Simplifying the Service Desk - presented at CA World 2011


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Over the years, Service Desk software has become too complex for most organizations. However, the introduction of newer, cloud based solutions provides the opportunity to simplify and improve. In this session, you will learn about the possibilities that cloud-based service management provides for IT organizations and service providers. We share insights into the present and future needs of modern businesses, and the capabilities required to manage services, streamline processes, and drive business.

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Simplifying the Service Desk - presented at CA World 2011

  1. 1. Simplifying The Service DeskGN003SNTim Rochte – Nimsoft Service Desk Product Marketing Page 1 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  2. 2. abstractIn this session, you will learn about the forecast for theindustry with regard to service management in the cloudand you will gain an understanding of present and futurecapabilities for managing your service managementstrategy and leveraging the capabilities of the cloud. Inthe not-so-distant future, process enablement willabsolutely include cloud technology, so get it right the firsttime and be on the leading edge of adoption Page 2 2 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  3. 3. Agenda IT is complex. Must IT Service Management follow? How can we simplify IT? How does The Cloud change things? Where to start Page 3 3 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  4. 4. IT is complex.Must IT Service Management follow? Page 4 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  5. 5. Is IT Complex? Credit to: (animation order) Cleverworkarounds, TechRepublic,, ERP4IT, Page 5 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  6. 6. IT is not about the tech Page 6 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  7. 7. IT is about the people and business Page 7 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  8. 8. IT is simple at the core› Think like a service provider, not a technologist Determine the business need Plan for service Deliver to expectations Page 8 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  9. 9. How can we simplify IT? Page 9 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  10. 10. Focus on what matters to the business Core Chore › Supporting Business › Running a data center processes › Keeping the network » Sales functional » Manufacturing › Running ERP systems » Finance › Running ITSM applications › Enabling users to do their jobs » Tech support » Provisioning Page 10 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  11. 11. Questions Page 11 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  12. 12. Leverage The World› Leverage the cloud » You don’t have to own the tools› Give work to MSPs » You don’t have to do everything› Follow Best Practices and Utilize Standards » Don’t reinvent the wheel› Configure don’t customize » Are you an ISV? Page 12 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  13. 13. How does The Cloud change things? Page 13 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  14. 14. Cloud – What is it really?› Infrastructure Managed somewhere for the consumption of the client population » Public Cloud Infrastructure physically located off-site from the company » Private Cloud Infrastructure physically located on-site at the company » Hybrid Cloud Some infrastructure on-site AND some off-site› If you don’t already, you WILL have all of this to manage Page 14 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  15. 15. Cloud – Does it help?› Cloud technology provides the ability to: » Improve Agility » Increase Revenue » Reduce Costs› Dynamic in nature of cloud and virtualization also: » Increases Complexity and Risk » Makes managing Configuration Information more difficult » Makes managing this agility more reliant on People, Process and Technology Page 15 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  16. 16. Where does the Cloud really fit today?› IT must accommodate cloud services and technology into their business› More pressure for IT to run as a service provider› Opens doors to more ‘right sourcing’› The cloud allows IT to support the elasticity of the business Page 16 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  17. 17. How can you manage in the Cloud?› Leverage the cloud for services that make sense. » Examples: Page 17 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  18. 18. Service Desk in the Cloud› The best practices exist » ITIL and practical experience› Efficiency and alignment is the business value » Uniqueness doesn’t matter› Process applications are well suited » Low data flow, common browser UIs› Get improvements automatically » You don’t have to know the next best thing› SaaS app configuration models » Cloud apps have to be “mass customized” Page 18 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  19. 19. What to watch out for› Services are out of your hands » This demands a true ‘service management’ focus› Application creep » The cloud enables business managers to go ‘rogue’› Build out tools to manage IT services no matter where they are » Looking at ‘cloud’ services should look like any other IT service » Ensure that your own tools and processes are cloud agnostic - Performance monitoring - Do your tools see cloud resources like internal ones? - Configuration management - Increased complexity of platforms Page 19 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  20. 20. Summary Page 20 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  21. 21. Recommended SessionsSESSION # TITLE DATE TIMEGN003SN Simplifying the Service Desk 11/14/2011 16:00GN002SN Managing IT at the Speed of Business 11/15/2011 11:00GN102SN Managing your Cloud with Confidence 11/15/2011 13:15 Seize the Cloud! Proven Tactics from a Successful ServiceGN100SN 11/15/2011 14:45 Provider Best Practices for Private Cloud and VirtualizationGN004SN 11/15/2011 16:00 MonitoringGN007SN User Experience – One Perspective To Rule Them All 11/16/2011 9:45GN006SN Nimsoft SaaS Service Desk Essentials 11/16/2011 11:00GN005SN Monitoring that “Just Works” 11/16/2011 13:15GN101SN Cloud Service Assurance – Driving Cloud Availability & QoS 11/16/2011 14:45 Page 21 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  22. 22. Related Technologies Booth 201 - Nimsoft Monitor Booth 201 - Nimsoft Service Desk Booth 202 - Nimsoft User Experience Innovation Center - Nimsoft Automation Page 22 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved
  23. 23. Thank You!› Visit for more information. Page 23 @nimsoft & @TimRNimsoft © nimsoft, all rights reserved