hdi capital area meeting slides august 28, 2015
TRANSCRIPT
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Which one do you prefer?
• Workarounds'are'one'dimensional'• Look'at''services'with'an'open'mind'• Percep@on'is'the'key''
• Don’t'accept'vague'or'incomplete'• Feel'good'is'good'for'staff'• Stay'focused'on'staff'and'services'
• The'danger'is'in'the'detail'• Precision'takes'@me'and'resources'• Result'is'not'always'what'you'wanted'
Or is it one of these?
• The'struggle'for'100%'• You'need'a'team'dream'• The'clearer'the'dream'the'beKer'the'results'
• Don’t'manage'chaos'eliminate'chaos'• Plan'L'get'involved'in'change'etc.'• Get'involved'in'new'services'L'ques@onnaire'
• You'can'achieve'great'services'with'guts'• Document'quality'AND'performance'• Develop'staff'to'meet'their'poten@al'
Or maybe one of these?
• Always'review'before'accep@ng'• Look'for'hidden'anomalies'• Learn'from'experience'–'knowledge''
• Keep'your'ITSM'perspec@ve'• Go'to'the'correct'mee@ngs'• Look'from'every'angle'–'customer'first'
• Make'your'presence'felt'• Issue'reports'that'impress'• ITSM'will'inherit'the'world'
Typical ITIL gallery
Service'Transi@on'
Service''Opera@on'
Service''Design'Con@nual'Service'Improvement'
Service''Strategy'
Financial'Management'for'IT'Services'
Service'PorVolio'Management'
Demand'Management'
Strategy'Management'for'IT'Services'
The'7'step'improvement'process'
Transi@on'Planning'and'
Support'
Change'Management'
Service'Asset'&'Config.'Management'
Release''&'Deployment'Management'
Service'Valida@on'and'Tes@ng'
Change'Evalua@on'
Knowledge'Management'
Event'Management'
Incident'Management'
Request'Fulfilment'
Problem'Management'
Access'Management'
Service'Catalog'Management'
Service'Level'Management'Availability'
Management'
Capacity'Management'
IT'Service'Con@nuity'Management'
Informa@on'Security'Management'
Supplier'Management'
Service'Desk'
Technical'Management'
IT'Opera@ons'Management'
Applica@on'Management'
Business'Rela@onship'Management'
Design'coordina@on'
Service'Transi@on'
Service''Opera@on'
Service''Design'Service''Strategy'
ITSM life cycle
Transi@on'Planning''and'Support'
Change'Management'
Service'Asset'and''Config.'Management'
Release'and'Deployment'Management'
Service'Valida@on''and'Tes@ng'
Evalua@on'
Knowledge'Management'
Service''Transi@on'
Event'Management'
Incident'Management'
Request'Fulfilment'
Problem'Management'
Access'Management'
Opera@onal'Ac@vi@es'in'other'Lifecycle'Phases'
Service'Desk'
Technical'Management'
IT'Opera@ons'Mgt'(Control'&'Facili@es)'
Applica@ons'Management'
Service''Opera@on'
Service'Catalog'Management'
Service'Level'Management'
Availability'Management'
Capacity'Management'
IT'Service'Con@nuity'Management'
Informa@on'Security'Management'
Supplier'Management'
Requirements'Engineering'
Data'&'Informa@on'Management'
Service'''Design'
Financial'Management'
Service'PorVolio'Management'
Demand'Management'
Service'''Strategy'
Change'
Management'
Service'Asset'
and'
Configura6on'
Management'Release'and'
Deployment'
Management'
Event'
Management'
Incident'
Management'
Request'
Fulfilment'
Problem'
Management'
Service'Desk'
Access'
Management'
IT'Opera6ons'
Management'
(Control'&'
Facili6es)'
ITIL'Processes'I'The'ACTION'processes'
Change'
Management'
Service'Asset'
and'
Configura6on'
Management'Release'and'
Deployment'
Management'
Event'
Management'
Incident'
Management'
Request'
Fulfilment'
Problem'
Management'
Service'Desk'
Access'
Management'
IT'Opera6ons'
Management'
(Control'&'
Facili6es)'
Service'
Catalogue'
Management'
Service'Level'
Management'
Service''
Valida6on'
and'
Tes6ng'
Change'
Evalua6on'
Knowledge'
Management'
The'sevenIstep'
improvement'
process'
ITIL'Processes'I'The'INFLUENCERS'processes'
Change'
Management'
Service'Asset'
and'
Configura6on'
Management'Release'and'
Deployment'
Management'
Event'
Management'
Incident'
Management'
Request'
Fulfilment'
Problem'
Management'
Service'Desk'
Access'
Management'
IT'Opera6ons'
Management'
(Control'&'
Facili6es)'
Applica6on'
Management'
Availability'
Management'
Capacity'
Management'
Demand''
'Management'
Transi6on'
Planning'and'
Support'
Technical'
Management'
Service'
Catalogue'
Management'
Service'Level'
Management'
Service''
Valida6on'
and'
Tes6ng'
Change'
Evalua6on'
Knowledge'
Management'
The'sevenIstep'
improvement'
process'
ITIL'Processes'–'The'RESOURCING'processes'
Change'
Management'
Service'Asset'
and'
Configura6on'
Management'Release'and'
Deployment'
Management'
Event'
Management'
Incident'
Management'
Request'
Fulfilment'
Problem'
Management'
Service'Desk'
Access'
Management'
IT'Opera6ons'
Management'
(Control'&'
Facili6es)'
Applica6on'
Management'
Availability'
Management'
Capacity'
Management'
Demand''
'Management'
Transi6on'
Planning'and'
Support'
Technical'
Management'
Financial'
Management'
for'
IT'Services'
IT'Service'
Con6nuity'
Management'
Service'
PorRolio'&'
project'
Management'
Informa6on'
Security'
Management'
Supplier'
Management'
Strategy''
Management'
for'
IT'services'
Business'
Rela6onship'
Management'
Design'
coordina6on'
Service'
Catalogue'
Management'
Service'Level'
Management'
Service''
Valida6on'
and'
Tes6ng'
Change'
Evalua6on'
Knowledge'
Management'
The'sevenIstep'
improvement'
process'
ITIL'Processes'I'The''UNDERPINNING'processes'
Change'
Management'
Service'Asset'
and'
Configura6on'
Management'Release'and'
Deployment'
Management'
Event'
Management'
Incident'
Management'
Request'
Fulfilment'
Problem'
Management'
Service'Desk'
Access'
Management'
IT'Opera6ons'
Management'
(Control'&'
Facili6es)'
Applica6on'
Management'
Availability'
Management'
Capacity'
Management'
Demand''
'Management'
Transi6on'
Planning'and'
Support'
Technical'
Management'
Financial'
Management'
for'
IT'Services'
IT'Service'
Con6nuity'
Management'
Service'
PorRolio'&'
project'
Management'
Informa6on'
Security'
Management'
Supplier'
Management'
Strategy''
Management'
for'
IT'services'
Business'
Rela6onship'
Management'
Design'
coordina6on'
Service'
Catalogue'
Management'
Service'Level'
Management'
Service''
Valida6on'
and'
Tes6ng'
Change'
Evalua6on'
Knowledge'
Management'
The'sevenIstep'
improvement'
process'
''Check' ''Do'''Act''''
Plan'
ITIL'Processes'I'The'complete'view'
Change'
Management'
Service'Asset'
and'
Configura6on'
Management'Release'and'
Deployment'
Management'
Event'
Management'
Incident'
Management'
Request'
Fulfilment'
Problem'
Management'
Service'Desk'
Access'
Management'
IT'Opera6ons'
Management'
(Control'&'
Facili6es)'
Applica6on'
Management'
Availability'
Management'
Capacity'
Management'
Demand''
'Management'
Transi6on'
Planning'and'
Support'
Technical'
Management'
Financial'
Management'
for'
IT'Services'
IT'Service'
Con6nuity'
Management'
Service'
PorRolio'&'
project'
Management'
Informa6on'
Security'
Management'
Supplier'
Management'
Strategy''
Management'
for'
IT'services'
Business'
Rela6onship'
Management'
Design'
coordina6on'
Service'
Catalogue'
Management'
Service'Level'
Management'
Service''
Valida6on'
and'
Tes6ng'
Change'
Evalua6on'
Knowledge'
Management'
The'sevenIstep'
improvement'
process'
''Check' ''Do'''Act''''
Plan'
ITIL'Processes'–'Iden6fy'the'anomalies'
Release'and'
Deployment'
Management'
Incident'
Management'
Request'
Fulfilment'
Problem'
Management'
Service'Desk'
Availability'
Management'
Capacity'
Management'
Demand''
'Management'
Financial'
Management'
for'
IT'Services'
IT'Service'
Con6nuity'
Management'
Informa6on'
Security'
Management'
Supplier'
Management'
Business'
Rela6onship'
Management'
Service'
Catalogue'
Management'
Service'Level'
Management'
Knowledge'
Management'
ITIL'Processes'–'Iden6fy'the'anomalies'
Release'and'
Deployment'
Management'
Incident'
Management'
Request'
Fulfilment'
Problem'
Management'
Service'Desk'
Availability'
Management'
Capacity'
Management'
Demand''
'Management'
Financial'
Management'
for'
IT'Services'
IT'Service'
Con6nuity'
Management'
Informa6on'
Security'
Management'
Supplier'
Management'
Business'
Rela6onship'
Management'
Service'
Catalogue'
Management'
Service'Level'
Management'
Knowledge'
Management'
Create'your'own'view'
Release'and'
Deployment'
Management'
Incident'
Management'
Request'
Fulfilment'
Problem'
Management'
Availability'
Management'
Capacity'
Management'
Service'Desk'
Demand''
'Management'
Financial'
Management'
for'
IT'Services'
IT'Service'
Con6nuity'
Management'
Informa6on'
Security'
Management'
Supplier'
Management'
Business'
Rela6onship'
Management'
Service'
Catalogue'
Management'
Knowledge'
Management'
Service'Level'
Management'
Create'your'own'view'