SESSION 206 Wednesday, November 2, 11:30am - 12:30pm Track: People, Culture and Value

Transcription

1 SESSION 206 Wednesday, November 2, 11:30am - 12:30pm Track: People, Culture and Value The Value of ITSM: An Executive Perspective Anthony Iorio Former, Senior Vice President, Information Technology Group aiorio@cox.net Session Description How does ITSM contribute to the goals of the IT organization? What should you invest in, what projects should you green light? The answers can best be answered from the perspective of an IT executive who made these critical decisions. In this session, Tony Iorio, former SVP of Infrastructure & Operations for a multi-national financial services firm, explains why he made significant investments in ITSM programs, what factors influenced his decision making, and where he saw those investments pay off and falter. Don t miss this rare and valuable view into the executive mindset! Speaker Background Anthony Iorio is an accomplished senior IT executive focusing on organization transformation and operational optimization for major corporations. He has extensive experience in strategic and financial planning, supplier negotiations, international group management, audit/compliance, and business continuity/disaster resumption planning. Anthony is the former SVP and head of Capital Group s Global IT Operations and Support Services where he was responsible for all aspects of service delivery and support. Prior to Capital Group, Anthony was CIO of Global Infrastructure & Operations at Marsh, Inc., and has also served as SVP of global technology infrastructure at Citigroup.

2 The Value of ITSM: The Executive Perspective Anthony Iorio why IT Seriously Matters

3 Current Condition's Dramatic shifts continue to unfold (and accelerate) Cloud Computing = Huge implications on IT service delivery Outsourcing / Offshoring Ever expanding ecosystem of partners 24/7/global = Non-stop IT Zero tolerance for downtime Business reliance on IT has never been greater as all things become digital, while delivery demands increase Cyber-attacks are on the rise.and yet cost pressures prevail ITSM must be front and center on the business agenda! ITSM: A few of the popular Myths 1. ITSM is an Infrastructure and Operations thing- apps folks don t care 2. More standards and processes..aren t there already too many? 3. The business doesn t care about ITIL...so it will never get funded 4. Most of the benefits are based on funny money (i.e., soft $) 5. My CIO will never support an ITSM investment- not a high priority

4 2016 Emerson Network Power Study The average total cost per minute of an unplanned outage increased from $5,617 in 2010 to $7,908 in 2013 to $8,851. This represents a 17% CAGR. The average cost of a data center outage rose from $505,502 in 2010 to $690,204 in 2013 to $740,357 in the latest study. This represents a 38 percent increase in the cost of downtime. Cybercrime represents the fastest growing cause of data center outages, rising from 2 percent of outages in 2010 to 18 percent in Extrapolated out, that's a cost to North American companies of $700 billion a year. This includes lost employee productivity (78%), lost revenue (17%), and actual costs to fix the downtime issues (5%). Information Week

5 IOMP ISG IOMP ISG GIG CRIS GIG CRIS ISG ISG CG Incident Mgt CG Problem Mgt CG Incident Mgt CG Problem Mgt CG Release Mgt CG Change Mgt CG Incident Mgt CG Problem Mgt CG Release Mgt SMP Phase 2 CG Change Mgt Avg Chgs Per Month SMP Workshop Critical Incident Mgt Tactical Config Pilot Incident Release 1 One Process Production Config System (CAIR) Inv. Systems Release Consolidation CMS Architecture Defined Service Desk Training - Rename to TSD Incident Release 2 Process Enhancements SMP Web Site Launch 47 Applications On-Boarded to Level 1 CAB & Executive CAB Live Investment Systems on Standard Release Process Consolidated Change Calendar SMP Metrics Launch Single Major Incident Mgt Process & Tool Remedy 7.6 Incident Launch & User Training New Alerting Tool (On-Call Replacement xmatters) Jun Aug Oct Dec Feb Apr Jun Aug Oct Dec Feb Apr Jun Aug Oct Dec Feb 31 Avg Chgs Per Month Emergency Changes per Month Nov-10 Dec-10 Jan Problem Mgt Pilot Single Problem Mgt Process & Tool Live SMDB Retirement Single Change Mgt Process & Tool Live Key Success Factors Ability to describe the issues(s) you are targeting Strong program sponsorship & governance Vision of where you want to be on the journey Realistic set of priorities and outcomes Set of metrics that are in business terms Use industry aligned standard products Cross functional Empowered Unified Team(s) Celebrate successes along the way INCIDENT PROBLEM Sample: Service Management Program Outcome Process Consolidation 11 Processes Eliminated 1 st Qtr 2011 Pre-SMP TODAY 2 nd Qtr 2011 (10) (16) (12) (5) Post-SMP (4) Formula for Success Clear Vision & Goals One Team 80% Rule Quantum Change Leverage Existing Efforts Frequent Deliverables RELEASE CHANGE Large number of accomplishments leading to improved service delivery to the business. 75% Reduction in Service Restoration Measurable Results 50+% Reduction in Unplanned Downtime 75% Reduction in Emergency Changes 66% 75% 23 22

6 Thank you for attending this session. Please don t forget to complete an evaluation for this session! Evaluation forms can be completed electronically on the FUSION 16 Conference App.