It’s Time to Grow Up: Eight Areas to Increase ITSM Maturity

World®’16

It’sTimetoGrowUp:EightAreastoIncreaseITSMMaturityAllenHoupt– Advisor,ProductMarketing,CATechnologies

AMX120S

AGILEMANAGEMENT

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Abstract

Withallthetechnologyandprocessimprovementsoverthepast20years,andwithalmosteveryITorganizationseekingtoincreaseITSMmaturity,whyhaven’tmaturitylevelsrisenmore?ThissessionwilldiscusshowtoincreaseITSMmaturityineightdifferentareas,includinguserexperience,processautomation,incident,problem,change,configuration,requestandknowledgemanagement.

AllenHoupt

CATechnologiesAdvisor,ProductMarketing


Agenda

THESTATEOFITSMTODAY

INDICATORSOFITSMMATURITY

IMPROVINGITSMMATURITY

ASSESSINGYOURITSMMATURITY

QUESTIONS&ANSWERS

1

2

3

4

5


WhatistheStateofITSMToday?

ITunabletodeliverorprovebusinessvalue

Focusontickets,notservice

Over/underlicensingofhardwareandsoftware

Costofticketsandmaturityunchanged

Services,assetsandsupportnotrepresentedinbusinessterms


Complications

§ Changinguserexpectations§ Increasedcompetitionè Pressures

toreducecosts;reallocationofbudgetandresources

§ Applicationeconomyè IncreasedITcomplexity

§ Explosionofcloudandexternalserviceproviders

§ Rogue/ShadowIT§ Increasedsoftwareaudits

EverythingisMagnifiedandYouareAccountable

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HowThisHurtsYouHowThisHurtsYou

§ ITisthelastresort§ Analystsresolveissuesoutsidethedesk§ Businessengagesexternalproviders§ IT’svalueandreputationare

undermined§ Business-userproductivityis

compromised§ Unplannedorunnecessaryexpenditures§ Risktopersonalandbusinessreputation

World®’16


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”


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


Whysolittlecostimprovement?

Sources:ThinkHDI.com/Research,“2007-2010HDIPractices&SalaryReports”and“2011-2014HDISupportCenterPractices&SalaryReports”

CHAT

EMAIL

PHONE

WALKUP

2007 2014

10

15

20

25

5


8IndicatorsofITSMMaturity……andHowtoImproveEach


IndicatorsofMaturity

ITSMMaturity

IncidentandProblemManagement

ChangeandConfiguration

KnowledgeManagement

Process,Automation

andIntegration

UserExperience

RequestManagement

AssetManagement

Business/ITAlignment



§ Statustransitionsautomatedbyworkflow§ Graphicalrootcauseanalysis§ Integratedtelephonysystem§ "At-desk"or“walk-up”support§ Supportautomation§ AutomaticissuecreationfromITOpsevents§ Autoassignmenttoteams/individualsbasedonissueattributes§ Businessimpact($,reputation)usedtoprioritizeissues§ Collaborativeteamapproachtoresolution§ ITOpseventscorrelatedè proactiveself-healing

MaturityIm

pact

MaturityWeight

LOW


ChangeandConfigurationManagement

§ Manualmanagementandprioritizationofchanges§ Changecalendarandautomatedconflictidentification

§ Automation-enabled,onlineChangeAdvisoryBoard

§ CMDBimplementedinproduction§ ConfigurationItemstiedtoservicesforbusinessimpact

§ Automatedrule-basedhandlingofunauthorizedchanges§ Changeprocessintegratedwithreleasemanagement

MaturityWeight

MEDIUM

MaturityIm

pact


KnowledgeManagement

§ Knowledgedocumentscapturedandavailable§ Knowledgeitemusefulnessratedbyusers

§ Solutionsembeddedinknowledgedocuments("clicktofix")

§ SearchinternalANDexternalknowledgesources

§ Knowledgeassetsmanagedacrosslife-cycle§ Relevantcollaborationthreadscapturedasknowledge

MaturityIm

pact

MaturityWeight

MEDIUM


Process,AutomationandIntegration

§ Processesmanual;enforcedbypublishedpolicies

§ AlignedtoITIL®orbestpracticestandard

§ Processespredominantlyautomatedbyworkflows

§ ProcessestiedtobusinessvaluemetricstoproveITSM/ITvalue

§ ProcessesintegratedacrossITSMandITOperations

MaturityWeight

HIGH

MaturityIm

pact


UserExperience

§ Openandmonitorissues

§ RequestandviewITassets§ Postquestionstocommunity§ Games/awards/badges

§ Community-basedcollaboration§ Searchallknowledgesources§ Clearrepresentation/contextofrequest/issuestatus

§ Allaboveavailableviasingleself-serviceportal§ Mobileaccessforkeytasks

MaturityWeight

MEDIUMBusiness

ConsumersSupportAnalysts

ITExperts

MaturityIm

pact


RequestManagement

§ One-stopshopping- view/requestservicesandassets§ Businesslanguage

§ Costofservicesknown/presentedtoconsumers§ Servicelevelscommitted/presentedtoconsumers

§ Approval/deliveryofservicesautomated(viaworkflow)§ Consumptionmonitoredandusedtoprioritizeservices§ Charge-backimplemented

§ Monitorservicelevelsofexternalvendorservices§ Requestservicesincontext

MaturityWeight

MEDIUM

MaturityIm

pact


ITAssetManagement

§ Spreadsheetsormanualrecords§ Aggregatedviewsandmanagementofvendorcontracts

§ Self-serviceforviewingandrequestingITassets

§ Automateddiscoveryofhardwareassets§ Automateddiscoveryandidentificationof

softwareassets

§ Automatedreconciliationoflicensestodiscoveredsoftware

§ Optimizedreallocationofsoftwareassets

MaturityWeight

HIGH

MaturityIm

pact


BusinessandITAlignment

§ Operationalreportsandmetricsavailableandused

§ ITSMprocesses/servicestiedtovaluemetricsèproveITSMandITvalue

§ BusinessValueReportsandDashboardsavailableandused

§ ITSMprocesses/servicestiedtobusinessgoals/objectives

§ Servicesmeasuredbasedonbusinessvalueèsupportbusinessobjectives

§ Calculateaccuratecostofanissueorservicebeingdown

MaturityWeight

HIGHMaturityIm

pact


AssessingYourITSMMaturity


OnlineITSMMaturityAssessment

itsmmaturity.ca.com§ OverallITSMmaturity

§ Maturityin8ITSMcategories

§ Comparisonstootherswhodidassessment

§ 5-10minutestocomplete

§ Generatessavablereport


Summary


Tosuccessfullydelivertherightservicesfortherightcosttothebusiness,youneedto:

Deployfullyintegratedservicemanagementprocesses

Managetheentireservicedeliveryandassetlifecycles

Optimallydeliverservicesandassets

Implementprocessandworkflowautomation

ManageandcontrolyourITenvironment

Measurecostandperformance

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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


IndicatorsofMaturity

ITSMMaturity


ChangeandConfiguration

KnowledgeManagement

Process,Automation

andIntegration

UserExperience

RequestManagement

AssetManagement

Business/ITAlignment


Focused“Baby”StepsLikewithanylargeproject….§ Don’ttrytoboiltheocean.§ Establishaplan,includingmetricsforabaselineandtomeasuresuccess.§ Initiallytargetsomelowhangingfruittoachievequicksuccessesanddeepenmanagementsupport.§ Thentargetareaswithhighbusinessvalueimpact.§ Sellandpromotetheentireeffort.§ Consideranagileapproachwhereprioritiescanshiftbasedonbusinessneedandpoliticalopportunity.§ Bragwhenyouachievesuccess.

SummarySowheredowegofromhere?


MustSeeDemos

ServiceDeskandSupportAnalystxFlowExperience

SoftwareandHardwareAssetManagement

RequestManagementandSelf-service

ManagementInsights–ReportingandDashboards


Questions?


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It’s Time to Grow Up: Eight Areas to Increase ITSM Maturity

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