ITSM Pitfalls
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Transcript of ITSM Pitfalls
Presented by Ryan Ogilvie
Avoiding Service Management Pi8alls
@ryanrogilvie #ShareIT13
QuesBons and Comments
Overall Service Management ImplementaBon
Individual Process Review
Overall Service Management ImplementaBon
Overall Service Management ImplementaBon
• Where are you now?
Overall Service Management ImplementaBon
• Think about the goals of the implementaBon
• Why we are doing this?
• What it will accomplish?
Define a Goal
• Scope is crucial
Determine the Scope
• Scope is crucial
• Your scope should include:
▫ Which processes you are implemenBng
▫ The roles you will need to support those processes
Determine the Scope
• Build or rework processes to support the implementaBon.
• They don’t need to be complicated
• In fact they should be simple
Determine Processes
• Tell people what you are doing – Market your launch
• Many ways to do this ▫ Blog about it ▫ Lunch and learns ▫ NewsleUers ▫ Social Media Keep people informed
Communicate
• Develop some metrics
• Keep them simple
• Improve on what you measure
Measure
• CSI – Review your status… conBnuously
• There are NO failures
CSI
• Scope
• Can vs Should
• We need to keep it simple
• As processes mature this will open “what abouts”
• Stay away from the “Lite”
ImplementaBon Challenge
Individual Process Review
5 -‐ OpBmizing
Where to Start – Maturity Model
4 -‐ Predictable
3 -‐ Standardized
2 -‐ Managed
1 -‐ IniBal
Review Your Processes
Incident Problem Change Request SACM Knowledge
3.5 3 4 4 2.5 3
Release
2
Review Your Processes
Incident Problem Change Request SACM Knowledge
2.5 2 3 3 2 1
Release
1
• Challenge – Ensuring quick resoluBons
• Remedy – Review your performance with the customer
• You are only as good as your business thinks you are
Incident Management
• Challenge – Commitment to RCA
• Remedy – Alignment with operaBons
• Permanently improving customer experience
Problem Management
• Challenge – Adversely impacBng customers through outages
• Remedy – Understand your business
• The balance of changes
Change Management
• Challenge – Many organizaBons are operaBonalized
• Remedy – Leverage what you have and understand what's needed
• Ensuring customer experience is consistent
Release Management
• Challenge – WORN
• Remedy – Think about what makes sense
• If you build it they will come….
Knowledge Management
• There are over 100 billion global searches being conducted each month.
• 75% of users never scroll past the first page of search results.
• 18% of organic clicks go to the #1 posiBon
Knowledge Management
• Challenge – Scope
• Remedy – Decide what you need
• Determine what will improve the customer experience
SACM
• Challenge – How to best fulfill the request
• Remedy – Determine business needs
• Work with the business and be scalable
Request Fulfillment
Stop thinking about this like IT
Start thinking about it from the Business PerspecBve
Through “Process X” I can reduce the priority 2 incidents from 350 to 100 over 3 months
Ask yourself….
Through a service management strategy I can: � Increase your producBvity � Lower costs � Allow you to deliver in a way your compeBBon can’t
If you could tell your business the following:
Which would you prefer
TwiUer:@ryanrogilvie Blog: hUp://servicemanagementjourney.blogspot.ca/ Linkedin: ca.linkedin.com/pub/ryan-‐ogilvie/2b/183/873/
Thank You