HDI Capital Area Meeting Slides August 28, 2015

Welcome!(Updates(from(HDI(Corporate(and((HDI(Capital(Area(Local(Chapter(

(August 28, 2015

What’s Hot at HDI

•  HDI’s Annual Support Center Survey is Now Open Want an Apple Smart Watch? Take HDI’s Support Center Practices & Salary Survey and you'll be entered to win one! You'll also receive the resulting report to help you validate current practices or justify the need for new processes, technology, or staff. Take the survey at www.ThinkHDI.com/Survey.

•  Your Road to BIG Savings! Starting August 1, all Professional level memberships (new and renewals) will be available for only $295. Learn more at ThinkHDI.com/Membership.

Not a Member? Join Today!

Become a Professional member for just $495! Get more benefits to ensure your professional growth today. Enjoy benefits like: •  Attend local chapter and vChapter meetings •  Access to HDI Practices and Salary Reports •  Discounts on HDI Conferences, Events and Training •  Apply for HDI awards •  And much more!

Learn more at www.ThinkHDI.com/Join

or by calling 800.248.5667

New Content to Share! Research Brief: “Supporting the Internet of Things”

M

Article: “The Future of IT Support”

Article: “The Rapid Evolution of IT Culture”

Infographic: “Service Management: Not Just for IT Anymore”

New Blog: “The Intersection of DevOps and ITIL”

White Paper: “The State of Quality Assurance in Technical Support” M

M Content is available to members only (Resources and above)

C

C

C Content is available to community members and above

Thank You HDI CA 2015 Sponsors!!

Today’s speaker

Get smART! With Cherwell Software ambassador

and IT industry legend Malcolm Fry

Get SMArt!

Malcolm'Fry'Cherwell'and'ITSM'Ambassador'

No NOT that Get Smart

Salvador Dali

George Seurat

Claude Oscar Monet

John William Waterhouse

L S Lowry

Stephen Wiltshire

Bev Doolittle

Leon Keer

Banksy

Am I having a Dali moment?Or Is it a A moment?

Which one do you prefer?

•  Workarounds'are'one'dimensional'•  Look'at''services'with'an'open'mind'•  Percep@on'is'the'key''

•  Don’t'accept'vague'or'incomplete'•  Feel'good'is'good'for'staff'•  Stay'focused'on'staff'and'services'

•  The'danger'is'in'the'detail'•  Precision'takes'@me'and'resources'•  Result'is'not'always'what'you'wanted'

Or is it one of these?

•  The'struggle'for'100%'•  You'need'a'team'dream'•  The'clearer'the'dream'the'beKer'the'results'

•  Don’t'manage'chaos'eliminate'chaos'•  Plan'L'get'involved'in'change'etc.'•  Get'involved'in'new'services'L'ques@onnaire'

•  You'can'achieve'great'services'with'guts'•  Document'quality'AND'performance'•  Develop'staff'to'meet'their'poten@al'

Or maybe one of these?

•  Always'review'before'accep@ng'•  Look'for'hidden'anomalies'•  Learn'from'experience'–'knowledge''

•  Keep'your'ITSM'perspec@ve'•  Go'to'the'correct'mee@ngs'•  Look'from'every'angle'–'customer'first'

•  Make'your'presence'felt'•  Issue'reports'that'impress'•  ITSM'will'inherit'the'world'

If you ran an art museum!!!

Lowe Museum Miami

Typical ITIL gallery

Service'Transi@on'

Service''Opera@on'

Service''Design'Con@nual'Service'Improvement'

Service''Strategy'

Financial'Management'for'IT'Services'

Service'PorVolio'Management'

Demand'Management'

Strategy'Management'for'IT'Services'

The'7'step'improvement'process'

Transi@on'Planning'and'

Support'

Change'Management'

Service'Asset'&'Config.'Management'

Release''&'Deployment'Management'

Service'Valida@on'and'Tes@ng'

Change'Evalua@on'

Knowledge'Management'

Event'Management'

Incident'Management'

Request'Fulfilment'

Problem'Management'

Access'Management'

Service'Catalog'Management'

Service'Level'Management'Availability'

Management'

Capacity'Management'

IT'Service'Con@nuity'Management'

Informa@on'Security'Management'

Supplier'Management'

Service'Desk'

Technical'Management'

IT'Opera@ons'Management'

Applica@on'Management'

Business'Rela@onship'Management'

Design'coordina@on'

Service'Transi@on'

Service''Opera@on'

Service''Design'Service''Strategy'

The ITIL / ITSM Honeycomb Approach

ITIL'from'a'different'viewpoint'

ITSM life cycle

Transi@on'Planning''and'Support'

Change'Management'

Service'Asset'and''Config.'Management'

Release'and'Deployment'Management'

Service'Valida@on''and'Tes@ng'

Evalua@on'

Knowledge'Management'

Service''Transi@on'

Event'Management'

Incident'Management'

Request'Fulfilment'

Problem'Management'

Access'Management'

Opera@onal'Ac@vi@es'in'other'Lifecycle'Phases'

Service'Desk'

Technical'Management'

IT'Opera@ons'Mgt'(Control'&'Facili@es)'

Applica@ons'Management'

Service''Opera@on'

Service'Catalog'Management'

Service'Level'Management'

Availability'Management'

Capacity'Management'

IT'Service'Con@nuity'Management'

Informa@on'Security'Management'

Supplier'Management'

Requirements'Engineering'

Data'&'Informa@on'Management'

Service'''Design'

Financial'Management'

Service'PorVolio'Management'

Demand'Management'

Service'''Strategy'

Change'

Management'

Service'Asset'

and'

Configura6on'

Management'Release'and'

Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

ITIL'Processes'I'The'ACTION'processes'

Change'

Management'

Service'Asset'

and'

Configura6on'


Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

Service'

Catalogue'

Management'

Service'Level'

Management'

Service''

Valida6on'

and'

Tes6ng'

Change'

Evalua6on'

Knowledge'

Management'

The'sevenIstep'

improvement'

process'

ITIL'Processes'I'The'INFLUENCERS'processes'

Change'

Management'

Service'Asset'

and'

Configura6on'


Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

Applica6on'

Management'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Transi6on'

Planning'and'

Support'

Technical'

Management'

Service'

Catalogue'

Management'

Service'Level'

Management'

Service''

Valida6on'

and'

Tes6ng'

Change'

Evalua6on'

Knowledge'

Management'

The'sevenIstep'

improvement'

process'

ITIL'Processes'–'The'RESOURCING'processes'

Change'

Management'

Service'Asset'

and'

Configura6on'


Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

Applica6on'

Management'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Transi6on'

Planning'and'

Support'

Technical'

Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Service'

PorRolio'&'

project'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Strategy''

Management'

for'

IT'services'

Business'

Rela6onship'

Management'

Design'

coordina6on'

Service'

Catalogue'

Management'

Service'Level'

Management'

Service''

Valida6on'

and'

Tes6ng'

Change'

Evalua6on'

Knowledge'

Management'

The'sevenIstep'

improvement'

process'

ITIL'Processes'I'The''UNDERPINNING'processes'

Change'

Management'

Service'Asset'

and'

Configura6on'


Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

Applica6on'

Management'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Transi6on'

Planning'and'

Support'

Technical'

Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Service'

PorRolio'&'

project'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Strategy''

Management'

for'

IT'services'

Business'

Rela6onship'

Management'

Design'

coordina6on'

Service'

Catalogue'

Management'

Service'Level'

Management'

Service''

Valida6on'

and'

Tes6ng'

Change'

Evalua6on'

Knowledge'

Management'

The'sevenIstep'

improvement'

process'

''Check' ''Do'''Act''''

Plan'

ITIL'Processes'I'The'complete'view'

Change'

Management'

Service'Asset'

and'

Configura6on'


Deployment'

Management'

Event'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Access'

Management'

IT'Opera6ons'

Management'

(Control'&'

Facili6es)'

Applica6on'

Management'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Transi6on'

Planning'and'

Support'

Technical'

Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Service'

PorRolio'&'

project'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Strategy''

Management'

for'

IT'services'

Business'

Rela6onship'

Management'

Design'

coordina6on'

Service'

Catalogue'

Management'

Service'Level'

Management'

Service''

Valida6on'

and'

Tes6ng'

Change'

Evalua6on'

Knowledge'

Management'

The'sevenIstep'

improvement'

process'

''Check' ''Do'''Act''''

Plan'

ITIL'Processes'–'Iden6fy'the'anomalies'

Release'and'

Deployment'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Business'

Rela6onship'

Management'

Service'

Catalogue'

Management'

Service'Level'

Management'

Knowledge'

Management'

ITIL'Processes'–'Iden6fy'the'anomalies'

Release'and'

Deployment'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Service'Desk'

Availability'

Management'

Capacity'

Management'

Demand''

'Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Business'

Rela6onship'

Management'

Service'

Catalogue'

Management'

Service'Level'

Management'

Knowledge'

Management'

Create'your'own'view'

Release'and'

Deployment'

Management'

Incident'

Management'

Request'

Fulfilment'

Problem'

Management'

Availability'

Management'

Capacity'

Management'

Service'Desk'

Demand''

'Management'

Financial'

Management'

for'

IT'Services'

IT'Service'

Con6nuity'

Management'

Informa6on'

Security'

Management'

Supplier'

Management'

Business'

Rela6onship'

Management'

Service'

Catalogue'

Management'

Knowledge'

Management'

Service'Level'

Management'

Create'your'own'view'

Art is every?here just look for it

Bev Doolittle

Thanks [email protected]

ThanksMalcolm Fry

ITSM an. Cher?ell Ambassa.or

HDI Capital Area Meeting Slides August 28, 2015

Technology

Transcript of HDI Capital Area Meeting Slides August 28, 2015