Solving Problems with Solid Service
Strategy and Design Capabilities
Click on a common problem below or scroll through all eight to learn about Enfocus Solutions’ software.
Misalignment with
Business Strategy
Service Catalog and
Service Portfolio are the
Same Thing
Lack of Service
Architecture
Difficulty in Creating a
Sense of Urgency
Lack of Implementation
Framework
Difficulty in Integrating
Run and Build
Failure to Consider the
Magnitude of Change
Lack of Clear Business
Engagement Model
© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved
Solid Service Strategy and Design Capabilities
www.EnfocusSolutions.com
Symptoms
——The
business fails to see ‘value add’ and won’t
support initiatives.
——Business
representatives are not adequately engaged
during projects.
——There
is a lack of IT Management support.
——IT
Problem:
Misalignment
with Business
Strategy
processes become overly complex or stagnate as
they have failed to align with business processes.
How Enfocus Solutions’ Software
Solves the Problem
✓✓
Define
clear objectives for each project using a
tried-and-true framework such as ROI Institute’s™
ROI Methodology.
✓✓
Measure
outcomes using formal benefits
realization methods.
✓✓
Measure
✓✓
Provide
✓✓
Align
stakeholder engagement and involvement.
complete transparency to customers.
IT services with business capabilities.
✓✓
Gain
a better understanding of the customers and
their needs through creating customer personas.
© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved
2
Solid Service Strategy and Design Capabilities
www.EnfocusSolutions.com
Symptoms
——The
organization only has a service catalog and no
service portfolio.
——The
service portfolio only contains what is in the
service catalog.
——The
Problem:
Service Catalog
and Service
Portfolio are the
Same Thing
organization has not defined technical
supporting services.
——A
history of changes made to an IT service is
not maintained.
How Enfocus Solutions’ Software
Solves the Problem
✓✓
Maintain
the service portfolio separately from the
service catalog.
✓✓
Use
the service portfolio to support Design, Build, and
Run activities.
✓✓
Organize
service-by-service lines.
✓✓
Track
technical services separately from business
services that are provided to the customer.
✓✓
Maintain
a comprehensive Service Design Package for
each service.
✓✓
Manage
the addition and modification of service
features in the service portfolio.
✓✓
Track
components (i.e., service assets) required to
provide a service.
© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved
3
Solid Service Strategy and Design Capabilities
www.EnfocusSolutions.com
Symptoms
——IT
services are not clearly mapped to the business
processes they support.
——The
service catalog only contains infrastructure items
such as requesting an email or a desktop.
——No
clear definition of services.
——Services
defined in terms of technology.
——IT
finds it difficult to effectively assess the impact of
incidents and changes on the business.
Problem:
Lack of Service
Architecture
How Enfocus Solutions’ Software
Solves the Problem
✓✓
Provides
a complete service architecture consisting of
processes, services, data, people, and rules.
✓✓
Maintain
the architecture collaboratively by assigning
ownership to architectural items.
✓✓
Manage
✓✓
Track
© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved
relationships between architectural items.
changes to architectural items using impacts.
4
Solid Service Strategy and Design Capabilities
www.EnfocusSolutions.com
Symptoms
——Priorities
——Lack
constantly change.
of management support.
——Management
does not understand and see value of
ITIL implementation.
Problem:
Difficulty in
Creating a Sense
of Urgency
How Enfocus Solutions’ Software
Solves the Problem
✓✓
Define
and communicate clear vision of the benefits.
✓✓
Define
clear objectives and outcomes and
measure performance.
✓✓
Prepare
and maintain a business case to support
an initiative.
✓✓
Document
——Why
are we doing this project?
——What
is the benefit to our business?
——What
are the risks if we do no do this?
——Do
we have executive sponsorship and support?
——Will
© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved
answers to questions such as:
this improve alignment with the business?
——How
will this impact our customers?
——How
will we measure success?
5
Solid Service Strategy and Design Capabilities
www.EnfocusSolutions.com
Symptoms
——No
project structure to govern or manage a project.
——Inability
to link a business need and requirements
to implementation.
——Inability
to link and integrate technical silos into
streamlined business processes.
——Project
Problem:
Lack of
Implementation
Framework
How Enfocus Solutions’ Software
Solves the Problem
✓✓
Design,
document, and maintain business processes.
✓✓
Document
services and show how they
support processes.
✓✓
Document
IT processes that are needed to
provide services.
✓✓
Provide
consistent methods for Design, Build, and
Run activities.
✓✓
Track
© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved
progress is slow.
and manage issues that are encountered.
6
Solid Service Strategy and Design Capabilities
www.EnfocusSolutions.com
Symptoms
——Understanding
how to apply ITIL to the
applications area.
——Limited
support from application development and
maintenance teams.
——Lack
of understanding and support for end-to-end
value chains.
Problem:
Difficulty in
Integrating Build
and Run
How Enfocus Solutions’ Software
Solves the Problem
✓✓
Provides
a single platform to define requirements for
both infrastructure and applications.
✓✓
Define
technical services for both applications and
infrastructure, and link to business services that are
provided to the customers.
✓✓
Define
transition requirements as described in the
PMBOK® Guide and and BABOK® Guide to manage
transition from Build to Run.
✓✓
Provides
mechanism to link application development
to ITIL services.
✓✓
Capture
service level requirements as nonfunctional requirements.
✓✓
Provides
efficient mechanism to maintain Service
Design Packages.
© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved
7
Solid Service Strategy and Design Capabilities
www.EnfocusSolutions.com
Symptoms
——Organizational
change is considered an afterthought
and not adequately addressed.
——There
is a failure to understand that implementing
ITIL will fundamentally change the way people work.
——Unsustainable
change, people revert back to old
ways of working.
Problem:
Failure to
Consider the
Magnitude of
Change
——Process
outcomes do not achieve strategic objectives
or outcomes.
——IT
continues to be managed by silos instead of
services and processes.
——Key
elements needed to provide services are
fragmented and not integrated well; for example,
tools do not adequately support the process, and
practices do not align with processes.
How Enfocus Solutions’ Software
Solves the Problem
✓✓
Supports
new methods such as the Lean Change
Method to manage change experiments and
Minimum Viable Changes (MVCs).
✓✓
Provide
complete transparency so that service
owners, process owners, and business process
owners can see how their areas interact.
✓✓
Assign
owners to services, process, and projects.
✓✓
Define
impacts to people, processes, technology, and
business rules.
✓✓
A ssign
owners to impacts to manage change, risk,
and implementation.
© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved
8
Solid Service Strategy and Design Capabilities
www.EnfocusSolutions.com
Symptoms
——Lack
——The
——IT
of strategic input from the business.
business complains about IT service delivery.
fears consultation with the business.
——Service
Level Agreements are meaningless.
——Processes
Problem:
Lack of Clear
Business
Engagement
Model
such as Problem or Incident
Management fail.
How Enfocus Solutions’ Software
Solves the Problem
✓✓
Business
customers have transparency in the
services they are provided.
✓✓
Stakeholders
are actively engaged in the design and
implementation of new service features.
✓✓
Stakeholders
manage business change activities
using the same tool as build teams.
✓✓
Track
stakeholder engagement and participation
using dashboard.
© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved
9
Solid Service Strategy and Design Capabilities
www.EnfocusSolutions.com
About Enfocus Solutions
We are an IT professional services and software company servicing organizations as effective agents of change. Our tailored
solutions provide everything required to achieve your business goals, including software, training, coaching, and other services.
We are passionate about helping our clients make positive changes in their businesses—changes that improve value delivery to
customers and bring positive benefits to the bottom line.
Contact Us for a Software Demo or Needs Assessment:
Phone:
(210) 399-4240
Toll-free:
(877) 253-0275
Email:
info@EnfocusSolutions.com
© Copyright 2014 Enfocus Solutions Inc. All Rights Reserved
10