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Similar to a project management office, the SMO centralizes the oversight and integration of service management processes to ensure the alignment and effective and efficient outcomes of service delivery and support. In this session, Jayne Groll will provide a practical overview of the concepts, benefits, opportunities, and threats associated with developing a SMO, regardless of an organization’s size, industry, or scope. And since a successful SMO is built on roles and responsibilities, Jayne will also share tips for identifying, combining, assigning, and managing key roles
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W l !Welcome!
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Your Presenter – Jayne Groll
President of ITSM Academy President of ITSM Academy ITIL® Expert, Certified Scrum Master, ISO/IEC
20000 Consultant Manager, HDI Help Desk Manager
20+ years in IT service management Industry contributor
Since 2003, ITSM Academy has trained tens of thousands of learners on all levels of IT Service Management including ITIL, ISO/IEC 20000, Certified levels of IT Service Management including ITIL, ISO/IEC 20000, Certified Process Design Engineer (CPDE) and non-certification workshops.
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Agenda
The basics: What is a Service Management Office?The basics: What is a Service Management Office? Resourcing the SMO Considerations for establishing a SMOConsiderations for establishing a SMO
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L t’ St t ith th B iLet’s Start with the Basics
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Typical IT OrgCIO
Development Infrastructure Operations Application
Typical IT Org
Development
Partners
Infrastructure
Servers
Operations
Service Desk
ppSupport
Business AppsPartners
Developers
Servers
Mainframe
Service Desk
IT Operations
Business Apps
IT Apps
Business Analysts Cloud
Where would you assign these roles:• Problem Manager
Network
• Service Level Manager• Change Manager• Configuration Manager
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How About This?CIO
Application
How About This?
Development
P t
Infrastructure
S
Operations
S i D k
Application Support
B i A
SMO
Partners
Developers
Servers
Mainframe
Service Desk
IT Operations
Business Apps
IT AppsDevelopers
Business Analysts
Mainframe
Cloud
IT Operations IT Apps
Now where would you assign Analysts
Network
those key process roles?
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What is a Service Management Office?
The SMO is an internal team that is accountable for the quality of the service management program.
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Modeled after the PMO
The SMO is modeled after the Project The SMO is modeled after the Project Management Office (PMO) in that itDemonstrates IT’s commitment Legitimizes service managementProvides governanceImproves effectiveness and efficiencyIncreases IT service quality
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SMO Responsibilities
Establish and govern policies and plansg p p Define, implement and manage processes
that meet business needs Ensure process alignment and interfaces Manage communications and training Coordinate efforts such as the CAB Ensure continual improvement I t ti f ti Increase customer satisfaction
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R i th SMOResourcing the SMO
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The SMO and the Org Chart
The SMO is a strategic team that should Report to senior managementBe empowered with sufficient authority and resourcesBe built from direct and indirect reportsDelegate tasks to local process practitioners
CIOCIO
SMOSMOCan’t change the org chart? Start the SMO as a committee
DevDev InfraInfra OpsOpsStart the SMO as a committee.
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SMO Roles
LeaderA trained service management professional
Direct reportsProcess management roles that justify a FTE
Indirect reportsProcess management roles that can be incorporated
into other positionsToo many processes?
Consider grouping process roles into “stage managers” .
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Should the Service Desk report to the SMO?report to the SMO?
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Considerations for Considerations for Establishing a SMO
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Should YOU Establish a SMO?(1)
• Yes, if – You are a large organization, have a wide footprint
and/or high volumes of changeY id tif d/ t i th i ht l d– You can identify and/or train the right leader
– You are having difficulty assigning ownership– The owners need an organizational structureThe owners need an organizational structure– The SMO will have sufficient authority and resources
Thi k t ll f SMO?Think you are too small for a SMO?Start with one empowered person to orchestrate service management
through indirect relationships
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Should YOU Establish a SMO? (2)
No, if You are already succeeding with rolesYou are already struggling with too many
silosYou cannot identify a qualified leaderYou will not have sufficient support and You will not have sufficient support and
resources
Process maturity is not necessarily a factor in determining whether or not to start a SMO.
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Summary: Benefits of a SMO
Business IT/Service Desk
Improved alignment Controlled costs and better
f
Clearer policies, plans and documentationL k f f h d use of resources
Consistent service levels B tt i ti d
Less re-work, firefighting and bureaucracy
Improved communication Better communication and support
Ongoing improvements
Improved communication Better process integration Realistic OLAsOngoing improvements
Higher quality servicesRealistic OLAs
Higher customer satisfaction
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Let’s Play a Game! Download the Ping virtual keypad
Mobile – www.c3ping.com/mobile Windows – www.c3ping.com – download keypad Ping ID – 5381g
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Ping Virtual Keypad
Ping ID – 5381
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Questions?
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