Service Delivery – your ticket to play 8th June 2011 Phil Williams

IT Operating Model

Service Management Process Maturity 5 Optimized Processes refined to a level of best practice, based on the results of continuous improvement and maturity modelling with other enterprises. IT used in an integrated way to automate the workflow, providing tools to improve quality Strategy Design Change Incident Problem Request Event 2011 Target 4 Managed and Measurable Processes compliance monitored and measured. Processes under constant improvement. Automation and tools used in a limited or fragmented way. 3 Defined Procedures are standardised and documented. Procedures communicated through training and followed at an individual’s discretion. KPIs and metrics defined to capture process performance. Similar procedures followed by different people undertaking the same task. No formal training or communication of standard procedures, KPIs are not defined to measure process performance Change Incident Problem Request Event As Is 2 Repeatable 1 Initial/ Adhoc Processes are defined at team level No clear process ownership; roles & responsibilities are not identified Success depends on heroic efforts of individuals Non-Existent Complete lack of any recognisable processes. No recognition of issues to be addressed. Current level of capability anecdotally assessed as a “< 2”, acknowledging that ITIL v2 processes exist in name across the enterprise however compliance / execution is not strong and success is supported by heroics. Capability Uplift program is aimed at delivering level “3” capability consistently across Technology Services by 2012. 3

Functions & Processes Service Strategy Service Design Business Service Market Space, IT Policies & Strategies Service Portfolio Demand Management Financial Management Service Design Service Level Management Availability Management ITSCM Capacity Management Information Security Management Service Transition Change Management Service Asset & Configuration Management Knowledge Management Release & Deployment Management Operations Service desk Operations Management Operations Control Facilities Management Technical Management Applications Management Lifecycle Event Management Incident Management Request Fulfilment Problem Management Access Management Continuous Improvement Seven Step Improvement Process Deeming Cycle & CSI Model

Continual Service Improvement ITIL V3 Methodology Service Strategy Definition of Business Requirements Determination of Market Space, IT Policies and Strategies Specification of Service Portfolio Demand Management Financial Management Service Operation Functions Service Desk Operations Management Operations Control Facilities Management Technical Management Applications Management Lifecycle Processes Event management Incident Management Request fulfilment Problem Management Access management Service Design Service Level Management Service Catalogue Supplier Management Availability Management Continuity Management Capacity Management Information Security management Continual Service Improvement Seven Step improvement Process Deming Cycle & CSI Model Service Transition Change Management Service Asset & Configuration Management Knowledge Management Release and Deployment Management

Executive Summary - Approach and Methodology Plan Determine Deliver Process People Tools 1 2 3 4 5 6 7 8 9 10 11 12 13 16 18 19 20 21 22 23 24 26 28 30 31 33 34 35 37 38 40 41 42 43 44 46 47 48 49 50 51 52 53 54 55 56 57 58 59 Surveys Interviews Improvement Roadmap Engagement Plan with validated scope, approach and deliverables Conducted interview sessions on all six processes with IT staff at POST Reviewed existing process documents and workflows in the tool at POST Validated the interview sessions /AS-IS with SPOC Validated OFI’s Prioritization criteria with POST Analyzed the AS – IS processes at POST with ITIL framework Translated findings into Opportunities For Improvement (OFI’s) and created process improvement roadmap

Sorry Guys, only joking….. ……………….after all it is only 7:30 But seriously….. Sorry Guys, only joking….. ……………….after all it is only 7:30

So what’s this game all about? Service delivery Architecture Strategy Incidents Licensing Staff Security Disaster recovery Help Desk Development Change Governance Infrastructure Networks Suppliers Projects Budgets

Service delivery Why’s it so hard? Interfaces Standards Availability Response Times Availability Priorities Licensing Help Desk Futures Speed to Market Training people Legacies Support Costs Value Constraints

You Service delivery What makes it all work? People Buy in Focus Process Tools Skills Training Discipline Purpose Dedication Structure Knowledge Relationships Commitment Engagement

So why do we do it? Service Delivery – Its your ticket to play! Coz that’s what we do…. We Deliver Service to organisations that are keen to leverage all that IT has to offer to Improve their performance, make more money or reduce risk. Get it right and you’re a hero, stuff it up and you’re a zero, One day you’re a Rooster, the next a Feather duster. Service Delivery – Its your ticket to play! Enjoy……………and good luck!