IT Service Management Process Vs. Tools

Transcription

1 IT Service Management Process Vs. Tools A Best Practices Approach Introduction Setting the Table Process Vs. Tool Achieving Desired State Best Practices Critical Success Factors Open Discussion 1

2 Introducing Our Speakers Mike Battistella President, Solutions 3 ITSM/ESM Architect Course Developer Instructor Founder: Operation Transformation Corp. Ron Reichenbach Enterprise Accounts ITSM-BSM-MDM Business Requirements Partner Management Speaker Introduc-on 2

3 5/13/15 Setting the Table 3

4 The Help Desk The Early 1980 s Primarily DOS Based PCs Focus on Common Problems Minimal Business Alignment Call Handling Not Efficient Lack of Resolution Tools Lack of Defined Process Lack of process causes lots of $$ s lost due to duplication of effort No consistency Lack of a single POC from Department to Department The Problem 4

5 The Service Desk Defined Processes Business Alignment Focus on Customer Service Consistency Across IT Areas Integrated Processes Process Owners Continuous Service Improvement Help Desk Vs. Service Desk Help Desk Reactive Incident Management Only Address IT Technical Issues Focus is on Resolving Issues, not finding Root Cause Key Performance Indicators are: Call Times First Call Resolution Time Spent on Issues Service Desk Proactive Incident & Problem Management Single Point of Contact SPOC HR Service Requests Facilities Requests IT Procurement Focus on Providing Service Management Customer Service is Key Metric in addition to standard Service Desk Metrics 5

6 Help Desk è Service Desk Help Desk Perspec,ve è Service Desk Perspec,ve Inward Focus è Outward Focus Technology Focus è Service Focus Ad Hoc Process è Structured Process Best Effort Provided è Measured and Accountable Reac-ve è Proac-ve Fragmented è Integrated Segmented Ownership è End- to- End Ownership IT Service Management Process Vs. Tool 6

7 IT Service Management (ITSM) The principles and practices of designing, delivering and maintaining IT Services, to an agreed level of quality in support of a customer activity. From A Dictionary of IT Service Management Terms, Acronyms and Abbreviations What is an IT Service? A set of related components provided in support of one or more business processes. The service will comprise of a range of configura-on item types, but will be perceived by the customer and users as a self- contained, single, coherent en,ty. From A Dic-onary of IT Service Management Terms, Acronyms and Abbrevia-ons 16 The entirety of activities directed by policies, organized and structured in processes and supporting procedures that are performed by an organization or part of an organization to plan, deliver, operate and control IT services offered to customers. It is thus concerned with the implementation of quality IT services that meet the needs of customers, and is performed by the IT service provider through an appropriate mix of people, process and information technology. IT Service Management 7

8 The Service Desk The Consolidated Service Desk 8

9 5/13/15 IT Governance ITIL 9

10 Tool Only Approach Acquisition based on bells-whistlesfeatures-functions Without Process; Nothing more than a complicated, advanced, and expensive Trouble Ticket System ITSM Project Without Process With Process 10

11 A Fool with a Tool HP White Paper Author: Lindsay Parker Outdated Still Applicable Achieving Desired State 11

12 5/13/15 Where to Start Iden-fy Current State Build a Plan to Desired State Vision Statement Provide an efficient and effective, customer-focused Service Desk that focuses on the correct alignment of the six major building blocks SD Foundation People Process Products Partners Customers 12

13 1. Service Desk Founda-on Vision Statement Mission Statement Define SD Organization Service Desk Structure w/roles & Responsibilities Map out Functional Flow Identify Service Offerings Service Desk Structure Included Staffing Levels Service Desk Staff Service Managers Process Owners Level Based Operations Clearly Defined Skill Req s Position Descriptions Performance Metrics Training Process Technology Soft Skills Ongoing Development 2. People 13

14 3. ITSM Process Well Defined Documented Published Communicated Enforced Instrumented Measured Improved More Than a Flow Diagram Change Mgt. Example Process Definition Process Owner Roles & Responsibilities Scope Definition Change Board Change Advisory Emergency Change Boundaries Metrics Executive Reporting Forward Schedule of Change Approval Process Authorizations to Approve Categorizations CAB Meeting Agenda 14

15 4. Products Rarely a Single Tool Instruments Process Automates Workflow Primary & Secondary Administrators End Users must be Trained Prefer a Consolidated Platform Focusing on SAAS 5. Partners Internal Business Partners Service Providers Vendors Professional Services Training 15

16 6. Customers Agreed Upon Service Level Agreements (SLA) Improved Customer Satisfaction Effective Customer Communication Customer Satisfaction Surveys Focus/Metric on Improvement Best Practices 16

17 ITSM Value Proposi-on ITSM is not simply an issue of People, Process, & Technology. It is using Integrated Technology which is designed around, embeds and Integrates Processes to support, enable and help Integrate People to be`er perform their jobs, as well as Innova-ve and skilled Partners to assist and complement your team. Overall IT Strategy and RoadMap to get to Desired State Architecture & Implementation Resources Process Design & Implementation Resource Requirements Project Management Training Needs Skills Management Where To Start? 17

18 5/13/15 RoadMap to Desired State Current State - Confirmation Maturity Level - Indication Requirements - Identification Desired State - Definition Implementation - Plan Milestones in Achieving Desired State architecture tool selection project phases time line capability definition production releases system & product requirements work packages (i.e. LOE) costs & benefits Requirements Gathering Business Requirements Focused on business drivers and business improvements Technical Requirements Capabilities that support the business requirements Usage Requirements Understand what the users need and how they will be using the solution Product Requirements What does the tool/application need to be able to support the above requirements 18

19 Solu-on Selec-on Service Management Service Desk Platforms Service Catalog CMDB Asset Manager Automation Enterprise Management Network/System Managers Application/Database Managers Critical Notification System Executive Reporting/Dashboard Project & Portfolio Management Resource/Skills Management Asset Management Training Program Approach Role-Based Definition Process- Procedures- Work Flows 19

20 5/13/15 Training ü Administration/Tool Training Early in Each Phase as needed Primary & Secondary tool specialist Train-the-Trainer approach ü End User Training Timing coincides with Production Release Multiple 2 or 4 hour sessions as needed Class size: students Materials customized specific to Service Desk configuration ü Each student receives a customized work book Slide, Student Notes, Exercises ü ITIL Practitioner Training is ongoing throughout the project Critical Success Factors 20

21 5/13/15 Cri-cal Success Factors Internally Externally Management Commitment & Participation Service Desk appropriately staffed Dedication to Training Resistance to Change Awareness Campaign Appropriate Financing Accountability Realistic Expectations Communication Resource Commitment Project/Program Mgt. Vendor/Tool Selection Implementation & Training Partners Implementation Plan Partner Eco-System Resistance to Change Communication Project Management Execu-ve Commitment Without it, PLEASE do not take on an initiative of this importance!!! Appropriate funding Resource dedication Visible involvement Participation Performance appraisal Hard discussions Labor negotiations Executive sponsorship Fight the fights Show the passion Twist arms when needed 21

22 5/13/15 Open Discussion Industry Recogni-on C12 Group Nehemiah Award Crystal Globe Award Best Implementation Global Service Desk Implementation Spirit Award Rising Star Selected into the SBA of NJ Emerging Leaders Program 22

23 How to Contact Us Mike Battistella President (201) Domenic Battistella Vice-President (804) Ron Reichenbach Sr. Account Manager (908) h`p:// Thank You!!! 23