itsm is killing your business! matthew hooper @vigilantguy president, commercial services integrated...
TRANSCRIPT
ITSM is Killing Your Business!Matthew Hooper
@VigilantGuyPresident, Commercial Services
Integrated Solutions Managementwww.ISM4IT.com
@ISM4IT
#ITSHIFT
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TRUSTED | ETHICAL | PASSIONATE | EXPERIENCED
Proprietary Shift Media Inc. - www.ISM4IT.com
Background
Matthew HooperPresident of Commercial Services@[email protected]
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. An industry advocate for Service Management strategies and best practices around ITIL, CObIT, Matt serves on the board of SIM (Society of Information Management) and SHIFT, the community of IT Transformation experts (ITshift.org). Matt is a frequent industry speaker at local and national conferences, and former co-founder/host of ITSM Weekly the Podcast.Find Matt:Vigilantguy.comitSHIFT.org
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ITSM for who?
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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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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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-by’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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Assets
Queue Management
Queue Manager
Metrics:Average Time to AnswerAverage Open Time for Tickets# of Incidents per Day# of Requests per Day# of Asset requests per Day
Incidents Requests
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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!”
?
Ticket ClosedClosed stateNo knowledge captured
Queue Management Flow
?
Oh $%!^
Ticket
?
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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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Assets
Incidents Requests
Service Management
Service ManagerPortal Knowledge
Metrics:First Tier Call ResolutionOn-Target SLA’sAssets under Management# of Changes Managed
Changes KB
Problem Config
Self-Service
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Service Management Flow
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
Ticket
Knowledge
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Business Service 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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Business Service Management
Portal Knowledge
Event
Provisioning
Key Metrics:Component failure vs. Incidents ReportedReleases vs. Incidents ReportedCost of downtime
Auto
Assets
Incidents Requests
Service Manager
Changes KB
Problem Config
Self-Service
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Self-Service Request
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
Knowledge
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
IncidentKnowledge
Self-Service
Event
Outage Notice
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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 Agility Management
Key Metrics:Self-reliant requestsAvailability of new featuresIncrease in Service Value
Self-Service
Portal Knowledge
Event
Provisioning
Auto
Assets
Incidents Requests
Service Manager
Changes KB
Problem Config Portfolio
Supplier
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Business Relations Managers
Facilitates Agile based project delivery.
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
Change
CMDBCost
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Re-Cap
Foundation built on Knowledge = Transformation built on trust
Queue Management
Service Management
Business Management
Business Agility
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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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Business Enlightenment
Key Metrics:Customer RetentionNPSStock Price
Self-Service
Self-Help Self-Heal
Event
App Store
Auto
Assets
Incidents Requests
Service Manager
Changes KB
Problem Config Portfolio
Supplier Customer
Channel
IoT Sensors
Market
GRC
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Q & A
Thank youFollow Me: @VigilantGuyISM: @ISM4ITSHIFT: @ITSHIFT