ITSM Governance: Moving Ahead and Staying on the Rails (166234809)

7/29/2019 ITSM Governance: Moving Ahead and Staying on the Rails (166234809)

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ITSM Governance:

Moving Ahead & Staying on the Rails

NERCOMP Annual Conference

March 13, 2013

Ricardo Chavira

Associate Director, Service Management

1



Overview & Introduction

• Definition & Overview

• Benefits of Good Governance

• Overview of Roles and Responsibilities

• Governance Groups

2



What is Governance?

IT governance has to do with “specifyingthe decision rights and accountability framework to encourage desirable

behavior in using IT.”

Source: “IT Governance,” Peter Weill & Jeanne Ross

3



What is Governance?

Good Governance =\= Right every time!

Good Governance = Good decision-making process

4



Why Governance?

WIFM?5



Benefits of Good Governance

Who benefits from good Governance? Everyone!

• Typically thought of as role of senior leadership, board of

directors; but everyone has a role to play.

• Good decisions can’t be made in a vacuum.

• Stakeholder engagement is critical.• RACI – even the C and I are important!

6



Good Governance & Transparency

7



Benefits of Good Governance

8

Prior to Formal Governance

• Ad Hoc Process Ownership• A “unit” might declare ownership

• No single point of accountability

• Little or no process maturity

• No agreed upon measures

• Ad hoc metrics for units using a process

• Processes ill defined & used sporadically

• No Service Ownership

• Applications might have individual owners

• Applications loosely grouped

• Ad Hoc and incremental improvement

• Loose accountability for Customer Satisfaction

• No recognizable Process or Service

Leadership

With Active Governance

• Clear Process Ownership

• A named individual is agreed upon owner

• Is accountable for a process

• Creates a path to maturity

• Defined agreed upon measures

• Consistent metrics across organization

• Processes defined & used consistently

• Clear Service Ownership

• Applications are part of a service and viewed collectively

• Service Roadmap & Continual Service Improvement efforts for

all components of a service

• Service owner accountable for customer satisfaction

• Yale developing Process and Service

Management Expertise



How to set up Good Governance

How do you set up good Governance? It depends …

• Need to adopt governance model to what works for yourorganization

• We’re really talking about changing culture – because

culture beats strategy every day of the week!

9



ITILv3Processesand func%ons

Demand

Management

Financial

Management

Strategy

Management

Service Portfolio

Management

Service Catalog

Service Level

Management

Capacity

Management

Availability

Management

Service Continuity

Management

Information Security

Management

Supplier Management

Knowledge

Management

Change Management

Asset and

Configuration

ManagementRelease and

DeploymentManagement

Transition Planning

and Support

Service Validation

Testing

Service Evaluation

Incident Management

Problem

Management

Event Management

Request Fulfillment

Access Management

Operations

Management

Service Measurement

Service Reporting

Service Improvement

Service Desk function

Application

Management function

Technical

Management function

Business

Relationship

Management

Service Strategy Service Design Service Transition ServiceOperations

Continual ServiceImprovement

Design Coordination



Governance Activities

ITSM Practitioner’s Group (1-2x month)

• A Community of Practice

•

Open gathering covers all aspects of IT ServiceManagement, ITIL, and ServiceNow.

• Topics include SN releases, ITIL Processes and theirimplementation, tool tips & tricks, training needs.

• Group provides ITSM team with feedback as the “eyes & ears” on the ground.

Change Advisory Board (weekly) • A technical board which delivers support to the Change

Manager in approving requested changes and assisting inthe assessment and prioritization of changes.

• All aspects of the organization represented.

11

ProcessOwners

PortfolioCommittee

ServiceBoard

ITSMProgram

Committee

ChangeAdvisoryBoard

Practitioners

Group



Governance Activities

Process Owners (monthly)

• Single point of accountability for all aspects of process,ensuring it is fit for purpose.

• Reviews process metrics across all services, assesses

process integrity, recommends CSI projects for processes

• Works with ITS units to ensure process compliance

Service Board (monthly)• Single point of accountability for all aspects of a service,

including technical operations, metrics, and customersatisfaction. This includes end to end service lifecycle

• Conducts service reviews, identifies CSI projects for

services, develops capability roadmap

• Works with Service Portfolio owner to represent serviceneeds, issues to Service Board and strategic committeesand special interest groups

12

ProcessOwners

PortfolioCommittee

ServiceBoard

ITSMProgram

Committee

ChangeAdvisoryBoard

Practitioners

Group



Roles and Responsibilities

13

Who are the Process Owners?




14

These are the Process Owners!

l d b l




15

Who are the Process Owners?

• Most are filled by full-time staff

• Attempt to match process roles with current duties:

• Incident filled by Service Desk manager

• Change done by DC Ops manager

• Request filled by Network manager

• A few dedicated roles:

• Knowledge Manager

• Problem & Major Incident

• Some turnover, change of roles

l d ibili i




16

Service Owners • Defines Business Services

• Define the components that make up the service

• Define service levels and expectations

• Defines service financial models

• Focus on Customer Satisfaction

• Responsible for Service maturity

• Reviews all process metrics for a single service

• Partners with those who own components of the business service to

improve the service capabilities and customer satisfaction



Maturity Roadmap

17

Sample of Maturity Roadmap > ITIL Service Operations



Process & Service Ownership Integration

ProcessDashboard

ServiceDashboard

ServiceDashboard

ServiceDashboard

ServiceDashboard

ServiceDashboard

ServiceDashboard

Process

Dashboard

ProcessDashboard

ProcessDashboard

S e

r vi c eA

S e

r vi c e C

S e

r vi c eD

S e

r vi c eE

S e

r vi c eB

S e

r vi c eF

Business Services

Processes

Incident

Problem

Request

Change

Master Metrics

Catalog

How is the service performing?

H ow

i s t h e pr o c e s s p er f or m

i n g?



Thanksforpar4cipa4ng!

Pleaseshareyourfeedback

19

RicardoChavira

[email protected]

Documents

ITSM Governance: Moving Ahead and Staying on the Rails (166234809)