IT Service Management: Southeast Area Practice Gary West Solution director Business Service Optimization

IT Under Attack IT costs are now more than 50% of the average Fortune 500 company s capital costs Market researchers estimate that most servers are used at only 20% of capacity. Has technology lost its special edge? IT Doesn t matter Paradise lost $2 Trillion increase in technology-no planned or strategic efforts 1

Industry Trends* > ITIL will be part of ISO 20000 (BS 15000) 60% of Global 2000 IT Orgs will implement the ITIL framework or equivalent by 2003 to establish end-to-end service delivery processes, with 50% of those organizations expecting ITIL to reduce support costs by up to 30%. Throughout 2003, 50% of Global 2K IT Orgs will drive Business Relations Managers to work closely with BU s and other IT delivery groups to balance risks with cost and service levels. By 2004, 60% of Global 2K IT Orgs will deploy unified problem management processes & create Escalation Mgr role to improve internal service quality. By 2005, 60% of Global 2K IT Orgs will establish SLA Coordinator role to cope w/ the increased SLA adoption covering a wide spectrum of services. By 2006, 40% of Global 2K IT Orgs will evolve change management groups to handle both application and infrastructure changes. Business Impact: Business units will benefit from ITIL implemenentation strategies that focus on service quality improvement, support of the business relation management role, increased effectiveness of SLA tracking, and implementation of change management practices to reduced undscheduled downtime. *META Group, Inc 2

Consequences SILO ITIL IMPLEMENTATION 5 PROC A PROC B PROC C PROC D PROC E MATURITY LEVEL 4 3 INCURRED LOSS 2 1 PROCESS ARCHITECTURE IMPLEMENTED PROCESSES 3

Consequences SILO IMPLEMENTATION 5 PROC A PROC B PROC C PROC D PROC E MATURITY LEVEL 4 INCURRED LOSS 3 2 1 PROCESS ARCHITECTURE 4

Correct Approach TRANSITIONS 5 PROC A PROC B PROC C PROC D PROC E MATURITY LEVEL CONTINUOUS IMPROVEMENT 4 PROCESSES ARE FUNCTIONAL AT THIS STAGE 5 3 2 1 PROC A PROC B PROC C PROC D PROC E INTEGRATED PROCESSES PROCESS IMPLEMENTATION EXISTING PROCESSES

Top 10 Things to avoid when implementing ITIL 1. The absence of a current state baseline assessment (ext.) 2. Implementing too little or too much during initial phase 3. Ignoring the need to market and communicate within & outside IT 4. Thinking that process alone can address the requirement for ITIL 5. Confusing Process with Procedures 6. Believing that there won t be a cultural impact to the organization 7. Not dedicating enough resources to the development effort 8. Failing to address organizational needs born out of the processes 9. Thinking process development equates to process implementation 10. Failing to adopt a process capability maturity/improvement model 6

What TO DO, when implementing ITIL 1. It s about management and buy-in 2. It s about people, process and technology the marriage of 3. Leverage processes you have in existence today 4. Think about using an ITIL Assessment to help as a first step 5. Have a sound plan to document what you implement! 6. Do not try to implement all 11 areas initially. Start by assessing key ITIL Management Processes where it is critical to servicing the business or where you know problems exist today. 7. Then, migrate to ITIL tools capable of automating and integrating ITIL best practice processes 8. Make sure you align to other frameworks in appropriate areas such as COBIT for SOX 7

Value offerings Modular Approach ITIL +1 Services Grow the Manual over time when you are Ready! 1 Change management Configuration management Release management Secure IT assets and information Security management 3 Capacity management 2 Incident management Invest in the future Service desk Problem management Add value to IT Availability management IT continuity management Service level management 9

Assessment Solutions Start small with 3 or go up to 10 processes Interviews with 3 to 4 managers (full day) Initial data analysis Individual interviews with key process owners (2 hours) In-depth data analysis High Level Processes Assessment Report Preliminary results validation Web Assessment Diagnosis Report Presentation to management 5 days 10

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Technology Launches from Web Manual Procedures Deliverables: Web process manual Procedures include screenshots of CA software and forms ITIL Launch in Context: Incident Mgt Service Desk Dashboard Change Mgt Harvest Dashboard Financial Mgt USM Financial Dashboard Config Mgt Asset Intelligence Service Level Mgt Service Catalog Migration of web based documentation to Intranet portal at Client Site as part of MDB Document Procedures Load online web manual Launch url s for Product Audit of the Processes 14

Launch CA Applications, portals, and dashboards IN CONTEXT!!!! based on YOUR specific ITIL Process being followed! 17

Types of Engagements The web report is part of a COBIT and/or ITIL Assessment; the cost is determined by number of sites and processes being assessed The web manual is to be setup to document your existing best practices on COBIT for SOX and/or ITIL and identify gaps in the procedures as they align to the Best Practice Framework. A follow up session can then be scheduled separate from the report and manual to present CA recommendations on closing those gaps with our technology. 20

Attractive and competitive solution Fastest ITSM/IT governance implementation Due to pre-documented Web based templates and CA product screenshots Low cost implementation Awarded Best ITIL Project of the Year by Pink Elephant Add-water-and-mix approach to ITSM/IT governance No-nonsense, back to the basics Lean and mean implementation methodology 21

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