Service Delivery and Process Automation

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This presentation provides the audience with practical advice on introducing Service Management aligned Process Automation into their business environment. The presentation outlines the roadmap of activities that must be performed to ensure the business drivers for success are achieved in a manner that will compliment existing Service Management solutions, without compromising the existing day to day activities and integrity of the service provided. It identifies the stages that must be performed prior to implementing a solution and a number of the pitfalls that must be avoided.

The presentation will describe how, by defining a clear set of business aligned services (in a Service Catalogue) and defined and agreed metrics (via Operational Level Agreements and Underpinning contracts) significant improvements can be realised in the reporting of IT service performance against business need. We will discuss how this is done by extracting optimum benefit from existing service management tools (such as ticketing systems and change tools) by aligning the Category\Type\Item structures they use at a high level with business agreed terminology.

This presentation provides practical insights and guidance on how to approach process automation in support of incident, problem, change & configuration management, and/or asset management from a business goals, technology, organizational, and process perspective. It looks at the relationships between CMDB Systems, different approaches to process automation, and specific cultural and organizational concerns. Finally it will focus on demonstrating business value and benefits while setting realistic expectations.

During this session, Matthew Burrows will explore the various challenges (such as automating business processes), examining trends and changing customer behaviour/requirements (including self-service). He will also look at strategies for the survival of technology departments, changing accountabilities, and the need to further develop core Business Service Management (BSM) capabilities (including Business Relationship Management and Service Modelling).