The ITSM Journey. Value. Chaos. Patrick Bolger. Chief Evangelist Hornbill Service Management
|
|
- Bertina Woods
- 8 years ago
- Views:
Transcription
1 The ITSM Journey Chaos Value Patrick Bolger Chief Evangelist Hornbill Service Management
2 Agenda ITIL the realities of adoption Greatest barriers to improving ITSM The ITSM journey Reactive to proactive Get serious & challenge IT demand Problem Management Knowledge Management Standardize service offerings Eliminate waste Empower the customer Customer examples The service experience 10 top tips for ITSM improvement Q&A
3 ITIL v2 still maturing Source: ITIL State of the nation, Hornbill
4 ITIL v3 faring no better Source: ITIL State of the nation, Hornbill
5 Gartner ITOM Hype Cycle 2010 ITIL v3 ITIL v2
6 ITIL v3 The realities of adoption ITIL v3 now 4 years old Introduces Service Lifecycle, but little or no adoption Organizations just updating Incident, Problem & Change Mgmt Maturity levels remain low Criticised by practitioners, industry pundits and analysts alike ITIL v3 aims Understand business goals and integrate IT strategy (SS) Design services to factor in Utility and Warranty (SD) Adequate testing and communication of new services (ST) Reduce operational defects / outages (SO) Continual improvement of Services (CSI) v3 update (ITIL 2011) due for publication this month ITIL v3 principles still sound, so what s stopping us?
7 What s stopping us? Focus on Technology Source: ITIL State of the nation, Hornbill Lack of business engagement
8 The Challenge Technology focused IT organizations often think from a technology perspective approach problems with technology solutions provide metrics with little business relevance forget continual service improvement don t understand service costs are not aware of business objectives or strategic goals don t engage with senior business executives don t establish links between IT systems & business processes only get business feedback following failures Business objectives for technology focused IT Do it Better, Faster & Cheaper than you did last year
9 High Influence on the Business Low CHAOS TECHNOLOGY FOCUS The ITSM Journey integration and single strategy delivery of endto-end IT the customer and is focused on Processes based on improving services support and (business management of solutions) infrastructure IT has mature processes and a SERVICE FOCUS IT is perceived as an internal business partner CUSTOMER FOCUS Applications vs. Infrastructure Separate technology silos IT customers are the customers of the organization BUSINESS FOCUS Management of IT supply chain VALUE FOCUS IT is the Business IT supports business goals Role of IT in the Organization
10 ITIL v3 Processes mapped to focus High Influence on the Business Low Request Fulfilment Service Catalog (User & IT) Knowledge Asset Change Service Asset & Config Release & Deployment Service Level (SLA/OLA) Problem (proactive) Event Problem (reactive) Incident c. 70% are here TECHNOLOGY FOCUS SERVICE FOCUS Transition Planning & Support IT Service Continuity Demand Management Financial (charge back) CUSTOMER FOCUS BUSINESS FOCUS Capacity & Availability SLM (business relationship) Service Catalog (business) Supplier Management Financial (service costing) VALUE FOCUS Service Portfolio Service Strategy Role of IT in the Organization
11 Let s get serious about IT The proactive processes
12 Demand on IT Do business units compete for your resources? Are you constantly having to juggle your limited resources Do priorities change mid-project? Do you have several unfinished projects? Do planned projects get postponed, or cancelled?
13 The business must take ownership Enterprise Priority 1 Priority 2 Priority 3 Business Unit A Priority 1 Priority 2 Priority 3 Business Unit B Priority 1 Priority 2 Priority 3 Business Unit C Priority 1 Priority 2 Priority 3 Projects only offer value when complete You have limited resources You need direction before investing your resources Form an Enterprise Governance Team CEO, CFO, VPs of some business units Rotate business unit participation Service Portfolio Management - Simplified Enterprise Priority 1 Business Unit A Priority 1 Business Unit A Priority 2 Business Unit B Priority 1 Enterprise Priority 2 Business Unit C Priority 1 Enterprise Priority 3 Business Unit A Priority 3 Business Unit B Priority 2 Business Unit C Priority 2 Business Unit B Priority 3 Business Unit C Priority 3
14 Problem Management Challenge Problem Management not afforded the resource for proper analysis If the service desk can provide workarounds, let them carry on Problems often left to 2 nd and 3 rd line teams to resolve BAU and incidents take over, so the problem queue grows larger Few IT organizations attach a $ cost to problems Effective Problem Management needs Resource, time and tools Not to be pulled off the job to do something else If your organization is unable or unwilling to appoint a Problem Manager, you are probably not ready for Problem Management
15 How to do it 1. Establish problem ownership (teams, managers, SME's, etc.) 2. Identify incidents with major impact (man hours/productivity lost, repeated incidents, similar incidents affecting common CIs) and raise problem records 3. Define problem impact on business (1=high impact... 4=low/no impact) 4. Define urgency levels according to impact (1=immediate 4=five days) 5. Focus on problems with greatest business impact with agreed business priority 6. Identify dependencies (network, applications) and assign to resolver groups 7. Problem Manager should get daily status updates from resolver groups 8. Hold regular scheduled meetings to discuss problems (include business managers) 9. Engage PMO when problems require change/project management assistance 10. Post outcome of root cause analysis to Known Error Database 11. Encourage IT staff to get involved in updating the Known Error Database make it a metric and reward performance 12. Evaluate problem processes, ownership, escalation (what s working/what s not?) 13. Find and address weaknesses 14. Use a robust service management application that can assist the service desk by proactively identifying possible problems or known errors
16 Automatic Problem/KE Recognition
17 Customer Successes Limited menu restaurant sector - $ 23bn sales Focus on top 10 incidents One product generating 400 calls per month Problem management resolves incidents permanently Incidents reduced to 100 per month Saving $ 90k per year on a single product Change requests reduced significantly through rejection without appropriate business approval, saving $ 1,400 per request.
18 Knowledge Management Knowledge Management is the discipline of enabling individuals, teams and entire organizations to collectively and systematically capture, store, create, share and apply knowledge to better achieve their objectives.
19 Knowledge Management Identify Top 10 Incidents, Problems, Changes Create Collectively - Everyone s responsibility Systematically - Cultural shift Reward Store Wiki, KM system Share Use Constantly redirect staff and customers to KM articles Must be institutionalized Review Provide opportunities for feedback Usage stats
20 Knowledge Management
21 Customer Success Introduced Ask a question facility for customers Several thousand enquiries per year dealt with automatically Volume of requests dropped by 33% Call resolution times reduced by 50% 25% of Service Desk staff refocused from call handling to resolution Customer satisfaction increased by 20% in first year Supportworks has allowed us to provide the consistent, efficient and cost effective service we were looking for and we are actually maintaining a better level of service now with 25% fewer staff than we did last year. Paul Copley, Customer Information Centre Lead, Sharp Electronics.
22 Standardize Service Offerings
23 Standardize Service Offerings Why would you want to standardize services? To drive the service perspective To clearly explain to the business what you do To prioritize your investments To improve the management of your resources To deliver services with a consistent level of quality To enable you to set customer expectations To make and keep your promises To offer the customer a choice of service levels To affect and modify your customers behavior
24 Service Catalog is not a new concept You have to get away from custom builds!!! It s all about Bundles
25 Service Catalog (IT/User) Keep it simple to begin with Consider critical services Perhaps a single service for one department Starting point could be an Excel spreadsheet, or wall chart But the aim is to create an actionable Service Catalog Avoid the common mistakes If we build it, they will come It s been live for 3 months and it s already out of date Successful Service Catalogs Rely on robust SLM, service options and costs Are designed from the Customer in, not from the infrastructure out
26 Eliminating waste
27 Automate Process & Repetitive Tasks What can be automated? Virtually any task where The process steps are known The process can be documented The risks are minimal Risk of human error can be reduced Examples Can you tell me what s happening with I ve forgotten my password Restart an OS service or process Recover from low disk space Software distribution User provisioning Small reductions in cost/effort can deliver huge savings by automating repetitive tasks
28 Introduce a Customer Self-Service Portal
29 The modern consumer experience
30 Service When, where and how I want it
31 Service Catalog Management Configuration Example Content delivered from supplier website Self-Service Wizard captures data from customers Authorization Tasks assigned to relevant resources Customer tracks progress via Self-Service
32 Success Stories World s largest privately owned global property agency Manages $ 700bn of real estate Self Service results 75% of all incidents now logged via SelfService portal 50% decrease in telephone calls to the service desk No need to replace temporary staff 97% of all incidents responded to within 5 minutes. We have been delighted with the way that self-service has been adopted by users. We have set our sights on 85% of tickets being raised through the system. Unexpected benefits have been the positive impact self-service has had on the morale of our IT staff they do not feel so pressurised and feel that they are able to get more done. Phil Hurcom, Associate, Knight Frank.
33 ITSM Needs the Human Touch Although Process and Technology are important, remember that People report incidents to the Service Desk participate in Service Review Meetings respond to the Service Delivery Manager review trends on service performance take ownership of issues impacting service take action to avoid service degradations identify the metrics that are meaningful establish the baselines for service quality coach staff on performance to goals
34 It s all about the Service Experience
35 Recommended Reading Service
36 Customer Successes Top ranking Manhattan law firm ITSM initiative driven by people with right Attitude, Behavior & Culture Little or no business backing Very limited budget Back to basics approach Supportworks deployed within 2 weeks for Incident, Problem & Knowledge ITSM costs reduced by hundreds of thousands of dollars Reduced overall call volume by 20% Increased fix rate by 30% Reduced service outages by 40% Double digit increase in customer satisfaction levels Increased service availability adds $3m to bottom line.
37 10 Tips for Service Improvement 1. Successful ITSM initiatives are customer-centric 2. Be proactive don t wait for the customer to come to you 3. You need a vision and a plan 4. Get buy-in Not just senior management 5. Get help 6. Don t bite off more than you can chew 7. Weigh up the effort you can expend, against the value can expect 8. Don t get sucked in by the latest fashionable processes 9. Challenge demand on the Service Desk by eliminating dumb contacts 10. Don t rest on your laurels
38 ITSM Extreme Makeover
39 The Question Process Questions? Y Answer Known Y Provide Answer N N Thank Audience State that time has run out Move to Next slide
40 Thank You USA & Canada: EMEA: Patrick Bolger Chief
ITSM 101. Patrick Connelly and Sandeep Narang. Gartner. www.it.ufl.edu
ITSM 101 Patrick Connelly and Sandeep Narang Gartner 1 IT Service Management 101 Agenda What is IT Service Management? Why is IT Service Management Important? Speaking a Common Language: Overview of Key
More informationProblem Management: A CA Service Management Process Map
TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE
More informationITIL V3 Foundation Certification - Sample Exam 1
ITIL V3 Foundation Certification - Sample Exam 1 The new version of ITIL (Information Technology Infrastructure Library) was launched in June 2007. ITIL V3 primarily describes the Service Lifecycle of
More informationITIL Foundation for IT Service Management 2011 Edition
ITIL Foundation for IT Service Management 2011 Edition ITIL Rev 03.12 3 days Description ITIL (IT Infrastructure Library) provides a practical, no-nonsense framework for identifying, planning, delivering
More informationITIL: Foundation (Revision 1.6) Course Overview. Course Outline
ITIL: Foundation (Revision 1.6) Course Overview The ITIL Foundation Certification Course introduces the new student to the fundamentals of IT Service Management as described in the IT Infrastructure Library
More informationSERVICE DESK EFFECTIVENESS SELF SERVICE REIGNS SUPREME
SERVICE DESK EFFECTIVENESS SELF SERVICE REIGNS SUPREME 1 MAXIMIZING THE VALUE OF SELF SERVICE Situation: Flat IT budgets are putting pressure on Support teams to do more with less staff while still delivering
More informationSupportworks ITSM Enterprise IT Service Management For Business
Supportworks ITSM Enterprise IT Service Management For Business www.hornbill.com Supportworks ITSM Enterprise IT Service Management For Business The purpose of IT Service Management (ITSM) is to integrate
More informationEnterprise Service Management (ESM)
Enterprise Service Management (ESM) A Reference Model for Adopting and Adapting IT Best Practices Across and Enterprise itsm003 v.3.0 Agenda and Objectives What are ESM Best Practices? What is the ESM
More informationProblem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies
Problem Management Overview HDI Capital Area Chapter September 16, 2009 Hugo Mendoza, Column Technologies Problem Management Overview Agenda Overview of the ITIL framework Overview of Problem Management
More informationSelf Service. Jeff Hance LANDESK Software
Self Service Jeff Hance LANDESK Software Who we are Our History 1985 Founded (LAN Systems) 1991 Pioneered Systems Management with Intel 2002 Spun out Business Product Lines LANDesk - Wavelink - Shavlik
More informationITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0
ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key
More informationEXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q. Exam Code: EX0-001. Exam Name: ITIL Foundation (syllabus 2011) Exam
EXIN.Passguide.EX0-001.v2014-10-25.by.SAM.424q Number: EX0-001 Passing Score: 800 Time Limit: 120 min File Version: 24.5 http://www.gratisexam.com/ Exam Code: EX0-001 Exam Name: ITIL Foundation (syllabus
More informationThe Truth About ITSM & Its Role in ITIL Business
Confessions of an ITSM vendor Patrick Bolger Chief Evangelist, Hornbill Service Management @patb0512 THE LANDSCAPE PRACTITIONERS VENDORS ITSM SOLUTIONS BLESS ME FATHER, FOR I HAVE SINNED I HAVE A SLIGHT
More informationWhat Every Project Manager should know about ITIL s Service Lifecycle Framework. Daniel Cayouette PMP - daniel@cayouette.
What Every Project Manager should know about ITIL s Lifecycle Framework Daniel Cayouette PMP - daniel@cayouette.com Sept 19, 2009 1 Presentation Objectives This presentation will provide a high-level view
More informationMetrics That Matter. Presented by: Pete McGarahan
Metrics That Matter Presented by: Pete McGarahan WHY? Consistent measurement/tracking provides an important feedback loop for continuous improvement Defining/reporting consistent metrics forces the Help
More information1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects
1 What does the 'Service V model' represent? a) A strategy for the successful completion of all service management projects b) The path to Service Delivery and Service Support for efficient and effective
More informationIdentifying & Implementing Quick Wins
Identifying & Implementing Quick Wins 1 Executive Summary........3 2 Introduction....... 5 3 Key Steps to Quick Wins....... 7 4 Sample Quick Wins...8 4.1 People Quick Wins... 8 4.2 Process Quick Wins......9
More informationWilhelmenia Ravenell IT Manager Eli Lilly and Company
Wilhelmenia Ravenell IT Manager Eli Lilly and Company Agenda Introductions The Service Management Framework Keys of a successful Service management transformation Why transform? ROI and the customer experience
More informationAuxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1
Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the
More informationService Design & Problem Management:
Service Design & Problem Management: Delivered to the Greater Cleveland itsmf LIG by Third Sky, Inc. Business-Driven IT Lou Hunnebeck Introduction Certified ITIL Expert VP of IT Service Management Vision
More informationWhich statement about Emergency Change Advisory Board (ECAB) is CORRECT?
ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification
More informationSoftware Asset Management (SAM) and ITIL Service Management - together driving efficiency
Software Asset Management (SAM) and ITIL Service Management - together driving efficiency Ian Preskett MIET C.Eng. MBCS CITP Software Asset Management Consultant ian.preskett@ipassociatesltd.co.uk Agenda
More informationITSM Process Description
ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management
More informationAn ITIL Perspective for Storage Resource Management
An ITIL Perspective for Storage Resource Management BJ Klingenberg, IBM Greg Van Hise, IBM Abstract Providing an ITIL perspective to storage resource management supports the consistent integration of storage
More informationHP Service Manager software
HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service
More informationFree ITIL v.3. Foundation. Exam Sample Paper 1. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 1 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1. What is the main reason
More informationSupportworks ITSM Foundations A Bite-Size approach to ITIL adoption
Supportworks ITSM Foundations A Bite-Size approach to ITIL adoption Supportworks ITSM Foundations IT Service Management Made Simple Globally, the IT Infrastructure Library (ITIL) is by far the most popular
More informationThe ITIL v.3. Foundation Examination
The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
More informationService Management is a journey Who s got the map? Simon King BMC Software
Service Management is a journey Who s got the map? Simon King BMC Software We are Struggling to Keep Pace with Change Where do we go next? Copyright 3/8/2012 BMC Software, Inc 2 % Incidents reported by
More informationHow To Standardize Itil V3.3.5
Business white paper Standardize your ITSM An HP approach based on best practices Table of contents 3 Introduction 3 Benefits and challenges 5 The HP approach to standardizing ITSM 6 Establish an IT operations
More informationHP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9.
HP Service Manager For the supported Windows and UNIX operating systems Software Version: 9.32 Service Desk help topics for printing Document Release Date: August 2013 Software Release Date: August 2013
More informationThe ITIL v.3. Foundation Examination
The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 3, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
More informationFireScope + ServiceNow: CMDB Integration Use Cases
FireScope + ServiceNow: CMDB Integration Use Cases While virtualization, cloud technologies and automation have slashed the time it takes to plan and implement new IT services, enterprises are still struggling
More informationPractice makes perfect Simulation games to increase the return-on-investment of ITIL training
Practice makes perfect Simulation games to increase the return-on-investment of ITIL training By Paul Wilkinson, GamingWorks * In an effort to improve the performance of IT service delivery many IT organizations
More informationThe ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper B, version 4.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
More informationIT Service Management Vision and Strategy Summary / Roadmap
IT Service Vision and Strategy Summary / Roadmap Lyle Nevels, Deputy Chief Information Officer Presented at the One IT Summer Gathering August 13, 2014 University Profile and Mission The University of
More informationSelf Service. Jeff Hance LANDESK Software
Self Service Jeff Hance LANDESK Software Who we are Our History 1985 Founded (LAN Systems) 1991 Pioneered Systems Management with Intel 2002 Spun out Business Product Lines LANDesk - Wavelink - Shavlik
More informationCRAWL, WALK, RUN APPROACH - IT SERVICE CATALOGUE
CRAWL, WALK, RUN APPROACH - IT SERVICE CATALOGUE Emtec Boot Camp Web Event May 2011 Agenda Key Concepts What is a service? Service Portfolio vs. Service Catalogue Challenges / Benefits in Defining Services
More informationELIMINATE RECURRING INCIDENTS
SERVICE DESK EFFECTIVENESS ELIMINATE RECURRING INCIDENTS 1 ELIMINATE RECURRING INCIDENTS Situation: A Service Desk typically handles about fifty tickets per day per thousand end users with a staff of about
More informationSan Francisco Chapter. Cassius Downs Network Edge LLC
Cassius Downs Network Edge LLC ITIL History ITIL Books V3 Objectives Business Benefits of V3 V3 Changes Training & Certification V2 or V3? Summary 2 The 12 Rules 1. EXERCISE Rule #1: Exercise boosts brain
More informationThe Rise of Service Level Management in ITIL V3. April 2008. Oblicore, Inc.
The Rise of Service Level Management in ITIL V3 April 2008 Oblicore, Inc. Table of Contents The Move From Version 2 To Version 3................... 3 What s New In V3?..................................
More informationDEVELOPING AN IT SERVICE MANAGEMENT TRAINING STRATEGY & PLAN. Version : 1.0 Date : April 2009 : Pink Elephant
DEVELOPING AN IT SERVICE MANAGEMENT TRAINING STRATEGY & PLAN Version : 1.0 Date : April 2009 Author : Pink Elephant Table of Contents 1 Executive Overview... 3 2 Manager Responsibilities... 4 2.1 Before
More informationService Improvement. Part 1 The Frontline. Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil
Service Improvement Part 1 The Frontline Robert.Gormley@ed.ac.uk http://www.is.ed.ac.uk/itil Programme Overview of Service Management The ITIL Framework Incident Management Coffee Problem Management The
More informationCreating and Maturing a Service Catalog
Creating and Maturing a Service Catalog By Wendy Kuhn and Pam Erskine Third Sky, Inc. Introduction Developing a service catalog can seem like a simple marketing and communications activity or a daunting
More informationCisco IT Technology Tutorial Overview of ITIL at Cisco
Cisco IT Technology Tutorial Overview of ITIL at Cisco Ian Reddy, IT Manager David Lietzell, IT Program Manager May 2009 Produced by the Cisco on Cisco team within Cisco IT 2007 Cisco Systems, Inc. All
More informationCA Service Desk Manager
PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES
More informationNovo Service Desk Software
Product Data Sheet The Novo Service Desk has helped streamline processes, reduce costs, provide better metrics, and run a more efficient help desk Lender Processing Services Novo Service Desk Software
More informationCross-Domain Service Management vs. Traditional IT Service Management for Service Providers
Position Paper Cross-Domain vs. Traditional IT for Providers Joseph Bondi Copyright-2013 All rights reserved. Ni², Ni² logo, other vendors or their logos are trademarks of Network Infrastructure Inventory
More informationFree ITIL v.3. Foundation. Exam Sample Paper 4. You have 1 hour to complete all 40 Questions. You must get 26 or more correct to pass
Free ITIL v.3. Foundation Exam Sample Paper 4 You have 1 hour to complete all 40 Questions You must get 26 or more correct to pass Compliments of Advance ITSM www.advanceitsm.com 1 A Service is not very
More informationAn Implementation Roadmap
An Implementation Roadmap The 2nd Abu Dhabi IT s Forum P J Corum, CSQA, CSTE, ITSM Managing Director Quality Assurance Institute Middle East and Africa Dubai, UAE Quality Assurance Institute Middle East
More information1 Why should monitoring and measuring be used when trying to improve services?
1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve
More informationSession 708: The Service Catalog, Rebooted PHIL TRANT MANAGING CONSULTANT AXIOS SYSTEMS
Session 708: The Service Catalog, Rebooted PHIL TRANT MANAGING CONSULTANT AXIOS SYSTEMS Background About Phil Trant Background in application and system software development Focused on ITIL & ITSM since
More informationHow To Create A Help Desk For A System Center System Manager
System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and
More informationThe Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence
How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................
More informationHow To Measure It For A Business
Metrics That Matter Supporting IT Decision and Strategy at the Senior Executive Level Randy Steinberg Migration Technologies January 23, 2012 Inc. Pittsburgh itsmf Local Interest Group LIG Name goes here
More informationWhite Paper. Incident Management: A CA IT Service Management Process Map
White Paper Incident Management: A CA IT Service Management Process Map Peter Doherty Senior Consultant, Technical Service, CA, Inc. Peter Waterhouse Director, Product Marketing, Business Service Optimization,
More informationITIL v3. Service Management
ITIL v3 1 as a Practice ITIL = IT Infrastructure Library Set of books giving guidance on the provision of quality IT services Common language Best practices in delivery of IT services Not standards! Platform
More informationHong Kong Information Security Group TRAINING AGENDA
TRAINING AGENDA THE ITIL FOUNDATION CERTIFICATE IN IT SEVICE MANAGEMENT The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of
More informationIntroduction to ITIL: A Framework for IT Service Management
Introduction to ITIL: A Framework for IT Service Management D O N N A J A C O B S, M B A I T S E N I O R D I R E C T O R C O M P U T E R O P E R A T I O N S I N F O R M A T I O N S Y S T E M S A N D C
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Processes and Best Practices Guide
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Processes and Best Practices Guide Document Release Date: July 2014 Software Release Date: July 2014 Legal
More informationThe SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution
BEST PRACTICES WHITE PAPER The SMB IT Decision Maker s Guide: Choosing a SaaS Service Management Solution Nine Things to Look For in Your Next SaaS Service Desk Table of Contents Introduction...................................................
More informationThe ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
More informationThe ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
More informationThe ITIL Foundation Examination
The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have
More informationSESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View
SESSION 709 Wednesday, November 4, 9:00am - 10:00am Track: Strategic View The Business of IT Provisioning Bill Irvine Transformation Strategist, Accelerate Innovation, VMware billirvine@comcast.net Session
More informationService Catalog Management: A CA Service Management Process Map
TECHNOLOGY BRIEF: SERVICE CATALOG MANAGEMENT Catalog : A CA Process Map JULY 2009 Enrico Boverino SR PRINCIPAL CONSULTANT, TECHNICAL SALES ITIL SERVICE MANAGER ITAC CERTIFIED Table of Contents Executive
More informationWhat s New In ITIL V3?
What s New In ITIL V3? George Spalding VP, Global Events Pink Elephant Pink Elephant Leading The Way In IT Management Best Practices The ITIL Books (V2) T h e B u s i n e s s Planning To Implement Service
More informationHP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing
HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Service Desk help topics for printing Document Release Date: July 2014 Software Release Date: July 2014 Legal
More informationThe Rise of Service Level Management. Gary Case
pink elephant WHITE PAPER: The Rise of Service Level Management in ITIL V3 The Rise of Service Level Management in ITIL V3 february, 2010 Gary Case Principal Consultant, Pink Elephant Table of Contents
More informationCapacity & Demand Management Processes within the ITIL 2011 Update
Capacity & Demand Management Processes within the ITIL 2011 Update Andy Bolton CEO Abstract The 2011 Edition of ITIL, released in July, is billed as resolving errors and inconsistency that were in the
More informationThe ITIL Foundation Examination Sample Paper A, version 5.1
The ITIL Foundation Examination Sample Paper A, version 51 Multiple Choice Instructions 1 All 40 questions should be attempted 2 All answers are to be marked on the answer grid provided 3 You have 60 minutes
More informationImplementing ITIL with Kaseya Tools
Kaseya White Paper Implementing ITIL with Kaseya Tools A white paper by Robert Perrine, ITIL-Service Manager www.kaseya.com Executive Overview Kaseya Service Desk provides the logic and tools necessary
More informationThe business benefits of Service Catalogue how this delivers value to an organisation
1 Overview The business benefits of Service Catalogue how this delivers value to an organisation It s all the rage right now Service Catalogue. Every web forum and ITSM thought leader and vendor is leading
More informationSummit Platform. IT and Business Challenges. SUMMUS IT Management Solutions. IT Service Management (ITSM) Datasheet. Key Benefits
Summit Platform The Summit Platform provides IT organizations a comprehensive, integrated IT management solution that combines IT service management, IT asset management, availability management, and project
More informationMendix ExpertDesk, Change and Incident Management. Customer Support
Mendix ExpertDesk, Change and Incident Management Customer Support Mendix Customer Support Defined roles 0, 1st, 2nd and 3rd Tier Support Support level Description Role Tier 0 Online Forum: https://mxforum.mendix.com
More informationDevOps: Development Challenges and New Approaches
DevOps: Development Challenges and New Approaches Chris Sharp STSM, Chief Architect SWG Europe DevOps IBM Master Inventor, Member of IBM Academy of Technology Agenda The Problem and the Need for Change
More informationHDI Support Center Certification: A Pragmatic Approach to Verifying Core ITIL Process Maturity
White Paper HDI Support Center Certification: A Pragmatic Approach to Verifying Core ITIL Process Maturity Paul M. Dooley Optimal Connections, LLC www.optimalconnections.com Sept 21, 2006 The Situation
More informationCould Knowledge Management Help You Operate A More Effective & Efficient It Service Desk?
Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk? Challenges Of The Modern Day Service Desk With ITIL an established framework for delivering quality IT service,
More informationAligning CMMI & ITIL. Where Am I and Which Way Do I Go? 2006 - cognence, inc.
Aligning CMMI & ITIL Where Am I and Which Way Do I Go? 2006 - cognence, inc. Agenda Where Am I? Current Situation Process Improvement Objectives How Do I Get There? CMMI ITIL Mapping, Commonalities, Differences
More informationCreating a Service-Oriented IT Organization through ITIL
Creating a Service-Oriented IT Organization through ITIL Glenn O Donnell EMC Corporation 1 Creating a Service-Oriented IT Organization through ITIL What is ITIL and Why is it So Popular? ITIL s Impact
More informationCourse # 55011A. The ITIL Foundation Certificate in IT Service Management
Course # 55011A The ITIL Foundation Certificate in IT Service Management Course Outline Module 1: Introduction Module 1 includes Service Management as a Practice, Key Roles, Competence and Training describes
More informationitsmf USA Problem Management Community of Interest
itsmf USA Problem Management Community of Interest How to Assess and Improve Your Problem Management Process Moderator John Clipp Speaker Ted Gaughan Problem Management SIG President ITSM Practice Lead
More informationITSM Reporting Services. Enterprise Service Management. Monthly Metric Report
ITSM Reporting Services Monthly Metric Report October 2011 Contents Introduction 3 Background 3 Purpose 3 Scope 3 AI6 Manage Change 4 Number of Changes Logged 4 Number of Emergency Changes Logged 4 Percentage
More informationOverview Application Incident Management. David Birkenbach ALM Solution Management August 2011
Overview Application Incident David Birkenbach ALM Solution August 2011 How the New SAP Solution Manager Supports Business & IT SAP Solution Manager 7.1 provides: Better coverage of the complete customer
More information5 Signs You Might Need a Service Management Framework (SMF) Assessment
5 Signs You Might Need a Service Management Framework (SMF) Assessment White Paper Terry Daffin Visionary Integration Professionals (1) To say running a large IT shop is challenging is an understatement.
More informationA Partnership for ITSM Implementation. Dave Hileman - UPMC Ryan Smalley IBM
A Partnership for ITSM Implementation Dave Hileman - UPMC Ryan Smalley IBM November, 2007 Agenda IBM-UPMC Partnership What did we set out to accomplish? Where are we now? ITSM Implementation How did we
More informationFoundation. Summary. ITIL and Services. Services - Delivering value to customers in the form of goods and services - End-to-end Service
ITIL ITIL Foundation Summary ITIL and s Design s - Delivering value to customers in the form of goods and services - End-to-end ITIL Best Practice - Scalable and not prescriptive - Gathered from Users,
More information4/1/2009. Short-termterm
Hi, my name is Susan ITIL in the Workplace The Practical Application of a Best Practice Framework Susan Ryan April 3, 2009 IT industry worker for over 25 years ITIL v2 Manager Certified itsmf Minnesota
More informationProblem Management Fermilab Process and Procedure
Management Fermilab Process and Procedure Prepared for: Fermi National Laboratory June 12, 2009 Page 1 of 42 GENERAL Description Purpose Applicable to Supersedes This document establishes a Management
More informationBusiness white paper. Top ten reasons to automate your IT processes
Business white paper Top ten reasons to automate your IT processes Table of contents 4 Data center management trends and tools 4 Today s challenge 4 What is next? 5 Automating the remediation of incidents
More informationThe ITIL v.3 Foundation Examination
The ITIL v.3 Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper B, version 3.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.
More informationYale University Incident Management Process Guide
Yale University Management Process Guide Yale University Management Process 1 of 17 Introduction Purpose This document will serve as the official process of Management for Yale University. This document
More informationIncident Management: A CA IT Service Management Process Map
TECHNOLOGY BRIEF: INCIDENT MANAGEMENT ITSM PROCESS MAP Incident Management: A CA IT Service Management Process Map Peter Doherty CA TECHNICAL SALES Table of Contents Executive Summary SECTION 1: CHALLENGE
More informationTutorial: Towards better managed Grids. IT Service Management best practices based on ITIL
Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL EGI Technical Forum 2011, Lyon (France) September 22, 2011 Dr. Thomas Schaaf www.gslm.eu EMERGENCE TECH LTD. The
More informationTable of contents. Standardizing IT Service Management. Best practices based on HP experience in ITSM consolidation. White paper
Standardizing IT Service Management Best practices based on HP experience in ITSM consolidation White paper Table of contents Go!... 2 Benefits and challenges... 2 The HP approach to standardizing ITSM...
More information10 simple rules for buying a helpdesk system
TechExcel White Paper Follow these ten rules to get your helpdesk started on the right path. Whether you are buying for the first time or just replacing your current system, this whitepaper aims to provide
More informationAbout this guide. 4 The syllabus requires knowledge of this topic. 4. 8 This is material that may be of interest to the reader but is
About this guide This guide provides a quick reference to the ITIL framework for good practice in. It is designed as a study aid for students taking ITIL Foundation qualifications, and as a handy portable
More informationACHIEVING BUSINESS VALUE THROUGH A SUPERIOR CUSTOMER EXPERIENCE
ACHIEVING BUSINESS VALUE THROUGH A SUPERIOR CUSTOMER EXPERIENCE IT SERVICE MANAGEMENT FORUM APRIL 26, 2012 MANUEL TEJEDA AGENDA 1. WHAT EXPERTS ARE SAYING ABOUT BUSINESS VALUE AND CUSTOMER EXPERIENCE 2.
More informationSoftware Asset Management on System z
Software Asset Management on System z Mike Zelle Tivoli WW IT Asset Management Marketing SAM in SHARE Project Manager mzelle@us.ibm.com Agenda Why Software Asset Management (SAM) The Discipline of Software
More informationIntegrating Project Management and Service Management
Integrating Project and Integrating Project and By Reg Lo with contributions from Michael Robinson. 1 Introduction Project has become a well recognized management discipline within IT. is also becoming
More information