itSMF-Australia Deakin University “Where’s My Dinner?” Darren Burgess Program Director, Service Improvement Program Business Services Manager Information Technology Services Division Deakin University 4th August 2004

Specials of the Day Background Structured Project Approach Revitalised Program Organisational Re-alignment Program Structure Accelerated Approach How it is Different The Future

Background  Services Review  Service Support and Delivery  Commercial responsiveness  Alignment to Services  Service Improvements  Common, repeatable processes  We needed a Framework  We wanted to be better

Background  ITIL Selection Process –Common Sense –Practical –Public Domain –Non-proprietary –BS15000 Standard –British Government initiative –Demonstrated utilisation & success

Background  Partner Selection Process –Demonstrated ITIL knowledge & experience –Training capability –Proactive advice provision –Consultancy services –Vendor independence  And we found one…

Background  Getting Started –External Assessment –Recommendations for Improvement –Service Improvement Working Party –Joined itSMF –Talked to Other Organisations –Workshopped Assessment & Recommendations –Determined Process Priorities Service Level Management Incident Management

Structured Project Approach  Project Sponsor  Project Steering Committee  Project Manager  Document Driven –Project Concept Proposals –Funding Proposals –Project Initiation –Formal Project Documentation –Step-by-Step Progress  Quality Approach

Structured Project Approach  Doing the “right” things  Go it alone  Issues –Running “The Project” –Producing documentation –Lost sight of the desired outcomes –Delays between each step –Isolated, single stream projects –Resource Contention  Slower than expected progress

Structured Project Approach  Progress was made  Service Level Management Project –Service Catalogue –Service Offerings –Service Level Agreement  Absence of defined process  Service Levels not finalised  Misalignment between OLAs and UCs  Awareness was increasing

Structured Project Approach  Doing the “right” things  Training –95+% staff – Foundation Certificate –Key stakeholder staff – Managers Certificate  Built up a Library  Culture change  Pockets of ITIL  Improvement realisation

Revitalised Program  Why Change? –Enthusiasm of staff –Waiting for the projects –Keep the momentum going –Higher levels of discussion –Rapid and visible movement forward –Unsure how to implement  The Service Improvement Program

Organisational Realignment  ITIL Alignment  To accommodate the SIP  Revised Project Methodology  Senior Leadership Team  Process first, then structure –Confidence in the staff –Tight timeframes –Concurrent development –Close interfaces between ORP & SIP

Program Structure  Moved away from Committee to single Program Sponsor  Closer Partnering  Program Structure –Program Sponsor –Program Director –Program Advisor –Customer Stakeholder –Project Manager/Business Analysts –Process Definers –Technical Writers

Program Structure Project Teams Program Sponsor Program Board Program Director Key Customer Stakeholder Project Manager/ Business Analyst Service Desk, Incident & Problem Management Change & Release Management Service Level & Configuration Management ITSD Team Members Process Definers Program Advisor (External) Program Support Office ITIL Processes 7 & 8, etc… Project Manager/ Business Analyst Process Definers Project Manager/ Business Analyst Process Definers Project Manager/ Business Analyst Process Definers

Accelerated Approach  Program focus  Primary focus with full scope  Linked to the ORP & LEAP  High awareness campaign  Prioritisation across the organisation –Strategic –Tactical –Operational  Completeness vs %

Accelerated Approach  Reprioritisation of processes –Primary Priorities Incident Management Service Desk Problem Management Service Level Management –Secondary Priorities Change Management Release Management Configuration Management Capacity Management Availability Management IT Service Continuity

Accelerated Approach  The right people  Process Definition Method  Workshopped processes  Re-baseline  Iterative implementation  Journey of discovery  Target acquisition  Getting it done…

Accelerated Approach  Tooling process –In-house development –Integrated with existing toolset –Dynamic Systems Development Method (DSDM) –Developed with process –Functional requirements –Technical specification –Iterative Implementation

Accelerated Approach  Tooling process –External product –Integration with existing capabilities –Functional requirements –Review market –Business Case to compare build and buy –Installation –Customisation –Implementation

How it is Different  Program Management  Total & highly visible commitment  Partnering  Higher tolerance required –Risk –Resource commitment –Deliverables not clearly identified initially –Incomplete outcomes  Focus on outcomes  Rapid & visible achievements “Working towards the vision, not the specifics”

How it is Different  Achievements –Program Program Brief Process Definition Method Additional Resources Cultural Change & Staff Buy-In –Processes Workshops Project Plans Project Charters Process/Function Scopes Business Case/Cost Analysis

How it is Different  Achievements –Products Process Definitions Procedure Development Service Catalogue Corporate Level SLA –Organisational Growth Understanding Culture Enthusiasm Structural Realignment

ITIL Aligned Structure Head’s Office Service Desk Service Planning & Development Service Control Operational Service Provision Incident Management Problem Management Financial Management Configuration Management Release Management Change Management IT Service Continuity Management Availability Management Capacity Management Program Office Administration Service Level Management

The Future  The Program  A continuous quality improvement mindset –Review cycles –Link SIP to business planning –Link to the PPR process  Regular external scrutiny  Mature the realigned structure  Improvement opportunities

The Bill  How was your meal?  Now it’s you’re turn  Take out your wallets  Hand over the readies… Questions?