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Business.Next Matthew Hooper @VigilantGuy President, Commercial Services Integrated Solutions Management www.ISM4IT.com @ISM4IT #SHIFTIT

Next Generation IT

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Page 1: Next Generation IT

Business.NextMatthew Hooper

@VigilantGuyPresident, Commercial Services

Integrated Solutions Managementwww.ISM4IT.com

@ISM4IT

#SHIFTIT

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TRUSTED | ETHICAL | PASSIONATE | EXPERIENCED

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Background

Matthew HooperPresident of Commercial Services@[email protected]

For over 20 years Matt has instituted methodologies for business intelligence and optimization. Leveraging technology to drive business outcomes, he has built an industry reputation for his highly effective approach to performance engineering and process integration. An industry advocate for Service Management strategies and best practices around ITIL, CObIT, Matt serves on the board of SIM (Society of Information Management) and SHIFT, the community of IT Transformation experts (ITshift.org). Matt is a frequent industry speaker at local and national conferences, and former co-founder/host of ITSM Weekly the Podcast.Find Matt:Vigilantguy.comitSHIFT.org

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Business.Next

IT is no longer a department. IT is the core competency of

all business functions. The greater the ability to leverage

information, the stronger and more sustainable a business will become.

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App SupportTeam assembly and

review of issue, collection of evidence Ops

Rollout Fix

OpsCollection of evidence, diagnosis, reassignment

AdminsCollection of

evidence, diagnosis, escalation

DevelopmentDiagnosis and review, final assessment

Service DeskVerifies application issue, notifies Ops

End UserEnd User calls Help

Desk

“HELP!”

Problem Solved

? ??

?

? ? ??

?

Customer ImpactThe affect on business

?

Business.So/Yesterday

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MIND GAP

Queue Management

Service Management

Business Management

Business Agility

the

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Queue Management

• Objective: Fulfill or resolve incoming requests• Goal: Facilitate requests• Activities:

– Log Calls, Emails, Drive-by’s, Etc…– Label cases with a unique ticket #– Assign tickets to appropriate personnel– Monitor volume and load of requests (Queue depth)

• Strategic benefits:– Reduce call time, wait time and open time– Improve customer interaction

• Limitations:– Reactive in nature; waits for needs, issues, or request before engaged– Focuses on resources and volume

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Assets

Queue Management

Queue Manager

Metrics:Average Time to AnswerAverage Open Time for Tickets# of Incidents per Day# of Requests per Day# of Asset requests per Day

Incidents Requests

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App SupportWorks for them..

Or does it.

OpsNothing’s changed here.

AdminsLooks at logs for errors.Checks systems are on-

line

Help DeskLogs request. Provides ticket number. Assigns to support staff based on best guess.

End UserEnd User calls,

emails, walks up to Help Desk

“HELP!”

?

Ticket ClosedClosed stateNo knowledge captured

Queue Management Flow

?

Oh $%!^

Ticket

?

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Service Management

• Objective: Deliver improved levels of service• Goal: Leverage processes to improve service delivery• Activities:

– Align resources & capabilities to services– Control changes to assets supporting services– Create agreements for services across organization– Monitor processes for quality and timeliness

• Strategic benefits:– Increase visibility of systems relationship to business outcomes– Identify inefficiencies in standards, process & controls

• Limitations:– Still reactive in nature– Focuses on processes and controls

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Assets

Incidents Requests

Service Management

Service ManagerPortal Knowledge

Metrics:First Tier Call ResolutionOn-Target SLA’sAssets under Management# of Changes Managed

Changes KB

Problem Config

Self-Service

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Service Management Flow

App SupportUninterrupted!

OpsUninterrupted!

AdminsEvent Management

detects Load Balancer to Blame.

Service DeskLogs request. Searches Knowledgebase. Resolves if possible

End UserEnd User calls, emails,

walks up to Service Desk

“HELP!”

Ticket ClosedClosed stateKnowledge captured

Ticket

Knowledge

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Business Service Management

• Objective: Increase stakeholder value• Goal: Leverage IT to create business opportunities• Activities:

– Use IT as a competitive advantage to drive business results– Establish brand around IT capabilities– Leverage commodity resources for cost efficiency (Cloud/Outsource)– Implement changes based on ROI instead of resource load

• Strategic benefits:– Increase profitability of business functions– Reduce risks and technical debt

• Limitations:– Reacts to market conditions and business demand– Business intelligence sits in silos

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Business Service Management

Portal Knowledge

Event

Provisioning

Key Metrics:Component failure vs. Incidents ReportedReleases vs. Incidents ReportedCost of downtime

Auto

Assets

Incidents Requests

Service Manager

Changes KB

Problem Config

Self-Service

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Self-Service Request

Support CenterEscalation point for unresolved issues or requests. Helps navigate to appropriate support staff.

End UserEnd User is Self-Reliant.

Uses Self-Service request system if unable to resolve.

“HELP!”

Ticket ClosedClosed stateKnowledge captured

Business Management Flow

Knowledge

Provisioning

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Support CenterEscalation point for unresolved issues or requests. Helps navigate to appropriate support staff.

End UserEnd User is Self-Reliant.

Uses Self-Service request system if unable to resolve.

“HELP!”

Ticket ClosedClosed stateKnowledge captured

Business Management Flow

Incident

Knowledge

Self-Service

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App SupportOutsourced!

OpsOutsourced!

AdminsEvent Management

detects Load Balancer to Blame.

Support CenterUninterrupted!End User

End User is successfully

working

Ticket ClosedClosed stateKnowledge captured

Business Management Flow

IncidentKnowledge

Self-Service

Event

Outage Notice

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Business Agility

• Objective: Increase ability to deliver new offerings• Goal: Become or maintain market leadership• Activities:

– Utilize business intelligence to accelerate business decisions– Increase departmental technology independence– Accelerate adoption and frequency of changes– Correlate customer demands to technology capabilities

• Strategic benefits:– Creates real-time feedback loops to technology drivers– Enables faster adoption of change

• Limitations:– Data captivity and access – Governance, compliance and regulation constraints

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Business Agility Management

Key Metrics:Self-reliant requestsAvailability of new featuresIncrease in Service Value

Self-Service

Portal Knowledge

Event

Provisioning

Auto

Assets

Incidents Requests

Service Manager

Changes KB

Problem Config Portfolio

Supplier

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Business Relations Managers

Facilitates Agile based project delivery.

Support CenterMonitors SLA’s!

End UserEnd User is successfully

working

“I need” “I want” “I have”

App SupportOutsourced!

OpsOutsourced!

Request FulfilledAutomated provisioning.

Business Agility Flow

IncidentKnowledge

Self-Service

Event

App SupportSaaS

Provisioning

Portfolio

Change

CMDBCost

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Business Enlightenment

• Objective: Drive forward thinking innovation• Goal: Create new markets• Activities:

– Build core abilities to operational excellence– Rapid validation of market spaces.– Accelerate adoption and frequency of changes– Correlate customer demands to technology capabilities

• Strategic benefits:– Enables proactive measures through data insights– Increases business value through competitive advantage

• Limitations:– Data volume, aggregation and processing– Governance, compliance and regulation constraints

(no getting away from this)

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Re-Cap

Foundation built on Knowledge = Transformation built on trust

Queue Management

Service Management

Business Management

Business Agility