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Experience
the difference
Improving Service Delivery
A Service Orientated Approach
Simon Hall, Senior Service Management Consultant
Kirsty King, Telford and Wrekin Borough Council
So Why Does Microsoft Do
Service Management
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Experience
the difference
Why Microsoft Needs Service Management
Smart Phones
~80,000
Network Attached
Devices
~80,000
CONSULTING
Supported Full Service
~280,000
▪ S U PDomains
PORT
Other OU’s
40,000
Workstation OU
280,000
Supported Limited Service
Domains ~5,000
IP based devices ~890k
▪
NTDEV
~24,000
ConfigMgr ~285K
STRATEGY
Lab Services
~50,000
AD Clients ~420k
Datacenter
Machines (SPM)
~24,000
IP connected PHX / GFS~250,000
Machines
~500,000
Microsoft Offices in 105 Countries
89k Employees Globally
70k Vendors Globally
Microsoft locations 400
ConfigMgr Sites ~230
ConfigMgr Clients ~300,000
North America
15,105
Population
Puget Sound
37,213
Population
South America
2,235
Population
Europe
Middle East
and Africa
18,893
Population
Asia
14,839
Population
Auckland
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Why Microsoft Does ITSM
Consumer and Business Services
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So Why Does Premier Do
Service Management
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Experience
the difference
Background
Industry Trends for Operational Problems
Sources of downtime
• People 40%
• Process 40%
• Technology+ 20%
Downtime
Process
40%
People
40%
Other
20%
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Gartner Security Conference presentation "Operation Zero Downtime," D. Scott
People
Process
Technology
Background
Shifting the Balance
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The Impact of Downtime
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IT Service Management
begins with the
SERVICE
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IT Departments that try to improve
service often fail because they start
looking inwardly, measuring what
they do and creating SLAs.
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By focusing effort with the identification
and definition of Business Outcomes
or Services and creating a full portfolio,
IT departments can demonstrate why
they exist, and focus improvement on
improving outcomes, then create SLAs
that reflect Business Value.
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Talking about Service
Historically IT has
talked about
‘server’ uptime,
and assumed
that this was an
accurate
reflection of what
the business
experienced.
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Increasing Complexity
Business
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Dependencies
AD
Backup
Network
Exchange
USERS
Storage
Typical Service
Telford and Wrekin Council
The Challenges
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Telford and Wrekin
Challenges
27,000 Customers
Services Provided to a multiuser estate
Limited definition of what IT provides
SLAs were cumbersome documents that do
not reflect what we provide
Users define their own expectations
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Telford and Wrekin
The Approach
Define to our customer base what we
provide
Define the warranty that our services
provide
Publish the boundaries of when services are
supported
Create a single repository for all of our ICT
support documentation
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Telford and Wrekin
The Solution
A Service Catalogue
Define what is provided to whom and when
Allows IT to set Expectations
Assist in service transition from projects
Provide a facility to communicate directly
with Schools
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Telford and Wrekin
The Solution
Define what our Services are, and how to
document them
Define the business groups that we provide to
Provide a once only data entry solution that
displays information in different views
depending on role
Provide a template for SharePoint that was
customised specifically to our needs
Provide knowledge transfer and training
Provide a plan for a full implementation across
all of IT
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Telford and Wrekin Council
The Solution
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Value of a Service Orientated Approach
 Re-establish peer-level communications between IT and the
business
 Provide a common vocabulary for business executives and
IT to talk about the priorities and investments
Technology
Process
People
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Questions
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