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ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
ITSM for Business.Next - Acorio - Matt Hooper
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ITSM for Business.Next - Acorio - Matt Hooper

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Organizations stil struggling with ticket management are slowly separating themselves from the needs of the modern business. IT Transformation is required to bring agility into the organization and …

Organizations stil struggling with ticket management are slowly separating themselves from the needs of the modern business. IT Transformation is required to bring agility into the organization and drive innovation. In this presentation Matt Hooper will walk through the key elements of IT maturation from queue management to business agility and identify the key process and technologies required to improve.

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  • It is becoming ever more clear that IT is not a department but a competency that exists across all business departments.We’ve hear the expression that everyone is in sales… Now everyone is in IT.To raise the level of competency across the organization requires IT professionals to be forward thinking.Today I’m going to share with you the trend of IT competency, where we have been and where we are going.
  • IT has developed mature processes that are enabling them to create and sustain greater value in businesses.By walking through where we have been, and identifying the gaps at each level of maturity we will be able to identify the opportunities we have ahead of us.
  • Transcript

    • 1. Business.Next   Presented  by  Ma3  Hooper   VP  of  Strategy   @VigilantGuy   Proprietary  and  Confiden@al   1  
    • 2. Background   Proprietary  and  Confiden@al   Ma3hew  Hooper   VP  of  Strategy  and  Client  Solu@ons   @VigliantGuy   Mhooper@acorio.com     For  over  20  years  Ma3  has  ins@tuted  methodologies  for   business  intelligence  and  op@miza@on.    Leveraging  technology   to  drive  business  outcomes,  he  has  built  an  industry  reputa@on   for  his  highly  effec@ve  approach  to  performance  engineering   and  process  integra@on.    An  industry  advocate  for  Service   Management  strategies  and  best  prac@ces  around  ITIL,  CObIT,   Ma3  serves  on  the  board  of  SIM  (Society  of  Informa@on   Management)  and  SHIFT,  the  community  of  IT  Transforma@on   experts  (ITshiU.org).    Ma3  is  a  frequent  industry  speaker  at  local   and  na@onal  conferences,  and  former  co-­‐founder/host  of  ITSM   Weekly  the  Podcast.   2   www.acorio.com  
    • 3. App Support Team assembly and review of issue, collection of evidence Ops Rollout Fix Ops Collection of evidence, diagnosis, reassignment Admins Collection of evidence, diagnosis, escalation Development Diagnosis and review, final assessment Service Desk Verifies application issue, notifies Ops End User End User calls Help Desk “HELP!” Problem Solved ? ? ? ? ? ? ? ? ? Customer Impact The affect on business ? Business.So/Yesterday   Proprietary  and  Confiden@al   3  
    • 4. Business.Next   IT  is  no  longer  a  department.       IT  is  the  core  competency  of   all  business  func/ons.       The  greater  the  ability  to  leverage   informa@on,  the  stronger  and  more   sustainable  a  business  will  become.   Proprietary  and  Confiden@al   4  
    • 5. MIND            GAP   Queue   Management   Service   Management   Business   Management   Business   Agility   Proprietary  and  Confiden@al   5  
    • 6. Queue  Management   • Objec@ve:  Fulfill  or  resolve  incoming  requests   • Goal:  Facilitate  requests   • Ac@vi@es:   – Log  Calls,  Emails,  Drive-­‐bye’s,  Etc…   – Label  cases  with  a  unique  @cket  #   – Assign  @ckets  to  appropriate  personnel   – Monitor  volume  and  load  of  requests  (Queue  depth)   • Strategic  benefits:   – Reduce  call  @me,  wait  @me  and  open  @me   – Improve  customer  interac@on   • Limita@ons:   – Reac@ve  in  nature;  waits  for  needs,  issues,  or  request  before  engaged   – Focuses  on  resources  and  volume     Proprietary  and  Confiden@al   6  
    • 7. App Support Works for them.. Or does it. Ops Nothing’s changed here. Admins Looks at logs for errors. Checks systems are on-line Help Desk Logs request. Provides ticket number. Assigns to support staff based on best guess. End User End User calls, emails, walks up to Help Desk “HELP!” ? Ticket Closed Closed state No knowledge captured Queue  Management  Flow   ? Oh $%!^ Ticket   ? Proprietary  and  Confiden@al   7  
    • 8. Assets   Queue  Management   Proprietary  and  Confiden@al   Queue  Manager   Metrics:   Average  Time  to  Answer   Average  Open  Time  for  Tickets   #  of  Incidents  per  Day   #  of  Requests  per  Day   #  of  Asset  requests  per  Day   8   Incidents   Requests  
    • 9. Service  Management   Proprietary  and  Confiden@al   • Objec@ve:  Deliver  improved  levels  of  service   • Goal:  Leverage  processes  to  improve  service  delivery   • Ac@vi@es:   – Align  resources  &  capabili@es  to  services   – Control  changes  to  assets  suppor@ng  services   – Create  agreements  for  services  across  organiza@on   – Monitor  processes  for  quality  and  @meliness   • Strategic  benefits:   – Increase  visibility  of  systems  rela@onship  to  business  outcomes   – Iden@fy  inefficiencies  in  standards,  process  &  controls   • Limita@ons:   – S@ll  reac@ve  in  nature   – Focuses  on  processes  and  controls     9  
    • 10. Service  Management  Flow   Proprietary  and  Confiden@al   10   App Support Uninterrupted! Ops Uninterrupted! Admins Event Management detects Load Balancer to Blame. Service Desk Logs request. Searches Knowledgebase. Resolves if possible End User End User calls, emails, walks up to Service Desk “HELP!” Ticket Closed Closed state Knowledge captured Ticket   Knowledge  
    • 11. Assets   Incidents   Requests   Service  Management   Proprietary  and  Confiden@al   Service  Manager   Self-­‐Service   Portal   Knowledge   Metrics:   First  Tier  Call  Resolu@on   On-­‐Target  SLA’s   Assets  under  Management   #  of  Changes  Managed   11   Changes   KB   Problem   Config  
    • 12. Business  Management   Proprietary  and  Confiden@al   • Objec@ve:  Increase  stakeholder  value   • Goal:  Leverage  IT  to  create  business  opportuni@es   • Ac@vi@es:   – Use  IT  as  a  compe@@ve  advantage  to  drive  business  results   – Establish  brand  around  IT  capabili@es   – Leverage  commodity  resources  for  cost  efficiency  (Cloud/Outsource)   – Implement  changes  based  on  ROI  instead  of  resource  load   • Strategic  benefits:   – Increase  profitability  of  business  func@ons   – Reduce  risks  and  technical  debt   • Limita@ons:   – Reacts  to  market  condi@ons  and  business  demand   – Business  intelligence  sits  in  silos     12  
    • 13. Self-­‐Service   Request   Support Center Escalation point for unresolved issues or requests. Helps navigate to appropriate support staff. End User End User is Self-Reliant. Uses Self-Service request system if unable to resolve. “HELP!” Ticket Closed Closed state Knowledge captured Business  Management  Flow   Knowledge   Provisioning   Proprietary  and  Confiden@al   13  
    • 14. Support Center Escalation point for unresolved issues or requests. Helps navigate to appropriate support staff. End User End User is Self-Reliant. Uses Self-Service request system if unable to resolve. “HELP!” Ticket Closed Closed state Knowledge captured Business  Management  Flow   Incident   Knowledge   Self-­‐Service   Proprietary  and  Confiden@al   14  
    • 15. App Support Outsourced! Ops Outsourced! Admins Event Management detects Load Balancer to Blame. Support Center Uninterrupted!End User End User is successfully working Ticket Closed Closed state Knowledge captured Business  Management  Flow   Incident   Knowledge   Self-­‐Service   Event   Outage   No@ce   Proprietary  and  Confiden@al   15  
    • 16. Business  Service  Management   Proprietary  and  Confiden@al   Self-­‐Service   Portal   Knowledge   Event   Provisioning   Key  Metrics:   Component  failure  vs.  Incidents  Reported   Releases  vs.  Incidents  Reported   Cost  of  down@me   16   Auto   Assets   Incidents   Requests   Service  Manager   Changes   KB   Problem   Config  
    • 17. Business  Agility   Proprietary  and  Confiden@al   • Objec@ve:  Increase  ability  to  deliver  new  offerings   • Goal:  Become  or  maintain  market  leadership   • Ac@vi@es:   – U@lize  business  intelligence  to  accelerate  business  decisions   – Increase  departmental  technology  independence   – Accelerate  adop@on  and  frequency  of  changes   – Correlate  customer  demands  to  technology  capabili@es   • Strategic  benefits:   – Creates  real-­‐@me  feedback  loops  to  technology  drivers   – Enables  faster  adop@on  of  change   • Limita@ons:   – Data  cap@vity  and  access     – Governance,  compliance  and  regula@on  constraints     17  
    • 18. Business Relations Managers Facilitates Agile based project delivery. Support Center Monitors SLA’s! End User End User is successfully working “I need” “I want” “I have” App Support Outsourced! Ops Outsourced! Request Fulfilled Automated provisioning. Business  Agility  Flow   Incident  Knowledge   Self-­‐Service   Event   App Support SaaS Provisioning   Porqolio   Change   CMDB   Proprietary  and  Confiden@al   18   Cost  
    • 19. Business  Agility  Management   Proprietary  and  Confiden@al   Key  Metrics:   Self-­‐reliant  requests   Availability  of  new  features   Increase  in  Service  Value   19   Self-­‐Service   Portal   Knowledge   Event   Provisioning   Auto   Assets   Incidents   Requests   Service  Manager   Changes   KB   Problem   Config   Porqolio   Supplier  
    • 20. Business  Enlightenment   Proprietary  and  Confiden@al   • Objec@ve:  Drive  forward  thinking  innova@on   • Goal:  Create  new  markets   • Ac@vi@es:   – Build  core  abili@es  to  opera@onal  excellence   – Rapid  valida@on  of  market  spaces.   – Accelerate  adop@on  and  frequency  of  changes   – Correlate  customer  demands  to  technology  capabili@es   • Strategic  benefits:   – Enables  proac@ve  measures  through  data  insights   – Increases  business  value  through  compe@@ve  advantage     • Limita@ons:   – Data  volume,  aggrega@on  and  processing   – Governance,  compliance  and  regula@on  constraints            (no  gerng  away  from  this)     20  
    • 21. Re-­‐Cap   Proprietary  and  Confiden@al   21   Queue   Management   Service   Management   Business   Management   Business   Agility  
    • 22. Ques@ons   THANK  YOU!   Ma3hew  Hooper   VP  Of  Strategy     @VigilantGuy   mhooper@acorio.com   (617)  412-­‐4388   Proprietary  and  Confiden@al   ? 22  

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