Selecting ITSM Software
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Selecting ITSM Software

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How to select ITSM Software and Not get Burned! ...

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