Iso 20000 affärsnytta från ledningssystem för it tjänster - pa consulting group 070119

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Rubrik: Kp rtt biljett till ISO 20000, fr att f affrsnytta frn "Ledningsytem fr IT-tjnster" Bakgrund: ITIL vgen har startat i Sverige (ca 2002), mnga organisationer har brjat processorientera IT fr frsta gngen, mnga har startat en intern kunddialog med bestllare kundansvariga. Men att bde processorientera, kundorientera, tjnsteorientera samtidigt som alla vriga krav p IT skruvas upp (mer till lgre kostnad, NU) skapar spnning, stress, frvntningar, en mngd planer mste kombineras och prioriteras fr att f styrbarhet. Genom att infra ett ledningssystem fr IT-tjnster, (som har fokus p alla de ovanstende komponenterna tillsammans), p rtt stt - fr du styr p din IT Fredragshllare: Alexander Hedlund, Ordfrande i SIS - Swedish Institute for Standards arbetsgrupp fr ISO/IEC 20000 och Management konsult p PA Consulting Group. Plats: Scandic Opalen, Gteborg Nr: Fredagen den 19 Januari 2007

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  • 1. Kp rtt biljett p ISO 20000, fr att f affrsnyttafrn Ledningssystem fr IT-tjnster !ISO/IEC 20000 r nsta destination p IT Service Management resan(processorientering, kundorientering, tjnsteorientering)Alexander Hedlund19 januari 2007itSMF Sweden Vst Frukostmte

2. AgendaVar startar resan?r ISO/IEC 20000 rtt resml?Du mste ha rtt resplanndhllplatsen?Var kper du biljett?Frgor PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 2 3. Repetition What is ITIL?PAs detailed ITIL-model Planning to Implement Service ManagementWhat is the Where are Where do we How do weHow do we check Vision?we now? want to be? get there?progress How do we keep the momentum going ?Business PerspectiveIT Infrastructure Mgmt. (Hardware,, Network, Databases, Software etc.) Design andServiceServicePlanningDelivery Support DeploymentBUSINESS PROCESSES (Users, Customers, Services)THE TECHNOLOGYService Desk Operations Service LevelBusiness ManagementIncidentTechnical RelationshipManagement support ManagementFinancialManagementProblem Liaison,ManagementSecurity Managementeducation andCapacitycommunication Management Configuration Management Maintain PlanReview,IT ServicePlanning and ContinuityChangeDevelopmentManagementControlManagement Supplier Availability ReleaseRelationshipEvaluate ImplementManagement ManagementManagement Application ManagementApplication Development Service Management Require- Design BuildOperateDeploy Optimisements PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 3 4. Repetition What is ITIL?Service support process model The Business, Customers or Users Difficulties CommunicationsQueriesUpdates EnquiresworkaroundsManagementService Desk Tools IncidentsChanges ReleasesIncident Problem ChangeRelease ConfigurationManagementManagement ManagementManagementManagement Problem statisticsChange schedule Release scheduleService reports Trend analysisCAB minutesRelease statistics CMDB reports Incident statisticsProblem reportsChange statisticsRelease reviewsCMDB statistics Audit reports Problem reviews Change reviewsSecure libraryPolicy/standardsDiagnostic aidsAudit reports Testing standardsAudit reports Audit reports Audit reportsCIs Incidents ProblemsReleasesRelationshipsKnown errorsChangesConfiguration Management DatabaseSource: Service Support processes, IT Infrastructure Library (ITIL) OGC PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 4 5. Repetition What is ITIL?Service Delivery process modelThe Business, Customers and UsersCommunication QueriesUpdates Enquires Reports ManagementService LevelSLAs, SLRs, OLAsToolsManagement Service reportsService CatalogueSIP Exception reports AlertsRequirementsAudit reports Exceptions TargetsChangesAchievementsFinancial IT Service Availability CapacityManagementContinuityManagement Management for IT Services Management IT Continuity Plans Availability Plan Capacity Plan Financial PlanBIA and Risk AnalasisAMDBCDBTypes and models Requirements DefnDesign CriteriaTargets/ThresholdsCosts and Charges Control centersTargets/ThresholdsCapacity ReportsReportsDR Contracts Reports SchedulesBudgets and forecastsReports Audit reportsAudit reports Audit reportsAudit reportsSource: Service Delivery processes, IT Infrastructure Library (ITIL) OGC PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 5 6. Repetition What is ITIL?Service DeskPhone/facsimileHardware eventsEmail/voice/videoInternet Software eventsIncidents: Service interrupts, Service requests, Change requests, ComplaintsMANAGEMENT Service Desk INFORMATION External ProductSalesCustomerInternal servicesupport& Marketingcareservice support&supportsupport Source: Developed from figure in IT Service Management, version 2.1.b, 201, itSMF, p. 12 PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 6 7. r du frberedd infr denna resa? . . .Service Management resan s hr lngt Istiden2000 19891991 1999 2002 2005 2007ITIL itSMF ITIL itSMF ISO/IEC ITIL v3v1 UKv2SE20000 BS15000Mainframe Workstation PC Client/Server Distributed WebWeb 2.019781995 1956 19841990 2005ServerESA/MVS Unix/DOSNT/NovellManyIndependentDev.Lang CobolASM C C++Java/C#DBISAM Rdb/dBaseSQLODBCXdbcGUI 3290 ANSI/Ascii Windowsna HTML/XSLTransportSNATCPI/IPX TCP/IP TCP/IPTCP/IPIntegrateFile Pipe/DDERPC DCOM/Corba SOAMethod Ad hocIE/SSADM Objectory/RAD RUPUPM/DSDM/agileValue-HomebuiltApplications ERPGroupware Servicesdelivery PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 7 8. r du frberedd infr denna resa? . . . Ramverket fr ITIL bckerna (nuvarande version 2)ITIL (IT Infrastructure Library) consists ITIL (IT Infrastructure Library) consists of 7 areas (represented by 8 books, of 7 areas (represented by 8 books, and an additional one on Softwareand an additional one on SoftwareAsset Management), with a focus onAsset Management), with a focus on Planning to Implement Service Managementprocesses with a services perspective processes with a services perspective T(HOW and WHO). These areas(HOW and WHO). These areasTService h overlaps in some ways but theirhManagemente overlaps in some ways but theire interfaces are discussed andinterfaces are discussed and TTheServiceICT described at length. described at length. BSupport e BusinessInfrastructureucDescribes what is agreed to be best Describes what is agreed to be bestPerspective Managementsh practice in each of these areas (at thepractice in each of these areas (at the indate when published)date when published)n Serviceoe Delivery Securityls Management oOwned by UKs Office of GovernmentOwned by UKs Office of GovernmentsgApplicationy Commerce (OGC)Commerce (OGC)ManagementMaintained by IT Service ManagementMaintained by IT Service Management Forum (itSMF) Forum (itSMF) SuppliersPublished by UKs The StationaryPublished by UKs The StationaryOffice (TSO)Office (TSO)Buy them in www.itsmf.se web shop Buy them in www.itsmf.se web shop PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 8 9. r du frberedd infr denna resa? . . .Ramverket fr de nya ITIL bckerna (nuvarande r v2) Version 3 ServiceServiceService Servicestrategiesdesigntransitionoperation Continual Service Improvement PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 9 10. r du frberedd infr denna resa? . . .Ramverket fr de nya ITIL bckerna (nuvarande r v2) Governance Methods CMMIlls Stan da S ki rd s g e &Continual Service Alig ISO/IEC TOGAFl ed nmKn owImprovement en t 20000 eTOMServiceSOXCas Designssp ic s eSSStu tu tudy To Six Sigma ServiceCertified ie sssc ia l tStrategiesTraining Sp e PMBOK Templates Templates TemplatesITILService Operation ISO/IEC PRINCE2 27001Ex Co I Co I C o Im peeecnt ro v Servicei ov min u o v e miut i e n ic e t t ISO/IEC v v ve it ya l m enalalTransition SOA em er vb ilt In t S nt Se nt Sntntov S 19770 ala rv p r ua l r r rovcv icdu ce ScI m t int e ecicicti nCo COBITonSti ns udy ic kW AiQu M_o_Rd sQualifications PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 10 11. r du frberedd infr denna resa? . . .r du frberedd infr denna resa? Du har kpt alla reseguider inklusive Lonely planet, lst vad alla experterna sger, lyssnat p alla gurus tills ronen blder. Hur ser det ut p akronym skldar och hype detektorer? . Customer Services Business ServicesBPELBPM Business Patterns SaaS,Web servicesSODASOA InfrastructureServicesExternalServices PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 11 12. Bildgta PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 12 13. ven frbttringar innebr frndringarEn inte helt ovanlig resa trots ett perfekt resmlResansmlResansstartpunkt PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 13 14. Var startar resan. . .Nulget Assumptions about20th Century Organizations 21st Century Organizations People Theory X: People are a cost that mustTheory Y: People are an asset that should bebe monitored and controlledvalued and developed Work Segmented, industrially-based andCollaborative, knowledge-based projectsindividual tasks Technology Design technology to control work andIntegrate technology with social systems tominimize human error enable knowledge-based work Leadership Senior managers and technical expertsDistributed leadership at all levels GoalsUnitary focus on returns toMulti-dimensional focus on value for multipleshareholders stakeholdersKlla: MIT 21st Century Manifesto Working Group, Sloan School of Management, What do we really want? A Manifesto for the Organizations of the 21st Century,VI VET ATTMENKrav p affren/verksamheten leder till krav pDet ska gras till en lgrealla/allt som internt ska leverera affrsnyttankostnad n tidigaretillsammans. Det ska gras snabbareEtt antal krnprocesser stadkommer affrsnyttan Det ska gras med bttrestyrda av ledningsprocesser och framburna av kvalitetstdprocesser. Det ska gras med frreTillsammans utgr ett stort antal mnniskor ett mindre resurserantal team arbetandes i dessa processer de somfaktiskt ska realisera affrsnyttan genom att utfra deDet ska gras nundvndiga aktiviteterna inklusive automatisering. Det ska gras nytt PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 14 15. Var startar resan. . .GapanalysGrupp 1 Grupp 2Vrdekedja LinjrVrdekedja Dynamiska ntverkDifferentiering Pris / KvalitetDifferentiering Komplex, kundrelationsbaseradAffrens IT fokus Lgsta kostnad Affrens IT fokus NyttaAffrens IT beroende Lg,varierande Affrens IT beroende kande, TotalVerksamhet FunktionerVerksamhet ProcesserInkp av IT PrispressInkp av IT Selektiv multi-sourcingIT Burkar / ApplikationerIT TjnsterIT arkitektur BurkrelateradIT arkitektur Tjnsteorienterad(Mainframe, C/S) IT tjnsteleverantr On demand /IT leverantr burk-/ resurssljare Lsningar, Managed Service providerIT strningar Katastrof Ja, vrigt IT strningar KontinuerligDrifttjnsteleverans 24/7/365 PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 15 16. Var startar resan. . .2006 IDC Global IT Executive SurveyBesvarad av: VP/Dir IT,780 IT Global Executives (323 USA & 457 UK, France, Italy, Germany & Japan) VP/Dir41% Corp, 28% 28% CFO/CIO, 41% VP/Dir IT, 28% VP/Dir Corp, 3% Mgr IT70% of the companies >$1B Rev Avg. 12% RevCFO/CIO,Mgr IT, 3%Resultat: 28%Respondents have 32% of IT spend focused on InfrastructureTop 3 Focus areas: Improving Service levels while also reducing costs => ~50% of the respondents~60% => IT Governance~25% => IT Infrastructure Library (ITIL) & IT Service Management (ITSM) Consolidation/Standardizing IT Infrastructure => ~50% of the respondents~70% time => Consolidate & Standardize their Data Centers Security (Infrastructure & Intrusion) => ~40% of the respondents>40% said they do not have adequate protectionSecurity marked it as the largest investment area over the next yearIdentity & Access Management on top of the security priority listOutsourcing of IT Infrastructure continues to be a focus 35% looking to reduce IT Infrastructure via ITO PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 16 17. Var startar resan. . .Vilka r nyttorna med att IT och Verksamheten gr i taktIDC survey 79% reduction in downtime & other factors total savings per user c $800 p.a. ROI up 1300%Meta 85% resolution at FPOC cost per call down 30% 50% reduction in new product cycleGartner 45% cost reductionProctor & Gamble $500 million savings (Started using ITIL 1999 8 % cut in operating cost, help desk calls reduced by 10%)Caterpillar Rate of reaching target response time for incident management jumped from 60% to more than 90% (Started using ITIL 2001)Ontario Justice Enterprise New service desk cut support costs by 40% (Started using ITIL 2000). PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 17 18. Var startar resan. . .Service Management (ITIL) r kopplingen mellan IT ochVerksamheten fr att f dem att g i taktService Management is a key enabler for achieving long term ITBusiness Alignment.Putting specific emphasis on the ITIL processes that support businessalignment can move an IT organisation closure to meeting the needs ofthe business.Dont Do Do an inward looking ITIL Sell an outward looking Business implementationAlignment instead Over focus on the Service Address Service Delivery processes as Desksoon as you can Manage SM Improvement as a Plan Service Management programme (SM) Improvement as BAU Exploit quick wins but sell long-term Over emphasise early wins benefits and sustainable change from ITIL Focus on measuring added value. PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 18 19. Var startar resan. . .Nr behvs ett Ledningssystem?Ett Ledningssystem fr IT-tjnster fyller flera intressenters behov, syfte och mognad.Intressentmodellen visar att ISO/IEC 20000 kan anvndas nr IT vill: Slja - Processorientering av IT till IT Ledningen Redovisa Kundorienteringen till (Intern) Kunderna Frbttra Tjnsteorienteringen gentemot Anvndare och EXTERNAIntressenter VD PALedning RT LCheferN EV ME ASyfte (Intern) R E Kund R RS KFrbttraAN NAnvndare T AK DAnnan stdU Mta/RedovisaR EN ND EIT LedningE RR SljaIT SM vriga ITProcessorienterad IT KundorienteradTjnsteorienteradITIT Mognad PA Knowledge Limited 2007. All rights reserved. - A Hedlund - Kp rtt biljett p ISO 20000, fr att f affrsnytta frn Ledningssystem fr IT-tjnster - 19 januari 2007 - 19 20. r ISO/IEC...