GSSlides_HelpDeskFuture2

GSSlides_HelpDeskFuture2 - Help Desk of the Future Service...

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1 Help Desk of the Future: Service Management Center with George Spalding
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2 ITIL Conceptual Model Service Level Management Manage the Services (Specifying/defining services, catalogues, service level agreements, operational level agreements, monitoring and reporting) Availability Mgmt Manage the Present (Optimization of current structure, correct configuration and complexity to meet business needs) Capacity Mgmt Manage the Future (Healthy growth, customer confidence, meet new business needs) Continuity Mgmt Manage the ‘What ifs’ (Disaster recovery plan, survival, reduce user impact or major unexpected failure, risk, vulnerability) Financial Mgmt Manage the Cost (Cost effective stewardship, allocation, forecast, optimum VFM, good ROI) Incident Management Manage Incidents (Get users back online, up and running and satisfied) Problem Mgmt Manage Errors (Remove repetitive problems from the infrastructure) Change Mgmt Manage Changes (Ensures changes are fast, easy, consistent and authorized) Release Mgmt Manage Software Distribution (Software control, updates and batch processes) Configuration Management Manage Configuration Items IT Service Delivery (Long-term planning & improvement of IT service provision) IT Service Support (Day-to-day operation and support of IT services) Customer Relations & Service Planning Integrated Service Desk Security Management Manage confidentiality, integrity, availability
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3 The Bottom Line Process improvement should be done to help the business— not for its own sake. “In God we trust, all others bring data.” - W. Edwards Deming
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4 IT Process Maturity (CMMI & SPICE) A b s e n c e I n i t i a t i o n A w a r e n e s s C o n t r o l I n t e g r a t i o n O p t i m i z a t i o n IT Organization 0 1 2 3 4 5 Ad-hoc Repeatable Integrated
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5 Call for Action Business-driven IT department priorities result in IT service management and support pressure: Provide On-Demand Services “utility model” Respond to increased service demand – shrinking budgets Create effective Enterprise-wide service delivery structures and accountabilities Demonstrate Business Value and impact of IT Improve Credibility of IT
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6 Organizational Maturity Technology Stage 1 Product/Service Stage 2 Customer Focus Stage 3 Business Focus Stage 4 Low High Influence on the Business Value-Added Focus Stage 5
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7 Organizational Maturity Technology Stage 1 Product/Service Stage 2 Customer Focus Stage 3 Business Focus Stage 4 Low High Influence on the Business Value-Added Focus Stage 5
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8 Technology – Stage 1 Vision and strategy Business views role of IT as Infrastructure provider  (hardware, software and network provider). No  clear vision statement on role of IT. Steering Principally driven by cost. Stability, availability and  performance of IT platforms and networks are the  main focus and implicit steering parameters.
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