Innovative Practices in

Service Delivery

Chad Gniffke

Brendan Cosgrove

IT Service Delivery is

like SNOW removal

In many places in

the world, it snows.

After a big snow

storm, someone

needs to clean it up.

There are 4 levels of

snow removal.

What is level 4?

The 4 Levels of

IT Service Delivery

Level 1 IT Service Delivery

• Manual

• Very little standards

• Time intensive

Level 2 IT Service Delivery

• Decentralized

• Managed Through

Remote Control

• Antivirus Standards

• Backup Standards

• Security Patching

Level 3 IT Service Delivery

• Centrally Managed

• Automated

Alerts/Monitoring

• Security Patching

• Managed AV

• Managed Backup

• Script utilization

Level 4 IT Service Delivery

• Process, Flow,

Measurement

• Self Healing

• Preventative Scripting

• Culture of Kaizen!

Level 4

IT Service Delivery

Stopping the snow all together

Standard Process

• Build them

• Company buy in

• Keep accountable

Flow

• Improving

flow or

smoothness

of work– False positives

– Escalation polices

WASTE

FLOW

• Any movement by

people or equipment

that does not add

value

• Defects, rework,

repair or waste in its

simplest form

Measurement

Use visuals so no

problems are hidden

Preventative Scripting

• Start manual

• Build 3

• Go BIG

Self Healing

Kaizen

NOC Services

Help Desk Services

Professional Services

Consulting Services

People Process Technology

• Presentation available on:

–www.slideshare.com/chadgniffke

Thank You