1. Advisory report Assessment & Improvement of IT Services / IT Service Management Nynke de Vries

2. 2 Analyse: Customer Client or customer is known: the ‘business’ –Organization –IS and IT infrastructure –C/U matrix Analyse ICT dependency in ‘business’ –What kind of users? (user analysis) –Which IS is important and how (impact analysis) –What are the risks in regard to IS (risk analysis) SLA-specs (for minimum of 2 processes)

3. 3 Analyse: supplier Supplier is known: IT (service) management –Current organisation/tasks, etc. of IT organisation –Opinion of customer / user –Opinion of IT staff / IT manager Choose methodology Analyse IT management –Compared with BiSL/ASL/ITIL reference model –Specifications regarding quality level –Visualisation

4. 4 Lemniscaat Sufficient information and analysis to give advice

5. 5 Goal advisory report: BITA Business IT Alignment ICT services should be operational at such a level that they meet the functional and performance requirements of the business Effectiveness and efficiency in IT service management is apparent to customer and supplier Process in which ‘ICT’ and ‘business’ are jointly responsible for further development of the ‘business’

6. 6 Resources advisory report  Impact analysis and risk analysis Priorities Weaknesses  SLA specifications Pit (IT service, infrastructure) Peel (IT service delivery)  Assessment of the IT organisation Departure point for improvement  Lemniscate Specify monitoring / measurement procedures Evaluate “internal” and “external”

7. 7 Advice Long-term perspective (> 5 years) –Ultimate goal: what CMMI level per process –Global growth pathway Short-term goal (1 year) –Short-term goal: which processes at which level –Specific growth pathway: action plan for coming year –Changes in infrastructure processes organization –Communication: customer and supplier –Measuring and monitoring –Financial aspects

8. 8 Strategy improvement business point of view unimportantimportant dynamicstatic

9. 9 Goal setting long and short-term –CMMI continuous –Determine per process maturity level Long term: Determine required ultimate level per process Short term: bring to the next CMM level per process

10. 10 Model

11. 11 Considerations: growth Thesis Never skip a CMM level Question 1 Do you have to begin at CMM level 1 in a ‘green field’ situation? Question 2 Is the ultimate goal always CMM level 5?

12. 12 Changes ‘pit’ software and infrastructure Result of risk analysis weaknesses –people, hardware, software, data bases, procedures Result of impact analysis prioritise –which risks should be revealed –preventive, detected, curative, reactive

13. 13 Changes ‘peel’ services Based on impact analysis, risk analysis, assessment, … BiSL/ASL/ITIL processes –Which processes should remain / be introduced / be deleted Activities and tasks –Which activities within the processes should remain / be introduced / be deleted –BiSL/ASL/ITIL as reference model for processes –Task list of Looijen or Kwintes for activities

14. 14 Changes in organization Who will govern ICT in the ´business´ –Never outsource IT Governance?!? Define functions –Responsibilities, authorizations, knowledge, insight and skills and / or Outsource –Which part of the IT? –Responsibilities, authorizations in the business concerning ‘Demand’

15. 15 Implementation Test –Validate by simulating Communicate, prevent GAP 4 –Client and provider –Scenario/manual/implementation plan/action plan Execute –Coördinate and stay communicative –Plan your evaluations

16. 16 Simulation

17. 17 Test and simulate Test and train through games –Apollo13 game –Control IT game –Governance game Best practices

18. 18 Reporting and evaluating Follow the lemniscate straightforward! –Plan the evaluations, delete GAP 5 –Service Level management: client Evaluate regularly (external reports) React to deviations: adapt SLA ‘customer demand’ or ‘supplier offer’? –Service Process Management: supplier Evaluate regularly (internal reports) React to deviations: through capacity management, availability management, continuity management

19. 19 Next week Measuring and monitoring –Corrections while driving –Prepare new cycle Finance –Calculating costs of IT Services –TCO, ABC, …?

20. 20 Chapter 5 Advice Long and short-term goal justification of business case Changes ‘pit’ justification in risk + impact analysis, SLA specs Changes ‘peel’ justification in all analyses Changes in processes improve, implement new BiSL/ASL/ITIL processes Changes in organization implement ‘governance’, motivation outsourcing, Establish BITA report and evaluate and re-act (Deming)