MOF Service Management Assessment Diagnostic Participant Overview Client

MOF Service Management Assessment Diagnostic Participant Overview <Client Name> <Date> sma_diagnostic_participant_presentation. ppt

MOF Service Management Assessment Diagnostic Participant Overview Agenda l l l Introductions and objectives Overview of diagnostic process The seven diagnostics Diagnostic rules Questions sma_diagnostic_participant_presentation. ppt 2

MOF Service Management Assessment Introductions and Objectives l l l <Name> Role within <Client> Your assigned problem/opportunity, statements, and diagnostics sma_diagnostic_participant_presentation. ppt 3

MOF Service Management Assessment Problems/Opportunities* and Diagnostics <Problem/Opportunity #1*> <Associated diagnostics list> <Problem/Opportunity #2*> <Associated diagnostics list> <Problem/Opportunity #3*> <Associated diagnostics list> <Problem/Opportunity #4*> <Associated diagnostics list> <Problem/Opportunity #5*> <Associated diagnostics list> *From the Vision/Scope document sma_diagnostic_participant_presentation. ppt 4

MOF Service Management Assessment Approach From Problem/Opportunity to Proposal to Roadmap 1. P/O*1 Initial P/O statements from Vision/Scope. 2. P/O 2 Each P/O 1 rephrased based on diagnostic data. 3. P/O 3 Each P/O 2 rephrased based on SOSMART criteria. 4. PRO**1 Initial proposal statements for each P/O statement. 5. PRO 2 Each PRO 2 rephrased based on SOSMART criteria. *P/O = Problem Opportunity Roadmap of qualified solutions to. Proposal qualified You 6. are here **PRO = (data. Roadmap gathering problems. via diagnostics) sma_diagnostic_participant_presentation. ppt 5

MOF Service Management Assessment Overview of Assessment Phases 1. Data Gathering l Identify problems and gather supporting data 2. Problem Qualification l Further qualify problems 3. Proposal Qualification l Create qualify proposals (You are here) 4. Roadmap Commitment l Prioritize proposals and commit to action 5. Roadmap Execution Action, updates, adjustment, communication 6 l sma_diagnostic_participant_presentation. ppt

MOF Service Management Assessment Diagnostic Approach 1. P/O 1 (Initial P/O statements from Vision/Scope) <P/O statement 1> <P/O statement 2> <P/O statement 3> <P/O statement 4> <P/O statement 5> 2. Your Data generated by the Diagnostic process 3. P/O 2 (P/O 1 rephrased based on diagnostic data) To be completed by the assessor To be completed by the assessor sma_diagnostic_participant_presentation. ppt 7

MOF Service Management Assessment Seven Diagnostics to Qualify Problems/Opportunities Diagnostic Examines: “Is there an issue with…” 1. Services - Stakeholder A particular stakeholder or View stakeholders? 2. Services - Customer A service from the customer's view? View 3. Services - Provider A service from the provider’s view? View 4. Services - Platform and A particular platform or life-cycle Life-Cycle phase? View 5. Process - Governance Process governance mechanisms? View Note: Diagnostics (and subsets of diagnostics) are selected for 6. Process - Performance Process practices/artifacts that are application only where they support further qualifying identified View missing 8 problems opportunities sma_diagnostic_participant_presentation. ppt

MOF Service Management Assessment Diagnostic Questions For each assigned problem opportunity statement and for each assigned diagnostic, consider the following questions, and enter the resulting data on the participant response template: Ø Ø Ø Where specifically does the problem or opportunity lie? Who is affected? In what way? By how much? What evidence supports this data? sma_diagnostic_participant_presentation. ppt 9

MOF Service Management Assessment 1. Services – Stakeholder View u Does this issue reside within a particular stakeholder group or groups? Stakeholder Stake Shareholders End-Customers The Board Top Management IT Customers IT Users IT Management Development IT Operations IT suppliers Problem Effect Evidence sma_diagnostic_participant_presentation. ppt 10

MOF Service Management Assessment 2. Services – Customer View Is the issue the result of the difference between the customer’s or user’s perception and what the service delivers? The service quality expected by Customers The service quality expected by Users The service quality perceived by Customers The service quality perceived by Users The Provider's perception of the service quality expected by Customers The Provider's perception of the service quality expected by Users The service quality specified by the Provider The service quality delivered by the Provider The service quality communicated by the Provider The gap between any of the aforementioned service aspects sma_diagnostic_participant_presentation. ppt 11

MOF Service Management Assessment 3. Services – Provider View l l l Does the issue lie within a component of a service or services? An internal view of the service Examines service quality from the provider’s view Profit Value Business Need Customer Sat Customer Business Unit Service Level Agreement Services Service Mgmt Processes Systems Applications Databases Networks SM Tools Service Level Manager SLAs OLAs UCS Internal/External Service Providers sma_diagnostic_participant_presentation. ppt 12

MOF Service Management Assessment 4. Services – Platform and Life-cycle View Does the issue lie within a particular platform component or within a particular IT life-cycle phase? Platform Component l Storage l Telecomm l Network l Database l Application l Infrastructure l Client l Server l Web/Internet l Documentation l Procedures l Tools to manage these components Life Cycle Phase l Evaluation l Procurement l Define l Design l Development l Deployment l Delivery (Ops) l Decommissioning l Testing l Maintenance l Improvement l Support l Administration l Training l Automation sma_diagnostic_participant_presentation. ppt 13

MOF Service Management Assessment 5. Process – Governance View Does the issue lie within process metrics (CSFs/KPIs) or governance mechanisms? Example: Configuration Management Governance CSF Control of IT assets KPIs l l l. Project/Program l. Quality Percentage reduction in number of configuration item (CI) attribute errors found in configuration management Database (CMDB) Percentage increase in the number of CIs successfully audited Percentage improvements in the speed and accuracy of audit Reduction in the incidence of unauthorized equipment detected l. Org Change l. Assessment/Audit l. Risk/Value l. Communication l. Marketing/Sales l. HR/Workforce l. Goals and Metrics l. Strategy/Standards l. Reporting l. Escalation l. Monitoring/Control l. Policy/Codification l. Knowledge sma_diagnostic_participant_presentation. ppt 14

MOF Service Management Assessment 6. Process – Performance View Does the issue lie within missing or inadequate base practices and work artifacts such as change management practice: change approval; artifact: RFC form? sma_diagnostic_participant_presentation. ppt 15

MOF Service Management Assessment 7. Process – Capability View l l l Does the issue result from the process capability maturity not matching business needs? Can include ISO 15504, CMM, COBIT, Gartner IMM Used to locate problems/opportunities rather than to assign ratings. Using ISO 15504 as an example, the diagnostic asks: Ø Ø Ø Ø Is the process incomplete? Is the process not managed adequately? Are the work products not managed correctly? Are the processes not defined clearly? Are process resources not up to task? Is the process unpredictable because, for example, it is not managed by metrics or to process controls? Is the problem that the process is not aligned with the business and not continuously improved? sma_diagnostic_participant_presentation. ppt 16

MOF Service Management Assessment Diagnostic Ground Rules l l l Information shared is confidential. Read instructions included with diagnostics. Complete contact information. sma_diagnostic_participant_presentation. ppt 17

MOF Service Management Assessment Contact Information Questions or comments? Ø Ø Ø <Consultant Name> <Phone Number> <E-mail> sma_diagnostic_participant_presentation. ppt 18

MOF Service Management Assessment Questions? sma_diagnostic_participant_presentation. ppt 19

© 2006 Microsoft Corporation. All rights reserved. This presentation is for informational purposes only. Microsoft makes no warranties, express or implied, in this summary. sma_diagnostic_participant_presentation. ppt 20

Supporting Slides sma_diagnostic_participant_presentation. ppt