your first process and beyond
DESCRIPTION
For most people, ITSM starts with the Service Desk and incident management. While that’s a great start, the real benefits come when you move beyond your first process and introduce ITSM as the foundation for extraordinary service delivery. You will learn: A brief history of Service Management and its underlying benefits The “down and dirty” of designing a process The importance on communication and obtaining “buy-in” for ITSM The concept of the ITSM program office Building and executing an ITSM roadmapTRANSCRIPT
Applying ITSM to Higher Education
Ge#ng Started with ITSM
August 22, 2013
Laying the groundwork for ITSM success
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Visit SlideShare.com, search for GoNavvia
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Today’s Hosts
David Mainville, Co-‐founder
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Cecile Hurley, Customer Success Manager
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Housekeeping
QA&Type Your QuesCons Here
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100% ITSM focused - Over 14 years of ITSM success!
Software & Services for your ITSM program
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“IT Service Management is a journey…”
So Why IT Service Management?
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“born out of necessity, ITSM brings order to chaos and results in superior service & improved business
outcomes”
IT Service Management is not…
• Service Management is not a ”tool”
• Service Management isn’t a “process”
• Service Management isn’t a “department”
• Service Management is not the help desk, systems administrators, or an army of technicians
• Service Management is not a “nice to have”
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The purpose of Service Management is make sure IT is run correctly and serves the business
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Service Management Isn’t New!
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Roots go back to the 70’s
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1970’s IBM’s Integrated Systems Management Architecture
1980’s IT Infrastructure Library (ITIL), Enterprise Systems Management (ESM)
1990’s IBM’s IT Process Model (ITPM), Microsob's MOF, ISACA’s COBIT, eTOM
2000’s ISO20000, COBIT 5, AXELOS (Capita / ITIL JV)
Service Management is Timeless…
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…and Technology Independent
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Engage Your Stakeholders!
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Develop a Plan!
Current State
Future State
Quick Wins
Process Enhancement
Technology Deployment
OrganizaConal Change
Design to Improve!
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Find the Balance!
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VS.
Remember to… • Engage ALL your stakeholders • Keep the process simple, concise
and clear • Don’t start from scratch
• Capture automaCon requirements • Validate frequently • Avoid scope creep • Educate and communicate
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Achieving ITSM Governance
• Define your processes
• IdenCfy the Control ObjecCves
• Assign Accountability
• Require evidence
• Measure and report
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Remember to Educate
• Training fosters adopCon
• Build an educaCon plan that addresses all your stakeholders
• Consider various training formats
• Consider using your “go to” people to do the training
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The ITSM Program Office
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Who’s Involved?
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Process Owners
ITSM SME
ESM Tools Architecture
OperaCons & Infrastructure
ApplicaCon Development
Business Liaisons
ExecuCve Steering
SMO
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Four simple things to do!
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Coming Soon
• If you need help we are here!
o ITSM Professional Services o ITSM Education o The Navvia Process Management tool
Check us out: https://www.navvia.com/test-drive
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Thank You!!David Mainville
Twirer: @mainville
navvia.com/library
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