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Business.Next Presented by Matt Hooper VP of Proprietary and Confidential1.

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Presentation on theme: "Business.Next Presented by Matt Hooper VP of Proprietary and Confidential1."— Presentation transcript:

1 Business.Next Presented by Matt Hooper VP of Strategy @VigilantGuy Proprietary and Confidential1

2 Background Proprietary and Confidential Matthew Hooper @VigliantGuy Before joining Acorio as VP of Strategy, Matt Hooper was the former CEO and co-founder of Smak, a knowledge automation SaaS company serving the recruiting and staffing industry. For over 20 years Matt has instituted methodologies for business intelligence and optimization. Leveraging technology to drive business outcomes, he has built an industry reputation for his highly effective approach to performance engineering and process integration. He has been an industry advocate for Service Management strategies and best practices around ITIL, CObIT and is the Marketing and PR Chair for the Boston chapter of SIM (Society of Information Management). Matt is a frequent industry speaker at local and national conferences, and is founder of ITSM Weekly the Podcast, co-founder of SHIFT, the community of IT Transformation experts (ITshift.org). 2

3 App Support Team assembly and review of issue, collection of evidence Ops Rollout Fix Ops Collection of evidence, diagnosis, reassignment Admins Collection of evidence, diagnosis, escalation Development Diagnosis and review, final assessment Service Desk Verifies application issue, notifies Ops End User End User calls Help Desk HELP! Problem Solved ? ? ? ? ? ? ? ? ? Customer Impact The affect on business ? Business.So/Yesterday Proprietary and Confidential3

4 Business.Next IT is no longer a department. IT is the core competency of all business functions. The greater the ability to leverage information, the stronger and more sustainable a business will become. Proprietary and Confidential4

5 MIND GAP Queue Management Service Management Business Management Business Agility the Proprietary and Confidential5

6 Queue Management Objective: Fulfill or resolve incoming requests Goal: Facilitate requests Activities: –Log Calls, Emails, Drive-byes, Etc… –Label cases with a unique ticket # –Assign tickets to appropriate personnel –Monitor volume and load of requests (Queue depth) Strategic benefits: – Reduce call time, wait time and open time –Improve customer interaction Limitations: –Reactive in nature; waits for needs, issues, or request before engaged –Focuses on resources and volume Proprietary and Confidential6

7 App Support Works for them.. Or does it. Ops Nothings changed here. Admins Looks at logs for errors. Checks systems are on- line Help Desk Logs request. Provides ticket number. Assigns to support staff based on best guess. End User End User calls, emails, walks up to Help Desk HELP! ? Ticket Closed Closed state No knowledge captured Queue Management Flow ? Oh $%!^ Ticket ? Proprietary and Confidential7

8 Queue Management Proprietary and Confidential Incidents Requests Assets Queue Manager Metrics: Average Time to Answer Average Open Time for Tickets # of Incidents per Day # of Requests per Day # of Asset requests per Day 8

9 Service Management Proprietary and Confidential Objective: Deliver improved levels of service Goal: Leverage processes to improve service delivery Activities: –Align resources & capabilities to services –Control changes to assets supporting services –Create agreements for services across organization –Monitor processes for quality and timeliness Strategic benefits: – Increase visibility of systems relationship to business outcomes –Identify inefficiencies in standards, process & controls Limitations: –Still reactive in nature –Focuses on processes and controls 9

10 App Support Uninterrupted! Ops Uninterrupted! Admins Event Management detects Load Balancer to Blame. Admins Event Management detects Load Balancer to Blame. Service Desk Logs request. Searches Knowledgebase. Resolves if possible End User End User calls, emails, walks up to Service Desk HELP! Ticket Closed Closed state Knowledge captured Service Management Flow Ticket Knowledge Proprietary and Confidential10

11 Assets Config Service Management Proprietary and Confidential Changes Problem Requests Incidents KB Service Manager Self-Service PortalKnowledge Metrics: First Tier Call Resolution On-Target SLAs Assets under Management # of Changes Managed 11

12 Business Management Proprietary and Confidential Objective: Increase stakeholder value Goal: Leverage IT to create business opportunities Activities: –Use IT as a competitive advantage to drive business results –Establish brand around IT capabilities –Leverage commodity resources for cost efficiency (Cloud/Outsource) –Implement changes based on ROI instead of resource load Strategic benefits: – Increase profitability of business functions – Reduce risks and technical debt Limitations: – Reacts to market conditions and business demand – Business intelligence sits in silos 12

13 Support Center Escalation point for unresolved issues or requests. Helps navigate to appropriate support staff. End User End User is Self-Reliant. Uses Self-Service request system if unable to resolve. HELP! Ticket Closed Closed state Knowledge captured Business Management Flow Request Knowledge Self-Service Provisioning Proprietary and Confidential13

14 Support Center Escalation point for unresolved issues or requests. Helps navigate to appropriate support staff. End User End User is Self-Reliant. Uses Self-Service request system if unable to resolve. HELP! Ticket Closed Closed state Knowledge captured Business Management Flow Incident Knowledge Self-Service Proprietary and Confidential14

15 App Support Outsourced! Ops Outsourced! Admins Event Management detects Load Balancer to Blame. Admins Event Management detects Load Balancer to Blame. Support Center Uninterrupted! End User End User is successfully working Ticket Closed Closed state Knowledge captured Business Management Flow Incident Knowledge Self-Service Event Outage Notice Proprietary and Confidential15

16 Auto Assets Config Business Service Management Proprietary and Confidential Changes Problem Requests Incidents KB Service Manager Self-Service PortalKnowledge Event Provisioning Key Metrics: Component failure vs. Incidents Reported Releases vs. Incidents Reported Cost of downtime 16

17 Business Agility Proprietary and Confidential Objective: Increase ability to deliver new offerings Goal: Become or maintain market leadership Activities: – Utilize business intelligence to accelerate business decisions – Increase departmental technology independence – Accelerate adoption and frequency of changes – Correlate customer demands to technology capabilities Strategic benefits: – Creates real-time feedback loops to technology drivers – Enables faster adoption of change Limitations: –Data captivity and access –Governance, compliance and regulation constraints 17

18 Business Relations Managers Event Management detects Load Balancer to Blame. Business Relations Managers Event Management detects Load Balancer to Blame. Support Center Monitors SLAs! End User End User is successfully working I need I want I have App Support Outsourced! Ops Outsourced! Request Fulfilled Automated provisioning. Business Agility Flow IncidentKnowledge Self-Service Event App Support SaaS Provisioning Portfolio Cost Change CMDB Proprietary and Confidential18

19 Portfolio Auto Assets Config Business Agility Management Proprietary and Confidential Changes Problem Requests Incidents KB Service Manager Self-Service PortalKnowledge Event Provisioning Key Metrics: Self-reliant requests Availability of new features Increase in Service Value 19

20 Business Enlightenment Proprietary and Confidential Objective: Drive forward thinking innovation Goal: Create new markets Activities: – Build core abilities to operational excellence – Rapid validation of market spaces. – Accelerate adoption and frequency of changes – Correlate customer demands to technology capabilities Strategic benefits: – Enables proactive measures through data insights – Increases business value through competitive advantage Limitations: –Data volume, aggregation and processing –Governance, compliance and regulation constraints (no getting away from this) 20

21 Re-Cap Proprietary and Confidential Queue Management Service Management Business Management Business Agility 21 Foundation built on Knowledge = Transformation built on trust

22 Questions THANK YOU! Matthew Hooper Acorio VP Of Strategy @VigilantGuy mhooper@acorio.com (617)412-4388 Proprietary and Confidential ? 22


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