Lessons from the ITSM Trenches


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Lessons from the ITSM Trenches

  1. 1. Welcome! Lessons from the ITSM Trenches Donna Knapp Curriculum Development Manager p g ITSM Academy© ITSM Academy
  2. 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  Change/Support/SLM  ITIL Capability (OSA|PPO|RCV|SOA)  Public Classes throughout U.S.  ITIL Lifec cle (SS|SD|ST|SO|CSI) Lifecycle  Corporate On-Site Classes  ITIL Managing Across the Lifecycle (MALC)  Virtual Classes  ITIL Service Manager Bridge  Courseware Licensing  ISO/IEC 20000 Foundation /  Corporate & Partner (GEM)  MOF Foundation  Alumni Program  Practical, Value-Add Workshops p  PMI Global Education Provider  ITSM Leadership  Federal Government (GSA)  ITIL, MOF, ISO 20K Overviews Contractor  Apollo 13, Visible Ops: The Class 13  Certified Woman-Owned Woman Owned  And more!ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries© ITSM Academy 2 Welcome!
  3. 3. Agenda A d How would you like a job where, every time y make a y you mistake, a big red light goes on and 18,000 people boo? Jacques PlanteThanks for joining us today.Please use the chat feature to send in your questions.© ITSM Academy
  4. 4. Lessons Do… from the Trenches Make your program y p g 10 about service management and d continual improvement, improvement not ITIL®© ITSM Academy 4
  5. 5. Lessons Do… from the Trenches Nail down executive 9 sponsorship and establish process bl h governance© ITSM Academy 5
  6. 6. Lessons Do… from the Trenches Ensure there is a clear service management 8 strategy; establish a steering group to execute that strategy© ITSM Academy 6
  7. 7. Lessons Do… from the Trenches Focus on process first; p 7 ensure all stakeholders are engagedd© ITSM Academy 7
  8. 8. Lessons Do… from the Trenches Manage organizational g g 6 change© ITSM Academy 8
  9. 9. Lessons Do… from the Trenches Make heroes of  Early adopters 5  People who work to p change policies and processes  Admit to mistakes© ITSM Academy 9
  10. 10. Lessons Do… from the Trenches Baseline and continually y 4 assess process capability and bl d performance© ITSM Academy 10
  11. 11. Lessons Do… from the Trenches Tie end-to-end services 3 to business processes© ITSM Academy 11
  12. 12. Lessons Do… from the Trenches Start where you’re at y 2 and don’t stop© ITSM Academy 12
  13. 13. Lessons Do… from the Trenches Get to the behaviors 1 behind the metrics Tie measurement systems and metrics to employee performance plans, performance appraisal systems and compensation plans plans.© ITSM Academy 13
  14. 14. Lessons Do not… from the Trenches Label metrics and 10 reports “TBD”; measure things you can’t explain h ’ l© ITSM Academy 14
  15. 15. Lessons Do not… from the Trenches Lead with a tool and 9 hope it will fit; heavily customize your tools l© ITSM Academy 15
  16. 16. Lessons Do not… from the Trenches Place blame 8© ITSM Academy 16
  17. 17. Lessons Do not… from the Trenches Go too long without g 7 reminding people that service management is important© ITSM Academy 17
  18. 18. Lessons Do not… from the Trenches Confuse roles with 6 job titles© ITSM Academy 18
  19. 19. Lessons Do not… from the Trenches Go it alone 5© ITSM Academy 19
  20. 20. Lessons Do not… from the Trenches Try to go faster than y g 4 you are capable© ITSM Academy 20
  21. 21. Lessons Do not… from the Trenches Overlook the 3 importance of ongoing education and training d d© ITSM Academy 21
  22. 22. Lessons Do not… from the Trenches Expect p p perfection day y 2 one© ITSM Academy 22
  23. 23. Lessons Do not… from the Trenches Miss an opportunity to pp y 1 celebrate successes and communicate wins© ITSM Academy 23
  24. 24. Visible OPS Certified Process From Help Desk to Design Engineer (CPDE) ITIL SOA Service Desk ITIL PPO Defining Your Service Catalog ITIL RCV ITIL Service Strategy ITIL Managing Across ITIL OSA the Lifecycle (MALC) ITIL Service Design Service Transition ITIL Service Transition Overview ITIL Service Operation Service Operation ITIL Continual Overview Service Improvement Assigning Dynamic Roles ITIL and Responsibilities Foundation ISO/IEC 20000 Apollo 13 Simulation Foundation MOF Foundation ITIL Executive Overview Customer Service ITSM Excellence ITIL O Overview i Leadership Skills Building Blocks of Process Design ISO/IEC 20000 OverviewSolid colored boxes represent accredited certification courses.Grey boxes represent non-certification courses including workshops and simulations.
  25. 25. Questions?© ITSM Academy 25
  26. 26. ITSM Academy Affiliates© ITSM Academy 26
  27. 27. IT Service Management Professional (ITSMP) Diplomas ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education, offering occupational ITSMP® Diplomas. On our website, this symbol indicates courses which accrue clock hours toward a Diploma as:  Change Manager   Support Manager   Service Level Manager © ITSM Academy 27
  28. 28. Want to Learn More? Master ISO/IEC 20000 ITIL Certified Process Foundation Expert Design Engineer (CPDE) Complementary Course 5 credits Complementary Course 1 credit 1.5 credits Managing A M i Across th Lif the Lifecycle l 3 credits each 4 credits each CSI Service Offerings and Agreement (SOA) SO ST SD Release, Control and Validation (RCV) SS Planning, Protection and Optimization (PPO) Operational Support and Analysis (OSA) Lifecycle Stream Capability Stream © ITSM Academy 2008 2 credits V3 Foundation© ITSM Academy 28