brady orand -trainer in service
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8/8/2019 Brady Orand -Trainer in Service
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2006 Column Technologies, Inc.
http://www.columnit.com
ITIL ROCKS!But where do I start?
Name Brady Orand
Title ITIL Practice Manager
Date May 4, 2006
Column Technologies, Inc.
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2006 Column Technologies, Inc.
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ITIL SaysTIL Says
Begin with the source of greatest pain andquickest benefit
Typical first adoptions are with Incident Management
Change Management
Service Desk
Problem Management
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2006 Column Technologies, Inc.
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Howeverowever process development without an overall vision will
result in rework being required.
Number of rooms: 160
Cost: $5,500,000
Date of Construction: 1884 - September 5, 1922
Number of stories: Prior to 1906 Earthquake - 7;presently 4
Number of windows: Frames 1,257; panes approx.10,000
Number of doors: Doorways 467, doors approx. 950Number of fireplaces: 47
Number of bedrooms: Approx. 40
Number of kitchens: 5 or 6
Number of skylights: Approx. 52
Number of gallons of paint required to paint entire
home: Over 20,000
Blueprints available: No, Mrs. Winchester never had amaster set of blueprints, but did sketch out individualrooms on paper and even tablecloths!
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2006 Column Technologies, Inc.
http://www.columnit.com
Establishing Visionstablishing Vision IT Service
Management Service is THE key
concept
Service is the vision
Establishing Vision What do we want it
to look like?
Develop plans Begin construction
within the plans
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2006 Column Technologies, Inc.
http://www.columnit.com
Imagine Thismagine This Reports
Delivering Service Impacts to business customers
Communicating Change by service Identifying costs of individual services
Provisioning Establishing lead times for new PCs
Customer requests come in advance of need Delivery of services becomes a regular, well-known occurrence
Support Incidents based on business priority Focus of resources based on greatest benefit/need
Planning Understanding need based on business trends
Consistency Business knows who to talk to with respect to Services Business understands their responsibilities to IT Business communicates with IT more effectively IT delivers high-quality Services consistently
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2006 Column Technologies, Inc.
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Service ManagementConstruction
Planning for Services
Blueprint
Foundation
Framing
Plumbing & Electrical
Finishing
Roofing
Service Vision
Service Modeling
Process Designs
Process Implementation
Service Reporting
Service PlanningProjectPla
nning
ProjectPla
nning
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2006 Column Technologies, Inc.
http://www.columnit.com
What is a Service?hat is a Service? Service is a human
concept
There are no physicalentities that you can pointto and say This is a
Service
Services are made up of
People
Process Technology
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2006 Column Technologies, Inc.
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Business
Foundations ofoundations ofServiceervice
Configuration Management Database
Supporting ITIL Processes
Service Catalog
Administration Product Sales Fulfillment Support
Service Desk
Service Publication
Communication
Service Definitions
Service Modeling
Service CustomersService Users
Delivery of Services
Support of Services
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2006 Column Technologies, Inc.
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How Services Helpow Services HelpDecision Makingecision MakingIncident
Management
Problem
Management
Change
Management
Release
Management
Service LevelManagement
FinancialManagement
CapacityManagement
AvailabilityManagement
ITSCManagement
Incident Classification
Incident Prioritization
Incident Reporting
Impact Assessment
Problem Classification
Problem Prioritization
Problem Reporting
Impact Assessment
Change Classification
Change Prioritization
Change Scheduling
Change Reporting
Impact Assessment
Release Planning
Release Prioritization
Release Reporting
Impact Assessment
Costs of Service
Value of Service
Service Planning
Business Alignment
Focused Improvements
Budgeting
Planning
Business Alignment
Planning
Budgeting
Prioritization
Impact Assessment
Prioritization
Planning
Reporting
Budgeting
Impact Assessment
Prioritization
Planning
Reporting
Budgeting
Impact Assessment
Relative Importance
Prioritization
Business Priority
Impact Analysis
Reporting
Communication of ValueCultural Transformation
Overall
Configuration
Management
Service Modeling
Reporting
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2006 Column Technologies, Inc.
http://www.columnit.com
Establishing Servicestablishing ServiceDefinitionsefinitions
Administration
Manufacturing
Sales
Fulfillment
Product Support
Sales and Marketing efforts
focused on attracting new
customers and retaining
existing customers
Creation of new products and
or services for delivery to
customers. Includes
manufacturing and inventory
control
Supporting products and/or
services at the customer
location. Includes product
support and returns
Delivery of products and/or
services to customers.
Includes distribution, delivery,
logistics.
Operational groups supporting
all business groups. Includes
finance, HR, executives, IT
Service definitions stem from the basic business
organizations
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2006 Column Technologies, Inc.
http://www.columnit.com
IT Perspective
Business PerspectiveBusiness AppsSub ServiceBusiness Service
Anatomy of a Servicenatomy of a Service
Sales
Ordering
Direct Sales
Marketing
Catalog
Online Ordering
Web Server
Database
File Server
App Server
The business perspective of services is radically
different from ITs. This perspective must be kept in
mind when establishing service definitions for
business.
Network
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2006 Column Technologies, Inc.
http://www.columnit.com
Designing Servicesesigning Services
Starting with the Five Business Operations Identify your sub-Services Identify the user perspective
Understand shared Services Email
Desktop Support
Make a list of services Categorize Services Create description Whats included?
Understand the Customer Who is responsible for this Service from the
business?
Understand the Users Who uses this Service on a regular basis?
The business perspective of services is radically different from ITs. This perspective must be kept
in mind when establishing service definitions for business.
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2006 Column Technologies, Inc.http://www.columnit.com
The Businesshe BusinessPerspectiveerspective Next Step
Present your list of Services to yourCustomers
Beginnings of conversation
Allows for better understanding ofServices
Provides business input and perspective
Provides understanding of priorities
Establishes Value for Money (VfM)
Compare your Service list with needs ofbusiness
Negotiate with business Customerswhat services they require and what youcan provide
Redefine the list according to businessneeds
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2006 Column Technologies, Inc.http://www.columnit.com
Common Mistakesommon Mistakes IT Says
Our Services are Change Management,Patch Management, Software Distribution...
IT dictates Services to Customers
IT does not focus on what the customerwill buy
Services are inappropriately defined
Customers are not communicated with
Failure to define Service owners
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2006 Column Technologies, Inc.http://www.columnit.com
Next Stepsext Steps Use list of Services as a
fledgling Service Catalog Develop Roadmap to deliver
Services
Design support efforts aroundServices
Continue to improve Services
Establish formal Service Level
Management process
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2006 Column Technologies, Inc.http://www.columnit.com
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