How to Effectively Implement Business Services with Service Management Tools

How to Effectively Implement Business Services with Service Management ToolsGeorge Spalding EVP – Pink Elephant

D’Arcy McCallum Director of Education, Navvia

John PughDirector, Solutions Consulting, EasyVista

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Is it Possible to Manage Business Services with an IT Service Management Tool?

IT Service Management tools have been around for decades. Many began their lives as mundane and simplistic Help Desk ticketing systems but times have definitely changed! And so have the tools!

Today’s State-of-the-Art Service Management Suites (the “tools” moniker is just way too limiting) allows companies to:– Create an ERP suite to suit your needs and budget– Manage all the IT processes– Provide an easy-to-use development platform for creating applications to key business processes and services

Join us for the next installment of our Pink Elephant webinar series and check out what can be done today that you’ve never even dreamed of.

This ain’t your Daddy’s boring help desk tool anymore.

Agenda

George Spaldinghttps://www.linkedin.com/pub/george-spalding/4/856/384

George Spalding is the co-author of ITIL® V3’s Continual Service Improvement core volume. George Spalding was awarded the 2012 Ron Muns Lifetime Achievement Award from HDI and is one of the world’s most insightful and engaging IT Service Management and Support experts.

In addition to his extensive commitment to improving the industry, George spent several years as a consultant to the White House on technical presentations and White House conferences. He also coordinated technical presentations for members of the President's cabinet, the Smithsonian Institute, and the Federal Bureau of Investigation. George is an ITIL Expert, the highest level in the ITIL certification program, is a regular author of IT articles and white papers, and is a presenter at global ITSM conferences and events.

D’Arcy McCallum• Navvia Director of Education• Background:

• Service Management Consultant & Advisor• 6 Sigma Black Belt • Business Relationship Manager• Service Desk Manager• Process Owner & Manager:

• Information Security• Service Continuity• Change Management

• dmccallum@navvia.com

John Pugh• Director, Solutions Engineering• Certified Cat Herder

• Zoologist by Education• 20+ years in Enterprise IT

• Networking Expert• CTO, CIO roles

• jpugh@easyvista.com

• Consumerized Service Management• Help CIOs become “CSPs”• Built on ITIL from the outside-in• Process Implementation Engine• Codeless Business Process

Management

A Process Design and Documentation EngineSupported by:

• A Process Assessment Engine• A Process Governance Engine• Process Design Education• Templates for ITIL Processes

• CMMI & ISO 15504 Assessments• ITIL 2011 process Strawmodels• COBIT 4.1 & 5 Governance Models

• Consulting Assistance

“It’s seldom the tool that’s the

problem”

If not the tool…then what is?

Automating Business Processes

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Top 3 Causes of Failure Not including all stakeholders Not really understanding the requirements Trying to get it perfect the first time

Automating Business Processes (cont.)

Not Including All StakeholdersNot Really Understanding the RequirementsTrying to get it Perfect the First Time

Automating Business Processes (cont.)

Include the people who will use the processAddress the “why” from each stakeholder point of view

Avoiding the Top 3 Causes of Failure

Not Including All StakeholdersNot Really Understanding the RequirementsTrying to get it Perfect the First Time

Automating Business Processes (cont.)

Know the DataPrototype

Avoiding the Top 3 Causes of Failure

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Not Including All StakeholdersNot Really Understanding the RequirementsTrying to get it Perfect the First Time

Automating Business Processes (cont.)

Iterate & ImprovePrevent Scope Creep

Avoiding the Top 3 Causes of Failure

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Not Including All StakeholdersNot Really Understanding the RequirementsTrying to get it Perfect the First Time

Automating Business Processes (cont.)

Avoiding the Top 3 Causes of Failure

A Demonstration of Understanding and DocumentingRequirements

Questions & Answers

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