its&m pain or pleasure

IT S&M

Pain or Pleasure?

James Gander, ITSM ConsultantGander Service Management LimitedM: 021 777 457james@gander.co.nz

www.gander.co.nz 1 @gandersm

IT S&M

• This isn’t the “silver bullet”

• This is about what goes wrong in the real world

• This gives examples of how Service Management helps

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IT S&M – Pain or Pleasure?

• Why am I doing this?– Mark Kawasaki (@windupbird)

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Windupbird.orgShallow and shortsighted

• …bored with ITSM theorizing and chatter• …to hear about resistance from certain

departments and the long term affects of that• …to hear if ITSM improvements really made a

difference during a major incident• …to hear about real Event & Availability work

being done• … more reflection, and fewer mantras

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Who am I to comment on this?

• Over 20 years• Helpdesks• Desktop / Server /

Network support• IT Operations

Management• Consulting

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Windupbird.orgShallow and shortsighted

• …bored with ITSM theorizing and chatter• …to hear about resistance from certain

departments and the long term affects of that• …to hear if ITSM improvements really made a

difference during a major incident• …to hear about real Event & Availability work

being done• … more reflection, and fewer mantras

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Resistance

• Changes to ways of working• Changes to toolsets• Resistance by customers /

users

keepcalm-o-matic.co.uk

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The Pain

• Poor team spirit• Lack of respect for

management / leadership• Breakdown between team

and customer / user base

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Poor team spirit

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Customer resistance

The Pleasure

• Improved ways of working• Respect from customers• Demonstrating the

improvements

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Windupbird.orgShallow and shortsighted

• …bored with ITSM theorizing and chatter• …to hear about resistance from certain

departments and the long term affects of that• …to hear if ITSM improvements really made a

difference during a major incident• …to hear about real Event & Availability work

being done• … more reflection, and fewer mantras

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Event & Availability

• Often but not always hand in hand

• Visibility to support teams and customers

• Assistance to support teams

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The Pain

• Not knowing what is happening• Not prepared• Reactive not proactive

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The Pleasure

• Prepared• Aware• Less major incidents – Less downtime• Don’t forget about maintenance

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Windupbird.orgShallow and shortsighted

• …bored with ITSM theorizing and chatter• …to hear about resistance from certain

departments and the long term affects of that• …to hear if ITSM improvements really made a

difference during a major incident• …to hear about real Event & Availability work

being done• … more reflection, and fewer mantras

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Improvements that helped major incidents

• Communication• Reviews• Transparency

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The Pain

• Heads down; locked room• Secrecy• Chance of recurrence

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The Pleasure

• Communicate• Full review post restoration• Share outcome• Use as a positive driver

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IT S&M Pain or Pleasure

• Don’t be afraid to ask for help• Don’t forget to ask the people on the ground

what is wrong or what can improve. • Don’t try and do too much too quickly. • Remember, you don’t know it all.

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Check them out

• @windupbird• Balanced Diversity – Portfolio Approach to

Organisational Change – Karen Ferris• Sensible Service Management – Kirstie

Magowan• Basic Service Management – Checklists for

Ops, Tipu for improvement - Rob England• Back2ITSM (Google+ and/or Facebook)

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Thank you

Say hello:

@gandersmGanderitsm

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