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2/23/15&
©2013&HDI.&All&rights&reserved.&
Welcome!(
Updates(from(HDI(Capital(Area(
and(HDI(Corporate((
February&20,&2015&
&
What’s&Hot&at&HDI&
!  The&HDI(Support(Center(Standard((
•  A&compilaEon&of&best&pracEces&from&various&global&
frameworks&r...
©2015&HDI.&All&rights&reserved.&
January&Webinar:&“How&Remote&Control&Is&ConEnuing&to&Improve&Support&and&
Bring&Value&to&...
Not(a(Member?(Join(Today!(
Become(a(Professional(member(for(just($495!&
&
Get&more&benefits&to&ensure&your&professional&gro...
HDI(Capital(Area:(2015(Changes(
Reduced(our(2015(events(to(eight:((
•  February,&April,&June,&July,&August,&September,&Oct...
HDI(Capital(Area:(Upcoming(
2015(Officer(Elec]ons:((
Look&for&message&with&ballot&and&voEng&informaEon&
&
HDI(Circle(of(Exce...
Thank(You(HDI(CA(2015(Sponsors!!((
Today’s(Speaker(
ITIL(Best(Prac]ces!(
Marcel(Shaw:(LANDesk(
(
(
(
(
(
( ( ( ( ((
(
(
(
((((((((((((( ((
&
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LANDESK SOFTWARE CONFIDENTIAL
ITSM Discussion
Marcel Shaw - Sr Systems Engineer for LANDESK
www.marcelshaw.com
LANDESK SOFTWARE CONFIDENTIAL
http://www.itoa-landscape.org/
http://marcelshaw.com/2015/02/time-add-operations-analytics-i...
LANDESK SOFTWARE CONFIDENTIAL
LANDESK SOFTWARE CONFIDENTIAL
ITIL is a best practice framework
that has been drawn from both the
public and private secto...
LANDESK SOFTWARE CONFIDENTIAL
ITIL – Defined – Layman’s Definition
ITIL is an integrated set of best-
practice processes f...
LANDESK SOFTWARE CONFIDENTIAL
ITIL – Defined – My Definition
ITIL is using common sense in IT
LANDESK SOFTWARE CONFIDENTIAL
Two Premises of ITIL
! Create comprehensive,
consistent and coherent
standards of best pract...
LANDESK SOFTWARE CONFIDENTIAL
! Getting everyone to follow
instructions
! Taking it outside of the
organization
Two Premis...
LANDESK SOFTWARE CONFIDENTIAL
ITIL Philosophy – adopt and adapt
The nature of ITIL is evolutionary.
When taken seriously, ...
LANDESK SOFTWARE CONFIDENTIAL
Why is ITIL so successful?
! ITIL is non-proprietary
! ITIL is non-prescriptive
! ITIL is be...
LANDESK SOFTWARE CONFIDENTIAL
Why should you adopt ITIL?
! Improve Service Quality
! Cost Advantage
! Pro-active IT Manage...
LANDESK SOFTWARE CONFIDENTIAL
Why ITIL is not adopted?
! Value is difficult to specify
! No instant gratification
! No man...
LANDESK SOFTWARE CONFIDENTIAL
Organizational Makeup of ITIL
People
Products
Partners
Processes
LANDESK SOFTWARE CONFIDENTIAL
The Differences Between ITIL and ITSM
! ITIL is a framework, ITSM is a
concept
! ITSM includ...
LANDESK SOFTWARE CONFIDENTIAL
What is ITSM
By Definition:
! Service Management is the overall solution philosophy to
maxim...
LANDESK SOFTWARE CONFIDENTIAL
Evolution of ITSM
ITSM
Traditional IT
Technology Focus
“Fire fighting”
Reactive
Users
Centra...
LANDESK SOFTWARE CONFIDENTIAL
2014 the year of the breach
! 43% of companies have
experienced a data breach in the
past ye...
LANDESK SOFTWARE CONFIDENTIAL
Where do you start?
! Keep it simple
! Define your services – Service
Portfolio
! Publish to...
LANDESK SOFTWARE CONFIDENTIAL
What are some of the IT services your customers
consume?
! Computer and Device Support
! Acc...
LANDESK SOFTWARE CONFIDENTIAL
So you defined your services now what?
LANDESK SOFTWARE CONFIDENTIAL
IT Self-Service empowers end-users to solve their own
IT-related issues, helps reduce servic...
LANDESK SOFTWARE CONFIDENTIAL
Some Statistics
75% prefer to use online support
91% would use an online knowledgebase
40+% ...
LANDESK SOFTWARE CONFIDENTIAL
Key Drivers for IT Service
LANDESK SOFTWARE CONFIDENTIAL
Add the Service Catalog
! Standardize Offerings
! Ensures IT define the services it offers
!...
LANDESK SOFTWARE CONFIDENTIAL
Service Catalog - Process
!  Request
!  Control
!  Deploy
!  Subscribe
!  Remove
!  Communic...
LANDESK SOFTWARE CONFIDENTIAL
Service Catalog - Entitlement
!  Publish by customer / group /
role
!  Request type – once v...
LANDESK SOFTWARE CONFIDENTIAL
Sprinkle In Some Automation
! Password reset
! Customer account creation
! Software installa...
LANDESK SOFTWARE CONFIDENTIAL
Thank You
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HDI Capital Area Announcements and Meeting Presentation 2.20.2015

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HDI Capital Area Announcements and Meeting Presentation 2.20.2015

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HDI Capital Area Announcements and Meeting Presentation 2.20.2015

  1. 1. 2/23/15& ©2013&HDI.&All&rights&reserved.& Welcome!( Updates(from(HDI(Capital(Area( and(HDI(Corporate(( February&20,&2015& &
  2. 2. What’s&Hot&at&HDI& !  The&HDI(Support(Center(Standard(( •  A&compilaEon&of&best&pracEces&from&various&global& frameworks&represenEng&the&unique&perspecEve&of&the& support&center.&& •  Get&this&comprehensive&document&with&everything&you&need& to&be&successful!&& !  KCS(Principles&is&now&available&in&the&virtual&classroom!& •  This&three&day&course&provides&pracEcal&steps&for&capturing,& storing,&and&successfully&reusing&knowledge.&&&& •  Normally&sold&for&$1695,&save&50%&when&you&parEcipate&in& the&beta&class&this&April.&&Class&size&is&limited,&so& register&now!& !  2015&HDI&Conference:&Register&Now& •  Book&your&room&at&Mandalay&Bay&Resort&and&Save!&
  3. 3. ©2015&HDI.&All&rights&reserved.& January&Webinar:&“How&Remote&Control&Is&ConEnuing&to&Improve&Support&and& Bring&Value&to&the&Business”&& New(Content(to(Share!(( New&Blog:&“My&Focus&on&Customer&Experience&Was&Holding&Me&Back”&& Out&with&the&old,&in&with&the&new:&We’ve&renovated&the&Resources&secEon&of&the&website&to& make&it&easier&to&find&and&share&content!&We'll&be&posEng&original&content&to&the&site&each& week&and&we&encourage&you&to&share&it.! New&Industry&Report:&The&2014!HDI!Support!Center!Prac5ces!&!Salary!Report&is&available& online&and&in&the&HDI&Reading&Room!&! New&Research:&“OpportuniEes&for&Healthcare&Support&Centers&to&Prove&Their&Value”& New&Blog:&“What&Does&an&HDI&Report&Have&to&Do&with&‘Muppets&In&Space’?”&& The&January/February&musteread&issue&of&SupportWorld&will&soon&be&available&in&the& HDI&Reading&Room&app&and&online!&The&theme&for&this&issue&is&the&work&of&support& and&how&it&is&changing&or&will&change&in&the&next&five&years.!
  4. 4. Not(a(Member?(Join(Today!( Become(a(Professional(member(for(just($495!& & Get&more&benefits&to&ensure&your&professional&growth&today.& & Enjoy(benefits(like:( •  Afend&local&chapter&and&vChapter&meeEngs& •  Access&to&HDI&PracEces&and&Salary&Reports& •  Discounts&on&HDI&Conferences,&Events&and&Training& •  Apply&for&HDI&awards& •  And&much&more!& & Learn&more&at&www.ThinkHDI.com/Join& or&by&calling&800.248.5667( &
  5. 5. HDI(Capital(Area:(2015(Changes( Reduced(our(2015(events(to(eight:(( •  February,&April,&June,&July,&August,&September,&October,&and&December& & Moved(all(of(the(events(to(Fridays( •  based&on&your&survey&responses,&most&of&them&from&noon&to&2&pm& & Why?(( •  to&respond&to&your&suggesEons&& •  hoping&to&increase&your&availability&on&Fridays& •  to&lessen&the&impact&on&the&officers&every&month&& & We#plan#to#do#our#very#best#to#provide#eight#high#quality#events#per#year.## As#we#work#through#these#changes,#we#welcome#your#opinions#and#feedback.#
  6. 6. HDI(Capital(Area:(Upcoming( 2015(Officer(Elec]ons:(( Look&for&message&with&ballot&and&voEng&informaEon& & HDI(Circle(of(Excellence,(President’s(Circle:( Complete&survey&today&or&online&through&link& & HDI(Annual(Conference,(March(24a27(( Northeast&Regional&networking&event.&March&25,&7e9pm& Hussong’s&CanEna&& &
  7. 7. Thank(You(HDI(CA(2015(Sponsors!!((
  8. 8. Today’s(Speaker( ITIL(Best(Prac]ces!( Marcel(Shaw:(LANDesk( ( ( ( ( ( ( ( ( ( (( ( ( ( ((((((((((((( (( & ((( (
  9. 9. LANDESK SOFTWARE CONFIDENTIAL ITSM Discussion Marcel Shaw - Sr Systems Engineer for LANDESK www.marcelshaw.com
  10. 10. LANDESK SOFTWARE CONFIDENTIAL http://www.itoa-landscape.org/ http://marcelshaw.com/2015/02/time-add-operations-analytics-itoa-itsm-itam-solution/ https://www.sysaid.com/blog/entry/15-itsm-tips-for-2015-part-1
  11. 11. LANDESK SOFTWARE CONFIDENTIAL
  12. 12. LANDESK SOFTWARE CONFIDENTIAL ITIL is a best practice framework that has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM) ITIL – Defined – Official Definition
  13. 13. LANDESK SOFTWARE CONFIDENTIAL ITIL – Defined – Layman’s Definition ITIL is an integrated set of best- practice processes for delivering IT services to customers
  14. 14. LANDESK SOFTWARE CONFIDENTIAL ITIL – Defined – My Definition ITIL is using common sense in IT
  15. 15. LANDESK SOFTWARE CONFIDENTIAL Two Premises of ITIL ! Create comprehensive, consistent and coherent standards of best practice for quality IT Service Management promoting business effectiveness in the use of IT ! Encourage private sector to develop ITIL-Related services and products
  16. 16. LANDESK SOFTWARE CONFIDENTIAL ! Getting everyone to follow instructions ! Taking it outside of the organization Two Premises of ITIL
  17. 17. LANDESK SOFTWARE CONFIDENTIAL ITIL Philosophy – adopt and adapt The nature of ITIL is evolutionary. When taken seriously, ITIL continues to get more consistent and comprehensive creating a best practices framework.
  18. 18. LANDESK SOFTWARE CONFIDENTIAL Why is ITIL so successful? ! ITIL is non-proprietary ! ITIL is non-prescriptive ! ITIL is best practice ! ITIL is good practice
  19. 19. LANDESK SOFTWARE CONFIDENTIAL Why should you adopt ITIL? ! Improve Service Quality ! Cost Advantage ! Pro-active IT Management
  20. 20. LANDESK SOFTWARE CONFIDENTIAL Why ITIL is not adopted? ! Value is difficult to specify ! No instant gratification ! No management commitment ! Don’t know where to start ! IT doesn’t follow it’s rules
  21. 21. LANDESK SOFTWARE CONFIDENTIAL Organizational Makeup of ITIL People Products Partners Processes
  22. 22. LANDESK SOFTWARE CONFIDENTIAL The Differences Between ITIL and ITSM ! ITIL is a framework, ITSM is a concept ! ITSM includes ITIL along with other frameworks ! Other frameworks used in ITSM are ITAM, COBIT, Agile, DevOps, Kanban, etc. ITSM
  23. 23. LANDESK SOFTWARE CONFIDENTIAL What is ITSM By Definition: ! Service Management is the overall solution philosophy to maximize the value that technology brings to the business. It is a set of specialized capabilities for providing value to customers in the form of services. Service Management also brings transparency to IT Operations and encourages IT and business partners alike to speak the same language ! A Service is a means of delivering value to customers by facilitating the outcomes customers expect and want to receive ITSM
  24. 24. LANDESK SOFTWARE CONFIDENTIAL Evolution of ITSM ITSM Traditional IT Technology Focus “Fire fighting” Reactive Users Centralized, done in-house Isolated, silos “One off”, adhoc Informal processes IT internal perspective Operational specific IT Process Process Focus Preventative Proactive Customers Distributed, sourced Integrated, enterprise-wide Repeatable, accountable Formal best practices Business perspective Service orientation Becomes
  25. 25. LANDESK SOFTWARE CONFIDENTIAL 2014 the year of the breach ! 43% of companies have experienced a data breach in the past year ! 80% of the breaches "had a root cause in employee negligence
  26. 26. LANDESK SOFTWARE CONFIDENTIAL Where do you start? ! Keep it simple ! Define your services – Service Portfolio ! Publish to your customers – Service Catalog ! Assess and refine
  27. 27. LANDESK SOFTWARE CONFIDENTIAL What are some of the IT services your customers consume? ! Computer and Device Support ! Accounts and Access ! Email and Calendar ! Web and application services ! Network and Wireless ! Telecommunications
  28. 28. LANDESK SOFTWARE CONFIDENTIAL So you defined your services now what?
  29. 29. LANDESK SOFTWARE CONFIDENTIAL IT Self-Service empowers end-users to solve their own IT-related issues, helps reduce service and support costs and increases end-user satisfaction Try Starting with Self Service “While 40% of IT service and support requests can be resolved through self-service, only about 5% actually are” David M. Coyle, VP Research, Gartner
  30. 30. LANDESK SOFTWARE CONFIDENTIAL Some Statistics 75% prefer to use online support 91% would use an online knowledgebase 40+% contact a call center after they can’t find answers to their question via self-service Up to 50% of “How do I …?” calls could be deflected to self-care channels
  31. 31. LANDESK SOFTWARE CONFIDENTIAL Key Drivers for IT Service
  32. 32. LANDESK SOFTWARE CONFIDENTIAL Add the Service Catalog ! Standardize Offerings ! Ensures IT define the services it offers ! Publish and communicate offerings to your customer ! Increases efficiency
  33. 33. LANDESK SOFTWARE CONFIDENTIAL Service Catalog - Process !  Request !  Control !  Deploy !  Subscribe !  Remove !  Communicate Use Method not Madness People + Process + Technology
  34. 34. LANDESK SOFTWARE CONFIDENTIAL Service Catalog - Entitlement !  Publish by customer / group / role !  Request type – once vs many !  Bundled services Think - Who, what, why People + Process + Technology
  35. 35. LANDESK SOFTWARE CONFIDENTIAL Sprinkle In Some Automation ! Password reset ! Customer account creation ! Software installation ! File share access ! Customer information change ! You can’t automate everything start with the simple stuff.
  36. 36. LANDESK SOFTWARE CONFIDENTIAL Thank You

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