When Samsung recognized the need for Atlassian applications to adopt ITIL, they turned to us for help. Samsung needed a set of processes for managing, tracking, and communicating their incidents and problems so we streamlined their ITSM processes and configured Jira Service Desk to their needs. Join Jack Harding from Praecipio Consulting and Larry Brock, Chief of Staff for IT at Samsung Austin R&D Center to learn how they significantly reduced their meantime to recovery and resolution, increased meantime between failures, and greatly improved customer and IT Support personnel job satisfaction.

1. The Power of Process
How Samsung Implemented ITIL
JACK HARDING | SENIOR CONSULTANT | PRAECIPIO CONSULTING
LARRY BROCK | IT CHIEF OF STAFF | SAMSUNG AUSTIN R&D CENTER

2. Unleash the potential in
every team.
ATLASSIAN MISSION

3. What support processes are critical for your
IT team?
Incident
Service
Request
Problem
Change
ITIL Certified

4. Respond
Effectively
Communicate
Clearly
Collaborate
Effectively
Improve
Continuously
Incident Management

5. Reduce
Incidents
Increased
Visibility
Continuous
Feedback
Learn & Share
Problem Management

6. Streamlined
Approvals
Change Management
Integrated IT & Dev
Teams
Lean Change Process

7. Process
Processes are often poorly defined or
not implemented appropriately within
the tools
Common
ITSM Pain
Points
Process
Communication
Transparency

8. Communication
Teams work independently of one
another and don’t focus on
communication outside of their silo
Common
ITSM Pain
Points
Communication
Process
Transparency

9. Transparency
Customer or partner teams are often
unable to see into pertinent processes
and work items
Common
ITSM Pain
Points
Transparency
Communication
Process

10. Sometimes a
lighter touch
is needed
ITIL
describes
processes in
great detail
ITIL THEORY
REAL WORLD
PRACTICE

11. Jira Service Desk can be as
LEAN or ROBUST as an
organization needs it to be.
FLEXIBILITY

12. Implementing ITIL at
Austin R&D Center

13. “When did this change?”
“What’s the status?”
“What caused this to happen?”
“Why didn’t I hear about this?”
“Where do I find the schedule?”
“Who approved this change?”
?
?
?

14. No Process
No Source of Truth
Disjointed Communication
Lack of Transparency
Why it didn’t
work

15. We must do
BETTERthan this!

16. Event Incident Problem Change
PROCESS
Define, Publish, Follow
Create on Transition

17. COMMUNICATION
CAB Dashboard
Templated Email Notifications
Single Source of Truth

18. TRANSPARENCY
CAB Calendar
Dynamic Self Service Dashboard
Team Calendars

19. They Know Where to
Find Status and Plans
How Has the Picture Improved?
Better and More
Timely Reporting
Customers Know
What to Expect

21. Be honest and transparent
with your customers
Be intentional
Larry’s
Takeaways
Cultural change in IT drives
change across your
business
Create opportunities for
self service

22. Thank you!
JACK HARDING | SENIOR CONSULTANT | PRAECIPIO CONSULTING
LARRY BROCK | IT CHIEF OF STAFF | SAMSUNG AUSTIN R&D CENTER