a day in the life of an it service owner - a look into the future

IT Services Essentials:

A Day in the Life of An IT Service OwnerA Look Into the Future

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Speaker Bios

DON CASSON, CEO, EVERGREEN SYSTEMS

Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.

Contact: dcasson@evergreensys.com

JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS

Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)

Contact: jeff.benedict@evergreensys.com

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Today’s Agenda

• About Evergreen• A Day in the Life of An IT Service Owner• Evergreen’s Self-Service Catalog & Portal (built

on ServiceNow)• Possible Next Steps / Q&A

• 80-person U.S. IT Consulting Firm

• Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations

• Full lifecycle firm with deep ITSM / ITIL transformation experience

• One of Top 5 ServiceNow U.S. partners

• Primary Focus – “Customer-Centric IT Service Management”

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About Evergreen Systems

Sample ClientsQuick Facts

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Traditional ITSM – Where’s the Customer?

Incident

Change

Problem

Knowledge

Self Service Catalog & Portal

Start!!

2 Years Later…

Here I am!

How Can This Even Happen?

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Start With the Customer – Change What You Do

Self Service Catalog & Portal

Change

Problem

Knowledge

Incident

The Customer is a “Litmus Test” of Real Value

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Useful Grounding

Service. A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.

Service Owner. A role which is accountable for the delivery of a specific IT Service.

Service Culture. A customer oriented culture. The major objectives are customer satisfaction and helping the customer achieve their business objectives.

ITIL def…

Forces at Work

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• CEO desire for employee “Amazon like” experience

• Pressure of the DevOps cycle

• Critical Shared Services opportunity for IT

Technology Provider or Strategic Services Partner?

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• Emergence of services over technical activities

• Delivering functionality as a service broker rather than provider

• Emerging role of Service Owner

Request Outcome

Dramatic Change in IT’s Role

• Is my application available?• Are there any pending threats? • Are incidents being handled? • What new requests are there?

• Who are my customers?• What do they want / need?• Are my customers happy?• Are they maximizing the benefit of my

service?• How can I improve my service?• What should I be building for them?• Is my service high quality, easy to use,

complete? • What can we eliminate or automate? • What are my “competitors” bringing to

market?• Is my price fair & competitive? How can I

improve it or add more value at the same cost?

• How is my delivery team doing? What do they need to be more successful?

• What are other Service Owners doing that might benefit my service?

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Te c h n i c a l S e r v i c e s M a n a g e r

S e r v i c e O w n e r

Product Line ManagerService

Quality ManagerTeam Manager

Technical Manager

Key Roles of a Service Owner

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Product Line Manager Role

FocusAreas

Manage Full ”Service” Product Lifecycle

Understand Your Customer

Understand Competitive Alternatives

Build New / Improved Services

Identify Potential Future

Services / Enhancements

Service

Individual Customer• What services can I get & where?• What is / is not included?• When will I get it?

Service Management• What services do we offer?• What are the service expectations?• Who is delivering what & when?

Business Unit Customer• What services are we using?• What value/level are we receiving? • What is our services spend?

Service Delivery• What services do we deliver?• When does it need to be delivered?• What are we responsible for?

Service Delivery Executive• Are our customers satisfied?• Are we achieving our goals?• Are metrics in line & right direction?

Service Constituents Roles and Perspectives

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Service Owner

SILO

Svc

SvcSvc

Svc

Service Costing

Cost Elements

Hardware Tools & Software

Facilities Labor Third Party

Your Service

Product Line Manager Daily Activities

FocusAreas

Manage Full ”Service”

Product Lifecycle

Understand Your Customer

Understand Competitive Alternatives

Build New / Improved Services

Identify Potential Future Services / Enhancements

Cradle to Grave – review an area

Talk with a customerBuild or update a customer persona

Look at a competitive offeringCompare price / value

Review other service owner new offerings / enhancements Look at innovative, leading services outside your industryLook at my company’s competitors for ideas

Review service enhancement suggestions, incidents, common issuesCheck on builds in progress

Service Quality Manager Role

FocusAreas

Customer Satisfaction

Service Performance Management

Ease of Use / Service

Completeness

Alignment with Business &

Strategy

Service Performance Metrics the Customer Cares About

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Customer

Service Owner

Service Provider

Service ProviderService Provider

Service Provider

Service Provider

Service Provider

Great Customer experienceOn time deliveryAvailable & fast when I need it

Measure Customer satisfactionConsistently set & meet delivery expectationsService availability

Consistently set & meet delivery expectationsService availability

SLAs

OLAs

Continuous Improvement

KPIs

Service Quality Manager Daily Activities

FocusAreas

Customer Satisfaction

Service Performance Management

Ease of Use / Service

Completeness

Alignment with

Business & Strategy

Review & reply – social media comments, customer feedbackTroll Incidents, Problems, common Requests

Review KPIs – SLAs – OLAsOn time request performance, Availability, service threats / risks Look at Service end to end –

Simple, Beautiful, Complete, Predictive, Leading?Is it self explanatory? self enabling?

Review Competitor approachesUnderstand your company’s strategy – how can you align better? How does it affect your customer?

Service Owner

SILO

Service Owner

SILOService Owner

SILO

Service Owner

SILO

Svc

A SERVICE

Service Owner

SILO

Svc

Svc

Svc

Customer

Service Owner

RequestOutcome

Service Providers

Svc

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The Team Manager Challenge - Service Delivery & Ownership

Customer & Service Owner Alignment

See – Learn – Change Owner & Provider Alignment

Virtuous Circle of Improvement

Team Manager Role

FocusAreas

Customer / Provider / Manager

Alignment

Team Culture, Coaching &

Communication Performance Management

Continuous Improvement

Team Manager Daily Activities

FocusAreas

Customer / Provider / Manager Alignment

Team Culture, Coaching &

Communication Performance Management

Continuous Improvement

Run a “brown bag” brainstorm with adjacent teamsReview team improvement suggestions on collaborative workspaceLook at process supporting CI, see how it is working

Write a team blogPost a customer service win!Build or update a service collaborative spaceRun a team building exercise

Review OLA performance with a service team – how to do better? Publish end to end goals / results regularlySeek candid feedback / help from your team

Share customer’s problems, personas with team membersReview service end to end against social media feedbackHave a customer / service team lunch

Service Owner’s Workspace

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Closing Thoughts

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This is a big change, but…• We have a place to start with the Service Quality

Role• Teams already work together and WANT to see their

part of the big picture• There are well established Product Line Manager

best practices we can borrow• Creating a pilot Service Owner’s “workspace” with

these elements can help you show the future

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Evergreen’s Self-Service Catalog & Portal

Demo

POWERED BY SERVICENOW

One-Day, Private Service

Catalog Workshop $3,950

Demo our “Metro Style” Self Service Catalog & Portal yourself!

Possible Next Steps?

http://www.evergreensys.com25

See how our graphical Service Taxonomy Designer works

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• Questions?• Thank you for your time.

Wrap-Up