[webinar] 5 ways to run it like you mean business
Post on 15-Jan-2017
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+5 Ways to Run IT Like You Mean Business
Hosted By:Adam OBrienProduct Marketing ManagerSunView Softwareaobrien@sunviewsoftware.com
Guest Speaker:Andrzej Gadomski, MSc, ITIL Expert Senior Specialist, ITSMExecutive Service Management Consulting
Housekeeping
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• This webinar will be available shortly after its conclusion• Share this webinar and check out the supplemental webinar ‘4
Ways to Reduce Costs and Increase IT Value with a Modern Service Desk’
• Have a question regarding anything that is covered during this webinar? Use the BrightTalk ‘Ask A Question’ window to submit your question to the webinar panel!
Today’s Presenters
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Adam OBrien• Product Marketing Manager• SunView Software
@TheAdamOBrien
Andrzej Gadomski, MSc, ITIL Expert
• Senior Specialist, ITSM
• Executive Service Management Consulting
• Board Member – itSMF Canada
Agenda
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• IT is the Business, and the Business is IT
• Key Opportunity
• 5 Ways to Run IT Like You Mean Business
• Recommendations/Next Steps
• Q&A
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IT is the Business&
The Business is IT
A Cultural Transformation
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What Is Usually Wrong
No Service Culture
Outdated Technology Poor
Processes
No Reporting
No Business Alignment
Lack of Communication
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Objectives
Common Objectives
Define Services
Reduce Costs
Improve Customer
Satisfaction
Efficiency and
Effectiveness
Eliminate Silos
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Continual PlanStabilize
Workforce
Invest in People
Set StandardsImprove Practices
Repeat
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Plan and Stabilize
New job descriptionsPosition transfer plan
Training and development
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Invest in People
Core Skills Training
Customer Service
Orientation
Collaboration vs Silos
Career Developmen
t
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Core Competencies
Results
Oriented
Time Management
Continual Improvement
Collaboration and Teamwork
Customer Service
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Benefits of ITIL Framework
Time Management
Continual Improvement
Collaboration and Teamwork
Customer Service
Delivers a single, defined, scalable, repeatable and documented framework.
Defined services. Defined roles and responsibilities.
Delivers reduced and justified cost.
Helps with governance.
Improved information and communication.
Defines and measures. Continual improvement.
Improved relationship. Better trust between business and IT.
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How To Do It – Common Approach
Time Management
Continual Improvement
Collaboration and Teamwork
Customer Service
Training campaign
Communication
Assessment of current environment
Selection of processes to improve
Project plan
Execute the plan
Celebrate the success
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Development Approach
Time Management
Continual Improvement
Collaboration and Teamwork
Customer Service
Process Assessment
Process Definition
Process Design
Documentation
Implementation
Governance
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Tool Selection
Time Management
Continual Improvement
Collaboration and Teamwork
Customer Service
Develop Requirements
Tools Review
Tool Selection
Implementation
Go Live
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Service Improvements
Time Management
Continual Improvement
Collaboration and Teamwork
Customer Service
Defined Services
Service Owners
Service Catalogue
Lean Methodology• Applications• Infrastructure• Technical
Support
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Lessons Learned
Time Management
Continual Improvement
Collaboration and Teamwork
Customer Service
EmpowermentStakeholdersPartnersMomentum
Old HabitsDistractionsFunding Low Expectations
What Work
ed
Challenges
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Summary
Time Management
Continual Improvement
Collaboration and Teamwork
Customer ServiceSERVICE
MANAGEMENT
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Adam OBrien• Product Marketing Manager
• SunView Software
@TheAdamOBrien
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Key Opportunity
A cross-enterprise perspective on information and processes, supported with technology, helps break down data ownership silos, send information flows up and down management chains and across functions, and drive optimum decision-making.”
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Source: Smarter with Gartner - The 360-degree Approach to IT Cost and Value Optimization
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5 Ways to Run IT Like You Mean Business
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5 Ways to Run IT Like You Mean Business
1. Align IT and Business Strategies
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5 Ways to Run IT Like You Mean Business
2. Consolidate IT Infrastructure
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5 Ways to Run IT Like You Mean Business
3. Collaborate Across The Business
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5 Ways to Run IT Like You Mean Business
4. Track Performance
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5 Ways to Run IT Like You Mean Business
5. Celebrate Victories
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Recommendation – A Unified ITSM Platform
ITSM platform that supports
the entire business
Eradicate multiple sources of input and streamline
support
Leverage a unified platform for total visibility
ITSM platform modules
designed to fit your business
needs
Codeless configuration that match organizational needs
Quickly deploy modules to support any business process
ITSM platform that supports automations, reporting, and
persona dashboards
Automate processes, track company wide
goals and KPIs
Improve collaboration, streamline efforts
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Best-Value Service Management Platform for The Entire Organization
ITIL-Based Processes
Codeless Configurations
Persona-Based Dashboards
Responsive Design Self-Service
Integrated Line-of-Business Modules
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Get Connected
Do you have any personal experience or additional questions regarding the topics we covered today?
Get into the discussion:
• Email Andrzej: esmc@live.ca• Email Adam: aobrien@sunviewsoftware.com
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Q&A
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About ESMC
Executive Service Management Consulting is the training and consulting organization located in Waterloo, Ontario, Canada.
• We deliver Service Management training and consulting primarily for public sector organizations like universities, school boards and colleges.
• We have 40 years of academic, administrative and technical experience in university environments.
• We have experience with corporate and manufacturing organizations.• We have a clear understanding of unique organizational requirements.
Thank You!If you would like to find out more visitwww.SunViewSoftware.com
LinkedIn.com/companies/sunview-software-inc-Twitter.com/SunViewSoftwareFacebook.com/SunViewSoftware
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