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Quantifying Business Value With ITIL® and ITSM
in the Modern Software Factory
Darren Arcangel
AMT32T
SERVICE & ASSET MANAGEMENT
Sr. Principal Services Architect
CA Technologies
Charles Nazare
Sr. Principal Product Marketing Manager
CA Technologies
2 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
© 2017 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2017 presentation is intended for informational purposes only and does not form any type
of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation
3 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Abstract
Every organization needs to become a modern software factory. You're developing new
capabilities to quickly deliver high-quality customer experiences. You've deployed
software that enables rapid development. And you're nurturing an agile mind-set with a
primary focus on customers. At some point during this journey, people up the food chain
will ask about their return on investment. Do you have a process or framework in place
to respond to the question with knowledge derived from quantifiable data? This session
looks at how ITIL® metrics and continuous service improvement can help quantify this
business value.
Darren
Arcangel
CA Technologies
Sr. Principal Services
Architect
4 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Agenda
ROI CASE STUDY – QUANTIFYING VALUE
CAPTURING BUSINESS METRICS
NEXT STEPS/Q&A
EXPECTED COST SAVINGS AND VALUE ADD
HOW ITIL® METRICS CAN HELP
CONTINUOUS SERVICE IMPROVEMENT
1
2
3
4
5
6
5 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
ROI Case Study – DCHS
Identify a Strategy for Quantifying Value
6 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
ROI Case Study – DCHS
Expanded View of Quantifying the Value of an IT Command Center
7 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Define the Strategy for Quantifying Value
Align Goals to Priorities
8 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Creating Targets to Measure Against
Results and Value Proposition Example
9 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Demonstrated % Improvement Business Metrics
ROI Assumptions and Metrics to Be Quantified
10 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Expected Cost Savings and Value Add
Cost Savings to DCHS
11 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Expected Cost Savings and Value Add
Service Delivery Performance Per Service
12 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Continual Service Improvement
Quantifying the ROI Numbers With CSI and PDCA
13 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Where to hear more…
14 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Recommended Sessions
SESSION # TITLE DATE/TIME
ITSM Demo
Area
Book Signing: ITIL and the Information Lifecycle –
Integrating Agile, DevOps and ITSM
11/15/2017 at 1:00 - 2:30 pm
AMT34T
Case Study: Five Easy Steps to Measuring and
Improving Self-Service Knowledge with CA Service
Desk Manager at RSM
11/15/2017 at 1:45 pm
AMT12S CA Service Management: Vision and Roadmap 11/15/2017 at 3:30 pm
AMT31S
Case Study: Leveraging ITSM as the Foundation to
Drive Automation Into IT Operations at MGM
11/16/2017 at 2:30 pm
AMX162S
Case Study: Transforming End User Support Using
Artificial Intelligence and CA Service Desk Manager at
Intergrupo
11/16/2017 at 4:15 pm
15 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Must See Demos
Service Desk
and Support
Analyst
Experience
Request
Management
and
Self-service
Management
Insights –
Reporting
and
Dashboards
Software and
Hardware
Asset
Management
16 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Questions?
17 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Stay connected at communities.ca.com
Thank you.
18 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS
Agile Management
For more information on Service & Asset Management,
please visit: http://cainc.to/CAW17-AM

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Quantifying Business Value with ITIL® and ITSM in the Modern Software Factory

  • 1. Quantifying Business Value With ITIL® and ITSM in the Modern Software Factory Darren Arcangel AMT32T SERVICE & ASSET MANAGEMENT Sr. Principal Services Architect CA Technologies Charles Nazare Sr. Principal Product Marketing Manager CA Technologies
  • 2. 2 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS © 2017 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. The content provided in this CA World 2017 presentation is intended for informational purposes only and does not form any type of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA. For Informational Purposes Only Terms of this Presentation
  • 3. 3 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Abstract Every organization needs to become a modern software factory. You're developing new capabilities to quickly deliver high-quality customer experiences. You've deployed software that enables rapid development. And you're nurturing an agile mind-set with a primary focus on customers. At some point during this journey, people up the food chain will ask about their return on investment. Do you have a process or framework in place to respond to the question with knowledge derived from quantifiable data? This session looks at how ITIL® metrics and continuous service improvement can help quantify this business value. Darren Arcangel CA Technologies Sr. Principal Services Architect
  • 4. 4 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Agenda ROI CASE STUDY – QUANTIFYING VALUE CAPTURING BUSINESS METRICS NEXT STEPS/Q&A EXPECTED COST SAVINGS AND VALUE ADD HOW ITIL® METRICS CAN HELP CONTINUOUS SERVICE IMPROVEMENT 1 2 3 4 5 6
  • 5. 5 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS ROI Case Study – DCHS Identify a Strategy for Quantifying Value
  • 6. 6 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS ROI Case Study – DCHS Expanded View of Quantifying the Value of an IT Command Center
  • 7. 7 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Define the Strategy for Quantifying Value Align Goals to Priorities
  • 8. 8 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Creating Targets to Measure Against Results and Value Proposition Example
  • 9. 9 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Demonstrated % Improvement Business Metrics ROI Assumptions and Metrics to Be Quantified
  • 10. 10 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Expected Cost Savings and Value Add Cost Savings to DCHS
  • 11. 11 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Expected Cost Savings and Value Add Service Delivery Performance Per Service
  • 12. 12 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Continual Service Improvement Quantifying the ROI Numbers With CSI and PDCA
  • 13. 13 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Where to hear more…
  • 14. 14 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Recommended Sessions SESSION # TITLE DATE/TIME ITSM Demo Area Book Signing: ITIL and the Information Lifecycle – Integrating Agile, DevOps and ITSM 11/15/2017 at 1:00 - 2:30 pm AMT34T Case Study: Five Easy Steps to Measuring and Improving Self-Service Knowledge with CA Service Desk Manager at RSM 11/15/2017 at 1:45 pm AMT12S CA Service Management: Vision and Roadmap 11/15/2017 at 3:30 pm AMT31S Case Study: Leveraging ITSM as the Foundation to Drive Automation Into IT Operations at MGM 11/16/2017 at 2:30 pm AMX162S Case Study: Transforming End User Support Using Artificial Intelligence and CA Service Desk Manager at Intergrupo 11/16/2017 at 4:15 pm
  • 15. 15 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Must See Demos Service Desk and Support Analyst Experience Request Management and Self-service Management Insights – Reporting and Dashboards Software and Hardware Asset Management
  • 16. 16 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Questions?
  • 17. 17 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Stay connected at communities.ca.com Thank you.
  • 18. 18 COPYRIGHT © 2017 CA. ALL RIGHTS RESERVED#CAWORLD #NOBARRIERS Agile Management For more information on Service & Asset Management, please visit: http://cainc.to/CAW17-AM