iaitam 2011-itam final frontier

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Case Study:The Final FrontierWhen ITIL, ITAM and ITFM Combine

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Healthy Disregard of the Impossible

The Final Frontier

IAITAM 2011 Annual Conference & Exhibition

Scott Lemm, Global IT Asset Practice ManagerStefanini TechTeam

◦ CITAM, CSM◦ Public & Private Sector Efforts◦ Mid-Market and Enterprise Clients◦ Total Asset Management Approach

Value Based Business Service Management View ITIL Aware

◦ IAITAM Speaker since 2005◦ ITAM Industry Volunteer

ISO 19770 CODiE Judge MHEC Executive Board

Introductions

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Frontier Training◦ A View Forward◦ The Basics Explained◦ Case Introduction


The Final FrontierTopics

◦ ITAM as an IT Service Project◦ Building a Service◦ Integrating the IT Silos

◦ Service Valuation◦ Process Optimization

Are We There?◦ 4 Month ROI◦ Lessons Learned

Destination – The Final Frontier

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The Final FrontierA View Forward

IMAGINE

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Move IT visibility from a cost center to a revenue enabler

Accurately identify IT cost and IT value to both the Business and the Enterprise

Identify & Eliminate Inefficiency


The Final FrontierWhat Problem?

What Problem Are We Solving?

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The Final FrontierITAM – ITSM - ITFM

What is ITAM?

What is ITSM?

What is ITFM?

IT Lifecycle Management as it joins Financial, Contractual, and Inventory functions for physical and logical IT Assets

Delivery of IT to the Business. Includes the following areas: Configuration, Change, Release, Incident, Problem, Service Desk, and more…

Accurate and Cost Effective Stewardship of IT Services: Plan, Control, and Recover Costs

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The Final Frontier

RFC Changes

Approval

Service Request

Changes

Asset Incidents

Actual Assets

Surplus

Purchase Requests

Terms & Condition

s

Incident Management

New Assets

HR System

Financials

Procurement

Asset Data

Change Management

Purchase Orders/Vendor Feeds (ASN)CONTRACTS

Invoice & PO

Ownership Repository

Hardware , Software, Network

ITSM

ITFM

ITAM

SQL License

SQL PO

SQL Installation

SQL Instance

SQL Service Status

SQL IPC

SQL Service SLAs

SQL Vendor Management

ITAM – ITSM - ITFM

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The Final Frontier

SERVICE DESKRFC

Changes

SERVICE CATALOG

Approval

Asset Request

Changes

Asset Incidents

Actual Assets

DISCOVERY

ERP

Service Requests Incidents

Surplus

Purchase Requests

Fixed Assets

/ AP

Terms & Conditio

ns

Incident Management

New Assets

HR SystemFinancialsProcurement

User Data

Asset Data

Change Management

Purchase Orders/Vendor Feeds (ASN)

CONTRACTS

Invoice & PO

Ownership Repository

Hardware , Software, Network

ITAM – ITSM - ITFM

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The Final FrontierCase Introduction

Global Manufacturer of Food Products◦ Over $10 Billion in Revenue

◦ Over 75,000 assets

◦ Mature ITIL based IT Service Management Environment

◦ Tools: CA Service Manager, CA Spectrum, CA ITAM, Microsoft SCCM, SAP

◦ Mature ITAM IT Asset Inventory is identified in a shared repository IT Asset Costs are known and recorded in a shared repository Reporting is enabled Looking for Optimization

◦ Outsourced ITAM (Managed Service)

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The Final Frontier?

What Do We Do?

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Integration of People, Processes, and Technology Identify and Communicate with Stakeholders What Problem Are You Solving? Value, Value, Value Scope of Work: Roles & Responsibilities,

Resources, Deliverables, Timeline, Approval


The Final FrontierITAM as an IT Service Project

What Makes Up A Project?

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The Final FrontierBuilding a Service

Service Chunking

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Communicate with Stakeholders◦ Become the IT Shrink◦ Problems = Opportunities◦ Everyone Needs Data

Playing Politics◦ Identify the Motivators

Service Value Motivation Targeting Silo Value


The Final FrontierIntegrating IT Silos

Motivating IT

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ITAM Valuation – Assets◦ Know ALL of the related asset costs: Power, Network◦ Perform Recharge Audit

ITSM Valuation – IPC◦ 70 % of TCO occurs after the purchase◦ Time spent managing Incident, Problem, Change

Process Valuation – Cost of Performing a Service◦ Map the Process->Identify Timing->Time = $


The Final FrontierService Valuation

IT Asset Managers to the Rescue!

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Be The “Why”!◦ Why do we do it this way?◦ Consider Quality Service Management

Financial Management Reality◦ Decisions are based on $$

Getting to TRUE Total Cost of Ownership◦ Once you know process costs you can

identify/eliminate inefficiency


The Final FrontierProcess Optimization

Getting to the REAL VALUEProcess Valuation: Map the Process -> Identify Timing -> Time = $

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IT Recharge Audit - $3.5 Million◦ Missing Vendor Services◦ Missing “Other” Asset Costs◦ Missing TRUE Network Costs

3 Insource/Outsource analysis - $2.7 Million 1 Enterprise Service analysis - $1.1 Million Industry ITAM Value (Gartner) 10%-20%

savings to IT Budget in 1st Year

ITAM + Final Frontier 35%


The Final Frontier4 Month ROI

Proof is in the Pudding

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The Final FrontierLessons Learned

Not Overnight Maturity Level is important

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Not Overnight Maturity Level is important Executive Support is critical No magic tool – get dirty

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Not Overnight Maturity Level is important Executive Support is critical No magic tool – get dirty Open Mind – Don’t be a

stereotype

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Not Overnight Maturity Level is important Executive Support is critical No magic tool – get dirty Open Mind – Don’t be a

stereotype Value, Value, Value What Problem are we solving?

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The Final FrontierQuestions

?

iaitam 2011-itam final frontier

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