get smart! malcolm fry cherwell and itsm ambassador
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Get SMArt!
Malcolm FryCherwell and ITSM Ambassador
No NOT that Get Smart
Salvador Dali
George Seurat
Claude Oscar Monet
John William Waterhouse
L S Lowry
Stephen Wiltshire
Bev Doolittle
Leon Keer
Banksy
Am I having a Dali moment?Or Is it a ….moment?
Which one do you prefer?
• Workarounds are one dimensional• Look at services with an open mind• Perception is the key
• Don’t accept vague or incomplete• Feel good is good for staff• Stay focused on staff and services
• The danger is in the detail• Precision takes time and resources• Result is not always what you wanted
Or is it one of these?
• The struggle for 100%• You need a team dream• The clearer the dream the better the results
• Don’t manage chaos eliminate chaos• Plan - get involved in change etc.• Get involved in new services - questionnaire
• You can achieve great services with guts• Document quality AND performance• Develop staff to meet their potential
Or maybe one of these?
• Always review before accepting• Look for hidden anomalies• Learn from experience – knowledge
• Keep your ITSM perspective• Go to the correct meetings• Look from every angle – customer first
• Make your presence felt• Issue reports that impress• ITSM will inherit the world
If you ran an art museum!!!
Lowe Museum Miami
ChangeManagement
Service Asset and
Configuration Management
Release andDeploymentManagement
EventManagement
IncidentManagement
RequestFulfilment
ProblemManagement
Service Desk
AccessManagement
IT Operations Management
(Control & Facilities)
ITIL Processes - The Action processes
ChangeManagement
Service Asset and
Configuration Management
Release andDeploymentManagement
EventManagement
IncidentManagement
RequestFulfilment
ProblemManagement
Service Desk
AccessManagement
IT Operations Management
(Control & Facilities)
ServiceCatalogue
Management
Service LevelManagement
Service Validation
andTesting
ChangeEvaluation
KnowledgeManagement
The seven-stepimprovement
process
ITIL Processes - The Influencers processes
ChangeManagement
Service Asset and
Configuration Management
Release andDeploymentManagement
EventManagement
IncidentManagement
RequestFulfilment
ProblemManagement
Service Desk
AccessManagement
IT Operations Management
(Control & Facilities)
ApplicationManagement
AvailabilityManagement
CapacityManagement
Demand Management
TransitionPlanning and
Support
TechnicalManagement
ServiceCatalogue
Management
Service LevelManagement
Service Validation
andTesting
ChangeEvaluation
KnowledgeManagement
The seven-stepimprovement
process
ITIL Processes – The Resourcing processes
ChangeManagement
Service Asset and
Configuration Management
Release andDeploymentManagement
EventManagement
IncidentManagement
RequestFulfilment
ProblemManagement
Service Desk
AccessManagement
IT Operations Management
(Control & Facilities)
ApplicationManagement
AvailabilityManagement
CapacityManagement
Demand Management
TransitionPlanning and
Support
TechnicalManagement
FinancialManagement
forIT Services
IT ServiceContinuity
Management
ServicePortfolio &
projectManagement
InformationSecurity
Management
SupplierManagement
Strategy Management
forIT services
BusinessRelationshipManagement
Designcoordination
ServiceCatalogue
Management
Service LevelManagement
Service Validation
andTesting
ChangeEvaluation
KnowledgeManagement
The seven-stepimprovement
process
ITIL Processes - The Underpinning processes
ChangeManagement
Service Asset and
Configuration Management
Release andDeploymentManagement
EventManagement
IncidentManagement
RequestFulfilment
ProblemManagement
Service Desk
AccessManagement
IT Operations Management
(Control & Facilities)
ApplicationManagement
AvailabilityManagement
CapacityManagement
Demand Management
TransitionPlanning and
Support
TechnicalManagement
FinancialManagement
forIT Services
IT ServiceContinuity
Management
ServicePortfolio &
projectManagement
InformationSecurity
Management
SupplierManagement
Strategy Management
forIT services
BusinessRelationshipManagement
Designcoordination
ServiceCatalogue
Management
Service LevelManagement
Service Validation
andTesting
ChangeEvaluation
KnowledgeManagement
The seven-stepimprovement
process
Check Do Act
Plan
ITIL Processes - The complete view
ChangeManagement
Service Asset and
Configuration Management
Release andDeploymentManagement
EventManagement
IncidentManagement
RequestFulfilment
ProblemManagement
Service Desk
AccessManagement
IT Operations Management
(Control & Facilities)
ApplicationManagement
AvailabilityManagement
CapacityManagement
Demand Management
TransitionPlanning and
Support
TechnicalManagement
FinancialManagement
forIT Services
IT ServiceContinuity
Management
ServicePortfolio &
projectManagement
InformationSecurity
Management
SupplierManagement
Strategy Management
forIT services
BusinessRelationshipManagement
Designcoordination
ServiceCatalogue
Management
Service LevelManagement
Service Validation
andTesting
ChangeEvaluation
KnowledgeManagement
The seven-stepimprovement
process
Check Do Act
Plan
ResourcingComponents
Continual ServiceImprovement
The seven-step improvement process
InfluencingComponents
Service Transition
Transition Planning andSupport
Service Asset & Configuration Management
Service Validation andTesting
Change Evaluation
Knowledge Management
Change Management
Release and DeploymentManagement
Service Operation
Technical Management
ApplicationManagement
Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Service Desk
IT Operations Management
ActionComponents
Service Design
Availability Management
Capacity Management
Service CatalogManagement
Service Level Management
IT Service ContinuityManagement
Information SecurityManagement
Supplier Management
Service Strategy
Demand Management
Financial Management
Service PortfolioManagement
Strategy Generation
UnderpinningComponents Design coordinationBusiness Relationship
Management
Change Management
Service Asset & Config. Management
Release and DeploymentManagement
Service Validation andTesting
Service Transition
Event Management
Incident Management
Request Fulfilment
Problem Management
Service Desk
IT Operations Management
Service Operation
Service CatalogManagement
Service DesignContinual Service
ImprovementService Strategy
Underpinning Components
Resourcing Components
Influencing Components
Action Components
Required components
AdditionalRequirements
Service Level Management
Service Support
©malcolmfry
Art is everywhere just look for it
Bev Doolittle
Thanksmalcolm@malcolmfry.com
ThanksMalcolm Fry
ITSM and Cherwell Ambassador
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