Presented by Krist Yong, Senior Consultant, UXC Consulting at ISS-UXC Seminar: Move IT from Cost to Value Centre using IT Service Management and COBIT on 25 July 2014.

1. What ‘is’ the Current Value of your ITSM
July 2014

2. Objectives of the Session
• Where are you now in terms of ITSM processes and automation?
• Are you just at the typical implementation that only focuses on
Incident/Problem and Change?
• Or are you already carrying out other ITSM processes (including
Service Strategy processes)?
• This talk will use one of the leading ITSM tools as a benchmark of
the wide range of processes and automation possible to compare
against what your organisation is currently doing.

3. Agenda
1. Service Strategy - Overview
2. Value of Service Strategy Implementation
3. Service Strategy ‘in action’
4. Take away

4. Service Strategy – Overview
Continual
Service
Improvement
Service
Transition
Service
Strategy
Service
Operation
Service
Design
Adapted from The ITIL Service Lifecycle © Crown Copyright 2011 Reproduced under license from Cabinet Office
The Service Strategy processes include:
 Strategy Management for IT Services
 Demand Management
 Service Portfolio Management
 Financial Management for IT Services
 Business Relationship Management
Service Strategy provides guidance on
how to design, develop and
implement service management as:
 an organizational capability
 a strategic asset.

5. Value to the business
Some of the benefits organizations can achieve through Service
Strategy include:
• Supporting the Service Provider to add value to the organization.
• Enabling the Service Provider to understand the types and levels of
service to be provided.
• Facilitating a smooth communication and providing the means to
organize the services of the Service Provider.

6. ITIL Processes Implementations
Reference: itSMF 2013
Global Survey on IT
Service Management
Study conducted with
the assistance of the
Institute of Systems
Science, National
University of Singapore

7. Major Reason for using ITSM
Reference: itSMF 2013 Global Survey on IT Service Management
Study conducted with the assistance of the Institute of Systems Science, National University of Singapore

8. Major Justifications for ITSM Projects
Reference: itSMF 2013 Global Survey on IT Service Management
Study conducted with the assistance of the Institute of Systems Science, National University of Singapore

9. Service Strategy Tool Use
Reference: itSMF 2013 Global Survey on IT Service Management
Study conducted with the assistance of the Institute of Systems Science, National University of Singapore

10. ITSM Project Effectiveness
Reference: itSMF 2013 Global Survey on IT Service Management
Study conducted with the assistance of the Institute of Systems Science, National University of Singapore

11. Challenges of ITSM
Some challenges of IT Service Management capabilities are:
o They are intangible in nature.
o The demand for capability is tightly linked to the assets of the
customer.
o They involve high level of contact for Service producers and
consumers.

12. Agenda
1. Service Strategy - Overview
2. Value of Service Strategy Implementation
3. Service Strategy ‘in action’
4. Take away

13. Value to the business
Implementation of Service Strategy processes will further:
Value of Service Provider to Organization
Better understanding of types and levels of service provided
Communication and providing the means to organize
the services of the Service Provider.
Tangible “Value” to the business

14. Agenda
1. Service Strategy - Overview
2. Value of Service Strategy Implementation
3. Service Strategy ‘in action’
4. Take away

15. Demand Management
• Demand Management is defined as the activities that understand
and influence Customer demand for Services and the provision of
Capacity to meet these demands.
Picture reference: www,servicenow.com

16. Financial Management
• Financial Management is defined as the Function and Processes
responsible for managing an IT Service Provider's Budgeting,
Accounting and Charging Requirements.
Picture reference: www,servicenow.com

17. Agenda
1. Service Strategy - Overview
2. Value of Service Strategy Implementation
3. Service Strategy ‘in action’
4. Take away

18. Take away
o If you considering buying a ITSM tool, consider at options of
automating Service Strategy processes for now or the future.
Leverage on Single System of Record
o Be Practical and Creative!
o Start with an achievable vision, strategy and build a roadmap

19. Thank You!
For further info on related course/s, please see:
http://www.iss.nus.edu.sg/ProfessionalCourses/CourseCatalogue.aspx
Krist Yong
Senior Consultant
krist.yong@uxcconsulting.com