10 Secrets for Taming the ITSM Beast
1
Webinar
August 12, 2014
10 Secrets for Taming the ITSM Beast
2
Randy Michael
President
Presenter
25 years in IT Management
8,000 People Trained
14...
10 Secrets for Taming the ITSM Beast
3
The In’s & Out’s of
High-Performing Organizations
10 Secrets for Taming the ITSM Beast
4
Understanding High Performance
10 Secrets for Taming the ITSM Beast
5
McDonald’s & High Performance?
10 Secrets for Taming the ITSM Beast
6
High-Performing Organizations don’t
become High Performing by accident.
They decide...
10 Secrets for Taming the ITSM Beast
7
Winning…Not
Don’t allow delusion to
cloud what winning
means!
10 Secrets for Taming the ITSM Beast
8
• Right People
• Right Process
• Right Technology
Winning Requirements
10 Secrets for Taming the ITSM Beast
9
High-Performing Org’s Require
High-Performing IT
Video
Retail
Music
Lodging
Taxi
10 Secrets for Taming the ITSM Beast
10
What Causes Outsourcing/Off-shoring?
Are you a cost
center or a
value center?
10 Secrets for Taming the ITSM Beast
11
High Performance Requires Systems
Consistent Delivery
Repeatability
Delegation of ...
10 Secrets for Taming the ITSM Beast
12
Roadmaps to Success
Frameworks:
Sets of Suggestions for Managing IT Services
10 Secrets for Taming the ITSM Beast
13
Poll Question
10 Secrets for Taming the ITSM Beast
14
Continual
Service
Improvement
Service
Operation
Service
Transition
Service
Design
...
10 Secrets for Taming the ITSM Beast
15
ITIL® Core Books / Lifecycle Stages
• Service Strategy
• Service Design
• Service ...
10 Secrets for Taming the ITSM Beast
16
It’s a Journey, Not a Project
ITSM adoptions fail by over-reach
SECRET 1
10 Secrets for Taming the ITSM Beast
17
Unofficial Motto
10 Secrets for Taming the ITSM Beast
18
K.I.S.S.
• Technologists love “hard”
• Customers and users love “simple”
• Resist ...
10 Secrets for Taming the ITSM Beast
19
Where Do I Start?
10 Secrets for Taming the ITSM Beast
20
Poll Question
10 Secrets for Taming the ITSM Beast
21
• What does customer perceive about your
work product?
• What already works?
• Inc...
10 Secrets for Taming the ITSM Beast
22
Know your Customer
SECRET 4
Wants?
Desires?
Needs?
10 Secrets for Taming the ITSM Beast
23
IT Service Management
Poor Controls Business Results
IT Services = Work Product
10 Secrets for Taming the ITSM Beast
24
IT Service Management
Effective &
Efficient IT Controls
Business Results
IT Servic...
10 Secrets for Taming the ITSM Beast
25
All Businesses Want Three Things:
1. Achieve Objectives
2. Manage Risk
3. Have Ful...
10 Secrets for Taming the ITSM Beast
26
Circumstances
Needs
Wants
Perception
The Basis of Value:
10 Secrets for Taming the ITSM Beast
27
Maintaining Control of the
Implementation
10 Secrets for Taming the ITSM Beast
28
Reasons for ITSM Adoption Failure
• Lack of planning
• Lack of resources
• Lack of...
10 Secrets for Taming the ITSM Beast
29
Senior Level Support is Critical
• Budget
• Active Participation
• Promoting the d...
10 Secrets for Taming the ITSM Beast
30
Time-to-Value
• Identify quick wins
• Put every option on
the table
• How big is t...
10 Secrets for Taming the ITSM Beast
31
Choosing an Integrated Solution
• Data collected by one area of
the organization n...
10 Secrets for Taming the ITSM Beast
32
Cloud vs. On-premise
Tool Implementation Options
Resource Requirements
Staffing Ne...
10 Secrets for Taming the ITSM Beast
33
Culture First!
10 Secrets for Taming the ITSM Beast
34
Create, Deliver and
Communicate Business
Value!
The real business of IT?
[Attitude...
10 Secrets for Taming the ITSM Beast
35
Cultural Alignment
SECRET 9
• Analyze your cultural
position to validate the
will ...
10 Secrets for Taming the ITSM Beast
36
ITSM Overcoming Previous Failure
• Clear and ongoing communication – WIIFM?
• Sett...
10 Secrets for Taming the ITSM Beast
37
Changing Perception
Unit
Deliveries
Customizations
Contract
Sales
Month to Date
Ye...
10 Secrets for Taming the ITSM Beast
38
Define Metrics to Success
• Understand the
importance of Metrics
• Have an end-gam...
10 Secrets for Taming the ITSM Beast
39
Promote Organizational Value
[Promote small successes]
10 Secrets for Taming the ITSM Beast
40
Rights Removal or
Restriction
Identify Verfication
Rights Delivery
Access Managemen...
10 Secrets for Taming the ITSM Beast
41
Final Thoughts:
Knowledge vs. Application
• Don’t move too fast
• Expect Set-backs...
10 Secrets for Taming the ITSM Beast
42
Final Thoughts:
Knowledge vs. Application
• Knowledge is important
• Understanding...
10 Secrets for Taming the ITSM Beast
43
Final Thoughts:
Knowledge vs. Application
• Plan informally
• Plan formally
10 Secrets for Taming the ITSM Beast
44
ITIL Foundations for IT Service Management
Lifecycle Courses Capabilities Courses
...
10 Secrets for Taming the ITSM Beast
45
10 Secrets for Taming the ITSM Beast
46
What We’re Hearing Clients Really Want
(and Really Need)
• ITIL-ready solution (so...
10 Secrets for Taming the ITSM Beast
47
What Makes Samanage Different . . .
And Uniquely Able to Address Your Challenges
•...
10 Secrets for Taming the ITSM Beast
48
The Proof’s in the Pudding
(Mmmm . . . pudding . . .)
500+CUSTOMERS
47COUNTRIES
42...
10 Secrets for Taming the ITSM Beast
49
Interested to learn more?
Here’s a link to start your free trial and test it yours...
10 Secrets for Taming the ITSM Beast
50
10 Secrets for Taming the ITSM Beast
51
CONTINUE THE CONVERSATION
Join us at https://Community.Samanage.com to continue th...
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Webinar: 10 Secrets for Taming the IT Service Management Beast

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It’s not hard to fathom the excellence you could achieve through IT Service Management. Getting your arms around it all is the hard part.

For most organizations, implementing ITSM can feel like being pulled into a deep abyss. You likely have more questions than answers right now. What do you need to be successful? Where do you even start?

Listen on demand to this educational webcast, presented by Randy Michaels of Knowledge ToolWorks, a leading expert on IT and business processes, to learn how you can make ITSM work for you without getting tangled up in its ugly tentacles.

What you'll take away:

-Benefits and pitfalls of adopting an ITSM framework
-Answering the questions "Am I ready?" and "Where do I begin?"
-Key process and technology considerations for transforming into a high performing, service-driven organization
-The people equation and how to get everyone on board

---------------------------------
Presenter:
Randy Michael
President, Knowledge ToolWorks

Randy Michael has been in IT and business management for more than 25 years, and is one of the most knowledgeable and sought after thought leaders and trainers in the industry. He is a full content creator and training provider in the area of business and IT processes.

Randy is recognized for his unique approach to IT training programs, specifically around ITIL and ISO/IEC 20000. Beyond training, Randy provides assessments and consulting services to organizations of all sizes.

His experience spans all facets of IT in various industries including manufacturing, hospitality, transportation, retail, software, training and consulting. Prior to Knowledge ToolWorks, he held leadership roles in IT, operations, training, and business process management.

Randy’s has received the following professional certifications including:

ITIL® Foundation
ITIL® Expert
ITIL® Capabilities Stream (OSA, SOA, PPO )
ITIL® Lifecycle Stages (SS, SD, ST, SO)
ITIL® (Masters) - V2 Service Manager
ITIL® Practitioner V2 (Release & Control, Support & Restore, Agree & Define)
EXIN ISO/IEC 20000 Foundation
ISO20k – Alignment of IT and the Business according to ISO/IEC 20000
ISO20k – Control of IT Services according to ISO-IEC 20000
ISO20k – Management and Improvement of IT Services according to ISO/IEC 20000
ISO20K – Professional Support of IT Services according to ISO/IEC 20000
Microsoft – MCP, MCSE
Cisco – CCNA, CCDA

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  • Key concepts:

    Exam Tip:

    Real world examples:

    Original Text:

    Analogy or Story:
  • What is current/future plans?
  • Need video for follow-up

    Key concepts:

    Exam Tip:

    Real world examples:

    Original Text:

    Analogy or Story:
  • What is current/future plans?
  • Talk about how it may not seem they have an impact on the bottom line, but they absolutely do…so how can you not end up with a donkey-car? Every person and department plays a role in the inputs and outputs
  • Talk about how it may not seem they have an impact on the bottom line, but they absolutely do…so how can you not end up with a donkey-car? Every person and department plays a role in the inputs and outputs
  • Wants and needs change based on the situation and business goals/needs/objectives
  • Change is scary!! How incentivize everyone to buy in? (not necessarily REWARD)
  • (Clear) Communication is also important – many IT professionals can fail on this point – Also, WIIFM from their perspective
  • Need this slide from Randy. Prefer columns?
  • Need this slide from Randy. Prefer columns?
  • Need this slide from Randy. Prefer columns?
  • IT”S NOT JUST THEORETICAL

    Key concepts:

    Exam Tip:

    Real world examples:

    Original Text:

    Analogy:
  • Instant value
    User-friendly
    Feature-rich & future proof
    Continuous deployment model so it’s never outdated and you never have to worry about maintenance or downtime
  • Webinar: 10 Secrets for Taming the IT Service Management Beast

    1. 1. 10 Secrets for Taming the ITSM Beast 1 Webinar August 12, 2014
    2. 2. 10 Secrets for Taming the ITSM Beast 2 Randy Michael President Presenter 25 years in IT Management 8,000 People Trained 14 ITIL Certifications 5 ISO20k Certifications Cloud-Based IT Service Desk & Asset Management Solution Host
    3. 3. 10 Secrets for Taming the ITSM Beast 3 The In’s & Out’s of High-Performing Organizations
    4. 4. 10 Secrets for Taming the ITSM Beast 4 Understanding High Performance
    5. 5. 10 Secrets for Taming the ITSM Beast 5 McDonald’s & High Performance?
    6. 6. 10 Secrets for Taming the ITSM Beast 6 High-Performing Organizations don’t become High Performing by accident. They decide NOT to be Mediocre!
    7. 7. 10 Secrets for Taming the ITSM Beast 7 Winning…Not Don’t allow delusion to cloud what winning means!
    8. 8. 10 Secrets for Taming the ITSM Beast 8 • Right People • Right Process • Right Technology Winning Requirements
    9. 9. 10 Secrets for Taming the ITSM Beast 9 High-Performing Org’s Require High-Performing IT Video Retail Music Lodging Taxi
    10. 10. 10 Secrets for Taming the ITSM Beast 10 What Causes Outsourcing/Off-shoring? Are you a cost center or a value center?
    11. 11. 10 Secrets for Taming the ITSM Beast 11 High Performance Requires Systems Consistent Delivery Repeatability Delegation of tasks Value of work product?
    12. 12. 10 Secrets for Taming the ITSM Beast 12 Roadmaps to Success Frameworks: Sets of Suggestions for Managing IT Services
    13. 13. 10 Secrets for Taming the ITSM Beast 13 Poll Question
    14. 14. 10 Secrets for Taming the ITSM Beast 14 Continual Service Improvement Service Operation Service Transition Service Design Service Strategy Lifecycle stages help us to understand the natural workflow to be accomplished allowing delivery of a particular service quality ITIL® - A Framework for IT Service Management
    15. 15. 10 Secrets for Taming the ITSM Beast 15 ITIL® Core Books / Lifecycle Stages • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement 27 Defined Processes
    16. 16. 10 Secrets for Taming the ITSM Beast 16 It’s a Journey, Not a Project ITSM adoptions fail by over-reach SECRET 1
    17. 17. 10 Secrets for Taming the ITSM Beast 17 Unofficial Motto
    18. 18. 10 Secrets for Taming the ITSM Beast 18 K.I.S.S. • Technologists love “hard” • Customers and users love “simple” • Resist the temptation to over complicate processes & technology SECRET 2
    19. 19. 10 Secrets for Taming the ITSM Beast 19 Where Do I Start?
    20. 20. 10 Secrets for Taming the ITSM Beast 20 Poll Question
    21. 21. 10 Secrets for Taming the ITSM Beast 21 • What does customer perceive about your work product? • What already works? • Incident/Problem/Change? – First thing’s first • What pain points are evident? Know Thyself SECRET 3
    22. 22. 10 Secrets for Taming the ITSM Beast 22 Know your Customer SECRET 4 Wants? Desires? Needs?
    23. 23. 10 Secrets for Taming the ITSM Beast 23 IT Service Management Poor Controls Business Results IT Services = Work Product
    24. 24. 10 Secrets for Taming the ITSM Beast 24 IT Service Management Effective & Efficient IT Controls Business Results IT Services = Work Product
    25. 25. 10 Secrets for Taming the ITSM Beast 25 All Businesses Want Three Things: 1. Achieve Objectives 2. Manage Risk 3. Have Fully Utilized Resources
    26. 26. 10 Secrets for Taming the ITSM Beast 26 Circumstances Needs Wants Perception The Basis of Value:
    27. 27. 10 Secrets for Taming the ITSM Beast 27 Maintaining Control of the Implementation
    28. 28. 10 Secrets for Taming the ITSM Beast 28 Reasons for ITSM Adoption Failure • Lack of planning • Lack of resources • Lack of senior support • Wrong technology decisions • Incorrect expectations • Cultural acceptance
    29. 29. 10 Secrets for Taming the ITSM Beast 29 Senior Level Support is Critical • Budget • Active Participation • Promoting the decision as the “new” way of doing things • Rewarding desired behavior SECRET 5
    30. 30. 10 Secrets for Taming the ITSM Beast 30 Time-to-Value • Identify quick wins • Put every option on the table • How big is the implementation effort? SECRET 6
    31. 31. 10 Secrets for Taming the ITSM Beast 31 Choosing an Integrated Solution • Data collected by one area of the organization needs to be available to other areas of the organization • Largest input to Problem Management is Incident tickets • Speed of resolution directly correlated to people, assets and history SECRET 7
    32. 32. 10 Secrets for Taming the ITSM Beast 32 Cloud vs. On-premise Tool Implementation Options Resource Requirements Staffing Needs SECRET 8 VS.
    33. 33. 10 Secrets for Taming the ITSM Beast 33 Culture First!
    34. 34. 10 Secrets for Taming the ITSM Beast 34 Create, Deliver and Communicate Business Value! The real business of IT? [Attitudechange required]
    35. 35. 10 Secrets for Taming the ITSM Beast 35 Cultural Alignment SECRET 9 • Analyze your cultural position to validate the will and support for huge undertaking • Prepare the Culture to accept organizational Change
    36. 36. 10 Secrets for Taming the ITSM Beast 36 ITSM Overcoming Previous Failure • Clear and ongoing communication – WIIFM? • Setting clear customer expectations • Be a trusted advisor • Control the perception of IT quality • Understand and deliver business value
    37. 37. 10 Secrets for Taming the ITSM Beast 37 Changing Perception Unit Deliveries Customizations Contract Sales Month to Date Year to Date Units Units Units Revenue Revenue Revenue Units Units Units Revenue Revenue Revenue
    38. 38. 10 Secrets for Taming the ITSM Beast 38 Define Metrics to Success • Understand the importance of Metrics • Have an end-game • Track behaviors to success • Use metrics to identify improvement needs • Use metrics to promote success SECRET 10
    39. 39. 10 Secrets for Taming the ITSM Beast 39 Promote Organizational Value [Promote small successes]
    40. 40. 10 Secrets for Taming the ITSM Beast 40 Rights Removal or Restriction Identify Verfication Rights Delivery Access Management Process Monitor & Respond to Role Changes SERVICE TRANSITION Verification & Audit DML Check-in/out Planning & Identification Control of Accuracy Status Accounting Service Asset & Configuration Management Process License Management Configuration Baseline Reports Release Deployment Early Life Support Release Policy Environmental Readiness Build & Test Release & Deployment Management Process Release Plan Collect Knowledge Establish Knowledge Policy Knowledge Management Process Record / Update Validate & Approve Monitor for Accuracy Schedule of Change Emergency Changes Register & Categorize RFC Approve or Deny Change Management Process Risk & Resource Assessment Change Evaluation Process Actual vs. Predicted Performance Analysis for Unintended Consequences Risk Analysis Risk Evaluation Report Validation & Testing Process Test Policy Risk Based Approach Test Plans Test Models Validate Performance against Expectation Prior to Release Release Policy Change Documentation Change Schedule Transition Planning & Support Process Define Frameworks, Standards, Agreements, Legal & Regulatory compliance, Contractual requirements Role Scheduling Maintaining Transition Policies & Models Defining & Monitoring Deliverables & Milestones Initially Stable Service / Early Life Support SCMIS CMIS Svc Catalog HR DB SMIS Negotiate Agree Monitor Report Service Level Management Process Document Requirements Review SLA OLA SERVICE DESIGN Service Design Package SERVICE OPERATION Alerts Incident Tickets Service Request Work Order Known Errors & Validated Workarounds SERVICESTRATEGY Service Charter Process Workflows Self-Service Portal CONTINUAL SERVICE IMPROVEMENT The 7-Step Improvement Process Implement Improvements Present and Use the Information Identify Strategy for Improvement Gather the Data Process the Data Analyze the Data DO CHECK ACT WISDOM DATA WISDOMINFORMATION KNOWLEDGE Define What You Will Measure 1 2 3 4 5 6 7 PLAN © Copyright 2013. All RightsReserved. www.KnowledgeToolWorks.com. Based on I TI L® M aterials. Reproduced under License from the Cabinet Office. CMDB Change Records Release Plans Service Catalog Change Schedule Knowledge Base KEDB Service Catalog Business/Customer-FacingServiceCatalog Technical/SupportingServiceCatalog Service Definition Interfaces & Dependencies Service Catalog Maintenance Service Catalog Production Service Catalog Management Process Performance Reporting Contract Security Policy Capacity Plans Projected Service Outage Availability Plan Continuity Plans Negotiate Maintain SCD Review & Renegotiate Monitor Suppliers Supplier Management Process Business Impact Analysis Invocation Continuity Plan Testing Continuity Planning Policy Setting Risk Assessment IT Service Continuity Management Process Identify New Requirements Plan New Capacity Improve Review Usage Monitoring Capacity Management Process Requirements Implementation Monitoring Planning Reporting Availability Management Process Establish Framework Maintain & Improve Evaluate Implement Security Policy Information Security Management ProcessRequirements Strategy Generation Strategy Execution Strategic Assessment Development of Strategic Assets Strategy Management for IT Services Patterns of Demand Business Relationship Management Process Maintain Customer Relationship Identify Changing Customer Needs Service Valuation Budgeting Accounting Costing & Charging Financial Management for IT Services Financial Plan Service Portfolio Management Process Define Analyze Approve Charter User Profiles Demand Management Process Request Fulfillment Process Interface Design Logging Request Models Sourcing & Fulfillment Request Ticket Closure Detection & Logging Major Problem Review Investigation & Diagnosis Resolution Prioritize Categorization Problem Management Process Closure Response Monitor Detect Correlate Event Management Process Security Policy Access Request Incident Records Incident Closure Initial Diagnosis Escalation Investigation & Diagnosis Resolution & Recovery Identify & Log Categorization Prioritization Incident Management Process Patterns of Business Activity RFC to Change Management Business Case Design Coordination Process Plan Design Resources Improve Service Design (Stage) Design & Maintain Policies & Methods Coordinate Individual Service Design Packages Review of Design and Service Design Package prior to handover Assessment Benchmarking Service Measurement Metrics Return on Investment Service Reporting Improvement made Easy STOP doing what DOESN'T WORK START doing what MAY WORK KEEP doing what DOES WORK Performance Reporting r.149 770-213-4235 www.KnowledgeToolWorks.com TRAI N ◇ TRANSFORM ◇ BUILD Process Workflows: Only implement the processes that make sense for your organization now, but create an overall plan for future needs
    41. 41. 10 Secrets for Taming the ITSM Beast 41 Final Thoughts: Knowledge vs. Application • Don’t move too fast • Expect Set-backs • Beware of the “experts” • Be clear on the targets • Communicate, communicate, communicate
    42. 42. 10 Secrets for Taming the ITSM Beast 42 Final Thoughts: Knowledge vs. Application • Knowledge is important • Understanding is more important • Acceptance is most imporant
    43. 43. 10 Secrets for Taming the ITSM Beast 43 Final Thoughts: Knowledge vs. Application • Plan informally • Plan formally
    44. 44. 10 Secrets for Taming the ITSM Beast 44 ITIL Foundations for IT Service Management Lifecycle Courses Capabilities Courses Managing Across the Lifecycle ITIL Expert ITIL Master  Service Strategy  Service Design  Service Transition  Service Operation  Continual Service Improvement  Operational Support and Analysis  Service Offerings and Agreements  Planning, Protection and Optimization  Release, Control and Validation ITIL® 2011 Certification Scheme
    45. 45. 10 Secrets for Taming the ITSM Beast 45
    46. 46. 10 Secrets for Taming the ITSM Beast 46 What We’re Hearing Clients Really Want (and Really Need) • ITIL-ready solution (so you can celebrate those small victories Randy mentioned!) • Feature-rich solution without all the complexity • Unify assets, tickets and people all in one place • Available anywhere (Mobile) • Transition to service-orientation; provide and facilitate needs of entire organization
    47. 47. 10 Secrets for Taming the ITSM Beast 47 What Makes Samanage Different . . . And Uniquely Able to Address Your Challenges • Instant value: Clients able to get up and running in 14 days • Code-free customization: No professional services needed • We make people happy: Our product is fun and easy to use • Keeping YOU on the cutting edge of ingenuity: 1,400 deploys to production 1H 2014 • We bring it all together: Unified IT Service Desk and Asset Management
    48. 48. 10 Secrets for Taming the ITSM Beast 48 The Proof’s in the Pudding (Mmmm . . . pudding . . .) 500+CUSTOMERS 47COUNTRIES 42SUPPORTED LANGUAGES 250%GROWTH YOY 1,000,000+ ASSETS MANAGED
    49. 49. 10 Secrets for Taming the ITSM Beast 49 Interested to learn more? Here’s a link to start your free trial and test it yourself: www.samanage.com/signup.html Want to start a discussion with Randy? Reach him at: randy@knowledgetoolworks.com
    50. 50. 10 Secrets for Taming the ITSM Beast 50
    51. 51. 10 Secrets for Taming the ITSM Beast 51 CONTINUE THE CONVERSATION Join us at https://Community.Samanage.com to continue the conversation with Randy, your peers and Samanage’s Product team members.

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