Lessons from the ITSM Trenches

Welcome!

Lessons from the ITSM Trenches

Welcome!

Lessons from the ITSM Trenches

Donna KnappCurriculum Development Managerp gITSM Academy

© ITSM Academy

About ITSM Academy

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Since 2003 - Tens of Thousands Trained and CertifiedCertified Process Design Engineer (CPDE)

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A dAgenda

How would you like a job where, every time you make a y ymistake, a big red light goes

on and 18,000 people boo?Jacques Plante

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Lessons Do…from the Trenches

Do…Make your program

10y p g

about service d management and

continual improvement continual improvement, not ITIL®

4© ITSM Academy


Do…Nail down executive

9 sponsorship and bl h establish process

governancegovernance

5© ITSM Academy

Lessons Do…from the Trenches Ensure there is a clear

8 service management strategy; establish a strategy; establish a steering group to steering group to execute that strategy

6© ITSM Academy


Do…Focus on process first;

7p

ensure all stakeholders dare engaged

7© ITSM Academy


Do…Manage organizational

6g g

change

8© ITSM Academy


Make heroes of Early adopters

5 Early adopters People who work to pchange policies and processes processes Admit to mistakes

9© ITSM Academy


Do…Baseline and continually

4y

assess process b l d capability and

performanceperformance

10© ITSM Academy


Do…Tie end-to-end services

3 to business processes

11© ITSM Academy


Do…Start where you’re at

2y

and don’t stop

12© ITSM Academy


Do…Get to the behaviors

1 behind the metrics

Tie measurement systems and metrics to employee performance plans, performance appraisal systems

and compensation plans

13© ITSM Academy

and compensation plans.

Lessons Do not…from the Trenches

Do not…Label metrics and

10 reports “TBD”; measure h ’ lthings you can’t explain

14© ITSM Academy


Do not…Lead with a tool and

9 hope it will fit; heavily lcustomize your tools

15© ITSM Academy


Do not…Place blame

8

16© ITSM Academy


Do not…Go too long without

7g

reminding people that service management is

importantimportant

17© ITSM Academy


Do not…

Confuse roles with 6 job titles

18© ITSM Academy


Do not…Go it alone

5

19© ITSM Academy

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Visible OPS

From Help Desk to Service Desk

Certified Process Design Engineer (CPDE)

ITIL Service Strategy

ITIL PPO

ITIL RCV

ITIL OSAITIL Managing Across the Lifecycle (MALC)

Defining Your Service Catalog

Service TransitionOverview

Service Operation

the Lifecycle (MALC)ITIL Service Design

ITIL Service Transition

ITIL Service Operation

OverviewITIL ContinualService Improvement

Apollo 13 Simulation

ISO/IEC 20000Foundation

ITIL Foundation

Assigning Dynamic Roles and Responsibilities

Customer Service Excellence

MOF Foundation

ITIL Executive Overview

ITSM ITIL O i

Leadership Skills

Building Blocks ofProcess Design

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ISO/IEC 20000 Overview

ITIL Overview

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Education, Florida Department of Education, offering occupational

ITSMP® Diplomas.

On our website, this symbol

indicates courses which accrue clock hours toward a Diploma as:

Change Manager

Support Manager

Service Level Manager

27© ITSM Academy

Service Level Manager

Want to Learn More?

Master

M i A th Lif l

5 credits

ITIL Expert Certified Process

Design Engineer (CPDE)

Complementary Course1.5 credits

ISO/IEC 20000 Foundation

Complementary Course1 credit

Service Offerings and Agreement (SOA)

Managing Across the Lifecycle

3 credits each 4 credits eachCSI

Planning, Protection and Optimization (PPO)

Release, Control and Validation (RCV)

Service Offerings and Agreement (SOA)

SSSD

ST SO

Lifecycle Stream Capability Stream

Operational Support and Analysis (OSA)

2 credits © ITSM Academy 2008

28© ITSM Academy

V3 Foundation

Lessons from the ITSM Trenches

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