Modern Enterprise Service ManagementWhich Vendor is right for your business?

George Spalding EVP – Pink Elephant

Dennis Callaghan Senior Enterprise Software Analyst, 451 Research

Russel JesskiIT Director, FCCI Insurance

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In tomorrow’s “Everything-as-a-Service World” there will not be a one-size-fits-all approach to selecting the best service management partners for your business. What’s just right for you might be completely wrong for someone else. What is certain is that choosing tomorrow’s ITSM platform based on yesterday’s requirements is a recipe for disaster. So what should you be planning for and who should you be considering?

Topics we’ll discuss:•“SaaS or On Premise?” – the advantages to both, and to choice•Vendor/Client “Culture Match” – the right strategic fit runs deeper than just the technology•Best of Breed vs. All-in-One” – understanding the pros and cons•“Customize vs. Vanilla Install” – what’s preferred, and what’s realistic•“Future Proof” – a checklist to ensure long term success, not just short term gain

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.

Dennis CallaghanDennis is a well respected industry expert with expertise across multiple areas including application integration/middleware, SOA management, desktop management, Platform-as-a-Service (PaaS), and infrastructure management software including application and Internet performance management, IT service and asset management, and event correlation and management.

Russel JesskiRussel Jesski is Director of Information Technology (IT) Service Delivery at FCCI Insurance Group in Sarasota Florida. FCCI Insurance Group uses a regional focus to provide comprehensive property and casualty insurance coverage for the commercial business owner.

As Director of IT Service Delivery, Russel is responsible for leading the defining, executing and overseeing all of IT”s activities around Service Management, Project / Portfolio Management and Enterprise Architecture. Russel works as a conduit between the business and technology to enable the use of effective technologies and processes to maximize organizational effectiveness and speed to market.

THE ITSM LANDSCAPE

Vendor Overview

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Trends in ITSM: Beyond ITIL

IT Management Platforms Consumerization of IT: Self-service Integrated Asset/Client Management Integrated Financial Management Enterprise Service Management

HR Facilities Legal Marketing Customer Service

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ITSM VENDOR LANDSCAPEEnterprise: 10,000+ users to support

ITBM ESM IAM Platform• ServiceNow X X X X

• BMC Remedy X X X X

• HP Service Manager X

• CA Service Desk Manager X X

• Axios X X

• ITInvolve X

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MID-ENTERPRISE1,000-10,000 users to support

ITBM ESM IAM PlatformBMC RemedyForce X

Cherwell X X X

EasyVista X X X X

HEAT X X X

ServiceNow Express X X

Samanage X X

SunView Software X X X

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SMALL-TO-MEDIUM BUSINESS100-1,000 users to support

ITBM ESM IAM PlatformBMC Footprints Service Core (Numara) X

ManageEngine ServiceDesk Plus X X

SysAid X X

EasyVista* X X X X

Samanage* X X

ServiceNow Express* X X

*secondary market

From Service Desk to Service Management

FCCI – IT Service Delivery Team

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Cloud (IaaS, PaaS, SaaS), MobileSoftware, Platform, Infrastructure on Demand

IT Service Management:Integrated Process Automation, Service Request, Incident, Problem, Change Configuration, Release,

Consolidated Operations:Enterprise Event Manager, Correlation, Suppression, Root Cause, Operational Consoles

Foundational Monitoring:Event and Performance Data

collection

Business Services Management:

ITIL, Service Desk, Service Catalog, CMDB, Change Management Process

On-going

Start

Environment Provisioning:Process design, tools, automation

IT Governance:Plan and Organize, Acquire and

Implement,Deliver and Support, Monitor and

Evaluate

Financial Management:Asset Management, Rating

Metering,Chargeback Process, Infrastructure

SOA Capabilities:Business Requirements, Organization & Governance, Architecture, ESB, Applications

Site and Facilities:Site and Facility Strategy & Implementation, Facility

Resiliency, Facility Connectivity, Facility Physical Security

Energy Efficiency:Energy Management and Reporting, Facility

Cooling

InfrastructureTechnologyModernize infrastructureConsolidate workloadsAutomate

People & ProcessAdopt IT GovernanceImplement EA standardsEnsure Sustainability

RecommendedApproach

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How we began the journey… 2013 Consulting engagement identified the need to move to more of a Service Oriented approach across IT

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Service Analyst Project Management Enterprise Architecture – Solutions Architect & Data Architect

Formation of a Team – IT Service Delivery

• Split Service Management & Project Management into 2 distinct Applications• Robust Service Catalog • CMDB • Clear definitions on incident, service request and project• Understanding of ITIL across IT• ESB• Waterfall or Agile / Alignment to PMI• Architecture Principles / ARB• Resource / Capacity Management

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Legacy SD. Very clunky and too customizable. We had everything in there but the kitchen sink with no way to pro-actively monitor what was going on.

What we had…

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Change the vernacular from upgrading our Service Desk to implementing an Enterprise Service Management tool• Dynamic Service Management Platform (from facilities / hr management to

ordering sandwiches)• Deeper visibility into incidents / service requests• Ability to produce a “Showback” report• SLA definitions and monitoring capabilities• Full capabilities across the 5 ITIL domains

What we Needed

•

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"What gets measured gets done. What gets measured and fed back gets done well. What gets rewarded, gets repeated.”John E. Jones

A New Way to Look at Data

Continued adoption / training on tool sets Both EasyVista & PM Tool deployed at the same time Governance creation

Where We are Today

Questions & Answers

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