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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    Selecting ITSM Software Selecting ITSM Software Presentation Transcript

    • Selecting ITSM Software
      Vice President, ServiceSphere
      chris.dancy@servicepshere.com
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
    • 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
    • Agenda
      Welcome – ServiceSphere- Chris Dancy
      Disclaimer
      The Need?
      The Warning!
      First Things First
      Searching
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
    • 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
    • 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
    • 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
    • Welcome - ServiceSphere
      ITSM
      Professional Services
      ITSM
      Integration Tools
      ITSM
      Service Virtualization
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
    • 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
    • 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
    • Give Away & Recommended
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
    • 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
    • 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
    • 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
    • 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.
    • 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.
    • 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
    • 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
    • First Things First
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
    • First Things First
      HDI C. Farver Project Plan
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
    • 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
    • First Things First - Considerations
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
      Clone Wars
    • Searching
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
      Analysts
      Trade Shows
      Industry / Peer Review
      Vendor Forums
      Social Media
    • Searching - Analysts
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
      See Past Uranus
    • Searching - Analysts
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
      See Past Uranus
    • 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
    • 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.
    • 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”)
    • Searching – Social Media
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
      LinkedIn – Answers
      Twitter
      Google Vendor XXXX “problem”, etc.
      BEWARE OF TROLLS
    • 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
    • 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
    • FUD Shields Activated
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
      Remembering biblical verses doesn’t make someone spiritual
    • 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.
    • 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.
    • 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).
    • 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!
    • 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)
    • 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)
    • Prize Time
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
    • 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
    • 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
    • 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