Purchasing software in 2010 involves new ways of look at licensing, delivery and your customer experience. The ITSM market space has more vendors today than ever before with new organizations coming to market each day. ITIL has commoditized software solutions themselves. When every vendor has an incident module how do you tell the difference anymore? Are 14 certified process levels enough or too much? What does the new OGC certification scheme mean and how does an organization leverage social media to vet their vendor choice. Welcome to 2010, the world is yours, choice wisely. -------- For four years I've has been using low-friction data collection to capture hundreds of elements of my life into a repository for search, visualization and analysis. MEDIA and PRESS INFORMATION: http://chrisdancy.pressfolios.com/ Feel free to reach out at chris.dancy@gmail.com, +1-303- 872-0786, or by texting "chrisdancy" to 50500.

1. Selecting ITSM Software HDI Western Regional Tour Dallas - Phoenix – Los Angeles – Orange County – San Diego – San Francisco – Modesto - Sacramento

2. Agenda Welcome – ServiceSphere- Chris Dancy Disclaimer The Need? The Warning! First Things First Searching Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

3. Agenda FUD Shields Activate Pick of the Litter – The Demo Pick of the Litter – The Aftermath Second Guess Yourself I Now Pronounce You Chuck & Larry Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

4. Who Do You Think You Are? Started as a Help Desk Tier One 1990 Moved to Help Desk Manager FrontRange HEAT & ITSM Consultant Integrations Product Manager for Service Desk & Desktop Management Tool Business Development / Thought Leadership Touchpaper Founder ServiceSphere

5. ServiceSphere Invoke the IT support customer experience to embrace the social support journey.

6. Zendesk Founded 1997 Help Desk Software doesn’t have to be costly and complicated and should be focused on the customer experience. SaaS, Customization, and Quick To Start Using “Our life is frittered away by detail. Simplify, simplify!”– Henry David Thoreau Not Your Traditional Vendor, but a Community! One More Thing….

7. HootSuite Founded 2008 Social Dashboard Scheduling, Team and Stats! Integration into zendesk!!!! One window to your support discussion. One More Thing

8. The Need Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Analyze Your Need Out of Maintenance Software for the sake of software Leadership Change ITIL Kool-Aid Before you Jump, give your internal processes some attention. “Any process will improve with some attention” –The IT Skeptic

9. The Warning Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com No matter how good the decision, some one will no be happy. This will be a political processes so check your egos at the door Remember, Vendors need you. It’s a buyers Market; NOW, more than ever. Consider bringing in a specialist to help guide you through the process of selection.

10. The Warning Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com "I have since come to understand that the answer eluded me because it required a lesser mind, or perhaps a mind less bound by the parameters of perfection“ Software will not solve your problems…..Process won’t make your software any better. People are the only thing that will make this happen.

11. First Things First Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Build your Noah’s Arch (Team / Community) Make Your First Meeting About Communication Channels. USE those channels! SharePoint Twitter Avoid Email if Possible

12. First Things First Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Define Business Requirements What is the Scope (BEWARE) (Kill the zombie w/ targets) Budget (No need for the kitchen sink) Timeline (Plan now for at least 24 months out) Project Plan Define Criteria Talk to your Customers Talk to your Level One Techs Create your DREAM LIST

13. First Things First Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

14. First Things First HDI C. Farver Project Plan Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

15. First Things First - Considerations Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Create Single GATEKEEPER for all external communications. RFP/RFI (check box warning) Keep it under 200 pages! ITIL Kool-Aid Service Catalog Self Service CMDB? Department Creep

16. First Things First - Considerations Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Clone Wars

17. Searching Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Analysts Trade Shows Industry / Peer Review Vendor Forums Social Media

18. Searching - Analysts Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com See Past Uranus

19. Searching - Analysts Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com See Past Uranus

20. Searching – Trade Shows Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Stand back and watch Talk to Attendees Booth Size = To the Lack of One on One Attention Don’t use your work email in registration

21. Searching – Industry Peer Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Attend Local User Groups Subscribe to Newsletters Talk to Attendees Get active in forums and leadership in local groups.

22. Searching – Vendor Forums Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com When possible sign up to tech forums on Vendor Sites. http://support.XXXXX.com News Groups (Google search under “Groups”)

23. Searching – Social Media Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com LinkedIn – Answers Twitter Google Vendor XXXX “problem”, etc. BEWARE OF TROLLS

24. FUD Shields Activated Hyperbole ROI (return on ignorance) Federated (POC) Configuration – Customization SaaSy (Is your head in the clouds?) Analyst X “Says…..” (the economy is strong) % of FTE (people don’t come in fractions, installation vsmaint.) Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

25. FUD Shields Activated Hyperbole Integration (yea right…see the matrix) Process (only for cheese) TCO (ok for prius) Module (you are kidding me?) Road Maps (your trippin) Remember if You Want a BURGER Bakery Butcher Farmers Market Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com

26. FUD Shields Activated Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Remembering biblical verses doesn’t make someone spiritual

27. Pick of the Litter – The Demo Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Create your own script Script 3-4 average scenarios in your environment. Do NOT go by the standard demo. The Demo Exploration During the scenarios, ask for a change that was not mentioned in the script. Make That Change Everyone can make changes to the systems, ask for that change to be there after a closure of the system.

28. Pick of the Litter – The Demo Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Record the demo if possible. Give the presenters at least 30 minutes to setup. Look for attention to detail; Your Users, Your Logo, Your Work flow, Your Categories. Make sure the vendor understands your line of business and has studied your organization, ask questions about your organization to the vendor. Core Product Gottcha! Be on the watch for good cop / bad cop.

29. Pick of the Litter –The Aftermath Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com SPOC Beware of References Remember that BIG NAMES usually have multiple service desks. Ask to Speak to a customer that is in the middle of an implementation. Ask to audit for a day, education (priceless).

30. Pick of the Litter –The Aftermath – Part 2 Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Visit an installation Create a Proof of Concept for Last Two Vendors Do not over buy, the modules will be there later Interview technical consultants TAKE YOUR TIME, DO NOT BE PRESSURED BY END OF MONTH/QUARTER!

31. Second Guess Yourself Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Licensing Training Knowledge Service Catalog / Self Service Leave your old stuff behind Canned Reports belong THERE Have a back up, that didn’t make the cut (Politics)

32. I Now Pronounce YouChuck & Larry Confidential, All Rights Reserved, ServiceSphere™ 2008 http://www.servicesphere.com Invest Time in running dual systems Invest Time Marketing The “NEW” Service Desk to the entire organization. News Letter Promotions and Contests Signs and Banners Take Time For You This decision is good for 24 months! (Just Kidding)

33. Thank You! info@servicesphere.com @servicesphere http://www.facebook.com/servicesphere