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LANDESK SOFTWARE CONFIDENTIAL

ITSM Discussion

Marcel Shaw - Sr Systems Engineer for LANDESK www.marcelshaw.com

LANDESK SOFTWARE CONFIDENTIAL

http://www.itoa-landscape.org/ http://marcelshaw.com/2015/02/time-add-operations-analytics-itoa-itsm-itam-solution/ https://www.sysaid.com/blog/entry/15-itsm-tips-for-2015-part-1

LANDESK SOFTWARE CONFIDENTIAL

LANDESK SOFTWARE CONFIDENTIAL

ITIL is a best practice framework that has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM)

ITIL – Defined – Official Definition

LANDESK SOFTWARE CONFIDENTIAL

ITIL – Defined – Layman’s Definition

ITIL is an integrated set of best-practice processes for delivering IT services to customers

LANDESK SOFTWARE CONFIDENTIAL

ITIL – Defined – My Definition

ITIL is using common sense in IT

LANDESK SOFTWARE CONFIDENTIAL

Two Premises of ITIL

! Create comprehensive, consistent and coherent standards of best practice for quality IT Service Management promoting business effectiveness in the use of IT

! Encourage private sector to develop ITIL-Related services and products

LANDESK SOFTWARE CONFIDENTIAL

! Getting everyone to follow instructions

! Taking it outside of the organization

Two Premises of ITIL

LANDESK SOFTWARE CONFIDENTIAL

ITIL Philosophy – adopt and adapt

The nature of ITIL is evolutionary. When taken seriously, ITIL continues to get more consistent and comprehensive creating a best practices framework.

LANDESK SOFTWARE CONFIDENTIAL

Why is ITIL so successful?

! ITIL is non-proprietary ! ITIL is non-prescriptive ! ITIL is best practice ! ITIL is good practice

LANDESK SOFTWARE CONFIDENTIAL

Why should you adopt ITIL?

! Improve Service Quality ! Cost Advantage ! Pro-active IT Management

LANDESK SOFTWARE CONFIDENTIAL

Why ITIL is not adopted?

! Value is difficult to specify ! No instant gratification ! No management commitment ! Don’t know where to start ! IT doesn’t follow it’s rules

LANDESK SOFTWARE CONFIDENTIAL

Organizational Makeup of ITIL

People

Products

Partners

Processes

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The Differences Between ITIL and ITSM

! ITIL is a framework, ITSM is a concept

! ITSM includes ITIL along with other frameworks

! Other frameworks used in ITSM are ITAM, COBIT, Agile, DevOps, Kanban, etc.

ITSM

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What is ITSM

By Definition: ! Service Management is the overall solution philosophy to

maximize the value that technology brings to the business. It is a set of specialized capabilities for providing value to customers in the form of services. Service Management also brings transparency to IT Operations and encourages IT and business partners alike to speak the same language

! A Service is a means of delivering value to customers by facilitating the outcomes customers expect and want to receive

ITSM

LANDESK SOFTWARE CONFIDENTIAL

Evolution of ITSM

ITSM Traditional IT

Technology Focus

“Fire fighting” Reactive

Users Centralized, done in-house

Isolated, silos “One off”, adhoc

Informal processes IT internal perspective Operational specific

IT Process

Process Focus Preventative

Proactive Customers

Distributed, sourced Integrated, enterprise-wide Repeatable, accountable

Formal best practices Business perspective

Service orientation

Becomes

LANDESK SOFTWARE CONFIDENTIAL

2014 the year of the breach

! 43% of companies have experienced a data breach in the past year

! 80% of the breaches "had a root cause in employee negligence

LANDESK SOFTWARE CONFIDENTIAL

Where do you start?

! Keep it simple ! Define your services – Service

Portfolio ! Publish to your customers –

Service Catalog ! Assess and refine

LANDESK SOFTWARE CONFIDENTIAL

What are some of the IT services your customers consume?

! Computer and Device Support ! Accounts and Access ! Email and Calendar ! Web and application services ! Network and Wireless ! Telecommunications

LANDESK SOFTWARE CONFIDENTIAL

So you defined your services now what?

LANDESK SOFTWARE CONFIDENTIAL

IT Self-Service empowers end-users to solve their own IT-related issues, helps reduce service and support costs and increases end-user satisfaction

Try Starting with Self Service

“While 40% of IT service and support requests can be resolved through self-service, only about 5% actually are”

David M. Coyle, VP Research, Gartner

LANDESK SOFTWARE CONFIDENTIAL

Some Statistics

75% prefer to use online support

91% would use an online knowledgebase

40+% contact a call center after they can’t find answers to their question via self-service

Up to 50% of “How do I …?” calls could be deflected to self-care channels

LANDESK SOFTWARE CONFIDENTIAL

Key Drivers for IT Service

LANDESK SOFTWARE CONFIDENTIAL

Add the Service Catalog

! Standardize Offerings ! Ensures IT define the services it offers ! Publish and communicate offerings to

your customer !  Increases efficiency

LANDESK SOFTWARE CONFIDENTIAL

Service Catalog - Process

!  Request !  Control !  Deploy !  Subscribe !  Remove !  Communicate

Use Method not Madness

People + Process + Technology

LANDESK SOFTWARE CONFIDENTIAL

Service Catalog - Entitlement

!  Publish by customer / group / role

!  Request type – once vs many !  Bundled services

Think - Who, what, why

People + Process + Technology

LANDESK SOFTWARE CONFIDENTIAL

Sprinkle In Some Automation

! Password reset ! Customer account creation ! Software installation ! File share access ! Customer information change ! You can’t automate everything

start with the simple stuff.

LANDESK SOFTWARE CONFIDENTIAL

Thank You