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How to Create an Undisputable Service Management Business Case
- 1. How to Create an Undisputable
Service Management Business Case
Sponsored By March 24, 2011
“Our mission is to provide groundbreaking, sustainable, Nina Segura B.S., M.A., CSSBB, President
process solutions from Strategy to Execution.” Phone (954) 260-3888
Consulting, Classes, Team Training Coaching
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
© 2005-2011 Metaspire LLC All Rights Reserved.
- 2. About ITSM Academy
Accredited Education Since 2003 - Tens of Thousands
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And more!
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© ITSM Academy 2
Welcome!
- 3. Introduction & Expectations
Metaspire combines extensive management experience with proven
methodologies to create a practical and customized approach to help
each client address their needs.
Our scalable methodology integrates Business Process Management,
Organizational Development Principles with Six Sigma Disciplines.
We assist technology organizations in a variety of ways including:
IT and Business Strategy Alignment
Rapid Improvement Events
Technology Service/ Acquisition Business cases
Planning & Implementation of Portfolio Management, or
Continuous Process Improvement Councils
Process Reengineering & Re-design Analysis & Facilitation -
ProVision
Technology Solution Requirements
Resolution of complex challenges facing large-scale IT system
implementations.
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
3
© 2005-2011 Metaspire LLC All Rights Reserved.
- 4. Session Objectives
Understand What is a Business Case
Identify Core Business Case Components
Understand How to Determine Benefits
Create a Cost Benefit Analysis
Understand What Six Sigma Lean is
Create an Awareness of Six Sigma Lean Tools:
Voice of the Customer
Value Stream Mapping
Root Cause Analysis
Benefits of Six Sigma Lean in the ITIL Framework
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
4
© 2005-2011 Metaspire LLC All Rights Reserved.
- 5. What is a Business Case?
Information-Based Tool
that provides: Answers Fundamental Question: Utilizes multiple
• Planning “What are the Financial & analytical approaches
• Decision Support Business Consequences for
• Project Prioritization taking an Action?”
• Proposal Evaluation
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
5
© 2005-2011 Metaspire LLC All Rights Reserved.
- 6. Core Business Case Components
Inputs -Critical Elements Approach Financial Metrics
Business Knowledge
Payback Period
Assumptions
Cost Benefit Analysis Internal Rate of Return
Scope
(CBA)
Net Present Value
Time
Return on Investment
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
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© 2005-2011 Metaspire LLC All Rights Reserved.
- 7. How do we Determine Benefits?
Saves Costs
Cost Reduction - Variable IT software/hardware
or Base cost expenditures
Rework Elimination Vendor Costs
Reduced cycle time Plant & Equipment
Incremental Revenue - Opportunity Cost
Increased Sales
Cost of resources
Cost Avoidance - Cost
Sunk Costs – Sizing
Prevention
Requests
Labor Productivity - Time
savings and not RIF
Competitive Landscape
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
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© 2005-2011 Metaspire LLC All Rights Reserved.
- 8. Business Case Scenario
A few months ago, ABC Company launched new
Employee Identification Cards to 3,000 employees. Of
the cards issued, 1,000 had magnetic strips that did not
work, which resulted in employees calling the ABC
Service Desk.
Each call into the Service Desk costs $20.00. Each time
a card needs to be re-issued it costs $7.25.
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
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© 2005-2011 Metaspire LLC All Rights Reserved.
- 9. Cost Benefit Analysis
$20.00 per call +
X $7.25 ID Card Cost $27,250
=
1000 Financial
Unit Cost
Defective + = Impact
$547,250 Difference
Employee
1 day lost productivity x
IDs X = $520,000
($65 hr. $520/day) Total Cost
2 sigma Lost Productivity in Revenue
$546,702.75
$20.00 per call + COPQ
X $7.25 new plastic = $27.25
1 Unit Cost
Defective + = $547.25
IDs
1 day Lost productivity x = $520
X ($65 hr. $520/day) Total Cost
5 sigma Lost Productivity in Revenue
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
9
© 2005-2011 Metaspire LLC All Rights Reserved.
- 10. Process Architecture -CBA Provide Products/
Services
Develop
Planning the Maintain Perform
Developing People Technology
Business Maintain Client What is this
Business Accounting Consulting Development Relationship Costing you?
Solutions
Develop Living Conduct Respond to
Forecast Company Assess Client Create Virtual Create Marketing
Strategic Business Performance Inquiries from
Finances Needs Solutions Strategies
Plan Appraisal website
2 2 $288.46
$0.00
Owners $0.00
$150,000
Conduct Weekly Conduct Perfor-
Create Company Develop
Status Report Build Solutions mance Maintain Website Acquire Clients
Budget Newsletters
Meetings Evaluations
3 $216.35
2 $62.50
$0.00
Maintain Master
Maintain P&L Evaluate Results Lead Sales Event
Operational Plan
$0.00
Operations 2 $62.50
$65,000 $0.00
Develop
Create Balance
Advertising
Sheet
Materials
$0.00
2 $62.50
3 $64.90
Create Press
Produce Invoices
Release
$0.00
Technologies $0.00
$45,000 $0.00
Collect Invoice Develop e-mail
$$$$$ solicitations
$0.00
$0.00
3 $64.90
Create and
Distribute Payroll
$0.00
$0.00
$0.00
Total: $822.12
Notes: (Summary of Business Case) Weekly Total: $4,110.58
This matrix will help you identify how much it is costing you per day, per week, per month, and per year when a process is not working properly. Monthly Total: $16,442.31
In this example, we're examining the TOTAL monetary impact (Owner, Operator, Technology) of a malfunctioning system.
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026 Yearly Total: $197,307.69
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
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© 2005-2011 Metaspire LLC All Rights Reserved.
- 11. What is Six Sigma? Lean?
What is Six Sigma?
Six Sigma is a rigorous and disciplined methodology that uses data
and statistical analysis to measure and improve a company's
operational performance by identifying and eliminating "defects."
Lean is based on five principles:
1. Specify what represents value to the customer
2. Identify all specific actions required to bring a product or service from
order to delivery
3. Eliminate all kinds of non-value adding activities
4. Produce only what the customers need
5. Pursue perfection
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
11
© 2005-2011 Metaspire LLC All Rights Reserved.
- 12. Lean is a Cyclical Process
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
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© 2005-2011 Metaspire LLC All Rights Reserved.
- 13. Six Sigma- Lean Tools
A few Core Six Sigma- Lean Tools to support
business case
Voice of the Customer
Value Stream Map/ Workflow/ SIPOC
Fishbone
FMEA
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
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© 2005-2011 Metaspire LLC All Rights Reserved.
- 14. Voice of the Customer
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
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© 2005-2011 Metaspire LLC All Rights Reserved.
- 15. Value Stream Mapping
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
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© 2005-2011 Metaspire LLC All Rights Reserved.
- 16. What is a Workflow Model?
Customer
Technical Problem
Solution 4
Activities
Source Receive Solution
Swim/Workflow Lanes
Line of Visibility
Confirmed Solution
Help Desk Support Rep
Decision Point
1
Gather Issue
3
Process Information Diagnosis Solve Yes Implement Solution
Performers/ Problem?
Sink
5
2 No 6
Document Closed
Diagnose Problem Assign to Level 2
Ticket
Level 2 Ticket
Closed Ticket
Call Ticket Number
Line of Automation
System
Stores
Issue Description
Update Call Update
Create Call
Record Record w/
Record
Owner Solution
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
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© 2005-2011 Metaspire LLC All Rights Reserved.
- 17. Business Interaction Model - SIPOC
Purpose: Determine Benefits
• Depicts internal and external entities
(organizational areas) interactions.
• Typically used for identifying major
business functions and the
associated deliverables that the area
of focus performs.
Benefits:
• Determines impacts of deliverables
e.g. there may be two groups
producing the same deliverables.
Answers the question “How can we
leverage best practices, departments,
or positions ?”.
• Helps establish what is required at a
more tactical level to accomplish
goals.
• Provides a framework for making
process improvement scope
decisions.
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
17
© 2005-2011 Metaspire LLC All Rights Reserved.
- 18. Root Cause Analysis (Fishbone)
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
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© 2005-2011 Metaspire LLC All Rights Reserved.
- 19. Prioritization Techniques
Failure Modes & Effects
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
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© 2005-2011 Metaspire LLC All Rights Reserved.
- 20. Benefits of Lean in the ITIL
Framework
Help your IT organization achieve continuous improvement and
organizational agility
Introduces a more structured engineering approach to ITIL’s
framework
Lean thinking promotes continuous improvement and waste
reduction into ITIL’s best practices
Identify and target waste
Document value streams
Measure customer satisfaction
Continuous process improvement
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
20
© 2005-2011 Metaspire LLC All Rights Reserved.
- 21. ITIL Training Scheme
Master
ISO/IEC 20000
ITIL
Certified Process
Foundation Expert Design Engineer (CPDE)
Complementary Course 5 credits Complementary Course
1 credit 1.5 credits
Managing Across the Lifecycle
3 credits each 4 credits each
CSI Service Offerings and Agreement (SOA)
SO
ST
SD Release, Control and Validation (RCV)
SS
Planning, Protection and Optimization (PPO)
Operational Support and Analysis (OSA)
Lifecycle Stream Capability Stream
© ITSM Academy 2008
2 credits
V3 Foundation
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
21
© 2005-2011 Metaspire LLC All Rights Reserved.
- 22. Metaspire Consulting
Thank you for attending! 10211 Pines Blvd. Suite 117
Pembroke Pines Fl, 30326
954-437-7244
www.metaspireconsulting.com
Questions???
Consulting, Classes, Team Training Coaching
Metaspire Consulting - 10211 Pines Blvd., Suite 117, Pembroke Pines Fl. 33026
Phone: 954-437-7244 - Fax: 954-442-8653 - www.metaspireconsulting.com
22
© 2005-2011 Metaspire LLC All Rights Reserved.