The Evergreen, Background,
Methodology and IT Service
Management Model
Business-Focused
Standards-Based
Collaborative
1
Evergreen Background
Company Profile
•
Company History:
– Founded in 1997
– Sole client focus – assist complex organizations significantly and permanently
improve the way their IT organizations run
•
Key Industry Practices:
– Fortune 1000 clients, emphasis on industry verticals: Financial Services,
Healthcare, IT, Telecom, Manufacturing/Consumer Goods, Public Sector, Retail
and Energy
•
Key Functional Practices:
– IT Governance
– IT Service Management
– IT Infrastructure Library (ITIL) Strategy, Process & Technology Enablement
– Change and Configuration Management
– IT Asset Management
Practice Areas
Key Focus Areas Today– ITIL Strategy and Execution
– ITIL and CobiT Mapping
– Change and Configuration Management
– Release Management
– Service Management / Service Cataloging
– From IT Asset to Configuration Management Database (CMDB)
Evergreen’s Approach
• Helps clients improve these disciplines by:
– Identifying Business Needs
– Creating consistent policy
– Streamlining associated processes
– Automating process and compliance through technology
– Auditing the Outcomes
Representative Clients
Evergreen’s Focus on Business Alignment
Our Point of View
• Driving value from IT – where does it come from?
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Reducing reactive/unscheduled work
Better “Demand Management”
Eliminating redundancies
Reducing complexity
Targeting overspending and resource over-allocation
Improving inefficient processes
Looking at IT overhead
• Accept the commoditization of IT services
• ITIL can help but….. it should not be your end goal
• Process improvements rarely succeed without a look at technology and
organization
Why Evergreen?
• Experience with the implementation of ITIL processes and
technologies
• Ability to execute in all areas of an ITIL-based solution:
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Assessment
Training
Implementation
Technology
Program Management
Organizational Change
Expertise with ServiceCenter and related HP technologies
ITIL-focused expertise
Extensive CMDB and Configuration Management experience
Proven Methodologies and extensive library of value add materials
Large, Complex, Multi-National Experience
Every Client is a Reference
Evergreen’s Methodology
2
Q V Consulting Approach
Q2V – Quick time 2 Value – is a consulting approach that
focuses on achieving business results as quickly as
possible. The tenants of this approach include:
•
•
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Prove value early and often
Get aligned with business priorities
Be realistic about what can (and can’t) get done
Establish firm “value” objectives before you begin… and
measure progress every step of the way
• Look for value in:
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•
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ROI (hard and soft dollar)
Strategic Alignment
Risk Mitigation
Improved Customer Service
Improved agility and flexibility
2
The Q
V Evergreen Methodology
Project/Program Management & Planning
Risk Management & Quality Assurance
Project Communications and Marketing
Strategic Alignment
Account Management
Assessment
and Analysis
Goals and
Target Setting
Solution
Design

On-site joint Identify
areas to focus on
during assessment

Work with client team to
develop joint plan and
scope of work

Jointly analysis,
evaluate current state
and document “as is”

Assess current state
against best practices
and standards

Establish objectives and
scorecard

Conduct joint
workshops to develop
designs for “to be”

Define project
governance
Continuous
Improvement
Solution Build


Build out solution
including;
o People
o Process
o Data
o Technology
Knowledge Transfer,
Train, Test and
Implement

Evaluate objectives
and project score
card against results

Establish baseline for
all business and
process
measurements

Continuously monitor
results and
implement
improvements
GreenPrints Knowledge Framework
©
GreenPrints is Evergreen’s Intellectual Property Database
that includes:
©
• Maturity Modeling Tools and Methodology
• Workshop methods and questionnaires
• Interview templates data gathering techniques
• Maturity measurement and mapping tools
• Pre-defined process workflows, design documents, and
templates across all 10 core ITIL process areas
• Project Management Methodologies (based on PMI)
• Organizational design and organizational change tools and
templates
• Knowledge, experience, and expertise from 10+ years and
hundreds of infrastructure management projects
The Evergreen IT Service Management Model
Service
Alignment and
Design
Service
Governance
and Control
Service
Delivery
Service
Support
IT Organization and Suppliers
The Evergreen IT Service Management Model
• Service Level Management
• Availability Management
• Capacity Management
• IT Business Continuity
Management
Service
Alignment and
Design
• BITA
•Relationship Management
• IT Strategy
• IT Architecture
• Business Process Management
• Application Management
• Request Management
• Project Management
• Compliance Management
• Change Management
• Release Management
• Security Management
• Financial Management
Service
Governance
and Control
Service
Delivery
Service
Support
IT Organization and Suppliers
• Service Desk
• Incident Management
• Problem Management
• Infrastructure Management
• Asset Management
• Configuration Management
ITIL Assessment Process
Typical Summary of Assessment Project Approach:
Week 2
Week 1
ITIL
Training
Consensus
Building
Service Support
Service Level
Management
Reports SLA Parameters
III. The ITIL Model: Service Support
Business, Customers and Users
Incidents
Queries
Inquiries
Management Tools
Incidents
Incidents
Service Desk
Communication
Updates
Work-arounds
Changes
Customer
survey
reportsReports
Capacity
Releases
Management
Week 2 and 3
Discovery
and
Workshops
• Workshops
• CMDB “chalk talks”
• As-is assessments
• Set business objectives
• Assess ability to change
• Review Documentation,
reports and metrics
• Scoping and action plans for
subsequent phases
Service Rpts
Incident stats
Audit rpts
• Quantify maturity levels
• Key Findings of Config
processes
• Recommendations
• Business value definition
• Quick win opportunity
• ROI and/or other quantification
Availability
Management
Change Mgt
Problem stats
Trend analysis
Problem rpts
Problem reviews
Diagnostic aids
Audit rpts
Incidents
Release Mgt
Change sched.
Change stats
- 10 - reviews
Change
Audit reports
Problems
Known errors
Release sched
Release stats
Release reviews
Secure library
Testing standards
Audit reports
Changes
Releases
Delivery
findings and
presentation
Findings and
Roadmap
Development
Incident Mgt
Problem Mgt
Week 4
Configuration Mgt
Source: OGC, Crown Copyright © 2001
CMDB reports
CMDB stats
Policy/standards
Audit reports
• Six month action plan…what
is most urgent given business
priorities?
• Define future states
•Develop Pilot Project
•Establish key performance
metrics (KPIs) – How do we
know we’re successful?
• Roadmap for achieving
future states including
technology integration
CMDB Maturity
CI s
Relationships
Pilot Plan
End State Vision
Configuration Management
Data Base (CMDB)
CMDB
-8-
2005
Q1
Q2
Q3
2006
Q4
Q1
Q2
Q3
2007
Q4
Q1
Q2
Q3
Continuous Process Improvement Center
• Knowledge Management
• Process Improvement
• Training
• Communications
Q4
ISD Roadmap Project
• Integrated Trending and Root Cause Reasoning
• Service Delivery Measurements
• New Product Strategy
• New Customer Strategy
Current ESM Peregrine Projects
ServiceCenter Project
4
SC Change Mgmt Project
CUSTOMER
1 Call Number
Web Access
SC Root Cause Project
SC Request Mgmt Project
Change Mgmt
• Call Management
• Problem Determination
• Service Logging
• First Contact Resolution
Web
Self
Help
• Mitigate Risks
• Change
• Change Approval
Control
Problem Mgmt
E-bus
• Problem Determination
• Problem Resolution
Capacity Mgmt Project
Inventory/Asset Mgmt
Common Repository
Get.Services Project
Trouble Tickets
Knowledge Management
Metric Reporting
Request Mgmt Catalogs
Data Management
Change reporting
to business intel.
approach
AssetCenter Project
CMDB Project
Extended
Service Support
(Level 3)
• Onsite Resources
• Application Development
• External Vendors
• Disposal
• Software Compliance
• Lease Returns • Installs, Moves, Adds
Get.Resources Project
2
Application Help
Desks
Escalation
Outsourced TMS Request
• Order Management
• IMAC Activities
• Request Fulfillment
• Asset Inventory
Service Contact
(Level 1)
Availability Mgmt Project
Systems Management (CNCC, ESM, Production Services)
• Event Monitoring
• Alerts
• Maps to SLAs
Technology Matrix:
• Performance Monitoring
• Automated Problem Tickets
• System Tools – Network, Midrange, M/F
0
X
O
O
O
O
O
O
X
O
O
O
O
O
O
O
X
O
O
X
O
O
O
O
O
O
O
O
O
O
O
O
O
X
O
X
O
O
X
X
X
O
In use today
Has some capability
Capacity
O
O
Financial
X
Availability
Change
O
Continuity
Problem
X
Service Level
Incident
X
Release
Service Desk
HP ServiceCenter
HP AssetCenter
HP OpenView
Mercury SiteScope
Mercury Topaz
Mercury App Mapping
Mercury ITG/BAC
UniCenter
NetIQ App Mgr
NetIQ Perf Ctr
Altiris
MS Office Apps
Other
Configuration
ITIL Process
Time
X
Reactive
Proactive
Asset Discovery
As of 07/21/04
1
Technology
Maturity Level
•ITIL Executive Overview
•ITIL Full Day Overview
•ITIL Certification Training
Service Desk Project
3
Request Mgmt
I
V
R
Service Support
(Level 2)
Project
5
X
Typical model for Phase 1 or Pilot Project
Define Requirements
1.
2.
3.
Clarify the team’s
understanding of IP07
mission
Identify stakeholders of
process design mission and
data center project
Understand and document
status, direction & process
requirements of DC project
(interview stakeholders)
4.
Understand how One Bank
and/or GTI reorganization
will affect functional units
5.
Document pertinent
functional units together with
roles & responsibilities
6.
Determine metrics & success
criteria based on business
requirements
7.
Certify requirements with
stakeholders (for accuracy)
8.
Verify process design
roadmap with project team
and stakeholders
Assess & Plan
Design & Build
Test & Train
9.
17. Design & build workflows for
new processes based on
ITIL templates; also redesign
or rebuild existing workflows
if needed
22. Develop deployment plan
18. Acquire & install supporting
tools
25. Iterate: shadow new processes
along with current production
processes in existing data
centers as live test cases (do
parallel work)
For existing processes that will
go forward, document existing
workflows in detail
10. Develop ITIL-based process
templates as development
baselines for new processes
11. Identify missing processes
12. Identify gaps and
dependencies between
existing processes and DC
requirements
19. Design supporting
organizational structure
including team roles and
responsibilities
13. Identify and document
dependencies & interfaces
between processes
20. Gather set of test cases for
process design walkthroughs
14. Define & document task
interface points between
process areas and GTI line
teams
21. Iterate: conduct process
development workshops
(user adoption step #1) &
update designs with enduser feedback
(Allow 4-6 weeks)
24. Train test team on future state
processes (user adoption #2)
26. Iterate: Document findings and
update new process designs as
needed, increasing level of detail
with each iteration; go to step 22
31. Day Zero: production staff
stops using existing processes
and begins using new
processes
32. Monitor success of new
processes; document errors
33. Update processes as needed
and re-train production staff
34. Develop and implement
continuous process
improvement program
27. Freeze future state designs &
develop detailed procedure
tables for production staff
28. Develop training plan and
materials for production staff
29. Present final process designs,
training plan and deployment
plan to stakeholders for signoff
15. Develop detailed task plan
and timeline for developing
process designs that close
any perceived gaps
30. Train production staff on new
workflows (user adoption #3)
16. Identify necessary toolset
(Allow 2-3 weeks)
23. Identify process test team
Deploy & Operate
(Allow 8-10 weeks)
(Allow 6-8 weeks)
Deliverables
Deliverables
Deliverables
Deliverables
Deliverables

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

 Project task plan
 ITIL process templates
 Current state process
 Documented metrics & criteria
 List of workers, roles &






 Operating data center
 Continuous improvement
Process design roadmap
Redefined IP07 charter
List of stakeholders
Business requirements
document
flowcharts
 Documented process
interfaces and dependencies
responsibilities
 Future state process
flowcharts (including
redesigned processes)
Written deployment plan
Training materials
Finalized process flowchart
Detailed procedure tables
Fully trained workers
Stakeholder signoff
plan
Client Case Studies
Backup Slides
Application Management Defines
Service
Alignment and
Design
Service
Governance
and Control
Service
Delivery
Service
Support
IT Organization and Suppliers
Infrastructure Management Enables
Service
Alignment and
Design
Service
Governance
and Control
Service
Delivery
Service
Support
IT Organization and Suppliers