IT SERVICE MANAGEMENT FOR NON-IT MANAGERS (CXO)

Danil DintsisPh. D., PMP®, EXIN® accredited trainer

www.i-mokymas.com

info@i-mokymas.com

BRIEF ABOUT THE PRESENTER

Ph. D. in System Analysis (Doctorate degree, ISCED verified)

Ph.D. in Technical management (Candidate degree, ISCED verified)

Portfolio manager and IT consultant, teacher and coach for 15+ years with the following certifications:

PMP®

EXIN accredited trainer for ITIL®, MOF®, Cloud computing, Operation services and Analysis (OSA®)

WHAT IS THE GOAL OF THE PRESENTATION

How ITSMmay help us?

How should we Work together

What shall I do with my IT people

What are our common goals

WHAT IS ITSM

Measurable targets for IT IT supportsMain business

IT as a Service Business-IT alignment

STEP1. ALIGN BUSINESS AND IT PORTFOLIO

WHAT IS IT INFLUENCE ON MAIN BUSINESS PROCESSES

Does your company have IT services with direct impact on sales, productivity, etc?

Are there any business services critically dependent on IT?

WHAT INFLUENCE MAY IT HAVEON MAIN BUSINESS PROCESSES

What are the risks and opportunities of using IT services?

What is the value added by IT?

How can we measure IT service value?

ALIGNMENT OF BUSINESS – MATURITY MODEL

5th (optimized) maturity level: IT implements business KPIs

Example: 0,1% growth of Internet bank service availability provides additional 5% of Internet banking cash flow

3rd (defined) maturity level: IT service based KPIs

Example: 95% of user requests and incidents are resolved according to SLA

4th (managed) maturity level: integrated IT and business KPIs

Example: 5% decrease of company’s website availability increases client phone calls twice

STEP 2. SERVICE CATALOGUE - AGREE ON SERVICE PORTFOLIO

Service catalogue contains full and transparent set of services, KPIs, and components

SERVICE CATALOGUE: STEP TO TRANSPARENCY

SC includes at Business level: Service attributes

Support days and hours

Service manager

Service KPIs (for example, Availability level, Restoration time in case of a failure, etc.)

Thresholds

Reporting tools and periods

Escalation contacts

Service cost

SERVICE MAP PRESENTS SERVICES INTERACTION

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SERVICE CATALOGUE: COMPONENT LEVEL

SC includes at a Component level: List of components (resources, including human) which are necessary for

service delivery according to quality metrics mentioned in a Business level

Component support parameters

Component capacity, including risk mitigation subcomponents (i.e. second server)

References to third-party contracts, support warranties and obligations

Component support expenditures

STEP 3. SERVICE LEVEL AGREEMENT

Agreement between IT Department/outsourcing provider and business department

Regulates certain service conditions, KPIs, and interaction procedures for a single IT service or a group of IT services provided for this business unit

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COMMON TYPES OF SLA-S

Business unit based (includes all services for the certain BU)

Service based (describes IT service for all Bus)

Multi-level SLA

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SLA PROCEDURES EXAMPLES

Call process procedure

RFC process

Regular activities procedure

KPIs

Control procedure

Escalation procedure

Third-party dependencies (e.g. Internet provider and/or external Datacenter)

CONTROLLING SLA – CLEAR VISIONOF IT ACHIAVEMENTShttp://i-mokymas.com

STEP 4. CSI – IMPROVE CONTINUOUSLY

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CAN IT MAKE ME MORE HAPPY?

Join my seminar: “IT Service management for non IT managers (CxOs)” at

Http://i-mokymas.com/learning/itsm-trainings/it-service-management-for-non-it-managers-cxo/ Get detailed information on the subject Request our detailed consulting service Become satisfied and happy with you IT dep.

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THANK YOU!

.

www.i-mokymas.com info@i-mokymas.com

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