IT SERVICE MANAGEMENT FOR NON-IT MANAGERS (CXO)
Danil DintsisPh. D., PMP®, EXIN® accredited trainer
www.i-mokymas.com
BRIEF ABOUT THE PRESENTER
Ph. D. in System Analysis (Doctorate degree, ISCED verified)
Ph.D. in Technical management (Candidate degree, ISCED verified)
Portfolio manager and IT consultant, teacher and coach for 15+ years with the following certifications:
PMP®
EXIN accredited trainer for ITIL®, MOF®, Cloud computing, Operation services and Analysis (OSA®)
WHAT IS THE GOAL OF THE PRESENTATION
How ITSMmay help us?
How should we Work together
What shall I do with my IT people
What are our common goals
WHAT IS ITSM
Measurable targets for IT IT supportsMain business
IT as a Service Business-IT alignment
STEP1. ALIGN BUSINESS AND IT PORTFOLIO
WHAT IS IT INFLUENCE ON MAIN BUSINESS PROCESSES
Does your company have IT services with direct impact on sales, productivity, etc?
Are there any business services critically dependent on IT?
WHAT INFLUENCE MAY IT HAVEON MAIN BUSINESS PROCESSES
What are the risks and opportunities of using IT services?
What is the value added by IT?
How can we measure IT service value?
ALIGNMENT OF BUSINESS – MATURITY MODEL
5th (optimized) maturity level: IT implements business KPIs
Example: 0,1% growth of Internet bank service availability provides additional 5% of Internet banking cash flow
3rd (defined) maturity level: IT service based KPIs
Example: 95% of user requests and incidents are resolved according to SLA
4th (managed) maturity level: integrated IT and business KPIs
Example: 5% decrease of company’s website availability increases client phone calls twice
STEP 2. SERVICE CATALOGUE - AGREE ON SERVICE PORTFOLIO
Service catalogue contains full and transparent set of services, KPIs, and components
SERVICE CATALOGUE: STEP TO TRANSPARENCY
SC includes at Business level: Service attributes
Support days and hours
Service manager
Service KPIs (for example, Availability level, Restoration time in case of a failure, etc.)
Thresholds
Reporting tools and periods
Escalation contacts
Service cost
SERVICE CATALOGUE: COMPONENT LEVEL
SC includes at a Component level: List of components (resources, including human) which are necessary for
service delivery according to quality metrics mentioned in a Business level
Component support parameters
Component capacity, including risk mitigation subcomponents (i.e. second server)
References to third-party contracts, support warranties and obligations
Component support expenditures
STEP 3. SERVICE LEVEL AGREEMENT
Agreement between IT Department/outsourcing provider and business department
Regulates certain service conditions, KPIs, and interaction procedures for a single IT service or a group of IT services provided for this business unit
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COMMON TYPES OF SLA-S
Business unit based (includes all services for the certain BU)
Service based (describes IT service for all Bus)
Multi-level SLA
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SLA PROCEDURES EXAMPLES
Call process procedure
RFC process
Regular activities procedure
KPIs
Control procedure
Escalation procedure
Third-party dependencies (e.g. Internet provider and/or external Datacenter)
CONTROLLING SLA – CLEAR VISIONOF IT ACHIAVEMENTShttp://i-mokymas.com
STEP 4. CSI – IMPROVE CONTINUOUSLY
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CAN IT MAKE ME MORE HAPPY?
Join my seminar: “IT Service management for non IT managers (CxOs)” at
Http://i-mokymas.com/learning/itsm-trainings/it-service-management-for-non-it-managers-cxo/ Get detailed information on the subject Request our detailed consulting service Become satisfied and happy with you IT dep.
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THANK YOU!
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www.i-mokymas.com [email protected]
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