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This presentation was given on June 3rd at the 2010 Kaseya User Conference. The content of this presentation is about taking the operational side of IT to the next level through standard processes, flow, waste reduction, and visual measurement.
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Innovative Practices in
Service Delivery
Chad Gniffke
Brendan Cosgrove
IT Service Delivery is
like SNOW removal
In many places in
the world, it snows.
After a big snow
storm, someone
needs to clean it up.
There are 4 levels of
snow removal.
What is level 4?
The 4 Levels of
IT Service Delivery
Level 1 IT Service Delivery
• Manual
• Very little standards
• Time intensive
Level 2 IT Service Delivery
• Decentralized
• Managed Through
Remote Control
• Antivirus Standards
• Backup Standards
• Security Patching
Level 3 IT Service Delivery
• Centrally Managed
• Automated
Alerts/Monitoring
• Security Patching
• Managed AV
• Managed Backup
• Script utilization
Level 4 IT Service Delivery
• Process, Flow,
Measurement
• Self Healing
• Preventative Scripting
• Culture of Kaizen!
Level 4
IT Service Delivery
Stopping the snow all together
Standard Process
• Build them
• Company buy in
• Keep accountable
Flow
• Improving
flow or
smoothness
of work– False positives
– Escalation polices
WASTE
FLOW
• Any movement by
people or equipment
that does not add
value
• Defects, rework,
repair or waste in its
simplest form
Measurement
Use visuals so no
problems are hidden
Preventative Scripting
• Start manual
• Build 3
• Go BIG
Self Healing
Kaizen
NOC Services
Help Desk Services
Professional Services
Consulting Services
People Process Technology
• Presentation available on:
–www.slideshare.com/chadgniffke
Thank You