How to power IT demand & forecast management using structure service catalogue and ServiceNow

1. 4sl Group
IT Demand Management
30/5/2012

2. About 4sl
 Founded in 2007 and privately owned
 Specialists in Data Protection services and IT Service Management
 Achieved approx. 80 % revenue growth p.a. over the last two years
 65 staff
 Head quartered in London with offices in Lisbon, Houston, Singapore
& service operations center in Chennai
 Clients include Allianz, Atos, BP, Capgemini, Citigroup, Commvault,
Deutsche Bank, EMC, Fidelity International, HSBC, HP, Investec,
Mizuho, RBS, Reed Elsevier, Thomson Reuters, UBS & Unilever

3. Recent ITSM Engagements
 HSBC – reduce end-end-end infra delivery time by 50%. Current state assessment
promoting strategic adoption of service catalogue & request management.
 UBS – global programme to consolidate & standardise global ITSM functions across the
firm. A Service Now implementation incl. incident, problem, service catalogue, request
& change management.
 Unilever – ‘Integrated Case Management’ solution design leveraging a consolidated
service desk solution across all business functions (finance, HR, IT, facilities etc.)
 Deutsche Bank – front office service improvement. Design & implement Service Level
Management (SLM) function & organisation.
 Citi – infrastructure service recharge. Process optimisation & improvement of financial
management & cost allocation.
 Thomson Reuters – improve supply chain & fulfilment. IT asset management (ITAM)
process optimisation & operational change.
 Reed Exhibitions – increase customer satisfaction . Establish ITSM roadmap &
execution plan to leverage Service Now functions incl. reporting, service level
management & service catalogue.

4. 4sl Landscape Transformation
• The IT landscape - and your customers, are changing faster than any other
point in history
 Our Landscape Transformation suite provides insight highlighting early &
ongoing wins
 It is optimal as a package although each offering delivers significant value
on its own

5. Landscape Transformation
Scorecard: What do your customers want?
 Through structured interviews with demand-side stakeholders we identify how
services are rated and quantify the business impact.
 Customer feedback acts as the baseline to measure progress on service improvement
initiatives.
 It also provides the foundation for improvement recommendations.
Profiler: What are you doing?
 Landscape Profiling helps identify how things are actually working.
 Through an in-depth investigation we trace service lines from request to completion.
 This insight exposes hand-offs, bottlenecks, time and costs.
 The output is an accurate reflection of reality & foundational in deciding what to do
next.

6. Landscape Transformation
Optimisation: What should you be doing?
 We create a short to medium term roadmap outlining the most important areas to
tackle first.
 This includes a comprehensive action plan that identifies where buy-in is required,
where the land mines are and what the avoidance strategies are.
 Each optimisation plan is built for short-term wins with an eye to long term goals &
strategic outcomes.
Execution: Do it!
 To ensure results from your optimisation plan we can play a role from oversight to
delivery.
 Leveraging our cross discipline expertise we work closely with your team to ensure
lasting change.
 We provide domain expertise across all process disciplines & tooling solutions.

7. Typical Demand Management Requirements
 Forecasting
– Capture estimated demand data for a 12 month period, baselined quarterly.
– Capture component level detail for CapEx (servers, storage volumes etc.) and OpEx (license
demand, resource, shared services).
 Request
– Data extract from the forecast into a monthly request.
– Data flow from one view to another without needing to repopulate.
 Approval
– Workflow enabling i) Approval from a technology/capability perspective and ii) Financial
approval
 Delivery / Confidence
– Workflow mechanism to track all tasks associated with delivering against a request and
meet SLAs against the request
 Guiding principles
– Data needs to flow consistently throughout the process
– A unique ID needs to flow consistently through the process
– Reporting MI capabilities at all stages through the process

8. Case Study – Demand Management & Service Now
Problem statement
 Financial services client facing major issues reconciling disparate datasets across
multiple tools for global business units. 60% time/effort overhead preparing
consolidated reports for month-on-month, qtr-on-qtr, yr-on-yr estate view.
Response
 Analysis, design & implementation of a future state solution with fully reconciled
view leveraging elements such as:
– Enriched data-model
– Comprehensive/structured service catalogue (standard products)
– Exception based product request (for new product/service offerings)
– Framework link to CAPEX approval process
Outcome
 A dedicated demand forecast application within Service Now, linked directly to
service catalogue for fulfilment, CMDB for infrastructure product/service offerings
and the catalogue items themselves for estate management (i.e.
strategy/justification/planning) along with an integrated solution to the CAPEX
approval process.

9. Case Study – Demand Management & Service Now
 Service Now toolset now provides:
– All underlying data (from an enriched CMDB)
– Automatic linkage across all processes (Forecast/Request/CAPEX)
– Significant cost-reduction in effort; clear, transparent and simplified estate
management reporting.
 Reporting outputs:
– Approved or exception based product and/or service offerings
– Aggregate forecast view based on same underlying dataset (no longer any need
to reconcile dispirit data-sets)
– Discrete view of any forecast item (including status with linkage to all associated
requests)
– Approval status related to any CAPEX spend

10. Service Catalogue & Request Management
Why bother?
 The catalogue acts as a keystone bridging the demand & supply sides of IT services.
 Provides a common structure to communicate across enterprise IT – from developers
to system administrators, project managers & senior management.
 Quality & service characteristics can be burned into to each catalogue request item
(e.g. performance/availability/capacity, delivery SLAs & price).
 Through an enterprise tool (e.g. Service Now) ALL demand side requests can be
directed to single self-service portal.
 Optimise request fulfilment through process workflow & automation for each (or
linked) request items.
 Leverage single data set for reporting (e.g. demand/forecasting, capacity
management, resourcing, performance etc.)

11. Service Catalogue & Request Management
Our Approach
 Develop a service definition template including items such as:
– Description / Functionality
– Service Interface(s)
– SLAs, OLAs & Underpinning Contracts
– Customer Experience
– Dependent Technical Products & Components
– Service Pricing / Cost Allocation model
– Operating Model / Fulfilment workflow
 Populate templates for a catalogue of enterprise offerings based on standard
products & components.
 Ensure formal governance to maintain in line with invest/disinvest roadmaps.
 Aggregate & cluster definitions to promote solution stacks based on known standards
& exceptions.
 Establish operational model leveraging structured requests for end-to-end delivery
(see next slide)

12. Structured Service Catalogue Underpins Request Management Process