IT Process Transformation RoadmapExperience Sharing

The ITSM Community of Practice (CoP) Forum presents

Speaker,Vasant Kumar

Head, IT Governance & ControlPhillip Securities Pte. Ltd. (PSPL)

23rd Jul 2015

About Me

• 4 years in shipping industry working on Planned Maintenance Systems.

• 15 years in Banking and Finance sector.

• Currently working for Phillip Securities Pte Ltd. (PSPL) and portfolio includes:• IT Service Management

• Incident & Problem Management

• Change Management

• Privileged Access Management

• Technology Risk Management

• Project Portfolio Management

• Develop and support ITSM @ Phillip – End-to-end IT Process solution not a product!

PSPL IT Challenges

• Reduce Incidents arising from changes.

• Improve and Standardize IT Service Quality.

• Establishing accountability and justification for IT Headcounts.

• Improve Project Portfolio Management. Avoid cost & time estimation over-runs.

IT Service – Broad categories

IT Service is broadly classified into two:

• IT Service Call (ITSC) aka Business as Usual (BAU): Maintenance Work/Incidents/Problems/Standard Service Requests (SSR)

• IT Service Request (ITSR) aka New Ideas/Initiatives: SolutioningItems/Business Proposals/Projects

Reason for classification: Rule of thumb for IT spending is 80% on ITSR & 20% on Maintenance. Classification helps to track and control IT spending on ITSC and ITSR.

ITSC or ITSR?IT Service ITSC or ITSR? Remarks

Printer not working ITSC ITSC category must be "Problem"

Unable to login into a system ITSC ITSC category must be "Problem"

Provide adhoc data requested by user for IRAS submission ITSR

Scheduled job failed due to unhandled exception. User complains of incorrect reports in system to IT

ITSC ITSC category must be "Problem"

Scheduled job failed due to unhandled exception. IT jumps in to fix before user is impacted

ITSC ITSC category must be “Prevention"

User wants to know the formula applied for the “Total Cost” column in a report

ITSC ITSC category must be “Request"

User want to know if the status of the system is alright as she encounters unusual symptoms

ITSC ITSC category must be “Enquiry"

Explore a new technology ITSR For example implementing Office 365

Carry out upgrade on the UPS system in the data centre ITSR

Replace or upgrade a Router/Switch/Firewall ITSR

After diagnosis if it is established to be a incident, ITSC category must be changed to "Problem"

IT Process Transformation Roadmap

Business As Usual using ITSC

Incident & Problem Management using ITSC

ITSC Status & Description

Status Description

Dispatched When a new ITSC case is successfully registered it will be in Dispatched status i.e. nobody in

IT has yet acknowledged the ITSC.

Accepted The IT staff acknowledges the ITSC and will be working on this case

Reassigned The IT staff has reassigned to some other workgroup within IT to work on the case

In Progress The IT staff is currently working on this case

Completed The IT staff has completed the ITSC

Reviewed The case has been reviewed by the IT workgroups Team Lead

Rework The case was reopened as the closure is not accepted either by the caller or the reviewer

Rejected The IT Staff deems the case to be invalid and rejects the case

Privileged Access

For privileged access management you need a privileged identity management and privileged session management tools like Cyber-Ark or Xceedium.

Privileged Access Management - RFAThe basis for privileged access is usually ITSC or ITSR and is governed by the Request For Access (RFA) process i.e. RFA is a request raised by IT staff to gain privileged access to production systems using ITSC/ITSR as the basis.

RFA Modes & Workflow

Project Portfolio Management using ITSR

ITSR Workflow

Requester Sponsor/s

System Owner

Raise an ITSR

Approve

ITHOD

Approve

Provide estimation of IT Effort & Cost

Sponsor/s

System Owner

Approve(Quotation)

Approve(after quotation)

Project Kicks-Off.ITPM follows the Project Life Cycle

Approve(after quotation)

ProjectManager

ITSR Quotation

ITSR Metrics – Project Lifecycle

Time Tracking - ITSC

Time Tracking - ITSR

Time Tracking - Others

IT Cost Analysis – Zoomed out view

IT Process Maturity - High Level View

Committees essential within IT

Setting expectations, track, improve and standardize IT Service quality with the below pre-scheduled meetings:

• Service Management Committee (Recommended Frequency: Weekly)

• Change Control Board (Recommended Frequency: Weekly)

• Project Steering Committee (Recommended Frequency: Monthly)

• Risk Management Committee (Recommended Frequency: Monthly)

Questions & Answers?

Appendix

ITSC Dashboard – Today

ITSC Dashboard – Current Year

ITSC Dashboard – Aging Cases

Raising Standard RFA

RFA – Activity Details

RFA – Risk Analysis

ITSR – Tracking staff cost

ITSR – Document Repository