Implementing A Practical Service
Management
Value-driven and Efficient ITSM
About Me
• Product Manager, ManageEngine • Implemented ITIL + Built A Product in ITIL • Solved problems in real scenarios along with engineers and business managers • Experience in handling customers around world – 14 countries • Certified ITIL Service Manager • Author of the widely accepted ITIL Heroes Handbook • www.alexonitil.com – download free bookAgenda
• What Is Practical and What Is Not • The “Just‐Enough ITIL” approach • Value Driven ITSM • Showcase Results, They Talk Powerfully • New Options: Walk‐in the CloudsOur Goal
IT’s Goal is to be a business enabler
7 Approaches
Knowing is not Doing
• Knowing ITIL is one thing
• Implementing it is quite another [Beast]
#1 Start Where The Impact Is Quick
Business believes in results.
Start where you can show results faster
Choose A process where you can save money and show results
faster
Implement Incident Management, Change management
Incident & Change Management
Why Incident Management • Most business have ticketing software. Introducing Incident management good practices are easy • Results are faster and easy to demonstrate Why Change Management • Every company is doing a new roll out that involves approvals and info sharing to people • Big errors / downtimes happen due to communication problems • Clean documentation of who approved and when# 2 By The Spirit Not By The Book
I have to implement at least 2 or 3 ITIL process •Don’t rip and replace with new process •Deploy Gently, show results, and improve •Start where it works After‐Certification‐do‐something Syndrome#3 Complicated Does Not Mean
Sophisticated
ITIL, federated CMDB, ITIL V3, BSM, IPAM, ITAM, Blah blah blah He knows everything, he can help me implement ITILExpensive Does Not Mean Efficient
Hummer
Lexus
# 4 Fail Fast & Change Course
Take an account of ground reality If Something is in place and working, take small steps to improve it Example: Start with defining the right categorization, self service, and priorities • Don’t Thrust a Process in ITIL’s name Choose what works and helps a team. Don’t thrust a process that requires a lot of changes. • Select the Right Tools • You need a simple software solution that will help you implement ITIL at your pace. • Don’t get lost in legendary solutions or impressive list of buzzwords# 5 Pick The Right People
Understand your team and give them the right challenges • Knights : Process owners • Conquer new beachheads • Work Independently • Warriors • Techs on the front • Need constant motivation • Look up to the knights – Give them a hero to worship • Farmers • People working to build your Knowledge base, Process docs, Change Builders, and Release Management • Provide the eco‐systems for knights and warriors# 6 Team’s Project, not yours
Identify champions, reward converts
Create and assign milestones, celebrate victories and show how it helps the teamChange Process, Not the Team
• Change Process to what works for people and help them good IT service and not vice versa • Process can evolve, don’t frustrate but sticking to a flowchart# 7 The Main Thing
Avoid the obsession:
Tendency for people to get lost in process or technology or tools
Always remember
,
Efficiency – Do one thing and One thing well
Just‐Enough ITIL: Improve what matters
Do One thing and One thing Well
Decide on processes based on your business needs
• Incident / Change are important for most people • CMDB was not part of ITIL essentials to be implementedEfficient ITSM Example
Change Management
Change Management Workflow
Tuesday, January 8, 2008
Tools Are Important
After Training ‐ Where Do I Start?
ITIL V3
Pink Elephant Certification
ISO
20000
ITIL Process
consultants
ITIL V2
ITIL Process and Software
Training Consulting
Software &
Efficient Tool Options
Efficient Installed Software /Cloud Computing
•Massive Scalability
•
Point and Click configuration
•
Simple and Ready to Go
•
Cloud computing is here to change the game
Efficient Options
•
ManageEngine.com –Installed version with
more than 15000 customers
•
Sass Version is in Beta
•
Service‐now.com – Sophisticated Service Desk
Typical Monster-ous Software
Add-on Modules Platform Report ModuleBefore You Know, There Is A Monster
•Different Vendors
•Diverse Technologies
•Integrations &
customizations
IT Monsters are inherited
and passed on IT
New Products, New Models
•Impatient -
Want Results Now•Quick, Easy & Reliable
Tuesday, January 8, 2008
New Products, Efficient Biz Models
Disrupt or You’ll Be Irrelevant
•Singapore Airlines >> Tiger Airways
•AOL >> Google
Case Studies
•
Present in 26 countries in the Caribbean
•
Leading Mobile Operator in the Caribbean
Case Studies
•Jamaica is HQ for IT •IT was in Chaos, due to Digicel’s fast growth •Asa Second Player in Telecom. Digicel had huge investments in Infrastructure and IT •They hired an ITIL expert and bought BMC’s entire ITSM modulesCase Studies
Situation: Leader with no followers
•No one used the BMC tools, as it was forced by the CTO •No one was following the Process except for Change Management as it had the CTO in it •Incident management with no knowledge base made people work on the issues all over again •It made all of them look busy with the same workCase Studies
Solution
•Let the IT manager choose what his team must use everyday •Incident Management + Knowledge Management •Incident Manager to focus and improve •Senior technicians to populate Knowledge base •Problem management to prevent Incidents was reality •With efficient Incident and Problem Management, Change was also moved to the same tool •Now 16 countries uses ManageEngine – El SalvadorCase Studies
•Has Built the most Bridges and roadways in Sweden •Has grown fast, very productive, uses the latest technologies in construction •Hires the best of the best talentA Swedish Construction
Company
Case Studies
Situation: I don’t want ITIL
•Skeptical about ITIL •Worried that it’s too complicated and it will slow people down •Interested only in change management because top management wants it •Belief: Why break what is working wellA Swedish Construction
Company
Case Studies
Situation: Invest ahead of Growth
•Started sensing growing pains •Introduced Incident management to their help desk •Results won believers and the IT manager •Introduced Change Management with approvals to ensure changes are signed off and always ready for audits •Introduced Problem Management to reduce incidents •Later introduced Kbase, Asset Mgmt and so on •Won over slowly, now they can’t live without itA Swedish Construction
Company
Summary
•Framework for Efficiency: Define goals and principles to be efficient in ITSM
•Be Real: Practical goals that are simple to achieve
•Sharp Focus: Start with One thing and do It well
