SESSION 201 Monday, November 2, 11:30am - 12:30pm Track: The Beginner's View

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1 SESSION 201 Monday, November 2, 11:30am - 12:30pm Track: The Beginner's View ITIL: Is It Useful for Small Companies? Michael Gill Manager, Application Support and Release Management, Kaiser Permanente Michael.L.Gill@KP.org Session Description In this session, you ll hear from a former start-up operations manager about how ITIL can and should apply to early-stage companies, as it does for more mature organizations. Discover why size doesn t matter and how there are more similarities between large and small companies than there are differences, especially related to customer-centric, process-based IT service support. Learn how to implement change management without spending any money, and how to anticipate growth by establishing business- and process-based support from the get-go. (Experience Level: Fundamental) Speaker Background Michael Gill is the manager of application production support and release management at Kaiser Permanente. Prior to that, he served as associate director of operations at Transcept Pharmaceuticals, Inc., enterprise configuration manager at Autodesk, Inc., and start-up operations manager at Renovis, Inc. Michael holds ITIL certifications in continuous service improvement (v3) and release and control (v2). He received his MBA from Saint Mary s College of California.

Transcept Pharmaceuticals, Inc. Former Enterprise Configuration Manager at Autodesk, Inc. Former Operations Manager at Renovis, Inc.

2 ITIL Useful for Small Companies? Michael Gill Kaiser Permanente ITIL is a registered trade mark of AXELOS Limited. Michael Gill Manager, Application Production Support at Kaiser Permanente (Benefits, Products, & EDI) Former Associate Director of Operations at Transcept Pharmaceuticals, Inc. Former Enterprise Configuration Manager at Autodesk, Inc. Former Operations Manager at Renovis, Inc. Former IT Manager at Chiron Corporation MBA, Saint Mary s College of California BA, Humanities, UC Berkeley ITIL Practitioner s Certificates in Release & Control and Continual Service Improvement

3 About Kaiser Permanente integrated Northwest 9.3 million members 17,000+ physicians Northern California Colorado Mid-Atlantic 49,000+ nurses 192,000+ employees Southern California 8 states + District of Columbia Georgia 38 hospitals Hawaii 600+ medical offices $53 billion operating revenue Nation s largest not-for-profit health plan Scope includes ambulatory, inpatient, ACS, behavioral health, SNF, home health, hospice, pharmacy, imaging, laboratory, optical, dental, and insurance Kaiser Permanente By the Numbers 4

Transcept Pharmaceuticals Founded in 2002 in the San Francisco Bay Area (Point Richmond) 45 employees, plus ~15 regular consultants Went

sublingual zolpidem, prn treatment of insomnia characterized by middle of the night awakening Standard MS Windows Client / Server Environment

7,000 Employees 450 IT personnel Offices throughout the world 3 international call centers 2005-2011 Transcept Pharmaceuticals, Inc.

4 Transcept Pharmaceuticals Founded in 2002 in the San Francisco Bay Area (Point Richmond) 45 employees, plus ~15 regular consultants Went public (Nasdaq: TSPT) February 2, 2009 Deriving new patient benefits from proven CNS (central nervous system) drugs Intermezzo : low-dose sublingual zolpidem, prn treatment of insomnia characterized by middle of the night awakening Standard MS Windows Client / Server Environment 22 servers, including virtual Michael s ITIL Journey Autodesk, Inc. 7,000 Employees 450 IT personnel Offices throughout the world 3 international call centers Transcept Pharmaceuticals, Inc. Employee #8 Started in one cramped office Became ~ 60 personnel in a 30,000 square foot, 2 building campus 2011 Kaiser Permanente IT Application Support Manager 192,000 employees ~6,500 IT employees plus vendor support world-wide

Perhaps planning to start a company of your own and hoping to be apply to leverage what you already know

5 So that s why I am here. But why are YOU here? Academic interest? Considering ITIL for your own company? Considering a career move? Perhaps planning to start a company of your own and hoping to be apply to leverage what you already know from ITIL in a larger enterprise? ITIL in a Small Company ITIL 300 / 30 / employees 30 IT personnel 3 locations Could ITIL benefit a 35 person organization with two IT support employees?

6 Companies of All Sizes Share Problems There is far more in common among companies varying in size than there are differences Business Computing in the 21 st Century Information Technology: fully integrated into the business.

7 Who is impacted? Everyone who depends upon a computer, a network, the internet. Problems abound in companies of all sizes. Technical environments: Inconsistent Lacking standards Unreliable Confusing Frustrating Expensive to support

Best Practices of ITIL can be useful in companies of all sizes What I learned in Autodesk s initial implementation of ITIL has applied to each subsequent position I held Incident vs.

lessons learned have applied to subsequent professional challenges.

8 Best Practices of ITIL can be useful in companies of all sizes What I learned in Autodesk s initial implementation of ITIL has applied to each subsequent position I held Incident vs. Problem Management Service Catalog Change Management Configuration Management Release Management Knowledge Management Establishing a culture of Continuous Improvement This talk will cover how these lessons learned have applied to subsequent professional challenges. 13 ITIL in a Small Company One key benefit: anticipate growth Mergers and acquisitions are frequently difficult because standard processes and practices have not been defined. The earlier a company sees IT support as an end-toend process rather than as a quick fix, the easier it will be to adjust these processes to dynamic business requirements. It s all about Service Lifecycle Management

9 ITIL in a Small Company Another key benefit: Business Continuity Planning Thinking about IT support in process terms, even at an early stage, creates the appropriate mindset for BCP Knowledge Management and an appropriate data backup process will facilitate faster time to recovery in the event of a disaster event ITIL in a Small Company But ITIL was not designed for a small company No precedent Overly bureaucratic Not enough IT people Technical tools expensive Metrics and measurements superfluous

10 No precedent.. Nothing in this collection of best practices to prohibit its application on a smaller scale More similarities than differences between large and small companies All need efficient, reliable operations Support personnel: customer focus Support should be process-oriented Incident vs. Problem Management Standardization Documentation Overly bureaucratic Common complaint The paperwork takes longer than the fix. However, documentation is critical to success Of processes Of problems Of service requests Of requests for change Of knowledge management entries Setting up these systems, habits, processes at the outset is MUCH easier than introducing them when the company is larger.

Not enough IT personnel to serve all ITIL roles Change Manager Configuration Manager Release Manager Problem Manager Service Manager Service Desk Technician Field Technician Others However, ITIL does

11 Not enough IT personnel to serve all ITIL roles Change Manager Configuration Manager Release Manager Problem Manager Service Manager Service Desk Technician Field Technician Others However, ITIL does not mandate that each of these roles be an individual s full time responsibility. In fact, even in a large company, it s common to have one individual assume several roles. Technical tools are too expensive $25,000 - $200,000 Investment far too steep for a small company However, expensive tools are not needed in a small company Spreadsheets Standard, common office software Off-the-shelf database products Inexpensive ITSM tools Bonus: By defining support processes early with any tool, the process of migrating at a later date to a more extensive system becomes very straightforward.

12 Metrics and measurements unnecessary. Everyone knows each other Everyone always knows what s going on Informal business culture Measuring delivery of service is important, no matter how small a company. Establishing benchmarks, seeing progress over time, and defining quantifiable success factors all provide important visibility into IT support trends. Metrics, a critical success factor If you can t measure it, you can t manage it.- Peter Drucker

Benefits of ITIL to a Small Company Anticipate growth Efficient operations with lean staff through Defining repeatable processes Viewing IT support as a series of processes Incident management Event

13 Benefits of ITIL to a Small Company Anticipate growth Efficient operations with lean staff through Defining repeatable processes Viewing IT support as a series of processes Incident management Event management Problem management Change management Business Continuity Planning / Disaster Recovery Documentation for measuring success Some Suggestions Leverage MS Office Outlook or other calendar program for Change Management We used calendar appointments to schedule maintenance windows Check first with key stakeholders Send appointment to all personnel This became an established component of our company culture

Some Further Suggestions Practice Knowledge Management Record summaries of work performed, applicable workarounds, anything related to an incident, problem or change MS Access Database Excel

14 Some Further Suggestions Practice Knowledge Management Record summaries of work performed, applicable workarounds, anything related to an incident, problem or change MS Access Database Excel spreadsheet Word processed lists If this information can be made searchable or indexed, it will provide significant benefit downstream Big success for Transcept s IT team when we went through our first SOX audit, December 2008 Some More Further Suggestions Create and Maintain a Service Catalog Does not have to be confined to IT Facilities Security Conference Logistics Human Resources / Benefits General Administration

15 Still Some More Further Suggestions Develop separate Incident Management and Problem Management processes Even if same people handle both processes, take the time to look at them separately. Schedule a regular, periodic meeting to review open and completed tasks from a Problem Management perspective Incidents Service requests Problems Changes Still Some More Additional Further Suggestions Perform Root Cause Analyses Publish to key executives Communicate throughout your organization Acknowledge problems Celebrate (market) successes Through our careful root cause analysis, we were able to identify and correct the problem in just two days. Be deliberate about the number of communications you issue

problems to deploy scarce support resources in an appropriately prioritized fashion to measure success on an ongoing basis Recommendations Learn more about the

16 ITIL Useful for Small Companies? ITIL will indeed benefit small companies by increasing operational efficiency. Looking at IT service delivery as a process, rather than as a collection of individual incidents, allows small companies: to determine root cause of technical problems to deploy scarce support resources in an appropriately prioritized fashion to measure success on an ongoing basis Recommendations Learn more about the benefits of ITIL. Books & periodicals Conferences like this one! Look at your workload from a standpoint of PROCESS, rather than isolated events Take the journey in small steps and focus on CONTINUOUS SERVICE IMPROVEMENT.

Additional Resources ITIL Lite by Malcolm Fry ITIL V3 Small-scale Implementation by Sharon Taylor & Ivor Macfarlane Slide courtesy of Brenda

SERVICE STRATEGY Service Strategy Service Portfolio Management Financial Management Demand Management SERVICE DESIGN Service Catalog

Information Security Management SERVICE OPERATION Event Management Incident Management Request Fulfillment Problem Management Access

17 Additional Resources ITIL Lite by Malcolm Fry ITIL V3 Small-scale Implementation by Sharon Taylor & Ivor Macfarlane Slide courtesy of Brenda Iniguez ITIL has a lot to offer -- dig deep! SERVICE STRATEGY Service Strategy Service Portfolio Management Financial Management Demand Management SERVICE DESIGN Service Catalog Management Service Level Management Supplier Management Capacity Management Availability Management IT Service Continuity Management Information Security Management SERVICE OPERATION Event Management Incident Management Request Fulfillment Problem Management Access Management CONTINUAL SERVICE IMPROVEMENT 7 Step Improvement Process SERVICE TRANSITION Transition Planning and Support Change Management Service Asset & Configuration Management Release & Deployment Management Service Validation Evaluation Knowledge Management

18 Questions? Thank you for attending this session. Please don t forget to complete an evaluation form!

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