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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: [email protected]
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: [email protected]
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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
