The Truth About ITSM & Its Role in ITIL Business

Transcription

1 Confessions of an ITSM vendor Patrick Bolger Chief Evangelist, Hornbill Service

2 THE LANDSCAPE

3 PRACTITIONERS

4 VENDORS

5 ITSM SOLUTIONS

6 BLESS ME FATHER, FOR I HAVE SINNED

7 I HAVE A SLIGHT ADDITION TO TECHNOLOGY Computing AV Equipment Fitness Photography

8 WHY DID I BUY THIS CAMERA? 22.3 Megapixel Full Frame CMOS sensor DiG!C 5+ Image Processor ISO (expandable to ) Full HD Movie (ISO ) 61-point high-density reticular AF 6.0 fps for high continuous shooting Intelligent viewfinder with 100% coverage 3.2" Clear View LCD II ifcl metering 63-zone dual-layer sensor Silent & low vibration modes Dual card slots (CF & SD) High Dynamic Range (HDR) Mode Multiple Exposures Comparative Playback function

9 THE TRUTH ABOUT VENDORS We want to sell you software, but It s not just about making the sale Bad business is expensive We walk away if requirements don t match If we can t deliver, our reputation suffers Your success = repeat business = spreading the word about our technology A long-term vendor partner Does their best to keep their promises Pays attention after you ve paid Supports their customer community Advises how to get the best from their tools Shares guidance on good practices Plays an active role in the ITSM industry

10 THE TRUTH ABOUT ITSM TOOLS ITSM Tool Service Desk ITIL v3/2011 ITIL V2 Helpdesk No ITIL

11 THE TRUTH ABOUT ITIL ADOPTION Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Financial Management Service Portfolio Management Demand Management Strategy Management Business Relationship Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Service Catalog Management Information Security Management Change Management Service Asset & Config. Management Release & Deployment Management Transition Planning and Support Service Validation & Testing Change Evaluation Incident Management Problem Management Request Fulfilment Access Management Event Management Technical Management Service Improvement Service Measurement Service Reporting Supplier Management Knowledge Management IT Operations Management Design Coordination Application Management Requirements Engineering Service Desk Data & Information Mgmt Operational Activities in other Lifecycle Phases

12 Influence on the Business Improve services THE ROLE OF IT & INFLUENCE ON THE BUSINESS to customers of the organisation High Low Improve support and management of infrastructure CHAOTIC LEVEL 0 Improve services to deliver better business Improve end-toend delivery of IT outcomes services REACTIVE LEVEL 1 PROACTIVE LEVEL 2 IT keeps the lights on SERVICE LEVEL 3 VALUE LEVEL 4 IT supports business operations IT is the Business IT supports business goals Role of IT in the Organisation

13 THE TRUTH ABOUT ITSM MATURITY

14 SAME ANIMAL, DIFFERENT BEHAVIOURS In trouble Sees trouble coming Leading change Major service failure Failed audit Executive pressure Budget slashed Headcount slashed Service expansion Pending audit Merger/Acquisition Budget reduction Headcount reduction IT Transformation New Executive New Manager New Technology New Knowledge Get me out of trouble Help me avoid trouble Show the value I add

15 TOP REASONS FOR REPLACING ITSM TOOLS Reporting Lacks features / functionality ITSM/ITIL process compatibility Difficult to configure / customise Integration with other systems Ease of use Performance / reliability Badly implemented Stuck on an old version Cost Vendor support

16 TOOL SELECTION IS COMPLEX Choose from 200 ITSM Vendors 70+ Enterprise ITSM tools Integrated suites Best of breed Deployment models On-premise Hosted SaaS Licensing options Perpetual Subscription Impressive demo Active User Group Certification/ Standards Support locations Deployment Model Cost UI look and feel Ease of upgrades Functionality Vendor Reputation Analyst advice Industry Buzz Administrative Overhead Ability to customise

17 TOOL SELECTION RESOURCES Gartner ITSSM Magic Quadrant I&O organizations often purchase ITSSM tools that either have more capabilities and functionality than the organization is prepared to optimally utilize PinkVerify Certification Customers should also be educated in the fact that more verified processes doesn t mean it is a better tool. Source:

18 BE CAREFUL WHAT YOU ASK FOR, YOU MIGHT JUST GET IT Love me tender Love me true All my dreams fulfilled

19 THE FOCUS OF MOST RFP S / RFI S

20 DEMO DISTRACTION Oooooohhhh SaaS Mobile Social Codeless design Gamification Big data ITSM Outside IT Analytics Agile

21 WORST CASE SCENARIO EAT, SLEEP, RAVE, REPEAT Tool selected against ITIL requirements Data / behaviour of old tool replicated Implementation focus improves ITSM processes Delivers tangible benefits to IT Implementation = done New tool loses it s shine We need to transform IT We need a better ITSM tool

22 ITSM MATURITY IS STAGNANT The numbers reveal some interesting trends, including a normalization of the average maturity score in the 2.3 +/-.05 range over the last three years. Source:

23 WHAT S REALLY STOPPING US?

24 BRING ME PROBLEMS, NOT SOLUTIONS

25 WHAT S THE TOP PRIORITY FOR YOUR SERVICE DESK? Source: ITSM A view from the frontline, SDI 2013

26 WHERE TO START You ve got to start with the customer experience and work back toward the technology, not the other way round

27 IF YOU WANT THE RIGHT TOOL ITIL compatibility should not be your primary consideration Invest time to define your requirements properly Involve customer service professionals Be very clear about the problems you want to solve Who are our customers? What activities do they perform in pursuit of their success? How do we help them perform these activities? How satisfied are they with the help we provide? What are they saying about our service? Be realistic about what you can achieve in a reasonable timeframe Implementing a new tool is the start of your journey, not the end.

28 REMEMBER YOUR LION

29 THANK YOU Patrick Bolger Chief