Get SMArt! Malcolm Fry Cherwell and ITSM Ambassador

Transcription

1 Get SMArt! Malcolm Fry Cherwell and ITSM Ambassador

2 No NOT that Get Smart

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5 Salvador Dali

6 George Seurat

7 Sorry Seurat

8 Picture code/legend - example

9 Claude Oscar Monet

10 John William Waterhouse

11 L S Lowry

12 Stephen Wiltshire

13 Bev Doolittle

14 Leon Keer

15 Banksy

16 Am I having a Dali moment? Or Is it a.moment?

17 Which one do you prefer? Workarounds are one dimensional Look at services with an open mind Perception is the key The danger is in the detail Precision takes time and resources Result is not always what you wanted Don t accept vague or incomplete Feel good is good for staff Stay focused on staff and services

18 Or is it one of these? The struggle for 100% You need a team dream The clearer the dream the better the results Don t manage chaos eliminate chaos Plan - get involved in change etc. Get involved in new services - questionnaire You can achieve great services with guts Document quality AND performance Develop staff to meet their potential

19 Or maybe one of these? Always review before accepting Look for hidden anomalies Learn from experience knowledge Keep your ITSM perspective Go to the correct meetings Look from every angle customer first Make your presence felt Issue reports that impress ITSM will inherit the world

20 If you ran an art museum!!! Lowe Museum Miami

21 Typical ITIL gallery Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Financial for IT Services Service Portfolio Demand Strategy for IT Services Business Relationship Design coordination Service Level Availability Capacity IT Service Continuity Service Catalog Information Security Change Service Asset & Config. Release & Deployment Transition Planning and Support Service Validation and Testing Change Evaluation Knowledge Incident Problem Request Fulfilment Access Event Technical IT Operations The 7 step improvement process Supplier Application Service Desk

22 ITIL Action Components Service Desk Event Request Fulfilment Action Incident Problem Change Release & Deployment IT Operations Access Service Asset & config management

23 ITIL Influencing Components Service Desk Event Request Fulfilment Action Incident Problem Change Release & Deployment IT Operations Access Service Asset & config management Influencers Service Level Service Catalogue The seven-step improvement process Service Validation and Testing Change Evaluation Knowledge

24 ITIL resourcing Components Service Desk Event Request Fulfilment Action Incident Problem Change Release & Deployment IT Operations Access Service Asset & config management Influencers Service Level Service Catalogue The seven-step improvement process Service Validation and Testing Change Evaluation Knowledge Resourcers Capacity Transition Planning and Support Application Availability Demand Technical

25 ITIL Underpinning Components Service Desk Event Request Fulfilment Action Incident Problem Change Release & Deployment IT Operations Access Service Asset & config management Influencers Service Level Service Catalogue The seven-step improvement process Service Validation and Testing Change Evaluation Knowledge Resourcers Capacity Transition Planning and Support Application Availability Demand Technical Underpinning Financial for IT Services IT Service Continuity Strategy for IT services Service Portfolio/project Information Security Supplier Design coordination Business Relationship

26 ITIL - another view Service Desk Event Request Fulfilment Action Incident Problem Change Release & Deployment IT Operations Access Service Asset & config management Influencers Service Level Service Catalogue The seven-step improvement process Service Validation and Testing Change Evaluation Knowledge Resourcers Capacity Transition Planning and Support Application Availability Demand Technical nderpinning Financial for IT Services IT Service Continuity Strategy for IT services Service Portfolio/project Information Security Supplier Design coordination Business Relationship

27 Service Strategy Service Design Service Transition Service Operation Continual Service Improvement Change Incident Release and Deployment Problem Service Asset & Configuration Request Fulfilment Access Event IT Operations Action Components Service Desk Service Catalog Service Level Service Validation and Testing Change Evaluation The seven-step improvement process Knowledge Influencing Components Demand Availability Transition Planning and Support Application Resourcing Components Capacity Technical Financial Service Portfolio IT Service Continuity Information Security Strategy Generation Supplier Underpinning Components Business Relationship Design coordination

28 Art is everywhere just look for it

29 Thanks Malcolm Fry Thanks ITSM and Cherwell Ambassador