Short overview from design to proper cost allocation of IT services / products. / Kurzer Ueberblick in die Erstellung eines IT Service Katalogs bis zur verursachergerechten Fakturierung.

1. Increased
business
value
by
IT
Service
Catalogues
Design,
Calcula8on
and
Cost
Alloca8on

2. Trademarks
Die
in
diesem
Dokument
verwendeten
Markennamen
und
Produktbezeichnungen
unterliegen
im
Allgemeinen
den
gesetzlichen
Bes;mmungen,
insbesondere
dem
warenzeichen-­‐,
marken-­‐
oder
patentrechtlichen
Schutz.
All
used
names
of
brands
and
products
are
trademarks
and/or
copyright
material
of
their
respec;ve
owners.
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
2

3. Wandel
von
der
IT
Diskussion
zur
Kunden-­‐
zufriedenheit
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
3
Die
IT
ist
zu
teuer.
Im
Elektronik
Markt
bekomme
ich
den
PC
viel
güns;ger.
Die
IT
Abteilung
ist
zu
langsam.
Ich
will
die
SoQware
xyz,
da
ich
schon
immer
damit
gearbeitet
habe.
Ich
brauche
die
SoQware
xyz.
Ich
kann
nicht
arbeiten,
da
die
IT
nicht
funk;oniert.
Das
Netz
ist
zu
langsam.
Von
der
IT
bekommen
wir
ja
mehr
Leistung
zu
einem
güns;geren
Preis
als
am
Markt.
Das
ist
ein
nachvollziehbarer
Preis.
Wozu
braucht
der
Mitarbeiter
A
die
SoQware
xyz?
Wir
brauchen
den
Service
Z
nicht.
Die
IT
macht
einen
super
Job.
Die
IT
berücksich;gt
meine
Anforderungen.
Wir
benö;gen
die
Menge
X
vom
Service
Y.

4. AGENDA
• From
the
Reference
Model
to
the
IT
Service
• IT
Service
Catalogue
• Pricing
• Charging
• Summary
10.07.2014
4
Increased
business
value
by
IT
Service
Catalogues

5. From
the
Reference
Model
to
the
IT
Service
Overview
Best
Prac8ces
&
Policies
QA
Procedures
Security
Principles
ITIL
IT
Infrastructure
Library
Standards
ISO
9000
/
9001
ISO
15408
/
27002
ISO
20000
Governance
of
Enterprise
IT
COBIT
Control
Objec;ves
for
Informa;on
and
related
Technology
Enterprise
Governance
Balance
Scorecard
COSO
Commidee
of
Sponsoring
Organiza;ons
of
the
Tread-­‐way
Commission
Drivers
PERFORMANCE
Business
Goals
CONFORMANCE
Basel,
SOX,
KonTraG
etc.
*Not
Exhaus;ve
HOW?
10.07.2014
5
Increased
business
value
by
IT
Service
Catalogues
≫
There
is
no
“ready-­‐to-­‐use
off-­‐the-­‐shelf”
framework.
≪
WHAT?

6. Con;nual
Service
Improvement
7
Step
Improvement
Process
Service
Opera;on
Event
Mgmt
Incident
Mgmt
Request
Fulfilment
Problem
Mgmt
Access
Mgmt
Service
Transi;on
Transi;on
Planning
&
Support
Change
Mgmt
Service
Asset
&
Configura;on
Mgmt
Release
&
Deployment
Mgmt
Service
Valida;on
&
Tes;ng
Change
Evalua;on
Knowledge
Mgmt
Service
Design
Design
Coordina;on
Service
Catalogue
Mgmt
Service
Level
Mgmt
Availabilty
Mgmt
Capacity
Mgmt
IT
Service
Con;nuity
Mgmt
Informa;on
Security
Mgmt
Supplier
Mgmt
Service
Strategy
Strategy
Mgmt
Service
Porkolio
Mgmt
Financial
Mgmt
Demand
Mgmt
Business
Rela;onship
Mgmt
MANAGEMENT
Alignment to
achieve …
Enterprise Enablers
Build, Acquire &
Implement
Deliver,
Service &
Support
Monitor,
Evaluate &
Assess
GOVERNANCE
Enterprise Objectives
Evaluate, Direct & Monitor
From
the
Reference
Model
to
the
IT
Service
Approach
WHAT?
–
COBIT
(High-­‐Level
Objec8ves
+
Controls)
HOW?
–
ITIL
(Detailed
Direc8ves)
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
6
≫
Select
a
set
of
process
improvement
models.
≪
Service
Strategy
…
Service
Porkolio
Management
(Service
Catalogue)
Financial
Management
…
Align, Plan &
Organize
Align,
Plan
&
Organize
…
APO05
Manage
Porkolio
APO06
Manage
Budget
&
Costs
…

7. Analyse
first
APO05
Manage
Porkolio
APO09
Manage
Service
Agreements
From
the
Reference
Model
to
the
IT
Service
Opportunity
Grid
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
7
Poten;al
for
Success
Impact
on
the
Business
Low
High
High
Process
C
Process
D
Process
…
n
≫
Processes
that
scored
high
in
both
…,
are
processes
that
need
the
most
aYen8on
1st.
≪

8. From
the
Reference
Model
to
the
IT
Service
Process
Maturity
Framework
(PMF)
0
Non-­‐existent,
processes
are
not
applied
at
all
1 Ini;al,
processes
are
ad
hoc
and
disorganized
2 Repeatable,
processes
follow
a
regular
padern
3 Defined,
processes
are
documented
and
communicated
4 Managed,
processes
are
monitored
and
measured
5 Op;mized,
processes
are
followed
and
automated
Ini;al
Repeatable
Defined
Managed
Op;mized
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
8
Non-­‐existent
≫
The
maturity
of
each
process
will
be
developed
itera8vely
through
5
levels.
≪

9. From
the
Reference
Model
to
the
IT
Service
Maturity
Worksheet
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
9
≫
Assess
performance
–
define
target
–
iden8fy
improvements.
≪
Level
/
Adributes
Vision
&
Governance
Processes
People
Technology
Culture
Ini;al
Repeatable
Defined
Managed
Op;mized
As
is
To
be
Gap
analysis

10. From
the
Reference
Model
to
the
IT
Service
Alignment
of
Business
&
IT
/
Iden8fica8on
of
IT
Services
Increased
business
value
by
IT
Service
Catalogues
10
Business
Processes
Service
Assets
Financial
capital
Infra-­‐
structure
Applica-­‐
;ons
Informa-­‐
;on
People
Know-­‐
ledge
Prcesses
Organiza-­‐
;on
Manage-­‐
ment
Technical
View
Business
View
Resources
Capabili;es
Services
Accoun;ng
HR
Mgmt.
Mgmt.
Repor;ng
Informa;on
Sharing
...
Service
n
U;lity
Warranty
10.07.2014
≫
One
service,
different
views
-­‐
a
business
perspec8ve
is
needed.
≪

11. From
the
Reference
Model
to
the
IT
Service
Set
up
the
appropriate
SLA
structure
Master
Agreement
/
IT
Service
Agreement
• General
principles
• General
object
of
agreement
• General
obliga;ons
of
IT
Service
Provider
• General
obliga;ons
of
customer
• Contact
• Payment
• Term
• Termina;on
• Liability
• Confiden;ality
• Privacy
• General
provisions
Service
Level
Agreement
(SLA)
• Defini;ons
• Service
descrip;on
• Scope
of
Service
• Service
hours
/
maintenance
• Support
hours
• Service
performance
(quan;ty,
throughput,
response
;me,
etc.)
• Availability
• Responsibili;es
• Charging
(pricing,
bonus
/
malus)
• Repor;ng
and
service
review
• General
provisions
IT
Service
• Delivery
of
in
the
SLA
in
detail
described
services
in
accordance
to
agreed
parameters
(;me,
quan;ty,
quality,
price)
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
11
≫
SLA’s
provide
the
basis
for
managing
the
rela8onship
between
business
and
IT.
≪

12. From
the
Reference
Model
to
the
IT
Service
Benefits
of
Reference
Models
• Framework
• Holis;c
approach
• Golden
Thread
• Flexible
and
individually
adaptable
• Adop;on
and
implementa;on
is
rela;vely
quick
• External
and/or
internal
view,
bridge
between
business
&
IT,
helpful
for
argumenta;on
• Best
prac;ce
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
12

13. IT
Service
Catalogue
Economic
interests
and
objec8ves
Business
• Customized
services
• Transparency
(detailed
descrip;on)
and
costs
(traceability
of
invoicing,
based
on
quan;;es
and
prices)
of
services
• Comparability
of
services
• Service
flexibility,
promote
individual
terms
• Pro-­‐ac;ve
management
of
cost
• Traceability
of
service
quality
/
performance,
based
on
agreed
KPIs
• Accuracy
in
planning
of
budgets
IT
• Defined
services
with
high
quality
and
transparent
prices
• Reasonable
cost
of
services,
high
level
of
standardiza;on
• Flexibility
and
speed
in
providing
new
services,
simula;on
• Adequate
diversity
of
variants
• Full-­‐cost
calcula;on
• Iden;fica;on
of
reasonable
and
sustainable
cost
savings
• Accuracy
in
planning
of
budgets
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
13
≫
IT
Service
Catalogues
provide
the
basis
for
managing
IT
expenditures.
≪

14. IT
Service
Catalogue
Structure
&
brief
descrip8on
(1)*
Service Package Core Service** Standard
Desktop Services • Desktop Basic
• Desktop Standard
• Desktop Professional
• Desktop Mobile Standard
• Desktop Mobile Professional
• MS Windows, MS Internet Explorer,
MS Word, MS Excel, MS
PowerPoint, MS Outlook, Adobe
Acrobat Reader
• Hard Disk Encryption
• Email Account 1 GB
• Home Share 1 GB
• Net Share 1 GB
• Service desk / On-call Service 8x5
Optional Extra Charge
• Monitor Standard
• Monitor Professional
• BlackBerry (encrypted)
• USB-Stick (encrypted)
• Email Encryption
• Flat Rate
• Additional Storage Email
• Additional Storage Home Share
• Additional Storage Net Share
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
14
*
Not
Exhaus;ve
**
In
dependency
of
User
Profiles

15. IT
Service
Catalogue
Structure
&
brief
descrip8on
(2)*
Service Package Core Service** Standard
ERP Services • ERP Basic
• ERP Standard
• ERP Professional
• ERP Human Resources
• ERP Data Warehouse
• ERP Reporting
• Licensing
• Installation
• Operations
• Support (2nd/3rd Level)
Service Desk / On-call Services • Service Desk 8x5
• On-Call Services 24x7
• Service Desk Extension xxx
• Service Desk Tool www
• Service Desk Mail @
• On-Call Service No. xxx
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
15
*
Not
Exhaus;ve
**
In
dependency
of
User
Profiles

16. IT
Service
Catalogue
SLA
Parameters
/
Desktop
Services
Begriffsbes;mmungen
• 1st
Level
Support:
Registrierung
und
Einordnung
eingehender
...
Servicebeschreibung
• Bereitstellung
und
Betrieb
von
Computerarbeitsplätzen
• Core
Services
– Desktop
Basic:
normal
ausgestadeter
PC
(Thin
Client)
mit
Zugriff
auf
die
Arbeitsumgebung
über
das
Netzwerk
– ...
– Desktop
Mobile
Professional:
sehr
leichter
Laptop
mit
kleinem
Display
für
hohe
Mobilität
– Alle
Produkte
enthalten
eine
externe
Tastatur
und
Maus.
Die
mobilen
Geräte
werden
zusätzlich
mit
Port-­‐Replikator
oder
Docking
Sta;on
zur
Verfügung
gestellt.
– SoQwarepaket:
...
(vgl.
brief
descrip;on)
– Ressourcen:
...
(vgl.
brief
descrip;on)
– Lizenzierung
• Op;onal
– Monitor
Standard:
19“
LCD
Display
– ...
Dienstleistungsumfang
• Bearbeitung
interner
Bestellungen
• Zuordnung
Standarddrucker
• Einweisung
Mitarbeiter
• ...
Servicezeiten
/
Supportzeiten
• Arbeitstage,
8
-­‐
16
Uhr
Wartungszeiten
• Geplante
Wartung
jeweils
am
letzten
Freitag
eines
Quartals
von
12
Uhr
bis
zum
Folgetag
12
Uhr
Serviceleistung
• Standardprodukte:
10
AT
(Leistungsqualität
A)
• Op;onale
Produkte:
15
AT
(Leistungsqualität
B)
Verfügbarkeit
• In
einem
Kalendermonat
werden
90%
aller
Produkte
innerhalb
der
definierten
Leistungsqualitäten
bereitgestellt
• Email:
99,0%
• ...
Ansprechpartner
• AG
(1),
AG
(2):
Müller,
Tel.,
Mail,
...
• AN
(Service
Level
Manager),
(Service
Owner):
Mustermann,
Tel.,
Mail,
...
Vergütung
(Preisgestaltung,
Boni
/
Mali)
• Preiskatalog
/
Bestellformular
Berichterstadung
und
Servicenachschau
• SLA-­‐Parameter:
monatlich
• Nachschau:
quartalsweise
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
16

17. Service
Cost
Pricing
From
service
cost
to
service
price
• Network
+
Backend
• Peripherals
• Frontend
Hardware*
• Administra;on
&
Monitoring
• Backend
(OS,
DBS)
• Frontend
(Office,
ERP,
etc.)
SoQware*
• In-­‐house
People
• Buildings
+
Offices
• Data
Center
• Consump;ons
Facili;es
• Internet
• Outsourcing
• Consul;ng
External
Services
• Internal
Charges
Transfer
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
17
*
Investment
&
Maintenance
S
e
r
v
i
c
e
P
r
i
c
e
Total
Cost
of
Ownership
Service
Cost
Cost
plus
Service
Cost
+
x
%
Market
Price
Service
Cost
±
x
%
≫
Full-­‐cost
calcula8on!
-­‐
Cost
Center
or
Profit
Center?
≪

18. Pricing
Precondi8ons
• Accoun;ng:
deprecia;on
• Controlling:
hourly
rate,
interest
margin
• Human
Resources:
hourly
labor
cost
index
• Monitoring
/
logging:
accounts,
users,
numbers,
capaci;es,
;me,
u;liza;on,
consump;on
(if
legally
allowed)
• Historical
data,
projected
data
with
predefined
assump;ons
and
/
or
planed
values
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
18
Level
of
Detail
Level
of
Effort
Low
High
High
Value
of
Informa;on
≫
Approach
under
considera8on
of
the
effort
/
benefit
ra8o.
≪

19. Pricing
Assump8ons
Hardware
SoQware
People
Facili;es
Ext.
Services
Transfer
Unit
Val.
Unit
Val.
Unit
Val.
Unit
Val.
Unit
Val.
Unit
Val.
Deprecia;on
Low
value
assets
M
12
M
12
PCs,
Notebooks
M
36
M
36
ERP
SoQware
M
84
ICT
M
120
Maintenance
min
%
15
%
17
max
%
21
%
21
Hourly
rate
In-­‐house
€
75
Consul;ng
€
150
Consump;on
Power
costs
/
kWh
Cent
Usage
%
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
19
Budget
/
Contract
Planning
Opera;onal
Interest
margin
Annually
Monthly
6,4%

20. Pricing
Determining
of
cost
per
unit
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
20

21. Pricing
Determining
of
cost
per
service
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
21

22. Pricing
Cost
/
price
structure:
Desktop
Mobile
Basic
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
22
HW
Infrastruktur
26%
HW
Client
39%
SW
Infrastruktur
19%
SW
Client
6%
SW
ERP
0%
People
In-­‐house
8%
Consul;ng
0%
Facili;es
1%
External
Services
1%
Transfer
0%
Service
Cost
• Network
+
Backend
• Peripherals
• Frontend
Hardware*
• Administra;on
&
Monitoring
• Backend
(OS,
DBS)
• Frontend
(Office,
ERP,
etc.)
SoQware*
• In-­‐house
People
• Buildings
+
Offices
• Data
Center
• Consump;ons
Facili;es
• Internet
• Outsourcing
• Consul;ng
External
Services
• Internal
Charges
Transfer
*
Investment
&
Maintenance

23. Alloca;on
of
costs
Charging
Cash
flow
• Direct
costs
Project
• Direct
costs
• Indirect
costs
(un-­‐
/
absorbed
overhead)
Service
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
23
≫
Units,
quan88es
and
cost
alloca8on
have
to
be
understandable
as
well
as
controllable.
≪
Type
of
costs
IT
Cost
Center
Alloca;on
of
costs
to
non-­‐IT
Cost
Center
Price
per
unit
*
Quan;ty
=
Price

24. Charging
Monthly
invoice
per
cost
center
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
24

25. Summary
• There
is
no
“ready-­‐to-­‐use
off-­‐the-­‐shelf”
framework.
• Select
a
set
of
process
improvement
models.
• Processes
that
scored
high
in
both
(impact/success),
are
processes
that
need
the
most
aYen8on
1st.
• The
maturity
of
each
process
will
be
developed
itera8vely
through
5
levels.
• Assess
performance
–
define
target
–
iden8fy
improvements.
• One
service,
different
views
-­‐
a
business
perspec8ve
is
needed.
• SLA’s
provide
the
basis
for
managing
the
rela8onship
between
business
and
IT.
• IT
Service
Catalogues
provide
the
basis
for
managing
IT
expenditures.
• Full-­‐cost
calcula8on!
-­‐
Cost
Center
or
Profit
Center?
• Approach
under
considera8on
of
the
effort
/
benefit
ra8o.
• Units,
quan88es
and
cost
alloca8on
have
to
be
understandable
as
well
as
controllable.
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
25

26. QUESTIONS
10.07.2014
Increased
business
value
by
IT
Service
Catalogues
26

27. Thank
You
T:
+49
(0)
341
3502606
F:
+49
(0)
341
3502630
C:
+49
(0)
170
3277551
info@itbc2.com
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