HDI Capital Area Meeting Slides August, 19 2016

Welcome!

HDICapitalAreaLocalChapter

August 19, 2016

UpdatesfromHDICorporateandHDICapitalAreaLocalChapter

Thank You HDI Capital Area2016 Sponsors!!

Today’s Agenda

Agenda12:00 Noon to 12:30 PM – Lunch and Networking12:30 PM to 1:50 PM – Program – ITSM From the Inside Out1:50 PM to 2:00 PM – Survey, Prize Drawing2:00 PM – Meeting Ends

Upcoming Local Chapter Meetings

Chapter MeetingFriday, September 16, 201612:00 to 2:00 PM

Annual Professional Development Event & Vendor ExpoFriday, October 21, 20169:00 AM to 4:00 PM

Annual Team Building & Awards LuncheonFriday, December 2, 201610:30 AM to 4:00 PMMaggiano’s Little Italy Tysons Corner

New Capital Area Website Coming Soon!

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What’s Hot at HDIGet Your Seat at the Next HDI Forum RoundtablesJoin us to learn about HDI Forum membership as you collaborate with your peers to share thoughts, discuss challenges, learn the latest best practices, and more. They’re FREE to attend:

– September 20, 12:00 p.m. – 1:30 p.m. EST, Virtual Event – October 31, 1:00 p.m. – 3:30 p.m. EST, Live at FUSION16– Register today at ThinkHDI.com/Roundtables

FUSION 16: Save $200 with the Early Bird Discount November 1-4, 2016 | MGM Grand | Las VegasRegister for the most important ITSM event of the year by September 9th and save $200 on your conference pass. HDI and itSMF USA member save an additional $200! Learn more at ServiceManagementFUSION.com.

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New Membership Model Features Improved Benefits, Lower Price

Based on feedback from those in the tech support industry, HDI has overhauled and simplified its membership model! No more unnecessary member levels, no more confusing pricing structure, and no more unclear benefits.

We now have one membership level available for the new low price of $295 with a streamlined and improved set of benefits.

Check it out at ThinkHDI.com/Membership.

HDI Industry AwardsSubmissions and Nominations due October 31st

Analyst & Desktop Support Technician of the Year Nominations

DON’T MISS THIS OPPORTUNITY to recognize your key analysts and technicians. The only investment you make is time to send the information below and complete the application. Your return is truly a heartwarming event that has become a year end celebration for our teams.

• I encourage members to nominate your outstanding Analysts and Technicians by emailing the following information to Sandy Seroskie, by Monday, October 24, 2016 at [email protected]:

• Help Desk Analyst or Desktop Support Technician's Name• Company• A paragraph describing the individuals achievements (why you are nominating them)• Manager's name and contact information• The criteria and nomination form is sent to the Manager to complete. • We encourage you to send the information above early, so you have more time to

complete the application.

• The local chapter Analyst of the Year and Desktop Support Technician of the Year will compete for the regional award and regional winners then compete for the global award. The winner of the Regional Analyst of the Year and Desktop Support Technician Award will receive a free registration to the Annual Conference courtesy of Robert Half Technology.

SAVE UP to $400HDI and itSMF USA Members – Save $200Early Bird ends September 9 – Save $200

**Special for HDI Local Chapters** For every 5 “NEW” attendees registeredthe Chapter receives one free registration

Today’s Presentation

IT Service Management from the Inside Out!

Jeff HanceLanDesk

I T S M F R O M T H E I N S I D E O U T

J E F F H A N C E4 0 7 7 1 2 0 0 6 5J E F F . H A N C E @ L A N D E S K . C O M

§ The project itself§ The people involved§ The information required§ The look and feel§ The processes

I T S M F r o m t h e I n s i d e O u t

The Hope§ Everyone wants to employ best practices with the ITIL

framework.§ Service Delivery Excellence is a direct result of a proper

ITSM tool.

I T S M F r o m t h e I n s i d e O u t – T h e p r o j e c t i t s e l f


The Reality§ You’re implementing an ITSM tool in order to help you

improve Service Delivery.§ Strict ITIL methodology across all your daily processes

may not be ideal for your organization.§ People often want to change things, just to make a

change.


The Remedy§ Understand that your ITSM project and tool is there to

help you improve Service Delivery§ Do not convey that the new ITSM tool is the magic pill.§ Only change what you’re certain needs to be fixed.

I T S M F r o m t h e I n s i d e O u t – T h e p e o p l e i n v o l v e d

The Hope§ A Collaborative effort from all parties

involved.§ Excitement around the implementation of a

new tool.§ Receiving full support from IT Infrastructure

team.



The Reality§ Politics are always a force in every

organization.§ People don’t typically embrace change.§ Lack of participation


The Remedy§ Appoint a decision maker§ Having a champion is critical§ Secure resources as well as backups.

I T S M F r o m t h e I n s i d e O u t – T h e i n f o r m a t i o n r e q u i r e d

The Hope§ Accurate data§ Complete data§ Best in industry SLAs§ Concise Categories§ Full CMDB



The Reality§ Most data stores and directories are

unorganized or incomplete.§ Data that was being used often becomes

stale and needs revision.§ Which services are being used by

departments is often unclear.


The Remedy§ Plan ahead. Gather your information

ahead of time.§ Identify what information you’ll need for

your metrics and reporting.

I T S M F r o m t h e I n s i d e O u t – T h e l o o k a n d f e e l

The Hope§ To have concise and simple forms for your End Users and

Analysts.§ Provide valuable data to your End Users.§ Communicate a clear understanding of status and

availability



The Reality§ You need to minimize the amount of data required

for a user to start the service request process.§ Terminology your users don’t understand.§ Confusing status§ Users don’t know your process, confused about what

is supposed to happen next.


The Remedy§ Prepopulate the data on your forms.§ Create a set of management dashboards§ Set it up so anyone seeing it for the first time would understand it.§ Gather input from the users who will be using it§ Communicate with your users as much as possible.

Process Improvement

The Hope§ Processes that are easy to understand§ Processes that are efficient§ Processes that are complete

I T S M F r o m t h e I n s i d e O u t – T h e p r o c e s s e s

Service

Data

Requirements

Process


The Reality§ A simple process is not simple to create§ Processes also have gaps in them§ Processes can often not meet basic needs

Service

Data

Requirements

Process


The Remedy§ Get help when you need it§ Automate, Automate, Automate§ Remember that process improvement is something we’re always

working towards

Service

Data

Requirements

Process

“ I t i s g o o d t o h a v e a n e n d t o j o u r n e y t o w a r d , b u t i t i s t h e j o u r n e y t h a t m a t t e r s i n t h e e n d . ”

-Ursula K. Le Guin

T h a n k Yo u