New Rules, New Roles, New People – New Organization For

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New Rules, New Roles, New People – NewOrganization For ITSM?Troy DuMoulinVice President, Professional Services, Pink Elephantt.dumoulin@pinkelephant.com1st Annual IT Service Management Leadership Forum

IntroductionsBrenda IniguezStrategic Business DevelopmentPink ElephantElaine LauritzenManaging Director, Production ServicesBrigham Young UniversityLonnie ShaneVice President, ITHoneywell IT ServicesNew Rules, New Roles, New People – New Organization For ITSM Pink Elephant, 2012. All Rights Reserved.2

Not Again! We Have “People” Issues?Moving from a technology to a service focus requires people befocused on the right activities, with the right levels of empowermentand support. What are the essential roles that needed to be defined for ITService Management? Is a new organization structure needed? If so, what should it looklike? Can’t we just incorporate new responsibilities to fit within thecurrent roles and structure? How far up and down should any new IT Service Managementroles go? Is the concept of a Service Management Office (SMO) somethingthat can help?New Rules, New Roles, New People – New Organization For ITSM Pink Elephant, 2012. All Rights Reserved.3

The “Risk Gap” For Business Growth GoalsIncreased Business Need Of IT ServicesProcess Requirements Increasing number of products and services Increasing rate of change Increasing complexity / data interdependency Increased speed and efficiency Increased speed to market Reduced costsRISK GAP Lack of availability,performance, reliability,qualityIT Process Capabilities Silo / Fragmented / Redundant Processes Lack of integration, automation Lack of visibilityScalability of Management Processes Over TimeOperating as a mature IT Service Provider requires consistent supplychain management processes across silos!New Rules, New Roles, New People – New Organization For ITSM Pink Elephant, 2012. All Rights Reserved.4

Service Organization StructuresService ness LineCustomerBusiness ServicesSupporting ServicesITSM GovernanceIT Process OwnersTool OwnershipTraining andCommunicationProfessional ServicesApplicationsInfrastructureSLASOService OwnersService OwnerDesktopBusiness ApplicationApplication ServiceSOInfrastructure ServiceProcess OwnersHostingProfessional ServiceProcess Owner(Incident, Problem and Change)New Rules, New Roles, New People – New Organization For ITSM Pink Elephant, 2012. All Rights Reserved.5

Thank You!Session EvaluationPlease take a few minutes to fill out an evaluation on thissession. We greatly appreciate your feedback!http://pinkforum12-3c.questionpro.comNew Rules, New Roles, New People – New Organization For ITSM Pink Elephant, 2012. All Rights Reserved.6

APPENDIXNew Rules, New Roles, New People – New Organization For ITSM Pink Elephant, 2012. All Rights Reserved.7

Scaled & Distributed Process OwnershipSponsorITSM ExecutiveITSM GovernanceProcessOwnerProcessManagerProcess Owner: Has overallorganizational process accountability andmay as well have specific accountabilityfor their own group or region.Process Manager: Has processaccountability for their specific functionalgroup or region and is accountable to theProcess Owner for rCoordinatorOrg 1ExternalOrg 2New Rules, New Roles, New People – New Organization For ITSMOrg 3 Pink Elephant, 2012. All Rights Reserved.8

The Service Management OfficeCIOEnd User ServicesService Mgmt.OfficeService DeskDesktopIT OperationsOperatorsAdministratorsTechnicalITSM GovernanceITSM Process Owners?Business Process and Service ImprovementTraining and Communication CoordinationService Level and CSI ManagementNew Rules, New Roles, New People – New Organization For ITSMApplicationsSW DevIT PlanningNetworkEngineersInfo Sec.NOC/ Functional ManagementProcess and Service Management Pink Elephant, 2012. All Rights Reserved.9

ITSM Roles & Customer EngagementSLM Process OwnerService(Delivery)ManagerMonthly Service Report(to Customer)Business Relationship ManagerSubmitRequestCustomerServiceOwnerNew Rules, New Roles, New People – New Organization For ITSMService Catalog orService DeskMonthlyServiceReporttoBU nicalServicesProfessionalServicesSupporting ServiceOwners Pink Elephant, 2012. All Rights Reserved.10

Future State Service Delivery FunctionCatalogSLMSLAService Delivery ITSM (SMO)SecurityQA Assurance / TestingProject Management OfficePerformance ManagementPlanning / ConsultingIT Finance / ProcurementRisk Management/ComplianceIT AuditHuman ResourcesSupplier ManagementBusiness ationsServiceProcessAll of these functions have a enterprise IT mandate and not avertical technology focusNew Rules, New Roles, New People – New Organization For ITSM Pink Elephant, 2012. All Rights Reserved.11

Group and Personal Reward SystemsFunctional Task ExpectationProject ExpectationsCross Functional Teams/Processes InvolvementNew Rules, New Roles, New People – New Organization For ITSM Pink Elephant, 2012. All Rights Reserved.12

The Service Management Office ITSM Process Owners? Business Process and Service Improvement Service Mgmt. Office Service Desk NOC Desktop End User Services IT Operations Operators SW Dev Applications Engineers Info Sec. IT Planning CIO Process and Service Management Technical / Functional Management