Selecting ITSM Software<br />HDI Western Regional Tour<br />Dallas - Phoenix – Los Angeles – Orange County – San Diego – S...
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...
Who Do You Think You Are?<br />Started as a Help Desk Tier One 1990<br />Moved to Help Desk Manager<br />FrontRange HEAT &...
ServiceSphere<br />Invoke the IT support customer experience to embrace the social support journey.<br />
Zendesk<br />Founded 1997<br />Help Desk Software doesn’t have to be costly and complicated and should be focused on the c...
HootSuite<br />Founded 2008<br />Social Dashboard<br />Scheduling, Team and Stats!<br />Integration into zendesk!!!!<br />...
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...
Thank You!	<br />info@servicesphere.com<br />@servicesphere<br />http://www.facebook.com/servicesphere<br />
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Western Region Speaking Tour -- Selecting ITSM Software Vendor

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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.
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Transcript of "Western Region Speaking Tour -- Selecting ITSM Software Vendor"

  1. 1. Selecting ITSM Software<br />HDI Western Regional Tour<br />Dallas - Phoenix – Los Angeles – Orange County – San Diego – San Francisco – Modesto - Sacramento<br />
  2. 2. 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 />
  3. 3. 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 />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  4. 4. Who Do You Think You Are?<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 />
  5. 5. ServiceSphere<br />Invoke the IT support customer experience to embrace the social support journey.<br />
  6. 6. Zendesk<br />Founded 1997<br />Help Desk Software doesn’t have to be costly and complicated and should be focused on the customer experience.<br />SaaS, Customization, and Quick To Start Using<br />“Our life is frittered away by detail. Simplify, simplify!”– Henry David Thoreau<br />Not Your Traditional Vendor, but a Community!<br />One More Thing….<br />
  7. 7. HootSuite<br />Founded 2008<br />Social Dashboard<br />Scheduling, Team and Stats!<br />Integration into zendesk!!!!<br />One window to your support discussion.<br />One More Thing<br />
  8. 8. 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 />
  9. 9. 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 />
  10. 10. 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 />
  11. 11. 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 />
  12. 12. 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) (Kill the zombie w/ targets)<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 />
  13. 13. First Things First<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  14. 14. First Things First<br />HDI C. Farver Project Plan<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />
  15. 15. 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 />
  16. 16. First Things First - Considerations<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />Clone Wars<br />
  17. 17. 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 />
  18. 18. Searching - Analysts<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />See Past Uranus<br />
  19. 19. Searching - Analysts<br />Confidential, All Rights Reserved, ServiceSphere™ 2008<br />http://www.servicesphere.com<br />See Past Uranus<br />
  20. 20. 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 />
  21. 21. 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 />
  22. 22. 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 />
  23. 23. 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 />
  24. 24. 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 />
  25. 25. 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 />
  26. 26. 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 />
  27. 27. 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 />
  28. 28. 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 />
  29. 29. 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 />
  30. 30. 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 />
  31. 31. 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 />
  32. 32. 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 />
  33. 33. Thank You! <br />info@servicesphere.com<br />@servicesphere<br />http://www.facebook.com/servicesphere<br />

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