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Presented	
  by	
  
Ryan	
  Ogilvie	
  
Avoiding	
  Service	
  Management	
  Pi8alls	
  
@ryanrogilvie	
  
#ShareIT13	
  
	
  
	
  
QuesBons	
  and	
  Comments	
  
Overall	
  Service	
  Management	
  ImplementaBon	
  
Individual	
  Process	
  Review	
  
Overall	
  Service	
  Management	
  ImplementaBon	
  
Overall	
  Service	
  Management	
  ImplementaBon	
  
•  Where	
  are	
  you	
  now?	
  
Overall	
  Service	
  Management	
  ImplementaBon	
  
•  Think	
  about	
  the	
  goals	
  of	
  the	
  
implementaBon	
  
•  Why	
  we	
  are	
  doing	
  this?	
  
•  What	
  ...
•  Scope	
  is	
  crucial	
  
	
  
Determine	
  the	
  Scope	
  
•  Scope	
  is	
  crucial	
  
•  Your	
  scope	
  should	
  include:	
  
▫  Which	
  processes	
  you	
  are	
  implemenBn...
•  Build	
  or	
  rework	
  processes	
  to	
  support	
  the	
  
implementaBon.	
  	
  
•  They	
  don’t	
  need	
  to	
 ...
•  Tell	
  people	
  what	
  you	
  are	
  doing	
  –	
  Market	
  your	
  launch	
  
•  Many	
  ways	
  to	
  do	
  this	...
•  Develop	
  some	
  metrics	
  
•  Keep	
  them	
  simple	
  
•  Improve	
  on	
  what	
  you	
  measure	
  
Measure	
  
•  CSI	
  –	
  Review	
  your	
  status…	
  conBnuously	
  
•  There	
  are	
  NO	
  failures	
  
CSI	
  
•  Scope	
  
•  Can	
  vs	
  Should	
  
•  We	
  need	
  to	
  keep	
  it	
  simple	
  
•  As	
  processes	
  mature	
  th...
Individual	
  Process	
  Review	
  
5	
  -­‐	
  OpBmizing	
  
Where	
  to	
  Start	
  –	
  Maturity	
  Model	
  
4	
  -­‐	
  Predictable	
  
3	
  -­‐	
  Stand...
Review	
  Your	
  Processes	
  
Incident	
   Problem	
   Change	
   Request	
   SACM	
   Knowledge	
  
	
  	
  	
  	
  3.5...
Review	
  Your	
  Processes	
  
Incident	
   Problem	
   Change	
   Request	
   SACM	
   Knowledge	
  
	
  	
  	
  	
  2.5...
•  Challenge	
  –	
  Ensuring	
  quick	
  resoluBons	
  	
  
•  Remedy	
  –	
  Review	
  your	
  performance	
  
with	
  t...
•  Challenge	
  –	
  Commitment	
  to	
  RCA	
  
•  Remedy	
  –	
  Alignment	
  with	
  operaBons	
  
•  Permanently	
  im...
•  Challenge	
  –	
  Adversely	
  impacBng	
  
customers	
  through	
  outages	
  
•  Remedy	
  –	
  Understand	
  your	
 ...
•  Challenge	
  –	
  Many	
  organizaBons	
  are	
  
operaBonalized	
  
•  Remedy	
  –	
  Leverage	
  what	
  you	
  have	...
•  Challenge	
  –	
  WORN	
  
•  Remedy	
  –	
  Think	
  about	
  what	
  makes	
  
sense	
  
•  If	
  you	
  build	
  it	...
•  There	
  are	
  over	
  100	
  billion	
  global	
  
searches	
  being	
  conducted	
  each	
  month.	
  
•  75%	
  of	...
•  Challenge	
  –	
  Scope	
  
•  Remedy	
  –	
  Decide	
  what	
  you	
  need	
  
•  Determine	
  what	
  will	
  improve...
•  Challenge	
  –	
  How	
  to	
  best	
  fulfill	
  the	
  request	
  
•  Remedy	
  –	
  Determine	
  business	
  needs	
 ...
Stop	
  thinking	
  about	
  this	
  like	
  IT	
  
	
  
Start	
  thinking	
  about	
  it	
  from	
  the	
  Business	
  
P...
Through	
  “Process	
  X”	
  I	
  can	
  
reduce	
  the	
  priority	
  2	
  incidents	
  
from	
  350	
  to	
  100	
  over...
 
TwiUer:@ryanrogilvie	
  
Blog:	
  hUp://servicemanagementjourney.blogspot.ca/	
  
Linkedin:	
  ca.linkedin.com/pub/ryan-...
ITSM Pitfalls
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ITSM Pitfalls

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At some point a need has been identified to implement or review some components of Service Management within your organization. Whether this initiative is IT driven or the result of a Business need the result should be to align with business outcomes. I will take you on a journey outlining areas where I had some challenges, how I overcame them and what I learned from the experiences.

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ITSM Pitfalls

  1. 1. Presented  by   Ryan  Ogilvie   Avoiding  Service  Management  Pi8alls  
  2. 2. @ryanrogilvie   #ShareIT13       QuesBons  and  Comments  
  3. 3. Overall  Service  Management  ImplementaBon   Individual  Process  Review  
  4. 4. Overall  Service  Management  ImplementaBon  
  5. 5. Overall  Service  Management  ImplementaBon  
  6. 6. •  Where  are  you  now?   Overall  Service  Management  ImplementaBon  
  7. 7. •  Think  about  the  goals  of  the   implementaBon   •  Why  we  are  doing  this?   •  What  it  will  accomplish?   Define  a  Goal  
  8. 8. •  Scope  is  crucial     Determine  the  Scope  
  9. 9. •  Scope  is  crucial   •  Your  scope  should  include:   ▫  Which  processes  you  are  implemenBng   ▫  The  roles  you  will  need  to  support  those  processes     Determine  the  Scope  
  10. 10. •  Build  or  rework  processes  to  support  the   implementaBon.     •  They  don’t  need  to  be  complicated   •  In  fact  they  should  be  simple   Determine  Processes  
  11. 11. •  Tell  people  what  you  are  doing  –  Market  your  launch   •  Many  ways  to  do  this   ▫  Blog  about  it   ▫  Lunch  and  learns   ▫  NewsleUers   ▫  Social  Media     Keep  people  informed   Communicate  
  12. 12. •  Develop  some  metrics   •  Keep  them  simple   •  Improve  on  what  you  measure   Measure  
  13. 13. •  CSI  –  Review  your  status…  conBnuously   •  There  are  NO  failures   CSI  
  14. 14. •  Scope   •  Can  vs  Should   •  We  need  to  keep  it  simple   •  As  processes  mature  this  will   open  “what  abouts”   •  Stay  away  from  the  “Lite”   ImplementaBon  Challenge  
  15. 15. Individual  Process  Review  
  16. 16. 5  -­‐  OpBmizing   Where  to  Start  –  Maturity  Model   4  -­‐  Predictable   3  -­‐  Standardized   2  -­‐  Managed   1  -­‐  IniBal  
  17. 17. Review  Your  Processes   Incident   Problem   Change   Request   SACM   Knowledge          3.5            3            4            4    2.5                  3   Release                  2  
  18. 18. Review  Your  Processes   Incident   Problem   Change   Request   SACM   Knowledge          2.5            2            3            3        2                  1   Release                  1  
  19. 19. •  Challenge  –  Ensuring  quick  resoluBons     •  Remedy  –  Review  your  performance   with  the  customer   •  You  are  only  as  good  as  your  business   thinks  you  are   Incident  Management  
  20. 20. •  Challenge  –  Commitment  to  RCA   •  Remedy  –  Alignment  with  operaBons   •  Permanently  improving  customer   experience   Problem  Management  
  21. 21. •  Challenge  –  Adversely  impacBng   customers  through  outages   •  Remedy  –  Understand  your   business   •  The  balance  of  changes   Change  Management  
  22. 22. •  Challenge  –  Many  organizaBons  are   operaBonalized   •  Remedy  –  Leverage  what  you  have   and  understand  what's  needed   •  Ensuring  customer  experience  is   consistent   Release  Management  
  23. 23. •  Challenge  –  WORN   •  Remedy  –  Think  about  what  makes   sense   •  If  you  build  it  they  will  come….   Knowledge  Management  
  24. 24. •  There  are  over  100  billion  global   searches  being  conducted  each  month.   •  75%  of  users  never  scroll  past  the  first   page  of  search  results.   •  18%  of  organic  clicks  go  to  the  #1   posiBon   Knowledge  Management  
  25. 25. •  Challenge  –  Scope   •  Remedy  –  Decide  what  you  need   •  Determine  what  will  improve  the   customer  experience   SACM  
  26. 26. •  Challenge  –  How  to  best  fulfill  the  request   •  Remedy  –  Determine  business  needs   •  Work  with  the  business  and  be  scalable   Request  Fulfillment  
  27. 27. Stop  thinking  about  this  like  IT     Start  thinking  about  it  from  the  Business   PerspecBve  
  28. 28. Through  “Process  X”  I  can   reduce  the  priority  2  incidents   from  350  to  100  over  3   months   Ask  yourself….   Through  a  service   management  strategy  I  can:   –  Increase  your  producBvity   –  Lower  costs   –  Allow  you  to  deliver  in  a  way   your  compeBBon  can’t   If  you  could  tell  your  business  the  following:   Which  would  you  prefer  
  29. 29.   TwiUer:@ryanrogilvie   Blog:  hUp://servicemanagementjourney.blogspot.ca/   Linkedin:  ca.linkedin.com/pub/ryan-­‐ogilvie/2b/183/873/     Thank  You  

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