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It’s not hard to fathom the excellence you could achieve through IT Service Management. Getting your arms around it all is the hard part. For most organizations, implementing ITSM can feel like being pulled into a deep abyss. You likely have more questions than answers right now. What do you need to be successful? Where do you even start? Listen on demand to this educational webcast, presented by Randy Michaels of Knowledge ToolWorks, a leading expert on IT and business processes, to learn how you can make ITSM work for you without getting tangled up in its ugly tentacles. What you'll take away: -Benefits and pitfalls of adopting an ITSM framework -Answering the questions "Am I ready?" and "Where do I begin?" -Key process and technology considerations for transforming into a high performing, service-driven organization -The people equation and how to get everyone on board --------------------------------- Presenter: Randy Michael President, Knowledge ToolWorks Randy Michael has been in IT and business management for more than 25 years, and is one of the most knowledgeable and sought after thought leaders and trainers in the industry. He is a full content creator and training provider in the area of business and IT processes. Randy is recognized for his unique approach to IT training programs, specifically around ITIL and ISO/IEC 20000. Beyond training, Randy provides assessments and consulting services to organizations of all sizes. His experience spans all facets of IT in various industries including manufacturing, hospitality, transportation, retail, software, training and consulting. Prior to Knowledge ToolWorks, he held leadership roles in IT, operations, training, and business process management. Randy’s has received the following professional certifications including: ITIL® Foundation ITIL® Expert ITIL® Capabilities Stream (OSA, SOA, PPO ) ITIL® Lifecycle Stages (SS, SD, ST, SO) ITIL® (Masters) - V2 Service Manager ITIL® Practitioner V2 (Release & Control, Support & Restore, Agree & Define) EXIN ISO/IEC 20000 Foundation ISO20k – Alignment of IT and the Business according to ISO/IEC 20000 ISO20k – Control of IT Services according to ISO-IEC 20000 ISO20k – Management and Improvement of IT Services according to ISO/IEC 20000 ISO20K – Professional Support of IT Services according to ISO/IEC 20000 Microsoft – MCP, MCSE Cisco – CCNA, CCDA
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10 Secrets for Taming the ITSM Beast
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WebinarAugust 12, 2014
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Randy MichaelPresident
Presenter25 years in IT Management8,000 People Trained14 ITIL Certifications5 ISO20k Certifications
Cloud-Based IT Service Desk & Asset Management Solution
Host
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The In’s & Out’s of High-Performing Organizations
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Understanding High Performance
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McDonald’s & High Performance?
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High-Performing Organizations don’t become High Performing by accident.
They decide NOT to be Mediocre!
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Winning…NotDon’t allow delusion to cloud what winning means!
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• Right People• Right Process• Right Technology
Winning Requirements
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High-Performing Org’s Require High-Performing IT
Video
Retail
Music
Lodging
Taxi
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What Causes Outsourcing/Off-shoring?
Are you a cost center or a value center?
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High Performance Requires Systems
Consistent DeliveryRepeatabilityDelegation of tasksValue of work product?
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Roadmaps to SuccessFrameworks:Sets of Suggestions for Managing IT Services
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Poll Question
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Continual Service
Improvement
Service Operation
Service Transition
Service Design
Service Strategy
Lifecycle stages help us to understand the natural workflow to be accomplished allowing
delivery of a particular service quality
ITIL® - A Framework for IT Service Management
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ITIL® Core Books / Lifecycle Stages
• Service Strategy• Service Design• Service Transition• Service Operation• Continual Service
Improvement
27 Defined Processes
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It’s a Journey, Not a Project
ITSM adoptions fail by over-reach
SECRET 1
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Unofficial Motto
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K.I.S.S.• Technologists love “hard”• Customers and users love “simple”• Resist the temptation to over
complicate processes & technology
SECRET 2
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Where Do I Start?
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Poll Question
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• What does customer perceive about your work product?
• What already works?
• Incident/Problem/Change? – First thing’s first
• What pain points are evident?
Know Thyself SECRET 3
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Know your Customer
SECRET 4
Wants?Desires?Needs?
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IT Service Management
Poor Controls Business Results
IT Services = Work Product
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IT Service Management
Effective &Efficient IT Controls
Business Results
IT Services = Work Product
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All Businesses Want Three Things:1. Achieve Objectives2. Manage Risk3. Have Fully Utilized Resources
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CircumstancesNeedsWants
Perception
The Basis of Value:
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Maintaining Control of the Implementation
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Reasons for ITSM Adoption Failure• Lack of planning• Lack of resources• Lack of senior support• Wrong technology decisions• Incorrect expectations• Cultural acceptance
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Senior Level Support is Critical• Budget• Active Participation• Promoting the decision as the “new” way of
doing things• Rewarding desired behavior
SECRET 5
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Time-to-Value
• Identify quick wins• Put every option on
the table• How big is the
implementation effort?
SECRET 6
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Choosing an Integrated Solution
• Data collected by one area of the organization needs to be available to other areas of the organization
• Largest input to Problem Management is Incident tickets
• Speed of resolution directly correlated to people, assets and history
SECRET 7
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Cloud vs. On-premise
Tool Implementation OptionsResource Requirements
Staffing Needs
SECRET 8
VS.
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Culture First!
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Create, Deliver and Communicate Business Value!
The real business of IT?
[Attitude change required]
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Cultural Alignment
SECRET 9
• Analyze your cultural position to validate the will and support for huge undertaking
• Prepare the Culture to accept organizational Change
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ITSM Overcoming Previous Failure• Clear and ongoing communication – WIIFM?• Setting clear customer expectations• Be a trusted advisor• Control the perception of IT quality• Understand and deliver business value
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Changing Perception
Unit Deliveries Customizations Contract
Sales
Month to Date
Year to Date
Units Units UnitsRevenue Revenue Revenue
Units Units UnitsRevenue Revenue Revenue
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Define Metrics to Success
• Understand the importance of Metrics
• Have an end-game• Track behaviors to
success• Use metrics to identify
improvement needs• Use metrics to promote
success
SECRET 10
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Promote Organizational Value
[Promote small successes]
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Process Workflows: Only implement the processes that make sense for your organization now, but create an overall plan for future needs
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Final Thoughts:Knowledge vs. Application
• Don’t move too fast• Expect Set-backs• Beware of the “experts”• Be clear on the targets• Communicate, communicate, communicate
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Final Thoughts:Knowledge vs. Application
• Knowledge is important• Understanding is more important• Acceptance is most imporant
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Final Thoughts:Knowledge vs. Application
• Plan informally• Plan formally
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ITIL Foundations for IT Service Management
Lifecycle Courses Capabilities Courses
Managing Across the Lifecycle
ITIL Expert
ITIL Master
Service Strategy Service Design Service Transition Service Operation Continual Service Improvement
Operational Support and Analysis Service Offerings and Agreements Planning, Protection and
Optimization Release, Control and Validation
ITIL® 2011 Certification Scheme
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What We’re Hearing Clients Really Want (and Really Need)
• ITIL-ready solution (so you can celebrate those small victories Randy mentioned!)
• Feature-rich solution without all the complexity• Unify assets, tickets and people all in one place• Available anywhere (Mobile)• Transition to service-orientation; provide and
facilitate needs of entire organization
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What Makes Samanage Different . . . And Uniquely Able to Address Your Challenges• Instant value:
Clients able to get up and running in 14 days • Code-free customization:
No professional services needed • We make people happy:
Our product is fun and easy to use• Keeping YOU on the cutting edge of ingenuity:
1,400 deploys to production 1H 2014• We bring it all together:
Unified IT Service Desk and Asset Management
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The Proof’s in the Pudding(Mmmm . . . pudding . . .)
500+CUSTOMERS
47COUNTRIES
42SUPPORTED LANGUAGES
250%GROWTH YOY
1,000,000+ASSETS MANAGED
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Interested to learn more?Here’s a link to start your free trial and test it yourself: www.samanage.com/signup.html
Want to start a discussion with Randy?Reach him at: [email protected]
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CONTINUE THE CONVERSATION
Join us at https://Community.Samanage.com to continue the conversation with Randy, your peers and Samanage’s Product team members.
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