Presented  by  Ryan  Ogilvie  

Avoiding  Service  Management  Pi8alls  

@ryanrogilvie  #ShareIT13      

QuesBons  and  Comments  

Overall  Service  Management  ImplementaBon  

Individual  Process  Review  

Overall  Service  Management  ImplementaBon  

Overall  Service  Management  ImplementaBon  

• Where  are  you  now?  

Overall  Service  Management  ImplementaBon  

•  Think  about  the  goals  of  the  implementaBon  

• Why  we  are  doing  this?  

• What  it  will  accomplish?  

Define  a  Goal  

•  Scope  is  crucial  

 

Determine  the  Scope  

•  Scope  is  crucial  

•  Your  scope  should  include:  

▫ Which  processes  you  are  implemenBng  

▫  The  roles  you  will  need  to  support  those  processes    

Determine  the  Scope  

•  Build  or  rework  processes  to  support  the  implementaBon.    

•  They  don’t  need  to  be  complicated  

•  In  fact  they  should  be  simple  

Determine  Processes  

•  Tell  people  what  you  are  doing  –  Market  your  launch  

• Many  ways  to  do  this  ▫  Blog  about  it  ▫  Lunch  and  learns  ▫  NewsleUers  ▫  Social  Media    Keep  people  informed  

Communicate  

•  Develop  some  metrics  

•  Keep  them  simple  

•  Improve  on  what  you  measure  

Measure  

•  CSI  –  Review  your  status…  conBnuously  

•  There  are  NO  failures  

CSI  

•  Scope  

•  Can  vs  Should  

• We  need  to  keep  it  simple  

•  As  processes  mature  this  will  open  “what  abouts”  

•  Stay  away  from  the  “Lite”  

ImplementaBon  Challenge  

Individual  Process  Review  

5  -­‐  OpBmizing  

Where  to  Start  –  Maturity  Model  

4  -­‐  Predictable  

3  -­‐  Standardized  

2  -­‐  Managed  

1  -­‐  IniBal  

Review  Your  Processes  

Incident   Problem   Change   Request   SACM   Knowledge  

       3.5            3            4            4    2.5                  3  

Release  

               2  

Review  Your  Processes  

Incident   Problem   Change   Request   SACM   Knowledge  

       2.5            2            3            3        2                  1  

Release  

               1  

•  Challenge  –  Ensuring  quick  resoluBons    

•  Remedy  –  Review  your  performance  with  the  customer  

•  You  are  only  as  good  as  your  business  thinks  you  are  

Incident  Management  

•  Challenge  –  Commitment  to  RCA  

•  Remedy  –  Alignment  with  operaBons  

•  Permanently  improving  customer  experience  

Problem  Management  

•  Challenge  –  Adversely  impacBng  customers  through  outages  

•  Remedy  –  Understand  your  business  

•  The  balance  of  changes  

Change  Management  

•  Challenge  –  Many  organizaBons  are  operaBonalized  

•  Remedy  –  Leverage  what  you  have  and  understand  what's  needed  

•  Ensuring  customer  experience  is  consistent  

Release  Management  

•  Challenge  –  WORN  

•  Remedy  –  Think  about  what  makes  sense  

•  If  you  build  it  they  will  come….  

Knowledge  Management  

•  There  are  over  100  billion  global  searches  being  conducted  each  month.  

•  75%  of  users  never  scroll  past  the  first  page  of  search  results.  

•  18%  of  organic  clicks  go  to  the  #1  posiBon  

Knowledge  Management  

•  Challenge  –  Scope  

•  Remedy  –  Decide  what  you  need  

•  Determine  what  will  improve  the  customer  experience  

SACM  

•  Challenge  –  How  to  best  fulfill  the  request  

•  Remedy  –  Determine  business  needs  

• Work  with  the  business  and  be  scalable  

Request  Fulfillment  

Stop  thinking  about  this  like  IT    

Start  thinking  about  it  from  the  Business  PerspecBve  

Through  “Process  X”  I  can  reduce  the  priority  2  incidents  from  350  to  100  over  3  months  

Ask  yourself….  

Through  a  service  management  strategy  I  can:  �  Increase  your  producBvity  �  Lower  costs  �  Allow  you  to  deliver  in  a  way  your  compeBBon  can’t  

If  you  could  tell  your  business  the  following:  

Which  would  you  prefer  

 TwiUer:@ryanrogilvie  Blog:  hUp://servicemanagementjourney.blogspot.ca/  Linkedin:  ca.linkedin.com/pub/ryan-­‐ogilvie/2b/183/873/  

   

Thank  You