In this webinar on Wednesday, November 28th @11:00ET, Troy DuMoulin from Pink Elephant and Kevin Patterson from Axios Systems share their views and personal experience of how ITSM Process and Service Management Cultural Maturity are key enablers to achieve the goals of digital transformation. https://hubs.ly/H0fJn4J0

1. © Axios Systems PLC 2018
Slide 1
Gamificati
on
assyst
SIAM
ITIL
Maximize
Customer
Satisfaction &
ROI
Collaboratio
n
suppliers
ITAM
SLA
How ITSM Cultural & Process
Maturity Enables or Disable’s
Your Transformation Goals
Presented by:
• Troy DuMoulin – VP R&D – Pink Elephant
• Kevin Patterson – Solutions Consultant –
Axios Systems

2. © Axios Systems PLC 2018
Slide 2
Regional Hubs
Melbourne (AUS) Amsterdam (NLD) Dubai (UAE)
Brussels (BEL) Herndon (USA) Moscow (RUS)
Ontario (CAN) Sao Paulo (BRA) Munich (GER)
Milan (ITA)
A Global Reach….
assyst, by Axios Systems is one comprehensive, open solution, built for the cloud, that
enables you to manage all your Business and IT Service needs. We are a unique fit for
purpose enterprise solution that provides rapid
“time-to-value” for our customers.

3. © Axios Systems PLC 2018
Slide 3
Agenda
▪ The Impact of process and organizational maturity
on business objectives
▪ How & why to assess process maturity from a
business value perspective
▪ The impact of IT organizational & cultural maturity
on digital transformation and process adoption

4. © Axios Systems PLC 2018
Slide 4
The “Risk Gap” for
Business Growth Goals
RISK GAP?
What took us this far cannot take us further or scale!
Scalability of Management Processes Over Time
Increased
Business Need
of IT Services
Increasing Business Demand for
Value Add IT Services
IT Process / Data / Capabilities
▪ Siloed / fragmented data sources / immature processes
▪ Lack of integration, automation
▪ Lack of visibility

5. © Axios Systems PLC 2018
Slide 5
Quality Systems &
Process Frameworks
Quality
Systems
Lean
TQM
EFQM
Six Sigma
Malcolm Baldrige
Theory of Constraints
Statistical Process
Control
Deming
Etc..
Process
Frameworks
ITIL
COBIT
Agile Scrum
TOGAF
PMBOK
eTelecom Ops Map
Prince 2
eSCM
Etc..
▪ What is defined can be controlled and stabilized
▪ What is stabilized can be measured with trust
▪ What is measured can be improved
Define
Improve
Measure
Control And
Stabilize
ITIL Best Practices

6. © Axios Systems PLC 2018
Slide 6
Improvement Models &
Process Maturity
What is the vision?
Where do we want to
be?
How do we get there?
Did we get there?
Where are we now?
How do we keep the
momentum going?
Copyright © AXELOS Limited 2011. Material is reproduced under license from AXELOS Limited. All rights reserved. (Figure 3.1 ITIL® Continual Service Improvement Model – CSI 3.1.1 2011)

7. © Axios Systems PLC 2018
Slide 7
AXELOS ITIL® Maturity Model
5 – OPTIMIZED
4 – MANAGED (PRE-
EMPTIVE)
3 – DEFINED
(PROACTIVE)
2 – REPEATABLE
(ACTIVE)
1 – INITIAL (REACTIVE)
0 – ABSENCE (CHAOS)

8. © Axios Systems PLC 2018
Slide 8
Assessing A Full Process Systems
Customer
Department C
Goal Governance
Input Activities
Department A Department B
Trigger
Goods,
Information,
ServicesOperational Level
Decision Making Level
Resources, Measures, Controls, Responsibilities, Roles
Throughput

9. © Axios Systems PLC 2018
Slide 9
Business Perspective
IT Perspective
Relevant Absent WasteUnderperforming
Testing for Relevance

10. © Axios Systems PLC 2018
Slide 10
Complexity Versus Standardization
• Lower Risk
• Cost Efficiency
• Regulatory Compliance
+ Variability
+ Risk
+ Costs
- Speed
+ Innovation
• Specialist Knowledge
• Tailored Solution
• Unique Context
Formal Process Craftsmanship
• High Velocity
Engineer To Order
Assemble To Order
Make To Stock
Policies, Roles, Procedures, Metrics, Common Tools
Make To Batch
Services
Processes
Technology
- Variability
- Risk
- Costs
+ Speed
- Innovation

11. © Axios Systems PLC 2018
Slide 11
Organizational Maturity –
Perception Is Reality!
Technology Focus
Customer Focus
Partner Focus
External Market Focus
LOW
HIGH
Role Of IT/IS In The Organization
IT is perceived as an internal
business partner
IT customers are the customer of
the organization
IT has a single strategy and is focused on the
customer, but is perceived as an external
supplier
IT is focused on the integration and delivery of end-
to-end IT services (business solutions)
IT is focused on technology, infrastructure and applications
are treated as separate and largely unrelated domains
Service Focus

12. © Axios Systems PLC 2018
Slide 12
Evolving IT Organization Culture
& Process Flow
External Customer Focused • Business revenue is directly generated by the sale of IT services to
external customers
• IT based services and their digital transactions are perceived to be
integral and synonymous with the business processes they support
• Market share and stock price is influenced by the market’s perception of
the quality and stability of IT capability
Business Partner Focused • IT Executives are part of the strategic business planning processes
• The CIO has oversight and responsibility for other departments outside
of traditional IT function (e.g.: facilities, processing, fleet mgmt.)
• IT measures its success in terms of business transactional volume /
availability
Business Customer Focused • IT services are understood to support the business process
• The IT organization is understood to be an enterprise function made up
of both internal and external suppliers using common processes & tools
• Enterprise governance is mature enough to enforce standards across all
IT groups
• IT is taking and fulfilling orders from its business customer
System / Service Focused • Shared Services Organizations are establishing common services, tools
and processes
• Service Level Agreements are based on services rather than technology
• IT services are typically defined as infrastructure and user based
services
Technology Focused • IT Domains / Depts. (Database, Servers, Desktop, etc..)
• IT Operations
• Infrastructure Organizations
• Network
Departmental Flow
Application vs. Infrastructure Flow
Business Process Flow
External Market Flow
Enterprise IT Flow

13. © Axios Systems PLC 2018
Slide 13
Cultural Readiness For
ITSM Processes
External Customer Focused Service Strategy
Service Portfolio Mgmt.
Business Partner Focused Financial Mgmt (costing and charging)
IT Service Continuity Mgmt.
Demand Mgmt.
Transition Planning and Support
Business Customer Focused Service Portfolio Mgmt. (CSI Focused)
Financial Mgmt. (service based costing)
SLM (Business Relationship Mgmt.)
Service Catalog Mgmt. (business customer focused)
Capacity & Availability Mgmt.
Enterprise IT Supplier Mgmt.
Knowledge Mgmt.
Service / System Focused Service Portfolio Mgmt. (Project Focused)
Service Level Mgmt. (ola / sla)
Release & Deployment Mgmt. (SVT & Evaluation)
Service Asset & Configuration Mgmt.
Problem Mgmt. (Proactive)
Information Security Mgmt.
Request Fulfillment / Event Mgmt.
Service Catalog Mgmt. (IT & user focused)
Technology Focused Change Mgmt
Problem Mgmt. (RCA – Reactive)
Incident Mgmt.
Service Desk
Access Mgmt
Logical and Physical Device Security
Capacity, Availability, Event (component / domain)
ContinualServiceImprovement

14. © Axios Systems PLC 2018
Slide 14
AWARENESS
COMMITTED
PROACTIVE
SERVICE-
ALIGNED
BUSINESS
PARTNER
SERVICE
QUALITY
DELIVERY
SPEED
COST
EFFICIENCY
“When I&O organizations do not tie I&O maturity roadmaps to ITSSM
selection, they will likely purchase modules that cannot or will not be
used.”
SOURCE: Gartner https://www.gartner.com/doc/3072723/it-service-support-management-tool
CHAOS CONTROL
Why IT Maturity Matters

15. © Axios Systems PLC 2018
Slide 15
Why is it so difficult
to improve IT Maturity?

16. © Axios Systems PLC 2018
Slide 16
ITScore for Infrastructure &
Operations (ITSIO)
ITIL® Maturity Assessment
ALSO: CMM: CMMI, P-CMM, SA-CMM, SE-CMM, Forrester: IT Infrastructure Maturity Model, Security Maturity Model, Digital Maturity Model, Customer Experience management Model
Example Maturity Assessments

17. © Axios Systems PLC 2018
Slide 17
Presenters
Thank You!
Troy DuMoulin
t.dumoulin@pinkelephant.com
blogs.pinkelephant.com/troy
pinkelephant.com
@TroyDuMoulin
Kevin Patterson
kevin.patterson@axiossystems.com
axiossystems.com

18. © Axios Systems PLC 2018
Slide 18
Q&A
If you have any questions, please submit them through the webinar portal.
If you have additional questions, please email them to:
im@axiossystems.com
Thank you for joining us today!
A recording of this webinar will be made available to all participants.