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The Three Myths of IT Service Management

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CA Technologies interviewed staff at a variety of different companies across multiple industries that currently employ CA or competitive IT Service Management (ITSM) solutions. The research used “ethnographic methods” to observe how people work in the real world.

The Results: The reality of ITSM is far different than what most IT people think. Here are three commonly believed myths that research shows to be false.

Get the download: http://cainc.to/qy7P66

Published in: Technology
  • Your opinions matter! get paid BIG $$$ for them! START NOW!!.. ♣♣♣ https://tinyurl.com/realmoneystreams2019
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  • Reliable & cost-efficient ICTility service providing management can be achieved & ensured based on the 5-stage maturity model ServProMM (Service Providing Maturity Model) by stepwise introducing & routinely applying the plain & catchy methods that are combined in the generic & coherent concept of servicialisation (= standardised & rationalised, automated & optimised service providing). s. whitepaper 'Servicialisation' - http://de.slideshare.net/PaulGHz/servicialisation-introduction-v010100
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  • Generally, a truly & truthfully accountable ICTility service provider will take center stage addressed and/or authorised ICTility service consumers (= employees in the business units) by thinking & acting as composer & conductor of ICTility service providing for all the business process relevant ICTility service types it has - - precisely & succinctly identified from their perspectives & perceptions, - completely & concisely specified according to their exigencies.& expectations. s. slide deck 'Mr. Service - Composer & Conductor of Service Providing' - http://de.slideshare.net/PaulGHz/keynote-mr-service-composer-and-conductor-of-service-providing-v010001
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  • Consequently, the ITsystem management department must evolve into the ICTility service provider of its enterprise by complementing its "Plan - Build - Run IT Systems" with "Compose - Commit - Conduct ICTility Service Providing" for all the business process relevant ICTility service types (= ICT-system based utility service types). - s. slide deck 'Role Changing - From CIO to CSO' - http://de.slideshare.net/PaulGHz/lecture-role-changing-from-cio-to-cso-20120524-v020100
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  • Consequently, each explicitly triggered, singular & unique ICTility service must be instantaneously & reliably rendered explicitly to the triggering ICTility service consumer so that he can simultaneously consume it for efficiently executing his upcoming business activity creating business value in so doing. s. slide deck 'Servicialisation - Service Consumers Center Stage!' - http://de.slideshare.net/PaulGHz/9th-russian-it-management-congress-2012-0524-servicialisation-service-consumers-center-stage-v010100
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The Three Myths of IT Service Management

  1. 1. THE THREE MYTHS of IT Service Management
  2. 2. We undertook ethnographic research on how people use IT Service Management. • We interviewed staff at a variety of different companies across multiple industries that currently employ CA or competitive ITSM solutions. • The research used “ethnographic methods” to observe how people work in the real world.
  3. 3. THE RESULTS: The reality of ITSM is far different than the mythological ideal.
  4. 4. MYTH 1: Business users are comfortable asking the service desk for support.
  5. 5. REALITY: The service desk is rarely a business user’s first stop for help. • Business users can’t connect easily with IT and feel unplugged from the process. • Business users don’t speak “IT.” • They prefer to ask a knowledgeable coworker—the local “IT helper.”
  6. 6. Myth 2: Today’s ITSM solutions provide analysts the intelligence they need to provide the best service they can.
  7. 7. Reality: ITSM solutions have not evolved over the years and are too rigid and process-oriented as well as : • Focused on Service Level Agreements (SLA), not success • Disconnected from end-user needs • Processes fail to prioritize work logically
  8. 8. MYTH 3: IT organizations have clear channels of communication to share business-critical knowledge.
  9. 9. REALITY: Knowledge is a “black box,” and IT teams struggle to share what they know. • Knowledge is locked in silos, such as Excel® spreadsheets • Knowledge is not easily shared across teams • Teamwork is hard to measure (quantity of tickets closed rather than quality of service) hey know.
  10. 10. Key Take-Aways: • IT is the option of last resort • Tools are designed for process, not people • ITSM has not adapted to an agile world
  11. 11. Learn more about the real world use of ITSM. ITSM at a Crossroads:What will it take to move IT Service Management into the 21st Century? Download Now

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