• Save
Western Region Speaking Tour -- Selecting ITSM Software Vendor
Upcoming SlideShare
Loading in...5
×

Like this? Share it with your network

Share

Western Region Speaking Tour -- Selecting ITSM Software Vendor

  • 936 views
Uploaded on

Purchasing software in 2010 involves new ways of look at licensing, delivery and your customer experience. The ITSM market space has more vendors today than ever before with new organizations......

Purchasing software in 2010 involves new ways of look at licensing, delivery and your customer experience. The ITSM market space has more vendors today than ever before with new organizations coming to market each day. ITIL has commoditized software solutions themselves. When every vendor has an incident module how do you tell the difference anymore? Are 14 certified process levels enough or too much? What does the new OGC certification scheme mean and how does an organization leverage social media to vet their vendor choice. Welcome to 2010, the world is yours, choice wisely.
--------
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.

MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/

Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.

More in: Technology
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
936
On Slideshare
911
From Embeds
25
Number of Embeds
3

Actions

Shares
Downloads
0
Comments
0
Likes
0

Embeds 25

http://www.servicesphere.com 22
http://www.linkedin.com 2
http://translate.googleusercontent.com 1

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. Selecting ITSM Software
    HDI Western Regional Tour
    Dallas - Phoenix – Los Angeles – Orange County – San Diego – San Francisco – Modesto - Sacramento
  • 2. Agenda
    Welcome – ServiceSphere- Chris Dancy
    Disclaimer
    The Need?
    The Warning!
    First Things First
    Searching
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
  • 3. 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
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
  • 4. Who Do You Think You Are?
    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
  • 5. ServiceSphere
    Invoke the IT support customer experience to embrace the social support journey.
  • 6. Zendesk
    Founded 1997
    Help Desk Software doesn’t have to be costly and complicated and should be focused on the customer experience.
    SaaS, Customization, and Quick To Start Using
    “Our life is frittered away by detail. Simplify, simplify!”– Henry David Thoreau
    Not Your Traditional Vendor, but a Community!
    One More Thing….
  • 7. HootSuite
    Founded 2008
    Social Dashboard
    Scheduling, Team and Stats!
    Integration into zendesk!!!!
    One window to your support discussion.
    One More Thing
  • 8. 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
  • 9. 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.
  • 10. 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.
  • 11. 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
  • 12. First Things First
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
    Define Business Requirements
    What is the Scope (BEWARE) (Kill the zombie w/ targets)
    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
  • 13. First Things First
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
  • 14. First Things First
    HDI C. Farver Project Plan
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
  • 15. 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
  • 16. First Things First - Considerations
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
    Clone Wars
  • 17. Searching
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
    Analysts
    Trade Shows
    Industry / Peer Review
    Vendor Forums
    Social Media
  • 18. Searching - Analysts
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
    See Past Uranus
  • 19. Searching - Analysts
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
    See Past Uranus
  • 20. 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
  • 21. 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.
  • 22. 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”)
  • 23. Searching – Social Media
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
    LinkedIn – Answers
    Twitter
    Google Vendor XXXX “problem”, etc.
    BEWARE OF TROLLS
  • 24. 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
  • 25. 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
  • 26. FUD Shields Activated
    Confidential, All Rights Reserved, ServiceSphere™ 2008
    http://www.servicesphere.com
    Remembering biblical verses doesn’t make someone spiritual
  • 27. 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.
  • 28. 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.
  • 29. 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).
  • 30. 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!
  • 31. 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)
  • 32. 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)
  • 33. Thank You!
    info@servicesphere.com
    @servicesphere
    http://www.facebook.com/servicesphere