ITSM:Redefining The Basics

Tobyservicedesk360.com@tobyonsushi

What is the

purpose of IT?

Utility To The

Business?

Enabling The

Business?

The purpose of IT is to build and

nurture the relationship a business has

with technology

What are the basics?

Incident, problem & change

Security

Customer service

Efficiency & Cost

People management

“no one ever got fired for buying IBM”

But the workplace

landscape is changing….

What are the new

basics?

Problem Solving

Privacy, Data & Identity

Experience Design

Value Creation

Leadership & Learning

Things will continue to

break…

…people will continue to

panic

Business Value Dashboard:Demonstrating how IT investments and strategies create meaningful business outcomes

Business Value Dashboard:Demonstrating how IT investments and strategies create meaningful business outcomes

Incident, problem & change

Problem Solving

Security

Privacy, Data & Identity

Customer service

Experience Design

Efficiency & Cost

Value Creation

People management

Leadership & Learning

The Fast

Response Model

Feature

No Technical Hierarchy(No one is assumed incapable)

‘Time to fix’ based ticket assignment

Open channels to Service Desk

Weekly role rotation & handovers

Benefit

Fully technical front line

Responsive escalation process

Reduces customer effort

Varied & motivating work loadPeer led performance review

Tobyservicedesk360.com@tobyonsushi