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

2. IT Operating Model

3. Service Management Process Maturity5
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

4. 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

5. 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

6. 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

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

8. 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

9. 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

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

11. 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!