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LANDESK SOFTWARE CONFIDENTIAL
ITSM Discussion
Marcel Shaw - Sr Systems Engineer for LANDESK www.marcelshaw.com
LANDESK SOFTWARE CONFIDENTIAL
http://www.itoa-landscape.org/ http://marcelshaw.com/2015/02/time-add-operations-analytics-itoa-itsm-itam-solution/ https://www.sysaid.com/blog/entry/15-itsm-tips-for-2015-part-1
LANDESK SOFTWARE CONFIDENTIAL
LANDESK SOFTWARE CONFIDENTIAL
ITIL is a best practice framework that has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM)
ITIL – Defined – Official Definition
LANDESK SOFTWARE CONFIDENTIAL
ITIL – Defined – Layman’s Definition
ITIL is an integrated set of best-practice processes for delivering IT services to customers
LANDESK SOFTWARE CONFIDENTIAL
ITIL – Defined – My Definition
ITIL is using common sense in IT
LANDESK SOFTWARE CONFIDENTIAL
Two Premises of ITIL
! Create comprehensive, consistent and coherent standards of best practice for quality IT Service Management promoting business effectiveness in the use of IT
! Encourage private sector to develop ITIL-Related services and products
LANDESK SOFTWARE CONFIDENTIAL
! Getting everyone to follow instructions
! Taking it outside of the organization
Two Premises of ITIL
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ITIL Philosophy – adopt and adapt
The nature of ITIL is evolutionary. When taken seriously, ITIL continues to get more consistent and comprehensive creating a best practices framework.
LANDESK SOFTWARE CONFIDENTIAL
Why is ITIL so successful?
! ITIL is non-proprietary ! ITIL is non-prescriptive ! ITIL is best practice ! ITIL is good practice
LANDESK SOFTWARE CONFIDENTIAL
Why should you adopt ITIL?
! Improve Service Quality ! Cost Advantage ! Pro-active IT Management
LANDESK SOFTWARE CONFIDENTIAL
Why ITIL is not adopted?
! Value is difficult to specify ! No instant gratification ! No management commitment ! Don’t know where to start ! IT doesn’t follow it’s rules
LANDESK SOFTWARE CONFIDENTIAL
Organizational Makeup of ITIL
People
Products
Partners
Processes
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The Differences Between ITIL and ITSM
! ITIL is a framework, ITSM is a concept
! ITSM includes ITIL along with other frameworks
! Other frameworks used in ITSM are ITAM, COBIT, Agile, DevOps, Kanban, etc.
ITSM
LANDESK SOFTWARE CONFIDENTIAL
What is ITSM
By Definition: ! Service Management is the overall solution philosophy to
maximize the value that technology brings to the business. It is a set of specialized capabilities for providing value to customers in the form of services. Service Management also brings transparency to IT Operations and encourages IT and business partners alike to speak the same language
! A Service is a means of delivering value to customers by facilitating the outcomes customers expect and want to receive
ITSM
LANDESK SOFTWARE CONFIDENTIAL
Evolution of ITSM
ITSM Traditional IT
Technology Focus
“Fire fighting” Reactive
Users Centralized, done in-house
Isolated, silos “One off”, adhoc
Informal processes IT internal perspective Operational specific
IT Process
Process Focus Preventative
Proactive Customers
Distributed, sourced Integrated, enterprise-wide Repeatable, accountable
Formal best practices Business perspective
Service orientation
Becomes
LANDESK SOFTWARE CONFIDENTIAL
2014 the year of the breach
! 43% of companies have experienced a data breach in the past year
! 80% of the breaches "had a root cause in employee negligence
LANDESK SOFTWARE CONFIDENTIAL
Where do you start?
! Keep it simple ! Define your services – Service
Portfolio ! Publish to your customers –
Service Catalog ! Assess and refine
LANDESK SOFTWARE CONFIDENTIAL
What are some of the IT services your customers consume?
! Computer and Device Support ! Accounts and Access ! Email and Calendar ! Web and application services ! Network and Wireless ! Telecommunications
LANDESK SOFTWARE CONFIDENTIAL
So you defined your services now what?
LANDESK SOFTWARE CONFIDENTIAL
IT Self-Service empowers end-users to solve their own IT-related issues, helps reduce service and support costs and increases end-user satisfaction
Try Starting with Self Service
“While 40% of IT service and support requests can be resolved through self-service, only about 5% actually are”
David M. Coyle, VP Research, Gartner
LANDESK SOFTWARE CONFIDENTIAL
Some Statistics
75% prefer to use online support
91% would use an online knowledgebase
40+% contact a call center after they can’t find answers to their question via self-service
Up to 50% of “How do I …?” calls could be deflected to self-care channels
LANDESK SOFTWARE CONFIDENTIAL
Key Drivers for IT Service
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Add the Service Catalog
! Standardize Offerings ! Ensures IT define the services it offers ! Publish and communicate offerings to
your customer ! Increases efficiency
LANDESK SOFTWARE CONFIDENTIAL
Service Catalog - Process
! Request ! Control ! Deploy ! Subscribe ! Remove ! Communicate
Use Method not Madness
People + Process + Technology
LANDESK SOFTWARE CONFIDENTIAL
Service Catalog - Entitlement
! Publish by customer / group / role
! Request type – once vs many ! Bundled services
Think - Who, what, why
People + Process + Technology
LANDESK SOFTWARE CONFIDENTIAL
Sprinkle In Some Automation
! Password reset ! Customer account creation ! Software installation ! File share access ! Customer information change ! You can’t automate everything
start with the simple stuff.
LANDESK SOFTWARE CONFIDENTIAL
Thank You