practical pragmatic foundation for itsm
DESCRIPTION
So, you have read the books, gotten the training, now what? Learn how to tackle the challenge of achieving results in IT Service Management. From years of experience of successful improvement programs in challenging environments, Michael Maley will give you tools and techniques that you can take tomorrow to make progress down the road to improvement. You will discover what the key foundational elements are that you need to truly achieve consistent success in optimizing IT Service Management.TRANSCRIPT
![Page 1: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/1.jpg)
It doesn’t have to be Big & Complicated
Michael Maley, CTO
Practical Steps and Pragmatic Foundation for Success in ITSM
![Page 2: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/2.jpg)
2
PurposeIdentify what is important
Define what works
Provide a successful framework to achieve results
Provide real life example
Highlight what you will need going forward beyond tactical steps
NavAscend Copyright 2010
![Page 3: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/3.jpg)
NavAscend Copyright 2010 3
Successful Enabler20+ Years Delivering in and Optimizing Technology Organizations
Broad Industry Experience
Numerous Successful ITSM Implementations
ITIL Certified Manager
![Page 4: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/4.jpg)
NavAscend Copyright 2010 4
What is importantRight Business PriorityBalance WorkloadEfficient WorkflowClear ValueWhat is Going OnIdentify IssuesConfidenceCosts
![Page 5: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/5.jpg)
5
Practical versus PragmaticPractical
From the gut – “truthiness”
PragmaticBase on facts and tangible measures
![Page 6: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/6.jpg)
NavAscend Copyright 2010 6
What doesn’t workMore WorkloadSubstantial KnowledgeReligious Conversion3 Attributes or Less
![Page 7: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/7.jpg)
NavAscend Copyright 2010 7
What does work
Tactical ActionsTangible ResultsIncremental StepsBusiness based MetricsReducing OverheadAutomating Process, Not Tracking
![Page 8: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/8.jpg)
NavAscend Copyright 2010 8NavAscend Copyright 2010
Capability
![Page 9: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/9.jpg)
NavAscend Copyright 2010 9NavAscend Copyright 2010
Core Areas
![Page 10: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/10.jpg)
NavAscend Copyright 2010 10NavAscend Copyright 2010
Specific Areas to Improve
![Page 11: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/11.jpg)
NavAscend Copyright 2010 11NavAscend Copyright 2010
Incremental: Activity: IncidentAction you can take
tomorrowSchedule RegularlyInclude relevant
stakeholdersFocus on top 5
IncidentsIdentify Ways to
Improve
![Page 12: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/12.jpg)
NavAscend Copyright 2010 12
Example: Critical Incident ReviewGoals
Identify ImprovementsAdvocate the customerImprove our response
QuestionsWhoWhatWhenHow
![Page 13: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/13.jpg)
NavAscend Copyright 2010 13
What You NeedIntuitive GatewaySimplified MeasurementsReal Time MetricsAssured Business Aligned PriorityBuilt in tools for Continual OptimizationAutomation of your business processes, not just a
tracking solution
![Page 14: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/14.jpg)
NavAscend Copyright 2010 14NavAscend Copyright 2010
ConclusionIncremental StepsDeliver Business ValueTangible ResultsReduce OverheadDrive to Real Time
![Page 15: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/15.jpg)
NavAscend Copyright 2010 15NavAscend Copyright 2010
QuestionsThank you
Michael Maley, CTO, [email protected]
www.navascend.net
The leader in SaaS based ITSM BPMS Solutions.
![Page 16: Practical Pragmatic Foundation for ITSM](https://reader033.vdocuments.net/reader033/viewer/2022061208/548613f7b4af9fed188b47c0/html5/thumbnails/16.jpg)
NavAscend Copyright 2010 16
Questions1. What small steps have you taken that substantially improved any aspect
of your ITSM activities.
2. If you could do one thing tomorrow, what action would you take to:
1. Reduce restoration effort?
2. Isolate root cause?
3. Improve your customer’s experience?
4. Improve the quality of your service?
3. If you had 30 minutes with a process owner, what guidance would you give them that would help them improve their activity?