Post on 22-Nov-2014
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SimpliLearn ITSM Conference 24th May 2013
Service Excellence – ITIL & beyond
Mosesraj R
Collabera Solutions
Bangalore
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Popular methods adopted in bridging service gaps
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Goals – Initiatives framework
• What are our objectives
• Where do we stand
• What are out challenges
• How do we overcome
• Action plans & timelines
ITIL
• A set of practices in managing a service
• Strategy, Design, transition, operations & improvement
6 Sigma / Lean
• A set of tools & techniques
• Lean – flow improvement
• 6 Sigma – statistical method of problem solving
Popular methods adopted in bridging service gaps
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ITIL
Book Trends on ITIL vs. Service Management
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Search Trends – ITIL vs. CMMI
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ITIL Overview
Service Lifecycle Continual Service
Improvement
Service Operations
Service Transition
Service Design
Service Strategy
Service Strategy, Design, and
Transition are where the new
services are defined, designed
and transitioned respectively.
Service Operation is where
those services are delivered
to customers and who give
recommendations for
improvements to Service
Strategy staff.
ITIL Case Study
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Background – Disconnect with business, asset management issues and operational escalations
Approach
• Gap Analysis
• Core Team Formation
• ITIL & ISO 20k trainings
• Process Definition workshops
• Implementation workshop
• Internal Trainings and team enablement sessions
• Pre-Assessment
• Stage I Audit
• Workshops to close gaps
• Stage II Audit
• Certification
Key Highlights
• Defined 10+ key services under 4
broad service categories
• 100% services attached to measurable SLAs
• Dashboard based reporting to business
• Component Failure Impact Analysis (CFIA) used to identify single point of failure, design and monitoring for availability
• Improved change effectiveness – Structured changes increased from 8 in 2012 to 7 in the Jan 13’.alone
• Formalized agreements b/w internal teams, aligned to SLAs
• Lean/6 Sigma based improvement initiatives
ITIL Case Study - Impact
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Service Strategy
Service Design
Service Transition
Service Operations
Industry Case Studies
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VISA: Implemented Incident Management guidelines, which resulted in improved monitoring of network and systems outages, and a reduction in the time to resolve Incidents by as much as 75%
Nationwide Insurance: Implementing key ITIL processes that led to a 40% reduction of its systems outages.
Capital One: An ITIL program that began in 2001 resulted in a 30% reduction in systems crashes and software-distribution errors, and a 92% reduction in “business-critical” Incidents by 2003.
Bank of America: Used ITIL best practices to improve inventory processes and then used the framework to improve the Asset Management process. Implementation allows the bank to conduct financial planning for equipment based on actual spending
Service Operations
Service Design, Service
operations
Service Operations
Service Transition Service Strategy
Source : http://www.best-management-practice.com
Considering 40+ Industry Case Studies – Impact Summary
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Service Strategy
Service Design
Service Transition
Service Operations
Ample case
studies
Limited Case
Studies
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Service Portfolio
Financial Management
Demand Management
Service Level Management
Catalogue Management
Capacity Management
Availability Management
Service Continuity
Information Security
Supplier Management
Change Management
Config Management
Release & Deployment
Knowledge Management
Testing
Incident Management
Problem Management
Service Request
Event Management
Access Management
Effectiveness Measurement
Practice 1 – Customer Centricity
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Practice 2 - Innovation
Practice 3 – Measuring Value Add
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Practice 4 - Teaming
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Thank you
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Mosesraj R - (mosesrajr@collabera.com)