1. ITSM is Killing Your Business! Matthew Hooper @VigilantGuy President, Commercial Services Integrated Solutions Management www.ISM4IT.com @ISM4IT #ITSHIFT

2. 2 TRUSTED | ETHICAL | PASSIONATE | EXPERIENCED

3. Proprietary Shift Media Inc. - www.ISM4IT.com Background Matthew Hooper President of Commercial Services @VigilantGuy Mhooper@ism4it.com 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. An industry advocate for Service Management strategies and best practices around ITIL, CObIT, Matt serves on the board of SIM (Society of Information Management) and SHIFT, the community of IT Transformation experts (ITshift.org). Matt is a frequent industry speaker at local and national conferences, and former co-founder/host of ITSM Weekly the Podcast. Find Matt: Vigilantguy.com itSHIFT.org 3

4. Proprietary Shift Media Inc. - www.ISM4IT.com ITSM for who? 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. 4

5. Proprietary Shift Media Inc. - www.ISM4IT.com 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 5

6. Proprietary Shift Media Inc. - www.ISM4IT.com MIND GAP Queue Management Service Management Business Management Business Agility the 6

7. Proprietary Shift Media Inc. - www.ISM4IT.com Queue Management Objective: Fulfill or resolve incoming requests Goal: Facilitate requests Activities: – Log Calls, Emails, Drive-by’s, 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 7

8. Proprietary Shift Media Inc. - www.ISM4IT.com Assets Queue Management 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 Incidents Requests

9. Proprietary Shift Media Inc. - www.ISM4IT.com App Support Works for them.. Or does it. Ops Nothing’s 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 ? 9

10. Proprietary Shift Media Inc. - www.ISM4IT.com Service Management 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 10

11. Proprietary Shift Media Inc. - www.ISM4IT.com Assets Incidents Requests Service Management Service Manager PortalKnowledge Metrics: First Tier Call Resolution On-Target SLA’s Assets under Management # of Changes Managed 11 Changes KB Problem Config Self-Service

12. Proprietary Shift Media Inc. - www.ISM4IT.com Service Management Flow 12 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 Ticket Knowledge

13. Proprietary Shift Media Inc. - www.ISM4IT.com Business Service Management 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 13

14. Proprietary Shift Media Inc. - www.ISM4IT.com Business Service Management PortalKnowledge Event Provisioning Key Metrics: Component failure vs. Incidents Reported Releases vs. Incidents Reported Cost of downtime 14 Auto Assets Incidents Requests Service Manager Changes KB Problem Config Self-Service

15. Proprietary Shift Media Inc. - www.ISM4IT.com Self-Service Request 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 Knowledge Provisioning 15

16. Proprietary Shift Media Inc. - www.ISM4IT.com 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 16

17. Proprietary Shift Media Inc. - www.ISM4IT.com 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 17

18. Proprietary Shift Media Inc. - www.ISM4IT.com Business Agility 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 18

19. Proprietary Shift Media Inc. - www.ISM4IT.com Business Agility Management Key Metrics: Self-reliant requests Availability of new features Increase in Service Value 19 Self-Service PortalKnowledge Event Provisioning Auto Assets Incidents Requests Service Manager Changes KB Problem ConfigPortfolio Supplier

20. Proprietary Shift Media Inc. - www.ISM4IT.com Business Relations Managers Facilitates Agile based project delivery. Business Relations Managers Facilitates Agile based project delivery. Support Center Monitors SLA’s! 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 Change CMDB 20 Cost

21. Proprietary Shift Media Inc. - www.ISM4IT.com Re-Cap 21 Queue Management Service Management Business Management Business Agility

22. Proprietary Shift Media Inc. - www.ISM4IT.com Business Enlightenment 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) 22

23. Proprietary Shift Media Inc. - www.ISM4IT.com Business Enlightenment Key Metrics: Customer Retention NPS Stock Price 23 Self-Service Self-HelpSelf-Heal Event App Store Auto Assets Incidents Requests Service Manager Changes KB Problem ConfigPortfolio Supplier Customer Channel IoT Sensors Market GRC

24. Proprietary Shift Media Inc. - www.ISM4IT.com Q & A Thank you Follow Me: @VigilantGuy ISM: @ISM4IT SHIFT: @ITSHIFT