#tft14 howard kendall, never mind the b******s
TRANSCRIPT
Howard Kendall
Never mind the B******s, this is for real!
www.servicedeskinstitute.com
Never mind the B******s, this
is for real!
Howard Kendall – SDI Founder
February 2014
Surprise | Delight | Inspire
www.servicedeskinstitute.com
Surprise | Delight | Inspire
A Brief History
The Service Desk Institute was founded in 1988
We are Europe’s only support network for IT Service Desk professionals, and its 800 organisation members span numerous industries.
Acting as an independent adviser, SDI captures and disseminates creative and innovative ideas for tomorrow’s service desk and support operation.
SDI sets the best practice standard for the IT support
industry and is the conduit for delivering knowledge and
career enhancing skills to the professional community,
through membership, training, conferences, events and
industry awards.
The SDI offers the opportunity for international recognition of the support centre operation through its globally recognised Service Desk Certification programme.
www.servicedeskinstitute.com
Agenda
• This is MY view. Yes, many of the ideas fit with SDI’s ethos and standards, but some won’t. I might get irreverent.
• The ITSM and Service Desk landscape
• Why so much B******* out there
• Any good stuff?
• And now what to do with it!
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And Guess What?
• Outside market influence
• Vested interests & money…..
• New? Really?
• Thought – brilliant idea before the money!
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Where we start
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So where are we?
• Mature industry
• Importance high
• Dependence growing
• Knowledge high
• Patchy performance
• Patchy perception
• Erratic business value
• Rubbish promotion
www.servicedeskinstitute.com
What’s out there?
• AGILE + DEVOPS
• LEAN, SIX SIGMA, EFQM
• BIG CUSTOMERS data
• SFIA
• VOICE BIOMETRICS
• APPS + BYOD shadow it
• SCRAP SERVICE DESK
• BASIC ITSM
• COMMON SENSE
• ITSMF BIG 4
• GURUS/CONSULTANTS
• OBASHI
• MITUS
• 6,7,8, 300 STEPS
• BSI + ISO STANDARDS
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Agile Method….
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DEVOPS
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Been here!
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Scrum down!
• Backlog target
• Agile sprinting
• Teams work in unison
• Common goals/methods
• Agreed measures
But aren’t we doing this already?
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Quality Methods
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Look Familiar?
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Your next steps – SIX !!
1. Tailored research
2. Cherry pick best stuff
3. Review - work with your current ? - assess work ?
a. Decide - update or replace
b. Pilot ‘new’ and tweak
c. Set fresh targets, measure success, refine as needed
SIMPLE, HUH?
www.servicedeskinstitute.com
Surprise | Delight | Inspire
Thank You!
21 High Street
Green Street Green
Orpington
Kent
BR6 6BG
01689 889100
@sdi_institute
Q&A
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