practical pragmatic foundation for itsm
DESCRIPTION
So, you have read the books, gotten the training, now what? Learn how to tackle the challenge of achieving results in IT Service Management. From years of experience of successful improvement programs in challenging environments, Michael Maley will give you tools and techniques that you can take tomorrow to make progress down the road to improvement. You will discover what the key foundational elements are that you need to truly achieve consistent success in optimizing IT Service Management.TRANSCRIPT
It doesn’t have to be Big & Complicated
Michael Maley, CTO
Practical Steps and Pragmatic Foundation for Success in ITSM
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PurposeIdentify what is important
Define what works
Provide a successful framework to achieve results
Provide real life example
Highlight what you will need going forward beyond tactical steps
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Successful Enabler20+ Years Delivering in and Optimizing Technology Organizations
Broad Industry Experience
Numerous Successful ITSM Implementations
ITIL Certified Manager
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What is importantRight Business PriorityBalance WorkloadEfficient WorkflowClear ValueWhat is Going OnIdentify IssuesConfidenceCosts
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Practical versus PragmaticPractical
From the gut – “truthiness”
PragmaticBase on facts and tangible measures
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What doesn’t workMore WorkloadSubstantial KnowledgeReligious Conversion3 Attributes or Less
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What does work
Tactical ActionsTangible ResultsIncremental StepsBusiness based MetricsReducing OverheadAutomating Process, Not Tracking
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Capability
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Core Areas
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Specific Areas to Improve
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Incremental: Activity: IncidentAction you can take
tomorrowSchedule RegularlyInclude relevant
stakeholdersFocus on top 5
IncidentsIdentify Ways to
Improve
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Example: Critical Incident ReviewGoals
Identify ImprovementsAdvocate the customerImprove our response
QuestionsWhoWhatWhenHow
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What You NeedIntuitive GatewaySimplified MeasurementsReal Time MetricsAssured Business Aligned PriorityBuilt in tools for Continual OptimizationAutomation of your business processes, not just a
tracking solution
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ConclusionIncremental StepsDeliver Business ValueTangible ResultsReduce OverheadDrive to Real Time
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QuestionsThank you
Michael Maley, CTO, [email protected]
www.navascend.net
The leader in SaaS based ITSM BPMS Solutions.
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Questions1. What small steps have you taken that substantially improved any aspect
of your ITSM activities.
2. If you could do one thing tomorrow, what action would you take to:
1. Reduce restoration effort?
2. Isolate root cause?
3. Improve your customer’s experience?
4. Improve the quality of your service?
3. If you had 30 minutes with a process owner, what guidance would you give them that would help them improve their activity?