Building A Business Case

Transcription

1 Building A Business Case As an IT professional, you desire an effective, efficient, successful IT department a department that contributes to the overall business goals of your organization. And, you know that the Information Technology Infrastructure Library (ITIL ), a process-based, integrated approach to IT service management is the way to achieve this goal. You discovered Pink Elephant s 11 th Annual International IT Service Conference & Exhibition and realize that this event, the world s largest gathering of ITIL advocates, is a must to attend for those serious about quality IT service management. Now it is time to present a business case to attend. This document shows you how to make the case. 1. To begin, describe ITIL and the benefits you will reap by using the framework: ITIL a series of books describing best practices within IT is non-proprietary. The United Kingdom s Office of Government Commerce (OGC) developed it in the 1980s. Gartner reports that fully adopting an IT service management strategy can cut an organization s cost of IT ownership by 50%. Organizations adopting ITIL can also receive these added benefits: Improved organizational bottom line Increased customer satisfaction with IT services Reduced IT infrastructure failures Reduced development costs for organizational procedures and practices Enhanced communication between IT staff and customers Standards and guidance for IT staff Improved departmental productivity through enhanced skill sets Expand on the process improvement model and explain how it works. Additionally, outline the Service Support and Service Delivery areas and how they work in conjunction with each other. Reference the diagrams below: Overview Process Improvement Model Service Level Availability Service Delivery Financial Where do we want to be? Vision and business objectives IT Service Continuity Capacity Where are we now? Assessments Service Desk Incident Configuration Change Service Support Problem Release How do we get where we want to be? How do we know we have arrived? Process Change Metrics ITIL is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce, and is 1

2 2. Mention that Fortune 500 companies worldwide use ITIL to achieve quality IT service management. Representatives from many Fortune 500 companies plan to attend the conference as well. Also, discuss the types of industries that will be present at the conference. Focus on the different levels of management and staff expected to attend. Use the diagrams included below to support your case (these represent figures compiled from last year s conference). Industry Job Title Service 36% Telecommunications 2% Education 4% Government 10% Team Lead/Analyst 22% Consultant 8% Director/Executive 17% Health/Pharmaceutical 7% President/VP/CIO/CEO/ COO 8% Other 4% Insurance/Finance 18% Manufacturing/Utilities 19% Manager/Supervisor 45% 3. Next, focus on the key issues IT professionals face when creating integrated processes. Include the specific issues you face so that the business case is relevant to your organization. These may include: Unbalanced blend of technology, people and processes Dissatisfaction with current IT service provisions Focus on systems management, not service management Lack of communication and understanding between IT and its customers IT infrastructure expenses are excessive relative to the business The IT provider s responsiveness to required changes in the infrastructure are not in line with business objectives IT projects are delivered late and over budget The business has zero control over IT provisions 4. Next, match your issues to the conference s subject matter to demonstrate how you and the organization benefit. There are 13 tracks and more than 130 sessions to choose from. Tracks focus on the following subject areas: Track 1 We Can Work It Out: All Roads Lead To The ITIL Service Desk This track features numerous case studies and industry experts who ll present best practices for how to successfully implement an ITIL Service Desk and the five support processes Incident, Problem, Change, Configuration and Release. ITIL is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce, and is 2

3 Track 2 Please, Please Me: Managing IT Through Service Level Implementing ITIL s five delivery processes IT Service Continuity, Availability, Capacity, Financial and Service Level (SLM) presents unique challenges and requires a slightly different focus and approach compared with the five support processes. At the centre of it all is SLM, including the increasingly important role of the Service Catalog. Track 3 Magical Mystery Tour: Enabling IT Governance Through IT Service Compliance in the world of IT is not a fad it s the new reality! Learn how to leverage IT governance to achieve business and IT integration and Sarbanes-Oxley (SOX) compliance, as well as how to achieve IT process improvement by adopting best practice frameworks such as CoBIT and ITIL. Track 4 Help! ITIL In Small & Medium-Sized Enterprises Is ITIL one size fits all? No! There are many sizes S, M, L, XL, and even XXL! This track features case studies and expert consultants who ll discuss the unique challenges of implementing ITIL in small to medium-sized organizations. The track also focuses on the challenges associated with time, resource and funding restrictions, as well as customization of best practices. ITIL light anyone? Track 5 With A Little Help From My Friends: Industry Leaders Speak Out On ITSM Participate in a very unique learning experience. These sessions presented by a wide range of leading IT and business professionals cover a variety of diverse business subjects and today s most pressing ITSM issues. Track 6 Getting Better: ITIL Next Generation Authors In Their Own Words ITIL is being refreshed! Version 3 is scheduled for release in early Be the first to take a look at the new content and learn about the changes and enhancements. Speakers include Pink s very own George Spalding and Gary Case two of the 10 authors chosen to update the books. Track 7 Here, There & Everywhere: ITSM In Global Organizations Implementing ITIL best practices in large national and global organizations is a major undertaking that involves a huge commitment and investment. This track features case studies with industry experts who ll identify best practices for how to overcome geographical, cultural and hierarchical challenges. Track 8 Eight Days A Week: Implementing ITIL The First Year Where do we start to implement ITIL? This is a question often asked by IT organizations just starting out. Is there a right answer? Find out with the sessions in this informative track. Speakers will discuss how to determine the best place to start, how to identify all important quick wins and how to manage through the ups and downs of the first year of ITIL. Track 9 A Hard Day s Night: Implementing ITIL Year Two & Beyond Many IT organizations in North America are well beyond the first couple of years of ITIL implementation. This is a unique opportunity to learn from others who ve been through the good, the bad and even the ugly! Once you get past the first few stages of your ITIL journey, there are added complexities that need attention. Learn what lies ahead and how to effectively plan and prepare from these seasoned professionals. Track 10 You Never Give Me Your Money: ROI & The Financial Realities Of ITSM What do you measure to track success? The sessions in this track will profile progressive and forward thinking senior IT managers and industry experts who ll discuss how to strengthen IT business alignment using meaningful metrics and continuous improvement best practices. Track 11 I Want To Hold Your Hand: Pink University ITIL Boot Camp Get down, dirty and into the trenches with Pink Elephant s leading consultants who are on hand to teach you the basics! Sessions in this track are specially designed for those just starting their ITIL journey and seeking to take processes to a maturity level of Control. ITIL is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce, and is 3

4 Track 12 The Long & Winding Road: Pink University Advanced ITIL Concepts Getting to Control is not enough! To reach an Optimization level of process maturity, IT managers must go beyond ITIL to lean about quality frameworks, leadership best practices, organization culture and structure, ISO, Six Sigma, CMM, and more. This track provides all the information you need to reach the top! Track 13 Got To Get You Into My Life: ITIL Clinics Bring your most pressing questions and problems to our ITIL clinics! Through focus groups, panel discussions, presentations and roundtable meetings, there are numerous opportunities to learn from Pink Elephant s highly knowledgeable consultants, industry experts and experienced practitioner. 5. Demonstrate how you plan to maximize your conference learning experience. Narrow down specific sessions that are geared to your management role or level of ITSM knowledge with the help of Pink Elephant s Sample Conference Itineraries. To access the sample itineraries, visit: 6. Then, take note of these other important facts and use them to complement your business case: Exhibition Showcase: We rounded up all our industry partners and asked them to exhibit their ITIL compatible products and services, including those that have earned PinkVerify certification. Visit the exhibition showcase to gain insight into the constantly changing world of IT service management focused services and products. Networking Opportunities: There is no need to experience your IT service management issues alone. Make contact with others who have the same goals and issues as you. Not only can you network during breakfasts, lunches and breaks, but also at the Come Together Welcome Reception and Networking Parties. Keynote Speakers: Dr. George Westerman As a faculty member with MIT s Center for Information Systems Research, George specializes in CIO executive leadership education, coaching and research. Dr. Lew Temares Find out how Lew, CIO with the University Of Miami, led his organization to the #2 spot on ComputerWorld's Top 50 Best Places To Work In IT. Darren Meister Discover how to build your IT leadership capabilities with guidance from Darren Miester, Associate Professor at the Richard Ivey School of Business, Canada s top ranking business school. Susan Cramm Susan, a renowned executive coach and regular contributor to CIO magazine illustrates a fascinating framework that focuses on enhancing CIO credibility cycle while effectively diagnosing IT capabilities. Ron Foxcroft Find out how mastering business strategy, creative thinking, team work and the art of change management have helped Ron become the NCAA s only Canadian Basketball Referee and one of the world's most respected business leaders. Christopher Gardner A highly motivational speaker, Christopher s rags-to-riches story will inspire you to never give up! Watch for Will Smith to portray Chris on the big screen this December. ITIL is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce, and is 4

5 Eileen Collins An empowering message about leadership! As the first woman to pilot and command an American spacecraft, astronaut Eileen Collins has led an inspiring life of adventure, leadership and achievement. Join her for a thought-provoking session where she ll share her leadership secrets! Paul Saltzman An Emmy awarding-winning producer and director, Paul was on hand to witness the Beatles historic spiritual journey to India. Paul offers a rare opportunity to view exclusive photos and to learn about his team building best practices. Chris Bliss Take a closer look at the funny side of IT. A fresh and captivating new voice in the tradition of Will Rogers and Bill Maher, Chris Bliss delivers smart comedy with an information age twist. The ITIL Experts: This event is presented by Pink Elephant, the leading ITIL educator. The organization is responsible for a number of ITIL firsts: Introduced ITIL to North America in 1997 Introduced the ITIL education program to North America Founding member of the Information Technology Service Forum (itsmf) Initiated the partnership between the Examination Institute For Information Sciences (EXIN) and Loyalist College Of Applied Arts And Technology Introduced the IT Executive Certification program -- based on ITIL s Business Perspective books: Understanding & Improving, In Times Of Radical Change and Surviving IT Infrastructure Transitions Pink Elephant contributed to numerous books in the library. Currently, the company is involved with ITIL s future development, as two Pink Elephant consultants are authoring a volume on continual service improvement in the next ITIL version Team Discount: Benefit from the power of teamwork. For multiple registrations from the same organization, the first two registrations are at full fee and every additional registration is 10% off. Combination Discount: Register and pay for the conference and a pre or post conference workshop and save 10% off the pre or post conference workshop fee. Please note that the above discounts cannot be combined. 7. Make note of these pre and post conference workshops for an added learning experience. They include Foundation level training, role-specific Practitioner courses, and level certification (full workshop descriptions available at Pre-Conference Certification Workshop Date Fee (USD) ITIL IT Service Essentials February 15-16, 2007 $1,395 COBIT Foundations February 14-16, 2007 $1,695 How To Define & Document Processes & Procedures February 14-16, 2007 $1,695 According To ITIL Best Practices Measuring, Reporting & Improving The IT Infrastructure February 14-16, 2007 $1,695 According To ITIL Best Practices ITIL Practitioner: Configuration, Change & Release February 12-16, 2007 $3,295 ITIL Practitioner: Service Level & Financial February 12-16, 2007 $3,295 ITIL is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce, and is 5

6 ITIL Practitioner: Service Desk, Incident & Problem February 12-16, 2007 $3,295 How To Create A Service Catalog According To ITIL Best February 15-16, 2007 $1,695 Practices Beyond The Help Desk: How To Design, Build & Manage An February 15-16, 2007 $1,395 ITIL Service Desk Teambuilding It s Vital To Your ITIL February 15-16, 2007 $1,395 How To Create A CMDB According To ITIL Best Practices February 15-16, 2007 $1,695 The Strategic Road Map For IT Service February 15-16, 2007 $2,095 Post-Conference Certification Workshop Date Fee (USD) ITIL IT Service Essentials February 22-23, 2007 $1,395 How To Create A Service Catalog According To ITIL Best February 22-23, 2007 $1,695 Practices How To Create A CMDB According To ITIL Best Practices February 22-23, 2007 $1, Now, take your issues, matched with subject matter and other pertinent details, and combine them into a written business case. Here s an example To: John Smith, Director of IT Services From: Jane Doe, Manager, IT Services Subject: A Conference That Will Enable IT To Improve Organizational Operations John, as you know, I recently discovered ITIL, the best practice, process-based approach to quality IT service management. This framework will provide our department with many benefits, including: Increased customer satisfaction with IT s services Reduced IT infrastructure failures Reduced costs when developing organizational procedures Improved communication and information flows between IT and its customers Standards and guidance for IT staff Greater productivity and better use of skills and experience (Add issue(s) relevant to your organization, if required) An improved bottom line for the organization I believe ITIL is the key to helping us address the issue of (add relevant information here). As well, it will enable us to enhance the department s credibility while we improve our services. And I want to make sure I do it correctly the first time. To do this, I need access to industry leaders, experienced ITIL practitioners and the best trainers and consultants in the industry. I have found an event that provides me with all that. It s Pink Elephant s 11 th Annual International IT Service Conference & Exhibition, February 18-21, 2007 in Las Vegas. Not only is this event designed to show me how to address the department s most important issues, but it s also created by the organization responsible for introducing ITIL to North America. I d like to discuss this event with you further. At that time, I can also outline the fee discounts Pink Elephant has in place. In fact, the organization offers a team discount, so we may want to consider sending a couple of our key people. Regards, Jane Doe, Manager, IT Services ITIL is a Registered Trade Mark and a Registered Community Trade Mark of the Office of Government Commerce, and is 6