To understand how ITD services are functioning, an analysis or study is typically required – comparing factual observations and consumer experiences with the assumed situation by the provider and the their desired target state. Improvement focuses on the identifying pivotal operational areas that will yield the greatest benefit from optimisation. The end-to-end-value chains for those specific areas are then defined and streamlined, wherever possible taking existing assets and processes then realigning or modifying them (including automation) to increase production efficiency.
Improvement also focuses on IT delivery architectural effectiveness, e.g. to consolidate multiple interdependent but similar deliveries or to modernize service management information systems. Key is identifying the improvement potentials having biggest leverage from a holistic end-to-end point of view.
The improvement execution roadmap prioritizes short term tactical improvements and is calibrated by midterm and strategic goals given by the broader transformation strategy. It is crucial the roadmap is well understood and sponsored by the leadership team, process and delivery owners. To verify that planned savings and improvements are realized, the establishment of an operational performance measurement capability (OPM) is essential. OPM is also key in enabling future ITD issues to be discovered proactively.
Current State Performance Analysis Report
The result of the assessment is the heat map logically visualizing the opportunities for improvement. A clear situation statement with facts and figures gives evidence of the issues. Initial improvement and recovery measures including a first cost / benefit statement indicate directions for improvement.
Tactical Improvement Portfolio and Plan
The detail improvement statements, describing objectives, deliverables, budget, resources and timeline are consolidated in the portfolio. Relationships of the improvement projects and their consolidated benefit is captured in interdependency chart, It also visualizes the target improvement state and the roadmap of the tactical, midterm and strategic solutions and their gained synergies.
The investment plan contains each improvement project business case and illustrates the consolidated benefits; performance, lead times, investment and effort savings.
Operational Performance Management Capabilities
For pro-active problem recognition a capability supported with tools and infrastructures is able to analyse operational pattern changes (pre-failure analysis, indirect incident relations, problem management). Baselining of actual operational behaviour is key. Subject matter experts have the skill to analyse the behaviour and design sustainable solutions .