Post on 13-Aug-2015
IT SERVICE MANAGEMENT FOR NON-TECHNICAL MANAGERS AND EMPLOYEES
Danil DintsisPh. D., PMP®, EXIN® accredited trainer
www.i-mokymas.com
info@i-mokymas.com
consult@Dintsis.org
(HOW CAN YOU EFFECTIVELY WORK WITH YOUR IT PEOPLE)
BRIEF ABOUT THE PRESENTER
Ph. D. in System Analysis (Doctorate degree, ISCED verified)
Ph.D. in Technical management (Candidate degree, ISCED verified)
Portfolio manager and IT consultant, teacher and coach for 15+ years with the following certifications:
PgMP (Program and)PMP® (Project Management professional)
EXIN accredited trainer for ITIL®, MOF®, Cloud computing, Operation services and Analysis (OSA®)
http://www.i-mokymas.com
AUDIENCE OF THE WEBINAR
Financial managers, bookkeepers
Designers and artists
CAD engineers
Office employees
Many – many others!...
IT – IS A PROBLEM, BUT SOLUTION AS WELL!
How ITSMmay help us?
Or a part of solution
Information Technologies
Is it a problem?
WHAT IS ITSM
Measurable targets for IT
IT supportsMain business
IT as a Service Business-IT alignment
STEP1. ALIGN YOUR BUSINESS NEEDS WITH IT TOOLS
DEFINE IN SIMPLE WORDS: WHY DO YOU NEED IT SERVICES
Designer: “I need Adobe Photoshop, Corel, I need a colored printer and Internet access to search images, examine new trends by competitors”.
Bookkeeper: “ I need a stable bookkeeping system, especially at the reporting periods. I need updates for all tax regulations…”
Salesman: “I want to see relationship and purchasing history for each customer, its calendar events. E-mail and VoIP collaboration MUST be integrated. I should have access to the CRM system from any location”
Top manager: “I need reports, analytical information, 24h access to my e-mail account, fast calls to my assistants”
WHAT INFLUENCE MAY IT HAVEON MAIN BUSINESS PROCESSES
What are the risks and opportunities of using IT services?
What is the value added by IT?
How can we measure IT service value?
SERVICE CATALOGUE - CHOOSE SERVICES YOU REALLY NEED
Service catalogue contains full and transparent set of services, KPIs, and components
SERVICE CATALOGUE: STEP TO TRANSPARENCY
SC includes at Business level: Service attributes
Support days and hours
Service manager
Service KPIs (for example, Availability level, Restoration time in case of a failure, consulting services, regular updates, etc.)
Thresholds: No more than 3 seconds to restore a critical service (Internet banking system)
No more than 4 hours to restore Corel Draw (re-install)
Reporting tools and periods, e.g: Excel
Dashboards…
Escalation contacts
Service cost
STEP 3. SERVICE LEVEL AGREEMENT
Agreement between IT Department/outsourcing provider and business department
Regulates certain service conditions, KPIs, and interaction procedures for a single IT service or a group of IT services provided for this business unit
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SLA PROCEDURES EXAMPLES
Call process procedure
RFC process
Regular activities procedure
KPIs
Control procedure
Escalation procedure
Third-party dependencies (e.g. Internet provider and/or external Datacenter)
CONTROLLING SLA – CLEAR VISIONOF IT ACHIAVEMENTShttp://i-mokymas.com
STEP 4. CSI – IMPROVE CONTINUOUSLY
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THANK YOU!
.
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