Hdi capital area meeting 071713

transcript

Updates from

HDI Capital AreaHDI Capital Area July 2013

HDI Capital Areahdi it lwww.hdicapitalarea.com

• Upcoming MeetingsUpcoming Meetings– August 21st – A NASA Case Study on Setting up a Large Enterprise Service Desk Washington DCLarge Enterprise Service Desk, Washington DC

– September 23rd ‐The Power of Quality Tour with Malcolm Fry **Date Change**, Washington DCMalcolm Fry Date Change , Washington DC

• Free for members/$65 for non‐members (a $695 value)

– October 16th – Annual Professional Development pEvent & Vendor Fair

Free Consulting for HDI Capital Area Members and Guests

• Our sponsors (The MIL Corporation, BOMGAR, p ( p , ,EasyVista, BEYOND20, Robert Half Technology and Issue Tracker) to secure valuable no cost consulting services for up to one hourconsulting services for up to one hour

• Complete the survey & HDI Capital Area Board officers will select the most appropriate sponsor to contact you to help you with your issue, project or question

• This is a free service there is no cost to you and• This is a free service, there is no cost to you, and you are under no obligation to purchase anythinghttp://hdicapitalarea.com/free‐consulting/p // p / g/

HDI Capital Area Sponsors• Diamond – The MIL Corporation• Platinum

– Beyond20– Bomgar– EasyVista– LANDesk

• GoldR b H lf T h l– Robert Half Technology

– Issue Trak– Cherwell

• SilverP h– Pureshare

– Service Now– Time Warner Cable

• BronzeThe ACI Group– The ACI Group

– RightStar• Web

– ReACTTechnoLava– TechnoLava

Updates from

HDI CorporateHDI CorporateJuly 2013

Exciting Things are Happening at HDI

• Same great HDI, but a brand new membership Sa e g eat , but a b a d e e be s pmodel!

• You spoke, we listened:p– After considerable research, HDI has aligned and expanded benefits, and renamed levels to better suit the needs of our membersthe needs of our members

• Current members, don’t fret! Keep your current membership until it expiresmembership until it expiresLearn more: www.ThinkHDI.com/HDIMembership,

or call us at 800‐248‐5667or call us at 800 248 5667

HDI Alliance Partner DiscountsHDI Alliance Partner Discounts

•• Alliance Partner Alliance Partner DiscountsDiscountsR M b d b– Resources Members and above

– HDI is partnering with companies to offer expanded benefits to members:

• Event and training discounts• Hardware and software discounts• Access to a wide range of services, resources, and networking opportunities

Some current partners: CompTIA Ignite Achievements– Some current partners: CompTIA, Ignite Achievements Int’l, ITpreneurs, KEDARit, NDMA, plus more to come!

– Get Discounts Now: thi khdi / b hi / lli twww.thinkhdi.com/membership/alliance‐partner‐

program

vChapter Meeting

• Join us on July 16 for the next meeting of the HDI Ch t !vChapter!

• Meeting will take place after the HDI Webcast featuring Greg Gregory’s presentation: Revolutionize RevitalizeGreg Gregory s presentation: Revolutionize, Revitalize, and Reenergize Your Teams and Your Services

• All members are welcome to attend, and can be a part of pthis new virtual group in addition to your home local chapter.

www.ThinkHDI.com/Webcasts to register.

Connect & Inspire Tour

• Experience unmatched networking power, p g p ,connecting with local chapter members and forum members at this one‐of‐a‐kind event!

d b k k k l• Get inspired by keynote speaker Kirk Weisler• Upcoming dates/locations:

• San Antonio August 14 2013• San Antonio – August 14, 2013• Minneapolis – September 18, 2013• Nashville – October 20, 2013 (at FUSION 13 Conference)

Free to all! Register at: www.ThinkHDI.com/ConnectTour

HDI Awards: Call for Submissions!

• Each year HDI awards the highest honors inEach year, HDI awards the highest honors in the IT service and technical support industry

• These awards recognize support professionals• These awards recognize support professionals at all levels and as individuals, teams, and organizationsorganizations

• View the different awards options and submit i i linominations online

www.ThinkHDI.com/Awards

FUSION 13 Conference

• itSMF USA and HDI’s annual event ish i i N h ill TN fhappening in Nashville, TN, from October 20–23!

FUSION 13 i b i i f i k• FUSION 13 is bringing you fantastic keynote speakers, including Josh Linkner, Mike Walsh, Larry Winget and more (Trust us you’re notLarry Winget, and more. (Trust us, you re notgoing to want to miss out!)

Register today: www.SMFUSION13.comg y

Power of Quality Tour

• Join Malcolm Fry for a one‐day course as heJoin Malcolm Fry for a one day course as he discusses and leads in‐depth interactive sessions on how to truly deliver quality service.y q y

• Learn how to increase quality while balancing it with performance and cost.with performance and cost.

• A complete course description, outline and registration information are available online at:registration information are available online at:

www.ThinkHDI.com/PowerTour

New Courses!

Knowledge‐Centered Support FundamentalsKnowledge Centered Support Fundamentals• For a limited time, register for the Knowledge‐Centered Support Fundamentals (KCSF) certification exam and receive a free online KCSF course with each purchase!

• Add the KCSF exam to your cart and enter promo• Add the KCSF exam to your cart and enter promo code KCSF13 at checkout. The online course will be added to your account after the order has been y fprocessed.

Learn More: ThinkHDI.com/KCSF13

New Courses!

New Professional Development Courses:pHDI has partnered with leading suppliers to make a number of new courses available to the public!

Cl d A P id b i d t di f i t li ti d• Cloud Awareness ‐ Provides a basic understanding of virtualization and cloud computing concepts.

• Cloud Essentials ‐ Addresses the business and technical aspects of cloudCloud Essentials Addresses the business and technical aspects of cloud computing, including adoption, operation, and governance.

• Virtualization Essentials ‐ Addresses the business and technical aspects of i t li ti i l di ti dvirtualization, including operation and governance

Learn More: Thinkhdi.com/Courses/

What is CSI?

• The HDI Customer Satisfaction Index (CSI)The HDI Customer Satisfaction Index (CSI) Service is a web‐based customer satisfaction surveying service created specifically for thesurveying service created specifically for the technical service and support industry.

Try it Free!Try it Free!

Sign up for a 3‐month trial at

ThinkHDI.com/CSI

Where in the world is HDI?

• HDI is on the move Find out whereHDI is on the move. Find out where.

• New feature on HDI’s website that lets you know where we will be speaking presentingknow where we will be speaking, presenting, and attending events throughout the year!

Vi i Thi kHDI /H i• Visit: www.ThinkHDI.com/Happenings

New Phone Number

• HDI has recently implemented a new phoneHDI has recently implemented a new phone system.

• 800 number remains the same: 800 248 5667• 800 number remains the same: 800‐248‐5667

• Direct line has changed:

New number: (719) 955‐8180New number: (719) 955 8180

Contact Us!

Be sure to reach out to HDI through all channels:g

• Facebook: ThinkHDIT itt @Thi kHDI• Twitter:@ThinkHDI

• HDIConnect: www.HDIConnect.com• LinkedIn: HDI• YouTube: ThinkHDI

• Support: Support@ThinkHDI com• Support: Support@ThinkHDI.com• Website: www.ThinkHDI.com

Not a Member? Join Today!

Become a Local Chapter member for just $75!This individual local chapter membership is an opportunity to

connect, network, and learn in your own backyard.

Enjoy benefits like:Enjoy benefits like:• Attend local chapter and vChapter meetings• Digital subscription to SupportWorldmagazine• Apply for HDI awards• Apply for HDI awards• Access to the HDI Job Board• Regular e‐newsletters and digests• And much more!

Learn more at www.ThinkHDI.com/Joinor by calling 800.248.5667y g

USING ITIL'S KEY METRICS TO USING ITIL'S KEY METRICS TO IMPACT CORE BUSINESS DECISIONSIMPACT CORE BUSINESS DECISIONS

HDI Capital Area Local Chapter

July 17, 2013July 17, 2013

INTRODUCTIONINTRODUCTION

Nikki Haase ITIL 3 S i M– ITIL v3 Service Manager

– HDI Support Center Manager

– nikki haase@rightstarsystems comnikki.haase@rightstarsystems.com

RightStar– IT consultancy focused solely in Service ManagementIT consultancy focused solely in Service Management

– ITIL/Best Practice consulting experience

– ITSM & ITSME (Remedy and Service Desk Express) implementation experience

– BMC Elite Partner since 2007

ITIL HISTORYITIL HISTORY

V1 – 1986 ‐ 1999 Th i i l ITIL f ti b d ti– The original ITIL function‐based practice

– 40+ books dealing with a variety of IT practices.

– Development sponsored by CCTA (Central Computer andDevelopment sponsored by CCTA (Central Computer andTelecommunications Agency) in the UK

V2 – 1999 ‐ 2006 – Updated process‐based practice

– The globally accepted best practice framework for ITSM:• Service Support

• Service Delivery

ITIL V3 ITIL V3 –– MAY 2007MAY 2007

ITIL service lifecycle‐based practice

d 2 ll dIncorporates V1 and V2 as well as tested current best practices for IT Service Management.

U d t d f 2011Updated for 2011

Five core lifecycle titles:S i St t– Service Strategy

– Service Design

– Service TransitionService Transition

– Service Operation

– Continual Service Improvementp

IT AND “THE BUSINESS”IT AND “THE BUSINESS”

Early Adoption of

Enthusiasm for IT

Exclusion of ITIT

IT SERVICE MANAGEMENT TODAYIT SERVICE MANAGEMENT TODAY

IT management is under increased pressure to cut spendingspending.

Cutting too deeply can have a negative impact on the organization's ability to function effectivelythe organization s ability to function effectively.

The right spending can lead to business value if IT can:can:– Prioritize work efforts

– Clearly define services and service level commitmentsy

– Streamline processes

Arraj, Valerie. “2009: The Year Of Doing More With Less.” January 16, 2009. ITSMWatch.com<http://www.itsmwatch.com/itil/article.php/3796936>

GOALS FOR ITGOALS FOR IT

To become a VALUE

To negotiateeffecti el ith

partner in strategicbusiness

decisions not just

To ensure integrity of

effectively with suppliers to

minimize costs and maximize

decisions, not just a technician to

implement operational

To design the organization’s IT

integrity of systems that

manage sensitive financial and legal

value of services received

requirements

ginfrastructure data

CSI: CSFS AND KPISCSI: CSFS AND KPIS

Critical Success Factor (CSF)– Something that must happen if a Process Project Plan or IT ServiceSomething that must happen if a Process, Project, Plan, or IT Service

is to succeed. KPIs are used to measure the achievement of each CSF. For example a CSF of “protect IT Services when making Changes” could be measured by KPIs such as “percentage reduction of y p gunsuccessful Changes”, “percentage reduction in Changes causing Incidents”, etc.

Key Performance Indicator (KPI)Key Performance Indicator (KPI)– A Metric that is used to help manage a Process, IT Service or Activity.

Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report onthese are defined as KPIs and used to actively manage and report on the Process, IT Service or Activity. KPIs should be selected to ensure that Efficiency, Effectiveness, and Cost Effectiveness are all managed. g

KEY PERFORMANCE INDICATORS BY KEY PERFORMANCE INDICATORS BY PROCESSPROCESS

Security Management

ChChange Management

Release Management

Problem and Capacity Management

Service Desk and Incident Management

SERVICE DESIGN: SECURITY SERVICE DESIGN: SECURITY MANAGEMENTMANAGEMENT

IT Security Management should be in line with business security policies and should allcontrolbusiness security policies and should all aspects of service management activities.

control

Confidentiality

AvailabilityIntegrity

SECURITY MANAGEMENTSECURITY MANAGEMENT

CSF: Effective security management to ensure confidentiality integrity and availability of dataconfidentiality, integrity and availability of data– HIPAA (healthcare), PCI (credit cards)

– Customer confidenceCustomer confidence

KPIs– Number of incidents causedNumber of incidents caused by security failures

– Number of security audit and testing failures

– Number of security improvement initiatives in placeinitiatives in place

SERVICE TRANSITION: CHANGE SERVICE TRANSITION: CHANGE MANAGEMENTMANAGEMENT

The purpose of the Change Management process is to allow for successful IT changes that are beneficialto allow for successful IT changes that are beneficial to the business while minimizing disruptions.

CHANGE MANAGEMENTCHANGE MANAGEMENT

CSF: Well‐managed change processes that minimize disruptions and, at the same time, provide system updatesdisruptions and, at the same time, provide system updates that meet business requirements– Visibility into CMDB to identify impacted and related CIs

l d h dl l i il– Example: In order to handle more sales transactions, a retailer wants to replace their existing credit card handling systems. The change is scheduled during a maintenance window outside of peak business time periods well after the holiday shopping seasontime periods well after the holiday shopping season.

KPIs– Number of incidents caused by a change – Number of RFCs processed

– Number of changes bypassing CAB

– Number of changes not tested before implementationNumber of changes not tested before implementation

– Number of unauthorized changes detected

SERVICE TRANSITION: RELEASE AND SERVICE TRANSITION: RELEASE AND DEPLOYMENTDEPLOYMENT

The Release and Deployment Management process works in conjunction with implementation phase of Changeconjunction with implementation phase of Change Management. The purpose is to ensure, through reliance on an accurate CMDB and thorough testing, the successful l d d l t f h d i t threlease and deployment of new or enhanced services to the

production environment. Providing training to the users is also a part of the deployment process.

RELEASE AND DEPLOYMENT RELEASE AND DEPLOYMENT MANAGEMENTMANAGEMENT

CSF: The release of new business services and features that open up new business opportunitiesfeatures that open up new business opportunities while balancing IT’s desire for system stability– Testing!Testing!

KPIs– Number of releases implementedNumber of releases implemented without adequate testing

– Number of urgent releases– Number of incidents caused by releases

Number of failed releases– Number of failed releases

Sutton, Mike and Moore, Tym. “7 Ways to Improve Your Software Release Management.” July 30, 2008 CIOhttp://www.cio.com/article/440101/_Ways_to_Improve_Your_Software_Release_Management

SERVICE OPERATION AND DESIGN: SERVICE OPERATION AND DESIGN: PROBLEM AND CAPACITY MANAGEMENTPROBLEM AND CAPACITY MANAGEMENT

The first goal of Problem Management: To prevent problems from happening in the first place!from happening in the first place!

The Problem Management process includes:– Identifying known errors

– Root cause analysis

– Developing work arounds when problems cannot be resolved quickly

– Providing documentation and communication of these activities, g ,especially to the Service Desk

Capacity ManagementPro ides s pport for ser ice design and reporting to problem– Provides support for service design and reporting to problem management for capacity and performance related issues

PROBLEM AND CAPACITY PROBLEM AND CAPACITY MANAGEMENTMANAGEMENT

CSF: Proactive problem management to anticipate and avoid disruptions in service.disruptions in service.– Trends in errors and faults

– Example: IT notices that, over time, network traffic has increased. There have been some failures of redundant or backup systems butThere have been some failures of redundant or backup systems, but customers have not yet been impacted. Business forecasts indicate that customer transactions and activity will continue to increase.

KPIKPIs– Number of repeat incidents

– Number of existing known errors

– Average time for diagnosis of problems

– Average time for resolution of known errors

– Number of incidents related to capacity/performance issuesNumber of incidents related to capacity/performance issues

– Number of SLA performance targets missed due to capacity

SERVICE OPERATION: SERVICE DESKSERVICE OPERATION: SERVICE DESK

Definition: A functional unit made up of a group of individuals responsible for managing requests fromindividuals responsible for managing requests from the business. The Service Desk should serve as a single point‐of‐contact between IT and thesingle point of contact between IT and the business. Incident Management is typically the primary focus of the Service Desk.

SERVICE OPERATION: INCIDENT SERVICE OPERATION: INCIDENT MANAGEMENTMANAGEMENT

Goal: To resolve disruptions to service as quickly as possible in a prioritized fashion with minimalpossible in a prioritized fashion with minimal impact on the business.

Incident Management should follow a documentedIncident Management should follow a documented process model for identifying, registering, categorizing, diagnosing, escalating, resolving and g g, g g, g, gclosing incidents.

SERVICE DESK AND INCIDENT SERVICE DESK AND INCIDENT MANAGEMENTMANAGEMENT

CSFs: The ability to handle increasing call volume and to restore service to customers more quicklyrestore service to customers more quickly– Business value measured in minutes

KPIs– Mean time to restore service – Percentage of incidents resolved

within service targets

– Number of incidents bypassing service desk

– Number of incidents escalated

– Average customer satisfaction ratingAverage customer satisfaction rating

– Staff turnover rate

– Average cost per call

OTHER IDEAS?OTHER IDEAS?

IT Service Asset and Configuration ManagementId tif l b f i id t b CI t– Identify large number of incidents by CI category• Select a different equipment vendor or model

• Provide additional training

Event and Problem Managementg– Identify incident trends over time

• Determine root cause

l d l bl• Eliminate underlying problems

CONTINUAL SERVICE CONTINUAL SERVICE IMPROVEMENT: DEMING CYCLEIMPROVEMENT: DEMING CYCLE

Focuses on

th PlanActthe process

elements

involved in

identifying and

introducing

service

DoCheckse ce

management

improvements

improvements.

WHEN IT IS INTEGRATED WITH THE WHEN IT IS INTEGRATED WITH THE BUSINESS… BUSINESS…

"The new reality is that technology doesn't just support the business technology powers thesupport the business – technology powers the business and helps drive growth.”

‐ Ann Livermore, Executive VP,Ann Livermore, Executive VP, technology solutions group, HP