ITIL & ServiceDesk Plus

Transcription

1 ITIL & ServiceDesk Plus Alex D Paul Director IT Service Management ZOHO Corporation

2 About Me Alex D Paul Product Manager, ManageEngine, ZOHO Corporation. 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 Author of the widely accepted ITIL Heroes Handbook download free book

3 Agenda The Making of ServiceDesk Plus The Road Ahead

4 Gadgets Makes A Hero Without The Right Tools With The Right Tools Copyright 2010 Zoho Corporation

5 Making of ServiceDesk Plus

6 Against All Odds 700 Helpdesk vendors 7 years too late Expertise focused on Network Management

7 Sizing Up Who Were Against Small players Tickets Only Integrated Ticket + Assets was expensive Big 4 were Add-ons and Smart plug-ins

8 Unreasonably Complicated Creating a scheduled maintenance request 19 page downs and lot of code snippets SELECT np.guid, CONVERT(VARCHAR(12), sm.[interval Date], 1) as 'Scheduled Service Date', CONVERT(VARCHAR(12), DATEADD(MONTH, -sm.[interval (In Months)], sm.[interval Date]), 1) as 'Last Service Date', np.[name] FROM inv_scheduled_maintenance sm JOIN vnetworkprinter np on sm._resourceguid = np.guid WHERE sm.[interval date] = CONVERT(VARCHAR(12), GETDATE(), 1) Source:-

9 Bold Execution SPOC One product to rule them all Easy and affordable so that anyone can use it

10 Sometime in customers in 28 countries Designed for SMBs Large enterprises FAQ: Do you have ITIL

11 People Dependent Inefficiencies Know-It-all-One Man Show Geeks Knowledge Base Average Techs Track KB Articles

12 Tuesday, January 8, 2008 Priority by Higher Decibels

13 Priority Matrix

14 Current State Of Affairs on ITIL ITIL accepted as framework for IT management IT Staff are divided by ITIL V2 and V3 ITIL is only a question of when and how

15 ITIL Emerges As A Standard A best practices framework for managing IT services Defined by OGC, UK Objective : Align IT with Business Base for ISO Popular Standard for Helpdesk and Support Ops In Europe EMEA, and APAC

16 ITIL V3 ITIL V3 gets more focus on BSM Core Modules Service Strategy Service Design Service Transition Service Operation Continual Service Improvement

17 ITIL V3 Essentials Service Strategy Service Design Service Transition Service Operation Continual Improvement Serv. Portfolio mgmt Availability Mgmt Change Incident Serv. Reporting Financial Management Capacity Mgmt Release Problem Service Mgmt Continuity Mgmt Configuration Request Fulfillment SLM Security Mgmt SKM Event Management

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

19 Incident Management Incident is a disruption in the normal service The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.

20 Problem Management

21 Problem Management The goal of Problem Management is to find the root cause of incidents and reduce the impact on business. It is a proactive approach that prevents recurrence of incidents.

22 Change Management

23 Change Management Workflow Tuesday, January 8, 2008

24 Wrong Perception : ITIL takes a lot of time Detailed books and complicated process Expensive Consulting Expensive Tools Copyright 2010 Zoho Corporation

25 Typical Monster-ous ITIL Software Reporting Module Add-on Modules Platform

26 ITIL Complicated with Add-ons & Plug-ins

27 ServiceDesk Plus Got ITIL Ready Built-in ITIL Processes works for 80% of businesses Advanced Users can customize the rest 20% Customization Point & Click no coding required

28 Priority by Higher Decibels

29 Priority Matrix

30 As We Stand Today Customers Global Service Desk Deployments World Class Performance APIs

31 Change Management Implementation 1 Change Record with Process tabs 3 Change Plan Process 2 CAB Approvals 4 Release Management

32 Detailed Demo Helpdesk + Asset Management Service Catalog CMDB And other exciting features

33 The Road Ahead

34 IT Expertise Meets Cloud

35 IT Expertise Meets Cloud

36 Focus Areas ITIL V3 Alignment Service Portfolio Management PinkVerify Certification Change Management CMS (CMDB) Release (Project) Management Mobile Focus Integration Ready

37 Think About IT Only The Paranoid Survive Andy S Grove

38 Re-invent or You ll be Irrelevant Yester-year s Leader New Leaders Copyright 2010 Zoho Corporation

39 ITIL Pays More!

40 Thanks Copyright 2010 Zoho Corporation