Over the years, Service Desk software has become too complex for most organizations. However, the introduction of newer, cloud based solutions provides the opportunity to simplify and improve. In this session, you will learn about the possibilities that cloud-based service management provides for IT organizations and service providers. We share insights into the present and future needs of modern businesses, and the capabilities required to manage services, streamline processes, and drive business. For more information, visit www.nimsoft.com
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1. Simplifying The Service DeskGN003SNTim Rochte Nimsoft
Service Desk Product Marketing Page 1 @nimsoft & @TimRNimsoft
nimsoft, all rights reserved
2. abstractIn this session, you will learn about the forecast
for theindustry with regard to service management in the cloudand
you will gain an understanding of present and futurecapabilities
for managing your service managementstrategy and leveraging the
capabilities of the cloud. Inthe not-so-distant future, process
enablement willabsolutely include cloud technology, so get it right
the firsttime and be on the leading edge of adoption Page 2 2
@nimsoft & @TimRNimsoft nimsoft, all rights reserved
3. Agenda IT is complex. Must IT Service Management follow? How
can we simplify IT? How does The Cloud change things? Where to
start Page 3 3 @nimsoft & @TimRNimsoft nimsoft, all rights
reserved
4. IT is complex.Must IT Service Management follow? Page 4
@nimsoft & @TimRNimsoft nimsoft, all rights reserved
5. Is IT Complex? Credit to: (animation order)
Cleverworkarounds, TechRepublic, HCI-ITIL.com, ERP4IT,
bitinnovation.blogspot.com Page 5 @nimsoft & @TimRNimsoft
nimsoft, all rights reserved
6. IT is not about the tech Page 6 @nimsoft & @TimRNimsoft
nimsoft, all rights reserved
7. IT is about the people and business Page 7 @nimsoft &
@TimRNimsoft nimsoft, all rights reserved
8. IT is simple at the core Think like a service provider, not
a technologist Determine the business need Plan for service Deliver
to expectations Page 8 @nimsoft & @TimRNimsoft nimsoft, all
rights reserved
9. How can we simplify IT? Page 9 @nimsoft & @TimRNimsoft
nimsoft, all rights reserved
10. Focus on what matters to the business Core Chore Supporting
Business Running a data center processes Keeping the network Sales
functional Manufacturing Running ERP systems Finance Running ITSM
applications Enabling users to do their jobs Tech support
Provisioning Page 10 @nimsoft & @TimRNimsoft nimsoft, all
rights reserved
11. Questions Page 11 @nimsoft & @TimRNimsoft nimsoft, all
rights reserved
12. Leverage The World Leverage the cloud You dont have to own
the tools Give work to MSPs You dont have to do everything Follow
Best Practices and Utilize Standards Dont reinvent the wheel
Configure dont customize Are you an ISV? Page 12 @nimsoft &
@TimRNimsoft nimsoft, all rights reserved
13. How does The Cloud change things? Page 13 @nimsoft &
@TimRNimsoft nimsoft, all rights reserved
14. Cloud What is it really? Infrastructure Managed somewhere
for the consumption of the client population Public Cloud
Infrastructure physically located off-site from the company Private
Cloud Infrastructure physically located on-site at the company
Hybrid Cloud Some infrastructure on-site AND some off-site If you
dont already, you WILL have all of this to manage Page 14 @nimsoft
& @TimRNimsoft nimsoft, all rights reserved
15. Cloud Does it help? Cloud technology provides the ability
to: Improve Agility Increase Revenue Reduce Costs Dynamic in nature
of cloud and virtualization also: Increases Complexity and Risk
Makes managing Configuration Information more difficult Makes
managing this agility more reliant on People, Process and
Technology Page 15 @nimsoft & @TimRNimsoft nimsoft, all rights
reserved
16. Where does the Cloud really fit today? IT must accommodate
cloud services and technology into their business More pressure for
IT to run as a service provider Opens doors to more right sourcing
The cloud allows IT to support the elasticity of the business Page
16 @nimsoft & @TimRNimsoft nimsoft, all rights reserved
17. How can you manage in the Cloud? Leverage the cloud for
services that make sense. Examples: Page 17 @nimsoft &
@TimRNimsoft nimsoft, all rights reserved
18. Service Desk in the Cloud The best practices exist ITIL and
practical experience Efficiency and alignment is the business value
Uniqueness doesnt matter Process applications are well suited Low
data flow, common browser UIs Get improvements automatically You
dont have to know the next best thing SaaS app configuration models
Cloud apps have to be mass customized Page 18 @nimsoft &
@TimRNimsoft nimsoft, all rights reserved
19. What to watch out for Services are out of your hands This
demands a true service management focus Application creep The cloud
enables business managers to go rogue Build out tools to manage IT
services no matter where they are Looking at cloud services should
look like any other IT service Ensure that your own tools and
processes are cloud agnostic - Performance monitoring - Do your
tools see cloud resources like internal ones? - Configuration
management - Increased complexity of platforms Page 19 @nimsoft
& @TimRNimsoft nimsoft, all rights reserved
20. Summary Page 20 @nimsoft & @TimRNimsoft nimsoft, all
rights reserved
21. Recommended SessionsSESSION # TITLE DATE TIMEGN003SN
Simplifying the Service Desk 11/14/2011 16:00GN002SN Managing IT at
the Speed of Business 11/15/2011 11:00GN102SN Managing your Cloud
with Confidence 11/15/2011 13:15 Seize the Cloud! Proven Tactics
from a Successful ServiceGN100SN 11/15/2011 14:45 Provider Best
Practices for Private Cloud and VirtualizationGN004SN 11/15/2011
16:00 MonitoringGN007SN User Experience One Perspective To Rule
Them All 11/16/2011 9:45GN006SN Nimsoft SaaS Service Desk
Essentials 11/16/2011 11:00GN005SN Monitoring that Just Works
11/16/2011 13:15GN101SN Cloud Service Assurance Driving Cloud
Availability & QoS 11/16/2011 14:45 Page 21 @nimsoft &
@TimRNimsoft nimsoft, all rights reserved
22. Related Technologies Booth 201 - Nimsoft Monitor Booth 201
- Nimsoft Service Desk Booth 202 - Nimsoft User Experience
Innovation Center - Nimsoft Automation Page 22 @nimsoft &
@TimRNimsoft nimsoft, all rights reserved
23. Thank You! Visit www.nimsoft.com/CAworld2011 for more
information. Page 23 @nimsoft & @TimRNimsoft nimsoft, all
rights reserved