South Florida HDI Event, Managing Service Delivery

Managing Service Delivery

South Florida HDI Chapter June 21, 2012

Agenda

1:30 PM Registration and Networking

2:00 PM Welcome and Event Overview

2:15 PM Keynote 1 - Rich Kaspar

3:00 PM Break

3:15 PM Keynote 2 - Jeff Hance

4:00 PM Break

4:15 PM Keynote 3 – Sophie Klossner

4:45 PM Closing Announcements, Survey’s & Raffle prizes

5:00 PM Happy Hour at Dave & Buster’s

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

HDI 2012: A Digital Experience

Local Chapter Membership

Focus Book Series and Annual Practice and Salary Report

$75 $240 Value

$79 $1000+ Online resources, webinars, Research Corner, whitepapers…

Conferences, events and Training discounts

$100+

$165 $100 (only for today)

Thank you to our Sponsors!

http://www.ca.com/us/default.aspx

http://www.teksystems.com/

South Florida HDI

Thanks 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

Volunteer?

Rich Kaspar

Rich Kaspar has worked with many IT organizations in the Southeast over the past several years working for both BMC Software and CA Technologies. He has experience in Service Management, Automation, Service Assurance, Capacity Planning, Virtualization Management and Cloud Computing. In his current role, he serves as Solution Strategist in the Southeast for Nimsoft Service Desk, CA Technologies go-to-market SaaS Service Management Solution. Rich holds a BA in communication Studies from UNC-Charlotte and is ITIL v3 Foundation Certified.

Alternative Service Delivery Models for Service Management

June, 2012 Things to Consider

Agenda

— IT Budgets & Resources: The New Normal

— Service Management Technology Trends

— What are we trying to accomplish today?

— What’s really happening?

— Considerations for the SaaS service management alternative

— Summary

2003 - 2008 2008 - 2009

Previous Steady State

Recession & Credit

Crisis

IT Budget & Resources

New Normal

Business IT Demand

Innovation becomes key driver for change

IT Budgets & Resources: The New Normal

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Growing Alignment Gap

Business demand continues to grow as IT Capacity flat lines or decreases

CA confidential and proprietary. For internal use only.

Service Management Technology Trends

2003 • Highly

Customized, Tailored to business

• Development approach

2008 • Configure,

don’t code • Best-in-suite,

integrated ITIL processes

NOW • Demand for

fast delivery • Scaled back

requirements

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 CI’s for topology mapping

— Knowledge – searchable database for known resolutions

— Service Level – establishing, tracking, managing SLA’s

— Asset – inventory vs. lifecycle

— 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

What are Organizations really doing?

Top 10 ITSM Challenges for 2012

— 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

Where is the money going?

— 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

What is everyone doing?

— 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

Service Management Reset 2012

− 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

Considerations for the SaaS service management alternative

— 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

Value Proposition for SaaS Service Management

Purpose-built Cloud Approach vs. “Retread”

Hosted Data Center Cloud Data Center

1 1 2 3 4

5 6 7 8

9 10 11 12

T T T T T T T

Why Do We Care? • Hosted model creates longer implementation times • Adds more complexity, requires more

customization and configurations • Affects performance and availability • High vendor TCO affects customer costs over time

Single Instance

Single Upgrade

Multiple Instances

Multiple Upgrades

— If you are going to SaaS, make sure it’s really SaaS − Hosted legacy app served up in a URL – high-cost model

− Cloud-based apps delivered properly have low-cost model

− Performance!

— Keep a watchful eye on any configurations you end up doing − How does it affect your upgrade path

− Implementation time

− On-going support

− Application skill sets – is it just configuring?

— Subscription costs − Short term contracts leave room for potential price increases, flexibility may be

necessary but comes with a price, state your terms to align with your business

— Where’s your data − Can you get it back?

Things to watch out for

Why SaaS service management may make sense

— Value Proposition − Low TCO − Quickest time to deployment and use − Simple to use, administer, upgrade and support − More value for less $$

— Why Does This Matter to Your Business? − Reduces IT cost run rate to focus on driving innovation not

support − Low risk with quick implementation, low cost, subscription-

based − Visibility for both IT and end users to simply get what they

need

SPEED

AGILITY

FLEXIBILTY

Contact Info

[email protected]

Cell: (615) 829-2546

http://www.linkedin.com/pub/rich-kaspar/b/183/374

Drop in your business card for a drawing to win a $100 Amazon gift card!

mailto:[email protected]



Questions?

Alternative Service Delivery Models for Service Management

June, 2012 Things to Consider

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Jeff Hance

Jeff Hance is a System Engineer and Security Strategist at LANDesk, a company dedicated to being the best at enabling IT to deliver business value by gaining control of end-user computing. Jeff has been a member of the LANDesk team for over 6 years specializing in Security Request management and its role in optimizing, maintaining and auditing these requests within organizations using ITIL best practices.

LANDesk Software Confidential

Easy Access for the Users

Request Management and Self Service

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LANDesk Software Confidential 31

How’s Life on the Service Desk?


Take Back Control

Free time


IT is about technology and the future, yet while we struggle to

bring future technology into business, the future has snuck

up on us and changed everything

To put it another way


S stands for SERVICE

Something Desirable that is Consumed

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An event in which an entity takes the responsibility that something desirable happens on the behalf of another entity. (economics) Action or work that is produced, then traded, bought or sold, then finally consumed.


IT Service (ITILv3): A Service provided to one or more Customers, by an IT Service Provider. An IT Service is based on the use of Information Technology and supports the Customer's Business Process. An IT Service is made up from a combination of people, Processes and technology and should be defined in a Service Level Agreement.


Corporate IT is becoming irrelevant

ITIL got it wrong While we’ve been building Service Desk,

CMDBs, Release and Change processes, we forgot about the most important part of ITSM

The “S”

Some Challenging Statements (not all true)


Let’s start with Consumerisation › Rapidly becoming one of the most over-used phrases in IT › There is a good reason for this. It’s real.

I say… › It’s NOT about ipads, playbooks, android or mobile phones.

› It’s about Expectation

What do I mean?


The IT Big Bang

Mainframe Client Server Internet Cloud

Computing IT

Consumerization

Proliferation of Devices, Much More Distributed


Lines blurred between business and personal lives

Personal Business

Today The Convergence of Business & Personal


How many people use Google to locate information?

How many have ever phoned Google? Coming to work shouldn’t feel like going back in time

› Who has XP at home? › Who has XP at work?

But Then…. Question


Increasingly sophisticated and self-reliant IT-Customer

User Is The New Endpoint (Tech savvy, platform-agnostic,

user & device management)

The Next Generation

IT Customer


By the way, they are not END USERS (Only the drug addiction and the IT industry have USERS)

They are CUSTOMERS and CONSUMERS

And they expect a CONSUMER STANDARD IT EXPERIENCE

One Thing


Opening keynote at Gartner Symposium/Itxpo Orlando 2011,

“You must pursue simplicity by putting people and their needs at the center of design… … In the post-modern business, you will forget phrases such as ‘business architecture’ and embrace phrases like customer delight, customer involvement, and customer intimacy” Daryl Plummer, managing vice president and Gartner fellow


What’s happening to the relationship between IT and the business?

Consumer Products are Becoming Business Tools

Consumer Experiences are becoming Business Expectations

IT is fighting to keep up

Be more reliable, be easier to get to, be less complicated, be up to date, match consumer-

expectations and consumer-standards

The IT world HAS changed fundamentally

I EXPECT BETTER

Consumerisation is Expectation – Do, Use,

Experience, Allow


SO, THE WORLD HAS CHANGED.

WHAT CAN WE DO TO STAY RELEVANT?

THIS YEAR, WITH EXISTING RESOURCES?

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The problem summary


No-Brainer Technically simple with good ITSM toolset Culturally may be hard Must be right to be successful

Mandatory, essential You must do this Take the pressure off

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You Need request Management and Self Service


There is a better life with

Digital Native Sophisticated and self-reliant Connected and multi-tasking Want to fix their own issues Personalised and relevant

experiences

47

New Beginnings, New Relationships


Service Request

ITIL3 : A request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.

ITIL2 : A request for a change, usually both common and straightforward, to be made to a service. A Service Request is characterized by the fact that the Change can be made under strict, well-defined procedural control and is therefore (virtually) risk-free. Providing access to services for a new member of staff and relocating PCs are two typical examples.


Request Domain to manage Service Catalogue Requests

Powerful OOTB processes Multiple Authorisation modes Integration to automation platform to provide round-

trip capability

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Request Domain and processes


How do I get the Latest version of Office? I cant log into VPN. I forgot my password Jack got a 64 gig thumb drive. How do I get one? I have a new employee Can I get Windows 7 please

50

Examples of Requests


Request Domain And Processes


Process is key – the stages



Self Service End user customers

submit & track tickets, troubleshoot their issues

Keep up to date with IT service notifications and performance

24/7 access Controlled, process driven Alleviates the pressure

increases flexibility Experience + Satisfaction

= customer loyalty

53

Get a…


Go Green – Recycle! Publish Knowledgebase Publish Status Service Down “Add Me” Publish Service Desk performance

data

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Self Service - Resources



Service Catalogue

End user customers submit their own requests for software, hardware, and services.

Enables IT to define/standardize offerings and publish live services

24/7 access Controlled and process driven Relevant customer reports Familiar customer experience

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Create a One Stop Shop

People + Process + Technology


How do I setup my Service Catalogue? Service Portfolio Process Request Process Create Configuration Items Design Catalogue Content Publish Catalogue to ‘Entitled

Users’

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Service Catalogue


Use Method not Madness Request Control Deploy Subscribe Remove Communicate

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Service Catalogue – Process



Think - Who, what, why Publish by user / group / role Request type – once v many Bundled services

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Service Catalogue – Entitlement



What is a Service Catalogue? The place where an end user

can make a request for a service.

The catalogue of all live customer facing services offered by IT.

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Service Catalogue


CMDB/CMS’s

Service Knowledge Management System

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Service Lifecycle Service Portfolio Complete set of services (past, planned, present & future) managed by a Service Provider

Service Pipeline Proposed or in development services

Service Lifecycle

Service Catalogue Active Services

Retired Services Services retired from use

Business Service Catalogue IT services visible to end users

Technical Service Catalogue IT services visible to support team

Service Portfolio

Service Pipeline

Service Catalogue

Business Services

Technical Services

Retired Services


Catalogue Alone is NOT ENOUGH


The Customer is King Incident & Request Notifications Service status Performance Dashboards Promote the desk!

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Self Service & Catalogue - Communicate


Why do I need a Service Catalogue? Standardise Offerings Ensures IT define the services

it offers Publish and communicate

offerings to end users Increases efficiency

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Service Catalogue


Self Service – Service Catalogue


Evolution of Service

High Street Butcher

Supermarket

Self Service Checkout

Self Service Online Delivery

TRAVEL, REQUEST, PREPARE, RECEIVE, PAY, TRAVEL, CONSUME

TRAVEL, SELECT, PAY, TRAVEL, CONSUME

TRAVEL, SELECT, PAY, TRAVEL, CONSUME - LESS PEOPLE

SELECT, PAY, WAIT, RECEIVE


Staff at Front of House Staff Prepare Back of House

Less Customer Self Help / Autonomy /free time

More Customer Self Help / Autonomy / free time


We don’t NEED to deliver MANUALLY › Active Directory Changes › Access Requests › Password Resets › Software Deployment

67

But in IT…


Is this the Future of IT?

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As a CONSUMER – I can Request, Receive, Consume, Remove at APP STORES and MARKETPLACES


Is this the Future of IT?

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Not quite. 3 of the 4 steps. Removal not there.


Use App Store to define Behaviour


You want a quick fix? FOCUS on Self Service FOCUS on Catalog FOCUS on Automated Delivery and Removal

› Build relationships as part of the PROCESS › SUDDENLY it’s just like Amazon

We know what you have › It’s just like Apple

You request it, it arrives

Yet at the back, it’s ITSM It’s only possible with ITSM


It’s just like cooking

Remember Keep it Simple

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QUESTIONS

73


Jeff Hance Scott Kaplan LANDesk Software LANDesk Software [email protected] [email protected] 407 712 0065 954 592 4244

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LANDesk Service Desk: http://www.youtube.com/watch?v=fV31vx9Rtg0 LANDesk Blog: http://www.landesk.com/blog/



http://www.youtube.com/watch?v=fV31vx9Rtg0

http://www.landesk.com/blog/

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Sophie Klossner

Sophie Klossner has been a core member of the HDI team since 1992. In the early years of her tenure, she focused on event planning, content development, and speaker coordination; in addition, she managed HDI’s human resource department for eight years. In December 2009, Sophie became the director of membership, where she brings her many years of member advocacy and relationship-building strengths to expanding HDI’s membership and increasing the value membership provides to the community.

Volunteer?

Closing & Raffle

• Additional Networking Sponsored by TEKsystems Happy Hour Location Dave & Buster’s

• Next Meeting September 20 at Carnival Cruise Lines

Thank You

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