#tft12: mark kawasaki & farah remtulla

ITSM in the Service of Humanity

Mark Kawasaki & Farah Remtulla

ITSM in the Service of

Humanity

Mark Kawasaki (@Windupbird_ITSM)

Farah Remtulla (@sitare21)

#TFT12

December 5, 2012

My hope is that we —as students,

educators, staff, scholars,

researchers, and healers—are able

to see more immediate significance

and meaning in what we do every

day as members of the Emory

community. What we do makes a

difference in the world.

– Emory University President

James Wagner

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Creating Value

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Creating Value

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Creating Value

“IT is not a department; it's a competency. You

should be teaching and raising the level of

competency in all the business operations, about

how information flows… Rising the tide, raising all

ships, you will in essence learn how the business

operates by tracing the data. Spend more time

educating and engaging… collaborating.”

- Matthew Hooper, @VigilantGuy

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Creating Value:

The Business & IT Relationship

Alignment

Partnership

Integration

Assimilation

Reactive Proactive Service Value

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*Gartner IT Management Process Maturity Model

Delivering Value

Framework Practices (Bertels, Papania, & Papania, 2010)

Practices targeted at delivering on current

commitments or implementing current

initiatives

Practices targeted delivering innovation – a

better or different way of doing things

Delivering Value

Framework Practices (Bertels, Papania, & Papania, 2010)

Delivering Value

Delivering Value

Delivering Value

• Reducing Major Incidents by 25% for the On-Call

Calendar and Paging system

• Decreasing the Emergency Notification Message

throughput time by 45%

• Creating a fully redundant system in two distinct

geographic locations, reducing database failover

from one site to from 30 minutes to a few

seconds

…might mean the difference between life or death

Delivering Value

Delivering Value

ITIL Certification Training Process Specific Workshops SHOWme

Process Champions Podcasts Service Owners IT Briefing

Process Managers Lunch & Learns Community Of Practice

Course Casts HealthCheck Posters Reference Guides

Service Management Competency Center Process Owners

Project Review Process Coordinators Newsletters

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Socializing Value

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Socializing Value: What Value is in IT Metrics?

Business Outcomes

Services

Applications

Servers/Clusters

Web/App Servers

Databases Network

Gear Storage

Socializing Value: The CMDB

Socializing Value

Business Outcomes

Accomplishments

Customer Testimonials

Projects Initiatives

Awards

Socializing Value

Personal Value

Social Value

Business Value

Socializing Value:

The Social Value Network

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Inputs

Planned Program Instance

Programs

Actions Performed

Evaluation

Efficacy of the Program

Outcome

Short to Medium-term

Impacts

Long Term

Sustaining Value: Impact Outcome Model

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Measures

Success of

Program

Measures

Success of

Objective

Measures

Program

Effectiveness

Sustaining Value: Post-Project Reviews

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Sustaining Value: Letting go isn’t always easy

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“…we gave the students exactly what

they wanted - a highly reliable wireless

network….”

Sustaining Value

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• Empower true service ownership

• Know your business. No, really.

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Create

Deliver

Socialize

Sustain

WITH THANKS TO OUR SPONSOR

bmc remedyforce

#TFT returns june 2013