South Florida HDI Event, Managing Service Delivery

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South Florida HDI June 21, 2012 event at Dave and Buster's, Managing Service Delivery

Text of South Florida HDI Event, Managing Service Delivery

  • 1. Managing Service Delivery South Florida HDI Chapter June 21, 2012
  • 2. Agenda1:30 PM Registration and Networking2:00 PM Welcome and Event Overview2:15 PM Keynote 1 - Rich Kaspar3:00 PM Break3:15 PM Keynote 2 - Jeff Hance4:00 PM Break4:15 PM Keynote 3 Sophie Klossner4:45 PM Closing Announcements, Surveys & Raffle prizes5:00 PM Happy Hour at Dave & Busters
  • 3. Fusion 12 October 28-31, 2012 in Dallas, Texas Interact with more than 1,600 support practitioners Leverage Service Management innovations Discover emerging trends, innovations, and examine valuable best practices. 9 Actionable Tracks 11 Pre-con sessions 80 Sessions 5 Keynote speakers Expo Hall with over 100+ vendors
  • 4. HDI 2012: A Digital Experience
  • 5. $100+ $1000+ $79 Conferences, events and Online resources, webinars, Research Corner, whitepapers Training discounts $240 Value $75Focus Book Series and AnnualPractice and Salary Report Local Chapter Membership $165 $100 (only for today)
  • 6. Thank you to our Sponsors!
  • 7. South Florida HDIThanks go to the following Lynn Johnson VP of Programs Yleana Franco VP of Sponsorship Tony Di Perna VP of Membership Mark Adams Content Review Eddy Fuente VP of Finance Albert Noa Sounding Board Tony Alvarez VP of Communication
  • 8. Volunteer?
  • 9. Rich KasparRich Kaspar has worked with many IT organizations in theSoutheast over the past several years working for both BMCSoftware and CA Technologies. He has experience in ServiceManagement, Automation, Service Assurance, CapacityPlanning, Virtualization Management and CloudComputing. In his current role, he serves as SolutionStrategist in the Southeast for Nimsoft Service Desk, CATechnologies go-to-market SaaS Service ManagementSolution. Rich holds a BA in communication Studies fromUNC-Charlotte and is ITIL v3 Foundation Certified.
  • 10. Alternative ServiceDelivery Models forService ManagementThings to ConsiderJune, 2012
  • 11. Agenda IT Budgets & Resources: The New Normal Service Management Technology Trends What are we trying to accomplish today? Whats really happening? Considerations for the SaaS service management alternative Summary
  • 12. IT Budgets & Resources: The New Normal Business demand continues to grow as IT Capacity flat lines or decreases Business Previous IT Demand Steady State Recession & Credit Growing Crisis Alignment Gap IT Budget & Resources 2003 - 2008 2008 - 2009 New Normal Innovation becomes key driver for change CA confidential and proprietary. For internal use only.1
  • 13. Service Management Technology Trends 2003 2008 NOW Highly Configure, Demand for Customized, dont code fast delivery Tailored to Best-in-suite, Scaled back business integrated ITIL requirements Development processes approach
  • 14. What is Service Management? Service Request front line of IT to the customer Incident identify, track and manage incidents Problem creating efficiencies Change proper planning of changes Configuration centralized view of IT data CMDB - houses CIs for topology mapping Knowledge searchable database for known resolutions Service Level establishing, tracking, managing SLAs Asset inventory vs. lifecycle
  • 15. What are Organizations really doing? Data center managers have taken ownership of configuration management Consolidations, moves, virtualization, clouds CMDB projects remain problematic (culture, definitions, approach) Lines of Business have created shadow IT to meet innovation demands Finance is rationalizing the service portfolio in a spreadsheet Everyone agrees asset management is a problem Continues to be the poster child of denial Executive management commoditizing functions to address flat budgets and innovation demand Outsourcing SaaS
  • 16. Top 10 ITSM Challenges for 2012
  • 17. Where is the money going? Your 3-year ITIL service management implementation plan has lost its funding Executives regard it as a ticketing system Every year is groundhog day to budget for maturity Vicious cycle for service management stack lack of investment reduces it to a ticketing system Cloud aka Innovation Executives are investing in technologies to develop competitive advantage Automation, virtualization value proposition to release capacity demand
  • 18. What is everyone doing? Re-evaluating the 3-year plan Looking at service delivery capabilities in 3-6 month cycles Short-term approach for immediate returns Scaling back requirements to the core: Incident, problem, change, service request, asset inventory, basic configuration management, knowledge Paying less and doing a lot more through SaaS alternatives, but giving up the deep integration requirements
  • 19. Service Management Reset 2012 Incident, problem, and change is not enough The request Storefront is more critical than ever Business case for enterprise CMDB hard to defend Tier 0 investment focus Collaboration, mobile access, knowledge, self-service, call deflection Extensibility and integrations require closer scrutiny for value propositions Asset management means inventory management Reinventing Service Management in the Cloud context Champagne tastes, beer budgets
  • 20. Considerations for the SaaS service managementalternative Look closer at those capability and integration requirements. Are they defendable in your business case? Is your organization committed and mature to your current plan? Can you make more value with a SaaS alternative with the budget you have? Is there a mandate to get the commodity services outside the firewall? Can you attach your service management initiatives to innovative projects? Cloud-based services Outsourced services
  • 21. Value Proposition for SaaS Service Management Like any cloud approach, you take it out-of-the-box SaaS applications designed for highly standardized delivery Rapid implementations of more capability 9 processes In 3 weeks rather than 3 process in 9 months Multi-tenancy attributes positions you to support the service provider model Departmental, locations, cloud providers, outsourcers Infrastructure support goes away (hardware / OS) Focus on providing service, not the application that supports the service
  • 22. Purpose-built Cloud Approach vs. RetreadHosted Data Center Cloud Data Center Single Instance1 2 3 4 Single Upgrade 1 Multiple Instances T T T T T T T5 6 7 8 Multiple Upgrades9 10 11 12 Why Do We Care? Hosted model creates longer implementation times Adds more complexity, requires more customization and configurat