From Reactive Helpdesk to Predictive Enterprise Service Management
Improving the maturity and efficiency of your Service Mngt organization
1st and 2th of November 2017 | Jaarbeurs Utrecht | Jim Helsen, Sales Team Manager
About speaker
© OMNINET 2017
Jim Helsen
Sales Team Manager
since 2011 at OMNINET FOTO Speaker
OMNINET Facts & Figures
OMNINET BENELUX 23
FTE DEVELOPMENT TEAM 80
+19y OMNITRACKER VENDOR
SERVICE MANAGEMENT PARTNER
OF OUR CUSTOMERS
FOUNDED IN 1993
HQ
GER
MA
NY
HQ
BEN
ELU
X
© OMNINET 2017
Agenda
Agenda
IMPROVEMENT
OF EFFICIENCY
MATURITYReactive IT Helpdesk IT Service Desk Proactive Enterprise Service Mngt
Ticketing
Self Service
Multi-Channel
Cross Application
Cross Department
Service Oriented Working
Asset BasedWorking
Shared Service Centre
ITIL Ticketing
© OMNINET 2017
From Reactive Helpdesk to predictive Enterprise Service Management
Presentation Approach:• Explanation by principles• Based upon customer experiences• Pragmatic Examples (OMNITRACKER)• The 3 levels are a growth process
Agenda
Focus Areas during this presentation:
1. Focus
2. CMDB
3. Processes
4. Reporting
5. Interfacing
6. Automation
7. Conclusion
1. Reactive IT Helpdesk
2. IT Service Desk
3. Proactive Enterprise Service Management
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Reactive IT Helpdesk
Reactive IT Helpdesk
IMPROVEMENT OF
EFFICIENCY
MATURITYReactive IT Helpdesk IT Service Desk Proactive Enterprise Service Mngt
Ticketing
Self Service
Multi-Channel
Cross Application
Cross Department
Service Oriented Working
Asset BasedWorking
Shared Service Centre
ITIL Ticketing
© OMNINET 2017
Reactive IT Helpdesk : 1. Focus
© OMNINET 2017
Reactive IT Helpdesk : 1. Focus
Reactive IT Helpdesk IT Focus (technical)
Goal is to get a basic structure in the IT Support
Asset oriented
CI focus
Few IT processes
IT Organization is loosely steered by Tool
Basic Workflow Management
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Reactive IT Helpdesk : 2. CMDB
© OMNINET 2017
Reactive IT Helpdesk : 2. CMDB
CMDB is focused on CI’s
Goal is knowing what IT equipment is in place
PCs / ServersIT Infrastructuur
ServersSLA
SLA
© OMNINET 2017
Reactive IT Helpdesk : 3. Processes
© OMNINET 2017
Reactive IT Helpdesk : 3. Processes
Service Design Service Transition
Service catalogue management
Service level management
Capacity management
Availability management
Knowledge management
Change management
Service asset & configuration management
Release & deployment management
Service Operations
Incident management
Problem management
Request fulfilment
Identity & access management
Event management
Self-service portal (SSP)
Web Shop & Order Management
Miscellaneous
Master data
Activity management
Time Registration
HR, Facility …
© OMNINET 2017
Reactive IT Helpdesk : 3. Processes
Workflow Management (WFM)
Organization is loosely steered by tool
Process oriented approach
© OMNINET 2017
F.e. Service Request (ITIL V3 Compliant)
Reactive IT Helpdesk : 4. Interfacing
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Reactive IT Helpdesk : 4. Interfacing
General
Interfacing is mainly used to populate Master Data and import CI’s
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Reactive IT Helpdesk : 5. Automation
Basic solution to enable follow-up of tickets, automatization is not in scope.
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Reactive IT Helpdesk : 6. Reporting
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Reactive IT Helpdesk : 6. Reporting
• Day to Day Reporting– Technical focus (filters, views …)– Add-hoc reporting
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Reactive IT Helpdesk : 7. Conclusion
© OMNINET 2017
Reactive IT Helpdesk : 7. Conclusion
IMPROVEMENT OF
EFFICIENCY
MATURITY
Reactive IT Helpdesk
Ticketing
Self Service
Multi-Channel
Cross Application
Cross Department
Service Oriented Working
Asset BasedWorking
Shared Service Centre
ITIL Ticketing
© OMNINET 2017
IT Service Desk
IT Service Desk
© OMNINET 2017
IMPROVEMENT OF
EFFICIENCY
MATURITYReactive IT Helpdesk IT Service Desk Proactive Enterprise Service Mngt
Ticketing
Self Service
Multi-Channel
Cross Application
Cross Department
Service Oriented Working
Asset BasedWorking
Shared Service Centre
ITIL Ticketing
IT Service Desk : 1. Focus
© OMNINET 2017
IT Service Desk : 1. Focus
IT Service Desk IT Service Focus (Operational)
Goal is to define and support IT service
More IT processes are supported
Processes are enhanced with Activities and Time registration
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IT Service Desk : 2. CMDB
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IT Service Desk : 2. CMDB
IT Services are defined within the CMDB
Goal is to know which IT Services are offered and how these are composed
© OMNINET 2017
PCs / ServersIT Infrastructuur
Servers
IT ServicesSLA
IT Service Desk : 3. Processes
© OMNINET 2017
IT Service Desk : 3. Processes
© OMNINET 2017
Service Design Service Transition
Service catalogue management
Service level management
Capacity management
Availability management
Knowledge management
Change management
Service asset & configuration management
Release & deployment management
Service Operations
Incident management
Problem management
Request fulfilment
Identity & access management
Event management
Self-service portal (SSP)
Web Shop & Order Management
Miscellaneous
Master data
Activity management
Time Registration
HR, Facility …
IT Service Desk : 3. Processes
Workflow Management (WFM) + Basic Activities + Time Registration
Organization is guided by the Tool
Activity oriented approach
© OMNINET 2017
F.e. Service Request (ITIL V3 Compliant)
IT Service Desk : 3. Processes
Workflow Management (WFM) + Basic Activities + Time Registration
Resource utilization view
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IT Service Desk : 4. Interfacing
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IT Service Desk : 5. Automation
Automation is used to: Create incidents based upon the input of monitoring tools
Interface with configuration tools to execute service requests
Speed up creation of tickets via Computer Telephony Integration
Exchange ticket info via interface to other ITSM Tools
Extend ticket input and communication via social media integration
Introduction of Self Service Portal
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IT Service Desk : 5. Automation
OMNITRACKER Self Service Portal
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IT Service Desk : 5. Automation
OMNITRACKER Self Service Portal: Service Catalogue
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IT Service Desk : 5. Automation
OMNITRACKER Self Service Portal: Service Catalogue
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IT Service Desk : 6. Reporting
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• Operational Reporting– Global Overview of Service Performance– Global Overview of Team Performance
IT Service Desk : 7. Conclusion
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IT Service Desk : 7. Conclusion
© OMNINET 2017
IMPROVEMENT OF
EFFICIENCY
MATURITY
Reactive IT Helpdesk IT Service Desk
Ticketing
Self Service
Multi-Channel
Cross Application
Cross Department
Service Oriented Working
Asset BasedWorking
Shared Service Centre
ITIL Ticketing
Advice:• First define the most important IT services• Make the Self Service Portal easy to use• Start with basic Service Catalogue• Start with measuring SLA’s via reporting
Proactive Enterprise Service Mgnt
Proactive Enterprise Service Mgnt
IMPROVEMENT OF
EFFICIENCY
MATURITYReactive IT Helpdesk IT Service Desk Proactive Enterprise Service Mngt
Ticketing
Self Service
Multi-Channel
Cross Application
Cross Department
Service Oriented Working
Asset BasedWorking
Shared Service Centre
ITIL Ticketing
© OMNINET 2017
Proactive Enterprise Service Mngt : 1. Focus
© OMNINET 2017
Proactive Enterprise Service Mngt : 1. Focus
Enterprise Service Management Business Service Oriented (Customer focus)
Goal is to define and support the complete Business Services (also non IT)
Business oriented support
Cross department
Shared Service Center
IT and Business processes are supported
IT Organization is completely steered by (IT)SM Tool / Processes
Business Processes can be supported by using BPMN only processes
© OMNINET 2017
Proactive Enterprise Service Mngt
Proactive Enterprise Service Management
Definition: Creating or controlling a situation rather than just responding to it after it has happened.
Key focus points: Supporting of Additional Processes
Include warning events from monitoring tools
Extended analytical reporting
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Proactive Enterprise Service Mngt : 2. CMDB
© OMNINET 2017
Proactive Enterprise Service Mngt : 2. CMDB
CMDB is used to define Business Services
Goal is to know which Business Services are offered and how these are composed
PCs / ServersIT Infrastructuur
Servers
IT Services
Business ServicesSLA
© OMNINET 2017
Proactive Enterprise Service Mngt : 3. Processes
© OMNINET 2017
Proactive Enterprise Service Mngt : 3. Processes
Service Design Service Transition
Service catalogue management
Service level management
Capacity management
Availability management
Knowledge management
Change management
Service asset & configuration management
Release & deployment management
Service Operations
Incident management
Problem management
Request fulfilment
Identity & access management
Event management
Self-service portal (SSP)
Web Shop & Order Management
Miscellaneous
Master data
Activity management
Time Registration
HR, Facility …
© OMNINET 2017
ITSM
FACILITY MNGT
PROJECT MNGT
SALES MNGT
REQUIREMENTS MNGT
OPERATIONS
STOCK & ORDER MNGT DISPATCH MNGT (+ GIS)OPERATIONS
RISK MNGT
DOCUMENT MNGT
PROJECTS
CONTRACT MNGTSALES
SYSTEMS ENGINEERINGDEVELOPMENT
CU
STO
MER
PO
RTA
L
SELF
SER
VIC
EP
OR
TAL
OMNITRACKER BUSINESS INTELLIGENCE
INTERFACING (25X TYPES & PROTOCOLS)
AC
TIV
ITY
MA
NA
GEM
ENT
RES
OU
RC
EP
LAN
NIN
G
TIM
ER
EGIS
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FIN
AN
CIA
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TIN
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BP
MN
Proactive Enterprise Service Mngt : 3. Processes
© OMNINET 2017
Proactive Enterprise Service Mngt : 3. Processes
1. Workflow Management (WFM)
2. Workflow Management (WFM) enhanced with BPMN processes (scenario driven)
3. Full BPMN Processes
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Proactive Enterprise Service Mngt : BPMN
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BPM
• BPM is created to document and execute detailed (business) processes
• Out-of-the-Box Cross Department visibility and cooperation
BPMN
• BPMN is today a worldwide standard (ISO/IEC 19510:2013)
• BPMN 2.0 processes can be interchanged between software/tools
• BPMN 2.0 is developed with automation in mind (interfacing with other tools)
Summary
• BPMN 2.0 is a business language that everybody understands
• BPMN 2.0 models can be detailed (scenario/case based)
• BPMN 2.0 supports the documentation and the execution (e.g. user tasks, service tasks)
Conclusion
• BPMN is an automation enabler
• Provides visibility of the processes and automatic follow-up (control)
• Can span cross department (outside IT)
Proactive Enterprise Service Mngt : 3. Processes
Workflow Management (WFM) enhanced with BPMN processes
Scenario driven
© OMNINET 2017
BPMN 2.0 Compliant
Service Request (SR ticket)
ITIL V3 Compliant
Proactive Enterprise Service Mngt : 3. Processes
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Full BPMN
Proactive Enterprise Service Mngt : 3. Processes
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Full BPMN HR Process
Proactive Enterprise Service Mngt : 4. Interfacing
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Proactive Enterprise Service Mngt : 5. Automation
Automation is extended to Non IT Tools (f.e. Coswin for Facility Management)
Automations is introduced into the BPMN Processes
Introduction of Business Service Portal
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Proactive Enterprise Service Mngt : 5. Automation
© OMNINET 2017
Proactive Enterprise Service Mngt : 5. Automation
Connectors to the following tools will be available (out of the box):
Active Directory
Exchange Server
Sharepoint Server
FTP Server
Basic (Log Message)
File System
OMNITRACKER
Connectors can be created via:
VBScript
Windows PowerShell
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Proactive Enterprise Service Mngt : 5. Automation
A large collection of MS Powershell scripts can be found on
https://gallery.technet.microsoft.com/scriptcenter
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OMNITRACKER Self Service Portal
© OMNINET 2017
Proactive Enterprise Service Mngt : 5. Automation
OMNITRACKER Self Service Portal: Service Catalogue
© OMNINET 2017
Proactive Enterprise Service Mngt : 5. Automation
Proactive Enterprise Service Mngt : 6. Reporting
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Proactive Enterprise Service Mngt : 6. Reporting
• Analytical Reporting– Analysing and Steering of services– End to End insights
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BI Report (customization sample)
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Proactive Enterprise Service Mngt : 6. Reporting
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Proactive Enterprise Service Mngt : 6. Reporting
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Proactive Enterprise Service Mngt : 6. Reporting
Proactive Enterprise Service Mngt : 7. Conclusion
© OMNINET 2017
Proactive Enterprise Service Mngt : 7. Conclusion
IMPROVEMENT OF
EFFICIENCY
MATURITY
IT Service Desk Proactive Enterprise Service Mngt
Ticketing
Self Service
Multi-Channel
Cross Application
Cross Department
Service Oriented Working
Asset BasedWorking
Shared Service Centre
ITIL Ticketing
© OMNINET 2017
Advice:• Start using “Call ticket”
functionality• Start modeling your IT and
Business processes • Start automating easy but
highly used business processes (low hanging fruit)
• Create end to end processes• Report on end to end
processes (focus on bottlenecks)
From reactive helpdesk to predictive Enterprise service Management
Summary
Summary
IMPROVEMENT OF
EFFICIENCY
MATURITY
Reactive IT Helpdesk IT Service Desk Proactive Enterprise Service Mngt
Ticketing
Self Service
Multi-Channel
Cross Application
Cross Department
Service Oriented Working
Asset BasedWorking
Shared Service Centre
ITIL Ticketing
© OMNINET 2017
Questions?
DEMO: Booth 01.C077
Questions ?