Selecting ITSM Software<br />Vice President, ServiceSphere<br />chris.dancy@servicepshere.com<br />Confidential, All Right...
Overview<br />How to Select a ITSM Service Desk Software Vendor, and Not Regret it Later!Planning committees, budgets, dem...
Agenda<br />Welcome – ServiceSphere- Chris Dancy<br />Disclaimer<br />The Need?<br />The Warning!<br />First Things First<...
Agenda<br />FUD Shields Activate<br />Pick of the Litter – The Demo<br />Pick of the Litter – The Aftermath<br />Second Gu...
Welcome<br />Service Desk and Social Media, Why You Should Meet Your Users On Their Terms<br />A 12-Step Program for Your ...
Welcome - ServiceSphere<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br /...
Welcome - ServiceSphere<br />ITSM<br />Professional Services<br />ITSM<br />Integration Tools<br />ITSM<br />Service Virtu...
Welcome<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Offices on Thre...
Welcome – Chris Dancy<br />Started as a Help Desk Tier One 1990<br />Moved to Help Desk Manager<br />FrontRange HEAT & ITS...
Give Away & Recommended<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
Goal<br />Organization Focused / Vendor Agnostic<br />To give an over view of the process – There is much more to the plan...
Disclaimer<br />The most signed up webinar of the series<br />Welcome Vendors?!?<br />Suggestions are a reflection on a hi...
The Need<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Analyze Your N...
The Warning<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />No matter h...
The Warning<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />"I have sin...
First Things First<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Buil...
First Things First<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Defi...
First Things First<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
First Things First<br />HDI C. Farver Project Plan<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http:/...
First Things First - Considerations<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesph...
First Things First - Considerations<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesph...
Searching<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Analysts<br /...
Searching - Analysts<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Se...
Searching - Analysts<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Se...
Searching – Trade Shows<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br /...
Searching – Industry Peer<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br...
Searching – Vendor Forums <br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<b...
Searching – Social Media<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br ...
FUD Shields Activated<br />Hyperbole<br />ROI (return on ignorance)<br />Federated (POC)<br />Configuration – Customizatio...
FUD Shields Activated<br />Hyperbole<br />Integration (yea right…see the matrix)<br />Process (only for cheese)<br />TCO (...
FUD Shields Activated<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />R...
Pick of the Litter – The Demo<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.co...
Pick of the Litter – The Demo<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.co...
Pick of the Litter –The Aftermath<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicespher...
Pick of the Litter –The Aftermath – Part 2<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.ser...
Second Guess Yourself<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />L...
I Now Pronounce YouChuck & Larry<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere...
Prize Time<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
PRIZE TIME!<br />First Person To Email and Correctly Answer:<br />info@servicesphere.com<br />Question:  Name Two FUD Term...
Coming to a Webinar Near You<br />Support Goes Home: How organizations deal with the number of users accessing technology ...
Thank You<br />Thank you!<br />For more information on how ServiceSphere can help with Customer Satisfaction and process i...
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Selecting ITSM Software

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How to select ITSM Software and Not get Burned!
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For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis.

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Selecting ITSM Software

  1. 1. Selecting ITSM Software<br />Vice President, ServiceSphere<br />chris.dancy@servicepshere.com<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  2. 2. Overview<br />How to Select a ITSM Service Desk Software Vendor, and Not Regret it Later!Planning committees, budgets, demos, and hyperbole, OH MY! Learn from our years of selling software, the questions to ask, and when to walk away. A bridge from the Saints to the Sinners, let us help you make key decisions and vet your vendors before you sign your service desk life away! Your guide starts with this presentation!<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  3. 3. Agenda<br />Welcome – ServiceSphere- Chris Dancy<br />Disclaimer<br />The Need?<br />The Warning!<br />First Things First<br />Searching<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  4. 4. Agenda<br />FUD Shields Activate<br />Pick of the Litter – The Demo<br />Pick of the Litter – The Aftermath<br />Second Guess Yourself<br />I Now Pronounce You Chuck & Larry<br />SEND QUESTIONS VIA CHAT<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  5. 5. Welcome<br />Service Desk and Social Media, Why You Should Meet Your Users On Their Terms<br />A 12-Step Program for Your Staff When Supporting Your Users Becomes a Codependent Nightmare<br />Survey Says! 10 simple rules to transform your surveys.<br />How to Select a IT Service Management Software Vendor, AND not regret it later.<br />Support Goes Home: How organizations deal with the number of users accessing technology from home.<br />ITIL in the Small Organization <br />What happens when you get a Ferrari and you have no Drivers License: Getting the ITSM Tool of your Dreams?<br />The real cost of FCR<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  6. 6. Welcome - ServiceSphere<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Thought Leadership around IT Service Management<br />Sharing Information with the ITSM Community<br />Webinars<br />Video Best Practices<br />Blogs<br />Social Media Twitter - LinkedIn<br />Live Support <br />
  7. 7. Welcome - ServiceSphere<br />ITSM<br />Professional Services<br />ITSM<br />Integration Tools<br />ITSM<br />Service Virtualization<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  8. 8. Welcome<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Offices on Three Continents<br />24x7x365 Follow The Sun Support<br />Full Range of Collaboration Offerings<br />
  9. 9. Welcome – Chris Dancy<br />Started as a Help Desk Tier One 1990<br />Moved to Help Desk Manager<br />FrontRange HEAT & ITSM Consultant<br />Integrations Product Manager for Service Desk & Desktop Management Tool<br />Business Development / Thought Leadership Touchpaper<br />Founder ServiceSphere<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  10. 10. Give Away & Recommended<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  11. 11. Goal<br />Organization Focused / Vendor Agnostic<br />To give an over view of the process – There is much more to the planning than will be covered.<br />Best Practices for RFI/ Demo/ POC<br />To Help IT Service Desk / Help Desk Consumers Vet Vendors.<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  12. 12. Disclaimer<br />The most signed up webinar of the series<br />Welcome Vendors?!?<br />Suggestions are a reflection on a history with ITSM software, NOT any one one vendor.<br />Catalyst for topic was HDI event I attended.<br />Direct endorsements are done on a client by client basis.<br />This topic could be multiple sessions.<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  13. 13. The Need<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Analyze Your Need<br />Out of Maintenance<br />Software for the sake of software<br />Leadership Change<br />ITIL Kool-Aid<br />Before you Jump, give your internal processes some attention. “Any process will improve with some attention” –The IT Skeptic<br />
  14. 14. The Warning<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />No matter how good the decision, some one will no be happy.<br />This will be a political processes so check your egos at the door<br />Remember, Vendors need you. It’s a buyers Market; NOW, more than ever.<br />Consider bringing in a specialist to help guide you through the process of selection.<br />
  15. 15. The Warning<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />"I have since come to understand that the answer eluded me because it required a lesser mind, or perhaps a mind less bound by the parameters of perfection“<br />Software will not solve your problems…..Process won’t make your software any better. People are the only thing that will make this happen.<br />
  16. 16. First Things First<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Build your Noah’s Arch (Team / Community)<br />Make Your First Meeting About Communication Channels. USE those channels!<br />SharePoint<br />Twitter<br />Avoid Email if Possible<br />
  17. 17. First Things First<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Define Business Requirements<br />What is the Scope (BEWARE)<br />Budget (No need for the kitchen sink)<br />Timeline (Plan now for at least 24 months out)<br />Project Plan<br />Define Criteria<br />Talk to your Customers<br />Talk to your Level One Techs<br />Create your DREAM LIST<br />
  18. 18. First Things First<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  19. 19. First Things First<br />HDI C. Farver Project Plan<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  20. 20. First Things First - Considerations<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Create Single GATEKEEPER for all external communications.<br />RFP/RFI (check box warning)<br />Keep it under 200 pages!<br />ITIL Kool-Aid<br />Service Catalog<br />Self Service<br />CMDB?<br />Department Creep<br />
  21. 21. First Things First - Considerations<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Clone Wars<br />
  22. 22. Searching<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Analysts<br />Trade Shows<br />Industry / Peer Review <br />Vendor Forums<br />Social Media<br />
  23. 23. Searching - Analysts<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />See Past Uranus<br />
  24. 24. Searching - Analysts<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />See Past Uranus<br />
  25. 25. Searching – Trade Shows<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Stand back and watch<br />Talk to Attendees<br />Booth Size = To the Lack of One on One Attention<br />Don’t use your work email in registration<br />
  26. 26. Searching – Industry Peer<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Attend Local User Groups<br />Subscribe to Newsletters<br />Talk to Attendees<br />Get active in forums and leadership in local groups.<br />
  27. 27. Searching – Vendor Forums <br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />When possible sign up to tech forums on Vendor Sites.<br />http://support.XXXXX.com<br />News Groups (Google search under “Groups”)<br />
  28. 28. Searching – Social Media<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />LinkedIn – Answers<br />Twitter <br />Google Vendor XXXX “problem”, etc.<br />BEWARE OF TROLLS<br />
  29. 29. FUD Shields Activated<br />Hyperbole<br />ROI (return on ignorance)<br />Federated (POC)<br />Configuration – Customization<br />SaaSy (Is your head in the clouds?)<br />Analyst X “Says…..” (the economy is strong)<br />% of FTE (people don’t come in fractions, installation vsmaint.)<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  30. 30. FUD Shields Activated<br />Hyperbole<br />Integration (yea right…see the matrix)<br />Process (only for cheese)<br />TCO (ok for prius)<br />Module (you are kidding me?)<br />Road Maps (your trippin)<br />Remember if You Want a BURGER<br />Bakery<br />Butcher<br />Farmers Market<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  31. 31. FUD Shields Activated<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Remembering biblical verses doesn’t make someone spiritual<br />
  32. 32. Pick of the Litter – The Demo<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Create your own script<br />Script 3-4 average scenarios in your environment.<br />Do NOT go by the standard demo.<br />The Demo Exploration<br />During the scenarios, ask for a change that was not mentioned in the script.<br />Make That Change<br />Everyone can make changes to the systems, ask for that change to be there after a closure of the system.<br />
  33. 33. Pick of the Litter – The Demo<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Record the demo if possible.<br />Give the presenters at least 30 minutes to setup.<br />Look for attention to detail; Your Users, Your Logo, Your Work flow, Your Categories.<br />Make sure the vendor understands your line of business and has studied your organization, ask questions about your organization to the vendor.<br />Core Product Gottcha!<br />Be on the watch for good cop / bad cop.<br />
  34. 34. Pick of the Litter –The Aftermath<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />SPOC<br />Beware of References<br />Remember that BIG NAMES usually have multiple service desks.<br />Ask to Speak to a customer that is in the middle of an implementation.<br />Ask to audit for a day, education (priceless).<br />
  35. 35. Pick of the Litter –The Aftermath – Part 2<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Visit an installation<br />Create a Proof of Concept for Last Two Vendors<br />Do not over buy, the modules will be there later<br />Interview technical consultants<br />TAKE YOUR TIME, DO NOT BE PRESSURED BY END OF MONTH/QUARTER!<br />
  36. 36. Second Guess Yourself<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Licensing<br />Training<br />Knowledge<br />Service Catalog / Self Service<br />Leave your old stuff behind<br />Canned Reports belong THERE<br />Have a back up, that didn’t make the cut (Politics)<br />
  37. 37. I Now Pronounce YouChuck & Larry<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Invest Time in running dual systems<br />Invest Time Marketing The “NEW” Service Desk to the entire organization.<br />News Letter<br />Promotions and Contests<br />Signs and Banners<br />Take Time For You<br />This decision is good for 24 months! (Just Kidding)<br />
  38. 38. Prize Time<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  39. 39. PRIZE TIME!<br />First Person To Email and Correctly Answer:<br />info@servicesphere.com<br />Question: Name Two FUD Terms to Beware Of!<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  40. 40. Coming to a Webinar Near You<br />Support Goes Home: How organizations deal with the number of users accessing technology from home. <br />Details: The 1990 United States census showed over 2 million home based workers.Studies by IDC estimate in 2007 this number increased to over 8 million teleworkers.The facts are in, knowledge workers are staying home.The Service Desk has to rise to these new challenges, and the pain is real. Find out how your service centers can adapt as support goes home!<br />Friday July 24, 2009<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  41. 41. Thank You<br />Thank you!<br />For more information on how ServiceSphere can help with Customer Satisfaction and process improvement strategies, contact :<br />chris.dancy@servicesphere.com<br />http://www.servicesphere.com<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />

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