How to select an ITSM Tool from the ITIL® Chief Architect


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Sharon Taylor, Chief Architect of ITIL® V3, explains how to choose the right ITSM tool for your organization. In this video she explains the decisions you will have to make and the factors that will influence those decisions. Most importantly she explains when the right time is, what the right reasons are for choosing an ITSM tool and how to make the right choice.

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  • What can we learn from others? What are common symptoms of regret? Remember this is not about re-engineering the processes. Use what is working well and build on it. Don’t throw out the baby with the bath water. We gravitate to our comfort zone and can become short-sighted blinded by it We pour money into stitching together solutions that we will outgrow before we pay for the alterations
  • So many options to choose from Difficulties agreeing requirements – lack of common service quality vision and how to get there Newest and latest toys are tempting Managed services, SaaS, modules, all in,
  • Avoid the temptation to over engineer automation – you need some flexibility but don’t lose sight of the human factor and its importance in service quality Create outcome statements: “ we need to trend our incident patterns by a common classification system” “ We need to identify problems faster by matching recurring incidents” “ We need to automate process X and avoid risk and capital costs” Always look at tools for what they can contribute on all 3 levels of ITSM Review IT plans such as Strategic, capacity, availability, continuity to uncover tools requirements to support these things Review business plans for opportunities to leverage ITSM tools – customer self-help, or product catalogues can use ITSM technology to become a service to the business by using them for non-IT uses. This can create a stronger business case and ROI
  • Business and IT innovation, customer contact through proactive reporting, knowledge base building and sharing with the business Portfolio management for proactive decision capability can positively affect the business bottom line Incentive based contracts with vendors
  • Don’t automatically assume that Mandatory is just basic bare-bones essential functionality Think of Mandatory requirements in degrees: Process execution IT or business benefits Cost savings Proactive innovation Even if you are only looking to automate one or a few processes, assess and map future requirement now. They may change but what you plan for later may affect your choices today.
  • Establish test case scenarios that you want vendors to demonstrate and remember to include both function and performance
  • Don’t buy an airplane if you need a boat, but plan to need an airplane later!
  • Typical costs One time – project, consultation, migration, tuning, initial training, infrastructure Ongoing – staff, licences, upgrades, training, maintenance,
  • How to select an ITSM Tool from the ITIL® Chief Architect

    1. 1. ITSM Tools – Making the right choice the first time Sharon Taylor – President Aspect Group Inc Chief Architect - ITIL
    2. 2. Your Speaker Today . . . <ul><li>Sharon Taylor </li></ul><ul><li>President, Aspect Group, Inc. since 1999 </li></ul><ul><li>CIO for 14 years </li></ul><ul><li>CEO for 10 years </li></ul><ul><li>Author, thought leader </li></ul><ul><li>Dedicated to the ITSM industry </li></ul><ul><li>Chief Architect ITIL V3 </li></ul><ul><li>Chief Examiner ITIL V3 </li></ul><ul><li>Chair, itSMF International </li></ul><ul><li>ISM, Fellow </li></ul><ul><li>Strategic Advisor, ICSM </li></ul>
    3. 3. Agenda <ul><ul><li>Common aches and pains </li></ul></ul><ul><ul><li>Filtering out the noise </li></ul></ul><ul><ul><li>Assessing requirements </li></ul></ul><ul><ul><li>Tools as your strategic partner </li></ul></ul><ul><ul><li>Decision factors </li></ul></ul><ul><ul><li>Advice </li></ul></ul>
    4. 4. Common aches and pains
    5. 5. Aches and pains <ul><ul><li>Too late to say goodbye? </li></ul></ul><ul><ul><ul><li>Reluctance to write off old investment </li></ul></ul></ul><ul><ul><ul><li>Failure to realize that this can cost more in the long run </li></ul></ul></ul><ul><ul><ul><li>Heavy customization and configuration </li></ul></ul></ul><ul><ul><ul><li>Innovation past its time </li></ul></ul></ul><ul><ul><li>Grandma’s quilt </li></ul></ul><ul><ul><ul><li>Comforting but full of holes </li></ul></ul></ul><ul><ul><ul><li>Patchwork of solutions stitched together </li></ul></ul></ul><ul><ul><ul><li>Array of tools that don’t work together as needs mature </li></ul></ul></ul>
    6. 6. Aches and pains <ul><ul><li>Analysis paralysis </li></ul></ul><ul><ul><ul><li>Too much to choose from </li></ul></ul></ul><ul><ul><ul><li>Unclear on how to filter the noise </li></ul></ul></ul><ul><ul><ul><li>from the music </li></ul></ul></ul><ul><ul><ul><li>Stalled requirements building </li></ul></ul></ul><ul><ul><ul><li>Keeping up with the Jones’ </li></ul></ul></ul>Spark Chamber Detector Detail Ionization Detector Geiger Counter Cloud Chamber Tools: Detectors Reveal Invisible Particles and Forces
    7. 7. Before the tools...
    8. 8. Place the horse before the cart <ul><li>Get processes, adoption, workflow in place first, THEN think about tool requirements… </li></ul><ul><ul><ul><li>Define outcomes that you need from tools that relate to these </li></ul></ul></ul><ul><ul><ul><li>Talk to the business and listen to their view of what QoS means </li></ul></ul></ul><ul><ul><ul><li>Be realistic about what you can automate with tools </li></ul></ul></ul><ul><ul><ul><li>Plan beyond the horizon </li></ul></ul></ul><ul><ul><ul><li>Think of what is possible from 3 perspectives </li></ul></ul></ul><ul><ul><ul><ul><li>Strategic </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Tactical </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Operational </li></ul></ul></ul></ul><ul><ul><ul><li>Use your maturity path as a guide </li></ul></ul></ul><ul><ul><ul><ul><li>Incident, Change, Config, etc. </li></ul></ul></ul></ul><ul><ul><ul><li>Go back to the service lifecycle </li></ul></ul></ul>
    9. 9. Innovative thinking first <ul><li>Look beyond the obvious things to push your </li></ul><ul><li>idea of need to the next level </li></ul><ul><ul><ul><li>Tools as strategic partners </li></ul></ul></ul><ul><ul><ul><ul><li>Analytical, trending, patterns of service use, capacity and demand intelligence </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Portfolio management, portfolio and investment management </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Self help for customers and IT staff </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Cost and risk avoidance </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Return on investment </li></ul></ul></ul></ul><ul><ul><ul><li>Risk and reward </li></ul></ul></ul><ul><ul><ul><ul><li>Vendor relationships </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Tool delivery models: SaaS, provider-hosted, trial subscription, procurement partnering </li></ul></ul></ul></ul><ul><ul><ul><li>Post-sales needs for implementation, training, support </li></ul></ul></ul><ul><ul><ul><li>Rate of organizational change </li></ul></ul></ul><ul><ul><ul><li>Migration and integration needs </li></ul></ul></ul><ul><ul><ul><li>Architectural constraints or opportunities </li></ul></ul></ul>
    10. 10. Defining needs
    11. 11. Establishing Requirements <ul><ul><ul><li>Defining Mandatory and Desirable functionality </li></ul></ul></ul><ul><ul><ul><ul><li>A Mandatory requirement should be a tool function or capability that a process activity cannot be executed efficiently without OR which provides a significant benefit or cost saving </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Example: automatic population of customer data in a record </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><li>A Desirable requirement should be a tool function or capability that provides an automation benefit but would not exclude a tool from consideration if absent </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Example: a graphical representation vs. a sorted data view </li></ul></ul></ul></ul></ul><ul><ul><ul><li>Mapping process use to tool requirements </li></ul></ul></ul><ul><ul><ul><ul><li>Walk through the way each process works and document the flow, listing tool functions that can automate or support it (building a workflow map will help) </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Determine which are Mandatory and which are Desirable </li></ul></ul></ul></ul><ul><ul><ul><ul><li>List the points of integration to other processes, hand-offs and triggers that require additional functions </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Check that each service lifecycle stage is covered </li></ul></ul></ul></ul><ul><ul><ul><ul><li>and linked </li></ul></ul></ul></ul>
    12. 12. Establishing Requirements <ul><ul><ul><li>Building the requirements list </li></ul></ul></ul><ul><ul><ul><ul><li>Classify requirements by priority of need weighting them accordingly during an evaluation </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Organize by process area and lifecycle to check that you cover all areas </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Categorize requirements to organize your needs intuitively </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Consider both Performance (easy? Fast?) and Functionality (How?) requirements </li></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Accessibility </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Security & audit trail </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>User defined or system generated </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Execution flow eg.; Detecting, logging, filtering, transferring, escalating, tracking, monitoring, closing, etc. </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Reporting </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Archiving </li></ul></ul></ul></ul></ul>
    13. 13. Common pitfalls
    14. 14. Avoid the tricks and traps <ul><ul><ul><li>✗  Complex and comprehensive are synonymous </li></ul></ul></ul><ul><ul><ul><li>an educated balance between best-fit or overkill </li></ul></ul></ul><ul><ul><ul><li>✗ You have unique requirements </li></ul></ul></ul><ul><ul><ul><li>core requirements are all similar </li></ul></ul></ul><ul><ul><ul><li>✗  Ram and refine for quick wins </li></ul></ul></ul><ul><ul><ul><li>Never try to correct a non-technical problem with a tool </li></ul></ul></ul><ul><ul><ul><li>✗  Upgrading is cheaper than replacing </li></ul></ul></ul><ul><ul><ul><li>Hidden upgrade costs will surprise you </li></ul></ul></ul>✓ ✓ ✓ ✓
    15. 15. Dollars and sense
    16. 16. Determining ROI Number of users Number of PCs Number of IT Staff Number of s/w licenses Cost per Incident IT Budget First-time fix rate Cost per incident Cost per change Cost per problem Service Downtime User TCO Service Desk cost Request Fulfillment times Request Fulfillment costs Cost savings reductions in operational costs through improved automation Future state operational costs Project costs Current Operational costs
    17. 17. Tips <ul><li>Don’t rush in no matter how pressured </li></ul><ul><li>Make the vendor choice as critical for best-fit as the tool is </li></ul><ul><li>Avoid short-sighted vision about needs </li></ul><ul><li>Talk to experts, customers, vendors </li></ul><ul><li>Choose technology that fits you – not solutions that you have to fit into </li></ul><ul><li>Question the obvious and look for the not-so-obvious automation opportunities </li></ul>
    18. 18. Additional Resources <ul><li>Axios Systems Details: </li></ul><ul><li> </li></ul><ul><li>[email_address] </li></ul><ul><li>http:// </li></ul><ul><li>ITSM Tooling Resources: </li></ul><ul><li>Sharon Taylor Webcast Recording: http:// =44 </li></ul><ul><li>Sharon Taylor White Paper: </li></ul><ul><li>Coming Soon! </li></ul><ul><li>Axios ITSM ROI calculator: </li></ul><ul><li>Submit your request for the ITSM ROI calculator here: http:// </li></ul><ul><li>Alternatively, you can email [email_address] with your request. </li></ul><ul><li>Axios Systems provides numerous other ITSM-related resources on our website, including: </li></ul><ul><li>White Papers: </li></ul><ul><li>On-Demand Webcasts: </li></ul><ul><li>Solution Datasheets: </li></ul><ul><li>Case Studies: </li></ul>Thanks to our partner for co-sponsoring webcast:
    19. 19. <ul><ul><li>Over 21 years of focused and organic growth to become a global leader in IT Service Management delivering a best in class solution </li></ul></ul><ul><ul><li>Axios assyst and ITIL® ‘grew up in the same neighbourhood’ – assyst technology has been designed from inception and built from the ground up around the ITIL framework </li></ul></ul><ul><ul><li>Development of assyst is very customer focused </li></ul></ul><ul><ul><li>The assyst core product supports, automates, and integrates all ITIL v2 &v3 ® processes – in single application </li></ul></ul><ul><ul><li>Main areas of differentiation – Service Catalog, Service Design, Workflow Engine, Workflow & Process Design and Self Service – All driven by very easy to use GUI drag & drop tools </li></ul></ul><ul><ul><li>Additional Areas of differentiation – Ease of Use, Ease of Admin and Seamless upgrades </li></ul></ul>The Axios Commitment to ITSM Innovation…