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IT Service Management Program(IT SMP) Roadmap

Cindi LockerIT Service Mgmt. Program Mgr.

Progressive Insurance

Greater Cleveland LIG: 06/21/2007

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Presentation Objective

Provide practical, descriptive guidance on an approach to: Empower internal, process owners, managers

and process experts to develop and obtain approval to a implement an ITSM Roadmap recommending incremental (quick win / quick hit) change across all

(11) ITIL disciplines concurrently

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Agenda Roles / Responsibilities & Rules

Management Framework Guiding Principles

Assessment Goal Method Timeline of Accomplishments Approach

Results Levels of Process Maturity Opportunities

Implementation Goal Recommendation Phase 1 Deliverables Where Are We Now

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Roles & ResponsibilitiesManagement Framework

....with varying levels of control, players and responsibilities…

Program Manager Steering CommitteeBoard of Directors

SPONSORSHIP

Solution Development, Delivery & Deployment

Solution Development Teams

Project Management

Solution Delivery & DeploymentTeams

Strategic & Tactical Management of Change

Training

LEADERSHIP, VISION STRATEGIC PLANNING

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Guiding Principles

ITIL: We will use ITIL as a guide as we develop our Service Management Program. Our goal is to follow their recommendations. We will try to keep deviations to a minimum.

Pace: We will manage culture change, increasing and changing demands of the business, and maintain momentum through the execution of quick win, quick hit projects, at a steady pace meeting committed dates.

Resources: We will release and empower the necessary and appropriate existing staff on a full or part time basis to design new processes and procedures in accordance with the Roadmap.

Sponsorship: As sponsors of the program, we will: Ensure department wide awareness of strategic goals Encourage and support involvement at all levels of the organization Implement changes to the organization structure if needed Hold people accountable for completing tasks and adhering to standards and guidelines

Organizational Independence: We see our roles as providing the guide rails in which organizations can move independently yet still honor the concept of being virtually the same.

Simplification: We will leverage industry best practices and solutions where possible. (Never start with a blank page, avoid the trap of thinking we have unique needs.) We will look to retire existing processes were applicable to meet an overall goal of administrative simplification.

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Guiding Principles – Continued

Data (Integrated & Quality): We will promote the correlation of data across Service Management modules/disciplines. We will build systems and processes that insure data quality.

Systems of Record: We will enforce no duplication or creation of redundant data and recognize one source of information for official reporting. If there are deficiencies in that source, we will work to correct the problem.

Process Ownership: We recognize the need for identifying process owners.

Team Work: We hold ourselves accountable to widespread sharing of all information, best practices, and opportunities in support of our common goal of continuous improvement.

Continuous Improvement: We recognize Service Management as a continuous improvement program.

Compliance: We are committed to assuring compliance to the program.

Enterprise Solutions: We will invent and build IT wide solutions and responsibly communicate those decisions.

Temporary Solutions: Temporary solutions are acceptable. However, all or portions of the temporary solution may need to be redone when an enterprise approach is implemented through the Service Management Program. Although the temporary solution is not preferred, it would solidify the areas requirements as they would have actual experience with their approach.

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AssessmentGoal

An Objective ‘Look in the Mirror’ Factual Audit / Investigation

Strengths (What We Do) Opportunities (What We Can Do Better)

Realistic Conclusion Current Level of Process Maturity

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Integrate and Determine Sequence

ofAssessment

Results

Summarize and Report Results

Individual ITSMProcess

Assessments

IT SMP Roadmap of Sequential Tasks

AssessmentMethod

• 11 ITSM Processes• 29 People

11 Teams 10 Leads 3 – 7 Per Team

• ‘Standard’ Assessment Guides Questions Evaluating Existence of1. 1.0 Prerequisites2. 1.5 Management Intent3. 2.0 Process Maturity4. 2.5 Internal Integration5. 3.0 Process Output6. 3.5 Process Quality7. 4.0 Management Information8. 4.5 External Integration9. 5.0 Customer Interface

• ‘Standard’ Assessment Report Template

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AssessmentTimeline of Accomplishments

Round 5Work Days 34 - 37

IT SMP BOD & Program Managers

Round 4Work Days 25 - 33Program Managers

1 SS & 1 SD Team Lead

Round 3Work Days 21 – 24

Program Managers & All Team Leads

Round 2Work Day’s 11 - 20

Team Leads

Round 1Work Days 1 - 10

All Team Members

Kick Off Meeting Broaden ITIL Knowledge Draft Assessment InputDeliverable: Assessment Drafts

1st Meet w/ Team, Integrate Input 2nd Team Lead Authors Report 3rd Meet w/ Team, ID What Needs To

Improve, Group, Prioritize. Deliverable: 11 Process Roadmaps

Integrate 6 Service Support Roadmaps Into 1 Integrate 5 Service Delivery Roadmaps Into 1Deliverable: 2 Roadmaps (SD & SS)

Integrate Service Support & Service Delivery Roadmaps Into 1

Deliverable: IT SMP Roadmap

Review Roadmap, Modify As Needed Socialize Throughout ITDeliverable: Approved IT SMP Roadmap

53 Calendar Days / 37 work days

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AssessmentApproach

Round 1: Broaden ITIL Knowledge / Draft Input

Review Glossary of Terms Service Management / Reference / ITIL Glossary

Read Applicable ITIL Process Book (Service Support or Service Delivery) IT Service Management an Introduction Based on ITIL ITIL Planning to Implement Service Management

Chapter 6, Section 6.1 – Critical Success Factors and Key Performance Indicators

Understand Terminology Relationships & Dependencies Other Service Management Processes

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AssessmentApproachRound 1: Broaden ITIL Knowledge/Draft Input (Cont)

Each Team Member – Including the Leads Read the Assessment Guide for the Process You Will Assess Understand Level and Purpose of Process Maturity Dimensions Complete the Guide Individually Don’t Over-Rate or Under-Rate Document ‘Specific / Objective’ Evidence Avoid Words Such As

Sometimes Want Wish Should Could

Deliverable Assessment Drafts / Each Team Member

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AssessmentApproach

Round 2: Integrate Input / Author Report

Team Leads 1st Schedule Meeting(s) With All Team Members Present

Integrate Input Utilize Standard Assessment Guide

2nd Author Assessment Report Utilize Standard Report Format

3rd Schedule Meeting(s) With All Team Members Present ID What Needs to Improve

Set a Time Limit for Debate / Lead Makes the Call Group Opportunities Based on Dependencies Prioritize Groups of Opportunities for Improvement (Project) Initiatives Create ‘Process’ Roadmap

Deliverables Assessment Report Individual Process Roadmap

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AssessmentApproachRound 2: Assessment Report (example)

Process Overview Findings

Level 1.0: Strengths [What We Do] Opportunities [What We Can Do Better]

Level 1.5: Management Intent Level 2.0: Process Capability Level 2.5: Internal Integration Level 3.0: Process Output Products Level 3.5: Process Quality Level 4.0: Management Reporting Level 4.5: External Integration Level 5.0: Customer Interface Summary

Current Overall Maturity Level & # What Needs to Be Improved What Could be Improved

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AssessmentApproach

Round 3: Develop Service Delivery & Support Roadmaps

Program Managers & Team Leads Service Delivery Integrate (5) Individual Service Delivery Process Roadmaps

Program Managers & Team Leads Service Support Integrate (6) Individual Service Support Process Roadmaps

Deliverable (1) Service Delivery Roadmap (1) Service Support Roadmap

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AssessmentApproach

Round 4: Develop IT SMP Roadmap

Assemble Roadmap Team Program Manager: People & Process Program Manager: Tool (1) Service Delivery Team Lead (1) Service Support Team Lead

Integrate Service Delivery & Service Support Roadmaps

Deliverable IT SMP Roadmap

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AssessmentApproach

Round 5: Approve IT SMP Roadmap

IT SMP Roadmap Review Program Manager: People & Process IT SMP Board of Directors

Modify As Needed Based on Business Priorities & Resource Availability Approve Socialize Throughout IT

Deliverable Approved IT SMP Roadmap

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ResultsLevels of Process Maturity

ITSM Process Maturity – Based on 10/2005 AssessmentEach level of maturity considers the following elements: Vision & Steering, Process

People, Technology & Culture. [Diagram source: itSMF Planning to Implement Service Management ‘a companion to the IT Infrastructure Library pocket guide]

Initial: Process recognition, limited management activity; org places no importance, resources or focus. (Ad hoc or chaotic)

Repeatable: Process recognition, little priority or resources; activities focus on process effectiveness but uncoordinated.

Defined: Process recognition, but no IT wide acceptance: process ownership is in place, focus on efficiency and effectiveness. Reports & results stored for future reference.

Managed: IT wide recognition & acceptance of process; has service focus. Is proactive w/documented, established integration with other IT processes.

Optimized: Process has full recognition, strategic objectives & goals, aligned to overall strategic business / IT goals. Is ‘institutionalized’.

Configuration

Change

Financial

Incident

ServiceLevel

Availability

Capacity

IT ServiceContinuity

Problem

Release

Service Desk

1Initial

2Repeatable

3Defined

4Managed

5Optimized

Time

Leve

l

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ResultsOpportunities

Opportunities by Criticality

High –

Main

High –

Sub*

Medium Low Totals

SERVICE DELIVERY

Availability Management 16 6 24 12 52

Capacity Management 9 2 14 4 27

Financial Management for IT Services 5 3 18 1 24

IT Service Continuity Management 12 7 16 5 33

Service Level Management 15 5 34 6 55

Sub Total 57 23 106 28

SERVICE SUPPORT

Change Management 14 3 26 24 64

Configuration Management 8 2 15 0 23

Incident Management 26 2 23 13 62

Problem Management 12 10 20 19 51

Release Management 5 2 10 12 27

Service Desk 13 0 37 8 58

Sub Total 78 19 131 76

TOTAL (*Sub' Opportunities excluded from totals) 135 42 237 104 476

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Implementation Goal

Introduce Change in Phases. Quick Wins / Quick Hits

Provide Immediate Benefits Tactical Efforts With Specific Goals Completed in Short Intervals (3-6 mths)

Phase 1 Demonstrate Management Commitment Establish Process Ownership Build ITSM Foundation / Prerequisites

Lay the Groundwork for Integration Introduce Aspects of Common Process Establish End State Visions Accomplish Collaborative Approach Begin Transformation of IT

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Implementation Recommendation

Focus on all 11 ITSM processes concurrently High Criticality Opportunities Only

(3) 6-Month Phases Tactical Efforts, Specific Goals Short Term Implementation Projects Within Each ITSM Process

Logic behind the phases: Compared to Constructing a Home

Phase 1: Foundations (laying the groundwork) Phase 2: Framework (roughing in) Phase 3: Final Walk Through (punch list / adjustments)

Why all (11) ITSM processes at once? It’s Recommended Because…

It’s Not About Individual Processes It is About How They Work Together & Interact A Process by Process Approach Would Require Re-Architecting

Breaks Down Silo Mentality Pieces Implemented Within the Overall ITSM Strategy

Benefits and Gains Recognized as ‘Steps’ Toward the Future State ITSM Vision

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Implementation Phase 1 Deliverables – Service Delivery

Availability Management Establish standards / guidelines for availability requirements. Define availability & unavailability from a customer perspective.

Capacity Management Establish Capacity Management Process Plans for Desktop &

Servers. Develop a performance management process for Telecom,

Server & Client Support Groups.

Financial Management Define criteria & performance targets for Accounting, Budgeting

& Charging measurements & improvements. Develop a continuous Vs deadline driven budgetary process.

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Implementation Phase 1 Deliverables – Service Delivery

IT Service Continuity Management Include Continuity Planning concepts for continuous

availability in Software Development Methodology (SDM). Define criteria for when an incident becomes a disaster. Define scope and hand offs for serious outages greater

than a ‘site’ disaster. Establish Operating Level Agreements (OLAs) around

Continuity Planning responsibilities. Define a Business Impact Analysis Process tied to

Service Level Management.

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Implementation Phase 1 Deliverables – Service Delivery

Service Level Management Define requirements for Service Level Management

(SLM) process. Define Vital Business Functions (VBFs), owners and

customers. Develop a Service Catalogue. Obtain service level requirements (SLRs) from Vital

Business Function customers.

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Implementation Phase 1 Deliverables – Service Support

Change Management Improve prioritization & categorization of business &

technical requests and impact – tied to the business. Redefine Change Advisory Board (CAB) membership,

roles and responsibilities. Conduct CAB meetings that include groups interested in

application and business areas. Redefine scope of request for change (change record

release management).

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Implementation Phase 1 Deliverables – Service Support

Configuration Management Define Configuration Management (CM) requirements. Inventory data sources and tools. Plan to resolve CM issues related to platforms, applications and process

owners.

Incident Management Rollout and ensure compliance to the Virtual Incident Management (VIM)

and Knowledge Management (KM) processes across IT. Provide access to KM for Service Desk. Develop a data mart and core set of IT management reports. Appoint ‘new’ Process Owner and Analyst positions to ensure continual

improvement, as well as, management of VIM Process training. Establish Operating Level Agreement (OLAs) between Service Desk and

Technicians for escalation.

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Implementation Phase 1 Deliverables – Service Support

Problem Management Develop a central repository and standards for classification for root

cause and recording data. Define IT Management reporting requirements. Implement standard enterprise-wide Problem Management activities.

Release Management Define a repository and templates for enterprise-wide standards and

policies. Implement a formal Software Change Management (SCM) Process.

Service Desk Develop IT Management reporting focused on reducing call volume. Establish formal IT Service Support process for new applications.

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Where Are We Now

Resources Redirected to Non-Discretionary Tasks Due To Major Compliance Initiatives

SOX – Sarbanes Oxley PCI – Payment Card Industry

Opening of our 2nd / Remote Data Center Opening and Migration of a New Print / Mail Facility

Benefits of the Roadmap People are more aware of the benefits of integration They know their processes better It is a strategic, process document that is & will continue to be

referenced to make day-to-day, tactical decisions