2013 06-26- attvio matt hooper - business.next
TRANSCRIPT
Proprietary and Confidential 1
Business.NextPresented by Matt Hooper
VP of Strategy@VigilantGuy
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Background
Matthew Hooper@VigliantGuy
Before joining Acorio as VP of Strategy, Matt Hooper was the former CEO and co-founder of Smak, a knowledge automation SaaS company serving the recruiting and staffing industry. For over 20 years Matt has instituted methodologies for business intelligence and optimization. Leveraging technology to drive business outcomes, he has built an industry reputation for his highly effective approach to performance engineering and process integration. He has been an industry advocate for Service Management strategies and best practices around ITIL, CObIT and is the Marketing and PR Chair for the Boston chapter of SIM (Society of Information Management). Matt is a frequent industry speaker at local and national conferences, and is co-host of ITSM Weekly the Podcast, the industries largest and most trusted podcast on ITSM.
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App SupportTeam assembly and
review of issue, collection of evidence Ops
Rollout Fix
OpsCollection of evidence, diagnosis, reassignment
AdminsCollection of
evidence, diagnosis, escalation
DevelopmentDiagnosis and review, final assessment
Service DeskVerifies application issue, notifies Ops
End UserEnd User calls Help
Desk
“HELP!”
Problem Solved
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Customer ImpactThe affect on business
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Business.So/Yesterday
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Business.Next
IT is no longer a department. IT is the core competency of all
business functions. The greater the ability to leverage
information, the stronger and more sustainable a business will become.
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MIND GAP
Queue Management
Service Management
Business Management
Business Agility
the
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Queue Management
• Objective: Fulfill or resolve incoming requests• Goal: Facilitate requests• Activities:
– Log Calls, Emails, Drive-bye’s, Etc…– Label cases with a unique ticket #– Assign tickets to appropriate personnel– Monitor volume and load of requests (Queue depth)
• Strategic benefits:– Reduce call time, wait time and open time– Improve customer interaction
• Limitations:– Reactive in nature; waits for needs, issues, or request before engaged– Focuses on resources and volume
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App SupportWorks for them..
Or does it.
OpsNothing’s changed here.
AdminsLooks at logs for
errors.Checks systems are
on-line
Help DeskLogs request. Provides ticket number. Assigns to support staff based on best guess.
End UserEnd User calls,
emails, walks up to Help Desk
“HELP!”
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Ticket ClosedClosed stateNo knowledge captured
Queue Management Flow
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Oh $%!^
Ticket
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Queue Management
Incidents
Requests
Assets
Queue Manager
Metrics:Average Time to AnswerAverage Open Time for Tickets# of Incidents per Day# of Requests per Day# of Asset requests per Day
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Service Management
• Objective: Deliver improved levels of service• Goal: Leverage processes to improve service delivery• Activities:
– Align resources & capabilities to services– Control changes to assets supporting services– Create agreements for services across organization– Monitor processes for quality and timeliness
• Strategic benefits:– Increase visibility of systems relationship to business outcomes– Identify inefficiencies in standards, process & controls
• Limitations:– Still reactive in nature– Focuses on processes and controls
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App SupportUninterrupted!
OpsUninterrupted!
AdminsEvent Management
detects Load Balancer to Blame.
Service DeskLogs request. Searches Knowledgebase. Resolves if possible
End UserEnd User calls, emails,
walks up to Service Desk
“HELP!”
Ticket ClosedClosed stateKnowledge captured
Service Management Flow
Ticket
Knowledge
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Assets
Config
Service Management
Changes
Problem
Requests
Incidents
KB
Service Manager
Self-Service
Portal Knowledge
Metrics:First Tier Call ResolutionOn-Target SLA’sAssets under Management# of Changes Managed
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Business Management
• Objective: Increase stakeholder value• Goal: Leverage IT to create business opportunities• Activities:
– Use IT as a competitive advantage to drive business results– Establish brand around IT capabilities– Leverage commodity resources for cost efficiency (Cloud/Outsource)– Implement changes based on ROI instead of resource load
• Strategic benefits:– Increase profitability of business functions– Reduce risks and technical debt
• Limitations:– Reacts to market conditions and business demand– Business intelligence sits in silos
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Support CenterEscalation point for unresolved issues or requests. Helps navigate to appropriate support staff.
End UserEnd User is Self-Reliant.
Uses Self-Service request system if unable to resolve.
“HELP!”
Ticket ClosedClosed stateKnowledge captured
Business Management Flow
Request
Knowledge
Self-Service
Provisioning
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Support CenterEscalation point for unresolved issues or requests. Helps navigate to appropriate support staff.
End UserEnd User is Self-Reliant.
Uses Self-Service request system if unable to resolve.
“HELP!”
Ticket ClosedClosed stateKnowledge captured
Business Management Flow
Incident
Knowledge
Self-Service
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App SupportOutsourced!
OpsOutsourced!
AdminsEvent Management
detects Load Balancer to Blame.
Support CenterUninterrupted!End User
End User is successfully
working
Ticket ClosedClosed stateKnowledge captured
Business Management Flow
Incident
Knowledge
Self-Service
Event
Outage Notice
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Auto
Assets
Config
Business Service Management
Changes
Problem
Requests
Incidents
KB
Service Manager
Self-Service
Portal Knowledge
Event
Provisioning
Key Metrics:Component failure vs. Incidents ReportedReleases vs. Incidents ReportedCost of downtime
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Business Agility
• Objective: Increase ability to deliver new offerings• Goal: Become or maintain market leadership• Activities:
– Utilize business intelligence to accelerate business decisions– Increase departmental technology independence– Accelerate adoption and frequency of changes– Correlate customer demands to technology capabilities
• Strategic benefits:– Creates real-time feedback loops to technology drivers– Enables faster adoption of change
• Limitations:– Data captivity and access – Governance, compliance and regulation constraints
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Business Relations Managers
Event Management detects Load Balancer to
Blame.
Support CenterMonitors SLA’s!
End UserEnd User is successfully
working
“I need” “I want” “I have”
App SupportOutsourced!
OpsOutsourced!
Request FulfilledAutomated provisioning.
Business Agility Flow
IncidentKnowledge
Self-Service
Event
App SupportSaaS
Provisioning
Portfolio
Cost
Change
CMDB
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Portfolio
Auto
Assets
Config
Business Agility Management
Changes
Problem
Requests
Incidents
KB
Service Manager
Self-Service
Portal Knowledge
Event
Provisioning
Key Metrics:Self-reliant requestsAvailability of new featuresIncrease in Service Value
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Business Enlightenment
• Objective: Drive forward thinking innovation• Goal: Create new markets• Activities:
– Build core abilities to operational excellence– Rapid validation of market spaces.– Accelerate adoption and frequency of changes– Correlate customer demands to technology capabilities
• Strategic benefits:– Enables proactive measures through data insights– Increases business value through competitive advantage
• Limitations:– Data volume, aggregation and processing– Governance, compliance and regulation constraints
(no getting away from this)
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Re-Cap
Queue Management
Service Management
Business Management
Business Agility
Foundation built on Knowledge = Transformation built on trust
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Questions
THANK YOU!Matthew HooperAcorio VP Of Strategy Co-host ITSM Weekly the Podcast #ITSMWP@[email protected](617)412-4388
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