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

Western Region Speaking Tour -- Selecting ITSM Software Vendor

on

  • 850 views

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 ...

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.

Statistics

Views

Total Views
850
Slideshare-icon Views on SlideShare
825
Embed Views
25

Actions

Likes
0
Downloads
0
Comments
0

3 Embeds 25

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

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Western Region Speaking Tour -- Selecting ITSM Software Vendor Western Region Speaking Tour -- Selecting ITSM Software Vendor Presentation Transcript

    • Selecting ITSM Software
      HDI Western Regional Tour
      Dallas - Phoenix – Los Angeles – Orange County – San Diego – San Francisco – Modesto - Sacramento
    • 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
      Confidential, All Rights Reserved, ServiceSphere™ 2008
      http://www.servicesphere.com
    • 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
    • ServiceSphere
      Invoke the IT support customer experience to embrace the social support journey.
    • 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….
    • HootSuite
      Founded 2008
      Social Dashboard
      Scheduling, Team and Stats!
      Integration into zendesk!!!!
      One window to your support discussion.
      One More Thing
    • 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) (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
    • 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)
    • Thank You!
      info@servicesphere.com
      @servicesphere
      http://www.facebook.com/servicesphere