Kevin parker defence it 2011

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Presentation to Defence IT Tuesday April 13th 2011

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  • The conversation is remarkably similar with customers when it comes to issues with their current ITSM system. Poor reporting is almost universally an issue for all customers. The words they use to describe their problems include that they are “flying blind” and that the ITSM system is a “black box”. This is typically the result of not being process based. Without a process model to describe the process, it’s hard to generate reporting that matches the actual process that’s being used. With some customers they have to rebuild the reports every time they make a modification to the system.Audit trail is cited as another issue. Many customers have operational risk regulations that require them to prove they have effective processes in place for change management, among other things. Without an explicit audit trail that mirrors the process, preparing and supporting audits can be an extremely time consuming endeavor.Although vague in it’s description, there is almost always an undercurrent of dissatisfaction with existing help desk systems from an ease of use perspective. They were not designed with modern user experience principles in mind.Another big complaint is inflexibility. Traditional systems are hard to modify and / or hard to maintain once modified. Worse, organizations are typically then beholden to specialized, expensive resources to perform further modifications. Large backlogs of requests hamper the organization’s drive toward continuous improvement. Customers typically do not have a single unified platform for managing incidents, problems and changes end to end. This leads to end user confusion about which system to use and also greatly contributes to the reporting and audit trail issues described earlier.
  • Kevin parker defence it 2011

    1. 1. Opinion isn’t statusThe myth of a meetingKevin ParkerChief Evangelist<br />SERENA SOFTWARE INC.<br />13<br />Apr 2011<br />
    2. 2. SERENA SOFTWARE INC.<br />2<br />I want to talk to you about …<br />
    3. 3. Managers and meetings<br />There will be 11 million meetings in the USA today – MCI <br />Most people attend 62 meetings per month – MCI <br />50% of the time in meetings is wasted – Better business meetings<br />SERENA SOFTWARE INC.<br />3<br />MCI<br />
    4. 4. For each one of us will waste …<br />SERENA SOFTWARE INC.<br />4<br />62 Meetings per month<br />12 Months<br />1 hour each<br />4 people (average) per meeting<br />£50 per hour per person<br />50% wasted<br />£75,000 per year<br />
    5. 5. And what about the information …<br />SERENA SOFTWARE INC.<br />5<br />Opinion for status<br />Reports that are old<br />Manual spreadsheets<br />No access to systems<br />
    6. 6. Rolled up opinion is still opinion<br />SERENA SOFTWARE INC.<br />6<br />
    7. 7. Automate<br />What can you do?<br />SERENA SOFTWARE INC.<br />7<br />
    8. 8. SERENA SOFTWARE INC.<br />8<br />MeetingsDone Right: IT’s All About Process<br />The best meetings are the ones you don’t have<br />Fit-to-Purpose – Process enables rapid customization and extensibility; simple upgrade model <br /><br />Persona-Based – Process enables flexible, role-based web-tops and dashboards <br /><br />Built-in Compliance – Process enables real-time monitoring, and flexible audit trail and compliance support<br /><br />Fully Integrated – Process enables high-level integration with third-party applications and systems<br /><br />Complete Visibility – Process enables flexible reporting & KPIs for all users<br /><br />
    9. 9. Serena SoftwareLeader in IT Process Solutions<br />SERENA SOFTWARE INC.<br />9<br />ITSM Experience<br />Global Scale<br />ITSM Solution<br />Process Leader<br />15,000 customers<br />ALM market leader<br />IT process expert<br />Leading process platform<br />2,000 SBM customers<br />10,000 process apps<br />Process-based ITSM<br />Request-to-fulfillment<br />ITIL V3 compliant<br />SBM for ITSM<br />300+ ITSM customers<br />ITSM process content<br />

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