Austin Tech Introduction Deliver Business Value With It Service Management V0 2a

© 2010 Austin Tech Corporation

Deliver business value with IT service management

Austin Tech Consulting

a different kind of consulting company


Navigating an uncertain economy

Helping clients realize value

Austin Tech service management portfolio

Next steps

Agenda


Austin Tech helps clients deliver business value with service management


In a volatile global economic environment, businesses are looking to leverage service management to better address strategic goals

Executive summary:

Clients are achieving value with their service management initiatives in these economic times

Clients can start with a service management strategy engagement and choose projects that give them the desired return

Through the portfolio of services Austin Tech provides, we are helping clients realize cost savings and are helping them align IT and business priorities

Service management

strategy engagement


Economic uncertainty is currently the strongest external influencer affecting business strategy and plans

0% 20% 40% 60%

Economic uncertainty

61%

Customer changes 46%

Regulatory requirements 38%

Consolidation/reorganization 36%

Low-cost competitors 34%

Percentage of respondents indicating an issue as having a significant impactNOTE: Respondents could rate multiple issues as having a significant impact.


A challenging business environment drives IT organizations to rethink how to best support the business

Quickly changing economic conditions contribute to a volatile business environment

Increased dependency on IT services leads to increased business risk

The cost and business risks related to IT services demands, improved IT governance and management are increasing

In a complex worldwide business

environment, the only certainty is uncertainty.


Nearly 40 percent of organizations achieved a return on investment within 12 months of implementing service management

This graph shows time to ROI for companies that implemented service management solutions using external providers

16%

23%

3%30%

28%


What is service management?

IT service management

IT service management is the integrated management of the people, processes, technologies and information required to ensure the cost and quality of IT services valued by the customer.


IT Infrastructure Library (ITIL) best practices are just the beginning

The Information Technology Infrastructure Library® (ITIL®) approach is a set of concepts and

policies for managing information technology services, developments and operations.

The ITIL approach gives a detailed description of a number of important IT practices with

comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs.

ITIL best practices are published in a series of books, each of which covers an IT management topic.


What does the state of IT look like before and after implementing a successful IT service management strategy?

Not meeting service levels

Critical business services

Low efficiency on IT process

Unclear metrics

Unknown time to value

IT services aligned with business objectives Improved service availability and quality Improved customer satisfaction Reduced operational costs Minimized incident resolution times More than 90 percent of service level

agreements met Increased levels of efficiency IT services maximize existing capabilities

and resources

The following presents a typical “before” and “after” state for a company that has successfully implemented an IT service management strategy.

Before state After state


Austin Tech integrates and delivers best practices through a comprehensive set of services

Strategy and

planning

Service Management Strategy and Design

Key deliverables

Assessment Strategy and roadmap Services portfolio Services strategy

Design Implement

Service Management Strategy and Design

Service Management Implementation

Key deliverables

Redesign of services, processes, organization, technology

Key deliverables

Implemented services and processes

Manage/operate

Service management managed services

Key deliverables

Managed services


Austin Tech offers three types of service management strategy and planning engagements, sized to address clients’ needs

Service management strategy and planning from Austin Tech offers the following:

Service management strategy and planning workshop

Three to five days Develop strategic initiatives to align IT with the business

Service management strategy and planning assessment

Four to eight weeks Diagnostic assessment of IT management capabilities. Includes

improvement plans and a roadmap based on the assessment

Service management strategy and planning (full)

Eight to twelve weeks Includes a detailed maturity assessment, a solution outline and a

detailed initiatives roadmap with business case justification


Service management design from Austin Tech can help clients optimize the value of their service management investment

Process design

Management and monitoring design

Service management design services from Austin Tech offer the following:

Service management design

Timeline depends on client requirements but typically runs 4–12 weeks

Design processes and service activities, required roles and functions, information work products, tools architecture, services, and implementation plans

Management and monitoring design

Timeline depends on client requirements but typically runs 4–12 weeks

Provides design expertise to create a robust event automation solution that drives higher IT service availability and quality


Service management offerings from Austin Tech are based on the intersection of people, processes, information and technology

Processes Policies and

governance Process design Workflows

Technology Architecture Tools Testing and

deployment

Information Information

workflow Data model Screen definition Data migration Measurements

People Roles Skills Staffing levels Resource

planning Training


The Austin Tech portfolio of services can help clients cut costs while effectively aligning IT and business priorities

With service management, you can begin achieving value even in the current economic environment

We can help you get started with a service management strategy engagement and choose projects to begin generating value based on your needs

Austin Tech is helping our clients realize cost savings and better align their IT and business priorities with a portfolio of services that are available today

ITpriorities

Businesspriorities


How can you get started?

1. Develop a plan to create IT services value based on business objectives

2. Create measurement indicators based on business outcomes

3. Begin with the services, then integrate tools and technology

4. Drive improved decision making


Are you getting the most value from what you already have?

A smarter infrastructure supports a smarter business:

Accelerating change and innovation helps you react quicklyto opportunities.

Collaboration increases the productivity of your people

Information management improves the value of data

What’s stopping you?


Accelerating change and innovation provides competitive advantage

Change and innovation

You become more flexible and nimble.

Your business processes are optimized.

You can build new or adapt existing software to support new businessprocesses quickly.

You have reduced the cost of software projects and maintenance.

Your existing and older applications are modernized and extended to the Web so that you are wringing the most value out of your IT investments.


Do you trust your information?

Managing information

Is the information you’re relying on:– Accurate?– Timely?– Relevant?

The cost and complexity of managing increasing volumes of information can undermine your trust.

Spreadsheets, free data management trial software and embedded archiving capabilities can’t handle the deluge.


You can use information management to provide new insights from your existing data

Managing information

Turn data into useful business insight with:» Broader access» Higher efficiency» Better accuracy» Keener insights

Help ensure that you are delivering consistent and reliable data anywhere in your company.

Integrate information from multiple data sources for more effective decisions.


Accelerate change and innovation with these solution offerings

Change and innovation

Business Analysis Change Management Project Management Risk Management Quality Assurance and Control ITIL V2 & V3 Framework COBIT Governance Compliance & Control SOX SAS 70 Type 1 & 2 Knowledge Management


Thank you for your time today

For more information:

Please visit www.austintechinc.com

Contact:

For more information

[email protected]

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Austin Tech Introduction Deliver Business Value With It Service Management V0 2a