Brief summary about Virtual learning: - lifelong learning and virtual learning; - advantages and opportunities/risks and constraints; - types of virtual learning; - tools; - examples.

1. IT SERVICE MANAGEMENT
FOR NON-TECHNICAL
MANAGERS AND EMPLOYEES
Danil Dintsis
Ph. D., PMP®, EXIN® accredited trainer
www.i-mokymas.com
info@i-mokymas.com
consult@Dintsis.org
(HOW CAN YOU EFFECTIVELY WORK
WITH YOUR IT PEOPLE)

2. BRIEF ABOUT THE PRESENTER
 Ph. D. in System Analysis (Doctorate degree, ISCED verified)
 Ph.D. in Technical management (Candidate degree, ISCED
verified)
 Portfolio manager and IT consultant, teacher and coach for 15+
years with the following certifications:
 PgMP (Program and)PMP® (Project Management professional)
 EXIN accredited trainer for ITIL®, MOF®, Cloud computing, Operation
services and Analysis (OSA®)

3. AUDIENCE OF THE WEBINAR
 Financial managers, bookkeepers
 Designers and artists
 CAD engineers
 Office employees
 Many – many others!...
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4. IT – IS A PROBLEM, BUT SOLUTION AS WELL!
How ITSM
may help us?
Or a part of
solution
Information
Technologies
Is it a problem?

5. WHAT IS ITSM
Measurable
targets for IT
IT supports
Main business
IT as a Service Business-IT
alignment

6. STEP1. ALIGN YOUR BUSINESS NEEDS
WITH IT TOOLS

7. DEFINE IN SIMPLE WORDS:
WHY DO YOU NEED IT SERVICES
 Designer: “I need Adobe Photoshop, Corel, I need a colored printer and Internet
access to search images, examine new trends by competitors”.
 Bookkeeper: “ I need a stable bookkeeping system, especially at the reporting
periods. I need updates for all tax regulations…”
 Salesman: “I want to see relationship and purchasing history for each customer, its
calendar events. E-mail and VoIP collaboration MUST be integrated. I should have
access to the CRM system from any location”
 Top manager: “I need reports, analytical information, 24h access to my e-mail
account, fast calls to my assistants”

8. WHAT INFLUENCE MAY IT HAVE
ON MAIN BUSINESS PROCESSES
 What are the risks and opportunities of using IT services?
 What is the value added by IT?
 How can we measure IT service value?

9. SERVICE CATALOGUE -
CHOOSE SERVICES YOU REALLY NEED
 Service catalogue contains full and transparent set of services, KPIs, and
components

10. SERVICE CATALOGUE: STEP TO TRANSPARENCY
 SC includes at Business level:
 Service attributes
 Support days and hours
 Service manager
 Service KPIs (for example, Availability level, Restoration time in case of a failure,
consulting services, regular updates, etc.)
 Thresholds:
 No more than 3 seconds to restore a critical service (Internet banking system)
 No more than 4 hours to restore Corel Draw (re-install)
 Reporting tools and periods, e.g:
 Excel
 Dashboards…
 Escalation contacts
 Service cost

11. STEP 3. SERVICE LEVEL AGREEMENT
 Agreement between IT Department/outsourcing provider and business
department
 Regulates certain service conditions, KPIs, and interaction procedures for a
single IT service or a group of IT services provided for this business unit
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12. SLA PROCEDURES EXAMPLES
 Call process procedure
 RFC process
 Regular activities procedure
 KPIs
 Control procedure
 Escalation procedure
 Third-party dependencies (e.g. Internet provider and/or external
Datacenter)
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13. CONTROLLING SLA – CLEAR VISION
OF IT ACHIAVEMENTS
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14. STEP 4. CSI – IMPROVE CONTINUOUSLY
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15. THANK YOU!
 .
www.i-mokymas.com
info@i-mokymas.com
https://www.facebook.com/ismanusism

LET’S STAY IN TOUCH