0
Applying ITSM
to Higher Education
Ge#ng	
  Started	
  with	
  ITSM	
  
	
  
August	
  22,	
  2013	
  
Laying the groundwork for ITSM
success
Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
 ...
Today’s	
  Hosts	
  
David	
  Mainville,	
  Co-­‐founder	
  
	
  
Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  ...
Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
   4	
  2013-­‐08-­‐22	
  
Housekeeping	...
2013-­‐07-­‐25	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
   5	
  
Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
   6	
  2013-­‐07-­‐25	
  
100% ITSM foc...
7Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
  
“IT	
  Service	
  Management	
  is	
...
So	
  Why	
  IT	
  Service	
  Management?	
  
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  o...
IT	
  Service	
  Management	
  is	
  not…	
  
•  Service	
  Management	
  is	
  not	
  a	
  ”tool”	
  
•  Service	
  Manag...
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
   10	
  
Service	
  Management	
  Isn’t	
  New!	
  
2013-­‐07-­‐25	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
...
Roots	
  go	
  back	
  to	
  the	
  70’s	
  
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of...
Service	
  Management	
  is	
  Timeless…	
  
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of...
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
   14	
  
Engage	
  Your	
  Stakeholders!	
  
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  Consu...
Copyright	
  2012,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
   16	
  
Develop	
  a	
  Plan!	
  
Curr...
Design	
  to	
  Improve!	
  	
  
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCn...
Find	
  the	
  Balance!	
  
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐P...
Remember	
  to…	
  
•  Engage	
  ALL	
  your	
  stakeholders	
  
•  Keep	
  the	
  process	
  simple,	
  concise	
  
and	
...
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
   20	
  
Achieving	
  ITSM	
  Governance	
  
•  Define	
  your	
  processes	
  
•  IdenCfy	
  the	
  Control	
  ObjecCves	
  	
  
• ...
Remember	
  to	
  Educate	
  
•  Training	
  fosters	
  adopCon	
  	
  
•  Build	
  an	
  educaCon	
  plan	
  that	
  
add...
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
   23	
  
The	
  ITSM	
  Program	
  Office	
  
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  Consul...
Who’s	
  Involved?	
  
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal...
2013-­‐08-­‐22	
   Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
   26	
  
27Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
  
Four simple things to do!
28Copyright	
  2013,	
  Navvia	
  -­‐	
  a	
  division	
  of	
  ConsulCng-­‐Portal	
  
Coming Soon
•  If you need help we are here!
o  ITSM Professional Services
o  ITSM Education
o  The Navvia Process Management tool
Che...
Thank You!!
David	
  Mainville	
  
	
  
dmainville@navvia.com	
  	
  
	
  
Twirer:	
  @mainville	
  
	
  
navvia.com/libra...
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Your First Process and Beyond

104

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For most people, ITSM starts with the Service Desk and incident management. While that’s a great start, the real benefits come when you move beyond your first process and introduce ITSM as the foundation for extraordinary service delivery.

You will learn:

A brief history of Service Management and its underlying benefits
The “down and dirty” of designing a process
The importance on communication and obtaining “buy-in” for ITSM
The concept of the ITSM program office
Building and executing an ITSM roadmap

Published in: Technology, Business, Education
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Transcript of "Your First Process and Beyond"

  1. 1. Applying ITSM to Higher Education Ge#ng  Started  with  ITSM     August  22,  2013  
  2. 2. Laying the groundwork for ITSM success Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   2   Visit  SlideShare.com,  search  for  GoNavvia   2013-­‐08-­‐22  
  3. 3. Today’s  Hosts   David  Mainville,  Co-­‐founder     Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   3  2013-­‐08-­‐22   Cecile  Hurley,  Customer  Success   Manager    
  4. 4. Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   4  2013-­‐08-­‐22   Housekeeping   Q A& Type  Your  QuesCons  Here  
  5. 5. 2013-­‐07-­‐25   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   5  
  6. 6. Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   6  2013-­‐07-­‐25   100% ITSM focused - Over 14 years of ITSM success! Software & Services for your ITSM program
  7. 7. 7Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   “IT  Service  Management  is  a  journey…”  
  8. 8. So  Why  IT  Service  Management?   2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   8   “born  out  of  necessity,   ITSM  brings  order  to   chaos  and  results  in   superior  service  &   improved  business   outcomes”  
  9. 9. IT  Service  Management  is  not…   •  Service  Management  is  not  a  ”tool”   •  Service  Management  isn’t  a  “process”   •  Service  Management  isn’t  a  “department”   •  Service  Management  is  not  the  help  desk,   systems  administrators,  or  an  army  of   technicians       •  Service  Management  is  not  a  “nice  to  have”   2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   9   The  purpose  of  Service  Management  is  make  sure   IT  is  run  correctly  and  serves  the  business  
  10. 10. 2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   10  
  11. 11. Service  Management  Isn’t  New!   2013-­‐07-­‐25   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   11  
  12. 12. Roots  go  back  to  the  70’s   2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   12   1970’s   IBM’s  Integrated  Systems  Management   Architecture   1980’s   IT  Infrastructure  Library  (ITIL),  Enterprise   Systems  Management  (ESM)   1990’s   IBM’s  IT  Process  Model  (ITPM),  Microsob's   MOF,  ISACA’s  COBIT,  eTOM   2000’s   ISO20000,  COBIT  5,  AXELOS  (Capita  /  ITIL  JV)  
  13. 13. Service  Management  is  Timeless…   2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   13   …and  Technology  Independent  
  14. 14. 2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   14  
  15. 15. Engage  Your  Stakeholders!   2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   15  
  16. 16. Copyright  2012,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   16   Develop  a  Plan!   Current   State   Future   State   Quick  Wins   Process   Enhancement   Technology   Deployment   OrganizaConal   Change  
  17. 17. Design  to  Improve!     2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   17  
  18. 18. Find  the  Balance!   2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   18   VS.  
  19. 19. Remember  to…   •  Engage  ALL  your  stakeholders   •  Keep  the  process  simple,  concise   and  clear   •  Don’t  start  from  scratch     •  Capture  automaCon  requirements   •  Validate  frequently   •  Avoid  scope  creep     •  Educate  and  communicate   June  2013   Copyright  2013,  Navvia  -­‐  A  Division  of  ConsulCng-­‐ Portal   19  
  20. 20. 2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   20  
  21. 21. Achieving  ITSM  Governance   •  Define  your  processes   •  IdenCfy  the  Control  ObjecCves     •  Assign  Accountability     •  Require  evidence     •  Measure  and  report   May  2013   Copyright  2013,  Navvia  -­‐  A  Division  of  ConsulCng-­‐ Portal   21      
  22. 22. Remember  to  Educate   •  Training  fosters  adopCon     •  Build  an  educaCon  plan  that   addresses  all  your  stakeholders   •  Consider  various  training  formats   •  Consider  using  your  “go  to”  people   to  do  the  training   May  2013   Copyright  2013,  Navvia  -­‐  A  Division  of  ConsulCng-­‐ Portal   22  
  23. 23. 2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   23  
  24. 24. The  ITSM  Program  Office   2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   24  
  25. 25. Who’s  Involved?   2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   25   Process   Owners   ITSM  SME   ESM  Tools   Architecture   OperaCons  &   Infrastructure   ApplicaCon   Development   Business   Liaisons   ExecuCve   Steering   SMO  
  26. 26. 2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   26  
  27. 27. 27Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   Four simple things to do!
  28. 28. 28Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   Coming Soon
  29. 29. •  If you need help we are here! o  ITSM Professional Services o  ITSM Education o  The Navvia Process Management tool Check us out: https://www.navvia.com/test-drive 29Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal  
  30. 30. Thank You!! David  Mainville     dmainville@navvia.com       Twirer:  @mainville     navvia.com/library       2013-­‐08-­‐22   Copyright  2013,  Navvia  -­‐  a  division  of  ConsulCng-­‐Portal   30  
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