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Improve IT Operations
1. Improve IT
Execution & Performace
June 2008
www.goldenti.com.mx
2. Our Target
Customer Satisfaction
+
Cost of Poor Execution
Business Performance
2
www.goldenti.com.mx
3. What is included at COPE?
Costs of Poor Quality.
Like: Rework tasks; Duplicated activities; miss interpretation;
Field failures, Lack of control, etc.
Low Productivity.
Miss alignment between strategy and operation.
Poor process mapping and KPI definition and implementation.
Lack of process standardization and high % of non value add activities.
3
www.goldenti.com.mx
4. How to improve?
Align IT strategy with business strategy.
Implement operational models like:
ITIL
CMMI
ISO 27001
PMBOK
ISO 9001
etc..
Implement quality assurance models.
Implement continuous improvement tools.
4
www.goldenti.com.mx
6. Corporate and IT Governance
Corporate
Governance
Strategic
Mission / Vision / Values
Strategic Process
Risk Quality
Initiatives
Strategies / Goals
Management
Management Management
Planning Metrics Management
Corporate Performance Management
Monitoring and Control
SOX / COSO / BASEL II
STRATEGIC
ALIGNMENT
IT Governance
IT Strategic
Mission / Vision / Vaues
Process
Risk Quality
Strategic Initiatives
Strategies / Goals
Management
Management Management
Metrics Management
Planning
Incident and Capacity and
Human Projects and
Change Financial
Problem Availability
Resource Services
Management Management
Management Management
Management Management
IT Performance Management
Monitoring and Control
COBIT / ITIL / ISO 27001 / PMBOK / CMMI
6
www.goldenti.com.mx
7. How to improve?
Align IT strategy with business strategy.
Implement operational models like:
ITIL
CMMI
ISO 27001
PMBOK
ISO 9001
etc..
7
www.goldenti.com.mx
9. Modules of Service Management
Service Delivery Service Support
Service level mgmt. Service desk.
Financial mgmt for IT services. Incident mgmt.
Capacity mgmt Problem mgmt.
Availability mgmt. Change mgmt.
IT service continuity Configuration mgmt.
Release mgmt.
Security Management
9
www.goldenti.com.mx
10. Service Support Process
The business, customers and users
Queries, Enqueries, communication, updates, work arounds
Service Desk
Mgmt Incidents
tools
Changes
Incident
Releases
Management
Problem
Management
Reports
Change
Analyses
Management
Reports
Release
Schedule
Management
Minutes
Configuration
Reports Schedule
Management
Reports
etc. Policy
Reports
etc.
CMDB =
CMDB Configuration
Configuration Items &
Problems
Incidents Changes Releases Relationships Management
Known Errors Database
10
www.goldenti.com.mx
11. Service Delivery Process
The business, customers and users
Queries, Enqueries, communication, updates, reports
Service Level Management
Requirements, SLA, SLR, OLA,
Targets Service reports,
Achievements Service cataloque,
Availability
Exception reports
Management
Audit reports
Capacity
Availability plan
Management
AMDB
Design criteria
Financial
Targets/Thresholds
Capacity plan
Reports Management
CDB
Audit Reports
Tragets/thresholds
IT Services
Reports Financial plan
continuity
Schedules Types and models
Management
Audit reports Costs and charges
Reports
Budgets and forecasts
Audit reports
Alerts and
exceptions
changes
11
www.goldenti.com.mx
13. How to improve?
Align IT strategy with business strategy.
Implement operational models like:
ITIL
CMMI
ISO 27001
PMBOK
ISO 9001
etc..
Implement Quality Assurance Models.
Implement continuous improvement tools.
13
www.goldenti.com.mx
14. Quality Assurance Model
Ensure process execution.
• Process flow.
• Process failure mode and effect analysis.
• Control plan.
Management of process deviations.
• Corrective action management.
• Problem solving & root cause analysis.
Ensure practice and performance.
• Quality system audit.
• Process audits.
Implement continuous improvement programs.
• Preventive actions.
• Kaizen.
• Lean - Six Sigma tools.
14
www.goldenti.com.mx
15. Quality Assurance Control
Ex. Process Icon model
Controls
Information Out
Information In
Product Out
Product In
Resources In Resources Out
Safety
15
www.goldenti.com.mx
16. Process Audit
Customer Approach
Customer Satisfaction improvement action plan
Process Approach
Core Processes Performance
Process Flow
FMEA
Control Plan
Working Instructions
Process Control.
Risk Management
Quality Performance
Critical to Customer KPIs
Critical to Business KPIs
Operational KPIs management.
Continuous improvement management.
Defect data management
Procurement Performance
Supplier PPMs
Supplier OTD
Downtime by shortages
People Approach
Certification of skills and competences
Skills and competences development
16
www.goldenti.com.mx
17. Value Stream Mapping
NVA. No Value Add Activities
NA. Necesary Activities
VA. Value Add Activities
17
www.goldenti.com.mx
18. How to improve?
Align IT strategy with business strategy.
Implement operational models like:
ITIL
CMMI
ISO 27001
PMBOK
ISO 9001
etc..
Implement Quality Assurance Models.
Implement continuous improvement tools.
18
www.goldenti.com.mx
19. Brief Introduction to Six Sigma
Resources,
Design Process
Parts and
Margins Capabilities
Materials
Organisation
Measurement
Infrastructure
Systems
Six sigma focuses on addressing and significantly reducing the occurrences of
root causes—inadequate design margins, unstable parts and materials, and
insufficient process capabilities, measurement systems and organization
infrastructure.
19
www.goldenti.com.mx
20. Six Sigma Strategy
Application Implementation
Strategy Strategy
u Define u Leadership
u Measure u Champions
u Analyze u Black Belts
u Improve u Projects
u Control
20
www.goldenti.com.mx
21. DMAIC Summary
u Define the project charter.
u Establish the team.
Define u Confirm performance gaps.
u Explore the process.
u Identify all sources of variability (the X’s).
Measure
u Validate measurement / decision making systems.
u Establish the initial capability (for the Y’s).
u Assess and quantify Y = f(X)
Analyze
u Identify critical X’s.
u Screen the potential causes.
u Identify optimum operating parameters.
Improve
u Confirm solutions.
u Determine the final process capability.
u Implement solutions & process controls.
Control
u Document learning.
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www.goldenti.com.mx
22. Cost of Poor Quality
Easily Identified, but only
the
TOP of the ICEBERG
Inspection
Overtime Idle time (tangible)
Defects Rework
Long Cycle Times
Lost Sales
Cost of Capital
Missed
(less obvious)
Commitments
Redundant
Lost Opportunity
Processes
Inaccurate Reports
Expediting Costs
Lost Customer Excessive Planning
Loyalty
22
www.goldenti.com.mx
23. Providing integrated solutions that
exceed our customers expectations and
enable them to increase their
competitiveness.
23
www.goldenti.com.mx
