Implementing A Practical Service Management. Value-driven and Efficient ITSM. Alex D Paul

Transcription

1 Implementing A Practical Service Management Value-driven and Efficient ITSM Alex D Paul

2 About Me Product Manager, ManageEngine Implemented ITIL + Built A Product in ITIL Solved problems in real scenarios along with engineers and business managers Experience in handling customers around world 14 countries Certified ITIL Service Manager Author of the widely accepted ITIL Heroes Handbook download free book

3 Agenda What Is Practical and What Is Not The Just Enough ITIL approach Value Driven ITSM Showcase Results, They Talk Powerfully New Options: Walk in the Clouds

4 Our Goal IT s Goal is to be a business enabler Not to implement all the modules of ITIL

5 Sensible IT In Place

6 7 Approaches to have an efficient ITSM

7 Knowing is not Doing I read a lot about swimming I know to swim Knowing ITIL is one thing Implementing it is quite another [Beast]

8 #1 Start Where The Impact Is Quick Business believes in results. Start where you can show results faster Choose A process where you can save money and show results faster Implement Incident Management, Change management

9 Incident & Change Management Why Incident Management Most business have ticketing software. Introducing Incident management good practices are easy Results are faster and easy to demonstrate Why Change Management Every company is doing a new roll out that involves approvals and info sharing to people Big errors / downtimes happen due to communication problems Clean documentation of who approved and when

10 # 2 By The Spirit Not By The Book I have to implement at least 2 or 3 ITIL process After Certification do something Syndrome Don t rip and replace with new process Deploy Gently, show results, and improve Start where it works

11 #3 Complicated Does Not Mean Sophisticated ITIL, federated CMDB, ITIL V3, BSM, IPAM, ITAM, Blah blah blah He knows everything, he can help me implement ITIL

12 Expensive Does Not Mean Efficient Lexus Hummer Bose

13 # 4 Fail Fast & Change Course Take an account of ground reality If Something is in place and working, take small steps to improve it Example: Start with defining the right categorization, self service, and priorities Don t Thrust a Process in ITIL s name Choose what works and helps a team. Don t thrust a process that requires a lot of changes. Select the Right Tools You need a simple software solution that will help you implement ITIL at your pace. Don t get lost in legendary solutions or impressive list of buzzwords

14 # 5 Pick The Right People Understand your team and give them the right challenges Knights : Process owners Conquer new beachheads Work Independently Warriors Techs on the front Need constant motivation Look up to the knights Give them a hero to worship Farmers People working to build your Knowledge base, Process docs, Change Builders, and Release Management Provide the eco systems for knights and warriors

15 # 6 Team s Project, not yours Identify champions, reward converts Create and assign milestones, celebrate victories and show how it helps the team Change Process, Not the Team Change Process to what works for people and help them good IT service and not vice versa Process can evolve, don t frustrate but sticking to a flowchart

16 # 7 The Main Thing Avoid the obsession: Tendency for people to get lost in process or technology or tools Always remember, The Main Thing Must Be The Main Thing

17 Efficiency Do one thing and One thing well Just Enough ITIL: Improve what matters Do One thing and One thing Well Decide on processes based on your business needs Incident / Change are important for most people CMDB was not part of ITIL essentials to be implemented

18 Efficient ITSM Example Change Management

19 Change Management

20 Change Management Workflow Tuesday, January 8, 2008

21 Tools Are Important Without The Right Tools With The Right Tools

22 After Training Where Do I Start? ITIL V3 ITIL V2 Pink Elephant Certification ISO ITIL Process consultants

23 ITIL Process and Software Training Consulting Software & Implementation

24 Efficient Tool Options Efficient Installed Software /Cloud Computing Massive Scalability Point and Click configuration Simple and Ready to Go Cloud computing is here to change the game

25 Efficient Options ManageEngine.com Installed version with more than customers Sass Version is in Beta Service now.com Sophisticated Service Desk Beetil.com ITIL based SaaS Service desk

26 Typical Monster-ous Software Report Module Add-on Modules Platform

27 Before You Know, There Is A Monster Different Vendors Diverse Technologies Integrations & customizations IT Monsters are inherited and passed on IT managers

28 New Products, New Models Impatient - Want Results Now Quick, Easy & Reliable Products are built for people who don t have time

29 New Products, Efficient Biz Models Disrupt or You ll Be Irrelevant Singapore Airlines >> Tiger Airways AOL >> Google Google >> Facebook Tuesday, January 8, 2008

30 Lessons From The Battle Field

31 Case Studies Present in 26 countries in the Caribbean Leading Mobile Operator in the Caribbean

32 Case Studies Jamaica is HQ for IT IT was in Chaos, due to Digicel s fast growth Asa Second Player in Telecom. Digicel had huge investments in Infrastructure and IT They hired an ITIL expert and bought BMC s entire ITSM modules

33 Case Studies Situation: Leader with no followers No one used the BMC tools, as it was forced by the CTO No one was following the Process except for Change Management as it had the CTO in it Incident management with no knowledge base made people work on the issues all over again It made all of them look busy with the same work

34 Case Studies Solution Let the IT manager choose what his team must use everyday Incident Management + Knowledge Management Incident Manager to focus and improve Senior technicians to populate Knowledge base Problem management to prevent Incidents was reality With efficient Incident and Problem Management, Change was also moved to the same tool Now 16 countries uses ManageEngine El Salvador

35 A Swedish Construction Company Case Studies Has Built the most Bridges and roadways in Sweden Has grown fast, very productive, uses the latest technologies in construction Hires the best of the best talent

36 A Swedish Construction Company Case Studies Situation: I don t want ITIL Skeptical about ITIL Worried that it s too complicated and it will slow people down Interested only in change management because top management wants it Belief: Why break what is working well

37 A Swedish Construction Company Case Studies Situation: Invest ahead of Growth Started sensing growing pains Introduced Incident management to their help desk Results won believers and the IT manager Introduced Change Management with approvals to ensure changes are signed off and always ready for audits Introduced Problem Management to reduce incidents Later introduced Kbase, Asset Mgmt and so on Won over slowly, now they can t live without it

38 Summary Framework for Efficiency: Define goals and principles to be efficient in ITSM Be Real: Practical goals that are simple to achieve Sharp Focus: Start with One thing and do It well Be Paranoid: Constantly checkout if there are ways to do it better