Transcript Document

Webcast
Linking
TitleIT Silos to Create Business Value
Linking IT Silos to Create Business Value
July 13, 2006
2:00pm EDT, 11:00am PDT
George Spafford, Principal Consultant
Pepperweed Consulting
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
Housekeeping
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
Main Presentation
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
Agenda
• The need to manage growth and variation in order to
improve productivity
• The objectives behind IT Service Management (ITSM)
• That integration of processes is a fundamental requirement
for successful ITSM
• The role of Configuration Management in ITIL's enablement
of ITSM
• The need for automated systems to facilitate processes
• Potential system requirements for consideration
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
Moving Beyond Creation and Into Operations
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Once services are created, they move into operations
Operations <> Development
The vast majority of a service’s cost lies in operations – not in its creation
A service is a compound configuration item
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Hardware
Software
Processes
People
Documentation
Facilities
Data
As the level of variation increases, quality management issues and costs
increase
True for the services we create and deliver as well as for our own tools in
development, operations, security, etc.
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Linking IT Silos to Create Business Value
The Impacts of Variation in General
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Training
Knowledge Management
Acquisition Costs
Maintenance Costs
Licensing
Hardware Consolidation
– Operations, Capacity, Availability
• Security
• IT Service Continuity Planning
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© 2006 Jupitermedia Corporation
Webcast
Linking
TitleIT Silos to Create Business Value
Objective of ITSM is to deliver services that
meet customer requirements
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
Necessitates Teamwork, Planning & Oversight
IT Security
Mgt
Problem
Mgt
Incident
Mgt
Service Desk Configuration
Function
Mgt
Change
Mgt
Customer
Requirements
Service
Development
IT Service
Continuity Mgt
IT Financial
Mgt
Availability
Mgt
Capacity
Mgt
Service Level
Mgt
To achieve the goal requires proper management and a holistic vision
– the creation of silos must be avoided!
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Linking IT Silos to Create Business Value
IT Enables the Attainment of Objectives and Goals
Accounting
Manufacturing
Organizational Goal
Human Resources
Sales
Customer Service
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
IT Process & Function Integration is Key
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The power of ITIL lies in its systemic
integration of processes areas – not
simply piecemeal adoption
Any single process in isolation will
reach a level of diminishing returns
As Goldratt has taught us, to optimize
the throughput of a system requires
optimization of the system – not just
one area
Continuous improvement requires a
systemic mentality of adoption and
continuous refinement
Each area both draws information
from, and supplies information to,
other processes and functions
Change
Management
Service Level
Management
Availability
Management
Incident
Management
Problem
Management
Configuration
Management
IT Financial
Management
IT Service
Continuity
Management
Service Desk
Function
Capacity
Management
IT Security
Management
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
Configuration Management Enables Integration
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ITIL tells us that “Configuration Management provides a logical
model of the infrastructure or a service by identifying, controlling,
maintaining and verifying the versions of Configuration Items
(CIs) in existence.”
But what does this mean?
Configuration Management provides information about CIs to all
the other processes
Think in terms of a database
The Configuration Management Database (CMDB) is the nerve
center of IT
– It relates all the data together, provides workflows, access to files, etc.
– It can be one database or integrations into multiple sources (federated
models)
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The CMDB contains the data and processes that binds the ITSM
processes and the organization together
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Linking IT Silos to Create Business Value
More Than Technology
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Configuration Management is
not just about technology
Need the right people
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Culture
Tone from the Top
Training
Motivation
Need the right processes
– Designed for the organization
– Factoring in:
Outcomes
• Organizational goals
• Functional area objectives
• Constraints
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After you understand processes
and requirements, then you
need the right technology
People
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Linking IT Silos to Create Business Value
Configuration Items (CIs)
• These are categories of data that you must track and are
modeled using data tables
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Hardware – PCs, Servers, Network Equipment, etc.
Software – Operating Systems, Applications, Tools, etc.
People – IT staff, business staff, vendors, etc.
Accommodations/Environment – Locations, data centers, wiring
closets, etc.
– Data – tables, interfaces, etc.
– Documentation – Policies, work instructions, SLAs, rollback plans,
incident records, problem records, request for change, etc.
– Services
• Business processes – sales, accounts receivable, etc.
• IT Services – What IT provisions to enable the business
• An ITIL “secret” is that nearly everything is a CI. The
establishment of these CI-types, their attributes and
relationships enable a logical model of IT
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Linking IT Silos to Create Business Value
Attributes
• These are the data fields for each CI
• What would you need to know in order to manage the CI?
• A unique Identifier, model, status, purchase price, vendor, date
purchased, IT owner, RAM, drive space, CPU type, …?
• CI vs. Attribute
– You can decide based on value, costs and risks
– CIs are used when relational data is needed to honor normalization of
data, security, etc.
• “Is this data I will need to re-use in multiple places?”
• Annex 7C of the Service Support volume offers suggestions on
attributes.
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Linking IT Silos to Create Business Value
Relationships
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The power of Configuration Management lies in relationships
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Parent Relationships -- What assembled/compound CIs uses this CI as a component?
Child Relationships -- If this is an assembled/compound CI, what component CIs make
it up?
RFC Records -- Need to relate this CI to all request for change made against it. This
may be the same as the change record IDs but it's listed separately here. The reason is
to show all RFCs -- accepted and rejected;
Change History Records -- Relate this CI to all changes made to it. This allows for the
Change Manager and other stakeholders to gauge historical activity;
Problem Records -- What problems have this CI been associated with?
Incident Records -- What incidents have this CI been associated with?
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…and whatever else is needed for Service Level Management, Capacity Management,
Security, IT Service Continuity Management and so on. The more you add the more
complex the data model becomes
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Webcast
Linking
TitleIT Silos to Create Business Value
Because the CMDB is a logical model of
your infrastructure and will be used to
support your people, processes and
technology, you must formally identify
requirements prior to either buying or
building it.
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Linking IT Silos to Create Business Value
Examples of Data Exchange in ITSM
Change
Management
Service Level
Management
Availability
Management
Incident
Management
Problem
Management
Configuration
Management
IT Financial
Management
IT Service
Continuity
Management
Service Desk
Function
Capacity
Management
IT Security
Management
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
Remote Site – Support & Integration
• Remote facilities
– Could include people working
from home
• Vendors / Outsourcers
• Customers
• Follow the sun support
models
• Coordination between sites
• Sharing of data
• Multi-lingual
• Speed
• Integrity
• Security
London
Customer 1
Internet
Shanghai
Customer 2
Melbourne
Outsource Vendor A
Headquarters
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
The Need for Automation
• What goes into the CMDB represents a tremendous amount of
data!!
• Manual records are not a realistic option due to the level of
integration and volume of data coupled with the need for security,
data integrity, etc.
• Need systems that can automate the management of data records
while maintaining referential integrity
• Need integration capabilities to support federated models that
facilitate
– Access to timely and accurate data
– Normalization of data
• Coordination of activities in decentralized operations
• Need to generate meaningful consolidated reports
• A robust security model that supports the business
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Linking IT Silos to Create Business Value
Potential Requirements for Consideration (1)
• Know your requirements first! Do not buy a tool and then attempt
to make it all work!
– This will be the heart of your ITSM effort – make the investment count
– There isn’t a silver bullet answer – you need to define your specific
requirements
– ITIL recommends all mandatory requirements be met and 80% of
operational requirements
– Must support the business – not just IT
• Select an experienced vendor who is stable and proven!
– A CMDB is too critical to gamble on fly-by-night vendors
– A clearly articulated and proven ITSM implementation
• Important Note - “ITIL Compliant” is a marketing term not
standards based
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Linking IT Silos to Create Business Value
Potential Requirements for Consideration (2)
• Look for the following high-level features
– Extensible data model
– Extensible Workflow
• Adaptable to your requirements
• Automation of related transactions
– Open Platform / Integration to Other Systems
• Within the enterprise
• Moving into the value chain
– Enterprise Class
• Database
• Security
• Ability to support remote sites (very important)
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Linking IT Silos to Create Business Value
Two High-Level Frameworks
• Four Es
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Effectiveness – Can it do the job?
Efficiency – Ratio of inputs to outputs
Economy – At what cost?
Equality – Is it fair to all?
• PPT
– People – What are the impacts to
• IT
• The Business
– Process – Can it support your processes? What are the
process requirements of the tool?
– Technology – What is the platform? Can it be supported?
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© 2006 Jupitermedia Corporation
Webcast
Linking
TitleIT Silos to Create Business Value
I keep six honest serving men
(They taught me all I knew);
Their names are What and Why and When and
Where and How and Who.
-- Rudyard Kipling
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
Additional Resources
• OGC’s Service Support volume – Section 7.9 – “Tools specific to
the Configuration Management” process and Chapter 10 – “Service
Management Software Tools”
• “The Complete Guide to Service Management” by Diane Colbeck
and Ivor Evans. http://www.diymonde.com. This book is a great
overview of ITIL and has many examples of the information
exchanged between processes in Part 2, Chapter 14 and has many
suggestions on tool requirements and proposal guidelines in Part 3
of the guide
• “Competing Vendors to Develop CMDB Standards”.
ITSMwatch.com
http://www.itsmwatch.com/news/article.php/3608331
[Note: Gartner mentions benefits by 2008, so this is very much in process
and was only announced in May 2006.]
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© 2006 Jupitermedia Corporation
Webcast
Linking
TitleIT Silos to Create Business Value
Thank you!
George Spafford
[email protected]
http://www.pepperweed.com
Daily News Archive
http://www.spaffordconsulting.com/dailynews.html
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
Questions?
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© 2006 Jupitermedia Corporation
Linking IT Silos to Create Business Value
Thank you for attending
If you have any further questions, e-mail
[email protected]
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© 2006 Jupitermedia Corporation