Malcolm Fry

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Organizing for Excellence
Malcolm Fry
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Ancient Egyptian Social Structure
Ancient Egyptian Social Structurea pyramid
approach
Modern Corporate Structurestill a pyramid
approach
Organization Senior Management Management Auditors
and Accountants Sales and Marketing Skilled
(qualified) workers Production workers Back
office Support
Pharaoh Government Officials Scribes Soldiers Merc
hants Artisans Farmers Slaves and Servants
Pharaoh Government Officials Scribes Soldiers Merc
hants Artisans Farmers Slaves and Servants
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Ancient and Modern
Pharaoh
The Organization
Government Officials Nobles, Priests
Senior Management
Soldiers
Management
Scribes
Auditors and Accounts
Merchants
Sales and Marketing
Artisans
Skilled (qualified) workers
Farmers
Production/Office workers
Slaves and Servants
Back Office Support
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Construction Criteria

• Primary Activities
• Fundamental ITIL processes
• Plus Security Management
• Or associated essential tasks required for a
  successful Service Management organization.
• Related Activity Groups
• Related groupings of the Primary Activities

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A departmental prototype
IT Service Management
Integrity Management
Infrastructure Management
Service Delivery Management
Service Level Management
Service Support Management
Resource Management

• Capacity Management
• Availability Management
• Contingency Management

• Financial Management
• Security Management
• Asset Management
• Governance Management

• Service Level Management
• Account Management
• New Services and Systems

• Change Management
• Release Management
• Configuration Management

• Service Desk
• Incident Management
• Problem Management

• Process Ownership
• Technology Support

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Ten guidelines forPAs and RAGs

• The Primary Activities must connect or integrate
  together logically within a Related Activity
  Group, whenever possible.
• Ideally, the Primary Activities within a Related
  Activity Group should entail similar skill sets.
• Use similar technology resources within a Related
  Activity Group where possible.
• The Primary Activities within a Related Activity
  Group should collectively provide a focused level
  of joint responsibility.
• The Primary Activities within a Related Activity
  Group should have common or similar metrics and
  targets (Key Performance Indicators or KPIs).
• Each Related Activity Group should consist of
  Primary Activities with interdependencies, if
  possible.
• The ITIL processes should remain as efficient and
  as intact as possible.
• The Primary Activities in a Related Activity
  Group should have a common personality
• The scope of the Primary Activities should
  encompass more than the ITIL Service Management
  processes.
• Each Primary Activity must be either
  ITIL-compliant or contribute towards meeting the
  ITIL goals and benefits.

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Simple 6 step approach
1. List the standard Service Management ITIL
processes and functions
2. Add other relevant ITIL processes to the list
3. Identify and add supplementary processes and
functions
4. Group the Primary Activities into logical
Related Activity Groups
5. Assign each Related Activity Group a name
6. Determine your organization structure by
grouping the Related Activity Groups into logical
units
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Simple 6 step approach Step 1
1. List the standard Service Management ITIL
processes and functions
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Identifying Primary Activities
Standard ITIL processes/functions
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Document your Primary Activities

• Description - Brief description of the Primary
  Activity
• Goals The goals show the main objectives of the
  Primary Activity.
• Scope Scope refers to the range of activities
  to be performed by your Primary Activity.
• Activities Activities are the normal activities
  performed by the Primary Activity
• Roles - Roles embrace a set of responsibilities,
  tasks and levels of authorization.
• Metrics guidelines the metrics required by the
  PA to meet the Key Performance Indicators (KPIs).
  
• Governing factors List any important governing,
  governance, factors that apply to any of your
  Primary Activities.

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Simple 6 step approach Step 2
1. List the standard Service Management ITIL
processes and functions
2. Add other relevant ITIL processes to the list
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Add other relevant ITIL processes to the list

• For example
• Operational control and management of the
  services, components and their configurations
• Management of all ICT infrastructure events
• Workload and output management and scheduling
• Storage management, backup and recovery
• Management and control of all aspects of ICT
  operational security
• Management of the supporting operational process
• Proactive operational management processes

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Simple 6 step approach Step 3
1. List the standard Service Management ITIL
processes and functions
2. Add other relevant ITIL processes to the list
3. Identify and add supplementary processes and
functions
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Identifying Primary Activities
Standard ITIL processes/functions
Supplementary processes/functions
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New Services and Systems

• Key responsibilities
• Represent Service Management on project teams for
  new services or new systems,
• Ensure that all Service Management needs are
  built into all projects and changes,
• Represent Service Management on the Change
  Advisory Board (CAB). Other members from Service
  Management may be on the CAB as well, but New
  Services and Systems must be a perennial member,
• Provide feedback to Service Management regarding
  status of all projects and changes,
• Collect and collate from projects and Change
  Management all data and information requested by
  Service Management teams,
• Represent Service Management on all purchasing
  activities, and
• Manage Service Management project templates.

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Process ownership

• Key responsibilities
• Design Service Management processes
• Build Service Management processes
• Document Service Management processes
• Implement Service Management processes
• Maintain Service Management processes
• Manage Changes to Service Management processes
• Resolve Incidents and Problems that relate to
  Service Management processes
• Ensure the ITIL Service Management processes are
  fully integrated
• Monitor and measure the performance and timings
  of Service Management process steps
• Locate and implement the technology used for
  Service Management process steps
• Install the controls needed to ensure that
  Service Management process steps are accurate and
  secure
• Provide education for Service Management
  processes
• Work with the organizational managers to design
  good Work Instructions and Metrics
• Look for ways to continually improve Service
  Management processes

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Asset Management

• Responsibilities are
• Service Management Asset Management and planning
• Identification of Service Management Assets
• Control of Service Management Assets
• Service Management Asset status accounting (as in
  Figure 8)
• Service Management Asset verification and audit
• CMDB back-ups, archives and housekeeping
• Providing a Service Management Asset Management
  service

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SM Governance Management

• Responsibilities are
• Continually research all areas of governance that
  apply to Service Management
• Prepare reports for IT Service Management
  describing current and future governance
  requirements
• Make recommendations to IT Service Management so
  that current and future governance requirements
  are met
• Help build cases to justify Service Management
  governance
• Assist in implementing Service Management
  governance
• Investigate and report on any Service Management
  governance violations

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Technology Support

• Responsibilities are
• Liaise with all of the IT Service Management
  Primary Activities to determine their technology
  requirements
• Analyze and propose technology that meets the
  requirements of the Service Management processes
  and functions as described by the other Primary
  Activities
• Manage the purchasing cycle for Service
  Management technologies
• Implement Service Management technologies
• Maintain Service Management technologies

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Example ITIL Service Management structure
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Account Management

• Responsibilities are
• Act as customer liaison
• Maintain customer profiles
• Manage the customer contact database
• Represent customers within IT
• Ensure that customers understand the deliverables
  and implications of new systems and significant
  changes
• Provide a single point of contact for customer
  communications (except for Incidents)
• Explain, negotiate and agree upon Service Levels
  with the customer

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Simple 6 step approach
1. List the standard Service Management ITIL
processes and functions
2. Add other relevant ITIL processes to the list
3. Identify and add supplementary processes and
functions
4. Group the Primary Activities into logical
Related Activity Groups
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Constructing Related Activity Groups
Service Agreements Management
Asset Management
SM Financial Management
Process Ownership
Problem Management
Release Management
New Services Systems
SM Security Management
Availability Management
Account Management
SM Governance Management
Change Management
Incident Management
Capacity Management
Contingency Management
Service Desk
Technology Support
Configuration Management
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Related Activity Groups
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Remember to Document

• This time RAGs not PAs
• Brief description
• Goals
• Scope
• Activities
• Roles
• Metrics guidelines
• Governing factors

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Simple 6 step approach Step 5
1. List the standard Service Management ITIL
processes and functions
2. Add other relevant ITIL processes to the list
3. Identify and add supplementary processes and
functions
4. Group the Primary Activities into logical
Related Activity Groups
5. Assign each Related Activity Group a name
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Related Activity Group names
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Simple 6 step approach Step 6
1. List the standard Service Management ITIL
processes and functions
2. Add other relevant ITIL processes to the list
3. Identify and add supplementary processes and
functions
4. Group the Primary Activities into logical
Related Activity Groups
5. Assign each Related Activity Group a name
6. Determine your organization structure by
grouping the Related Activity Groups into logical
units
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Logical Organizational structure
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Customized Organizational structure 1
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Customized Organizational structure 2
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Logical Organizational structure
IT Service Management
Service Delivery Management
Service Support Management
Technical Support
Technical Support
Integrity Management
Infrastructure Management
Service Level Management
Service Support Management
Resource Management

• Process Ownership
• Technology Support

• Financial Management
• Security Management
• Asset Management
• Governance Management

• Capacity Management
• Availability Management
• Contingency Management

• Service Level Management
• Account Management
• New Services and Systems

• Change Management
• Release Management
• Configuration Management

• Service Desk
• Incident Management
• Problem Management

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New Ancient
New Ancient
CIO
Pharaoh
IT Service Management
Government Officials
Supervisor of Service Delivery Management
Supervisor of Service Support Management
Supervisor of Technical Support
Soldiers
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New Ancient
New Ancient
Technical Support
Integrity Management
Infrastructure Management
Service Level Management
Service Support Management
Resource Management
Finance, Security, Asset and Governance
Service Level Management
Contingency
Change, Release and Configuration
Process Ownership
New systems and services
Capacity and Availability
Problem
Change, Release and Configuration
Technology Support
Incident
Service Desk
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Ancient and Modern
Pharaoh
The focal point, the pinnacle, the mission
Government Officials Nobles, Priests
The key decision level
Soldiers
Putting the decisions into practice
Scribes
Documentation and finance
Merchants
Communicating with peers and customers
Artisans
Developing and producing technologies and systems
Farmers
Performing the operational activities
Slaves and Servants
Performing the basic support tasks
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Summary

• Like ITIL this is a framework, not a methodology
• Every organization and every Service Management
  organization is unique, and has its own unique
  needs
• Follow these six steps like a mini-project
• And build your own Service Management
  organization with confidence

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The End