Six ways to make your ITSM wholesome Pradyut RoyITSM today is a set of... processes ITIL service strategy Financial and service portfolio monagement ITIL service transition Change, release and knowledge ‘management ITIL service operation Service desk, incident & problem management, request fulflment ITIL service design Service catalog and service level management cs! Service reporting handled by different people Finance analyst, service portfolio ‘ond catalog manager ‘Change manager, project manager, risk manager, and QSA and testing manager Service desk, incident manager, problem manager Service catalog manager, Service level manager Service desk using different tools ITAM ond service management tools Project management, collaboration & ‘commurication,ITAM & CMDB, and service management tools “Ticketing, workflow automatons, collaborotion & communication fools Service management and ITAM tools Bland reporting tools Managetnginé)Move IT from the ‘back room to the boardroom with standardized processes, intelligent ‘automations & predictions, & deep Insights into data When executed well, ITSM can Bethe epicenter of IT infrastructure management ‘that interacts with other ‘touchpoints of management Bridge the ‘gop between business & IT by streamlining management best practices across the enterprise Transform the end-user experience by creating new ond effective channels for support and collaboration ag Contribute to the Vision and growth of the business by playing a solid role in technology ‘management and transforming its IT ‘operations Managetnginé)But then there are everyday issues naa ae ae [= rO 2? oh Incosrtnt Suboptimal -—«—«Noproper == Procams— (connect = _connacthg tence Sorcmer —preietin — eutomaton —withotiertT eset Story Seeltnce Bae = encoeret boreetn dota 4 funciona come Managetnginé)Just like a Wholesome meal contributes to your overall well-being... Managetnginé)Is your ITSM wholesome? Does it contribute to the overall well-being of your IT? Managetnginé)When is my ITSM Wholesome? zt t= aw — c=. Proliferates Transforms Ensures Works exactly Makes your Discovers the best practices, thecustomer uniformity ow youwantit — servicedesk the meaningin not just within'T, experience across service to, downtothe control center data eee ina management last detall, Sra, enterprise Cahaaecaes Managetnginé)1. Make service management cross the boundary between IT and businessHow do enterprise service teams stack up against IT ? * Reference frameworks and standards like ITIL, COBIT, ISO/ICE 2000 * Emphasis on self-service * Automated processes and workflows * Metrics-driven visibility and insights into operations and customer experience * Technology adoption for service management functions Managetnginé)‘Travel Request raised in Travel Portal The story of my journey jroverbesk Hotel Desk i ‘Admin aaa Hotel Laptop Tshirts ‘s Reservations eneryption g TicketTee aun} Toward Co) ele ea la wholesome ITSM a management Executing WR ale) | management Make service management cross boundaries and go beyond IT2. Leverage Intelligent technologyWhere do we have to get smarter with our service desk ops? ® Performing actions that @ Performing actions that humans are bad at humans would rather not do Identifying tickets that might violate + Manually categorizing and SLAS prioritizing tickets Identifying the right window to push + Handling L incidents which clready hove patches to hundreds of machines @ documented resolution or workaround Performing impact analysis and risk + Responding to all user messages, which minimization during change planning can include junk or irrelavant requests Managetnginé)Let's get a few things right! iz mw of How can | provide the How can | make my How do | ensure that right information? ticket reach the right my ticket is in the person? right category? Managetnginé)Servicing Transforming the end users Cem eee Leverage intelligent technology7 Ps © 3. Standardize processes c= JHave you been able to standardize your processes? When there are » Paths to be decided * Tasks to be delegated * Notifications to be sent * Approvals to be sought * Data to be collected * Statuses to be changed * Conditions to be checked People to be involved * Access to be restricted Managetnginé)Streamlining the asset ordering process = oe, ovailabiity ‘assetLiletolaE lhe SUM Count] processes Standardize service delivery4.Make ITSM work your wayThe BIG question Have you been able to automate every step of your ITSM process, down to the last deta, to automate processes, add functionality and integrate with third party apps ? Managetnginé)How many of us can do these today? Prevent the creation ‘of more than three tickets in the same category by the same user within 24 hours For every ‘application issue, ‘automatically create a ticket in Jira [aap When users raise a meeting request, a GoToMeeting session should be created and the link updated in the ticket Managetnginé)Facilitate last-mile Toward Poe Living with customizations automation gaps Make ITSM work your way5. Build an integrated approach to service managementClient IT operations management management IT service management © | rronaiytics 2a | all Does your IT IT security Active Directory look like this? management management Silos have their implications!Transform to 360°ITSM Client management aaa ~ IT security Hig] opens management management IT service management Active Directory ITanalytics managementAssociate the devices provided to the user in Active | Ssetsouser count Directory for tracking | z In Active Directory oe Sas oo device to the user Exchange mailbox END USER ONBOARDING oe insta equred ® CD erctean ee one Provision @ laptop or desktop with Create G Suite and Skype ‘the required operating system for Business accountsToward Poe Ere R arts fet oe ae Kol 4 Being a | Build an integrated approach to service management6. Discover the meaning in dataIs our reporting today about counting numbers or connecting the dots? Metrics How many incidents did we close last quarter? How many agents do we have? What is the average cost to resolve an Incident? Analytics = How can we close more incidents. without ramping up the team? * Are our agents optimized to meet this teor's service desk goals? * Can we reduce the cost per ticket without adjusting our IT budget? Managetnginé)Let's try to find some answers a) Why is the resolution time of Of late, our employee on-boarding tickets on the rise? service requests are taking a longer time to complete. what's causing the delay? Managetnginé)Generating reports eee tena Roe Execute an analytics strategyTowards a wholesome ITSM @ From —_— Executing IT service management Servicing users Inconsistent processes Living with automation gaps: Being a service desk Generating reports ©) Transformation ==> i To Make service management cross the boundary between IT and business Leverage intelligent technology Standardise service delivery Make ITSM work your way Build an integrated approach to service management Execute an analytics strategy Implementing enterprise service management Transforming the end-user experience Ensuring consistency Facilitating last-mile customizations Being the control center of IT Connecting the dots Managetnginé)Good luck in making your ITSM wholesome! Managetnginé)Gamer A) peerinsights.. Review ServiceDesk Plus on Gartner, & get a $25 Amazon gift card fa] + Open http://bitiy/gartner_sdp. a + Sign in with your Linkedin credentials, or create a Gartner account. + Submit your review of ServiceDesk Plus. + After submission, forward your confirmation email from Gartner to hello@servicedeskplus.com. + Welll send you a $25 Amazon gift card, Managetnginé)