IT Demand and Delivery Management

BearingPoint - CA
IT Demand and Delivery
Management
(IT DDM)

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

Agenda
Problem Statement
Solution
Approach
Value Proposition

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

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

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

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

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

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

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 NPlateau NPlateau NPlateau N

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

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

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

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