Post on 15-Jul-2015
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© Conceptualized and Published by Aditya Dashora
My Business – My IT – My ITSMPractical ITIL implementation examples and service catalog blueprint
By Aditya Dashora
© Conceptualized and Published by Aditya Dashora
Contents
- Author Profile
- What happens with the ITIL Implementation?
- Can I make my own ITSM framework?
- Examples & Case Studies
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© Conceptualized and Published by Aditya Dashora
About the author- Been working in IT Industry for 9 years
- Have been involved in multiple ITSM Implementation, Service Improvement Initiatives and Pre-sales
- Have worked with customers from all verticals and geographies
- Have been recognized by the customers in ITSM Auditing Skills
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What happens when we take ITIL implementation too seriously?
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What happens when we take ITIL implementation too seriously?
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What happens when we take ITIL implementation too seriously?
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ChaosConfusionComplexity
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What happens when you hire consultants?
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Without Consultants
Without best practices, IT is less efficient, costly and people dependent however business is “Happy” with IT.
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What happens when you hire consultants?
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A Consultant comes in with best practices and standards
Mr. ConsultantBest Practices; Standards etc….
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What happens when you hire consultants?
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The Aftermath
The Business IT interaction becomes more complex. Overall IT is “Green” but Business is “Not Satisfied”
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How many sentences you can make using these words
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“Need” “Change”
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How many sentences you can make using these words
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We need a Change
There is a need for Change
A change is needed
Character Count= 13 Temperament= Aggressive
Character Count= 21 Temperament= Suggestive
Character Count= 15 Temperament= Passive
ObservationsAll of the sentences:- Are grammatically
correct- Convey similar
meaning- Have different
temperament and character count
Language allows us to craft different sentences using same words to convey same meaning with different temperament. Depending upon the temperament, the character count and impact of the sentence will change
“Need” “Change”
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Does ITIL allow me to make my own meaningful sentences according to my temperament?A thought process behind “My ITSM”
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Key Questions we need to answer
Do I have to implement all the ITIL Processes to get the benefits?
Does ITIL provide any guidance on sequence of implementation of 23 processes?
Do I need to have all the Functions or ITIL suggested org structure to do a successful ITIL implementation?
Do I need to have an individual Person for each role?
Should I start tool implementation without wasting time on process?
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My Business – My IT – My ITSM
I will define the IT Services for my organization before improving the processes
I will design an end-to-end value stream for each of my services
I will design & improve processes and simultaneously start tools implementation work
I will define roles & responsibilities and then decide whether they need to be fulfilled by a team oran individual. I will not define a role to justify existing org structure. If needed, I will not hesitate inproposing restructuring of IT Organization
I will select and implement the processes based on their utility in my organization and context. Iwill not do a big bang process implementation exercise
I will move towards “one stop shopping experience” for business by defining Service catalog.
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Golden WordsITIL is a best practice framework and not a compliance framework therefore it isokay to adopt and adapt ITIL according to the business needs.
© Conceptualized and Published by Aditya Dashora
An example of “MY ITSM” Framework
Clear interface with business and End-Users
Interconnected processes & No boundaries of different lifecycle stages
Knowledge management interfaces with all the processes
Reports and KPI Metrics for all the processes
Intelligent reporting dashboards for business
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Case StudiesHow Adoption and Adaptation of ITIL helped organizations to achieve better business-IT Alignment
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A financial institution did a successful experiment by marrying incident management to availability management
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Incidents
Service Requests
Monitoring Tools
Availability Management
Service Restoration
Problem
Change
Application Support
Request Fulfillment
Key Improvement Ideas:
- Replaced definition of Incident by
Major Incident and handlle it
using Service Restoration Process
- All Incidents related to Service
quality degration or medium
priority Incidents are treated as
ongoing 24x7 Service
Improvement work
- Detailed design time and runtime
Availability Management
- Triggered Availability
Management for each Incident
related to Infra
- Reduced user reported Incidents
to 10%
10%
90%
Total Incidents
End Users
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A Fashion Retailer restructured the incident prioritization process based on end user profiles
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Key Improvement Ideas:
- Early prioritization of
Incidents based on user
profiles
- Reduced Incident hop count
by 25%
- Early detection of Sev-
1,Sev2 incidents
- Easy classification of VIP,
VVIP tickets and Service
reqquests
- Overall customer
satisfaction improvement
Store User (SU)
Warehouse User (WU)
General User (GU)
Traditional Prioritization Matrix
- Impact and Urgency Based Prioritization
- P1(critical) to P5 (request)
Retailer’s End User Profile Based Prioritization
SLA Target
SU1 3 0M i n u t e s
SU2 2 H o u r s
SU3 8 H o u r sSLA Target
WU1 2 H o u r s
WU2 4 H o u r s
WU3 2 4 H o u r s
SLA Target
GU1 4 H o u r s
GU2 8 H o u r s
GU3 4 8 H o u r s
Priority = Impact X Urgency
Priority = User Profile X Time X Urgency
Critical High Medium Low
Extensive/Widespread P1* P1 P2 P3
Significant/ Large P1 P1 P2 P3
Moderate / Medium P2 P2 P2 P3
Localized/ Minor P2 P3 P3 P4
Urgency
Im
pact
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Why Service CatalogUtility and fitment of Service catalog in business-IT Ecosystem
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The need of service catalog is increasing everyday and specially for companies marching towards cloud
Gartner research on critical capabilities on IT Service Catalog
Explains –
“Business demand is pushing organizations to create and operate catalogs that provide a shopping place for IT services. IT leaders need to know how this marketplace is changing, and what capabilities delineate how good a fit the vendors' offerings may be for their needs.”
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A blue print of integrated ITSM Processes with Service Catalog
My ITSM Framework with Service
Catalog
© Conceptualized and Published by Aditya Dashora
For questions: adydashora@gmail.com
in.linkedin.com/in/adityadashora
Thank You