itsm for business.next - acorio - matt hooper
DESCRIPTION
Organizations stil struggling with ticket management are slowly separating themselves from the needs of the modern business. IT Transformation is required to bring agility into the organization and drive innovation. In this presentation Matt Hooper will walk through the key elements of IT maturation from queue management to business agility and identify the key process and technologies required to improve.TRANSCRIPT
Business.Next Presented by Ma3 Hooper
VP of Strategy @VigilantGuy
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Background
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Ma3hew Hooper VP of Strategy and Client Solu@ons @VigliantGuy [email protected] For over 20 years Ma3 has ins@tuted methodologies for business intelligence and op@miza@on. Leveraging technology to drive business outcomes, he has built an industry reputa@on for his highly effec@ve approach to performance engineering and process integra@on. An industry advocate for Service Management strategies and best prac@ces around ITIL, CObIT, Ma3 serves on the board of SIM (Society of Informa@on Management) and SHIFT, the community of IT Transforma@on experts (ITshiU.org). Ma3 is a frequent industry speaker at local and na@onal conferences, and former co-‐founder/host of ITSM Weekly the Podcast.
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www.acorio.com
App Support Team assembly and
review of issue, collection of evidence Ops
Rollout Fix
Ops Collection of evidence, diagnosis, reassignment
Admins Collection of evidence,
diagnosis, escalation
Development Diagnosis and review, final assessment
Service Desk Verifies application issue, notifies Ops
End User End User calls Help Desk
“HELP!”
Problem Solved
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Customer Impact The affect on business
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Business.So/Yesterday
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Business.Next
IT is no longer a department. IT is the core competency of
all business func/ons. The greater the ability to leverage informa@on, the stronger and more sustainable a business will become.
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MIND GAP
Queue Management
Service Management
Business Management
Business Agility
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Queue Management • Objec@ve: Fulfill or resolve incoming requests • Goal: Facilitate requests • Ac@vi@es:
– Log Calls, Emails, Drive-‐bye’s, Etc… – Label cases with a unique @cket # – Assign @ckets to appropriate personnel – Monitor volume and load of requests (Queue depth)
• Strategic benefits: – Reduce call @me, wait @me and open @me – Improve customer interac@on
• Limita@ons: – Reac@ve in nature; waits for needs, issues, or request before engaged – Focuses on resources and volume
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App Support Works for them..
Or does it.
Ops Nothing’s changed here.
Admins Looks at logs for errors.
Checks systems are on-line
Help Desk Logs request. Provides ticket number. Assigns to support staff based on best guess.
End User End User calls, emails, walks up to Help Desk
“HELP!”
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Ticket Closed Closed state No knowledge captured
Queue Management Flow
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Ticket
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Assets
Queue Management
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Queue Manager
Metrics: Average Time to Answer Average Open Time for Tickets # of Incidents per Day # of Requests per Day # of Asset requests per Day
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Incidents Requests
Service Management
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• Objec@ve: Deliver improved levels of service • Goal: Leverage processes to improve service delivery • Ac@vi@es:
– Align resources & capabili@es to services – Control changes to assets suppor@ng services – Create agreements for services across organiza@on – Monitor processes for quality and @meliness
• Strategic benefits: – Increase visibility of systems rela@onship to business outcomes – Iden@fy inefficiencies in standards, process & controls
• Limita@ons: – S@ll reac@ve in nature – Focuses on processes and controls
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Service Management Flow
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App Support Uninterrupted!
Ops Uninterrupted!
Admins Event Management
detects Load Balancer to Blame.
Service Desk Logs request. Searches Knowledgebase. Resolves if possible
End User End User calls, emails,
walks up to Service Desk
“HELP!”
Ticket Closed Closed state Knowledge captured
Ticket
Knowledge
Assets
Incidents Requests
Service Management
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Service Manager
Self-‐Service
Portal Knowledge
Metrics: First Tier Call Resolu@on On-‐Target SLA’s Assets under Management # of Changes Managed
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Changes KB
Problem Config
Business Management
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• Objec@ve: Increase stakeholder value • Goal: Leverage IT to create business opportuni@es • Ac@vi@es:
– Use IT as a compe@@ve advantage to drive business results – Establish brand around IT capabili@es – Leverage commodity resources for cost efficiency (Cloud/Outsource) – Implement changes based on ROI instead of resource load
• Strategic benefits: – Increase profitability of business func@ons – Reduce risks and technical debt
• Limita@ons: – Reacts to market condi@ons and business demand – Business intelligence sits in silos
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Self-‐Service Request
Support Center Escalation point for unresolved issues or requests. Helps navigate to appropriate support staff.
End User End User is Self-Reliant.
Uses Self-Service request system if unable to resolve.
“HELP!”
Ticket Closed Closed state Knowledge captured
Business Management Flow
Knowledge Provisioning
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Support Center Escalation point for unresolved issues or requests. Helps navigate to appropriate support staff.
End User End User is Self-Reliant.
Uses Self-Service request system if unable to resolve.
“HELP!”
Ticket Closed Closed state Knowledge captured
Business Management Flow
Incident
Knowledge
Self-‐Service
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App Support Outsourced!
Ops Outsourced!
Admins Event Management
detects Load Balancer to Blame.
Support Center Uninterrupted! End User
End User is successfully working
Ticket Closed Closed state Knowledge captured
Business Management Flow
Incident Knowledge
Self-‐Service
Event
Outage No@ce
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Business Service Management
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Self-‐Service
Portal Knowledge
Event
Provisioning
Key Metrics: Component failure vs. Incidents Reported Releases vs. Incidents Reported Cost of down@me
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Auto
Assets
Incidents Requests
Service Manager
Changes KB
Problem Config
Business Agility
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• Objec@ve: Increase ability to deliver new offerings • Goal: Become or maintain market leadership • Ac@vi@es:
– U@lize business intelligence to accelerate business decisions – Increase departmental technology independence – Accelerate adop@on and frequency of changes – Correlate customer demands to technology capabili@es
• Strategic benefits: – Creates real-‐@me feedback loops to technology drivers – Enables faster adop@on of change
• Limita@ons: – Data cap@vity and access – Governance, compliance and regula@on constraints
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Business Relations Managers
Facilitates Agile based project delivery.
Support Center Monitors SLA’s!
End User End User is
successfully working
“I need” “I want” “I have”
App Support Outsourced!
Ops Outsourced!
Request Fulfilled Automated provisioning.
Business Agility Flow
Incident Knowledge
Self-‐Service
Event
App Support SaaS
Provisioning
Porqolio
Change
CMDB
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Cost
Business Agility Management
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Key Metrics: Self-‐reliant requests Availability of new features Increase in Service Value
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Self-‐Service
Portal Knowledge
Event
Provisioning
Auto
Assets
Incidents Requests
Service Manager
Changes KB
Problem Config Porqolio
Supplier
Business Enlightenment
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• Objec@ve: Drive forward thinking innova@on • Goal: Create new markets • Ac@vi@es:
– Build core abili@es to opera@onal excellence – Rapid valida@on of market spaces. – Accelerate adop@on and frequency of changes – Correlate customer demands to technology capabili@es
• Strategic benefits: – Enables proac@ve measures through data insights – Increases business value through compe@@ve advantage
• Limita@ons: – Data volume, aggrega@on and processing – Governance, compliance and regula@on constraints
(no gerng away from this)
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Re-‐Cap
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Queue Management
Service Management
Business Management
Business Agility
Ques@ons
THANK YOU!
Ma3hew Hooper VP Of Strategy @VigilantGuy [email protected] (617) 412-‐4388
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