IT Demand and Delivery Management
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BearingPoint and CA offer IT Demand and Delivery Management (DDM) capabilities to align business and IT value chains by optimizing and integrating three IT domains: IT Service Management, IT Asset Management, and Project Portfolio Management. Their approach involves developing a target DDM architecture and roadmap to progressively increase maturity in each domain, integrate them, and introduce overarching processes to further align IT with business needs. This provides benefits such as increased agility, optimized costs, and improved operational excellence.
IT Demand and Delivery Management
- 1. BearingPoint - CA IT Demand and Delivery Management (IT DDM)
- 2. 1© 2006 BearingPoint and CA confidential Overview IT Demand and Delivery Management (DDM) is a set of IT Management capabilities that align Business and IT Value Chains DDM Optimizes & Integrates three IT Domains to Align IT with the Business BearingPoint & CA offer unique Business Value by Bringing a deep & common understanding of the problem & the solution elements Leveraging existing IP to customize a Target DDM Architecture and an Actionable Roadmap that progressively increase the maturity in each Domain, integrate them, and introduce overarching processes to further align IT with the Business Accelerating the roadmap execution and the DDM solution implementation via a phased approach bringing value both in the short and longer terms Alignment Integration Maturity IT Service Management IT Asset Management Project Portfolio Management IT Demand & Delivery Management (IT DDM) Agility Costs Operational Excellence Risks
- 3. 2© 2006 BearingPoint and CA confidential Agenda Problem Statement Solution Approach Value Proposition
- 5. 4© 2006 BearingPoint and CA confidential The IT Demand & Delivery Value Chain is Broken IT Factory Issues • Service Levels not adapted • Reactive • Lack of financial feedback • Lack of data • Resources & Assets not adapted • Misaligned budget Demand Issues • Inflated requests • Unclear requirements • Duplication • Lengthy fulfillment • Undefined services • IT inability to commit • Inability to forecast • Inability to prioritize • Lack of planning Delivery Issues • Not meeting Requirements • Budget overruns • Unfulfilled expectations • Business needs changes • No measurement of success Business IT Demand Delivery Factory
- 6. 5© 2006 BearingPoint and CA confidential Functional Challenges The Underlying Processes Lack Maturity and Integration IT Service Management IT Asset Management Project Portfolio Management Lack of Domain Maturity & Integration CostRecovery ImpactAnalysis AvailabilityMgmt AssetOwnership Configuration CapacityMgmt ValueMgmt ProjectExecution RiskManagement • Inconsistent metrics leads to inconsistent prioritization of improvements • Inaccurate “total value” assessment creates silo investment strategies • Lack of organized change capability crimples organization’s agility • Limited forecasting reduces cost economies and increases overhead • Challenges in visibility to resource scheduling increases SLA violations • Ineffective communication of goals top-down and issues bottom-up • Process segmentation creates challenges in third-party management
- 7. 6© 2006 BearingPoint and CA confidential The DDM Problem Impacts The Business REZA Agility Cost / Budget Optimization Operational Excellence Risk Mitigation Business IT Demand Delivery Factory Broken Value Chain IT Service Management IT Asset Management Project Portfolio Management Lack of Maturity & Integration • Delayed and sub-optimized integration after M&A as integration points are not identified in time • Delay and reduced functionality in launching new offerings due to the lack of an efficient IT Delivery solution to support them • Lack of financial transparency leading to regulatory non- compliance and business risks •Regulatory compliance & risk analysis can not occur efficiently without real-time reporting capabilities •Incomplete security/regulatory audit trails directly effect the availability and accuracy of risk/compliance reporting • Operational Excellence not achieved as no control of the underlying Business and IT architecture has been efficiently realized. • Limited cost savings and budget optimization due to a lack of integration of financial information •Unnecessary costs are incurred as new investment requirements can not be accurately matched to available IT and Business resources •IT cannot suggest cost savings based on project rescheduling due to inadequate resource lifecycle management
- 8. Solution
- 9. 8© 2006 BearingPoint and CA confidential Aligning the IT Demand and Delivery Value Chain DDMDDM DDM DDM IT Service Provider Business Client & Partner Production IT DDM enhances and coordinates various steps of the demand and delivery value chain Services Offering aligned with the Demand and Business Imperatives Effective usage of the production systems and resources Efficient and cost effective delivery of the services while meeting SLAs Business Strategy IT Strategy Resources Demand Delivery Offer Contracts / SLA Service Factory
- 10. 9© 2006 BearingPoint and CA confidential IT Demand & Delivery Management • Operations Management • Financial Management • Demand Forecasting • Performance Management • Risk Management • Demand Influencing Demand Service Factory Delivery Developing & Driving Towards a Target State DDM Process Conceptual Architecture • CI info • Asset costs for service provisioning • Service capacity & usage forecasts • Procurement process info Services Assets People Resources Infrastructure Cash • Asset demand forecasts • Repurposed assets • Asset repurposing opportunities / abilities • Asset value (for capital need forecasts) • Procurement process info PPM • Project Mgmt • Portfolio Mgmt • Human Resources Mgmt • Financial Mgmt • Request Mgmt ITSM • Incident Mgmt • Problem Mgmt • Change Mgmt • Release Mgmt • Configuration Mgmt • Availability Mgmt • Capacity Mgmt • Service Level Mgmt • Financial Mgmt • IT Service Continuity Mgmt • Planning • Request and Authorization • Purchasing • Receiving inventory • Setup Installation • MAC Support • Maintenance & Upgrades • Retirement ITAM • Release to production process • % Capital to Operational roll over • Service design options (architecture) • New service requests • Service parameter changes • Service usage forecast Vendors
- 11. 10© 2006 BearingPoint and CA confidential Business Metrics Demand • Revenue Increase • Decreased TCO • Competitiveness (optimized time to market) Factory • Reduced cost of operation • Reduced cost of development • Increased Effectiveness • Quality Goals Met Delivery • Value Delivered • Project Delivered • Customer Satisfaction • Successful Audits • SLA’s Met IT DDM Target Performance Metrics PPM • IT Spend efficiency • Human Resource & skills Mgt • Project Efficiency • Portfolio Alignment • Regulatory Compliance ITSM • Responsiveness • Efficiency • OLA’s Met • Resource Utilization • Successful Changes • Reduced MTTR • Increased MTBF • Audit Compliance • Total asset cost • Cost of conducting / maintaining inventory & audits • Cost of managing contracts • Cost of compliance • Total lease costs ITAM • Accurate capacity & usage forecasts • Critical resource prioritization • Cost savings from early resource allocation & investment planning • Reduced capacity overruns • Reduced new service provisioning cost • Reduced SLA violations due to capacity issues • Increased assets utilization • Reduced numbers of rushed purchases • Increased capital Investment protection Operational Metrics IT Demand and Delivery Management
- 12. Approach
- 13. 12© 2006 BearingPoint and CA confidential Strategy & Roadmap efforts are the 1st step in our overall approach to deploying DDM Processes & Organization Workstream Technology & Facilities Workstream Design Build DeployStrategy Operate Strategic Plan & Roadmap Development Manage Work Stream (Program, Project, Quality & Change Management) Operations & Continuous Improvement DDM Project Lifecycle Review current state and identify quick hits Define the target state Develop an actionable implementation roadmap Plateau 1Plateau 1Plateau 1Plateau 1 Plateau 2Plateau 2 Plateau 3Plateau 3 Plateau NPlateau N Plateau 2Plateau 2Plateau 2Plateau 2 Plateau 3Plateau 3Plateau 3Plateau 3 Plateau NPlateau NPlateau NPlateau N
- 14. 13© 2006 BearingPoint and CA confidential SourcesActivitiesKeyDeliverables Information Gathering Current State Review & Benchmarking Target State Development GAP Analysis Business Case Questionnaires & Surveys Existing Documentation BE & ITIL “Best Practices” Tech. Research & Industry Trends ROI Research “Current State” Assessment - Operating Model - Processes - Technology - Organization - Facilities Current State Survey Templates Future State - Vision - Principles - Architecture - Technology Business Case - Scope - GAP Addressed - Requirements - Benefits - Deliverables - Risk Analysis - Return On Investment GAP Analysis - Implementation Maturity Roadmap - Target Maturity - GAP Analysis - Process - Technology - Organization - Facilities Transition Planning Strategic Roadmap - Scope - Plateau Definitions - Implementation Plan - Dependencies - Timeline/Resources Past Implementations & Research BE & ITIL “Best Practices” DDM Strategy Detailed Approach
- 16. 15© 2006 BearingPoint and CA confidential IT Assets IT DDM optimizes/aligns the 3 DOMAINS of: IT Service Delivery (Service Catalog, Assure, Accounting) IT Asset Management (UAI, UAM, Argis) IT Project & Portfolio Management (Niku Clarity) BE & CA do the following to deliver the client unique Business Value: INCREASE the maturity in each DOMAIN INTEGRATE the DOMAINS ADD overarching DDM IP to improve IT’s impact on the BUSINESS By managing these in concert, not independently, IT DDM delivers true BUSINESS value: Effectively Manage/Forecast IT Demand (brings a level of insight previously unavailable) Increase Business Agility (Align IT with the LOB’s) Cut/Optimize IT Costs (untapped economies of scale are now realized) Decrease Risk (holistic IT landscape view, enables better decision-making) DDM Value Proposition Summary
- 17. 16© 2006 BearingPoint and CA confidential IT Assets Why BearingPoint & CA? - Experience of doing this type of project CA & BE have strong references across all industries in the spaces of Asset, Service, & Proj/Port mgt, and the integration thereof. - Methodologies which capture and use this experience CA & BE use best-practice approaches (e.g. Service Management & ITIL) to address the domains of IT DDM. BearingPoint brings real world-tested, industry-specific IP and methodologies in delivering IT DDM We have created joint IT DDM process IP - Complete & Open Technology enablement CA has market-leading technology across all of these Domains CA tools are all open and can be easily integrated with existing 3rd party software. - No one else can deliver the IT DDM vision decisively and cost-effectively today. There has never been a truly viable & realistic solution to “align IT with the Business”…until now