SMF India
Considerations for Service Design
in an "as-a-Service" world
Gagan Jain
Associate Director, IT Service Transformation
vwowwuitsmfindia.in #ITSMFIND15itSMF india
Meet Your Speaker
= Service Transformation consultant at Brillio
"IT consulting firm focused on Data and Digital Domain
= Global ITSM & technology consulting experience across US, Europe, Middle east, India, Far East Asia and West
Africa !
"14+ years in IT industry
+ Accredited ITIL trainer
= Certified in Project Management, Technology and Quality Management Frameworks
= Provides Integrated & contextual IT Solutions in the
areas of
7 1 * Big data Analyti
About Brillio + figee’es
= 10T
* Cloud & DevOps
vwnmattsmfindiain + Leveraging deep learning automation brillioitSMF India
Agenda
= Everything as a service
= Value of Service Design
= Elements of service design
= What's changing in Service Design in new world order ?
= Implications for the IT enterprises
wvwitsmfindia.in brillioAudience Poll: Why is as-a -service so popular ?
1 Management is easier/ Its cheaper
TI User Experience
IH Rest of the world is doing it/ Latest Fad !
1 Dictated by business
wvwitsmfindia.in brillioitSMF. India
Everything as a service !
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Time for Internet of Services (IoS) !
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Term already coined in 2008
brillioTrends driving as-a-service IT
vwowwuitsmfindia.in
On Demand- Anytime,
Anywhere
Self Service
Service Oriented
Architectures
Interoperable
Software Defined Everything
Velocity Focused
API-based Management
itSMF india
Industrialization Of IT
brillioitSMF. India
Value of Service Design : Different Dimensions.
Eb
ay,
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User centered Services Efficiency
Well designed services enable effective service strategies. Effective design contributes towards the provision of quality
services that deliver the results the customer requires, within real business constraints such as time and money
wornitsmfindla.in brijioElements of Service Design
Business
Requirements t
Business Value
Service Design
=
a
voting Cost Organizational Technical ‘sks Communication brillioThe New World order...
Thebes
Buses tk
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vwowwuitsmfindia.in
Changing Role of IT: from provider to Custodian
brillioitSMF
What's Changing in Service Design in new world order !
= Service Definition is user oriented
= Service mapping/Modelling ?
= Actionable Service Catalog driven
= Differentiation between Business Service & IT Vv =
service
= Service Ownership
= Roles/Personas ( Service architects/Designers )
i = Agility in Service Lifecycle
= Design for iterative development
b, 4 = Design for Automation
brillio
vwowwuitsmfindia.initSMF
What's Changing in Service Design in new world order !
= Service Management
= Service/Process/Data Integration
= Webservices & SOA
= Enterprise SLA’s vs aaS provider SLA’s
= Difficult to Negotiable Security requirements
= Change in Governance & reporting
= Design for changed Operations
wvwitsmfindia.in brillioitSMF india
Implications for IT enterprises
1. Risk of service ownership is transferred to buyer Complexity (red)
+ Operating Model Risk Sousanns
+ Commercial Risk
Legal Risk
2. Demonstrating Business Value
= Mapping of business Key performance Indicators with IT
Key performance indicators \
3. Impact on Existing service value chains
* Impact on utility & warranty of interfacing service value
streams
a ee
4. Service integration
* Multiple cloud Services...User Choosing the platform
* Cloud Service brokers/ Service Integration =
Tr Functions
wuwwitsmfindia.in rillioitSMF india
To Summarize
+ Design IT services when going as a Service way
Y Enables Business Outcomes in a defined/ Demonstrable way
Y Easy to consume by end users
Y Can be designed to deliver/sustained
Y Can be integrated and managed seamlessly
wvwitsmfindia.in brilliovwowwuitsmfindia.in
Thank You
For additional information on IT Service Management in new world order
please contact ~
Gagan Jain
Gagan jain@brilio com
wwwerillio.com
#ITSMFIND15 brillio