component CatalogIncident management
IT Service CatalogIncident Prevention
Business Service CatalogCustomer Experience Management
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IT as a Service Provider
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IT as a Service Provider
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IT as a Service Provider
Copyright 2014 Thavron Solutions, LLC
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The Customer Experience : Then
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IT ? Here there be Dragons…
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The Customer Experience : Now
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What does this mean for customer experience?
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Service Costing mistakes that break the customer experience:
• Billing Consumers on actual costs when cost drivers are not scale-able
• Service units that are difficult to manage• IT Component Services vs. Business Services• Services with bad proxy allocations to the business• Pass Thru SLAs
Copyright 2014 Thavron Solutions, LLC
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COST MODEL DEPENDENCIES THAT DO NOT SCALE
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Here is what the customer is expecting….
Copyright 2014 Thavron Solutions, LLC
$750/month
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Here is what the customer is expecting….
Copyright 2014 Thavron Solutions, LLC
$600/month
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So when this happens…...
Copyright 2014 Thavron Solutions, LLC
$750/month
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And then this happens.….
Copyright 2014 Thavron Solutions, LLC
$650/month
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This should not be a surprise.
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How can this happen?
Copyright 2014 Thavron Solutions, LLC
$650/month
$600/month
VS.
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PC Service Cost Modeling
Copyright 2014 Thavron Solutions, LLC
GL Account 6879099
GL Account 6879123
GL Account 6879224
Service Desk
OnSite Support
PCs
PCXX23PCXX34PCXX45PCXX56PCXX67
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PC Service Cost Modeling
Copyright 2014 Thavron Solutions, LLC
GL Account 6879099
GL Account 6879123
GL Account 6879224
Service Desk
OnSite Support
PCs
PCXX23PCXX34PCXX45PCXX56PCXX67
1: 1 per PC
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PC Service Cost Modeling
Copyright 2014 Thavron Solutions, LLC
GL Account 6879099
GL Account 6879123
GL Account 6879224
Service Desk
OnSite Support
PCs
PCXX23PCXX34PCXX45PCXX56PCXX67
1: every up to 10 PCs
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PC Service Cost Modeling
Copyright 2014 Thavron Solutions, LLC
GL Account 6879099
GL Account 6879123
GL Account 6879224
Service Desk
OnSite Support
PCs
PCXX23PCXX34PCXX45PCXX56PCXX67
Tickets of type “PC” spread evenly
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Or This Can happen……
Copyright 2014 Thavron Solutions, LLC
Joe’s Windows Server : $400/month
Sue’s Windows Server : $400/month
Pat’s Windows Server : $400/month
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Or This Can happen……
Copyright 2014 Thavron Solutions, LLC
Joe’s Windows Server : $600/month
Pat’s Windows Server : $600/month
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TCO Service Costing:
Copyright 2014 Thavron Solutions, LLC
GL Account 68790992
GL Account 68791234
GL Account 68792244
DataCenter
Storage
Server hardware
SoftwareGL Account 68792254
Physical Server TCO
Virtual Server:
AAJoe123AASue225AAPat334$1200
$400/each
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TCO Service Costing:
Copyright 2014 Thavron Solutions, LLC
GL Account 68790992
GL Account 68791234
GL Account 68792244
DataCenter
Storage
Server hardware
SoftwareGL Account 68792254
Physical Server TCO
Virtual Server:
AAJoe123
AAPat334$1200
$600/each
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Exposing Actual Costs to Consumers is Dangerous
• Not all Cost components are on a 1:1 ratio• Unit rates are the most important number for a consumer• If you are doing showback or chargeback, calculate the
Consumer cost based on a fixed unit rate- not on actual costs. • Variance is for INTERNAL IT “run the business” decisions- not
for exposure to the external consumer.
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SERVICE UNITS THAT ARE DIFFICULT TO MANAGE
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Imagine if this happened……
Copyright 2014 Thavron Solutions, LLC
You can’t beat the price. It is only $1503 /
Horsepower per minute
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Please stop reporting/charging in units customer do not control…..
• Gigacycles• LPARs• PC CPUs• Compute cycles• luns• Etc…• Gb transmitted
Copyright 2014 Thavron Solutions, LLC
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How to deal with awkward consumption data:
• Unit conversion table in the model• Ignore the consumption data• Restructure the Service
Copyright 2014 Thavron Solutions, LLC
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IT COMPONENT SERVICES VS BUSINESS SERVICES
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Non-TCO Service Costing:
Copyright 2014 Thavron Solutions, LLC
GL Account 68790992
GL Account 68791234
GL Account 68792244
DataCenter
Storage
Servers
DatabaseGL Account 68792254
DataCenter
Storage
Servers
Database
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TCO Service Costing:
Copyright 2014 Thavron Solutions, LLC
GL Account 68790992
GL Account 68791234
GL Account 68792244
DataCenter
Storage
Servers
DatabaseGL Account 68792254
SAP
TimeEntry
Sharepoint
Servers
Applications
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SERVICES WITH BAD PROXY ALLOCATIONS
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Not what you expect when shopping…
Copyright 2014 Thavron Solutions, LLC
Shoe sale today: $5/Finger
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If you have to use a Proxy for consumption:
• Make it related….• At least make it scale in the same ratio as expected
consumption…
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PASS THRU SLAS
Copyright 2014 Thavron Solutions, LLC
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Subcontracting
• Not all IT Services are going to be provided by your in-house team
• There are a lot of times that it makes sense to buy, not build
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Typical SLA scenario
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Outsourced Service Provider
We can deploy new
Virtual Servers in 6
hours
What goes into the Service Catalog?
Virtual Servers: “We can deploy new Virtual Servers in 6 hours”
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What it actually takes to deploy a Virtual Server
Copyright 2014 Thavron Solutions, LLC
Business Request
Form
Request Received by BRM, vetted
Request Review by Architecture
Good ?No
Request put in Queue in Ops Team
OutSourced Service Provider Process
Virtual Server
Deployed6 hrs later
Yes
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Bringing Business to the Center
• To align and enable the business, IT must bring the business back to the center of what they do.
• Put yourself in your customer’s shoes before releasing Service Definitions and costing to them
• Business Value = Bottom line – Business Value= Order to Cash experience + Usage Value
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Discussion
Copyright 2014 Thavron Solutions, LLC
Follow up questions? Nan Braun
[email protected] 765.252.4509 / http://thavron.com /@ThavronSol
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Catalog & Asset
Management
Service Costing &
Billing
Product & Project
Management
Supplier / Vendor
Management
Service Portfolio
Leverage ITFM info: build your platform for Success
Copyright 2014 Thavron Solutions, LLC
Financial LifecycleProduct Lifecycle
TM