Case Study: Aligning SFIA and ITIL to support global IT Services Transformation
Client
Global IT Services organisation – 700 staff in 70 countries and 5 main operating hubs worldwide.
Driver
Re-organising regional based IT Services organisation into a single global IT Services organisation. Creating single global operating model to drive efficiencies and effectiveness.
The Challenge
- Implementing industry-standard processes (based on ITIL)
- Large number of locations and organisational cultures
- Many stakeholders with competing expectations and timescales
- Previous attempts at using SFIA and standard role profiles had not succeeded due to ineffective consulting approach
- Approximately 500 different job descriptions with little consistency in language used for job titles, skills, accountabilities etc
- Target operating model and Organisation design being developed in parallel
- Busy, time-constrained subject matter experts based in many locations and time zones
Results
- Executive commitment and sign off of approach and deliverables
- Quick, accurate, comprehensive delivery
- Simplification of jobs into common roles to increases consistency and aid understanding
- Robust, traceable process aligning ITIL processes, role design (RACI) and SFIA skills and levels
- Improvements to Target Operating Model and Organisation design
Solution
- Consistent approach to role profiles
- Streamline the number of profiles and improve the quality of role profiles
- Introduction of standard job dimensions to aid organisation review and implementation
- Developed in conjunction with global IT Services leadership team and central OD team
- Provide comprehensive communications support: executive-level briefing, detailed education f or subject matter experts and web pages and FAQs for IT line managers and their teams
- Role profiles aligned to SFIA skills, SFIA skill levels and ITIL process areas
- Head of Application Service Management
- (Senior) Application Service Manager
- Application Infrastructure Manager
- Application Service Manager
- Application Support Manager
- Application Training Manager
- Business Release Manager
- Change Delivery Manager
- Design Authority
- Head of Application Support
- Head of Distributed Service Management
- Service Manager – Local Projects & Services
- (Area) Service Manager
- Regional Service Manager
- Head of Strategic Service Management
- Head of Service Architecture Design & Transition
- Head of Service Integration
- CSI Manager – Problem & Incident Management
- Major Incident & Crisis Manager
- Service Integration Manager
- Head of Service Planning Quality & Compliance
- Business Support and Portfolio Manager
- Risk and Compliance Manager
- Service Measurement and Reporting Manager
- Vendor Manager
- Process Manager
- Service Management Analyst
- Service Management Project Manager
- Head of Technology Service Management
- (Senior) Technology Service Manager