incident, problem, change, knowledge…and service catalog? a powerful circle
TRANSCRIPT
IT Services Essentials:
Incident, Problem, Knowledge, Change and…Service Catalog?
Answer the Question – Why Are We Doing This?
2
Speaker Bios
DON CASSON, CEO, EVERGREEN SYSTEMS
Don has led Evergreen Systems since its founding in 1997. Over the years he has spoken at conferences, authored white papers and been interviewed for numerous industry periodicals.
Contact: [email protected]
JEFF BENEDICT, ITSM PRACTICE MANAGER, EVERGREEN SYSTEMS
Jeff manages the ITSM practice at Evergreen and has worked with ITSM tools for 15+ years. Jeff is an active contributor to the Evergreen Blog and Twitter. (twitter.com/JeffSBenedict)
Contact: [email protected]
3
Today’s Agenda
• About Evergreen• Incident, Problem, Knowledge, Change and…
Service Catalog? • Evergreen’s Self-Service Catalog & Portal (built
on ServiceNow)• Possible Next Steps / Q&A
• 80-person U.S. IT Consulting Firm
• Worked with hundreds of Mid-Market, Fortune 1000 Companies and Public Sector Organizations
• Full lifecycle firm with deep ITSM / ITIL transformation experience
• One of Top 5 ServiceNow U.S. partners
• Primary Focus – “Customer-Centric IT Service Management”
4
About Evergreen Systems
Sample ClientsQuick Facts
5
Traditional ITSM – Where’s the Customer?
Incident
Change
Problem
Knowledge
Self Service Catalog & Portal
Start!!
2 Years Later…
Here I am!
How Can This Even Happen?
6
Start With the Customer – Change What You Do
Self Service Catalog & Portal
Change
Problem
Knowledge
Incident
The Customer is a “Litmus Test” of Real Value
7
What’s Wrong With This Picture?
ARE WE LOOKING THROUGH THE WRONG END OF THE TELESCOPE?
8
Useful Grounding
Incident. An unplanned interruption to an IT Service or areduction in the Quality of an IT Service. Failure of a Configuration Itemthat has not yet impacted Service is also an Incident.
Problem. A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.
Knowledge. The Process responsible for gathering, analyzing,storing and sharing knowledge and information within an Organization.
The primary purpose of Knowledge Management is to improveEfficiency by reducing the need to rediscover knowledge.
Change. The addition, modification or removal of anything that could have an effect on IT Services. The Scope should include all IT Services, Configuration Items, Processes, Documentation etc.
ITIL def…
Design From the Customer In, Not IT Out
Design Management Needs In From The Start
Give the Customer What They Want to Get What We Need
Customer Experience
Execution Effectivenes
s
Governance & Accountability
Balanced Design Principle
9
Build for the Providers Too or It Will Not Work
Customer Experience
Execution Effectivenes
s
Governance & Accountability
Give the Customer What They Want to Get What We Need
The Critical Customer – Provider Ballet
10
Change
Interactions of the Parts
11
Incident
ProblemKnowledge
An Investigative Methodology
12
PROCESSDISCOVER /
REVIEW
IMPROVE
AUTOMATE / ELIMINATE
PUBLISH & LEAD
13
Problem
• A ready source of potential opportunities• Analysis may be in progress, or even complete• May already be deemed high value
The easiest place to start
Actions
1) Review current & past problems with Problem Manager. What are the top 10?
2) Identify improvement opportunities – root cause & proactive measures. Are there any logical groupings?
3) Automate / Eliminate through workflow & self service, other choices.
4) Publish & Lead via Knowledge (improved process) or Service alternatives.
14
Incident
• The greatest aggregation of sources of opportunities – issues / problems, queries, requests…but
• Organization of data usually poor• Reactive, high volume nature of activity limits inspection
The biggest flytrap
Actions
1) Review top 10 incidents, queries & requests with Incident Team. Ask open ended questions – be a Detective!
2) Identify top improvement opportunities – discuss causes & possible measures to prevent. Think out of the box.
3) Automate / Eliminate through workflow & self service, other choices.
4) Publish & Lead via Services, common Requests and / or Knowledge.
15
Incident - Mine Outside Sources
1. Macros in this project are disabled”
2. Solid Black Bar When Typing
3. Prompt to Save to Normal Template
Microsoft Word Logo4. Title Bar Flashes
5. Recovering a Lost File
6. Unable to open Word document
7. Typing, Spellchecking and Grammar Checking
8. Outdated Printer Driver
9. Inserting a symbol causes Word to crash
10. Fields Don’t Display Correctly after Mail merge
11. Applying Bullets and Numbering causes Word to crash
12. Mail merge with different data sources files
13. Word files open/save slowly
14. Toolbars and Menus are Missing
15. How to Move Autocorrect Entries between Computers
16. How to Create a Protected Document using Form Fields
17. Unexpected/unusual behavior in Word
18. Errors on opening Clipart/Clip Organizer
19. Errors installing Service Packs
20. Blank Word Document Contains Text
Per TechiWarehouse.com
TOP 20 ISSUES WITH MICROSOFT WORD Clement Nedelcu's Development Journal
Sharepoint
16
Incident - Mine Outside Sources
17
Knowledge
• Knowledge can become Share & Learn• Direct, causal relationship to many queries and Incidents
IT’s undiscovered opportunity
Actions
1) Review findings from work in Incident & Problem. 2) Identify top 10 improvement opportunities – find and align
knowledge & community sources inside & outside the firewall to enable self service for queries & problems. Identify top education needs – lean in to educating your customers – lead them.
3) Automate / Eliminate through self service for queries / problems. Use workflow / cloud to lead education.
4) Publish & Lead via Services, common Requests, queries, broad search, enabling share & learn workspace.
18
Knowledge in the Community
19
Knowledge - Power of YouTube & wikiHow
20
Knowledge - Create an Online University
21
Change
• We are looking for high volume, low complexity changes• Fragmented nature of activity can limit inspection and
understanding end to end
Where workflow & automation shine
Actions
1) Review top 10 data gathered for clues. Meet with high volume change processors. Ask open ended questions to mine for opportunity.
2) Identify top opportunities – discuss automation options, potential for use of standard change & low risk change automation.
3) Automate / Eliminate through workflow, “change processor” self service.
4) Publish & Lead with pre-built standardized and low risk changes via Service Portal.
Can We Meet the Expectations We Set?
22
Closing Thoughts
23
• Customer centricity changes the value of Incident, Problem, Knowledge & Change
• We are truly surrounded by opportunity – inside and outside our organization
• “Top 5-10 of anything” makes the first bite manageable• We are swimming in best practices examples in our
personal lives• Share & Learn is a staggering opportunity for IT to
dramatically change its value
24
Evergreen’s Self-Service Catalog & Portal
Demo
POWERED BY SERVICENOW
One-Day, Private Service
Catalog Workshop $3,950
Demo our Self Service Catalog & Portal yourself!
Possible Next Steps?
http://www.evergreensys.com25
See how our graphical Service Taxonomy Designer works
26
• Questions?• Thank you for your time.
Wrap-Up