strategic alignmentof ict services

Microsoft PowerPoint - ITSM-gen-17n final LTD.pptxOperations Management
• what to do, given a certain
strategic roadmap and thus
responsiveness & be a
(RACI)
when:
ro fi
t C
e n
te r
fo cu

EEE-principle on transition projects from point A to point B
Quick-Win vs. Slow-Loss
Roadmap
programmes
Roadmap
projects
€ - FTE € - FTE € - FTE € - FTE € - FTE € - FTE € - FTE € - FTE € - FTE Roadmap Proj.
Impact (/yr)
€ - FTE € - FTE € - FTE € - FTE € - FTE € - FTE € - FTE € - FTE € - FTE Operational
Impact (/yr)
A
Roadmap
programmes
Roadmap
projects
Impact (/yr)
Impact (/yr)
Roadmap
programmes
Roadmap
projects
Impact (/yr)
Impact (/yr)
Opex Run cost .
t 0 1 2 3 4 5 6 1 2 3 4 5
Capex
Proj.
Invest
ment.
Opex Run cost
t 0 1 2 3 4 5 6 1 2 3 4 5
Invest
Opex Run cost
t 0 1 2 3 4 5 1 2 3 4 5
Capex
Proj.
Invest
ment.
ICT2 ICT3
E2E Services (service & process driven)
©IGMC
E2E USER APPLICATION SERVICES
SLA XaaS principle Scope
Service Level Requirements: • Availability
WAN + Internet
Voice ID &
⇒ Differentiating
DC Fac
Client Infra
Service & Operational Integrator
Classic vs. XaaS (cloud) ICT=property of Client ICT=property of Service Providers
Capex & Opex Opex only
DC Facilities
App’s App’s
A aaS A aaS
User Device Mgmt
Standard 95% availability calculation
Availability
Retroactive 95% availability calculation
Biz
©IGMC
Testing,
Installation &
Activation
Services
Purchasing
Std
Services
©IGMC
Strategic
Fit
Customer
Focus
User call notification
Service
CatalogSACI
MATURITY LVL1.1 MATURITY LVL1.2 MATURITY LVL1.3 MATURITY LVL1.4 MATURITY LVL1.5
Strategic
DML
©IGMC
User call notification
MATURITY LVL2.1 MATURITY LVL2.2 MATURITY LVL2.3
MATURITY LVL3.1 MATURITY LVL3.3
C S
Supplier Mgmt
Capacity Mgmt
Continuity Mgmt
Availability Mgmt
Security Mgmt
Knowledge Mgmt
T D M T D M T D M T D M T D M
ITSM processes cf. ITIL v3-2011 std lifecycle, process & roles stack
S
e
r
v
i
c
e
1
S
e
r
v
i
c
e
2
S
e
r
v
i
c
e
3
S
e
r
v
i
c
e
4
S
e
r
v
i
c
e
5
Lvl2 – WHAT & HOW TO IMPLEMENT: Client Constellation, Sourcing/Supplier constellation, (ITSM & Gov) Tooling, Processes, …
Lvl3 – APPLIED PROCESSES & GOVERNANCE: RACI, process flow, tooling interfacing & case exchange, Distribution & Consolidation
Lvl4 – TOUCHPOINTS of MSI vs. Client & Supplier sides : Service & product catalog, process & tooling workflow, special
service/SLA/OLA/UC agreements, …
Lvl5 – WORK INSTRUCTIONS: Service desk scripts, Support Org. & Process Interactions, Reporting,
Work Orders, Procedures, …
Activities/MSI TouchPoints Sub-Act/MSI MSI Case Exchange
Biz|S.I.|O.I.|OSP Biz|S.I.|O.I.|OSP Biz|S.I.|O.I.|OSP Biz|S.I.|O.I.|OSP
automated
manual
reporting
reporting
reporting
REFERENCE
Biz S.I. O.I. OSP Biz S.I. O.I. OSP
R A C I INC1a INC1b INC1c INC1d
C I R A INC2a INC2b INC2c INC2d
I R A C INC1a INC1b INC1c INC1d
R A C I APO01.1a APO01.1b APO01.1c APO01.1d
I R A C APO01.2a APO01.2b APO01.2c APO01.2d
C I R A APO01.3a APO01.3b APO01.3c APO01.3d
I C R A
I C A R
A R I C
WorkInstructions WorkFlow Orchestration Tooling Data
Biz|S.I.|O.I.|OSP Biz|S.I.|O.I.|OSP Biz|S.I.|O.I.|OSP
automated
manual
©IGMC
Biz ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑
S.I. ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑
O.I. ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑
OSP1 ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑
OSP2 ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑
3rdP ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑ ∑
RACI fi ltering R A C I C I R A I R A C
WORKLOAD DISTRIBUTION
Rol A Rol B Rol C Rol D Rol E Rol F Rol G Rol F Rol H Rol I Rol J Rol K
Activities/MSI
Act1
Act2
Act3
Sub-Act/MSI
Act4
Act5
C li
e n
t 1
O P
©IGMC
DEM FINQRCSPM
MSI
Quality mgmt & Continual Improvement
ESA
ACC mgt
KNL mgt CHG mgt
RLDP mgt TRS mgtSACi mgt
S.Cat. mgt
SUPL mgt
EVT mgt
# ICT Arch # ICT Anal
A.
B.
C.
D.
E.
F.
G.
arch
Release management is trailing to the change management process and
pursues the grouping and/or separation of executional changes or change
packages;
organisational, resource related, … nature;
into a fixed yearly calendar with predefined larger maintenance windows
throughout the entire DIAPP cycle/environments.
REM:
Service development
Inc idents
Processes
Service
Standaard ITIL cycle
©IGMC
EndUser
CSI
Deploy
C
L
I
E
N
+ off.std.
Autom.
Updates
Optional
Updates
S
T
R
A
T
T
A
C
T
Strategic
Direction
©IGMC
Transition
MSI Std
02/20152014
©IGMC
TCO
reduction
S
C
D
t
2014
IntegrationCli
Local
MSI Std
T
R
S
T
R
F
B
A
U
CSI
x
x
Special approach for TCO reduction w/ ltd TRS and w/o TRF & CSI
IntegrationCli
Local
MSI Std
à 0%
Special approach for TCO reduction w/ ltd & spread TRS and w/o TRF & CSI
02/20152014
IntegrationCli
Local
MSI Std

strategic alignmentof ict services

Documents