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ITSM Tools – Making the right choice the first time
Sharon Taylor – President Aspect Group IncChief Architect - ITIL
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Your Speaker Today . . .
Sharon Taylor
President, Aspect Group, Inc. since 1999
CIO for 14 years
CEO for 10 years
Author, thought leader
Dedicated to the ITSM industry
Chief Architect ITIL V3
Chief Examiner ITIL V3
Chair, itSMF International
ISM, Fellow
Strategic Advisor, ICSM
www.aspect360.net
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Agenda
Common aches and pains
Filtering out the noise
Assessing requirements
Tools as your strategic partner
Decision factors
Advice
Common aches and pains
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Aches and pains
Too late to say goodbye? Reluctance to write off old investment Failure to realize that this can cost more in
the long run Heavy customization and configuration Innovation past its time
Grandma’s quilt Comforting but full of holes Patchwork of solutions stitched together Array of tools that don’t work together as
needs mature
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Aches and pains
Analysis paralysis Too much to choose from Unclear on how to filter the noise
from the music Stalled requirements building Keeping up with the Jones’
Tools:Detectors Reveal Invisible
Particles and Forces
Spark Chamber
Detector Detail
Ionization Detector
Geiger Counter Cloud Chamber
Before the tools...
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Place the horse before the cart
Get processes, adoption, workflow in place first, THEN think about tool requirements…
Define outcomes that you need from tools that relate to these Talk to the business and listen to their view of what QoS means Be realistic about what you can automate with tools Plan beyond the horizon Think of what is possible from 3 perspectives
» Strategic» Tactical» Operational
Use your maturity path as a guide» Incident, Change, Config, etc.
Go back to the service lifecycle
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Innovative thinking first
Look beyond the obvious things to push your
idea of need to the next level
Tools as strategic partners» Analytical, trending, patterns of service use, capacity and demand
intelligence» Portfolio management, portfolio and investment management» Self help for customers and IT staff» Cost and risk avoidance» Return on investment
Risk and reward» Vendor relationships» Tool delivery models: SaaS, provider-hosted, trial subscription,
procurement partnering Post-sales needs for implementation, training, support Rate of organizational change Migration and integration needs Architectural constraints or opportunities
Defining needs
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Establishing Requirements
Defining Mandatory and Desirable functionality» A Mandatory requirement should be a tool function or capability that a
process activity cannot be executed efficiently without OR which provides a significant benefit or cost saving
―Example: automatic population of customer data in a record
» A Desirable requirement should be a tool function or capability that provides an automation benefit but would not exclude a tool from consideration if absent
―Example: a graphical representation vs. a sorted data view
Mapping process use to tool requirements» Walk through the way each process works and document the flow, listing
tool functions that can automate or support it (building a workflow map will help)
» Determine which are Mandatory and which are Desirable
» List the points of integration to other processes, hand-offs and triggers that require additional functions
» Check that each service lifecycle stage is covered and linked
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Establishing Requirements
» Consider both Performance (easy? Fast?) and Functionality (How?) requirements
―Accessibility―Security & audit trail―User defined or system
generated―Execution flow eg.; Detecting,
logging, filtering, transferring, escalating, tracking, monitoring, closing, etc.
―Reporting―Archiving
Building the requirements list» Classify requirements by priority of need weighting them accordingly
during an evaluation
» Organize by process area and lifecycle to check that you cover all areas
» Categorize requirements to organize your needs intuitively
Common pitfalls
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Avoid the tricks and traps
✗Complex and comprehensive are synonymous
an educated balance between best-fit or overkill
✗ You have unique requirements
core requirements are all similar
✗Ram and refine for quick wins
Never try to correct a non-technical problem with a tool
✗Upgrading is cheaper than replacing
Hidden upgrade costs will surprise you
✓
✓
✓
✓
Dollars and sense
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Determining ROI
Number of usersNumber of PCsNumber of IT StaffNumber of s/w licensesCost per IncidentIT BudgetFirst-time fix rateCost per incidentCost per changeCost per problemService DowntimeUser TCOService Desk costRequest Fulfillment timesRequest Fulfillment costs
Cost savings reductions in operational costs through improved automation
Future state operational
costs
Project costs
Current Operational
costs
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Tips
1. Don’t rush in no matter how pressured
2. Make the vendor choice as critical for best-fit as the tool is
3. Avoid short-sighted vision about needs
4. Talk to experts, customers, vendors
5. Choose technology that fits you – not solutions that you have to fit into
6. Question the obvious and look for the not-so-obvious automation opportunities
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Additional Resources
Axios Systems Details:www.axiossystems.comassyst@axiossystems.comhttp://twitter.com/axios_systems
ITSM Tooling Resources:Sharon Taylor Webcast Recording:
http://www.axiossystems.com/en/resources/detail.php?webcast=44 Sharon Taylor White Paper:
Coming Soon!Axios ITSM ROI calculator: Submit your request for the ITSM ROI calculator here:
http://www.axiossystems.com/en/contact/contact.php Alternatively, you can email assyst@axiossystems.com with your request.
Axios Systems provides numerous other ITSM-related
resources on our website, including:▪ White Papers: http://www.axiossystems.com/en/resources/itil-white-papers.php ▪ On-Demand Webcasts: http://www.axiossystems.com/en/resources/itil-
webcast-on-demand.php▪ Solution Datasheets: http://www.axiossystems.com/en/resources/itil-
datasheets.php ▪ Case Studies: http://www.axiossystems.com/en/resources/itil-case-studies.php
Thanks to our partner for co-sponsoring webcast:
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Over 21 years of focused and organic growth to become a global leader in IT Service Management delivering a best in class solution
Axios assyst and ITIL® ‘grew up in the same neighbourhood’ – assyst technology has been designed from inception and built from the ground up around the ITIL framework
Development of assyst is very customer focused
The assyst core product supports, automates, and integrates all ITIL v2 &v3® processes – in single application
Main areas of differentiation – Service Catalog, Service Design, Workflow Engine, Workflow & Process Design and Self Service – All driven by very easy to use GUI drag & drop tools
Additional Areas of differentiation – Ease of Use, Ease of Admin and Seamless upgrades
The Axios Commitment to ITSM Innovation…
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