Date post: | 22-Nov-2014 |
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Technology |
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JOHN BORWICK, MANAGER AND FOUNDERHIGHER EDUCATION IT MANAGEMENT, LLC
HTTP: / /WWW.HEITMANAGEMENT.COM/AUGUST
ITIL Demand Management:
Why August is a bad time for a presentation
John Borwick, PMP®
Wake Forest University, 2003-2012 Director of Service
Mgt PMO Director
Manager and Founder,HEIT Management
Career goal: Make people’s lives easier by improving how higher education IT is managed.
Higher Education IT Management, LLC
“Helping Higher Education IT effectively deliver value to campus
while minimizing waste.”One-on-one coachingCustom engagementsBlog
http://www.heitmanagement.com
Agenda
Concepts in Demand ManagementThe Costs of Ineffective Demand
ManagementUnderstanding and Communicating DemandPlanning for DemandInfluencing DemandSo why is August such a bad time for a
presentation?
WHAT IS ITIL’S DEMAND MANAGEMENT?WHAT’S LEAN AND WHAT’S “ WASTE”?
Concepts in Demand Management
Demand Management Capacity Management
Service Strategy process
Does this service make sense?
Service Design process
How are we going to do it?
ITIL’sDemand Management vs. Capacity Management
Capacity is a stair-step function,not a linear function
$
Capacity1 PB 2 PB 3 PB
Capacity is a stair-step function,not a linear function
$
Capacity1 PB 2 PB 3 PB
Types of Demand Management
“Absolute” demand vs. “Temporal” demand (Patterns of Business Activity)
Understanding demand vs. influencing demand
“Absolute” Demand
What do users VALUE?
Capturing Value
$Cost
of the servic
e
Sample IT costs
Server room equipmentServers and storageSoftware licensesCloud services
… and us (the IT staff).
Capturing Value
$Cost
of the servic
e
Capturing Value
Value of the servic
e$
Capturing Value
Value of the servic
e
“Captured Value”
$Cost
of the servic
e
Yay! Virtuous cycle!
1. IT designs
new service
2. Value exceeds
cost
3. Happy campus
4. Increased IT
funding
—or, a vicious cycle.
1. IT designs
new service
2. Cost exceeds
value
3. Unhapp
y campus
4. Reduce
d IT funding
Virtuous Cycle Vicious Cycle
(Perceived Value > Cost)
Google Apps ?
(Perceived Value < Cost)
Anti-Virus ?
Value vs. Cost
Perceived value changes over time
What people value today
What they may be influenced to value
Patterns of Business Activity
Students arrive in late August/early September
Admissions is busy November-MarchThe budget season is February-AprilStudents don’t use the LMS 3 AM-7 AMTimesheets are submitted 3PM-5:30 PM
Fridays
Lean’s Three Types of Waste
Lean’s Three Types of Waste
Muda, or in-process waste: the traditional target of “process improvement,” e.g. having 5 steps in your process when only 2 are needed
Lean’s Three Types of Waste
Muda, or in-process waste: the traditional target of “process improvement,” e.g. having 5 steps in your process when only 2 are needed
Muri, or overburden: waste due to trying to do too much at once
Lean’s Three Types of Waste
Muda, or in-process waste: the traditional target of “process improvement,” e.g. having 5 steps in your process when only 2 are needed
Muri, or overburden: waste due to trying to do too much at once
Mura, or unevenness: waste due to fluctuations in demand
Building for peak demand
Cap
acit
y
Spring
Summer
Fall Winter
Demand
Building for peak demand
Cap
acit
y
Spring
Summer
Fall Winter
Demand
Capacity
“Stair step” effects can make small increases in demand be magnified
Extra 10 students admittedOne course section addedFive more GB of disk space needed for the
sectionOne additional disk drive neededOne additional rack of drives neededOne additional pair of fiber connectors
neededOne more network switch needed…
WHY YOU SHOULD CARE ABOUTDEMAND MANAGEMENT
The Costs of Ineffective Demand Management
1. No demand for a service
http://www.flickr.com/photos/92435716@N00/54069752/
2. Too much demand for a service(Unexpected demand)
http://www.flickr.com/photos/81203773@N00/2658548130/
3. Can’t handle peak demand
http://www.flickr.com/photos/13742951@N00/1332071197/
Understanding and Communicating Demand
Talk with customers
Who talks with your IT customers?Patterns of Business Activity are much easier
to uncover than perceived valueUndirected conversationsYou know the possibilities; they know the
value e.g. listserv digests
..and talk to your customers’ customers.
The final customers, e.g.IT supports Financial AidFinancial Aid supports the students
Most people overestimate demand
Focus groupsSimilar servicesUsability studies
“Go to the Gemba” = Go to the real place
Iterative releases/roll-outs(think “Test markets”)
One administrative departmentOne academic departmentOne courseOne residence hallOne class of students (e.g. seniors)
Clarify demand expectations with service levels
“This service is designed to accommodate 200 simultaneous users. If more users attempt to access the service, they will be put in a waiting queue and given a time estimate before they can access the service.”
Share a campus events calendar with IT staff
Ideally, pull from existing sourcesIdentify the “peak days”
Build a chart of busy months by department
List campus departmentsReview with them their busy monthsShare this chart with ITIdentify the “peak months”
Planning for Demand
Selected portions of a project
Approval: Deciding whether to pursue a project
Scope Definition: Understanding high-level scope
Project Planning: High-level decisions about how the service should work
Project Execution: Implementing the project
Approval Scope Definition
Project Planning
Project Execution
Selected portions of a project
Approval Scope Definition
Project Planning
Project Execution
Service Strategy
Service Design
Service Transition
Should we even offer this service?
Will there be demand?Are we capable of satisfying the demand?
Approval Scope Definition
Project Planning
Project Execution
Include demand management in the project scope
Project responsible for identifying potential demand
Project won’t close until capacity satisfies demand
Approval Scope Definition
Project Planning
Project Execution
What types of demand will there be?
WordPress “Multisite” functionality vs. WordPress instances
Demand for trainingDemand reduced for another service
Approval Scope Definition
Project Planning
Project Execution
In design, identify bottlenecks
Design assumes one database serverDesign assumes one application serverDesign assumes one IT staff member
approves requests
Approval Scope Definition
Project Planning
Project Execution
Test demand
Iterative releasesCapacity vs. demand
Approval Scope Definition
Project Planning
Project Execution
ABSOLUTE DEMAND
Influencing Demand
Marketing
“How many problems of life can be solved actually by tinkering with perception, rather than that tedious, hardworking and messy business of actually trying to change reality?”
—Rory Sutherland, “Life lessons from an ad man” TED Talk
Marketing
e.g.Getting people’s attentionKnowing your target marketCreating desireFraming your offer
Shifting demand: Empower users
Users build reports vs. IT builds reportsA tool resets passwords vs. IT staff reset
passwords
Service Levels
Speed of the serviceHours of operationCapacity
Chargeback
Charge back only when it can influence demand.
PATTERNS OF BUSINESS ACTIVITY
Influencing Demand
Differential Charging
Overtime ratesExpress shipping
“High demand” service levels
Service will take longer to provide during peak months or peak hours
Release windows
Code will be released into production on…Tues August 13 (“Release 1”)Tues August 27 (“Release 2”)Tues September 10 (“Release 3”)
…and Release 2 is almost full.
Business process improvement
Identify the reasons for the peaks and valleysWork with upstream customers to change
their business processes
E.g. canvassing campus departments for capital requests several weeks before the deadline.
WHY ARE THERE SO MANY PEAKS IN DEMAND IN AUGUST?
So why is August such a bad time for a presentation?
Agriculture
http://www.flickr.com/photos/34613366@N00/2398513475/
Semesters
Students learn face-to-face with a professor
Creates many Patterns of Business Activity getting ready for the fall
Think: ITIL’s Release Management
Opportunity to re-invent campus
http://www.flickr.com/photos/12836528@N00/4878619349/
Q & A
http://www.heitmanagement.com/august