Axios Systems Webinar

Why ITSM Maturity Should Drive Solution

Replacement

Eveline Oehrlich
GUEST SPEAKER
VP & Research Director
Forrester Research, Inc.

#ITSMmaturity

Blog.axiossystems.com

Brian Hendry
Service Development Manager
Axios Systems

im@axiossystems.com

@Axios_Systems

Axios on LinkedIn

Making Leaders Successful

Every Day

Must

Why ITSM Maturity Should Drive

Solution Replacement!
Eveline Oehrlich, VP & Research Director
June 5 2013

@eoehrlich
3

Agenda

Setting The Stage

Maturity means what?
1,2,3 Maturity!
ITSM Road Map

2013 Forrester Research, Inc. Reproduction Prohibited

Welcome To The Age Of The Customer !

Source: June 2011 Competitive Strategy In The Age Of The Customer

2013 Forrester Research, Inc. Reproduction Prohibited

Business leaders
want to
reduce complexity

and increase

agility
6

Most CIOs pursue

alignment
versus

partnership

Industrialization
Cloud

Smart

Mobile

Social

BYOD

Big Data

Real-time

Agile

Consumerization

Technology evolutions are moving faster,

clashing, overlapping and completing
each other to create new challenges and
opportunities.
www.f1online.de

Complexity & Manual Ability

Consumerization

Cloud

Social Media

Manual
Ability Virtualization

Accelerant
2007

2008

2009

2010

2011

2012
9

Innovation And Maintenance

MOOSE = IT spending to Maintain and Operate the
Organization, Systems, and Equipment

August 2012 Five Steps To Transform Your IT Service Management Strategy Today

10

The Value Of ITSM

Improved Quality Of Service

Improve moment of truth

As-a-Service will become the norm

Improved Reputation With The Business

From utility to business partner

Tech A Tech-Savvy Workforce Will Be Self-Empowered With
Consumer Technologies

Improved Productivity
Reduce operational costs

Customer Obsession And New Markets Will Create A More

Complex Business Environment

2013 Forrester Research, Inc. Reproduction Prohibited

11

Agenda

Setting The Stage

Maturity means what?
1,2,3 Maturity!
ITSM Road Map

2013 Forrester Research, Inc. Reproduction Prohibited

12

Maturity has four key pieces

People
Process
Technology
Governance

2013 Forrester Research unauthorized use and distribution prohibited

13

People
Select, train and motivate
People are integral to service value delivery
People need to live and breath a service culture
Organizations needs to reward & recognize service behavior

Organizations needs to train & educate

14

Process Maturity

Forrester Maturity Assessment Level Definitions Are Based On COBIT 4.1

June 2012 Assess Your Service Management And Automation Maturity

2013 Forrester Research, Inc. Reproduction Prohibited

15

Use technology as an

innovation
partner

to gain maturity
16

Oversight

Service Engineering Office

2013 Forrester Research, Inc. Reproduction Prohibited

17

Forresters Assessment Model

June 2012 Assess Your Service Management And Automation Maturity

2013 Forrester Research, Inc. Reproduction Prohibited

18

Agenda

Setting The Stage

Maturity means what?
1,2,3 Maturity!
ITSM Road Map

2013 Forrester Research, Inc. Reproduction Prohibited

19

Step 1: ITSM Maturity Assessment

1. Objective

2. Consistent
3. Prescriptive

..
5. Achievable
2013 Forrester Research, Inc. Reproduction Prohibited

4. Holistic

20

Maturity from itSMF USA October 2012

How would you assess your organizations maturity in:
3.3

3.0
2.5
2.4
2.3
2.2
2.2
2.2
2.2
2.1
2.1
2.0

2.0
2.0

1.9
1.9
1.6

1.4
N=199

1.4
Source: itSMF USA Survey October 2012

2012 Forrester Research, Inc. Reproduction Prohibited

21

POLL Q1. On a scale of 1 to 5, how would you rate your ITSM maturity?

1
2
3
4
5

13%
48%
33%
5%
3%
22

ITSM Processes: TechRadar 2012

2013 Forrester Research, Inc. Reproduction Prohibited

23

Step 2:

Focus
on the

destination . . .
2012 Forrester Research, Inc. Reproduction Prohibited

24

Step 3:
Measure
the outcomes
relative to your
business

partners!
2012 Forrester Research, Inc. Reproduction Prohibited

25

Use Balanced Scorecard

Approach

26

Agenda

Setting The Stage

Maturity means what?
1,2,3 Maturity!
ITSM Road Map

2013 Forrester Research, Inc. Reproduction Prohibited

27

ITSM Roadmap:
Your goals depend on your destination!

Implement a shift left strategy

Automate the right things reduce the MOOSE

Improve you service experience moments of truth

Move to next generation service support - service center

28

The Shift-left Strategy

Self-service

Level-1

Level-2

Level-3
$100 +

Technologist/
Developers
$50-$75

Cost

Escalated
call
$18-$23

First contact
resolution
$5-$10

Automated
self-service
Call
Elimination

Categorize Call
Types in Level they are
Resolved in

Mean time to resolution

Bring visibility to repetitive, costly issues, questions and requests
Focus on the ones continually being escalated to more costlier support levels.
Source: Peter McGarahan, McGarahan & Assoc.

29

ITSM Roadmap:
Your goals depend on your destination!

Implement a shift left strategy

Automate the right things reduce the MOOSE

Improve you service experience moments of truth

Move to next generation service support - service center

30

What is Automation?
Tools that perform functions otherwise done by humans

Task Execution

Individual tasks

Repetitive tasks are candidates

Process Flow

Connects tasks and decisions

Workload automation

Decision Trigger

Analytics (not just monitoring)

When and why to take action

31

ITSM Roadmap:
Your goals depend on your destination!

Implement a shift left strategy

Automate the right things reduce the MOOSE

Improve you service experience moments of truth

Move to next generation service support - service center

32

Manage moments of truth

33

ITSM Roadmap:
Your goals depend on your destination!

Implement a shift left strategy

Automate the right things reduce the MOOSE

Improve you service experience moments of truth

Move to next generation service support - service center

34

POLL Q2. Do you have an IT Maturity Roadmap?

Yes
No

44%
56%

35

Implement The Service Center

Marketing

Sales

Questions

Finance

Requests

Manufacturing

Incidents

Business services
Balancing act
Service Center
Service
ServiceCenter
center
IT process management

IT service
development

IT service transition

IT service delivery

Source: December 8, 2009, It's Time For IT Management Software 2.0 Forrester report

36

Evaluate Your Technology

Functional attributes impact value
Making functionalities decisions
Focus on what enables your roadmap
Think about the business model

Get a team view

37

ITSM Tool Decision Matrix

Decision Category

Sub-category

ITSM
SaaS

ITSM
On-Premise

Financial analysis

Third party process consulting

Licenses cost
Subscription cost
Implementation cost
Integration cost
Training cost

X
X
X
X
X
X

X
X

Capital efficiency

Increased output per capita

Direct cost avoidance

X
X

Protection of assets

Cost avoidance

Business impact

Uptime guarantee
Penalties for missed SLAs

X
X

Compliance

Mandate

User productivity

Immediate
Reduction of staff

X
X

X
X
X

38

ITSM Tool Decision Matrix (cont.)

Decision Category

Sub-category

ITSM
SaaS

ITSM
On-Premise

Risk

Implementation
Impact
Strategic
Measurement

X
X
X
X

X
X
X
X

Skill and process

analysis

Process maturity
Size of team
Skills of team
Demographics of team

X
X
X
X

X
X
X
X

Technical
requirements

Depth and breath

Integration needs

X
X

X
X

Contract terms and

SLAs

Uptime and performance

Disaster recovery/business continuity
Support assistance

X
X
X

X
X
X

Vendor value

Size and profitability of vendor

Mix of SaaS and other business
Partnerships and ecosystem
Vendor reputation

X
X
X
X

X
X
X
X

39

Conclusions!

40

Thank you
Eveline Oehrlich
+1 617.613.8803
eoehrlich@forrester.com
Twitter: @eoehrlich

41

ITSM Maturity
Brian Hendry
Business Managing Consultant

How ITSM technology drives IT maturity

Agility

Become more
responsive to the needs
of the business
Streamline IT support
and transform from
reactive to proactive IT
Take new lines of
business to market
quicker through faster
delivery of supporting IT
services

Service Quality

External IT support is
more responsive &
consistent, increasing
customer satisfaction &
retention
Internal IT support is
more effective, keeping
business users
productive & increasing
capacity to generate
revenue

Automate Reduce Cost

Streamline IT support
through automation of
processes
Optimize resource
usage through better
visibility and planning
Measure, monitor and
reduce cost of service
provision
43

Axios Implementation Methodology

44

POLL Q3. Which is your biggest barrier to achieving higher ITSM maturity?

Resistance to change
Ineffective processes
Lack of appropriate tools
Lack of budget

39%
7%
18%
36%

45

Drivers for change

Self Service

Knowledge Base

Collaboration

Process Automation

Integration

Surveys

Analytics

Reporting

46

Self-Service & Service Catalog Empowering Business Users

47

Knowledge Management Reducing Call Volumes

48

Collaboration Enable Sharing, Reduce Calls

49

Process Automation Streamline Efficiency

50

Integration Easy Access to Relevant Information

Inventory/Distribution/Remote

Systems Management

Identity Management /Knowledge

Service Desks

Reporting

Electronic mail

Data Base

LDAP

51

Surveys Find Out What Your Customers Want

52

Analytics and Reporting Find Out Whats Working

53

POLL Q4. Which ITSM technology would give you the biggest maturity boost?

ITSM Process Automation

41%

Business user portal with Self-service and Service Catalog

44%

Knowledge Management and Collaboration Tools

15%

54

Common IT Maturity Blockers Anticipate to Ensure

Success

No C-Level Support

No Clear Vision

Resistance to Change

Daunted by Complexity
Inefficient Processes

Current Solution

Daunting Complexity

55

Thanks!
Any questions?

Axios Systems Webinar

YOU WILL RECEIVE A LINK TO THE SLIDE-DECK AND RECORDING VIA
EMAIL WITHIN 24 HOURS

Eveline Oehrlich
GUEST SPEAKER
VP & Research Director
Forrester Research, Inc.

#ITSMmaturity

Blog.axiossystems.com

Brian Hendry
Service Development Manager
Axios Systems

im@axiossystems.com

@Axios_Systems

Axios on LinkedIn

57