For a corporate IT organization to create business value, then it needs to focus on things beyond the IT infrastructure, including: understanding customer needs and wants; delivering high quality services, support, and customer service; and effective financial stewardship.

1. 5 Ways to Improve Service Delivery
While Reducing Costs
Stephen Mann
Principal Analyst, ITSM.tools
Email: stephen@ITSM.tools
Twitter: @stephenmann @ITSM_tools

2. 2
Today’s Presenters
Jaime Spector
• Product Marketing Manager
• SunView Software
• jspector@sunviewsoftware.com
@SunViewSoftware
Stephen Mann
• Principal Analyst
• ITSM.tools
• stephen@ITSM.tools
@stephenmann |@ITSM_tools

3. 3
Housekeeping
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4. 4
Agenda
• Stephen Mann Presentation: 5 Ways to Improve
Service Delivery While Reducing Costs
• Key Opportunity – The Smart Service Desk
• 5 Applications of a Smart Service Desk
• Q&A

5. 5
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6. 6
5 Ways to Improve Service Delivery While
Reducing Costs
Presented by: Stephen Mann

7. Coverage
7
• Scene-setting
• Exploiting automation
• Improving service desk performance while reducing costs
• Better matching services and service levels to needs and
value
• Better IT asset management
• Financial management that focuses on the right things
• Key takeaways

8. 8

9. 9
“Run IT as a business”
Vs.
“Run IT like a business”

10. What Running IT Like a Business Really Means
10
• Understanding customer needs and wants
• Delivering high quality services, support, and
customer service
• Knowing what individual IT services cost and what
drives these costs
• Effective financial stewardship to minimize costs
while not adversely affecting service quality

11. 5 Opportunities for IT Organizations to Improve
11
1. Exploiting automation
2. Improving service desk performance while reducing
costs
3. Better matching services and service levels to needs
and value
4. Better IT asset management
5. Financial management that focuses on the right things

12. 1. Exploiting Automation
12

13. Automation Benefits
13
• Increased speed of execution
• Improved customer experience
• Cost reductions
• Reduced human intervention
• Reduced “human error”
• Increased task adaptability

14. Machine Learning Opportunities
14
1. More efficient support
2. Identifying and predicting issues
3. Orchestration enhancement
4. Predicting future demand for IT
5. Improved knowledge management
6. Automated continuous service improvement

15. 2. Improving SD Performance While Reducing Costs
15

16. Key Service Desk Opportunities
16
1. Automation
2. Self-service and self-help
3. Live chat and remote support
4. Knowledge management
5. IT asset management

17. 3. Better Matching Services to Needs and Value
17

18. 18
1. Is your IT organization providing, and
paying for, low value services?
2. Would customers be upset if they knew
how much particular “low value”
services cost the business?

19. Business Relationship Management
19
1. Demand shaping
2. Exploring
3. Servicing
4. Value realization

20. Service Portfolio Management
20
1. The more traditional view of “the portfolio of services that
needs to me managed” – the sum of the service pipeline,
service catalog, and retired services.
2. The alternative view of “the portfolio management of
services” in a similar way to which large companies use
“project portfolio management” tools and techniques for their
projects and programs.

21. Benefits of PPM-Style Service Portfolio Management
21
• Improving control over, and reducing, IT costs
• Helping to demonstrate the value that IT services,
and IT as a whole, delivers to the business
• Providing governance-dictated visibility into the use
of financial and people resources
• Improving decision-making and demand
management capabilities

22. 4. Better IT Asset Management
22

23. Benefits of IT Asset Management
23
1. Reduced costs
2. Improved operational efficiency
3. Higher-quality IT services and a better customer
experience
4. Improved governance, risk mitigation, and
compliance
5. Better alignment with business needs

24. 5. Financial Mgt. That Focuses on the Right Things
24

25. 25
1. Which are the most valuable services
2. Whether the cost of providing each service outweighs
the business’ perceived value obtained from it
3. Whether money could be saved by reducing service
levels
4. How to improve upon existing services to deliver even
more business value

26. Improve Your Financial Stewardship
26
1. Build a platform for better financial
2. Get access to financially-minded people
3. Start to build an IT cost model using “service
costing”
4. Make better business decisions
5. Start to position IT services in terms of business
value

27. Key Takeaways
27
1. Exploit different flavors of automation wherever possible –
enhance people and process with technology
2. Remove repetitive and cost-intensive manual tasks, including
“wheel reinvention,” from service desk operations
3. Look to business relationship management and service portfolio
management to better manage and meet customer needs – and
to help answer questions around value
4. Invest in better IT asset management, not to do so is bad
management – plus it will help to pay for other service delivery
improvements too
5. Get better at financial management before you are forced to,
cloud in particular will drive a greater need for cost transparency

28. Thank you for listening
Stephen Mann
Principal Analyst, ITSM.tools
Email: stephen@ITSM.tools
Twitter: @stephenmann @ITSM_tools

29. 29
Key Opportunity – The Smart Service Desk
-
“By 2019, IT service desks utilizing machine-learning enhanced
technologies will free up to 30% of support capacity.”*
*Apply Machine Learning and Big Data at the IT Service Desk to Support the Digital Workplace
February 2016 Analyst(s): Colin Fletcher | Katherine Lord
Meeting the needs of the digital workplace requires a knowledge-driven,
proactive IT team. A strategic organization that is forward-looking,
innovative and engaged. A smart service desk meets this criteria and
provides the tools and automation needed to stay ahead of the demands of
the modern enterprise..

30. 30
5 Applications of a Smart
Service Desk

31. 31
5 Applications of a Smart Service Desk
1. Speed Up Tech Onboarding

32. 32
5 Applications of a Smart Service Desk
2. Maintain Consistency

33. 33
5 Applications of a Smart Service Desk
3. Reduce Resolution Times

34. 34
5 Applications of a Smart Service Desk
4. Gain More Customer Insights

35. 35
5 Applications of a Smart Service Desk
5. Engage End Users

36. 36

37. 37
Real-Time Automation for ITSM Operations Powered by Artificial Intelligence
• Powerful Innovations in Machine Learning,
Big Data, Recommendation Engines,
Chatbot Responders & More
• Augmented Assistance for IT Staff for Better
Decision-Making
• Reduce Tier One Workload, Automate
Mundane Processes & Improve Customer
Satisfaction

38. 38
Get Connected
Have any questions, comments or personal stories regarding
anything you’ve seen in this webinar? We want to hear from you!
Join the discussion:
• Email Stephen Mann: stephen@itsm.tools
• Email Jaime Spector: jspector@sunviewsoftware.com

39. 39
Q & A

40. Thank You For Watching!
Jaime Spector
Product Marketing Manager, SunView Software
Email: jspector@sunviewsoftware.com
Twitter: @sunviewsoftware