Upload
ca-technologies
View
78
Download
0
Embed Size (px)
Citation preview
World®’16
It’sTimetoGrowUp:EightAreastoIncreaseITSMMaturityAllenHoupt– Advisor,ProductMarketing,CATechnologies
AMX120S
AGILEMANAGEMENT
2 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
©2016CA.Allrightsreserved.Alltrademarksreferencedhereinbelongtotheirrespectivecompanies.
Thecontentprovidedinthis CAWorld2016presentationisintendedforinformationalpurposesonlyanddoesnotformanytypeofwarranty. The informationprovidedbyaCApartnerand/orCAcustomerhasnotbeenreviewedforaccuracybyCA.
ForInformationalPurposesOnlyTermsofthisPresentation
3 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Abstract
Withallthetechnologyandprocessimprovementsoverthepast20years,andwithalmosteveryITorganizationseekingtoincreaseITSMmaturity,whyhaven’tmaturitylevelsrisenmore?ThissessionwilldiscusshowtoincreaseITSMmaturityineightdifferentareas,includinguserexperience,processautomation,incident,problem,change,configuration,requestandknowledgemanagement.
AllenHoupt
CATechnologiesAdvisor,ProductMarketing
4 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Agenda
THESTATEOFITSMTODAY
INDICATORSOFITSMMATURITY
IMPROVINGITSMMATURITY
ASSESSINGYOURITSMMATURITY
QUESTIONS&ANSWERS
1
2
3
4
5
5 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
WhatistheStateofITSMToday?
ITunabletodeliverorprovebusinessvalue
Focusontickets,notservice
Over/underlicensingofhardwareandsoftware
Costofticketsandmaturityunchanged
Services,assetsandsupportnotrepresentedinbusinessterms
6 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Complications
§ Changinguserexpectations§ Increasedcompetitionè Pressures
toreducecosts;reallocationofbudgetandresources
§ Applicationeconomyè IncreasedITcomplexity
§ Explosionofcloudandexternalserviceproviders
§ Rogue/ShadowIT§ Increasedsoftwareaudits
EverythingisMagnifiedandYouareAccountable
World®’16
7 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD7
HowThisHurtsYouHowThisHurtsYou
§ ITisthelastresort§ Analystsresolveissuesoutsidethedesk§ Businessengagesexternalproviders§ IT’svalueandreputationare
undermined§ Business-userproductivityis
compromised§ Unplannedorunnecessaryexpenditures§ Risktopersonalandbusinessreputation
World®’16
8 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
MaturityStartsat3onaScaleof51
2.25 2.35 2.35 2.33 2.31 2.35
0.00
0.50
1.00
1.50
2.00
2.50
3.00
2009 2014
AverageI&OM
aturity
1 Source:CATechnologies,“Multipleindustryanalystreports”
9 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
MaturityStartsat3onaScaleof51
2.25 2.35 2.35 2.33 2.31 2.35
0.00
0.50
1.00
1.50
2.00
2.50
3.00
2009 2014
AverageI&OM
aturity
1 Source:CATechnologies,“Multipleindustryanalystreports”2 Source:2015TechValidatesurveyofmorethan270ITSMindividualscommissionedbyCATechnologies
10 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Whysolittlecostimprovement?
Sources:ThinkHDI.com/Research,“2007-2010HDIPractices&SalaryReports”and“2011-2014HDISupportCenterPractices&SalaryReports”
CHAT
PHONE
WALKUP
2007 2014
10
15
20
25
5
12 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
IndicatorsofMaturity
ITSMMaturity
IncidentandProblemManagement
ChangeandConfiguration
KnowledgeManagement
Process,Automation
andIntegration
UserExperience
RequestManagement
AssetManagement
Business/ITAlignment
13 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
IncidentandProblemManagement
§ Statustransitionsautomatedbyworkflow§ Graphicalrootcauseanalysis§ Integratedtelephonysystem§ "At-desk"or“walk-up”support§ Supportautomation§ AutomaticissuecreationfromITOpsevents§ Autoassignmenttoteams/individualsbasedonissueattributes§ Businessimpact($,reputation)usedtoprioritizeissues§ Collaborativeteamapproachtoresolution§ ITOpseventscorrelatedè proactiveself-healing
MaturityIm
pact
MaturityWeight
LOW
14 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
ChangeandConfigurationManagement
§ Manualmanagementandprioritizationofchanges§ Changecalendarandautomatedconflictidentification
§ Automation-enabled,onlineChangeAdvisoryBoard
§ CMDBimplementedinproduction§ ConfigurationItemstiedtoservicesforbusinessimpact
§ Automatedrule-basedhandlingofunauthorizedchanges§ Changeprocessintegratedwithreleasemanagement
MaturityWeight
MEDIUM
MaturityIm
pact
15 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
KnowledgeManagement
§ Knowledgedocumentscapturedandavailable§ Knowledgeitemusefulnessratedbyusers
§ Solutionsembeddedinknowledgedocuments("clicktofix")
§ SearchinternalANDexternalknowledgesources
§ Knowledgeassetsmanagedacrosslife-cycle§ Relevantcollaborationthreadscapturedasknowledge
MaturityIm
pact
MaturityWeight
MEDIUM
16 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Process,AutomationandIntegration
§ Processesmanual;enforcedbypublishedpolicies
§ AlignedtoITIL®orbestpracticestandard
§ Processespredominantlyautomatedbyworkflows
§ ProcessestiedtobusinessvaluemetricstoproveITSM/ITvalue
§ ProcessesintegratedacrossITSMandITOperations
MaturityWeight
HIGH
MaturityIm
pact
17 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
UserExperience
§ Openandmonitorissues
§ RequestandviewITassets§ Postquestionstocommunity§ Games/awards/badges
§ Community-basedcollaboration§ Searchallknowledgesources§ Clearrepresentation/contextofrequest/issuestatus
§ Allaboveavailableviasingleself-serviceportal§ Mobileaccessforkeytasks
MaturityWeight
MEDIUMBusiness
ConsumersSupportAnalysts
ITExperts
MaturityIm
pact
18 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
RequestManagement
§ One-stopshopping- view/requestservicesandassets§ Businesslanguage
§ Costofservicesknown/presentedtoconsumers§ Servicelevelscommitted/presentedtoconsumers
§ Approval/deliveryofservicesautomated(viaworkflow)§ Consumptionmonitoredandusedtoprioritizeservices§ Charge-backimplemented
§ Monitorservicelevelsofexternalvendorservices§ Requestservicesincontext
MaturityWeight
MEDIUM
MaturityIm
pact
19 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
ITAssetManagement
§ Spreadsheetsormanualrecords§ Aggregatedviewsandmanagementofvendorcontracts
§ Self-serviceforviewingandrequestingITassets
§ Automateddiscoveryofhardwareassets§ Automateddiscoveryandidentificationof
softwareassets
§ Automatedreconciliationoflicensestodiscoveredsoftware
§ Optimizedreallocationofsoftwareassets
MaturityWeight
HIGH
MaturityIm
pact
20 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
BusinessandITAlignment
§ Operationalreportsandmetricsavailableandused
§ ITSMprocesses/servicestiedtovaluemetricsèproveITSMandITvalue
§ BusinessValueReportsandDashboardsavailableandused
§ ITSMprocesses/servicestiedtobusinessgoals/objectives
§ Servicesmeasuredbasedonbusinessvalueèsupportbusinessobjectives
§ Calculateaccuratecostofanissueorservicebeingdown
MaturityWeight
HIGHMaturityIm
pact
22 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
OnlineITSMMaturityAssessment
itsmmaturity.ca.com§ OverallITSMmaturity
§ Maturityin8ITSMcategories
§ Comparisonstootherswhodidassessment
§ 5-10minutestocomplete
§ Generatessavablereport
24 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Tosuccessfullydelivertherightservicesfortherightcosttothebusiness,youneedto:
Deployfullyintegratedservicemanagementprocesses
Managetheentireservicedeliveryandassetlifecycles
Optimallydeliverservicesandassets
Implementprocessandworkflowautomation
ManageandcontrolyourITenvironment
Measurecostandperformance
World®’16©2016CA.ALLRIGHTSRESERVED.
25 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
ITSMSphereofMaturityServiceDesk
Teams
BusinessUsers
Financial/AuditTeams
AssetManagers
SERVICES
Executives&Managers
ASSETS
ChangeManagers
ITSMMaturity
ServiceManagement
Alignservicescapabilitieswithmodernuser,delivery&businessdemands.
ManagementInsights
Keymetricsthatinformandguideyourservicedeliveryandassetbusinesses
AssetManagement
UnderstandhardwareandsoftwareassetstobettermanageITfinancials&compliance
ITOperations
AutomationandintegrationwithITSM&ITAM;correlateevents;proactiveactions
OperationManagers
26 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
IndicatorsofMaturity
ITSMMaturity
IncidentandProblemManagement
ChangeandConfiguration
KnowledgeManagement
Process,Automation
andIntegration
UserExperience
RequestManagement
AssetManagement
Business/ITAlignment
27 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
Focused“Baby”StepsLikewithanylargeproject….§ Don’ttrytoboiltheocean.§ Establishaplan,includingmetricsforabaselineandtomeasuresuccess.§ Initiallytargetsomelowhangingfruittoachievequicksuccessesanddeepenmanagementsupport.§ Thentargetareaswithhighbusinessvalueimpact.§ Sellandpromotetheentireeffort.§ Consideranagileapproachwhereprioritiescanshiftbasedonbusinessneedandpoliticalopportunity.§ Bragwhenyouachievesuccess.
SummarySowheredowegofromhere?
28 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
MustSeeDemos
ServiceDeskandSupportAnalystxFlowExperience
SoftwareandHardwareAssetManagement
RequestManagementandSelf-service
ManagementInsights–ReportingandDashboards