ITSM is Killing Your Business!
Matthew Hooper
@VigilantGuy
President, Commercial Services
Integrated Solutions Management
www.ISM4IT.com
@ISM4IT
#ITSHIFT
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TRUSTED | ETHICAL | PASSIONATE | EXPERIENCED
Background
Matthew Hooper
President of Commercial Services
@VigilantGuy
Mhooper@ism4it.com
For over 20 years Matt has instituted methodologies for business
intelligence and optimization. Leveraging technology to drive
business outcomes, he has built an industry reputation for his highly
effective approach to performance engineering and process
integration. An industry advocate for Service Management
strategies and best practices around ITIL, CObIT, Matt serves on the
board of SIM (Society of Information Management) and SHIFT, the
community of IT Transformation experts (ITshift.org). Matt is a
frequent industry speaker at local and national conferences, and
former co-founder/host of ITSM Weekly the Podcast.
Find Matt:
Vigilantguy.com
itSHIFT.org
Proprietary Shift Media Inc. - www.ISM4IT.com
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ITSM for who?
IT is no longer a department.
IT is the core competency of
all business functions.
The greater the ability to leverage
information, the stronger and more
sustainable a business will become.
Proprietary Shift Media Inc. - www.ISM4IT.com
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Business.So/Yesterday
“HELP!”
End User
Service Desk
End User calls Help Desk
Verifies application
issue, notifies Ops
?
Admins
? ?
?
Collection of evidence,
diagnosis, escalation
? ?
?
Ops
?
Collection of evidence,
diagnosis,
reassignment
? ?
Customer
Impact
The affect on
business
Development
Diagnosis and review,
final assessment
App Support
Team assembly and
review of issue,
collection of evidence
Problem Solved
Ops
Rollout Fix
Proprietary Shift Media Inc. - www.ISM4IT.com
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MIND
Queue
Management
Service
Management
GAP
Business
Management
Proprietary Shift Media Inc. - www.ISM4IT.com
Business
Agility
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Queue Management
• Objective: Fulfill or resolve incoming requests
• Goal: Facilitate requests
• Activities:
–
–
–
–
Log Calls, Emails, Drive-by’s, Etc…
Label cases with a unique ticket #
Assign tickets to appropriate personnel
Monitor volume and load of requests (Queue depth)
• Strategic benefits:
– Reduce call time, wait time and open time
– Improve customer interaction
• Limitations:
– Reactive in nature; waits for needs, issues, or request before
engaged
– Focuses on resources and volume
Proprietary Shift Media Inc. - www.ISM4IT.com
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Queue Management
Queue Manager
Incidents
Assets
Requests
Metrics:
Average Time to Answer
Average Open Time for Tickets
# of Incidents per Day
# of Requests per Day
# of Asset requests per Day
Proprietary Shift Media Inc. - www.ISM4IT.com
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Queue Management Flow
“HELP!”
End User
End User calls, emails,
walks up to Help Desk
?
Ticket
Help Desk
Ticket Closed
Logs request. Provides
ticket number. Assigns
to support staff based
on best guess.
Closed state
No knowledge
captured
?
Oh $%!^
?
Admins
App Support
Ops
Looks at logs for errors.
Checks systems are on-line
Works for them..
Or does it.
Nothing’s changed
here.
Proprietary Shift Media Inc. - www.ISM4IT.com
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Service Management
• Objective: Deliver improved levels of service
• Goal: Leverage processes to improve service delivery
• Activities:
–
–
–
–
Align resources & capabilities to services
Control changes to assets supporting services
Create agreements for services across organization
Monitor processes for quality and timeliness
• Strategic benefits:
– Increase visibility of systems relationship to business outcomes
– Identify inefficiencies in standards, process & controls
• Limitations:
– Still reactive in nature
– Focuses on processes and controls
Proprietary Shift Media Inc. - www.ISM4IT.com
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Service Management
Self-Service
Portal
Knowledge
Service Manager
Incidents
Requests
Problem
Changes
KB
Config
Metrics:
First Tier Call Resolution
On-Target SLA’s
Assets under Management
# of Changes Managed
Assets
Proprietary Shift Media Inc. - www.ISM4IT.com
11
Service Management Flow
“HELP!”
End User
Service Desk
End User calls, emails,
walks up to Service Desk
Logs request. Searches
Knowledgebase.
Resolves if possible
Ticket
Knowledge
Ticket Closed
Closed state
Knowledge captured
Admins
Event Management
detects Load Balancer to
Blame.
Ops
App Support
Uninterrupted!
Uninterrupted!
Proprietary Shift Media Inc. - www.ISM4IT.com
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Business Service Management
• Objective: Increase stakeholder value
• Goal: Leverage IT to create business opportunities
• Activities:
– Use IT as a competitive advantage to drive business results
– Establish brand around IT capabilities
– Leverage commodity resources for cost efficiency
(Cloud/Outsource)
– Implement changes based on ROI instead of resource load
• Strategic benefits:
– Increase profitability of business functions
– Reduce risks and technical debt
• Limitations:
– Reacts to market conditions and business demand
– Business intelligence sits in silos
Proprietary Shift Media Inc. - www.ISM4IT.com
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Business Service Management
Portal
Self-Service
Knowledge Provisioning
Service Manager
Event
Incidents
Requests
Problem
Changes
KB
Auto
Config
Assets
Key Metrics:
Component failure vs. Incidents Reported
Releases vs. Incidents Reported
Cost of downtime
Proprietary Shift Media Inc. - www.ISM4IT.com
14
Business Management Flow
“HELP!”
Self-Service
Provisioning
End User
End User is Self-Reliant.
Uses Self-Service request
system if unable to resolve.
Request
Knowledge
Support Center
Escalation point for
unresolved issues or
requests. Helps
navigate to appropriate
support staff.
Ticket Closed
Closed state
Knowledge captured
Proprietary Shift Media Inc. - www.ISM4IT.com
15
Business Management Flow
“HELP!”
Self-Service
Support Center
End User
End User is Self-Reliant.
Uses Self-Service request
system if unable to resolve.
Knowledge
Incident
Escalation point for
unresolved issues or
requests. Helps
navigate to appropriate
support staff.
Ticket Closed
Closed state
Knowledge captured
Proprietary Shift Media Inc. - www.ISM4IT.com
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Business Management Flow
Outage
Notice
Self-Service
Support Center
End User
End User is
successfully working
Uninterrupted!
Knowledge
Incident
Ticket Closed
Closed state
Knowledge captured
Event
Admins
Event Management
detects Load Balancer to
Blame.
App Support
Outsourced!
Proprietary Shift Media Inc. - www.ISM4IT.com
Ops
Outsourced!
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Business Agility
• Objective: Increase ability to deliver new offerings
• Goal: Become or maintain market leadership
• Activities:
–
–
–
–
Utilize business intelligence to accelerate business decisions
Increase departmental technology independence
Accelerate adoption and frequency of changes
Correlate customer demands to technology capabilities
• Strategic benefits:
– Creates real-time feedback loops to technology drivers
– Enables faster adoption of change
• Limitations:
– Data captivity and access
– Governance, compliance and regulation constraints
Proprietary Shift Media Inc. - www.ISM4IT.com
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Business Agility Management
Self-Service
Portal
Knowledge
KB
Auto
Provisioning
Service Manager
Event
Incidents
Requests
Problem
Changes
Config
Assets
Portfolio
Key Metrics:
Self-reliant requests
Availability of new features
Increase in Service Value
Supplier
Proprietary Shift Media Inc. - www.ISM4IT.com
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Business Agility Flow
“I need” “I want” “I have”
Self-Service
End User
Request
Fulfilled
End User is
successfully working
Business Relations
Managers
Knowledge
Facilitates Agile based
project delivery.
Provisioning
Incident
Automated
provisioning.
Change
Cost
CMDB
Portfolio
Event
Support Center
Monitors SLA’s!
App Support
SaaS
App Support
Outsourced!
Ops
Outsourced!
Proprietary Shift Media Inc. - www.ISM4IT.com
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Re-Cap
Queue
Management
Service
Management
Business
Management
Proprietary Shift Media Inc. - www.ISM4IT.com
Business
Agility
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Business Enlightenment
• Objective: Drive forward thinking innovation
• Goal: Create new markets
• Activities:
–
–
–
–
Build core abilities to operational excellence
Rapid validation of market spaces.
Accelerate adoption and frequency of changes
Correlate customer demands to technology capabilities
• Strategic benefits:
– Enables proactive measures through data insights
– Increases business value through competitive advantage
• Limitations:
– Data volume, aggregation and processing
– Governance, compliance and regulation constraints
(no getting away from this)
Proprietary Shift Media Inc. - www.ISM4IT.com
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Business Enlightenment
Self-Service
Self-Help
Self-Heal
Service Manager
Event
IoT
Sensors
Incidents
Requests
Problem
Changes
Config
Assets
KB
Portfolio
Supplier
Auto
Channel
Customer
Proprietary Shift Media Inc. - www.ISM4IT.com
App Store
Key Metrics:
Customer
Retention
NPS
Stock Price
GRC
Market
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Q&A
Thank you
Follow
Me: @VigilantGuy
ISM: @ISM4IT
SHIFT: @ITSHIFT
Proprietary Shift Media Inc. - www.ISM4IT.com