1. Get SMArt! Malcolm Fry Cherwell and ITSM Ambassador

2. No NOT that Get Smart

5. Salvador Dali

6. George Seurat

7. Claude Oscar Monet

8. John William Waterhouse

9. L S Lowry

10. Stephen Wiltshire

11. Bev Doolittle

12. Leon Keer

13. Banksy

14. Am I having a Dali moment? Or Is it a ….moment?

15. Which one do you prefer? Workarounds are one dimensional Look at services with an open mind Perception 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 time and resources Result is not always what you wanted

16. Or is it one of these? The struggle for 100% You need a team dream The clearer the dream the better the results Don’t manage chaos eliminate chaos Plan - get involved in change etc. Get involved in new services - questionnaire You can achieve great services with guts Document quality AND performance Develop staff to meet their potential

17. Or maybe one of these? Always review before accepting Look for hidden anomalies Learn from experience – knowledge Keep your ITSM perspective Go to the correct meetings Look from every angle – customer first Make your presence felt Issue reports that impress ITSM will inherit the world

18. If you ran an art museum!!! Lowe Museum Miami

19. Change Management Service Asset and Configuration Management Release and Deployment Management Event Management Incident Management Request Fulfilment Problem Management Service Desk Access Management IT Operations Management (Control & Facilities) ITIL Processes - The Action processes

20. Change Management Service Asset and Configuration Management Release and Deployment Management Event Management Incident Management Request Fulfilment Problem Management Service Desk Access Management IT Operations Management (Control & Facilities) Service Catalogue Management Service Level Management Service Validation and Testing Change Evaluation Knowledge Management The seven-step improvement process ITIL Processes - The Influencers processes

21. Change Management Service Asset and Configuration Management Release and Deployment Management Event Management Incident Management Request Fulfilment Problem Management Service Desk Access Management IT Operations Management (Control & Facilities) Application Management Availability Management Capacity Management Demand Management Transition Planning and Support Technical Management Service Catalogue Management Service Level Management Service Validation and Testing Change Evaluation Knowledge Management The seven-step improvement process ITIL Processes – The Resourcing processes

22. Change Management Service Asset and Configuration Management Release and Deployment Management Event Management Incident Management Request Fulfilment Problem Management Service Desk Access Management IT Operations Management (Control & Facilities) Application Management Availability Management Capacity Management Demand Management Transition Planning and Support Technical Management Financial Management for IT Services IT Service Continuity Management Service Portfolio & project Management Information Security Management Supplier Management Strategy Management for IT services Business Relationship Management Design coordination Service Catalogue Management Service Level Management Service Validation and Testing Change Evaluation Knowledge Management The seven-step improvement process ITIL Processes - The Underpinning processes

23. Change Management Service Asset and Configuration Management Release and Deployment Management Event Management Incident Management Request Fulfilment Problem Management Service Desk Access Management IT Operations Management (Control & Facilities) Application Management Availability Management Capacity Management Demand Management Transition Planning and Support Technical Management Financial Management for IT Services IT Service Continuity Management Service Portfolio & project Management Information Security Management Supplier Management Strategy Management for IT services Business Relationship Management Design coordination Service Catalogue Management Service Level Management Service Validation and Testing Change Evaluation Knowledge Management The seven-step improvement process Check Do Act Plan ITIL Processes - The complete view

24. Change Management Service Asset and Configuration Management Release and Deployment Management Event Management Incident Management Request Fulfilment Problem Management Service Desk Access Management IT Operations Management (Control & Facilities) Application Management Availability Management Capacity Management Demand Management Transition Planning and Support Technical Management Financial Management for IT Services IT Service Continuity Management Service Portfolio & project Management Information Security Management Supplier Management Strategy Management for IT services Business Relationship Management Design coordination Service Catalogue Management Service Level Management Service Validation and Testing Change Evaluation Knowledge Management The seven-step improvement process Check Do Act Plan

25. Resourcing Components Continual Service Improvement Continual Service Improvement The seven-step improvement process Influencing Components Service Transition Transition Planning and Support Service Asset & Configuration Management Service Validation and Testing Change Evaluation Knowledge Management Change Management Release and Deployment Management Service Operation Service Operation Technical Management Application Management Event Management Incident Management Request Fulfilment Problem Management Access Management Service Desk IT Operations Management Action Components Service Design Availability Management Capacity Management Service Catalog Management Service Level Management IT Service Continuity Management Information Security Management Supplier Management Service Strategy Demand Management Financial Management Service Portfolio Management Strategy Generation Underpinning Components Design coordination Business Relationship Management

26. Change Management Service Asset & Config. Management Release and Deployment Management Release and Deployment Management Service Validation and Testing Service Validation and Testing Service Transition Event Management Incident Management Request Fulfilment Problem Management Service Desk IT Operations Management Service Operation Service Operation Service Catalog Management Service Catalog Management Service Design Continual Service Improvement Continual Service Improvement Service Strategy Underpinning Components Resourcing Components Influencing Components Action Components Required components Additional Requirements Additional Requirements Service Level Management Service Support ©malcolmfry

27. Art is everywhere just look for it

28. Bev Doolittle

29. Thanks malcolm@malcolmfry.com Thanks Malcolm Fry ITSM and Cherwell Ambassador