selecting itsm software

Selecting ITSM Software

Confidential, All Rights Reserved, ServiceSphere™ 2008http://www.servicesphere.com

Vice President, [email protected]

Overview

• How to Select a ITSM Service Desk Software Vendor, and Not Regret it Later!

Planning committees, budgets, demos, and hyperbole, OH MY! Learn from our years of selling software, the questions to ask, and when to walk away. A bridge from the Saints to the Sinners, let us help you make key decisions and vet your vendors before you sign your service desk life away! Your guide starts with this presentation!


Agenda

Welcome – ServiceSphere- Chris Dancy

Disclaimer

The Need?

The Warning!

First Things First

Searching


Agenda

FUD Shields Activate

Pick of the Litter – The Demo

Pick of the Litter – The Aftermath

Second Guess Yourself

I Now Pronounce You Chuck & Larry

SEND QUESTIONS VIA CHAT


Welcome

• Service Desk and Social Media, Why You Should Meet Your Users On Their Terms

• A 12-Step Program for Your Staff When Supporting Your Users Becomes a Codependent Nightmare

• Survey Says! 10 simple rules to transform your surveys.

• How to Select a IT Service Management Software Vendor, AND not regret it later.

• Support Goes Home: How organizations deal with the number of users accessing technology from home.

• ITIL in the Small Organization • What happens when you get a Ferrari and you have no Drivers License:

Getting the ITSM Tool of your Dreams?• The real cost of FCR


Welcome - ServiceSphere


Thought Leadership around IT Service Management

Sharing Information with the ITSM CommunityWebinars

Video Best Practices

Blogs

Social Media Twitter - LinkedIn

Live Support

Welcome - ServiceSphere


ITSM

Professional Services

ITSM

Integration Tools

ITSM

Service Virtualization

Welcome


Offices on Three Continents

24x7x365 Follow The Sun Support

Full Range of Collaboration Offerings

Welcome – Chris Dancy

Started as a Help Desk Tier One 1990Moved to Help Desk ManagerFrontRange HEAT & ITSM ConsultantIntegrations Product Manager for Service Desk & Desktop Management ToolBusiness Development / Thought Leadership TouchpaperFounder ServiceSphere


Give Away & Recommended


Goal

• Organization Focused / Vendor Agnostic• To give an over view of the process – There is much

more to the planning than will be covered.• Best Practices for RFI/ Demo/ POC• To Help IT Service Desk / Help Desk Consumers Vet

Vendors.


Disclaimer

The most signed up webinar of the seriesWelcome Vendors?!?Suggestions are a reflection on a history with ITSM software, NOT any one one vendor.Catalyst for topic was HDI event I attended.Direct endorsements are done on a client by client basis.This topic could be multiple sessions.


The Need


Analyze Your NeedOut of Maintenance

Software for the sake of software

Leadership Change

ITIL Kool-Aid

Before you Jump, give your internal processes some attention. “Any process will improve with some attention” –The IT Skeptic

The Warning


No matter how good the decision, some one will no be happy.

This will be a political processes so check your egos at the door

Remember, Vendors need you. It’s a buyers Market; NOW, more than ever.

Consider bringing in a specialist to help guide you through the process of selection.

The Warning


"I have since come to understand that the answer eluded me because it required a lesser mind, or perhaps a mind less bound by the parameters of perfection“

Software will not solve your problems…..Process won’t make your software any better. People are the only thing that will make this happen.

First Things First


Build your Noah’s Arch (Team / Community)

Make Your First Meeting About Communication Channels. USE those channels!

SharePoint

Twitter

Avoid Email if Possible

First Things First


Define Business RequirementsWhat is the Scope (BEWARE)

Budget (No need for the kitchen sink)

Timeline (Plan now for at least 24 months out)

Project Plan

Define CriteriaTalk to your Customers

Talk to your Level One Techs

Create your DREAM LIST

First Things First


First Things First


HDI C. Farver Project Plan

First Things First - Considerations


Create Single GATEKEEPER for all external communications.

RFP/RFI (check box warning)

Keep it under 200 pages!

ITIL Kool-AidService Catalog

Self Service

CMDB?

Department Creep

First Things First - Considerations


Clone Wars

Searching


Analysts

Trade Shows

Industry / Peer Review

Vendor Forums

Social Media

Searching - Analysts


See Past Uranus

Searching – Trade Shows


Stand back and watch

Talk to Attendees

Booth Size = To the Lack of One on One Attention

Don’t use your work email in registration

Searching – Industry Peer


Attend Local User Groups

Subscribe to Newsletters

Talk to Attendees

Get active in forums and leadership in local groups.

Searching – Vendor Forums


When possible sign up to tech forums on Vendor Sites.

http://support.XXXXX.com

News Groups (Google search under “Groups”)

http://support.xxxxx.com/

Searching – Social Media


LinkedIn – Answers

Twitter

Google Vendor XXXX “problem”, etc.

BEWARE OF TROLLS

FUD Shields Activated


HyperboleROI (return on ignorance)

Federated (POC)

Configuration – Customization

SaaSy (Is your head in the clouds?)

Analyst X “Says…..” (the economy is strong)

% of FTE (people don’t come in fractions, installation vs maint.)



HyperboleIntegration (yea right…see the matrix)

Process (only for cheese)

TCO (ok for prius)

Module (you are kidding me?)

Road Maps (your trippin)

Remember if You Want a BURGERBakery

Butcher

Farmers Market



Remembering biblical verses doesn’t make someone spiritual



Create your own scriptScript 3-4 average scenarios in your environment.

Do NOT go by the standard demo.

The Demo ExplorationDuring the scenarios, ask for a change that was not mentioned in the script.

Make That ChangeEveryone can make changes to the systems, ask for that change to be there after a closure of the system.



Record the demo if possible.

Give the presenters at least 30 minutes to setup.

Look for attention to detail; Your Users, Your Logo, Your Work flow, Your Categories.

Make sure the vendor understands your line of business and has studied your organization, ask questions about your organization to the vendor.

Core Product Gottcha!

Be on the watch for good cop / bad cop.

Pick of the Litter –The Aftermath


SPOC

Beware of References

Remember that BIG NAMES usually have multiple service desks.

Ask to Speak to a customer that is in the middle of an implementation.

Ask to audit for a day, education (priceless).

Pick of the Litter –The Aftermath – Part 2


Visit an installation

Create a Proof of Concept for Last Two Vendors

Do not over buy, the modules will be there later

Interview technical consultants

TAKE YOUR TIME, DO NOT BE PRESSURED BY END OF MONTH/QUARTER!

Second Guess Yourself


Licensing

Training

Knowledge

Service Catalog / Self Service

Leave your old stuff behind

Canned Reports belong THERE

Have a back up, that didn’t make the cut (Politics)

I Now Pronounce YouChuck & Larry


Invest Time in running dual systems

Invest Time Marketing The “NEW” Service Desk to the entire organization.

News Letter

Promotions and Contests

Signs and Banners

Take Time For YouThis decision is good for 24 months! (Just Kidding)

Prize Time


PRIZE TIME!

• First Person To Email and Correctly Answer:

• [email protected]

• Question: Name Two FUD Terms to Beware Of!


Coming to a Webinar Near You

Support Goes Home: How organizations deal with the number of users accessing

technology from home. Details: The 1990 United States census showed over 2 million home

based workers.Studies by IDC estimate in 2007 this number increased to over 8 million teleworkers.The facts are in, knowledge

workers are staying home.The Service Desk has to rise to these new challenges, and the pain is real. Find out how your service

centers can adapt as support goes home!

Friday July 24, 2009


Thank You

Thank you!

For more information on how ServiceSphere can help with Customer Satisfaction and process improvement

strategies, contact :

[email protected]

http://www.servicesphere.com


mailto:[email protected]

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