#tft14 ryan ogilvie - what the hell is it doing?
TRANSCRIPT
Ryan Ogilvie
What the hell is IT doing?
Presented by
Ryan Ogilvie
Twitter:@ryanrogilvie Blog: Service Management Journey Linkedin: ca.linkedin.com/pub/ryan-ogilvie/2b/183/873
What the Hell is IT Doing?
#TFT14
What the Hell is IT Doing?
Is it really that bad?
• What are we missing?
• We “do” ITIL yet we don’t always see the results we are hoping for
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Where are we going?
If you don't know where you're going, any road will get you there. - Lewis Carroll
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Why we plateau
• Mentality
• Need to think in terms from business experience
• Get out of the rut of thinking like IT – Us vs Them
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Why we plateau
• Process Centric
• Always looking at the same things
• Very easy to look incidents
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Look at some other processes
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• A rebrand may be required
• How will this improve our ability to achieve business outcomes
• Pain vs Pleasure
Marketing 101
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Knowledge
• What does knowledge pertain
▫ CMS
▫ Knowledge articles via portal
▫ Business knowledge
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Knowledge
• Top benefits
▫ Incident
Reduction
▫ Improved business understanding
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Knowledge
• Top challenges ▫ Buy - in
▫ Management of information
▫ Staying current
▫ WORN
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Knowledge
• How do we accomplish our goals
• If Big Daddy Kane was in our position he might say, “ITSM ain’t easy…”
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Event Management
• Operational monitoring
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Monitoring types
• System monitoring : • Watches CPU load, free
memory (RAM), disk space etc. SNMP based hardware monitoring, etc.
• Dependency monitoring : • Checks web server
processes, web server states , %CPU consumption, RSS, etc.
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• Integration : • Tracks third party or
other integration points
• Business activity monitoring: • Records KPI or key
performance indicators like successful transactions per day
Monitoring Services
• What does a monitored service look like?
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Monitoring Services
• What does a monitored service look like?
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Reporting
• Remember if you cant measure it you cant manage it
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Reporting
• Don’t make it over complicated
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Reporting
• Small moves
• Don’t make it over complicated
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Reporting
• Here are our objectives
• Here are our reports on them
• This is our strategy for improvement
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However beautiful the strategy you should occasionally look at the results - Winston Churchill
Wrapping it all up
"You miss 100% of the shots you don't take."
Wayne Gretzky
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Twitter:@ryanrogilvie Blog: Service Management Journey Linkedin: ca.linkedin.com/pub/ryan-ogilvie/2b/183/873/
#TFT14
Questions?
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