Service Utilization Manager (SUM™)
Setup and Launch Workshop
KEDAR Information Technologies, Inc.
http://www.KEDARit.com
Copyright
© 2014 KEDAR Information Technologies Inc.
All Rights Reserved
No part of this training session may be reproduced, distributed, or transmitted in any form or by any
means, including photocopying, recording, or other electronic or mechanical methods, without the prior
written permission of KEDAR Information Technologies Management.
For permission requests, write to the publisher, addressed “Attention: Permissions Coordinator,” at the
address below.
To obtain permission contact KEDARit at the email below, addressed to “Attention: Permissions
Coordinator”.
ContactUs@kedarit.com
Housekeeping
SUM™ Consultant
Charles Williams, IT Strategy Practice Leader, charles@kedarit.com, (469) 293-2116
Suggested Schedule
All times are CDT (Dallas,TX time)
• Work Session: 9:00am – 10:30am
• Break
• Work Session: 11:00am – 12:00pm
• Lunch
• Work Session: 1:30pm – 3:00pm
• Break
• Work Session: 3:30pm – 5:00pm
SUM™ BI Platform
URL: secure.kedarit.com
Agenda
• SUM™ Trial Overview
• The Service Design Team
Service Utilization Manager (SUM™)
• Standard Services Model
• Initialize Platform
• Services Management
• Manage Service Alignments
• Value Stream Analyzer
• Services Portfolio
• Reports
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Service Utilization Manager
(SUM™) Trial Overview
SUM™ Trial Program
ITSM/ITAM/ITFM Data
Define Services &
Map Relationships
Standardize
Baseline Service
Cost & Demand
Measure
Confirm the
Business Value
Institutionalize
Improvements
Optimize
Innovate
SUM™ includes:
• SaaS IT services modeling platform
• Standard Service Portfolio and Catalog model
• Library of predefined Business and Technical Services
• Integrated reporting dashboards and tables
• Ad-Hoc reporting capabilities
Create IT Service Policies that
include:
• IT Service “Fulfilment” Strategy
• Service Portfolio and Catalog Design
• “Value Streams” from Lines of Business
Consumers to Services
• Service Demand Model
Terms & Conditions:
• 8 Named Users (1 Admin, 2 Designers, 5 BI Analyzers)
• 30-day Free SUM™ Usage
• Setup & Launch” Workshop
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IT Transformation Roadmap
ITSM/ITAM/ITFM Data
Define Services &
Map Relationships
Baseline Service
Cost & Demand
Confirm the
Business Value
Institutionalize
Improvements
• Rationalize technology
capabilities
• Establish service total cost
and cost model
• Identify over/under utilized
services
• Rollout ITFM and ITSM
process improvements
• Create an IT Service
Catalog and Portfolio
• Define cost allocation
rates and unit cost
• Right-size service usage,
value, and cost
• Implement budget vs.
actuals tracking
• Develop services
“fulfillment” structure
• Evaluate alternative cost
of service options
• Evaluate cost, usage and
service agreements
• Refine data, processes &
relevant metrics
Standardize
Measure
Optimize
Innovate
Business Value Alignment
Service Portfolio &
Catalog
Budget Planning
Cost of Service
Transparency
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Service Cost
Management
ITSM Best Practice
IT Service Management Lifecycle
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Standardization Roadmap
Step #1: Develop IT Services Business & Technology Policies
Business &
Technology
Policy
Service
Catalog
SLA
Service
Catalog
Service
Level
Agreement
_____
_____
______
______
Operational Effectiveness
Behavior Change
Processes
OLA
Tech.
Operational
Level
Requirement
…
_____
____
Architecture
Service Utilization Manager (SUM™)
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Org.
Common Pitfalls
• Solving World Hunger…
Transparency builds customer trust
• Inadequate service definition …
• IT services and usage are not monetized …
• Too high-level service fulfillment framework …
• If you create a Service Catalog, they will come…
• Services not aligned to Line-of-Business users …
• SLA orientation, not enough business value identified …
• Processes are unaware of service fulfillment framework …
• A Service Catalog is just a front-end to the Service Desk …
• Assume your customer understands what you’re talking about…
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The Service Design
Team
Service Design A-Team
Guidance
Key to the success of your “A-Team” is their knowledge of
the IT infrastructure architecture, applications and systems,
and current utilization metrics.
A-Team members should be able to make decisions and
achieve consensus about IT services, define LOB
consumers, estimate or determine service demand, and
identify process improvements.
We recommend that the A-Tem members be familiar with or
have hands-on experience in:
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Line-of-Business processes and outcomes,
Total Cost of Ownership (TCO) methods,
Activity-based costing (ABC) methods,
Value Stream Mapping disciplines,
IT Service Management (ITSM),
IT Financial Management (ITFM),
the IT budget and planning process, and
Cost Modeling disciplines.
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Your SUM™
Standard Services Model
(SSM) Walkthrough
SSM Prototype
Provided For Your Customization
The Standard Services Model (SSM) is provided to help you visualize how to customize the SSM items
to match your environment.
Multi-Dimensional Views
Consumers information that contain:
Consumer
Name
Consumer
Description
Consumer
Designation
Business Service Count
Total Units
Mission Critical
Consumers and their mapped Business Service details:
Consumer
Name
Business Service
Group
Business
Service Name
Business Service
Description
Service
Owner
# of Units
Mission
Critical
Business Services information that contain:
Business Service
Business Service
Service Owner
Group
Name
Business Service Description
# of Service
Units
# of
Consumers
Business Services and their mapped Consumer details
Consumer Name
Consumer Designation
Consumer Description
# of Units
Mission Critical
Technical Services information that contain:
Technical Service Group
Service Owner
Technical Service Name
Description
# of Business
Services
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# of Consumers
Initialize
Business Intelligence (BI)
Platform
Initialize Platform
Go to URL: http://secure.kedarit.biz
Click “Initialize Platform” to:
1.
2.
3.
4.
Create Service Owners (called “Departments”)
Add Additional SUM™ Users
Define Users Access to the BI platform
Create Line-of-Business (LOB) Service Consumers
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Add/Modify Departments
Departments are Service Owners
The Department objects represent the specific organizational units within your company that are
responsible for the Business and Technical Services they are assigned. Each Service is assigned a
distinct Department Owner. A Department Owner may be assigned multiple Business and Technical
Services.
One-to-Many Relationship
NOTE: Setup by KEDARit Support to establish
your SUM™ BI platform
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Add Users
Create Additional SUM™ Users
Your SUM™ BI platform has a distinct number of “Named User” licenses. Only the Administrator has the
capability to create additional SUM™ BI platform Users. The Administrator can assign a User the Role of
Service Designer or BI Analyzer.
User Roles & Access Type
(√ = Create / Modify / Del)
Administrator
Service
Designer
BI
Analyzer
√
√
View only
The Administrator can assign a new Service
Designer or BI Analyzer User:
Enterprise access to select all Domains and their
Sub Domains under the Enterprise.
Domain access to select all Sub Domains assigned
to Domain.
Sub Domain access to only have access to the
assigned Sub Domain.
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Add/Modify Consumers
Define Service Consumers
A Consumer is the business entity or external customer that buys or funds – directly or indirectly – the
provisioning ad support Business Services. A typical company or organization has multiple business
units, departments, or lines-of-business (LOBs) that have different needs for and uses of Business
Services to achieve their specific business outcomes.
Description of Consumer Designation type:
Department Business Process - is a collection of related,
structured activities and/or tasks that use the outcome of the IT
service to produce a specific product or service to achieve
specific business objectives for an internal department or
process.
External Customer – is a non-internal entity (e.g., a re-seller,
supplier, distributor, buyer, etc.) that uses the IT service
outcome for a monetary or other valuable consideration.
External System - is electronic connectivity to non-internal
automated system or software program that uses the IT service
outcome for a monetary or other valuable consideration.
Internal Department - is a collection of related, structured
activities and/or tasks that use the outcome of the IT service to
produce a specific outcome or serve a particular business goal
for a generic/unidentified internal department process.
Strategic Business Unit - is a collection of related, structured
activities and/or tasks that use the outcome of the IT service to
produce a specific outcome or serve a particular business goal
for a business internal mission critical department process.
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Define and Design
Your Services
IT Service Design 101
Service: A means of delivering value to customers by
facilitating outcomes customers want to achieve without the
ownership of specific costs and risks
More than a menu or shopping list
Source: ITIL, Service Design book
Service Catalog: Is a set of items managed to deliver
requested IT offerings to the business end-user community.
Source: ITIL, Service Design book
Service Portfolio: Is a structured set of the items managed
for LOB executives.
Source: ITIL, Service Strategy book
Key elements are:
Customer Catalog: contains information about service customers
Business Service Catalog: contains information about business
facing services and their owner
Technical Service Catalog: contains information about IT facing
services and their owner
Key elements are:
Service Fulfillment Structure: contains the relationships and
dependencies of customers/users of all Business and Technical
Services
Capacity, Usage and Cost Clarity: contains information
about the customers/users of services, their planned capacity, and
their cost ─ both planned and actual
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Putting It All Together
Guidelines & Considerations
Start With The End In
Mind
LOB Considerations
• Service Level Agreements
• Service Demand/Consumption
IT Considerations
• Operational Level
Agreements
• Underpinning Contracts
Be S.M.A.R.T.
Strategic
Measureable
Transparent
Actionable
Relevant
Establish the level of sophistication appropriate for your culture
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Modeling Guidance
Business Service
A service that is known and experienced by the customer
Implicit Services Model
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Core Services
Shared Services
Primary Services
Extended Services
High Performance Services
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Laptop Services
Application Services
Messaging Communications
Project Management Services
Hosting Management Services
Technical Service
A service that is used to provision and/or support Business Services
Explicit Services Model
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Database Services
Business Application Services
Telecommunications
Network Services
Hosting Services
Service Desk
Desktop Services
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Network Service
Internet Services
Storage Services
Telephone Services
IT Security Services
Backup & Recovery Services
Disaster Recovery Services
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Services Management
Click “Services Management” to:
1. Define Business and Technical Services
2. Map Business Services to Technical Services
3. Map Business Services and their # of Service Units
to Consumers
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Define Technical Services
Guidance
A Technical Service is not directly used by the Consumer, but is required by one or more Business
Services – often referred to as technology-based capability. Technical Services describe a service that
is performed and can include using multiple technologies, staff activities and processes, vendors,
expenditure categories, and even current or planned projects.
NOTE: Creating “Group” names to assigned Technical Services will greatly assist in analyzing
them, and increase the ease of use and clarity of Dashboards, Charts, and Management
Reports.
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Create Technical Services
More Examples
Shared Resource Service
Business Support Services
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Server Administration
Application Administration
Database Administration
Storage Administration
Network Administration
Support Services
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Service Desk
Incident Management
Request Fulfillment
Website Management
Backup / Restore Management
Strategy and Control Services
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Architecture Management &
Research
Change Control
Release Management
Configuration Management
Lease & License Management
Desktop Support
Data Warehouse
Telecommunications
Email & Messaging
Operational Management Services
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Infrastructure Management
Capacity Management
Availability Management
Service Level Management
Service Continuity Management
Backup / Restore Management
Print Management
Compliance Services
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Security Management
Audit & Reporting
Procurement Management
Process Management
Project Management
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Define Business Services
Guidance
Consumer facing Services (commonly called “Business Services”) are used by the deliver a valued
outcome that enables one or more business processes to be successfully completed or executed. For
example, the IT organization provides three Sub Services that deliver the Consumer facing Business
Service called the “Payroll System”. The Payroll System outcomes are used by the Human Resources
Strategic Business Department in the execution of their New Hire Enablement and Payroll Processing
processes.
Sub
Business
Services
• Server
• Storage
• Network
Business
Service
Payroll System
Human
Resouce
Dept.
Processes
• New Hire
Enablement
• Payroll
Processing
NOTE: Creating “Group” names for Business Services will greatly assist in analyzing them, and
increases the ease of use and clarity of Dashboards, Charts, and Management Reports.
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Define Business Services: Step 5
“Service Proxy”
Guidance
How will the customer determine the value of the service, and recognize whether it is available or
working properly.
Accepted Business Practice
Airlines
Ticket $$ per seat
Hospitals
Bed $$ per day
Cell Phone Providers
Monthly $$ per minute
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Describe Service Units
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Create Business Services
More Examples
Business Process Services
Customer Relationship Services
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Manufacturing
Customer Support
Payments & Collections
Engineering
Distribution
Knowledge Management Services
Business Department Services •
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Finance & Accounting
Server Hosting
Service Desk
Website Management
Application Management
Web Portal Support
Notifications & Announcements
Access Control
Management Reporting
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Business Intelligence (BI) Analysis
Business Process Documents
Corporate Policies
Contracts
Workforce Management Services
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Timekeeping
Resource Planning
Process Management
Supplier Management
Lease & License Management
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Manage Services
Alignment
“Fulfillment” Strategy
Start With The End In Mind
Consumers
Services
“Fulfillment”
Strategy
Allocate # of Service Units
Business
Services
Apportion % of Cost
Technical
Services
Guidance
Create a services structure that matches the level of sophistication of your culture.
Focus on the ability of Line of Business Management, Finance and Accounting, and IT Senior
Management to associate and understand business relevance.
Also, consider what Services should be structured for market competitiveness evaluation and/or industry
benchmarks.
NOTE: This same Services Fulfillment Strategy will be used to do “Cost of Service” ITFM.
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Align Business Services
Services
“Fulfillment”
Strategy
Business
Services
Technical
Services
Guidance
The Manage Service Alignments function allows you to establish the Business Service, and Technical
Service value stream relationships.
Focus on establishing the relationships between the Business Services and the Technical Services that
are necessary to provision the Business Service – commonly called aligning or mapping.
Value Stream Analyzer
This relationship is not displayed using the Value Stream Analyzer function until Business Service Units
are allocated to Consumers.
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Align Business Services
Guidance
Align/map the necessary Technical Services that
are automatically displayed.
Click the Align button to commit the
alignment/mapping of Technical Services.
Guidance
Clicking the above View Aligned button
displays all previously aligned Technical
Services.
To unalign/unmap Technical Service(s) to
the Business Service click the Unalign
button.
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Map Units per Consumer
Services
“Fulfillment”
Strategy
Consumers
Allocate # of Service Units
Business
Services
Guidance
The Manage Service Alignments function allows you to also establish the Consumer and Business
Service relationships.
Focus on establishing the planned usage of Business Service Units by each Consumer. This
alignment/mapping creates a Demand Model of IT service planned consumption per Consumer.
Value Stream Analyzer
Requires the Unit allocation of Business Service to Consumers step to be completed in order to be
viewed in the Value Stream Analyzer function.
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Manage Units to Consumers
Guidance
Focus on defining the number of Business
Service units per Consumer, and how and how
often you plan to count their actual usage.
Click the Allocate button to commit Business
Service units to Consumers.
Guidance
Click the View Units to Consumer Maps
button to view and mange all previously
allocated units.
Click the Update to modify units to
Consumers or the Unallocate button to
remove the Consumer and Business
Service alignment/mapping.
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Service Design
Progress
Service Design Status
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Value Stream Analyzer (VSA)
VSA BI Capabilities
Consumer Service Use
Consumer Service Units Use
Consumer Value Stream
Units per Business Service
Consumers per Business Service
Technical Service Use Rate
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VSA BI Information
Typical Uses
• Value of IT Organization Reporting
• Line of Business Collaborations
– SLA Scope
– Value Determination
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Alternative Solution Evaluations
Service Consumption Planning
Mission Critical Service Determination
Measurement of Actual Service Consumption
RFP or RFI Preparation
ITSM Design of:
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Process Improvements
Service Catalog and Portfolio
CMDB CIs
Incident and Request Categories
• IT Service Staffing Optimization
• Initial Evaluation of IT Service Cost
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Value Stream Analysis
Use Your SUM™ Services Model
Let’s Answer The Following Questions:
•
What % of your staff would be allocated to support Technical
Services?
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What % of your technology assets would be used to support
Technical Services?
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What Business and Technical Services have the highest use
Consumers?
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What Business and Technical Service combinations or single
Technical Services are under optimization evaluation?
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What value would your Consumers place on:
– Business Services, and
– Mission Critical Service Units?
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Using a Pareto approach, what Services support the core of
the business?
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Services Portfolio
Service Portfolio Capabilities
Consumers
•
Lists all submitted Consumers and defined information
Business Services
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Lists all submitted Business Services and defined information
Business Service Groups
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List all groups and allows you to list their mapped Business Services and
display them as a value stream
Unaligned Business Services
•
List all submitted Business Services that have Service Units mapped to a
Consumer
Technical Services
•
Lists all submitted Technical Services and defined information
Technical Service Groups
•
List all groups and allows you to list their mapped Technical Services and
display them as a value stream
Unaligned Technical Services
•
List all submitted Technical Services that have not been mapped to a
Business Service
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Creating Reports
Configure Reports
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Consumer Reports
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Business Service Reports
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Technical Service Reports
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End of SUM™ Trial Workshop
KEDAR Information Technologies, Inc.
http://www.KEDARit.com