It’s not hard to fathom the excellence you could achieve through IT Service Management. Getting your arms around it all is the hard part. For most organizations, implementing ITSM can feel like being pulled into a deep abyss. You likely have more questions than answers right now. What do you need to be successful? Where do you even start? Listen on demand to this educational webcast, presented by Randy Michaels of Knowledge ToolWorks, a leading expert on IT and business processes, to learn how you can make ITSM work for you without getting tangled up in its ugly tentacles. What you'll take away: -Benefits and pitfalls of adopting an ITSM framework -Answering the questions "Am I ready?" and "Where do I begin?" -Key process and technology considerations for transforming into a high performing, service-driven organization -The people equation and how to get everyone on board --------------------------------- Presenter: Randy Michael President, Knowledge ToolWorks Randy Michael has been in IT and business management for more than 25 years, and is one of the most knowledgeable and sought after thought leaders and trainers in the industry. He is a full content creator and training provider in the area of business and IT processes. Randy is recognized for his unique approach to IT training programs, specifically around ITIL and ISO/IEC 20000. Beyond training, Randy provides assessments and consulting services to organizations of all sizes. His experience spans all facets of IT in various industries including manufacturing, hospitality, transportation, retail, software, training and consulting. Prior to Knowledge ToolWorks, he held leadership roles in IT, operations, training, and business process management. Randy’s has received the following professional certifications including: ITIL® Foundation ITIL® Expert ITIL® Capabilities Stream (OSA, SOA, PPO ) ITIL® Lifecycle Stages (SS, SD, ST, SO) ITIL® (Masters) - V2 Service Manager ITIL® Practitioner V2 (Release & Control, Support & Restore, Agree & Define) EXIN ISO/IEC 20000 Foundation ISO20k – Alignment of IT and the Business according to ISO/IEC 20000 ISO20k – Control of IT Services according to ISO-IEC 20000 ISO20k – Management and Improvement of IT Services according to ISO/IEC 20000 ISO20K – Professional Support of IT Services according to ISO/IEC 20000 Microsoft – MCP, MCSE Cisco – CCNA, CCDA

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Webinar
August 12, 2014

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Randy Michael
President
Presenter
25 years in IT Management
8,000 People Trained
14 ITIL Certifications
5 ISO20k Certifications
Cloud-Based IT Service Desk &
Asset Management Solution
Host

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The In’s & Out’s of
High-Performing Organizations

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Understanding High Performance

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McDonald’s & High Performance?

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High-Performing Organizations don’t
become High Performing by accident.
They decide NOT to be Mediocre!

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Winning…Not
Don’t allow delusion to
cloud what winning
means!

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• Right People
• Right Process
• Right Technology
Winning Requirements

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High-Performing Org’s Require
High-Performing IT
Video
Retail
Music
Lodging
Taxi

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What Causes Outsourcing/Off-shoring?
Are you a cost
center or a
value center?

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High Performance Requires Systems
Consistent Delivery
Repeatability
Delegation of tasks
Value of work product?

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Roadmaps to Success
Frameworks:
Sets of Suggestions for Managing IT Services

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Poll Question

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Continual
Service
Improvement
Service
Operation
Service
Transition
Service
Design
Service
Strategy
Lifecycle stages help us to understand the
natural workflow to be accomplished allowing
delivery of a particular service quality
ITIL® - A Framework for IT Service Management

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ITIL® Core Books / Lifecycle Stages
• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service
Improvement
27 Defined Processes

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It’s a Journey, Not a Project
ITSM adoptions fail by over-reach
SECRET 1

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Unofficial Motto

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K.I.S.S.
• Technologists love “hard”
• Customers and users love “simple”
• Resist the temptation to over
complicate processes & technology
SECRET 2

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Where Do I Start?

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Poll Question

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• What does customer perceive about your
work product?
• What already works?
• Incident/Problem/Change?
– First thing’s first
• What pain points are evident?
Know Thyself
SECRET 3

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Know your Customer
SECRET 4
Wants?
Desires?
Needs?

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IT Service Management
Poor Controls Business Results
IT Services = Work Product

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IT Service Management
Effective &
Efficient IT Controls
Business Results
IT Services = Work Product

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All Businesses Want Three Things:
1. Achieve Objectives
2. Manage Risk
3. Have Fully Utilized Resources

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Circumstances
Needs
Wants
Perception
The Basis of Value:

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Maintaining Control of the
Implementation

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Reasons for ITSM Adoption Failure
• Lack of planning
• Lack of resources
• Lack of senior support
• Wrong technology decisions
• Incorrect expectations
• Cultural acceptance

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Senior Level Support is Critical
• Budget
• Active Participation
• Promoting the decision as the “new” way of
doing things
• Rewarding desired behavior
SECRET 5

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Time-to-Value
• Identify quick wins
• Put every option on
the table
• How big is the
implementation
effort?
SECRET 6

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Choosing an Integrated Solution
• Data collected by one area of
the organization needs to be
available to other areas of the
organization
• Largest input to Problem
Management is Incident tickets
• Speed of resolution directly
correlated to people, assets and
history
SECRET 7

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Cloud vs. On-premise
Tool Implementation Options
Resource Requirements
Staffing Needs
SECRET 8
VS.

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Culture First!

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Create, Deliver and
Communicate Business
Value!
The real business of IT?
[Attitudechange required]

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Cultural Alignment
SECRET 9
• Analyze your cultural
position to validate the
will and support for huge
undertaking
• Prepare the Culture to
accept organizational
Change

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ITSM Overcoming Previous Failure
• Clear and ongoing communication – WIIFM?
• Setting clear customer expectations
• Be a trusted advisor
• Control the perception of IT quality
• Understand and deliver business value

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Changing Perception
Unit
Deliveries
Customizations
Contract
Sales
Month to Date
Year to Date
Units Units Units
Revenue Revenue Revenue
Units Units Units
Revenue Revenue Revenue

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Define Metrics to Success
• Understand the
importance of Metrics
• Have an end-game
• Track behaviors to
success
• Use metrics to identify
improvement needs
• Use metrics to promote
success
SECRET 10

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Promote Organizational Value
[Promote small successes]

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Rights Removal or
Restriction
Identify Verfication
Rights Delivery
Access Management
Process
Monitor & Respond to
Role Changes
SERVICE TRANSITION
Verification & Audit
DML Check-in/out
Planning &
Identification
Control of Accuracy
Status Accounting
Service Asset
& Configuration
Management
Process
License Management
Configuration
Baseline Reports
Release Deployment
Early Life Support
Release Policy
Environmental
Readiness
Build & Test
Release &
Deployment
Management
Process
Release Plan
Collect Knowledge
Establish Knowledge Policy
Knowledge
Management Process
Record / Update
Validate & Approve
Monitor for Accuracy
Schedule of Change
Emergency Changes
Register & Categorize
RFC
Approve or Deny
Change Management
Process
Risk & Resource
Assessment
Change Evaluation
Process
Actual vs. Predicted
Performance
Analysis for
Unintended
Consequences
Risk Analysis
Risk Evaluation
Report Validation & Testing
Process
Test Policy
Risk Based
Approach
Test Plans
Test Models
Validate Performance against
Expectation Prior to Release
Release
Policy
Change Documentation
Change
Schedule
Transition Planning &
Support Process
Define Frameworks, Standards,
Agreements, Legal &
Regulatory compliance,
Contractual requirements
Role
Scheduling
Maintaining
Transition
Policies &
Models
Defining &
Monitoring
Deliverables &
Milestones
Initially Stable Service / Early Life Support
SCMIS CMIS
Svc Catalog HR DB
SMIS
Negotiate
Agree
Monitor
Report
Service Level
Management
Process
Document
Requirements
Review
SLA
OLA
SERVICE DESIGN
Service Design Package
SERVICE OPERATION
Alerts
Incident
Tickets
Service
Request
Work Order
Known Errors
& Validated
Workarounds
SERVICESTRATEGY
Service Charter
Process Workflows
Self-Service
Portal
CONTINUAL
SERVICE
IMPROVEMENT
The 7-Step Improvement Process
Implement
Improvements
Present and Use the
Information
Identify Strategy for
Improvement
Gather the Data Process the Data Analyze the Data
DO CHECK ACT
WISDOM DATA WISDOMINFORMATION KNOWLEDGE
Define What You Will
Measure
1 2 3 4 5 6 7
PLAN
© Copyright 2013. All RightsReserved. www.KnowledgeToolWorks.com. Based on I TI L® M aterials. Reproduced under License from the Cabinet Office.
CMDB
Change
Records
Release
Plans
Service
Catalog
Change
Schedule
Knowledge
Base
KEDB
Service
Catalog
Business/Customer-FacingServiceCatalog
Technical/SupportingServiceCatalog
Service
Definition
Interfaces &
Dependencies
Service Catalog
Maintenance
Service Catalog
Production
Service
Catalog
Management
Process
Performance
Reporting
Contract
Security
Policy
Capacity
Plans
Projected
Service
Outage
Availability
Plan
Continuity
Plans
Negotiate
Maintain SCD
Review &
Renegotiate
Monitor
Suppliers
Supplier
Management
Process
Business Impact
Analysis
Invocation
Continuity Plan
Testing
Continuity Planning
Policy Setting
Risk Assessment
IT Service
Continuity
Management
Process
Identify New
Requirements
Plan New Capacity
Improve
Review
Usage Monitoring
Capacity
Management
Process
Requirements
Implementation
Monitoring
Planning
Reporting
Availability
Management
Process
Establish Framework
Maintain & Improve
Evaluate
Implement
Security Policy
Information
Security
Management
ProcessRequirements
Strategy Generation
Strategy Execution
Strategic Assessment
Development of
Strategic Assets
Strategy
Management for
IT Services
Patterns of
Demand
Business Relationship
Management Process
Maintain Customer
Relationship
Identify Changing
Customer Needs
Service Valuation
Budgeting
Accounting
Costing & Charging
Financial
Management
for IT Services
Financial
Plan
Service Portfolio
Management
Process
Define
Analyze
Approve
Charter
User Profiles
Demand
Management
Process
Request Fulfillment
Process
Interface Design
Logging
Request Models
Sourcing & Fulfillment
Request Ticket
Closure
Detection & Logging
Major Problem
Review
Investigation &
Diagnosis
Resolution
Prioritize
Categorization
Problem
Management
Process
Closure
Response
Monitor
Detect
Correlate
Event Management
Process
Security
Policy
Access
Request
Incident
Records
Incident Closure
Initial Diagnosis
Escalation
Investigation
& Diagnosis
Resolution
& Recovery
Identify & Log
Categorization
Prioritization
Incident Management
Process
Patterns of Business
Activity
RFC to
Change
Management
Business
Case
Design Coordination
Process
Plan
Design
Resources
Improve
Service Design
(Stage)
Design & Maintain
Policies &
Methods
Coordinate Individual
Service Design Packages
Review of Design and
Service Design Package
prior to handover
Assessment Benchmarking
Service
Measurement
Metrics
Return on
Investment
Service
Reporting
Improvement made Easy
STOP doing what DOESN'T WORK
START doing what MAY WORK
KEEP doing what DOES WORK
Performance
Reporting
r.149
770-213-4235
www.KnowledgeToolWorks.com
TRAI N ◇ TRANSFORM ◇ BUILD
Process Workflows: Only implement the processes that
make sense for your organization now, but create an
overall plan for future needs

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Final Thoughts:
Knowledge vs. Application
• Don’t move too fast
• Expect Set-backs
• Beware of the “experts”
• Be clear on the targets
• Communicate, communicate, communicate

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Final Thoughts:
Knowledge vs. Application
• Knowledge is important
• Understanding is more important
• Acceptance is most imporant

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Final Thoughts:
Knowledge vs. Application
• Plan informally
• Plan formally

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ITIL Foundations for IT Service Management
Lifecycle Courses Capabilities Courses
Managing Across the Lifecycle
ITIL Expert
ITIL Master
 Service Strategy
 Service Design
 Service Transition
 Service Operation
 Continual Service Improvement
 Operational Support and Analysis
 Service Offerings and Agreements
 Planning, Protection and
Optimization
 Release, Control and Validation
ITIL® 2011
Certification Scheme

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What We’re Hearing Clients Really Want
(and Really Need)
• ITIL-ready solution (so you can celebrate those
small victories Randy mentioned!)
• Feature-rich solution without all the complexity
• Unify assets, tickets and people all in one place
• Available anywhere (Mobile)
• Transition to service-orientation; provide and
facilitate needs of entire organization

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What Makes Samanage Different . . .
And Uniquely Able to Address Your Challenges
• Instant value:
Clients able to get up and running in 14 days
• Code-free customization:
No professional services needed
• We make people happy:
Our product is fun and easy to use
• Keeping YOU on the cutting edge of ingenuity:
1,400 deploys to production 1H 2014
• We bring it all together:
Unified IT Service Desk and Asset Management

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The Proof’s in the Pudding
(Mmmm . . . pudding . . .)
500+CUSTOMERS
47COUNTRIES
42SUPPORTED
LANGUAGES
250%GROWTH YOY
1,000,000+
ASSETS MANAGED

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Interested to learn more?
Here’s a link to start your free trial and test it yourself:
www.samanage.com/signup.html
Want to start a discussion with Randy?
Reach him at: randy@knowledgetoolworks.com

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CONTINUE THE CONVERSATION
Join us at https://Community.Samanage.com to continue the
conversation with Randy, your peers and Samanage’s Product team
members.