Change Management Kpis

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					Service Level management
How SLAs Should Work
Agenda
! What is SLM?
! How do we get it to work?
! Satisfaction and Perception
! What SLM needs
! Service Measurements & KPIs
What is SLM?
! Service Level Management is the position in the
  company that tries to undo several years of damage
  caused by badly ‘managed’ IT departments!

More importantly:-
! “SLM is the hinge for Service Support and Service
  Delivery. It cannot function in isolation as it relies un the
  existence and effective and efficient working of other
  processes. An SLA without underpinning support
  process is useless as there is no basis for agreeing its
  content” OGC ITIL Service Delivery (Version 2)
ITIL - SLM Process
Establish Function
− Planning
− Implementation           Implement SLAs
                     −   SLR and Service Catalogue
                     −   SLA, OLA, UC
                     −   Expectations Management
                     −   Draft and Negotiate
                     −   Agree SLAs
                                            Manage Ongoing Process
                                                     − Monitor
                                                     − Report
                                                     − Review
      Periodic Reviews
     − Review SLAs
                 ,
          ,
       UCs OLAs
     − Review SLM Process
How do we get SLM to Work?
1. We need to stop focussing on the ‘IT’ of ITIL and
   ITSM
2. ITIL and IT Service Management should be
   described to the business as “processes that the
   business follows for the use of the services that the
   IT department provides”
3. A benchmark of the current status of people,
   process and technology for the use of IT services
   should be taken at the beginning of the project
   i.   Assessments should be made every 6 – 12 months
        thereafter
At the heart of Service Management
             is Service

                                                       Business/Customer Service




                                                                            IT Services


                                            Supporting Configuration Items
   CI    CI    CI    CI    CI   CI    CI    CI    CI        CI    CI    CI    CI
        CI    CI    CI    CI         CI    CI    CI              CI    CI    CI
Plan to Implement SLAs
! Create a Service Catalogue
! Establish Service Level Requirements
! Plan the SLA Structure
! Review OLAs and UCs
! Negotiate and Agree SLAs
Service Catalogue
! A menu of the services IT provides (it is not a wish list!)
! The Catalogue does not need to be complex – a simple
  example is included in the ITIL Service Delivery book
  (Version 2)
! It is a good idea to audit/ investigate the applications and
  software installed on PCs throughout the business when
  compiling a Service Catalogue - You are likely to find
  forgotten apps!
! The Catalogue assists the business units in carefully
  choosing the services they need rather than the whole
  business having something that only a few units need
   ! This can save the overall business money
Service Level Requirements (SLR)
! SLRs are collected during face to face meetings with
  the business
   ! It is often easier to collect requirements from business
     unit leaders as separate entities rather than the
     business en masse
   ! Requirements need to strike a balance between what
     individual people want and what the business actually
     needs and is willing to pay for – this is why a ‘level’ of
     requirement must be collected at the same time
OLAs and UCs
! OLAs are the most effective method to find out who
  support what and to what level
   ! Also the quickest way to find out what is not
     supportable even though it is listed as a service
   ! Create a ‘skills matrix’ to assess ‘grey’ areas of
     support between support teams
! UCs are ‘underpinning’ because they are the
  foundation for OLAs and SLAs
   ! There is no point in your UCs stating one thing and
     your SLA stating something completely different
   ! Ensuring SLM is responsible for Supplier Management
     means getting the right supplier at the right price at the
     right time
Perception
Definition: “An intuitive judgement based on personal
  experience, heuristics and available information”

The general perception of IT is…


            “Computer says ‘no’!”
Satisfaction
Definition: “The feeling that a customer has when their
  needs have been met”

! It is not possible to satisfy your customer unless you
  know what their needs are
! It is not possible to satisfy your customer unless you
  can meet their needs
SLM or Summin’ or Nuffin’
! The reason for SLM is improve services
! The best KPIs a Service Level Manager can get are
  improved satisfaction and perception among business and
  end-users
! IT staff retention and job satisfaction through process use
  and more controlled work-flows are great benefits to the
  business
! SLM can get rid of the paranoia faced by some IT staff
  when they walk amongst end-users…
Service Provision
! SLM/ IT provides the services the business needs at
  the level the business budget for IT will provide for

! IT don’t have a crystal ball
! IT cannot be responsible for the whole production
! SLM, as the only means of negotiating service
  provision, gives the business the best insight into the
  benefits of IT and the cost-benefit of investing in IT
Service Provision Cont’d
! Relationship improvement between the IT
  department and the other business units
   ! People start to understand that they use IT to support
     their business process
   ! People want to get involved in decisions regarding IT
     opportunities to enhance their business process
     (wireless networking, roaming profiles, VPN etc)
   ! It is clear to business leaders their input and
     commitment is essential to the success of their IT
     investment
   ! End-users can clearly see cause and effect if clear
     ‘rules of engagement’ are laid out in the SLA
Eliminate Excuses!
! Get rid of the blame game
   ! If the target has not been met, blame the process or
     the activities, not the person or the department
   ! Reasons for failures of services covered by the SLA
     will be very obvious if SLM is implemented
     appropriately
   ! It’s a two-way agreement and should not end in an
     interrogation with the Customer….
Service Measurements and KPIs
Links to other ITIL Processes
! Strong input from Incident Management
! Calculations from Availability Management (often the
  SLM process owner and Availability Mgt process
  owner are the same person)
! You can’t manage what you can’t measure
   ! Targets should not be put in an SLA for the services
     that you can’t measure the statistics for
   ! It is perfectly acceptable to begin the SLM journey by
     only measuring the critical services and the
     Configuration Items that support those items
- Incident Lifecycle

                                  Start
                                  Repair

             Detection    Diagnosis        Recovery Restoration
 Incident                                                            Incident




     Detection    Response       Repair       Recovery
     time         time           time         time


                 Downtime (MTTR)                          Uptime (MTBF)


                         Time between System Incidents
                         (MTBSI)
- Incident Lifecycle in the Real World

                                  Start
                                  Repair

             Detection    Diagnosis        Recovery Restoration
 Incident                                                            Incident




     Detection    Response       Repair       Recovery
     time         time           time         time


                 Downtime (MTTR)                          Uptime (MTBF)


                         Time between System Incidents
                         (MTBSI)
   Incident Management
! The ability to report on services (not just individual
  components) is important
   ! If you are unable to monitor services for uptime or
     downtime, it’s important to use the Incident Management
     database to analyse volume per category
   ! Incident Management improvements will change
     perception and satisfaction of end-users
   ! A properly structured and skilled Service Desk will be a
     great asset and aide for SLM
Information and KPIs
! The Information used by SLM for KPIs are outputs
  from Service Desk and the other processes:-
   ! Number of breached SLAs – Service Desk
   ! Number of escalations – Service Desk
   ! Volume of calls – Service Desk
   ! Number of Incidents per Service – Incident
     Management
   ! Service deficiencies - Incident Management
   ! Downtime – Incident Management
   ! Number of eradicated Incidents – Problem
     Management
Information & KPIs Cont’d
  ! Insight into fragile/ unreliable components – Problem
    Management & Availability Management
  ! Number of Changes to Infrastructure – Change
    Management
  ! Forward Schedule of Change and Release Schedule –
    Change & Release Management
  ! Relationships between CIs (supporting and providing
    services) – Configuration Management
  ! Critical Components – Release Management
  ! Cost Elements and budgetary requirements –
    Financial Management
  ! Availability Plan and statistics – Availability
    Management
Information & KPIs Cont’d
  ! Business Capacity Requirements – Capacity
    Management
     " Affecting Service Capacity requirements
     " Also affecting Resource Capacity requirements
  ! Demand Management activities – Capacity
    Management
  ! BIA and Continuity requirements- ITSCM
  ! CIA and Risk Management – Security Management
  ! En-user constraints for use of Services – Security
    Management
Benefits
! IT services designed and delivered in-line with
    business service level requirements
!   Improvement of relationship with business/customer
!   Both parties to the agreement have a better and
    clearer view of their roles and responsibilities
!   Specified targets against which service quality can
    be measured, monitored and reported
!   IT will focus IT services and resources on those
    areas which the business thinks are key
!   All parties will have a clear and consistent
    expectation of the level of service required
!   Service monitoring will allow problem areas to be
    identified so that remedial action can be taken
!   SLM will encompass supplier management
Summary
! SLM is a full-time job
! It requires good negotiation skills
   ! Not a ‘yes’ person or a ‘no’ person
! The Service Level Manager will change IT
  perspective from ‘fault fixing’ to ‘enhancing’ business
  processes
! With quality inputs from other ITIL processes, SLM
  can work as it is supposed to
   ! This is fully dependent on process owners having the
     right skills and the capability to monitor and analyse
     their own KPIs
End
! It’s a hard job but someone’s got to do it…




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