Gartner recently concluded that CIO’s Must Move IT From an ITIL Operational View of Services to a Strategic Business Focus

For those of you that have followed my post and even possibly read “Deliver Business value with IT” I could not agree more.

Suzanne Adnams, Katherine Lord conlude that “CIOs must move beyond an ITIL operational view of services if they want to communicate value, guide IT management decisions and mature the IT organization toward a strategic business focus.

Key Challenges CIOs pursuing service-optimized IT organizations must be able to communicate strategic business value to executives and stakeholders, as well as to the IT organisation.

The IT organization cannot move from process-optimized to service-optimized unless the de notion of services evolves from an IT operational focus to a business focus.”

From a business perspective it is key to build you service catalogue around business (often composed by service bundles that would include business and IT services such as HR on / off boarding) and IT services including cloud (to avoid cloud sprawl).

Within this frame it is critical to assure:

– the time to delivery of requested business and IT services and the ability to address bottlenecks in real time https://www.youtube.com/watch?v=xOWRZyM1sjU

– as well as ensure to have an acceptable business and IT incident management time to resolution with the ability to drill down to solve bottle necks in real time https://www.youtube.com/watch?v=RYHDOtv289A

Northcraft Analytics provide a best in class solution with actionable KPI’s presented in executive friendly scorecards with 1500 + Key Metrics and Key performance indicators where our pre-built Hybrid OLAP (HOLAP) BI Applications scale to meet the needs of very large IT organisations, such as ExxonMobil, Cox Enterprises, Novartis, Turner Broadcasting

Data can be presented in any format and to the required audience in a number of visual forms, can be leveraged from Microsoft Dynamics, Service Now, BMC, and installation can be on premise or on cloud and a data example can be spun up on AWS in a matter of minutes. That is we can build a demo with your data in a matter of minutes.

If you have planned to migrate from BMC / HP / CA to Service Now Northcraft gives you enough visibility to ensure services levels remain acceptable.

Northcraft permit to ensure executive buy in and effectively address bottle necks in how services are delivered and avoid “ticketing fatigue” that is when users no longer bother to submit a ticket and ensure that you run a best in class service organisation.

Do let me know would you have a defined need and 30 minutes for me to talk you through the logics. Shoot me an email @ martin.palmgren@northcraftanalytics.com

Gartner recently concluded that CIO’s Must Move IT From an ITIL Operational View of Services to a Strategic Business Focus

How actionable are your IT KPI’s?

Actionable KPI’s are business critical and the reason why have accepted to step up as Director EMEA for Northcraft Analytics but I will continue to work with the providers that I support.

 
The short version is that Northcraft Analytics permit effective dynamic “Big Data for IT” reporting and analytics with actionable KPI’s where native reporting from BMC, ServiceNow and HP does not and I thought that you could find this of interest.
 
The key differentiator between Northcraft Analytics and for example Service Now reporting is that ServiceNow propose basic reporting with a cost notion tagged to it where Nortcraft permit to follow:
 
– the time to delivery of requested services and the ability to address bottlenecks in real time https://www.youtube.com/watch?v=xOWRZyM1sjU 
 
– as well as ensure to have an acceptable incident management time to resolution with the ability to drill down to solve bottle necks in real time https://www.youtube.com/watch?v=RYHDOtv289A
 
 
Northcraft Analytics provide a best in class solution with actionable KPI’s presented in executive friendly scorecards with 1500 + Key Metrics and Key performance indicators where our pre-built Hybrid OLAP (HOLAP) BI Applications scale to meet the needs of very large IT organisations, such as ExxonMobil, Cox Enterprises, Novartis, Turner Broadcasting  http://www.northcraftanalytics.com.
 
Data can be presented in any format and to the required audience in a number of visual forms, can be leveraged from Microsoft Dynamics, Service Now, BMC, and installation can be on premise or on cloud and a data example can be spun up on AWS in a matter of minutes. That is we can build a demo with your data in a matter of minutes.
 
If you have planned to move from BMC / HP / CA to Service Now Northcraft gives you enough visibility to ensure services levels remain acceptable.
 
Northcraft permit to ensure executive buy in and effectively address bottle necks in how services are delivered and avoid “ticketing fatigue” that is when users no longer bother to submit a ticket and ensure that you run a best in class service organisation.
 
The below introduction should give you a good overview of how to leverage your ServiceNow / BMC / HP / CA / ITOM investment and this video will give you an idea what can be achieved by this what have been qualified as “very cool product” if you have too much haystack and not enough needles this is for you: 
 
– Business Intelligence Applications for IT: https://www.youtube.com/watch?v=SRNyPNK_HJc
– Tableau ServiceNow Executive Dashboard: https://www.youtube.com/watch?v=RYHDOtv289A
– Best Practices for Dashboard Creation : https://www.youtube.com/watch?v=I1vLViBzOms
– Real time dashboards in excel for IT: https://www.youtube.com/watch?v=1CU_OJbpUAk
– ServiceNow Request Management Measurement: https://www.youtube.com/watch?v=xOWRZyM1sjU
– PowerBI + ServiceNow + Northcraft Analytics = Amazing (Incident Management): https://www.youtube.com/watch?v=YrJZhh0bqeY
– More Incidents, Lower Average Resolution Time? https://www.youtube.com/watch?v=RkOlDxIn15Q
– Live Relative Date Filtering in Excel with Northcraft Analytics: https://www.youtube.com/watch?v=ZrDnikElk9g
– IT Mashup! Events & Configuration Items: https://www.youtube.com/watch?v=hGVZGcv_-fY
– Live Relative Date Filtering in Excel with Northcraft Analytics: https://www.youtube.com/watch?v=ZrDnikElk9g
 
Northcraft Analytics is a Gartner leader and you will find the Gartner report towards the end of the enclosed white paper booklet that would also provide more granular technical information.
 
One of the key challenges we often see with data collection into a data lake / reporting environment is the maintenance of the ETL layer. For example : new fields are added, labels of fields are modified, field types/length, relationships, etc. traditional ETL tools require a lot of effort.
Northcraft provides a solution that is pre-built, incremental, parallel and handles exceptions.  80% of our development effort is the ETL for the enterprise applications we support.
 
If you have sample data we can spin it up in AWS in a matter of minutes to showcase:
Bottom line is that Northcraft Analytics is the only solution on the market that leverage what you have in place and validate / valorise the investment that you have done in:
        ServiceNow / BMC / HP  
        ITOM analytics and IT Call Centre.
 
        SharePoint – We have pre-built high performance dashboards built on Performance Point.
        MS Office – We turn Excel from a static spreadsheet utility into a live & real-time report tool.
        SQL Server (we are built entirely on the Microsoft BI Stack) – 100% of our code is written in the Microsoft BI Development Studio (SSDT in SQL 2012 and beyond), helping us to fit nicely within the enterprise architecture standards of large organizations.  We continue to be a Microsoft partner.
        PowerBI – PowerBI is the Tableau killer.  It works on every mobile device, offers live data in the cloud or on premises (through Javascript API), offers connectivity to cloud and on-premises data sources and fully supports Northcraft Analytics solutions for IT because we are built upon the MSBI stack.

Do let me know would you have a defined need and 30 minutes for me to talk you through the logics. Shoot me an email @ martin.palmgren@northcraftanalytics.com

How actionable are your IT KPI’s?

Why (BR)EA (XIT) might not be the right approach for IT

Personally I do not think that (BR)EA (xit) is the right approach. I put out deliver business value with IT accompanied with hands on blu prints that you can find @ https://flevy.com/author/mpalmgre/road-maps-15 Tom Graves have done some good work. ITIL is moving in the right direction so is COBIT and the TOGAF community with IT4IT that I have addressed in a previous post @ https://deliverbusinessvaluewithit.com/2016/05/17/bi-modal-it-that-is-how-do-we-support-rapidly-emerging-business-needs-and-keep-the-lights-on/ gives a good frame. I personally believe that a more service based approach is needed that is rather than to try to map all processes we need for focus on key processes and emerging business critical processes that deliver value for the business.

Why (BR)EA (XIT) might not be the right approach for IT

Bi Modal IT – that is how do we support rapidly emerging Business Needs and keep the lights on.

We have over the last couple of months seen a raging debate of the practicability and pertinence or non pertinence of a bimodal IT Business Model with the objective to support rapidly emerging Business Needs and keep the lights on.

 
Bottom line is that we need to keep IT running to address “Business as usual” that is update ERP, CRM, Financial Applications but also attend to business needs as well as address new emerging business opportunities.
 
Lack of visibility, trying to figure out if applications run, are optimised and and hit the ground running full on “Digital” and mobile that is customer facing but also where internal apps deliver an optimised customer experience has emerged as a priority.
Within the frame of an internal, hybrid and or external cloud, are IT responsible for the IT infrastructure only or also that the applications are up and running and the overall cloud operation optimised “as a service”?
 
 
In order to address bi modal IT we have opted for the following approach where we work with some of the worlds most innovative, largest and most prestigious companies:
 
 
Service brokerage including cloud services. How do you address business, IT and cloud services where  we have delivered a number of projects where we have leveraged a best in class front end for complex Business / IT services where existing solutions have demonstrated teething problems notably within the frame for a shared service centre where we have leveraged best in class IT ticketing back ends such as Service Now, BMC Remedy, HP Service Manager with best best in class service reporting and Digital & Application Performance Management.
I believe that this IT4IT intervention “How to run a professional IT shop” by Rob Akershoek resumes the perimeter covered well and so does his much appreciated intervention for the open group on IT4IT https://youtu.be/ekW24s1t2v8 :
 
How do we: 
–  Maintain and publish a unified service catalogue
– Provide a self service portal for consumers to request IT services
– Maintain subscriptions and access rights
– Streamline and automate the end-to-end request fulfillment process; and orchestrate delivery across multiple internal and external service providers
– Monitor actual consumption and cost
– Provide showback and chargeback to influence consumption
– Automatically update and maintain the CMDB and subscription administration
 
Key related ITIL processes to the Request to Fulfill IT Value Stream:  
– Service catalogue management
– Request Fulfillment
– Access Management
– Release and Deployment management
– Change management
– Capacity management
– Supplier management
– Service asset & configuration management
– Financial management for IT
 
Key related concepts:  
– IT4IT Reference Architecture
– Continuous delivery (CD)
– Request fulfillment (ITIL)
– Identity and access management
– DevOps
Do drop me a line @ martin.palmgren@communicatethecompany.com would you like to understand how we have delivered best in class service brokerage for some of the worlds most prestigious and innovative companies.
Cheers Martin


A recognized thought leader please find my contribution @   www.deliverbusinessvaluewithit.com affiliated with the book by the same name that you can find @ https://flevy.com/browse/business-document/deliver-business-value-with-it-design-build-and-run-effective-it-strategy-execution-to-business-needs-294  together with specific roadmaps to hit “the road running” with a best in class blue print leveraged in a number of spin offs and strategic road maps based on work that I have performed for clients that would include well know fortune 50 to 500 @ https://flevy.com/browse/business-document/design-build-and-run-an-effective-it-service-strategy-to-business-needs-279

 

Bi Modal IT – that is how do we support rapidly emerging Business Needs and keep the lights on.

Are you driving your SAP, Application and even Cloud landscape from the backseat or even the trunk (that is black box)?

SAP sit as the backbone for the upper part of the worlds largest organizations yet most CIO’ pilot their SAP performance in a “black box” that is they have no idea of how the software performs, which modules works and in they “talk to each other” (connection) as well as to applications that are not a part of the SAP landscape until users indicate that this is not the case.

If you are moving for an internal hybrid cloud the ability to not only provision private / Amazon AWS private cloud the provisioning of WM’s is critical but you also need to be able to tell if applications are up and running and “talk to each other” as they should.

How can you provide and end to end service to the business unless you have a firm handle of the driving wheel and a dash board that demonstrates performance in realtime that you can pull up on your smartphone in the middle of the night as needed and share reporting with the business side in seconds, have incidents reports as well as alerts sent to the person responsible via mail / sms in real time so that they can intervene in a timely manner that is within minutes after an application or “connection” goes down?

If you are a CIO / IT / Business executive and tired of driving your SAP, Application and even Cloud landscape from the backseat or even the trunk (that is black box) drop me a line @ martin.palmgren@communicatethecompany.com .

Cheers Martin

Are you driving your SAP, Application and even Cloud landscape from the backseat or even the trunk (that is black box)?

From 360 million to 43,6 billion transactions in 3 years! Is Mobile to Mainframe killing your IT budget?

THE SITUATION – Mobile growth drives costly Mainframe expansion!

Key fact:  From 360 million to 43,6 billion transactions in 3 years! On average, every logon from a mobile device initiates 15 transactions on the mainframe. What is the potential impact of this increased workload?

THE OPPORTUNITY – What savings can IBM’s Mobile Workload Pricing offer?

It is not just about cost but about predictability. Capacity planners have been extremely accurate in the past but now we are hearing companies upgrade only to find that 6 months later there is a need to upgrade again.

This is both disruptive and costly.

THE CHALLENGE– how to leverage IBM’s Mobile Pricing?

IBM has introduced a new Mobile Workload Pricing to enable businesses to target mobile transaction running on the mainframe at 60% reduced cost!

However there is a bit more to this….there remains a key question: 

How do you separate the mobile workload from the rest and how does Mobile Workload Pricing work? – We will calculate the 4-hour rolling average of the reported mobile transaction general purpose processor time consumed by the Mobile Workload Pricing Defining Programs and subtract 60% of those values from the traditional sub-capacity MSUs for all sub-capacity eligible programs running in the same LPAR(s) as the mobile workloads, on an hour-by-hour basis, per LPAR. The program values for the same hour are summed across all of the LPARs in which the program runs to create an adjusted sub-capacity value for the program, for the given machine, for each hour.’

THE SOLUTION:

Step 1 : Discovery – you will need to trace your mobile activity and find out which programs will be eligible to be included in the list that IBM approves.

Step 2 : Monitoring – you will need to trace every transaction in the 4 hour period to show exactly what workload is hitting each LPAR and CICS region

Step 3 : Reporting – once a month you will have to submit a report to IBM which takes into account the eligible workload that can be discounted

Combine:

  • Resident agent monitoring for the mobile device, distributed application tiers and into the CICS and IMS on the mainframe.
  • Patented 24×7 always on transaction tracing and accounting in production with consolidated Mainframe Mobile Workload Tracker dashboards.

Drop me a line @ martin.palmgren@communicatethecompany.com if Mobile to Mainframe is killing your IT budget and you want to address this.

Cheers Martin

From 360 million to 43,6 billion transactions in 3 years! Is Mobile to Mainframe killing your IT budget?

Now that we have a best in class ITSM tool set in place how do we demonstrate success?

To deliver business value with IT it is imperative to effectively measure and demonstrate IT performance via Business Value Dashboards (BVD). The provider that we have leveraged has earned top honors in Gartner’s Infrastructure and Operations Business Value Dashboards Critical Capabilities report with Best of Breed Business Intelligence for ITSM to prove and demonstrate IT performance and value with:

  • Over 2,000 metrics and KPIs pre-built for eleven process areas for IT Management aligned with ITIL/ITSM
  • Native cubes for ServiceNow, BMC Remedy, HP Service Manager, SolarWinds and more
  • A suite of BI applications that run entirely on the Microsoft BI stack using open industry standards (XML/A)
  • Seamless native integration with SharePoint, Office and Windows Integrated Authentication
  • Delivered on-premises or via SaaS (Amazon EC2)
  • Native multi-dimensional architecture
  • Both real-time (SQL) and large volume queries (MDX)– without coding

Clients include ExxonMobil, HCA, Novartis, Cox Enterprises, Novant Health, Lockheed Martin, and General Dynamics, to name just a few.

Drop me a line would you like to learn more @ martin.palmgren@communicatethecompany.com or hit the return button on this email.

Cheers Martin

Now that we have a best in class ITSM tool set in place how do we demonstrate success?