Enviar pesquisa
Carregar
It Smf Service Strategy Managed Value[1]
•
3 gostaram
•
904 visualizações
Hewlett-Packard
Seguir
David Cannon\'s presentation at the 05Oct10 itSMF WNY LIG meeting.
Leia menos
Leia mais
Negócios
Educação
Denunciar
Compartilhar
Denunciar
Compartilhar
1 de 30
Recomendados
G CHANDRA MOULI
G CHANDRA MOULI
CHANDRA MOULI G
Resume_new
Resume_new
Vivek Hans
TIKSHAN BHARGAV_Cv
TIKSHAN BHARGAV_Cv
Tikshan Bhargav
Servitization performance related measures
Servitization performance related measures
Ali Z. Bigdeli
Servitization performance related measures
Servitization performance related measures
Ali Z. Bigdeli
CV Fera Marlina
CV Fera Marlina
Fera Marlina
ResumeIshaGupta
ResumeIshaGupta
ISHA GUPTA
NAVED KHAN RESUME
NAVED KHAN RESUME
Naved Khan
Recomendados
G CHANDRA MOULI
G CHANDRA MOULI
CHANDRA MOULI G
Resume_new
Resume_new
Vivek Hans
TIKSHAN BHARGAV_Cv
TIKSHAN BHARGAV_Cv
Tikshan Bhargav
Servitization performance related measures
Servitization performance related measures
Ali Z. Bigdeli
Servitization performance related measures
Servitization performance related measures
Ali Z. Bigdeli
CV Fera Marlina
CV Fera Marlina
Fera Marlina
ResumeIshaGupta
ResumeIshaGupta
ISHA GUPTA
NAVED KHAN RESUME
NAVED KHAN RESUME
Naved Khan
Camila ylici l
Camila ylici l
Ysbrid Tarkus Henkinen Soturi
Azure machine learning indiandotnet
Azure machine learning indiandotnet
Indiandotnet
Cloud Brokerage Enablement instructions
Cloud Brokerage Enablement instructions
Michiel Grotenhuis
Presentation for CenterS for Medicare and Medicaid
Presentation for CenterS for Medicare and Medicaid
Philip Linder
Slides detalhes casam.
Slides detalhes casam.
fabisent
Rohita'sSample
Rohita'sSample
Rohita Kandula MA, M.Ed,
Angie y yutliza
Angie y yutliza
Ysbrid Tarkus Henkinen Soturi
Senakpon kokoye
Senakpon kokoye
International Center for Research & Development
Social Wars: Will You Join The Dark Side?
Social Wars: Will You Join The Dark Side?
Chris 'Kubby' Kubbernus
BARC BI - SCORE 2015
BARC BI - SCORE 2015
Rollup Consulting
Aspectos Jurídicos e Regulatórios da Computação em Nuvem - GTS dez2015
Aspectos Jurídicos e Regulatórios da Computação em Nuvem - GTS dez2015
Anchises Moraes
Cloud stack for z Systems - July 2016
Cloud stack for z Systems - July 2016
Anderson Bassani
Managed Service Provider Financing
Managed Service Provider Financing
Tom Vallone
True and false cognates ENGLISH-SPANISH
True and false cognates ENGLISH-SPANISH
Intellectual Look
Channel analytics 20150318
Channel analytics 20150318
Rob Ford
Mktg 436 - Chapter 8
Mktg 436 - Chapter 8
MktgRmx
ITIL Foundation in IT Service Management
ITIL Foundation in IT Service Management
Alkesh Mishra
FCB Partners Webinar: Measure What Matters
FCB Partners Webinar: Measure What Matters
FCBPartners
Unified Service Desk for Contact Centers
Unified Service Desk for Contact Centers
Avanade Nederland
Introduction to Serve2XL
Introduction to Serve2XL
ezlogix
Introduction to Serve2XL
Introduction to Serve2XL
Serve2XL
Computacenter Annual Report & Accounts 2014
Computacenter Annual Report & Accounts 2014
Computacenter AG & Co. oHG
Mais conteúdo relacionado
Destaque
Camila ylici l
Camila ylici l
Ysbrid Tarkus Henkinen Soturi
Azure machine learning indiandotnet
Azure machine learning indiandotnet
Indiandotnet
Cloud Brokerage Enablement instructions
Cloud Brokerage Enablement instructions
Michiel Grotenhuis
Presentation for CenterS for Medicare and Medicaid
Presentation for CenterS for Medicare and Medicaid
Philip Linder
Slides detalhes casam.
Slides detalhes casam.
fabisent
Rohita'sSample
Rohita'sSample
Rohita Kandula MA, M.Ed,
Angie y yutliza
Angie y yutliza
Ysbrid Tarkus Henkinen Soturi
Senakpon kokoye
Senakpon kokoye
International Center for Research & Development
Social Wars: Will You Join The Dark Side?
Social Wars: Will You Join The Dark Side?
Chris 'Kubby' Kubbernus
BARC BI - SCORE 2015
BARC BI - SCORE 2015
Rollup Consulting
Aspectos Jurídicos e Regulatórios da Computação em Nuvem - GTS dez2015
Aspectos Jurídicos e Regulatórios da Computação em Nuvem - GTS dez2015
Anchises Moraes
Cloud stack for z Systems - July 2016
Cloud stack for z Systems - July 2016
Anderson Bassani
Managed Service Provider Financing
Managed Service Provider Financing
Tom Vallone
True and false cognates ENGLISH-SPANISH
True and false cognates ENGLISH-SPANISH
Intellectual Look
Destaque
(14)
Camila ylici l
Camila ylici l
Azure machine learning indiandotnet
Azure machine learning indiandotnet
Cloud Brokerage Enablement instructions
Cloud Brokerage Enablement instructions
Presentation for CenterS for Medicare and Medicaid
Presentation for CenterS for Medicare and Medicaid
Slides detalhes casam.
Slides detalhes casam.
Rohita'sSample
Rohita'sSample
Angie y yutliza
Angie y yutliza
Senakpon kokoye
Senakpon kokoye
Social Wars: Will You Join The Dark Side?
Social Wars: Will You Join The Dark Side?
BARC BI - SCORE 2015
BARC BI - SCORE 2015
Aspectos Jurídicos e Regulatórios da Computação em Nuvem - GTS dez2015
Aspectos Jurídicos e Regulatórios da Computação em Nuvem - GTS dez2015
Cloud stack for z Systems - July 2016
Cloud stack for z Systems - July 2016
Managed Service Provider Financing
Managed Service Provider Financing
True and false cognates ENGLISH-SPANISH
True and false cognates ENGLISH-SPANISH
Semelhante a It Smf Service Strategy Managed Value[1]
Channel analytics 20150318
Channel analytics 20150318
Rob Ford
Mktg 436 - Chapter 8
Mktg 436 - Chapter 8
MktgRmx
ITIL Foundation in IT Service Management
ITIL Foundation in IT Service Management
Alkesh Mishra
FCB Partners Webinar: Measure What Matters
FCB Partners Webinar: Measure What Matters
FCBPartners
Unified Service Desk for Contact Centers
Unified Service Desk for Contact Centers
Avanade Nederland
Introduction to Serve2XL
Introduction to Serve2XL
ezlogix
Introduction to Serve2XL
Introduction to Serve2XL
Serve2XL
Computacenter Annual Report & Accounts 2014
Computacenter Annual Report & Accounts 2014
Computacenter AG & Co. oHG
Shifting Vendor Management Focus to Risk and Business Outcomes
Shifting Vendor Management Focus to Risk and Business Outcomes
CAST
Service Manufacturing Framework
Service Manufacturing Framework
sbasu_71
Charging for Customer Success
Charging for Customer Success
Gainsight
Executive briefing-the-benefits-of-itil-white-paper
Executive briefing-the-benefits-of-itil-white-paper
Raffaella Rizzardi
Mktg 436 - Chapter 1
Mktg 436 - Chapter 1
MktgRmx
The Power and Promise of SaaS: CA Cloud Service Management Case Study
The Power and Promise of SaaS: CA Cloud Service Management Case Study
CA Technologies
Metodologia TAS para empresas IT
Metodologia TAS para empresas IT
guest87e771
Itil the basics
Itil the basics
Alvaro Cesar Castro Alves
Food for thought for executives and it managers linked_in
Food for thought for executives and it managers linked_in
EKlaver
MARKETLINKS-PPT-Draft-1.0.1.pptx
MARKETLINKS-PPT-Draft-1.0.1.pptx
Thanh Hoang Lam
NextTen Voice of Customer and Beyond...
NextTen Voice of Customer and Beyond...
LucieColt
Revenue Assurance in Teleocm
Revenue Assurance in Teleocm
Subex
Semelhante a It Smf Service Strategy Managed Value[1]
(20)
Channel analytics 20150318
Channel analytics 20150318
Mktg 436 - Chapter 8
Mktg 436 - Chapter 8
ITIL Foundation in IT Service Management
ITIL Foundation in IT Service Management
FCB Partners Webinar: Measure What Matters
FCB Partners Webinar: Measure What Matters
Unified Service Desk for Contact Centers
Unified Service Desk for Contact Centers
Introduction to Serve2XL
Introduction to Serve2XL
Introduction to Serve2XL
Introduction to Serve2XL
Computacenter Annual Report & Accounts 2014
Computacenter Annual Report & Accounts 2014
Shifting Vendor Management Focus to Risk and Business Outcomes
Shifting Vendor Management Focus to Risk and Business Outcomes
Service Manufacturing Framework
Service Manufacturing Framework
Charging for Customer Success
Charging for Customer Success
Executive briefing-the-benefits-of-itil-white-paper
Executive briefing-the-benefits-of-itil-white-paper
Mktg 436 - Chapter 1
Mktg 436 - Chapter 1
The Power and Promise of SaaS: CA Cloud Service Management Case Study
The Power and Promise of SaaS: CA Cloud Service Management Case Study
Metodologia TAS para empresas IT
Metodologia TAS para empresas IT
Itil the basics
Itil the basics
Food for thought for executives and it managers linked_in
Food for thought for executives and it managers linked_in
MARKETLINKS-PPT-Draft-1.0.1.pptx
MARKETLINKS-PPT-Draft-1.0.1.pptx
NextTen Voice of Customer and Beyond...
NextTen Voice of Customer and Beyond...
Revenue Assurance in Teleocm
Revenue Assurance in Teleocm
Último
RSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors Data
Exhibitors Data
BAGALUR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
BAGALUR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
kapoorjyoti4444
Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...
Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...
allensay1
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
Abortion pills in Kuwait Cytotec pills in Kuwait
Insurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usage
Matteo Carbone
Falcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to Prosperity
hemanthkumar470700
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Dave Litwiller
Eluru Call Girls Service ☎ ️93326-06886 ❤️🔥 Enjoy 24/7 Escort Service
Eluru Call Girls Service ☎ ️93326-06886 ❤️🔥 Enjoy 24/7 Escort Service
Damini Dixit
Falcon Invoice Discounting platform in india
Falcon Invoice Discounting platform in india
Falcon Invoice Discounting
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
Call Girls in Nagpur High Profile Call Girls
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
lizamodels9
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
Aggregage
How to Get Started in Social Media for Art League City
How to Get Started in Social Media for Art League City
Eric T. Tung
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Admir Softic
Organizational Transformation Lead with Culture
Organizational Transformation Lead with Culture
Seta Wicaksana
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Dipal Arora
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
dollysharma2066
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
dollysharma2066
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
Seo
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
lizamodels9
Último
(20)
RSA Conference Exhibitor List 2024 - Exhibitors Data
RSA Conference Exhibitor List 2024 - Exhibitors Data
BAGALUR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
BAGALUR CALL GIRL IN 98274*61493 ❤CALL GIRLS IN ESCORT SERVICE❤CALL GIRL
Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...
Call Girls Service In Old Town Dubai ((0551707352)) Old Town Dubai Call Girl ...
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
unwanted pregnancy Kit [+918133066128] Abortion Pills IN Dubai UAE Abudhabi
Insurers' journeys to build a mastery in the IoT usage
Insurers' journeys to build a mastery in the IoT usage
Falcon's Invoice Discounting: Your Path to Prosperity
Falcon's Invoice Discounting: Your Path to Prosperity
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Enhancing and Restoring Safety & Quality Cultures - Dave Litwiller - May 2024...
Eluru Call Girls Service ☎ ️93326-06886 ❤️🔥 Enjoy 24/7 Escort Service
Eluru Call Girls Service ☎ ️93326-06886 ❤️🔥 Enjoy 24/7 Escort Service
Falcon Invoice Discounting platform in india
Falcon Invoice Discounting platform in india
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
(Anamika) VIP Call Girls Napur Call Now 8617697112 Napur Escorts 24x7
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
Call Girls From Pari Chowk Greater Noida ❤️8448577510 ⊹Best Escorts Service I...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
The Path to Product Excellence: Avoiding Common Pitfalls and Enhancing Commun...
How to Get Started in Social Media for Art League City
How to Get Started in Social Media for Art League City
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Dr. Admir Softic_ presentation_Green Club_ENG.pdf
Organizational Transformation Lead with Culture
Organizational Transformation Lead with Culture
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
Mysore Call Girls 8617370543 WhatsApp Number 24x7 Best Services
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Mahipalpur Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
FULL ENJOY Call Girls In Majnu Ka Tilla, Delhi Contact Us 8377877756
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
MONA 98765-12871 CALL GIRLS IN LUDHIANA LUDHIANA CALL GIRL
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
Call Girls In DLf Gurgaon ➥99902@11544 ( Best price)100% Genuine Escort In 24...
It Smf Service Strategy Managed Value[1]
1.
Service Strategy: Delivering
Value David Cannon Chairman ItSMF International Executive Board Director ITSM Strategy – Hewlett-Packard © OGC / TSOitSMF, 20101
2.
Agenda © OGC /
TSOitSMF, 20102 Why is IT managed as a service? Why does IT have a credibility problem? Customers and Value Are all customers the same? Is all value the same? How should value be measured? Can a customer ever be wrong? How does Service Strategy help IT to answer these questions?
3.
Why is IT
Managed as a Service? © OGC / TSOitSMF, 20103
4.
Why not Production
Management? © OGC / TSO4 Fixed output Unvarying route through the factory Repeatable, predictable actions Raw materials converted to physical products Value is created and realized whenever the product changes hands Value is carried in the product itSMF, 2010
5.
Why Service Management? ©
OGC / TSO5 • Dynamic, real-time demand • Variable output • Changeable routing • Dynamic components • Output less important than outcome • Value only exists when used by the consumer • Value is carried in the relationship itSMF, 2010
6.
IT’s Credibility Problem ©
OGC / TSO6 itSMF, 2010
7.
Customers and Value ©
OGC / TSOitSMF, 20107
8.
Are all Customers
the Same? © OGC / TSO8 External Customer External Customer External Customer External Customer External Customer Business Unit Business Unit IT Unit IT Unit IT UnitIT Unit itSMF, 2010
9.
What is Value?
Value is in the eye of the beholder Value is variable Value has to be negotiated Value changes over time and context Value can be managed Value is not always financial © OGC / TSO9 itSMF, 2010
10.
Is all Value
the Same? © OGC / TSO10 Money Spent Value Added Value Realized itSMF, 2010
11.
Value in Supply
Chains Lessons Learned 1. If value is not realised, ‘value added’ is equal to ‘money spent’ 2. Value Realized must be greater than money spent 3. Value added internally is not value until it is realized © OGC / TSO11 itSMF, 2010
12.
What does this
mean for IT? If IT wants to demonstrate value it has to link its services to where value is realized, not where value is added If IT can not do this it will always be viewed as ‘money spent’ not ‘value added’ © OGC / TSOitSMF, 201012
13.
Is all Value
the Same? © OGC / TSO13 External Customer External Customer External Customer External Customer External Customer Business Unit Business Unit IT Unit IT Unit IT UnitIT Unit Value Added? Value Realized Money Spent itSMF, 2010
14.
Do Vendors Add
Value? © OGC / TSO14 External Customer External Customer External Customer External Customer External Customer Value Added Value Realized Money Spent Vendor Vendor Vendor ?? ? itSMF, 2010
15.
Do Vendors Add
Value? © OGC / TSOitSMF, 201015 External Customer External Customer External Customer External Customer External Customer Value Added Value Realized Money Spent Vendor Vendor Vendor !! !
16.
How Should Value
be Measured? © OGC / TSO16 Service Owner Business Relationship Manager Service Catalogue BusinessOutcomes ServiceAssets itSMF, 2010
17.
© OGC /
TSO17 Can a Customer Ever be Wrong? itSMF, 2010
18.
© OGC /
TSOitSMF, 201018
19.
Question for IT… ©
OGC / TSO19 Who is your Customer? itSMF, 2010
20.
© OGC /
TSO20 Service Strategy gets Real itSMF, 2010
21.
5 Processes © OGC
/ TSO21 Strategy Management Service Portfolio Management Financial Management for Services Demand Management Business Relationship Management itSMF, 2010
22.
Strategy Management © OGC
/ TSO22 Purpose: To articulate how a service provider will enable an organization to achieve its business outcomes through defining and executing: Perspective – vision, mission and objectives Positioning – our services vis-a-vis our customers, the market and our competitors Planning – strategic and tactical plans Patterns – approaches and methods to achieve the strategy itSMF, 2010
23.
Strategy Management © OGC
/ TSO23 Major components: Strategy Assessment Strategy Generation Strategy Execution Strategy Measurement and Evaluation itSMF, 2010
24.
Service Portfolio Management ©
OGC / TSO24 Purpose: Service portfolio management is responsible for managing the service portfolio. It is therefore also the process that is responsible for defining which services will be entered into the service portfolio and how those services are tracked and progressed through their lifecycle. Service portfolio management acts as a gatekeeper for the service provider, ensuring that it only provides services that contribute to strategic objectives and meets the agreed business outcomes itSMF, 2010
25.
Service Portfolio Management ©
OGC / TSO25 itSMF, 2010
26.
Financial Management © OGC
/ TSO26 Purpose: Financial Management ensures that appropriate funding is allocated to design, develop and deliver services. At the same time it works with Service Portfolio Management to act as a gatekeeper that ensures that the service provider does not commit to services that they are not able to provide. Financial management identifies the balance between the cost and quality of service and maintains the balance of supply and demand between the service provider and their customers. itSMF, 2010
27.
© OGC /
TSO27 itSMF, 2010
28.
Demand Management © OGC
/ TSO28 Purpose: To understand, anticipate and influence customer demand for services, and the capacity to meet this demand. Demand management works at every stage of the lifecycle to ensure that services are designed, tested and delivered to support the achievement of business outcomes at the appropriate levels of activity itSMF, 2010
29.
Business Relationship Management ©
OGC / TSO29 Purpose: To enable business relationship managers to provide links between the service provider and customers at the strategic and tactical levels. The purpose of these links is to ensure that the service provider understands the business requirements of the customer and is able to provide services that meet these needs. The primary measure of whether this purpose is being achieved is the level of customer satisfaction. itSMF, 2010
30.
© OGC /
TSO30 Questions? Answer known? Answer Thank Audience Comment on Great Question Quality State that time has run out Thank Audience State that you are available after the session Leave RUNLeave End Fast! Y Y N N itSMF, 2010