Ryan Ogilvie

What the hell is IT doing?

Presented by

Ryan Ogilvie

Twitter:@ryanrogilvie Blog: Service Management Journey Linkedin: ca.linkedin.com/pub/ryan-ogilvie/2b/183/873

What the Hell is IT Doing?

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What the Hell is IT Doing?

Is it really that bad?

• What are we missing?

• We “do” ITIL yet we don’t always see the results we are hoping for

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Where are we going?

If you don't know where you're going, any road will get you there. - Lewis Carroll

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Why we plateau

• Mentality

• Need to think in terms from business experience

• Get out of the rut of thinking like IT – Us vs Them

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Why we plateau

• Process Centric

• Always looking at the same things

• Very easy to look incidents

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Look at some other processes

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• A rebrand may be required

• How will this improve our ability to achieve business outcomes

• Pain vs Pleasure

Marketing 101

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Knowledge

• What does knowledge pertain

▫ CMS

▫ Knowledge articles via portal

▫ Business knowledge

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Knowledge

• Top benefits

▫ Incident

Reduction

▫ Improved business understanding

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Knowledge

• Top challenges ▫ Buy - in

▫ Management of information

▫ Staying current

▫ WORN

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Knowledge

• How do we accomplish our goals

• If Big Daddy Kane was in our position he might say, “ITSM ain’t easy…”

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Event Management

• Operational monitoring

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Monitoring types

• System monitoring : • Watches CPU load, free

memory (RAM), disk space etc. SNMP based hardware monitoring, etc.

• Dependency monitoring : • Checks web server

processes, web server states , %CPU consumption, RSS, etc.

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• Integration : • Tracks third party or

other integration points

• Business activity monitoring: • Records KPI or key

performance indicators like successful transactions per day

Monitoring Services

• What does a monitored service look like?

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Monitoring Services

• What does a monitored service look like?

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Reporting

• Remember if you cant measure it you cant manage it

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Reporting

• Don’t make it over complicated

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Reporting

• Small moves

• Don’t make it over complicated

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Reporting

• Here are our objectives

• Here are our reports on them

• This is our strategy for improvement

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However beautiful the strategy you should occasionally look at the results - Winston Churchill

Wrapping it all up

"You miss 100% of the shots you don't take."

Wayne Gretzky

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Twitter:@ryanrogilvie Blog: Service Management Journey Linkedin: ca.linkedin.com/pub/ryan-ogilvie/2b/183/873/

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Questions?

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