IT is about people, and more specifically the 3 R’s – roles, responsibilities and relationships. Rob will highlight that this is the key to getting the people side of IT right; define and communicate clearly everybody's roles, responsibilities, and build and cement strong relationships both within IT and with internal and external business partners too. According to Rob, if we can agree who does what and to whom first, then the processes and tools will follow. Without that, IT initiatives are doomed to fail: all the shiny flowcharts and software in the world won't affect improvements until people are working together effectively. Rob will also discuss how to design service models to make sure everybody plays their part: operating models (or their subset support models), engagement models and RACI charts for each practice. He will also look at what we need and what tools are available to help you get there.
5. Operations and
Services Team
IT Support Teams
Business Teams
Change
Technical Teams
Service Delivery
Supplier Mgmt
Change Advisory
Board (CAB)
Service Design
Customers
Technology Team
Data TeamManagement
Group
Strategy
Requirements
Project
Approval
Demand
Approval
Change Deploy
service ICT
Service
provider
vendor
Service Centre
ICT Service Desk
Service provider Vendors
Escalation
Escalation
Reporting
Initiate
ICT Operations
Reporting
Incidents
Users
Changes
Support
Executive
Group
Policy
Business
relationship
(BPM)
Champions
Feedback
Service Support
Changes
Escalation
13. Relationships
• Inputs / outputs:
artefacts
• Operating model
• Support model
• Engagement model
14. ICT Service Desk
Infrastructure
suppliers
HR support
Staff
“Level zero” Level One Level Two Level Three
SMC UNIX
sysadmins
ICT Application
Support
triage
PeopleSoft
developers
RMS functional
analysts
PeopleSoft
Self
help
forms
Ticketing, workflow management, service levels
Ticketing , workflow
management
Incident and request management
interlock
Support Model
Level Four
JIRA
email
Heat
HR district
SMEs
Other ICT resolver
groups
WFM district
staff
RNZPC
Training
15. Support model
Contact/CRM Self help
ChannelsLevel1LevelTwo
Incident triage, resolution Major Incident Request fulfilment
HR Training Workforce Infrastructure Desktop Network Database Email user
training
Phones
LevelThree
SAP Success
factors
LevelFour
Kronos opSys WAN/LAN DevicesStorage Servers
Security
WindowsBusiness
Objects
Applications
Incidentandrequestmanagement
Problem
Management
Service level
management
Supplier Management Service
Delivery
SupportingLevel FourLevel ThreeLevel TwoLevel One
Business
relationship
ProductionChange
Change
management
Release
management
App
Support
ICT ICT ICT
x x x
ReveraKronosSuccess
Factors
SAP
ICT ICT ICT ICT ICT
Training
Microsoft
ICT
Service
Desk
ICT
ICT
ICT
Service
Desk
ICT
ICT
ICT
Service
Desk
SDM
Service
Change
ICT
ICT
Service
Desk
ICT
Change
Manager
ICT
Release
Manager
ICT
vendor
Mgmt
supplier
manage
ment
SDMSDM
ICT
Portfolio
Manager
x
ICT
Service
Desk
Spark
VendorService
provider
ICTserviceBusiness
units
HR
Support
Training
support
WFM
support
ICT
ICT
Service
Desk
SDM
ICT
Portfolio
Manager
xxx
Champions
Finance
Finance
support
xx
MyPolice
Support
Service
Centre
Service
Centre
25. ICT
Processes
DIRECT
governance artefact framework
Organisational
Principles
Organisational
Strategy
Organisational
Charter
Organisational
Behaviour
Policy
Organisational
Responsibility
Policy
Organisational
Structure
Organisational
Strategic
Policy
Organisational
Conformance
Policy
Organisational
Performance
Policy
Enterprise
Architecture
Organisational
Business plan
Organisational
Investment
budget
ICT
ISSP
Organisational
Acquisition
Policy
ICT
Security
Policy
ICT
Behaviour
Policy
ICT
Budget
Organisational
Service Strategy
ICT
Service
Strategy
ICT
Practice
Framework
ICT
Procedures
Organisational
Operating
model
ICT
Operating
model
ICT
SLAs
ICT
Service
Portfolio
ICT
Quality
Policy
ICT
Resources
Policy
ICT
Change
Policy
ICT
Availability
and capacity
plan
Organisational
BCP
ICT
Continuity
plan
ICT
CSI
plan ICT
RASCIs
User
Device
Policy
Acceptabl
e Use
Policy
ICT
Compliance
Policy
ICT
Acquisition
Policy
CMDB
SDLC
Tool
chain
Infrastructure
plan
Organisational
Vision and mission
policies plans structures
organisationalfunctionalcontextual
ICT
version
personnel finance
sales
ICT
Architecture
Organisational
Service
Portfolio
why how what
Quality
standards
• Risk
• Benefit
• Resource
• Goals
• Lifecycle
• Measures
• Lists
• Information
• Relationships
DR plan
SOE
Change
schedule
Organisational
Work
Programme
Organisational
Asset
Register
Governance artefacts
are instruments by
which governors
direct the enterprise
None of these are
necessarily written down,
but they all exist at some
level of formality if only oral
ICT
Knowledge
base
Many-to-
many
Direct
26. Balanced Scorecard
Customer Engagement
Customer satisfaction
Quality of communications
Frequency of meetings and
reviews
Timely reporting
Internal Performance
User satisfaction
Timeliness
Policy compliance of provisioning
Quality of ticketing
Financial Performance
Headcount
Staff retention
Staff productivity
Budget tracking
Improvement and Growth
Improvements delivered
Knowledgebase growth
Training programme delivered
Coaching performance
http://www.basicsm.com/content/balanced-scorecard-service-desk
27. Service RASCI
(Responsible, Accountable, Supporting, Consulted, Informed) v6
for telephony and related systems
Delivery
Manager CC Manager
Service
administrat
or
Service
Improveme
nt
Service
Supply
Level 2
technical IS CTO IS BRM
IS Service
Desk
Manager
IS Service
Desk IS SMO
IS Change
Manager
IS Release
Manager
STRATEGY AND DESIGN
Policy, strategy, and standards A R I I I C
Risk and value management A R C C C
People resource management A R
Service financial management A R
Business relationship management -strategic A R
Service level agreements A R C C C C
Quality, assurance A R S
Continual improvement management A R S
Service owner/service delivery manager A R
Business relationship management -tactical A R
Business owner A R
Service design A R C C C C
Business architecture C C
Information architecture C
Solution (service) architecture A R C
Infrastructure architecture C I
Security architecture I I
Service integration and supplier performance A R S C S
Supplier contractual management A C R
Supplier contractual management - Revera, Fujitsu, Vodafone
etc C I A
Service portfolio and catalogue R C S
Availability and capacity planning A R C I I S
OPERATION AND SUPPORT
Business relationship management -operational R S C
Helpdesk/contact channels/service desk C R C
Support platform I R
Support knowledge management R S
Request Management C R S A
Request fulfilment
Application administration tasks A R
Identity and access provisioning A R R
Device and system provisioning A R R
Data error fixing A R I
Capacity provisioning A,C R R I
User training and coaching R
Remote access permissions C R R
Site access at Revera R
Identity and access management R S S
User training R
Incident Management C R A
Level 1 support I R
triage, grey area analysis S I R
supplier coordination S I R
Level 2 support
RASCI