Service Management. Contents This presentation will review:  Major risk factors  How these risks can be eliminated  How this provides a successful.

Slides:



Advertisements
Similar presentations
Creating Your Competitive Proposal Projects, Grants, Fellowships...
Advertisements

Page 2 Agenda Page 3 History –Blue Print, 2000 –GIS Process 1.2, 2001 (training only) –GIS Process 2.0, (ITIL based - not implemented) –Supply/Demand.
ITIL: Service Transition
CSCU 411 Software Engineering Chapter 2 Introduction to Software Engineering Management.
Dr. Julian Lo Consulting Director ITIL v3 Expert
Software project management Module 1 -Introduction to process management Teaching unit 1 – Introduction Ernesto Damiani Free University of Bozen-Bolzano.
1 IS371 WEEK 8 Last and Final Assignment Application Development Alternatives to Application Development Instructor Online Evaluations.
ECM Project Roles and Responsibilities
Project plan for ITIL implementation
Problem Management Overview
Development and Quality Plans
Planning. SDLC Planning Analysis Design Implementation.
Change Management Chris Colomb Trish Fullmer Jordan Bloodworth Veronica Beichner.
Michael Solomon Tugboat Software Managing the Software Development Process.
Basics of Good Documentation Document Control Systems
The way to gain a good reputation, is to endeavor to be what you desire to appear. Socrates.
MethodGXP The Solution for the Confusion.
The Evergreen, Background, Methodology and IT Service Management Model
PMP® Exam Preparation Course
IT Systems Analysis & Design
- 0 - Service Desk Replacement: IBM Service Desk Tivoli Tool Suite –Adopting a new best-in-class ITIL Platform: IBM Service Desk –Accelerated adoption.
November 12th -14th, HP Software Universe Hamburg, Germany 12 th - 14 th November.
10 Years of IT Service Management Cornelis A. Winkler Prins senior consultant & partner Service Management Partners, Inc.
Applied Software Project Management Andrew Stellman & Jennifer Greene Applied Software Project Management Applied Software.
1.  Describe an overall framework for project integration management ◦ RelatIion to the other project management knowledge areas and the project life.
Event Management & ITIL V3
To e or not to e Success Factors for e-Learning in IT training Dr. Peter Dern - SVP Corporate University - Software AG.
Title: Service Management at ChoicePoint Session #: 33 Speakers: Krissi Rouquie & Frederieke Winkler Prins Companies: ChoicePoint & Service Management.
Service Management for CERN Change Management Acceptance Meeting Geneva, Jochen Beuttel.
ITIL Overview 1 Configuration Management Working Group February 8, 2011.
Project proposal for ITIL implementation Subtitle or presenter.
© Fox IT 2010 Planning to Implement by Mike Baker.
Assessment Workshop Title of the Project (date). Project Title Assessment Workshop October 25, 2015© Company Name All rights reserved2 Agenda Purpose.
Chapter 15 Introduction to Systems Development. Learning Objectives Learn how information systems are developed Understand importance of managing SD process.
IT SERVICE MANAGEMENT (ITSM). ITIL\ITSM OVERVIEW  ITIL Framework.
Evaluation Unit EuropeAid Martyn Pennington Head of Evaluation Unit- Devco B2 Workshop on Lessons Learned from International Joint Evaluations French Ministry.
ISMS Implementation Workshop Adaptive Processes Consulting Pvt. Ltd.
Axios Systems IT Service Management Solutions TM Information Management Good Information Makes the Users Efficient and Positive Brian.
Chapter 13  2000 by Prentice Hall Managing Knowledge, Change, and IS Personnel: The Next Challenges Uma Gupta Introduction to Information Systems.
~ pertemuan 4 ~ Oleh: Ir. Abdul Hayat, MTI 20-Mar-2009 [Abdul Hayat, [4]Project Integration Management, Semester Genap 2008/2009] 1 PROJECT INTEGRATION.
IT Service Management: Sample Download 1.
Practical IT Research that Drives Measurable Results Get Started Bringing Order to Help Desk Request Chaos.
Project Management Methodology Project Closing. Project closing stage Must be performed for all projects, successfully completed or shut off by management.
ITIL and Remedy ITSM Implementation Overview
ITIL Project Change Management Workshop 7 February 2007
ITIL Training Observations Rick Kwarciany 12 November 2013.
Introduction to ITIL IT Service Management Collin Smith
Training Objectives Obtain knowledge of the ITIL terminology, structure and basic concepts and to comprehend the core principles of ITIL practices To.
IT Infrastructure Library (ITIL) For You -With Max Mart The ManageEngine Guy!!
ITIL: Service Transition
Provincial Blue Drop challenges
Learning Management System
Information Systems Development
WSP quality assurance tool
17. Managing GIS © John Wiley & Sons Ltd.
T Project Review Group: pdm I2 Iteration
Release Management Release Management.
د. حنان الداقيز خريف /28/2016 Software Quality Assurance ضمان جودة البرمجيات ITSE421 5 – The components of the SQA.
Duck, Duck, Goose Keeping your IRB Ducks in a Row
Establishing Strategic Process Roadmaps
Project Roles and Responsibilities
The Process Owner is the Secret Agent!
ITSM Governance is Imperative to Succeed
Plan the implementation of change
What is GroupBuy?.
Library Research Support
Week Ten – IT Audit Reporting
Applied Software Project Management
Managing Customer Expectations
Presentation transcript:

Service Management

Contents This presentation will review:  Major risk factors  How these risks can be eliminated  How this provides a successful implementation

Risk Elimination

Risk Factors There are several reasons why Service Management implementations fail:  Lack of senior management commitment  Unable to reach consensus on process definitions  Processes cannot be supported by a tool  Tool customization takes too long  Resistance from IT specialists  Inadequate training of IT specialists

Risk Elimination Lack of Senior Management Commitment  Do not start a Service Management implementation until senior management understands its importance and is willing to support it.  Ask senior management to send an to all IT managers and specialists. This must state the commitment of senior management to Service Management.

Risk Elimination Unable to Reach Consensus on Process Definitions  Use a detailed set of field-proven processes to get started  Set-up a board that will review and approve improvement requests after the organization has had some experience with the processes (and the supporting tool)  This completely eliminates or significantly reduces the process definition phase of the Service Management implementation

Risk Elimination Processes Cannot be Supported by a Tool  Ensure that the field-proven processes can be supported by a Service Management application  Do this before starting the implementation project

Risk Elimination Tool Customization Takes too Long  Use a preconfigured database for the Service Management application  This database should contain all settings to ensure that the Service Management application can efficiently support the field-proven processes.  This completely eliminates or reduces the tool customization phase of the Service Management implementation

Risk Elimination Resistance from IT Specialists  Ensure that the specialists receive an from senior management indicating senior management’s commitment to Service Management  Provide specialist with practical instructions, rather than academic guidelines  Make these instructions readily accessible on the organization’s intranet, rather than handing out thick process documents  Give the specialists a tool: =that is pleasant to work with =of which the GUI can be personalized

Risk Elimination Inadequate Training of IT Specialists  Because training is normally provided towards the end of the implementation project, it is often compromised because: =the deadline needs to be met =there is not enough budget left  Avoid this by eliminating (or reducing) the process definition and the tool customization phases  Minimize the training effort required by ensuring that: =the processes are common sense, rather than an intellectual challenge =that the terminology used to describe the processes is not confusing (e.g. incident / problem) =the tool is configured to prevent people from making mistakes

Risk Elimination Summary  Ask senior management to send an to all specialists stating its commitment to Service Management  Obtain a set of processes to eliminate or reduce the process definition phase  Ensure that the processes: =are field-proven =are common sense =provide practical instructions that are readily accessible for reference =use easy to understand terminology  Obtain a preconfigured database with tool settings for complete and efficient support of the processes

Benefits Apart from eliminating or reducing all major risks, the benefits are:  Process definition phase eliminated or reduced =Significant time savings =Significant cost savings (external process consultants) =Avoids internal arguments and frustration =Avoids unsatisfactory compromises  Tool customization phase eliminated or reduced =Time savings =Cost savings  Implementation project team can concentrate on training

Result A Service Management implementation project can be implemented in a short period of time A major portion of this time is dedicated to training Because the processes, the tool, and the implementation plan are field-proven, and because all major risk factors are eliminated or minimized, the implementation is successful.

Can’t we just use ITIL ?

ITIL The IT Infrastructure Library (ITIL) provides the guidelines for organizations that want to define their Service Management processes. It does not provide the processes themselves. Even the processes are not enough, however. They will need to have detailed work instructions behind them to provide a practical benefit to the people who are expected to follow the processes. Naturally, ITIL also does not provide tool settings. Hence, ITIL is not enough. Organizations are still expected to do a lot of work. TheoryTheory HP OpenView Service Desk GuidelinesGuidelines ProcessesProcesses ProceduresProcedures Work Instructions Tool Settings Service Management Tool ITIL GAP Alignability

Conclusion

Service Management Implementation  Best practices following ITIL Guidelines is the goal  Get the technology and the processes in place as fast as possible  Put all your effort into training the team