Learn how to simplify your IT Prozesse in KMU optimieren

Transcription

This project is implemented through the
CENTRAL EUROPE Programme co-financed by the ERDF.
The Infrastructural Catalyst
INNOTRAIN IT
Conference on Strategies for Regional Development
in CENTRAL EUROPE Regions
13th March 2013, Bruxelles, Belgium
Prof. Dr. Dieter Hertweck
Agenda
01
02
03
04
05
INNOTRAIN IT and SMEs in Central Europe
Increase the innovation potential of SME with ITSM
INNOTRAIN IT approach
Trainings to foster ITSM in SMEs
Projects achievements
© INNOTRAIN IT | 2
Agenda
01
02
03
04
05
© INNOTRAIN IT | 3
01 Facts
Duration
April 2010 – March 2013
EU Programme
INTERREG IVB CENTRAL EUROPE
Project budget
1,96 million EURO
Project lead
MFG Innovation Agency
for ICT and Media
Projects objective
Removing barriers to innovation
in SME through the introduction of
of IT-Service Management
© INNOTRAIN IT | 4
01 Project partners
Prag
Stuttgart
Cracow
Vienna
Budapest
Bratislava
© INNOTRAIN IT | 5
01 Motivation for the project
 In 2010 that the way, how SME organize their daily IT is
lacking far behind the opportunities of bigger businesses
 The mixture of increasing new demands (Compliance
issues, Mobile Computing, lack of HR) and poor IT
organisation leads to serious Innovation barriers
 99,8% of all EU businesses are SME
 => bundle the expertise between participating CERegions to remove existing innovation barriers with the
help of IT-Service Management
© INNOTRAIN IT | 6
Agenda
01
02
03
04
05
© INNOTRAIN IT | 7
02 What is IT-Service Management?
IT Service Management is the
planned and controlled utilization of
IT ASSETS, PEOPLE and PROCESSES
to SUPPORT the operational needs of the BUSINESS
as effectively and efficiently as possible
a market driven way to organize companies IT
02 Business impact of ITSM
INNOVATION
product
Business process
IT Service
(internal -OLA)
Business
staff
Business Strategy
SLA
COMMUNICATION
application
IT infrastructure
EFFICIENCY
IT-staff
IT-service process
© INNOTRAIN IT | 9
02 Functional IT: Business vs. IT?
CEO
Executive floor
 Thinks IT oriented

Business =
Innovation brake
 Thinks business
oriented
 IT = Cost factor
Cellar
© INNOTRAIN IT | 10
02 ITSM: Business & IT!
CEO
Communication on eye-level
 Sees technology as
„enabler“ for
improved business
processes

Develops better
appreciation of the
business
requirements
 Includes the IT
actively in strategic
decisions.

Gives input for
innovations on
process and
product level
02 ITSM – Efficiency
Are SMEs that allready practice ITSM in CE more efficient?
Yes! up to 20% depending on the
ratio of IT
workplaces to IT
staff members
Source: INNOTRAIN IT SURVEY
02 ITSM – Process Innovation
Degree of innovation on business process level
Are SMEs that practices ITSM more innovative on the
level of business processes than others?
As far as
5 times more
innovative on
a business process
innovation level
02 ITSM – Product Innovation
Innovationdegree on product level
Are SMEs that practices ITSM more innovative on the
level of products than others?
Up to
2.5 times more
innovative
02 Why SME don´t apply ITSM ?
 Knowledge vs. application (50% vs. 12%)
80%
70%
60%
50%
40%
30%
20%
10%
0%
AT-Vienna
CZ-JIHOVYCHOD
know ITSM
D-BAWUE
don´t know ITSM
HU_AFOLD ES
ESZAK
apply ITSM/all
MALOPOLSKIE
apply ITSM / f. know ITSM
SL_BRATISLAVSKI
02 Drivers & Barriers
SMEs using ITSM are more effective and innovative!
Why are not all SMEs applying ITSM?
 Enhancement of business
service and product quality
 Complexity of existing
frameworks
 Business competition
 Lack of skills
 Reduce IT-based Risks
 Lack of right resources
 Reduce Workload
 Work overload
 Saving Costs
 Missing ITSM awareness
Agenda
01
02
03
04
05
03 Goals
Elimination of barriers, that prevent SMEs of using
ITSM
Train SMEs to use ITSM successfully
Improve innovation capabilities and
regional competitiveness
Train a significant number of SME
in face to face and Online-trainings
03 Approach
Level I
IT Coordination
Analysis of existing
ITSM methods
Business
IT
Strategy
for SME
IT
Technolo
gy
Strategy
for SME
IT Service
Agreeme
nt /
Definition
Innovatio
n
Managem
ent
Audit &
Monitoring
Documen &
Evaluation
tation
Change
Change
Management
Manage
& Improvement
ment
Complian
ce
Cont.
Service
Improvem
ent
Project
Manag
ement
Systems
and 3rd
Party
Services
Managem
ent
Service
and
Infrastruct
ure
Operation
Security
and
Environm
ent
Level II
IT Operation
IT
Procurem
ent
Survey on 215
ITSM usage in SME
24 case studies from
6 regions
+
INNOTRAIN IT (Simplified Method
and modelling tool)
Free Trainings and
eLearning-platform
03 INNOTRAIN IT – Complexity
ITIL
INNOTRAIN
(more than
1000 pages)
IT Framework
CobiT
-100 page „cookbook“
-„how to implement guide“
03 INNOTRAIN IT - Framework
CIP: Transition, Changes
Strategy:
e.g. Innovate Processes and Products
Operations:
e.g. Service Desk, Sourcing
Agenda
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02
03
04
05
04 SME friendly Training Concept
Training on-site
Module 1 – Basics:
ITSM – Philosophy
and application areas
> Make IT available
> Source out printers
> Online Shop
> Help Desk
½ day
Training platform
eLearning:
ITSM – application
areas in detail
> Interactive
Web-study modules
> Individual deepening of
the contents of
modules 1 and 2
> Self evaluation
Training on-site
Module 2 – buildup:
Introduce ITSM and
realize innovations
> Implementation of ITSM
> Change management
½ day
> Exchange with
participants and trainers
> Further best-practices
and reference processes
04 Training Platform
Audio-Visual
Content in
5 languages
Case based
learning
Communityplattform
How-to
implement
ITSM
Best practice
exchange
across CE
IT-Management
modelling and
Management
Environment
Agenda
01
02
03
04
05
Project achievements
05 achievements - Trainings
 759 trained SME in 102 face to face trainings
 More then 5.000 participants
in several Online-Trainings
05 achievements – feedback
 training content was didactically brilliant
 applicability was good or
excellent
 highly satisfied with
face to face trainings
94%
82%
71%
05 achievements Knowledge Exchange between Regions
Pilot project

Cracow:

Open Horizion – a micro company that offers
an E-Learning-Plattform to private customer to an E-Learning
provider for companies
Strategy
Business Strategy
Business
Process
Application
Infrastructure
Product
(private to corporate)
Operations process of E-Learning Plattform
Plattform
applicationServ
ice (insourced)
IT infrastructure
Database Service
(newly designed)
(capacity, backup)
Hosting-Service
(still outsourced)
Pilot project

Baden-Württemberg:


Modelling of IT-Infrastructure followed by a business impact
analysis detected a highly business risk, which was not on the
screen of the CE‘O
For very less money, the SME was able to prevent themselve from
a high potential business risk
High Probability
of Production Process
Production process
Breakdown
IT Service
ERP-Production
ERP-Application
IT infrastructure
(Server, Network,….)
Not mirrored
Network Switch

Universities:




Regional Catalyst


Educate Students with Innotrain Plattform
Shared lectures on IT-Service Management between Cracow
University of Economics and Heilbronn University
Writing of shared research paper for various international
conferences
Exchange of Catalyst about good practices to attract training
participants
ITSM-Assosiations , Catalysts , University

National itsmf conference in Hungary
05 achievements - Visibility
 One of the most well-known ITSM method for SME
(No.2 / page one in Google search behind ITIL)
05 achievements - Visibility
 Visibility in national and regional IT- practicioner- journals
and international research conferences
„Business Impact“
First German
Practicioner Journal
for Strategic
IT-Management
01/2013, p. 46-49
INNOTRAIN IT
QR-Code
AMCIS - Americas Conference
on Information Systems 2011
05 achievements - Sustainability
 Formal cooperation between Cracow University of
Economics and Heilbronn University with a Double
Degree opportunity in Applied Informatics and IS
 Professorship for ITSM for Dr. Marcus Vogt, a former
PHD student of the INNOTRAIN IT team
 Extension of INNOTRAIN IT trainings to Bulgaria,
Romania and Slovenia (Leonardo Project proposal)
 Plans for a spinn off company that uses INNOTRAIN IT
content
 Extension of INNOTRAIN IT concepts and ideas to the
energy sector
Questions + Answers
Thank you very much for
your attention!
Projektpartner:
Project
partners:
Project management
Projektleitung
www.innotrain-it.eu
[email protected]
Prof. Dr. Dieter Hertweck
[email protected]
+49 7131 504518
This project is implemented through the
CENTRAL EUROPE Programme co-financed by the ERDF.

Learn how to simplify your IT Prozesse in KMU optimieren

Transcription

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