Improving Service Delivery

1. Improving Service Delivery A Service Orientated Approach • Simon Hall, Senior Service Management Consultant • Kirsty King, Telford and Wrekin Borough Council

2. So Why Does Microsoft Do Service Management

3. Why Microsoft Needs Service Management Network Attached Devices ~80,000 Smart Phones ~80,000 Other OU’s 40,000 IP connectedMachines ~500,000 Workstation OU 280,000 IP based devices ~890k AD Clients ~420k Supported Full Service Domains ~280,000 Supported Limited Service Domains ~5,000 ConfigMgr ~285K Lab Services ~50,000 NTDEV ~24,000 DatacenterMachines (SPM)~24,000 PHX / GFS~250,000

4. Microsoft Offices in 105 Countries • 89k Employees Globally • 70k Vendors Globally • Microsoft locations 400 • ConfigMgr Sites ~230 • ConfigMgr Clients ~300,000 Auckland

5. Why Microsoft Does ITSM • Consumer and Business Services

6. So Why Does Premier Do Service Management

7. BackgroundIndustry Trends for Operational Problems • Sources of downtime • People 40% • Process 40% • Technology+ 20% Process40% People40% Other20% Gartner Security Conference presentation "Operation Zero Downtime," D. Scott

8. BackgroundShifting the Balance

11. The Impact of Downtime

13. IT Service Management begins with the • SERVICE

14. IT Departments that try to improve service often fail because they start looking inwardly, measuring what they do and creating SLAs.

16. By focusing effort with the identification and definition of Business Outcomes or Services and creating a full portfolio, IT departments can demonstrate why they exist, and focus improvement on improving outcomes, then create SLAs that reflect Business Value.

17. Talking about Service Historically IT has talked about ‘server’ uptime, and assumed that this was an accurate reflection of what the business experienced.

18. Increasing Complexity Typical Service Warranty Business Expectations USERS Backup Exchange Network Storage AD Dependencies

19. Telford and Wrekin Council • The Challenges

20. Telford and Wrekin • Challenges • 27,000 Customers • Services Provided to a multiuser estate • Limited definition of what IT provides • SLAs were cumbersome documents that do not reflect what we provide • Users define their own expectations

21. Telford and Wrekin • The Approach • Define to our customer base what we provide • Define the warranty that our services provide • Publish the boundaries of when services are supported • Create a single repository for all of our ICT support documentation

22. Telford and Wrekin • The Solution • A Service Catalogue • Define what is provided to whom and when • Allows IT to set Expectations • Assist in service transition from projects • Provide a facility to communicate directly with Schools

23. Telford and Wrekin • The Solution • Define what our Services are, and how to document them • Define the business groups that we provide to • Provide a once only data entry solution that displays information in different views depending on role • Provide a template for SharePoint that was customised specifically to our needs • Provide knowledge transfer and training • Provide a plan for a full implementation across all of IT

24. Telford and Wrekin Council • The Solution

25. Value of a Service Orientated Approach • Re-establish peer-level communications between IT and the business • Provide a common vocabulary for business executives and IT to talk about the priorities and investments

26. Questions