From reactive helpdesk to predictive enterprise service management

From Reactive Helpdesk to Predictive Enterprise Service Management

Improving the maturity and efficiency of your Service Mngt organization

1st and 2th of November 2017 | Jaarbeurs Utrecht | Jim Helsen, Sales Team Manager

About speaker

© OMNINET 2017

Jim Helsen

Sales Team Manager

since 2011 at OMNINET FOTO Speaker

OMNINET Facts & Figures

OMNINET BENELUX 23

FTE DEVELOPMENT TEAM 80

+19y OMNITRACKER VENDOR

SERVICE MANAGEMENT PARTNER

OF OUR CUSTOMERS

FOUNDED IN 1993

HQ

GER

MA

NY

HQ

BEN

ELU

X

© OMNINET 2017

Agenda

Agenda

IMPROVEMENT

OF EFFICIENCY

MATURITYReactive IT Helpdesk IT Service Desk Proactive Enterprise Service Mngt

Ticketing

Self Service

Multi-Channel

Cross Application

Cross Department

Service Oriented Working

Asset BasedWorking

Shared Service Centre

ITIL Ticketing

© OMNINET 2017

From Reactive Helpdesk to predictive Enterprise Service Management

Presentation Approach:• Explanation by principles• Based upon customer experiences• Pragmatic Examples (OMNITRACKER)• The 3 levels are a growth process

Agenda

Focus Areas during this presentation:

1. Focus

2. CMDB

3. Processes

4. Reporting

5. Interfacing

6. Automation

7. Conclusion

1. Reactive IT Helpdesk

2. IT Service Desk

3. Proactive Enterprise Service Management

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Reactive IT Helpdesk


IMPROVEMENT OF

EFFICIENCY


Ticketing

Self Service

Multi-Channel

Cross Application

Cross Department


Asset BasedWorking


ITIL Ticketing

© OMNINET 2017

Reactive IT Helpdesk : 1. Focus

© OMNINET 2017

Reactive IT Helpdesk : 1. Focus

Reactive IT Helpdesk IT Focus (technical)

Goal is to get a basic structure in the IT Support

Asset oriented

CI focus

Few IT processes

IT Organization is loosely steered by Tool

Basic Workflow Management

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Reactive IT Helpdesk : 2. CMDB

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Reactive IT Helpdesk : 2. CMDB

CMDB is focused on CI’s

Goal is knowing what IT equipment is in place

PCs / ServersIT Infrastructuur

ServersSLA

SLA

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Reactive IT Helpdesk : 3. Processes

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Service Design Service Transition

Service catalogue management

Service level management

Capacity management

Availability management

Knowledge management

Change management

Service asset & configuration management

Release & deployment management

Service Operations

Incident management

Problem management

Request fulfilment

Identity & access management

Event management

Self-service portal (SSP)

Web Shop & Order Management

Miscellaneous

Master data

Activity management

Time Registration

HR, Facility …

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Workflow Management (WFM)

Organization is loosely steered by tool

Process oriented approach

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F.e. Service Request (ITIL V3 Compliant)

Reactive IT Helpdesk : 4. Interfacing

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Reactive IT Helpdesk : 4. Interfacing

General

Interfacing is mainly used to populate Master Data and import CI’s

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Reactive IT Helpdesk : 5. Automation

Basic solution to enable follow-up of tickets, automatization is not in scope.

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Reactive IT Helpdesk : 6. Reporting

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Reactive IT Helpdesk : 6. Reporting

• Day to Day Reporting– Technical focus (filters, views …)– Add-hoc reporting

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Reactive IT Helpdesk : 7. Conclusion

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Reactive IT Helpdesk : 7. Conclusion

IMPROVEMENT OF

EFFICIENCY

MATURITY


Ticketing

Self Service

Multi-Channel

Cross Application

Cross Department


Asset BasedWorking


ITIL Ticketing

© OMNINET 2017

IT Service Desk

IT Service Desk

© OMNINET 2017

IMPROVEMENT OF

EFFICIENCY


Ticketing

Self Service

Multi-Channel

Cross Application

Cross Department


Asset BasedWorking


ITIL Ticketing

IT Service Desk : 1. Focus

© OMNINET 2017

IT Service Desk : 1. Focus

IT Service Desk IT Service Focus (Operational)

Goal is to define and support IT service

More IT processes are supported

Processes are enhanced with Activities and Time registration

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IT Service Desk : 2. CMDB

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IT Service Desk : 2. CMDB

IT Services are defined within the CMDB

Goal is to know which IT Services are offered and how these are composed

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Servers

IT ServicesSLA

IT Service Desk : 3. Processes

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Capacity management



Change management



Service Operations

Incident management

Problem management

Request fulfilment


Event management



Miscellaneous

Master data

Activity management

Time Registration

HR, Facility …


Workflow Management (WFM) + Basic Activities + Time Registration

Organization is guided by the Tool

Activity oriented approach

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F.e. Service Request (ITIL V3 Compliant)


Workflow Management (WFM) + Basic Activities + Time Registration

Resource utilization view

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IT Service Desk : 4. Interfacing

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IT Service Desk : 5. Automation

Automation is used to: Create incidents based upon the input of monitoring tools

Interface with configuration tools to execute service requests

Speed up creation of tickets via Computer Telephony Integration

Exchange ticket info via interface to other ITSM Tools

Extend ticket input and communication via social media integration

Introduction of Self Service Portal

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OMNITRACKER Self Service Portal

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OMNITRACKER Self Service Portal: Service Catalogue

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IT Service Desk : 6. Reporting

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• Operational Reporting– Global Overview of Service Performance– Global Overview of Team Performance

IT Service Desk : 7. Conclusion

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IT Service Desk : 7. Conclusion

© OMNINET 2017

IMPROVEMENT OF

EFFICIENCY

MATURITY

Reactive IT Helpdesk IT Service Desk

Ticketing

Self Service

Multi-Channel

Cross Application

Cross Department


Asset BasedWorking


ITIL Ticketing

Advice:• First define the most important IT services• Make the Self Service Portal easy to use• Start with basic Service Catalogue• Start with measuring SLA’s via reporting

Proactive Enterprise Service Mgnt

Proactive Enterprise Service Mgnt

IMPROVEMENT OF

EFFICIENCY


Ticketing

Self Service

Multi-Channel

Cross Application

Cross Department


Asset BasedWorking


ITIL Ticketing

© OMNINET 2017

Proactive Enterprise Service Mngt : 1. Focus

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Proactive Enterprise Service Mngt : 1. Focus

Enterprise Service Management Business Service Oriented (Customer focus)

Goal is to define and support the complete Business Services (also non IT)

Business oriented support

Cross department

Shared Service Center

IT and Business processes are supported

IT Organization is completely steered by (IT)SM Tool / Processes

Business Processes can be supported by using BPMN only processes

© OMNINET 2017

Proactive Enterprise Service Mngt

Proactive Enterprise Service Management

Definition: Creating or controlling a situation rather than just responding to it after it has happened.

Key focus points: Supporting of Additional Processes

Include warning events from monitoring tools

Extended analytical reporting

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Proactive Enterprise Service Mngt : 2. CMDB

© OMNINET 2017

Proactive Enterprise Service Mngt : 2. CMDB

CMDB is used to define Business Services

Goal is to know which Business Services are offered and how these are composed


Servers

IT Services

Business ServicesSLA

© OMNINET 2017

Proactive Enterprise Service Mngt : 3. Processes

© OMNINET 2017





Capacity management



Change management



Service Operations

Incident management

Problem management

Request fulfilment


Event management



Miscellaneous

Master data

Activity management

Time Registration

HR, Facility …

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ITSM

FACILITY MNGT

PROJECT MNGT

SALES MNGT

REQUIREMENTS MNGT

OPERATIONS

STOCK & ORDER MNGT DISPATCH MNGT (+ GIS)OPERATIONS

RISK MNGT

DOCUMENT MNGT

PROJECTS

CONTRACT MNGTSALES

SYSTEMS ENGINEERINGDEVELOPMENT

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SELF

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OMNITRACKER BUSINESS INTELLIGENCE

INTERFACING (25X TYPES & PROTOCOLS)

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1. Workflow Management (WFM)

2. Workflow Management (WFM) enhanced with BPMN processes (scenario driven)

3. Full BPMN Processes

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Proactive Enterprise Service Mngt : BPMN

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BPM

• BPM is created to document and execute detailed (business) processes

• Out-of-the-Box Cross Department visibility and cooperation

BPMN

• BPMN is today a worldwide standard (ISO/IEC 19510:2013)

• BPMN 2.0 processes can be interchanged between software/tools

• BPMN 2.0 is developed with automation in mind (interfacing with other tools)

Summary

• BPMN 2.0 is a business language that everybody understands

• BPMN 2.0 models can be detailed (scenario/case based)

• BPMN 2.0 supports the documentation and the execution (e.g. user tasks, service tasks)

Conclusion

• BPMN is an automation enabler

• Provides visibility of the processes and automatic follow-up (control)

• Can span cross department (outside IT)


Workflow Management (WFM) enhanced with BPMN processes

Scenario driven

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BPMN 2.0 Compliant

Service Request (SR ticket)

ITIL V3 Compliant


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Full BPMN


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Full BPMN HR Process

Proactive Enterprise Service Mngt : 4. Interfacing

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Proactive Enterprise Service Mngt : 5. Automation

Automation is extended to Non IT Tools (f.e. Coswin for Facility Management)

Automations is introduced into the BPMN Processes

Introduction of Business Service Portal

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Connectors to the following tools will be available (out of the box):

Active Directory

Exchange Server

Sharepoint Server

FTP Server

Basic (Log Message)

Email

File System

OMNITRACKER

Connectors can be created via:

VBScript

Windows PowerShell

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A large collection of MS Powershell scripts can be found on

https://gallery.technet.microsoft.com/scriptcenter

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https://gallery.technet.microsoft.com/scriptcenter

OMNITRACKER Self Service Portal

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Proactive Enterprise Service Mngt : 6. Reporting

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• Analytical Reporting– Analysing and Steering of services– End to End insights

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BI Report (customization sample)

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Proactive Enterprise Service Mngt : 7. Conclusion

© OMNINET 2017

Proactive Enterprise Service Mngt : 7. Conclusion

IMPROVEMENT OF

EFFICIENCY

MATURITY

IT Service Desk Proactive Enterprise Service Mngt

Ticketing

Self Service

Multi-Channel

Cross Application

Cross Department


Asset BasedWorking


ITIL Ticketing

© OMNINET 2017

Advice:• Start using “Call ticket”

functionality• Start modeling your IT and

Business processes • Start automating easy but

highly used business processes (low hanging fruit)

• Create end to end processes• Report on end to end

processes (focus on bottlenecks)

From reactive helpdesk to predictive Enterprise service Management

Summary

Summary

IMPROVEMENT OF

EFFICIENCY

MATURITY

Reactive IT Helpdesk IT Service Desk Proactive Enterprise Service Mngt

Ticketing

Self Service

Multi-Channel

Cross Application

Cross Department


Asset BasedWorking


ITIL Ticketing

© OMNINET 2017

Questions?

DEMO: Booth 01.C077

Questions ?