DIGITALIZATION WITH IT SERVICE MANAGEMENT & IT SERVICE ... · Customer centric service design. Service Design Thinking methodology and toolbox. IT‘S ALL ABOUT SERVICE DESIGN THINKING

Karl Klostermann, BMW Group IT

Service Management Group IT Project

DIGITALIZATION WITH IT SERVICE MANAGEMENT & IT SERVICE DESIGN THINKING.BMW’S APPROACH TO CHANGE THE IT FROMSILO ORIENTATION TO A SERVICE ORIENTED BEHAVIOR.

SPEAKER INTRODUCTION.

Name: Karl Klostermann

Title: IT Project Manager

Function: Customer Channels - IT Infrastructure & Technology Management

Company: BMW AG

Experience: 10 years at BMW AG, 3 years project manager of IT Service Management.

Expertise: Agile Methods, DevOps, IT Service Management, …

Achievements: Introduced IT Service Design Thinking incl. complete toolchain, introduced IT Service Management Platform with

automation capabilities,…

Current Projects: Agile Transformation Agent at BMW Group IT. Rollout IT Service Catalog 2018.

Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018 Page 2


MY COMPANY – BMW.


WHY ARE WE HERE?

OBJECTIVES AND WHAT YOU WILL LEARN.

Objectives

Delivering IT Services in an efficient and managed way is possible – but only if you combine:

1. IT Service Design Thinking.

2. A Service Oriented Architecture integrating your legacy world.

3. State of the art service lifecycle management.

4. A highly motivated, interdisciplinary team.

What you will learn

Implement cloud based IT Service Management in a strongly regulated EU Data Protection Enterprise environment.

Designing a Service Oriented Architecture for Automated Service Fulfillment.

Understanding your Customers Needs.

Service Data is the Key.



1. IT SERVICE

MANAGEMENT IS

HARD WORK …

(BUT WORTH IT)


2. “DIGITALIZATION

AND THE NEW

NORMAL”

THE NEW NORMAL - MASLOW 2.0


Self-actualization

Love and belonging

Safety

Physiological

THE NEW NORMAL - MASLOW 2.0


WIFI

Self-actualization

Love and belonging

Safety

Physiological


3. BE READY FOR THE

UNKOWN UNKOWN

INTRODUCING IT SERVICE MANAGEMENT.HELP TRANSFORM GROUP IT TO A SERVICE ORIENTED IT ORGANIZATION.


Customer centric service design.

Service Design Thinking

methodology and toolbox.

IT‘S ALL ABOUT

SERVICE DESIGN

THINKING !

Automation of service fulfillment

for faster time to business and

time to value.

Remove irritations caused by

different IT fulfillment channels.

IT‘S ALL ABOUT

TIME TO BUSINESS !

Reduce Customer Touchpoints.

Aligned interaction with IT

processes.

IT‘S ALL ABOUT

CRUSHING

COMPLEXITY !

IT SERVICE MANAGEMENT - WHAT IS AN IT SERVICE ?


ITIL V3 - “oldschool”An IT Service is based on the use of Information Technology and supports the Customer's Business

Processes. An IT Service is made up from a combination of people, processes and technology.

FireScope - “modern”The discreet points of interaction between your technology and your customers, both internal and external.

BMW - “engineer”

(IT Components* + Customer) x Time = IT Service

*IT Component can be a technology, product, consulting, system, hardware, device, app, operation, etc.

instead of …

THE FIVE PRINCIPLES OF DESIGN THINKING.


The entire environment of a service

should be considered

5. HOLISTIC

Intangible services should be visualized in

terms of physical artefacts

4. EVIDENCING

The service should be visualized as a

sequence of interrelated actions

3. SEQUENCING

Services should be experienced through the

customers’ eyes

1. USER CENTERED

All stakeholders should be included in

the service design process

2. CO-CREATIVE

DESIGN THINKING APROACHES.


Criteria Design Thinking Lean StartupService

Engineering

User Centered

Design

Service Orientation

Customer Orientation

Discovery of Hidden Needs

Fast Iterations

Integration of different stakeholder

Flexibility towards different design goals

Integration of existing services

Assessment of business case

Easy Application

Reproducibility

Consistency

Early Prototyping

Quality Gates


4. THERE ARE A LOT OF

STORIES TO TELL …

DESIGN THINKING ROADMAP.HOW TO START YOUR CREATIVE JOURNEY.


Design Thinking

Crash Course

1Session

duration 3h

Product- and

Life Service Experience

Design Thinking Basics

(incl. Prototyping)

Present the

Prototype as Elevator Pitch

Service Design

Thinking I

2Session

Definition of

Service Ideas

Understand

Pains & Gains of your customers

Mapping on

Service Offeringduration 3h

Service Design

Thinking II

Fastlane

internal employee3

Session

Service Definition

Touch Points

duration 8hCustomer Journey

4Session

Service Design

Thinking III

Service Experience

(implementation)

Service Experience

(Lifecycle)

duration 8h

Outcome

Methodologies & Processes

Toolbox

✓

✓

IT SERVICE MANAGEMENT.IT‘S ALL ABOUT CUSTOMER EXPERIENCES.


TRADITIONAL IT ORGANIZATION AS A SERVICE

Install software

Order a phone

Order a PC

Apply for

mailbox

Using email request

Using web portal 2

Using web portal 1 Typing in

Using web portal 3

Using web portal 4Apply for

remote access

John Doe

2354222

John Doe

2354222

John Doe

2354222

John Doe

2354222

John Doe

2354222

Customer

IT SERVICE

MANAGEMENT

Service Strategy

& Design

Service Transition

Service Operations

SE

RV

ICE

DE

SIG

N T

HIN

KIN

G

Install

softwareProvision

a phone

Provision

a PC

Provision a mailbox

Provision

remote

access

ORCHESTRATED IT SERVICE FULFILLMENT

Name John Doe

Employee No. 1234568

Location Germany

Office ITZ

Delivered

FG-customer

SERVICE CONFIGURATION DATA

ONE STOP SHOPPING

✓


5. TALK IS CHEAP

SHOW ME THE CODE …- Linus Torvalds -

IT SERVICE MANAGEMENT. HOW WE DO IT.SERVICE MANAGEMENT PLATFORM.


Service Oriented Data Bus (Service Bus)

Fro

nt-S

tage

Bac

ksta

ge

Service Management

DatabaseFNT Service Planet

Service

OrchestrationIsonet WFXpert.Net

IT Ticket

(Incident, Change,

Workorder, Tasks)

E-Mail

User Device

Order automation

...

CMDB EVENT MANAGEMENT ……

IT-Customer

Customer Knowledgebase IT Support Chat Ticket Self ServiceService Catalog Callback

Service Offering Ticket Container

Service Instance, Service Definition

Fulfillment Systems

ACCOUNTING

https://svcmdb.bmwgroup.net/




















IT SERVICE MANAGEMENT PLATFORM.RESULTS.

Strategie Tage IT Bensberg March 18 | Karl Klostermann, Customer Channels - BMW Group IT | 13.03.2018

100+Automated

IT Services

>1.000Happy users per day

on the platform

15Minutes saved

per request

(No manual IT Ticket creation by user)

0Outages in 2017

>1.000Knowledge articles

>3 Mio.Configuration Items

In ServiceBus

> 30.000Service Requests with

automated fulfillment

processed p.a.

Getting better every day

Platform ready for new functionality & processes

Page 20

TOP TAKEAWAYS.


Customer:

✓ Put your customers in the

middle of the game.

✓ Know customers pains &

gains.

✓ Design (not only implement)

a Service.

✓ Use minimal viable products.

Channels:

✓ You can easily implement

new channels to your

customers.

✓ Every channel is based on

same same data.

✓ Digitalize touchpoints and

processes.

Architecture:

✓ Principle of loosely coupled

systems.

✓ Best of Breed.

✓ Hybrid cloud architecture.

✓ Service Oriented

Architecture.

Service Data:

✓ Implement a Service Management Database (SMDB)

✓ Implement a Service Bus.

✓ Legacy systems will stay as data master - service bus handles data.

✓ All existing and new IT services will take advantage of every new interface to legacy system.

1 32 4

THANK YOU. Q&A.


Documents

DIGITALIZATION WITH IT SERVICE MANAGEMENT & IT SERVICE ... · Customer centric service design. Service Design Thinking methodology and toolbox. IT‘S ALL ABOUT SERVICE DESIGN THINKING