SESSION 803/media/HDIFusion/Files/speaker-handout… · Everything as a service Origin Outsourcing Ecosystem Steps Future Part 1: Origin Software as a Service Platform as a Service

SESSION 803 Friday, November 3,10:15am - 11:15am

Track: The Futurist

Value as a Service: The Next Frontier in ITSM

Nancy Van Elsacker Louisnord President TOPdesk USA, TOPdesk USA [email protected]

Session Description As more end users look for value over service, IT groups are having to focus more on delivering the results and performance their companies expect (value) than on owning and maintaining the technologies required to fulfill their mission. The move to the cloud and outsourcing are just the beginning of this trend. In fact, some believe most nondifferentiating IT functions will continue to be commoditized and outsourced, thereby requiring IT groups to excel at managing, monitoring, and tracking the third-party suppliers they depend on. ITSM ecosystem integration is a process that connects an IT group and all its third-party suppliers in delivering complete service value to the business. This session will illustrate why this is happening, what ITSM ecosystem integration is, the challenges it brings, and the impact that IT groups can expect from adopting it.

Speaker Background Nancy Van Elsacker Louisnord is the president of TOPdesk USA. Next to leading and building a team, she inspires service management professionals by presenting and writing articles focusing on how they can add value to the organization, specifically in the fields of shared service management, Agile, and the IT ecosystem. Nancy has ten years of experience in the service management field and extensive experience in HR before that.

mailto:[email protected]

Value as a Service The Next Frontier in

ITSM

Nancy Van Elsacker Louisnord

President TOPdesk USA

10+ years in Service Management

#ITecosystem #SharedServiceManagement

Twitter @NancyVElsacker

Linkedin linkedin.com/in/nancyvanelsacker

Part 1: Origin

Part 2: Outsourcing

Part 3: Ecosystem

Part 4: Steps to take

Part 5: Future Ecosystem

Origin Outsourcing Ecosystem Steps Future

Value as a service

Everything as a service


Part 1: Origin Software as a ServicePlatform as a ServiceInfrastructure as a ServiceHuman as a ServiceWorkspace as a ServiceMobility as a Service

We don’t want to buy, we expect a service


Consumer expectations in a business environment


Forget ownership, performance counts



Product delivery Service delivery Value delivery


Part 2: Outsourcing

Advantages of outsourcing

• Shift of Responsibility

• Knowledge/Expertise

• Stability

• Continuity

• Quality and innovation


Challenges of outsourcing

Loss of transparencyand insight




Shift of responsibility

Shift of accountability


SLA alignment



Service Catalog


Challenges

IT Expertise & Staff



Part 3: Ecosystem

• Procurement management

• Focus on contract negotiation and monitoring

ITIL Supplier Management


SIAM / MSI

An approach to managing multiple suppliers of services and integrating them to provide a single business-facing IT organization. It aims at seamlessly integrating interdependent services from various internal and external service providers into end-to-end services in order to meet business requirements.


SIAM / MSI pitfalls

•Another framework

• “Layer” in between

• Focus on solution vs value


Ecosystem Integration

Ecosystem

“All the plants, animals, and people in an area considered together with their environment as a system of relationships” Source: Cambridge dictionary



Ecosystem Integration

Ecosystem

“All the plants, animals, and people in an area considered together with their environment as a system of relationships”Source: Cambridge dictionary


Part 4: Steps to take

Value for end users

(re)Define and

(re)Structure Suppliers

Strategic Supplier

management


Value for end users

• End goal: Happy customer

• Customer satisfaction survey

• XLA’s vs SLA’s


Define and Structure Suppliers


Leverage items

Strategicitems

Non-critical items

Bottleneckitems

Pro

fit

imp

act

Supply risk

Structure Suppliers


Low costs/ Sufficient quality Too few benefits

Costs too high

Efficiency

Added value

Impact to business

Inve

stm

ent

in s

up

plie

r Good investment

Strategic supplier management

• Fits in with your organization

• Shared interests

• Offers added value


Supplier relationships


Agreements Motivation

Freedom

Penalty clauses

Contracts

Loyalty

Shared interest

Expertise

Insight

Elbow room

Clear expectations

MEANINGFUL PARTNERSHIPS

SELECTION PART OF THE TEAM

Collaboration + knowledge sharing


Part 5: The Future Ecosystem


The Future EcosystemBreaking through silo’s

• Within IT

• Between departments

• Internal - External

The Future Ecosystem

Shared Service Management throughout the entire chain


Take-aways

• Focus on the end goal (customer happy)

• Strategic supplier management

• Choose Relationships over Procedures and Agreements

Communicate, Collaborate, Cooperate

Documents

SESSION 803/media/HDIFusion/Files/speaker-handout… · Everything as a service Origin Outsourcing Ecosystem Steps Future Part 1: Origin Software as a Service Platform as a Service