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Increased business value by IT Service Catalogues Design, Calcula8on and Cost Alloca8on

IT Service Catalogues

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Short overview from design to proper cost allocation of IT services / products. / Kurzer Ueberblick in die Erstellung eines IT Service Katalogs bis zur verursachergerechten Fakturierung.

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Page 1: IT Service Catalogues

Increased  business  value  by  IT  Service  Catalogues  Design,  Calcula8on  and  Cost  Alloca8on  

Page 2: IT Service Catalogues

Trademarks  

Die  in  diesem  Dokument  verwendeten  Markennamen  und  Produktbezeichnungen  unterliegen  im  Allgemeinen  den  gesetzlichen  Bes;mmungen,  insbesondere  dem  warenzeichen-­‐,  marken-­‐  oder  patentrechtlichen  Schutz.      All  used  names  of  brands  and  products  are  trademarks  and/or  copyright  material  of  their  respec;ve  owners.    

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  2  

Page 3: IT Service Catalogues

Wandel  von  der    

IT  Diskussion  zur  

Kunden-­‐zufriedenheit  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  3  

Die  IT  ist  zu  teuer.  

Im  Elektronik  Markt  bekomme  ich  den  PC  viel  güns;ger.  

Die  IT  Abteilung  ist  zu  langsam.  

Ich  will  die  SoQware  xyz,  da  ich  schon  immer  damit  gearbeitet  habe.  

Ich  brauche  die  SoQware  xyz.  

Ich  kann  nicht  arbeiten,  da  die  IT  nicht  funk;oniert.  

Das  Netz  ist  zu  langsam.  

Von  der  IT  bekommen  wir  ja  mehr  Leistung  zu  einem  güns;geren  Preis  als  am  Markt.  

Das  ist  ein  nachvollziehbarer  Preis.  

Wozu  braucht  der  Mitarbeiter  A  die  SoQware  xyz?  

Wir  brauchen  den  Service  Z  nicht.  

Die  IT  macht  einen  super  Job.  

Die  IT  berücksich;gt  meine  Anforderungen.  

Wir  benö;gen  die  Menge  X  vom  Service  Y.  

Page 4: IT Service Catalogues

AGENDA  

•  From  the  Reference  Model  to  the  IT  Service  •  IT  Service  Catalogue  •  Pricing  •  Charging  •  Summary  

10.07.2014  4   Increased  business  value  by  IT  Service  Catalogues  

Page 5: IT Service Catalogues

From  the  Reference  Model  to  the  IT  Service  Overview  

Best  Prac8ces  &  Policies   QA  Procedures   Security  Principles   ITIL  

IT  Infrastructure  Library  

Standards   ISO  9000  /  9001   ISO  15408  /  27002   ISO  20000  

Governance  of  Enterprise  IT  

COBIT  Control  Objec;ves  for  Informa;on  and  related  Technology  

Enterprise  Governance   Balance  Scorecard  

COSO  Commidee  of  Sponsoring  Organiza;ons  

of  the  Tread-­‐way  Commission  

Drivers   PERFORMANCE  Business  Goals  

CONFORMANCE  Basel,  SOX,  KonTraG  etc.  

*Not  Exhaus;ve  

HOW?  

10.07.2014  5   Increased  business  value  by  IT  Service  Catalogues  

≫  There  is  no  “ready-­‐to-­‐use  off-­‐the-­‐shelf”  framework.  ≪  

WHAT?  

Page 6: IT Service Catalogues

Con;nual  Service  Improvement  

7  Step  Improvement  Process  

Service  Opera;on  

Event  Mgmt   Incident  Mgmt   Request  Fulfilment   Problem  Mgmt   Access  Mgmt  

Service  Transi;on  

Transi;on  Planning  &  Support  

Change  Mgmt  Service  Asset  &  Configura;on  

Mgmt  

Release  &  Deployment  

Mgmt  

Service  Valida;on  &  

Tes;ng  Change  

Evalua;on  Knowledge  

Mgmt  

Service  Design  

Design  Coordina;on  

Service  Catalogue  Mgmt  

Service  Level  Mgmt  

Availabilty  Mgmt  

Capacity  Mgmt  

IT  Service  Con;nuity  Mgmt  

Informa;on  Security  Mgmt  

Supplier  Mgmt  

Service  Strategy  

Strategy  Mgmt   Service  Porkolio  Mgmt   Financial  Mgmt   Demand  Mgmt   Business  Rela;onship  Mgmt  

MANAGEMENT Alignment to achieve …

Enterprise Enablers

Build, Acquire & Implement

Deliver, Service & Support

Monitor, Evaluate &

Assess

GOVERNANCE Enterprise Objectives

Evaluate, Direct & Monitor

From  the  Reference  Model  to  the  IT  Service  Approach  

WHAT?  –  COBIT  (High-­‐Level  Objec8ves  +  Controls)  

HOW?  –  ITIL  (Detailed  Direc8ves)  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  6  

≫  Select  a  set  of  process  improvement  models.  ≪  

Service  Strategy  …  Service  Porkolio  Management  (Service  Catalogue)  Financial  Management  …  

Align, Plan & Organize

Align,  Plan  &  Organize  …  APO05  Manage  Porkolio  APO06  Manage  Budget  &  Costs  …  

Page 7: IT Service Catalogues

Analyse  first  

APO05  Manage  Porkolio  

APO09  Manage  Service  

Agreements  

From  the  Reference  Model  to  the  IT  Service  Opportunity  Grid  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  7  

Poten;al  for  Success  

Impact  on  the  Business  

Low  

High  

High  

Process  C  

Process  D  

Process  …  n  

≫  Processes  that  scored  high  in  both  …,  are  processes  that  need  the  most  aYen8on  1st.  ≪  

Page 8: IT Service Catalogues

From  the  Reference  Model  to  the  IT  Service  Process  Maturity  Framework  (PMF)  0  Non-­‐existent,  processes  are  not  applied  at  all  

1  Ini;al,  processes  are  ad  hoc  and  disorganized  

2  Repeatable,  processes  follow  a  regular  padern  

3  Defined,  processes  are  documented  and  communicated  

4 Managed,  processes  are  monitored  and  measured  

5  Op;mized,  processes  are  followed  and  automated  

Ini;al  

Repeatable  

Defined  

Managed  Op;mized  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  8  

Non-­‐existent  

≫  The  maturity  of  each  process  will  be  developed  itera8vely  through  5  levels.  ≪  

Page 9: IT Service Catalogues

From  the  Reference  Model  to  the  IT  Service  Maturity  Worksheet  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  9  

≫  Assess  performance  –  define  target  –  iden8fy  improvements.  ≪  

Level  /  Adributes  

Vision  &  Governance   Processes   People   Technology   Culture  

Ini;al  

Repeatable  

Defined  

Managed  

Op;mized  

As  is  

To  be  

Gap  analysis  

Page 10: IT Service Catalogues

From  the  Reference  Model  to  the  IT  Service  Alignment  of  Business  &  IT  /  Iden8fica8on  of  IT  Services  

Increased  business  value  by  IT  Service  Catalogues  10  

Business  Processes  

Service  Assets  

Financial  capital  

Infra-­‐structure  

Applica-­‐;ons  

Informa-­‐;on   People   Know-­‐

ledge   Prcesses   Organiza-­‐;on  

Manage-­‐ment  

Technical  View  

Business  View  

Resources   Capabili;es  

Services  

Accoun;ng   HR  Mgmt.   Mgmt.  Repor;ng  

Informa;on  Sharing   ...   Service  n  

U;lity  Warranty  

10.07.2014  

≫  One  service,  different  views  -­‐  a  business  perspec8ve  is  needed.  ≪  

Page 11: IT Service Catalogues

From  the  Reference  Model  to  the  IT  Service  Set  up  the  appropriate  SLA  structure  

Master  Agreement  /  IT  Service  Agreement  

• General  principles  • General  object  of  agreement  

• General  obliga;ons  of  IT  Service  Provider  

• General  obliga;ons  of  customer  

• Contact  • Payment  • Term  • Termina;on  • Liability  • Confiden;ality  • Privacy  • General  provisions  

Service  Level  Agreement  (SLA)  

• Defini;ons  • Service  descrip;on  • Scope  of  Service  • Service  hours  /  maintenance  

• Support  hours  • Service  performance  (quan;ty,  throughput,  response  ;me,  etc.)  

• Availability  • Responsibili;es  • Charging  (pricing,  bonus  /  malus)  

• Repor;ng  and  service  review  

• General  provisions  

IT  Service  

• Delivery  of  in  the  SLA  in  detail  described  services  in  accordance  to  agreed  parameters  (;me,  quan;ty,  quality,  price)  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  11  

≫  SLA’s  provide  the  basis  for  managing  the  rela8onship  between  business  and  IT.  ≪  

Page 12: IT Service Catalogues

From  the  Reference  Model  to  the  IT  Service  Benefits  of  Reference  Models  

•  Framework  •  Holis;c  approach  •  Golden  Thread  •  Flexible  and  individually  adaptable  •  Adop;on  and  implementa;on  is  rela;vely  quick  •  External  and/or  internal  view,  bridge  between  business  &  IT,  helpful  for  argumenta;on  

•  Best  prac;ce  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  12  

Page 13: IT Service Catalogues

IT  Service  Catalogue  Economic  interests  and  objec8ves  

Business  •  Customized  services  •  Transparency  (detailed  descrip;on)  

and  costs  (traceability  of  invoicing,  based  on  quan;;es  and  prices)  of  services    

•  Comparability  of  services  •  Service  flexibility,  promote  individual  

terms  •  Pro-­‐ac;ve  management  of  cost  •  Traceability  of  service  quality  /  

performance,  based  on  agreed  KPIs  •  Accuracy  in  planning  of  budgets  

IT  •  Defined  services  with  high  quality  

and  transparent  prices  •  Reasonable  cost  of  services,  high  

level  of  standardiza;on  •  Flexibility  and  speed  in  providing  new  

services,  simula;on  •  Adequate  diversity  of  variants  •  Full-­‐cost  calcula;on  •  Iden;fica;on  of  reasonable  and  

sustainable  cost  savings  •  Accuracy  in  planning  of  budgets  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  13  

≫  IT  Service  Catalogues  provide  the  basis  for  managing  IT  expenditures.  ≪  

Page 14: IT Service Catalogues

IT  Service  Catalogue  Structure  &  brief  descrip8on  (1)*  

Service Package Core Service** Standard

Desktop Services • Desktop Basic • Desktop Standard • Desktop Professional • Desktop Mobile Standard • Desktop Mobile Professional

• MS Windows, MS Internet Explorer, MS Word, MS Excel, MS PowerPoint, MS Outlook, Adobe Acrobat Reader

• Hard Disk Encryption • Email Account 1 GB • Home Share 1 GB • Net Share 1 GB • Service desk / On-call Service 8x5

Optional Extra Charge

• Monitor Standard • Monitor Professional • BlackBerry (encrypted) • USB-Stick (encrypted) • Email Encryption • Flat Rate

• Additional Storage Email • Additional Storage Home Share • Additional Storage Net Share

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  14  

*  Not  Exhaus;ve  **  In  dependency  of  User  Profiles  

Page 15: IT Service Catalogues

IT  Service  Catalogue  Structure  &  brief  descrip8on  (2)*  

Service Package Core Service** Standard

ERP Services • ERP Basic • ERP Standard • ERP Professional • ERP Human Resources • ERP Data Warehouse • ERP Reporting

• Licensing •  Installation • Operations • Support (2nd/3rd Level)

Service Desk / On-call Services • Service Desk 8x5 • On-Call Services 24x7

• Service Desk Extension xxx • Service Desk Tool www • Service Desk Mail @ • On-Call Service No. xxx

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  15  

*  Not  Exhaus;ve  **  In  dependency  of  User  Profiles  

Page 16: IT Service Catalogues

IT  Service  Catalogue  SLA  Parameters  /  Desktop  Services  Begriffsbes;mmungen  •  1st  Level  Support:  Registrierung  und  Einordnung  

eingehender  ...  Servicebeschreibung  •  Bereitstellung  und  Betrieb  von  Computerarbeitsplätzen  •  Core  Services  

–  Desktop  Basic:  normal  ausgestadeter  PC  (Thin  Client)  mit  Zugriff  auf  die  Arbeitsumgebung  über  das  Netzwerk  

–  ...  –  Desktop  Mobile  Professional:  sehr  leichter  Laptop  mit  

kleinem  Display  für  hohe  Mobilität  –  Alle    Produkte  enthalten  eine  externe  Tastatur  und  Maus.  

Die  mobilen  Geräte  werden  zusätzlich  mit  Port-­‐Replikator  oder  Docking  Sta;on  zur  Verfügung  gestellt.  

–  SoQwarepaket:  ...  (vgl.  brief  descrip;on)  –  Ressourcen:  ...  (vgl.  brief  descrip;on)  –  Lizenzierung  

•  Op;onal  –  Monitor  Standard:  19“  LCD  Display    –  ...  

Dienstleistungsumfang  •  Bearbeitung  interner  Bestellungen  •  Zuordnung  Standarddrucker  •  Einweisung  Mitarbeiter  •  ...  

Servicezeiten  /  Supportzeiten  •  Arbeitstage,  8  -­‐  16  Uhr  Wartungszeiten  •  Geplante  Wartung  jeweils  am  letzten  Freitag  eines  Quartals  

von  12  Uhr  bis  zum  Folgetag  12  Uhr    Serviceleistung  •  Standardprodukte:  10  AT  (Leistungsqualität  A)  •  Op;onale  Produkte:  15  AT  (Leistungsqualität  B)  Verfügbarkeit  •  In  einem  Kalendermonat  werden  90%  aller  Produkte  

innerhalb  der  definierten  Leistungsqualitäten  bereitgestellt    •  Email:  99,0%  •  ...  Ansprechpartner  •  AG  (1),  AG  (2):  Müller,  Tel.,  Mail,  ...    •  AN  (Service  Level  Manager),  (Service  Owner):  Mustermann,  

Tel.,  Mail,  ...  Vergütung  (Preisgestaltung,  Boni  /  Mali)  •  Preiskatalog  /  Bestellformular  Berichterstadung  und  Servicenachschau  •  SLA-­‐Parameter:  monatlich  •  Nachschau:  quartalsweise  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  16  

Page 17: IT Service Catalogues

Service  Cost  

Pricing  From  service  cost  to  service  price  

• Network  +  Backend  • Peripherals  • Frontend  

Hardware*  

• Administra;on  &  Monitoring  • Backend  (OS,  DBS)  • Frontend  (Office,  ERP,  etc.)  

SoQware*  

• In-­‐house  People  

• Buildings  +  Offices  • Data  Center  • Consump;ons  

Facili;es  

• Internet  • Outsourcing  • Consul;ng  

External  Services  

• Internal  Charges  Transfer  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  17  

*  Investment  &  Maintenance  

Service  

Price  

Total  Cost  of  Ownership  Service  Cost  

Cost  plus  Service  Cost  +  x  %  

Market  Price  Service  Cost  ±  x  %  

≫  Full-­‐cost  calcula8on!  -­‐  Cost  Center  or  Profit  Center?  ≪  

Page 18: IT Service Catalogues

Pricing  Precondi8ons  

•  Accoun;ng:  deprecia;on  •  Controlling:  hourly  rate,  

interest  margin  •  Human  Resources:  hourly  

labor  cost  index  •  Monitoring  /  logging:  

accounts,  users,  numbers,  capaci;es,  ;me,  u;liza;on,  consump;on  (if  legally  allowed)  

•  Historical  data,  projected  data  with  predefined  assump;ons  and  /  or  planed  values  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  18  

Level  of  Detail  

Level  of  Effort  

Low   High  

High  

Value  of  Informa;on  

≫  Approach  under  considera8on  of  the  effort  /  benefit  ra8o.  ≪  

Page 19: IT Service Catalogues

Pricing  Assump8ons  

Hardware   SoQware   People   Facili;es   Ext.  Services   Transfer  

Unit   Val.   Unit   Val.   Unit   Val.   Unit   Val.   Unit   Val.   Unit   Val.  

Deprecia;on  

Low  value  assets   M   12   M   12  

PCs,  Notebooks   M   36   M   36  

ERP  SoQware   M   84  

ICT   M   120  

Maintenance  

min   %   15   %   17  

max   %   21   %   21  

Hourly  rate  

In-­‐house   €   75  

Consul;ng   €   150  

Consump;on  

Power  costs  /  kWh   Cent  

Usage   %  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  19  

Budget  /  Contract   Planning   Opera;onal   Interest  margin  

Annually   Monthly   6,4%  

Page 20: IT Service Catalogues

Pricing  Determining  of  cost  per  unit  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  20  

Page 21: IT Service Catalogues

Pricing  Determining  of  cost  per  service  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  21  

Page 22: IT Service Catalogues

Pricing  Cost  /  price  structure:  Desktop  Mobile  Basic  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  22  

HW  Infrastruktur  26%  

HW  Client  39%  

SW  Infrastruktur  19%  

SW  Client  6%  

SW  ERP  0%  

People  In-­‐house  8%  

Consul;ng  0%   Facili;es  

1%  

External  Services  1%  

Transfer  0%  

Service  Cost  • Network  +  Backend  • Peripherals  • Frontend  

Hardware*  

• Administra;on  &  Monitoring  • Backend  (OS,  DBS)  • Frontend  (Office,  ERP,  etc.)  

SoQware*  

• In-­‐house  People  

• Buildings  +  Offices  • Data  Center  • Consump;ons  

Facili;es  

• Internet  • Outsourcing  • Consul;ng  

External  Services  

• Internal  Charges  Transfer  

*  Investment  &  Maintenance  

Page 23: IT Service Catalogues

Alloca;on  of  costs  

Charging  Cash  flow  

• Direct  costs  Project  

• Direct  costs  • Indirect  costs  (un-­‐  /  absorbed  overhead)  

Service  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  23  

≫  Units,  quan88es  and  cost  alloca8on  have  to  be  understandable  as  well  as  controllable.  ≪  

Type  of  costs  IT  Cost  Center  

Alloca;on  of  costs  to  non-­‐IT  Cost  Center  

Price  per  unit  *  Quan;ty  =  Price  

Page 24: IT Service Catalogues

Charging  Monthly  invoice  per  cost  center  

10.07.2014  Increased  business  value  by  IT  Service  Catalogues  24  

Page 25: IT Service Catalogues

Summary  •  There  is  no  “ready-­‐to-­‐use  off-­‐the-­‐shelf”  framework.  •  Select  a  set  of  process  improvement  models.  •  Processes  that  scored  high  in  both  (impact/success),  are  processes  that  

need  the  most  aYen8on  1st.  •  The  maturity  of  each  process  will  be  developed  itera8vely  through  5  

levels.  •  Assess  performance  –  define  target  –  iden8fy  improvements.  •  One  service,  different  views  -­‐  a  business  perspec8ve  is  needed.  •  SLA’s  provide  the  basis  for  managing  the  rela8onship  between  business  

and  IT.  •  IT  Service  Catalogues  provide  the  basis  for  managing  IT  expenditures.  •  Full-­‐cost  calcula8on!  -­‐  Cost  Center  or  Profit  Center?  •  Approach  under  considera8on  of  the  effort  /  benefit  ra8o.  •  Units,  quan88es  and  cost  alloca8on  have  to  be  understandable  as  well  

as  controllable.    

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QUESTIONS  

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