its&m pain or pleasure
DESCRIPTION
TRANSCRIPT
IT S&M
Pain or Pleasure?
James Gander, ITSM ConsultantGander Service Management LimitedM: 021 777 [email protected]
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
2 @gandersm
IT S&M – Pain or Pleasure?
• Why am I doing this?– Mark Kawasaki (@windupbird)
3 @gandersm
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
4 @gandersm
5 @gandersm
Who am I to comment on this?
• Over 20 years• Helpdesks• Desktop / Server /
Network support• IT Operations
Management• Consulting
6 @gandersm
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
7 @gandersm
Resistance
• Changes to ways of working• Changes to toolsets• Resistance by customers /
users
keepcalm-o-matic.co.uk
8 @gandersm
The Pain
• Poor team spirit• Lack of respect for
management / leadership• Breakdown between team
and customer / user base
9 @gandersm
10 @gandersm
Poor team spirit
11 @gandersm
Customer resistance
The Pleasure
• Improved ways of working• Respect from customers• Demonstrating the
improvements
12 @gandersm
13 @gandersm
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
14 @gandersm
Event & Availability
• Often but not always hand in hand
• Visibility to support teams and customers
• Assistance to support teams
15 @gandersm
The Pain
• Not knowing what is happening• Not prepared• Reactive not proactive
16 @gandersm
The Pleasure
• Prepared• Aware• Less major incidents – Less downtime• Don’t forget about maintenance
17 @gandersm
18 @gandersm
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
19 @gandersm
Improvements that helped major incidents
• Communication• Reviews• Transparency
20 @gandersm
The Pain
• Heads down; locked room• Secrecy• Chance of recurrence
21 @gandersm
The Pleasure
• Communicate• Full review post restoration• Share outcome• Use as a positive driver
22 @gandersm
23 @gandersm
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.
24 @gandersm
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)
25 @gandersm
Thank you
Say hello:
@gandersmGanderitsm
26 @gandersm