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7/30/2019 ITSM Methodologies: Momentum and Governance (166237207)
http://slidepdf.com/reader/full/itsm-methodologies-momentum-and-governance-166237207 1/20
ITSM Methodologies:
Momentum and Governance
EDUCAUSE
Enterprise IT Leadership Conference
April 17, 2013
Ricardo Chavira
Associate Director, Service Management
1
7/30/2019 ITSM Methodologies: Momentum and Governance (166237207)
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Overview & Introduction
• Definition & Overview
• Benefits of Good Governance
• Overview of Roles and Responsibilities
• Governance Groups
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What is Governance?
IT governance has to do with “specifyingthe decision rights and accountability framework to encourage desirable
behavior in using IT.”
Source: “IT Governance,” Peter Weill & Jeanne Ross
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What is Governance?
Good Governance =\= Right every time!
Good Governance = Good decision-making process
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Why Governance?
WIFM?5
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Benefits of Good Governance
Who benefits from good Governance? Everyone!
• Typically thought of as role of senior leadership, board of
directors; but everyone has a role to play.
• Good decisions can’t be made in a vacuum.
• Stakeholder engagement is critical.• RACI – even the C and I are important!
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Benefits of Good Governance
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Benefits of Good Governance
8
Prior to Formal Governance
• Ad Hoc Process Ownership• A “unit” might declare ownership
• No single point of accountability
• Little or no process maturity
• No agreed upon measures
• Ad hoc metrics for units using a process
• Processes ill defined & used sporadically
• No Service Ownership
• Applications might have individual owners
• Applications loosely grouped
• Ad Hoc and incremental improvement
• Loose accountability for Customer Satisfaction
• No recognizable Process or Service
Leadership
With Active Governance
• Clear Process Ownership
• A named individual is agreed upon owner
• Is accountable for a process
• Creates a path to maturity
• Defined agreed upon measures
• Consistent metrics across organization
• Processes defined & used consistently
• Clear Service Ownership
• Applications are part of a service and viewed collectively
• Service Roadmap & Continual Service Improvement efforts for
all components of a service
• Service owner accountable for customer satisfaction
• Yale developing Process and Service
Management Expertise
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How to set up Good Governance
How do you set up good Governance? It depends …
• Need to adopt governance model to what works for yourorganization
• Governance activities are always, already happening.
You’re already doing some governance, you might not callit that.
• We’re really talking about changing culture – becauseculture beats strategy every day of the week!
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7/30/2019 ITSM Methodologies: Momentum and Governance (166237207)
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ITILv3Processesand func%ons
Demand
Management
Financial
Management
Strategy
Management
Service Portfolio
Management
Service Catalog
Service Level
Management
Capacity
Management
Availability
Management
Service Continuity
Management
Information Security
Management
Supplier Management
Knowledge
Management
Change Management
Asset and
Configuration
ManagementRelease and
DeploymentManagement
Transition Planning
and Support
Service Validation
Testing
Service Evaluation
Incident Management
Problem
Management
Event Management
Request Fulfillment
Access Management
Operations
Management
Service Measurement
Service Reporting
Service Improvement
Service Desk function
Application
Management function
Technical
Management function
Business
Relationship
Management
Service Strategy Service Design Service Transition ServiceOperations
Continual ServiceImprovement
Design Coordination
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Governance Activities
ITSM Practitioner’s Group (1-2x month)
• A Community of Practice
•
Open gathering covers all aspects of IT ServiceManagement, ITIL, and ServiceNow.
• Topics include SN releases, ITIL Processes and theirimplementation, tool tips & tricks, training needs.
• Group provides ITSM team with feedback as the “eyes & ears” on the ground.
Change Advisory Board (weekly) • A technical board which delivers support to the Change
Manager in approving requested changes and assisting inthe assessment and prioritization of changes.
• All aspects of the organization represented.
11
ProcessOwners
PortfolioCommittee
ServiceBoard
ITSMProgram
Committee
ChangeAdvisoryBoard
Practitioners
Group
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Governance Activities
Process Owners (monthly)
• Single point of accountability for all aspects of process,ensuring it is fit for purpose.
• Reviews process metrics across all services, assesses
process integrity, recommends CSI projects for processes
• Works with ITS units to ensure process compliance
Service Board (monthly)• Single point of accountability for all aspects of a service,
including technical operations, metrics, and customersatisfaction. This includes end to end service lifecycle
• Conducts service reviews, identifies CSI projects for
services, develops capability roadmap
• Works with Service Portfolio owner to represent serviceneeds, issues to Service Board and strategic committeesand special interest groups
12
ProcessOwners
PortfolioCommittee
ServiceBoard
ITSMProgram
Committee
ChangeAdvisoryBoard
Practitioners
Group
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Roles and Responsibilities
13
Process Owners • Define Business Processes
• What are the process inputs and outputs
• What are the process activities and responsibilities
• What are the Key Performance Indicators (KPI) and Critical Success Factors (CSF)
• Responsible for process maturity (crawl > walk > run)
• Reviews specific process metrics across all services
• Partners with managers across different teams to ensure
process compliance
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Roles and Responsibilities
14
Who are the Process Owners?
l d b l
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Roles and Responsibilities
15
These are the Process Owners!
l d ibili i
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Roles and Responsibilities
16
Who are the Process Owners?
• Most are filled by full-time staff
• Attempt to match process roles with current duties:
• Incident filled by Service Desk manager
• Change done by DC Ops manager
• Request filled by Network manager
• A few dedicated roles:
• Knowledge Manager
• Problem & Major Incident
• Some turnover, change of roles
R l d R ibili i
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Roles and Responsibilities
17
Service Owners • Defines Business Services
• Define the components that make up the service
• Define service levels and expectations
• Defines service financial models
• Focus on Customer Satisfaction
• Responsible for Service maturity
• Reviews all process metrics for a single service
• Partners with those who own components of the business service to
improve the service capabilities and customer satisfaction
7/30/2019 ITSM Methodologies: Momentum and Governance (166237207)
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Process & Service Ownership Integration
ProcessDashboard
ServiceDashboard
ServiceDashboard
ServiceDashboard
ServiceDashboard
ServiceDashboard
ServiceDashboard
Process
Dashboard
ProcessDashboard
ProcessDashboard
S e
r vi c eA
S e
r vi c e C
S e
r vi c eD
S e
r vi c eE
S e
r vi c eB
S e
r vi c eF
Business Services
Processes
Incident
Problem
Request
Change
Master Metrics
Catalog
How is the service performing?
H ow
i s t h e pr o c e s s p er f or m
i n g?
ll d
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Fully-Integrated Governance
19
Clinical'Research'
Technologies(Faculty)and)
Researchers
Finance,'HR,'
Payroll'Program(Staff)and)
Administra7on
ITS'Informa9on'
Security'&'Policy(Faculty,)Staff)and)
Administra7on
ITS'Teaching'&'
Learning(Faculty,)Students)and)
Staff
Ins9tu9onal'
Technologies(Faculty,)Students)and)
Staff
ITS'Research'
Technologies(Faculty)and)
Researchers
ITS'
Administra9ve'
Technologies(Staff)and)
Administra7on
Technology'Ini9a9ves'Commiee'(TIC)
(University)func7onal)and)technology)leaders
Yale Strategic Technology Committees
University andexternal
committees
P o r t f o l i o
M g m t
University'Officers'and'Deans
S p e c i a l I n
t e r e s t C m t e s
Opera9ng'Commiees'(TOC'&'ROC)'
(Campus)Technology)Leaders
Service'Board
Change'Advisory'Board
Programcommittees
Internalgovernance
Technical
teams
Technology'Architecture'Commiee'(TAC)
(Campus)Technology)Architects
Technical teams
exist as required
but should map
to a program or
strategic
committee
Program
committees are
formed as
required
ITS'Advisory'Commiee'
(ITSAC)
(Provos7al)Commiee
IT'Advisory'Board
(External)Commiee
CIO'and'Directs
advisingadvising
Planned,but not yet
formed
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Thanksforpar4cipa4ng!
Pleaseshareyourfeedback
20
RicardoChavira