We Don't Like our Service Management Tool


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Customers often tell us they are unhappy with their current ITSM tool solution. Some go so far as to say “we really didn’t like the previous tool either, but it is much better than the one we just implemented”. The root cause of this dissatisfaction is (usually) not the functionality of the tool itself, but in how the tool was rolled out and how expectations were communicated. Join us, as we will share insight on considerations and attributes associated with successes and failures of ITSM tool implementations….going from Strategy to Execution.

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We Don't Like our Service Management Tool

  1. 1. ITSM Academy Webinar Series Presented by Keith D. Sutherland K ihD S h l dService Management Dynamix, LLC April 21, 2011
  2. 2. About ITSM Academy  Accredited Education  Since 2003 - Tens of Thousands  Certified Process Design Engineer (CPDE) Trained and Certified  ITIL® Foundation  ITSM Professional Diplomas  Change/Support/SLM  ITIL Capability (OSA|PPO|RCV|SOA)  Public Classes throughout U.S.  ITIL Lifec cle (SS|SD|ST|SO|CSI) Lifecycle  Corporate On-Site Classes  ITIL Managing Across the Lifecycle (MALC)  Virtual Classes  ITIL Service Manager Bridge  Courseware Licensing  ISO/IEC 20000 Foundation /  Corporate & Partner (GEM)  MOF Foundation  Alumni Program  Practical, Value-Add Workshops p  PMI Global Education Provider  ITSM Leadership  Federal Government (GSA)  ITIL, MOF, ISO 20K Overviews Contractor  Apollo 13, Visible Ops: The Class 13  Certified Woman-Owned Woman Owned  And more!ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries© ITSM Academy 2 Welcome!
  3. 3.  Service Management Dynamix ™, LLC, is a South , Carolina based organization, with offices in Rock Hill, SC and Peoria, IL. SMDx is dedicated to delivering high quality IT Service Management high-quality training, specialized workshops, and consulting services - all based on the IT Infrastructure Library. ITIL® is a registered trademark of the Office of Government Commerce (OGC). The Swirl logo™ is a Trade Mark of the Office of Government Commerce ©2011 Service Management Dynamix™
  4. 4.  The open Th The big picture Processes and control loops ITSM Enterprise Tool selection Retro-fitting (Continual Service Improvement) Organizational Change Management The close © 2011 Service Management Dynamix™
  5. 5.  “it’s not fair that we held to the same targets for service requests that we are for incidents” “we have short term people making long term decisions decisions” “I liked our previous tool much better – wish we were still on itit” “the area to record knowledge has been grayed out in the tool” g y “our tool sucks” “our strategy! …what’s that?” © 2011 Service Management Dynamix™
  6. 6. Value Creation Perceptions PreferencesValue is defined by bothbusiness outcomes andperceptions filter Business outcomes tPerceptions are influenced byservice attributes and customer’s contextself imageThe customer defines anddifferentiates valueService providers must demonstrate value, AttributesInfluence perceptions and respond topreferences What Wh customers value is frequently different l i f l diff from what the Service Provider believes it delivers. © Crown Copyright 2007. Reproduced Under Licence From OGC
  7. 7.  the importance of understanding your process requirements and selecting tools that can fulfill the majority of your requirements. review the current tools to ensure that all of the functionality and capability of those tools are being realized before investing in additional tools. tools there is a significant dependence on the success of any tool/process deployment on how effective the communication is, and how effective that communication addresses cultural and organizational issues. g © 2011 Service Management Dynamix™
  8. 8. The ITSM Lifecycle © Crown Copyright 2007. Reproduced Under Licence From OGC
  9. 9. © 2011 Service Management Dynamix™
  10. 10. The Process Model
  11. 11. ITIL® Processes Are ‘Closed Loop’ Systems Service Strategy Service Design Portfolios, Standards and policies Technical Architectures and performance standards Norm Control Compare Monitor Input Output Input NEXT Activity PROCESS © Crown Copyright 2007. Reproduced Under Licence From OGC
  12. 12. The ITSM ‘Closed’ Loop © Crown Copyright 2007. Reproduced Under Licence From OGC
  13. 13. Tool Selection – the ‘front door’ approach What requirements? Scoring Evaluate products Identify products Rank the products Short listing Selection criteria Select product How much of the ‘out-of-the-box’ functionality of your tool is currently deployed? f t li tl d l d? © Crown Copyright 2007. Reproduced Under Licence From OGC
  14. 14. Service Strategy SLA Targets& Service Design Incident Management Enterprise Request Service Problem Management Fulfilment Management Tool Known Configuration Ch Change Error Management Management Database Database Release & R l Deployment Management © 2011 Service Management Dynamix™
  15. 15. Tool Utilization – ‘front door’ or ‘retro-fit’ ‘retro- Vision Mission Step 1 Step 2 Business and IT Alignment Step 3 Goals Goals Step 7 Step 4 Objectives Step 6 Step 5 CSF KPI Step 1 Step 2 Business and Step 3 Metrics IT Alignment Goals Step 7 Step 4 Measurements Step 6 Step 5 © Crown Copyright 2007. Reproduced Under Licence From OGC
  16. 16. The ‘Valley’ of Despair Valley © Crown Copyright 2007. Reproduced Under Licence From OGC © 2011 Service Management Dynamix™
  17. 17.  Involve the stakeholders (in the beginning and throughout) “It’s not practice that makes p p perfect …it’s perfect practice that makes perfect” – Vince Lombardi ◦ (Target your communications) Vendor involvement d V d i l does not end at d deployment! ◦ This tool is strategic to your ITSM practice! Think Customer! © 2011 Service Management Dynamix™
  18. 18.  It is okay to manage request fulfillment as part of the incident management module of t f th i id t t d l f your tool …as long as you respect SLA targets differentlyy Silos (across functions/processes) are not intended “No t l “N tools without the rules” ith t th l ” Know your organization strategy (business & IT) Synchronization of closed loops Culture …CULTURE …CULTURE! CULTURE! © 2011 Service Management Dynamix™
  19. 19. © 2011 Service Management Dynamix™