Business.Next
Presented by Matt Hooper
VP of Strategy
@VigilantGuy
Proprietary and Confidential 1
Background
Proprietary and Confidential
Matthew Hooper
@VigliantGuy
Before joining Acorio as VP of Strategy, Matt Hooper w...
App Support
Team assembly and
review of
issue, collection of
evidence
Ops
Rollout Fix
Ops
Collection of
evidence, diagnosi...
Business.Next
IT is no longer a department.
IT is the core competency of all
business functions.
The greater the ability t...
MIND GAP
Queue
Management
Service
Management
Business
Management
Business
Agility
Proprietary and Confidential 5
Queue Management
• Objective: Fulfill or resolve incoming requests
• Goal: Facilitate requests
• Activities:
–Log Calls, E...
App Support
Works for them..
Or does it.
Ops
Nothing’s changed
here.
Admins
Looks at logs for errors.
Checks systems are o...
Queue Management
Proprietary and Confidential
Incidents
Requests
Assets
Queue Manager
Metrics:
Average Time to Answer
Aver...
Service Management
Proprietary and Confidential
• Objective: Deliver improved levels of service
• Goal: Leverage processes...
App Support
Uninterrupted!
Ops
Uninterrupted!
Admins
Event Management
detects Load Balancer to
Blame.
Service Desk
Logs re...
Assets
Config
Service Management
Proprietary and Confidential
Changes
Problem
Requests
Incidents
KB
Service Manager
Self-S...
Business Management
Proprietary and Confidential
• Objective: Increase stakeholder value
• Goal: Leverage IT to create bus...
Support Center
Escalation point for
unresolved issues or
requests. Helps
navigate to appropriate
support staff.
End User
E...
Support Center
Escalation point for
unresolved issues or
requests. Helps
navigate to appropriate
support staff.
End User
E...
App Support
Outsourced!
Ops
Outsourced!
Admins
Event Management
detects Load Balancer to
Blame.
Support Center
Uninterrupt...
Auto
Assets
Config
Business Service Management
Proprietary and Confidential
Changes
Problem
Requests
Incidents
KB
Service ...
Business Agility
Proprietary and Confidential
• Objective: Increase ability to deliver new offerings
• Goal: Become or mai...
Business Relations
Managers
Event Management detects
Load Balancer to Blame.
Support Center
Monitors SLA’s!
End User
End U...
Portfolio
Auto
Assets
Config
Business Agility Management
Proprietary and Confidential
Changes
Problem
Requests
Incidents
K...
Business Enlightenment
Proprietary and Confidential
• Objective: Drive forward thinking innovation
• Goal: Create new mark...
Re-Cap
Proprietary and Confidential
Queue
Management
Service
Management
Business
Management
Business
Agility
21
Foundation...
Questions
THANK YOU!
Matthew Hooper
Acorio VP Of Strategy
Co-host ITSM Weekly the Podcast #ITSMWP
@VigilantGuy
mhooper@aco...
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2013 06-26- attvio matt hooper - business.next

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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.
  • 2013 06-26- attvio matt hooper - business.next

    1. 1. Business.Next Presented by Matt Hooper VP of Strategy @VigilantGuy Proprietary and Confidential 1
    2. 2. Background Proprietary and Confidential Matthew Hooper @VigliantGuy Before joining Acorio as VP of Strategy, Matt Hooper was the former CEO and co-founder of Smak, a knowledge automation SaaS company serving the recruiting and staffing industry. For over 20 years Matt has instituted methodologies for business intelligence and optimization. Leveraging technology to drive business outcomes, he has built an industry reputation for his highly effective approach to performance engineering and process integration. He has been an industry advocate for Service Management strategies and best practices around ITIL, CObIT and is the Marketing and PR Chair for the Boston chapter of SIM (Society of Information Management). Matt is a frequent industry speaker at local and national conferences, and is co-host of ITSM Weekly the Podcast, the industries largest and most trusted podcast on ITSM. 2
    3. 3. App Support Team assembly and review of issue, collection of evidence Ops Rollout Fix Ops Collection of evidence, diagnosis, re assignment Admins Collection of evidence, diagnosis, esc alation 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 Confidential 3
    4. 4. Business.Next IT is no longer a department. IT is the core competency of all business functions. The greater the ability to leverage information, the stronger and more sustainable a business will become. Proprietary and Confidential 4
    5. 5. MIND GAP Queue Management Service Management Business Management Business Agility Proprietary and Confidential 5
    6. 6. Queue Management • Objective: Fulfill or resolve incoming requests • Goal: Facilitate requests • Activities: –Log Calls, Emails, Drive-bye’s, Etc… –Label cases with a unique ticket # –Assign tickets to appropriate personnel –Monitor volume and load of requests (Queue depth) • Strategic benefits: – Reduce call time, wait time and open time –Improve customer interaction • Limitations: –Reactive in nature; waits for needs, issues, or request before engaged –Focuses on resources and volume Proprietary and Confidential 6
    7. 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 Confidential 7
    8. 8. Queue Management Proprietary and Confidential Incidents Requests Assets 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
    9. 9. Service Management Proprietary and Confidential • Objective: Deliver improved levels of service • Goal: Leverage processes to improve service delivery • Activities: –Align resources & capabilities to services –Control changes to assets supporting services –Create agreements for services across organization –Monitor processes for quality and timeliness • Strategic benefits: – Increase visibility of systems relationship to business outcomes –Identify inefficiencies in standards, process & controls • Limitations: –Still reactive in nature –Focuses on processes and controls 9
    10. 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 Service Management Flow Ticket Knowledge Proprietary and Confidential 10
    11. 11. Assets Config Service Management Proprietary and Confidential Changes Problem Requests Incidents KB Service Manager Self-Service Portal Knowledge Metrics: First Tier Call Resolution On-Target SLA’s Assets under Management # of Changes Managed 11
    12. 12. Business Management Proprietary and Confidential • Objective: Increase stakeholder value • Goal: Leverage IT to create business opportunities • Activities: –Use IT as a competitive advantage to drive business results –Establish brand around IT capabilities –Leverage commodity resources for cost efficiency (Cloud/Outsource) –Implement changes based on ROI instead of resource load • Strategic benefits: – Increase profitability of business functions – Reduce risks and technical debt • Limitations: – Reacts to market conditions and business demand – Business intelligence sits in silos 12
    13. 13. 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 Request Knowledge Self-Service Provisioning Proprietary and Confidential 13
    14. 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 Confidential 14
    15. 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 Notice Proprietary and Confidential 15
    16. 16. Auto Assets Config Business Service Management Proprietary and Confidential Changes Problem Requests Incidents KB Service Manager Self-Service Portal Knowledge Event Provisioning Key Metrics: Component failure vs. Incidents Reported Releases vs. Incidents Reported Cost of downtime 16
    17. 17. Business Agility Proprietary and Confidential • Objective: Increase ability to deliver new offerings • Goal: Become or maintain market leadership • Activities: – Utilize business intelligence to accelerate business decisions – Increase departmental technology independence – Accelerate adoption and frequency of changes – Correlate customer demands to technology capabilities • Strategic benefits: – Creates real-time feedback loops to technology drivers – Enables faster adoption of change • Limitations: –Data captivity and access –Governance, compliance and regulation constraints 17
    18. 18. Business Relations Managers Event Management detects Load Balancer to Blame. 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 IncidentKnowledge Self-Service Event App Support SaaS Provisioning Portfolio Cost Change CMDB Proprietary and Confidential 18
    19. 19. Portfolio Auto Assets Config Business Agility Management Proprietary and Confidential Changes Problem Requests Incidents KB Service Manager Self-Service Portal Knowledge Event Provisioning Key Metrics: Self-reliant requests Availability of new features Increase in Service Value 19
    20. 20. Business Enlightenment Proprietary and Confidential • Objective: Drive forward thinking innovation • Goal: Create new markets • Activities: – Build core abilities to operational excellence – Rapid validation of market spaces. – Accelerate adoption and frequency of changes – Correlate customer demands to technology capabilities • Strategic benefits: – Enables proactive measures through data insights – Increases business value through competitive advantage • Limitations: –Data volume, aggregation and processing –Governance, compliance and regulation constraints (no getting away from this) 20
    21. 21. Re-Cap Proprietary and Confidential Queue Management Service Management Business Management Business Agility 21 Foundation built on Knowledge = Transformation built on trust
    22. 22. Questions THANK YOU! Matthew Hooper Acorio VP Of Strategy Co-host ITSM Weekly the Podcast #ITSMWP @VigilantGuy mhooper@acorio.com (617)412-4388 Proprietary and Confidential ? 22

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