the 4 deadly sins of itsm
TRANSCRIPT
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www.invgate.com
The 4 Deadly Sins of ITSM
InvGate: Terry SiddallReaktiv Studios: Andrew Norcross
What They Are and How To
Avoid Them
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IntroductionTerry Siddall (@InvGate)Business Development, Invgate
Terry has been in the ITSM and ITAM space for over 12 years, and has over twenty (20) years experience helping organizations to leverage the right technology to deliver their business outcomes.
Andrew Norcross (@ReaktivStudios)Founder, Reaktiv Studios
Andrew (simply "Norcross" to many) is the Founder and Lead Product Developer at Reaktiv Studios. If he isn't writing code at the moment, he's probably thinking about writing some. Or having a cup of coffee.
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● Pride: When Gut Feelings Conflict With Your Data
● Fear: How Fear Of Making a Mistake Impacts Your IT Decisions
● Greed: We’ll Show You How To Bite Off What You Can Chew
● Hope: There Are No Magic Beans - Tips & Tricks For Success
● New Routines: 5 Steps To Help You Get Data Driven
● Q&A: Your Time To Shine
Agenda
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41% of C levels make critical business
decisions based on intuition, while only
23% use data as their primary driver
Source: PWC
With all of the data we have access to for modern business decisions, why are we making decisions the old fashioned way?
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● Remain Diplomatic
● Be cognisant of your technical debt
● Introduce the element of self alignment
● Embrace the pride your team has in their own work
Reducing The Impact of Pride
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According to a study by Robert Half International, 30 percent of people said their biggest fear is making a mistake
Sometimes your data can speak louder than your words. The key is to focus and work off of your highest quality data
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● Sample reports to get you started
● Recognize the human element
● Tune out the “noise” in your processes
● Connect the dots before making a recommendation
Avoid Repeating Mistakes
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“Think of commercial software as a
house and open source software as
everything you need to build a house -
raw lumber, nails, sheetrock, windows,
plumbing fixtures and the rest. You can
spend your money and buy the house,
or you can spend your time and build
the house. Either way, you pay for your
house.”- Raj Sabhlok
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● If you won’t use it, then don’t buy it!
● Get into the habit of purchasing a result, not a product
● Only bite off what you can chew
● Beware scope creep!
Getting Around Greed
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Problem Management Fact: There is a
90% chance you will find the root cause
when you investigate within 5 days
Source: BNY Mellon
Hope is NOT a strategy
To succeed, you have to get your hands dirty
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Tips & Tricks For Success● Review your legacy processes too!
● Align your tools and your team to your business goals
● Hope is passive, while data is a catalyst for positive change
● Compare your expectations with the results
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The 5 Step, Data Driven Approach
● Counters The 4 Deadly
Sins of ITSM
● Allows you to measure
your progress
● Useful in your non IT
decisions too!
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Gather data andidentify pain points
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Analyze the data you’ve collected
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Settle on a direction and begin your tests
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Measure Progress
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Post Mortem
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Q&A
Terry Siddall (@InvGate)
Andrew Norcross
(@ReaktivStudios)
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History never really says goodbye. History says, “See you later.”
-Eduardo Galeano
Thank you!