Service: Assurance, Management & Evangelism

1. Service: Assurance, Management & Evangelism Joe Kennedy October 10th, 2007

2. Agenda • Service Importance • Service Strategy • Availability Principles • Architecture Process / Service Management Components • Packaging • Communication • Summary

3. IT: Provides Business Context * IT’s struggle: Maintain the status quo • The majority of IT tasks lack business alignment. • SAME provides an opportunity to directly relate IT tasks to business success Utility 22% Enhance 22% Infrastructure maintenance & support 45% Frontier 11% Business needs: Drive the future *Ronnie Corville, Gartner Group: App Management, It’s not just a problem: http://www.gartner.com

4. Business: Opportunities • Profit • Business Optimization & tuning • Business Differentiation • Feedback Mechanism • Partnership building

5. Sales/Revenue Opportunities Profit • SLA Incentives & Penalties • Recent Survey*: • Penalties: 95% • Incentives: 25% • Support Classes • Platinum • Gold • Silver Business Differentiation • Additional Features • High Touch Service • Partnership Integration • Outsource Foundation • Virtual Call Center/Helpdesk • Higher Service Level • Supports Incentives *Gartner Research: Survey of Outsourcing Technology Service Providers, 3.2007; http://www.gartner.com

6. Examples: Differentiator, Optimization & Partnership • Determined set of Business Metrics to measure • Account opening • Time to close ticket • All transaction processing • etc. • Selected Operations tools providing raw data required for metric reporting • Each Vendor product had to provide sample data in format for metrics • Detailed interface specification for metrics created for each data point [..provide detailed analytics around the breakdown of Accounts and Assets, [list]… and Service Level Performance. The system is segmented in four main portals, accessible by both [internal] users and external clients. The Accounts and Assets view provides the user with a breakdown of accounts and assets across [list] both currently and historically…]

7. Optimization / Feedback Feedback / SLA Defense • Late client file arrival • Slow client processing times • Reverse SLA assurance Business Optimization • Processing by operator • Cost by operator / location • Cost by function Begin end

8. Strategy Service Management must be designed into all activities at the planning phase…

9. Define Metrics SLA/SLM Metric Data Point Location Monitoring Service Messaging Server Ticket System Logs Workflow System Log Monitoring Service • Application Availability • Transaction Response Time • Ticket Resolution • Account Opening • Application Response Time + Integration Inventory

10. Availability Principles “Service Levels start with Availability Planning and end in Kaizen…” “The best system in the world is worthless unless it’s available!” “If you haven’t planned for and determined your level of availability, don’t guarantee you can provide it…” 21 Availability Principles – 8 of them specifically feed into the planning and SLM processes [nodes, visibility, encryption/throughput, address spacing, logging, thread tracing, monitoring, general]

11. Management • Planning Process: Architectural Process • Business Application Code: size, complexity and maintainability • Determines SLA capabilities • Estimates maintainability / stability • Distributed Environment Assurance: complexity, data gathering, automation • How complicated is an individual system • How are the individual components connected • Code Control and Deployment • Monitoring • Gathering data on individual component availability/throughput • Gathering data on end to end “Systems Availability” – User View • Communication • Display of gathered Metrics • Feedback Mechanism

12. Architectural Process • Tools & Setup • Reporting / Dashboard requirements driven • Set at process beginning to ensure data availability • Analysis & Review • Shows success criteria at the Service Management level • Provides Dashboard Components • Uptime • Transactions • Response time *KI: The Architectural Process: http://www.doctropolis.com

13. Code Quality • Trends: identify areas of increasing complexity, specific high-risk modules, and prioritize them for testing and rework. • The volatility (or churn) of a production system’s code measures the change and potential risk conferred by maintenance and new development activities. • Volume: Illustrates size, cost of maintenance, represents the basis for defect density. • Growth signals growth in scope, and cost to test and maintain. *Source IQ: Graphs shown derived from a live, open source community project . This project is similar in scope and size to a multi-year effort by a global team to construct a robust, medium-scope, high-performance product.; http://www.sourceiq.com

14. App Server Admin: View suited to role Sys Architect: Tracks assets by location Environment Visibility • Enterprise view • View into unique applications • Visible integration

15. Configuration & Code Management • Shows rate of change/supportability • Feedback mechanism for Enhancement scheduling

16. Monitoring Information Creation

17. Metrics Internal • Availability • Processing Times • Improvement Oppy’s • Cost of Business • Conclusions • New enhancements may require redrafting SLA conditions • Some business apps may be less profitable • Some features may/not be more valuable than anticipated External • SLA Assurance • Conclusions • Reprioritization of open requests • Oppy’s for streamlining • New Enhancement Requests

18. Packaging • Providing an end to end view of the services you are providing to your customer. • Allowing customers to interact with the information you are providing. • Ticket Tracking • IM / Call Center • Immediate Information What’s That… I need Help… That’s Great !

19. Communication • Client Facing Extranets • Online Ticket & Resolution Tracking • Integrated Workflow Solutions • Information Sharing

20. Creating Logical Views

21. Not Data - Information

22. Continuous Improvement Checklist • Collection • Partitioning • Segmenting by application • Reporting by application • Visibility • Allowing customers to see business application metrics • Allowing real/near real time reporting of SLA’s • Communication • Prioritization • Resolution • Kaizen

23. Summary • BSM Starts with Planning • Requires extensive attention to how to create & maintain a service level • Requires data from many disparate areas • Provides significant business information that produces multiple opportunities for improvement • Creates stronger synergies/bonds between suppliers & consumers • Cornerstone for continuous improvement

24. Contact / Questions Joe Kennedy Questions? Email: • joe@kennedyinnovations.com • joe_kennedy@statestreet.com Phone • 617.309.9585 • 781.888.9030 Thank You !!!